Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tiesha Grimes

New Haven,CT

Summary

Collaborative leader skilled at fostering an engaged and empowering work culture through effective partnership with coworkers. Proven ability to build and maintain strong relationships with diverse stakeholders in dynamic and fast-paced environments.

Overview

9
9
years of professional experience

Work History

Team Manager

Kelly Connect
08.2019 - 06.2024
  • Leads Advisor development by performing call monitoring, analyzing results, and providing coaching and feedback
  • Document all coaching/counseling conversations in appropriate tool within 24 hours of conversation
  • Leads team to achieve contractual Service Level Goals
  • Leads team to achieve and/or exceed Quality and performance goals
  • Completes scheduled performance reviews and develops performance improvement plans
  • Works with leadership to assess teams' performance
  • Works with Real Time Coordinators to meet contractual service level goals
  • Works with Real Time Coordinators on scheduling Advisor coaching, training and Advisor responsibilities during technical issues
  • Schedules and conducts weekly team meetings
  • Delivers recognition awards to team members
  • Back up other Team Leaders as necessary/planned
  • Three QA evaluations and completed coaching sessions per agent per month
  • Provide Advisor Attendance and Schedule Adherence feedback to RT and Manager in Real Time
  • Conducts monthly security checks for Advisor work environment and reports any security violations immediately to supervisor
  • Assist Advisors with call handling questions in real-time via chat application
  • Review Advisor Peer Feedback and Customer Surveys daily
  • Participate in regular calibrations to ensure accuracy of scoring quality evaluations
  • Ad hoc duties as assigned by leadership.

Customer Service Advisor

Kelly Connect
11.2018 - 08.2019
  • Interact with customers in response to inquiries, concerns, and requests about products and services
  • Gather customer/product information and determine the issue by analyzing the symptoms
  • Diagnose and resolve technical issues involving internet connectivity, email, application downloads, and more
  • Research using available resources, including article database systems
  • Complete required training to stay current with system information, changes, and updates
  • Responsible for taking two customer chats, up to 3 during peak volumes
  • Participate in frequent 1:1/classroom video coaching sessions with leadership
  • Exemplary attendance and punctuality.

Team Lead-Sykes Home

SYKES ENTERPRISES
07.2015 - 01.2018
  • Adherence to all company policies on ethics and integrity
  • Essential Duties and Responsibilities while in the Interim role are those of a Team Leader
  • Through effective leadership, focuses on team performance and attrition
  • Managing escalation procedures and ensures service levels are maintained
  • Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner
  • Responsible for interviewing and selection of new hires and evaluating agents, performance management documentation and where applicable, initiating the termination process
  • Provides training and mentoring for Team Coaches and Team Supervisors when applicable
  • Client interface capable but dependent upon account needs, attends client calls when appropriate
  • Secondary point of contact for the client
  • Works with AM for client information
  • Dialogues with customers frequently to determine their needs
  • Builds relationships with internal and external customers
  • Aligns work processes, structure, and systems to meet customer needs
  • Builds rapport and establishes trust with coworkers and clients
  • Provides accurate, timely, and professionally written, statistical and verbal reports to management for historical, current status, and forecasting purposes
  • May perform other additional duties and responsibilities as assigned
  • Some travel required
  • Managing tenured agents.

Escalation Supervisor- Sykes Home

SYKES ENTERPRISES
05.2016 - 07.2016
  • Experts at handling 1st level Residential customer escalations
  • Demonstrated ability to analyze accounts and provide solutions to customers in a fast paced and energetic environment
  • Responsible for creating an outstanding experience at every interaction for both new and existing customers
  • Skilled at multi-tasking and at overcoming objections to resolve customer issues.

Customer Care Professional

SYKES ENTERPRISES
01.2016 - 03.2016
  • Adherence to policies on ethics and integrity
  • Receives transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to clients
  • Determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps
  • Informs customer of those appropriate next steps and works with customer to achieve issue resolution
  • Maintains proficiency in programs, products and/or platforms assigned
  • Maintains pertinent paperwork and records through data entry
  • Communicates with co-workers to research problem and find solution
  • May test software and hardware to evaluate ease of use and whether product will aid user in performing work
  • Communicates with team manager, team members and other teams regarding problems, solutions and trends
  • Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards
  • Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
  • The requirements listed below are representative of the knowledge, skill, and/or ability required
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • Outstanding oral and written communication and interpersonal skills
  • Strong computer skills
  • Strong evaluation and analysis skills
  • Strictly adheres and demands strict adherence to the company's policies
  • Excellent attention to details.

Team Coach- Sykes Home

SYKES ENTERPRISES
12.2016 - 02.2016
  • Act as support for agents of the program assisting them with when needed
  • Assist with technical issues that may arise during the day troubleshooting the issue so that the agent can
  • Assist with possible escalation calls, first trying to assist the agent to deescalate the
  • Assist with on the job training as well coaching CCP's in one to one sessions to assist with the call and customer accounts as well as motivating agents to succeed.

Customer Care Professional

SYKES ENTERPRISES
08.2015 - 12.2015
  • Adherence to policies on ethics and integrity
  • Receives transactions from users regarding customer service or technical support related needs based upon the scope of support provided by contract to clients
  • Determines appropriate action to be taken on customer's behalf, which may include problem determination and appropriate next steps
  • Informs customer of those appropriate next steps and works with customer to achieve issue resolution
  • Maintains proficiency in programs, products and/or platforms assigned
  • Maintains pertinent paperwork and records through data entry
  • Communicates with co-workers to research problem and find solution
  • May test software and hardware to evaluate ease of use and whether product will aid user in performing work
  • Communicates with team manager, team members and other teams regarding problems, solutions and trends
  • Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards
  • Ability to read, analyze, and interpret general business periodicals, professional journals, corporate procedures/regulations
  • Ability to write reports, business correspondence, and procedure manuals
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
  • The requirements listed below are representative of the knowledge, skill, and/or ability required
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • Outstanding oral and written communication and interpersonal skills
  • Strong computer skills
  • Strong evaluation and analysis skills
  • Strictly adheres and demands strict adherence to the company's policies
  • Excellent attention to details.

Education

BA - Bachelor in Business Administration

DeVry University

Courses toward Bachelor Degree - Business Administration

Westwood College
01.2010

Skills

  • Customer Focus
  • Motivational Abilities
  • Employee Scheduling
  • Influencing skills

Timeline

Team Manager

Kelly Connect
08.2019 - 06.2024

Customer Service Advisor

Kelly Connect
11.2018 - 08.2019

Team Coach- Sykes Home

SYKES ENTERPRISES
12.2016 - 02.2016

Escalation Supervisor- Sykes Home

SYKES ENTERPRISES
05.2016 - 07.2016

Customer Care Professional

SYKES ENTERPRISES
01.2016 - 03.2016

Customer Care Professional

SYKES ENTERPRISES
08.2015 - 12.2015

Team Lead-Sykes Home

SYKES ENTERPRISES
07.2015 - 01.2018

Courses toward Bachelor Degree - Business Administration

Westwood College

BA - Bachelor in Business Administration

DeVry University

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Tiesha Grimes