Summary
Overview
Work History
Education
Skills
Timeline
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Tanicca Ellis

Milwaukee,WI

Summary

Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10+ years of extensive leadership and customer service experience in the call enter industry. Encouraging manager and analytical problem solver with a history managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Committed and well-versed in providing thorough training, setting team goals and developing innovative strategies. Offers superb oral and written communication skills multitasking abilities, organizational efficiency, active listening paired with excellent time management and leadership abilities.

Overview

5
5
years of professional experience

Work History

Call Center Team Lead

Associated Bank
06.2020 - 05.2022
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Responded to customer requests for products, services, and company information.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence, and retention.


Call Center Team Lead

We Energies
11.2017 - 06.2020


  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.

Technical Support Specialist

Generac Power Systems
06.2017 - 04.2019
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality
  • Assessed issues to determine appropriate troubleshooting methods for remediation
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Recorded and maintained relevant notes for each client and work order.

Education

Associate of Applied Science - Medical Assisting

Milwaukee Area Technical College
Milwaukee, WI

Skills

  • Customer Loyalty
  • Employee Performance Reviews
  • Attention to Detail
  • Coaching and Mentoring
  • Performance Evaluations
  • Verbal and Written Communication
  • Work Planning and Prioritization
  • Effective Customer Service
  • Complex Problem-Solving

Timeline

Call Center Team Lead

Associated Bank
06.2020 - 05.2022

Call Center Team Lead

We Energies
11.2017 - 06.2020

Technical Support Specialist

Generac Power Systems
06.2017 - 04.2019

Associate of Applied Science - Medical Assisting

Milwaukee Area Technical College

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Tanicca Ellis