Syrenna Tuione
Santaquin,UT
Summary
Proven leader in high-pressure environments, notably with DoTERRA International, where I enhanced call center operations and team efficiency. Expert in workforce planning and employee development, I excel in coaching and technical support, significantly improving service quality and customer satisfaction. My approach combines strategic oversight with a commitment to excellence in both hard and soft skills. Seasoned Call Center Team Lead familiar with handling chats in busy, high-volume environments by applying advanced listening, communication, and problem-solving skills to diverse customer concerns. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
13
13
years of professional experience
Work History
Call Center Team Lead
DoTERRA International LLC
09.2016 - Current
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Ensured high-quality service by monitoring chats, providing feedback, and coaching team members on areas for improvement.
- Participate in weekly projects, to better improve services.
- Approve/Deny time off requests according to our queue's needs.
Manager
Gandolfo's Deli
09.2011 - 04.2019
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Airline Passenger Assistant
Alaska Airlines
05.2016 - 09.2016
- Displayed flexibility in adapting to last-minute flight changes or other unexpected challenges while maintaining a calm demeanor and professional attitude.
- Increased customer satisfaction ratings through personalized attention and genuine care for each passenger''s wellbeing.
- Maintained a clean and orderly work environment around gates, ensuring optimal conditions for both passengers and fellow employees alike.
- Contributed to on-time departures by efficiently assisting passengers in boarding and settling into their seats.
Education
High School Diploma -
Fort Osage High School
Independence05.2004
Skills
- Knowledge database understanding
- Call Center Customer Service
- Team Management
- Escalation Handling
- Policy Enforcement
- Employee Development
- Quality controls
- Attendance Tracking
- Workforce Planning
- Reporting skills
- Employee Motivation
- Coaching and Mentoring
- Staff Motivation
- Call Monitoring
- Technical Support
Timeline
Call Center Team Lead
DoTERRA International LLC
09.2016 - Current
Airline Passenger Assistant
Alaska Airlines
05.2016 - 09.2016
Manager
Gandolfo's Deli
09.2011 - 04.2019
High School Diploma -
Fort Osage High School
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