Timothy Lemke
Hartford
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
17
17
years of professional experience
Work History
Dairy and Frozen Team Leader
Meijer
10.2024 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Devised and implemented processes and procedures to streamline operations.
- Developed effective improvement plans in alignment with goals and specifications.
Regional Support Center Quota Supervisor
Charter Communications, Spectrum
09.2021 - 08.2024
- Oversaw twenty employees to ensure daily tasks are completed including management of technicians in the field, schedules, and customer satisfaction with appointments.
- Developed tenured agents in time management and resource allocation to ensure a positive customer service experience.
- Created processes to improve overall available appointments with customers ensuring service level agreements adhered.
- Reported directly to Director and AVP level leadership daily ensuring business expectations are met and report progress throughout the day.
- Met weekly with agents to provide feedback on their performance and set goals.
IT Systems Administrator
Jackson Hewitt Tax Svc
01.2020 - 01.2022
- Enhanced end-users experience by providing timely and effective desktop support services with repair and replacement of equipment as needed.
- Traveled throughout the market to provide support for system issues.
- Provided basic end-user troubleshooting and desktop support through phone and in person trainings.
- Ensured to maintain same day service level agreements to ensure smooth business operations.
Billing Supervisor
Charter Communications, Spectrum
12.2018 - 09.2021
- Minimized errors in customer billing information through review of accounts with associates to ensure customer satisfaction and education.
- Facilitated monthly meetings with team members to discuss performance metrics, share best practices, and address any concerns or challenges faced during the week with any updated process changes.
- Enhanced team productivity by providing ongoing training, guidance, and support to billing staff members through weekly coaching and support via a help line.
- Increased staff efficiency through regular evaluations, targeted coaching sessions, and tailored performance improvement plans.
- Handled escalated customers utilizing empathy, acquired customer service skills through my tenure, and education of the customer on billing processes.
- Researched and resolved billing discrepancies to enable accurate billing with management of adjustments submitted by direct reports.
Billing Lead
Charter Communications, Spectrum
09.2015 - 12.2018
- Ensured compliance with company policy and procedures by staying informed on changes and updating coworkers and subordinates through email, team meetings, and direct coaching.
- Prioritized and managed high-volume workloads through a help line.
- Meeting established deadlines of customer escalations created through governmental agencies such as the BBB, FCC, and corporate team members including the CEO.
- Assisted with the creation of a "lead team" that redefined the role and handled training of the new processes to seventeen peers.
- Developed training materials to onboard new employees, setting them up for success in their roles as Billing Specialists.
Retention and Billing Representative
Charter Communications, Spectrum
03.2008 - 09.2015
- Reviewed and solved account and billing discrepancies.
- Utilized call flow and customer service soft skills to ensure a positive customer experience while ensuring to meet company set metrics.
- Utilized as a subject manner expert with my peers to share acquired skillsets and increase overall department performance.
- Utilized on multiple occasions as an interim lead.
- Achieved consistent performance metrics targets by prioritizing tasks effectively amid fluctuating workloads earning over 12 awards for performing in the top twenty percentile.
- Adapted quickly to changing technologies or systems upgrades, ensuring minimal disruption to daily workflow during transitions periods.
- Enhanced client satisfaction with prompt resolution of billing inquiries and disputes.
Education
Bachelor of Science - Cybersecurity
Southern New Hampshire University
04.2022
Skills
- Mentoring
- Coaching
- Complaint resolution
- Shift scheduling
- Strategic planning
- Verbal and written communication
- Project management
Education
Hooksett, NH
Contact
Hartford, WI 53027
Timeline
Dairy and Frozen Team Leader
Meijer
10.2024 - Current
Regional Support Center Quota Supervisor
Charter Communications, Spectrum
09.2021 - 08.2024
IT Systems Administrator
Jackson Hewitt Tax Svc
01.2020 - 01.2022
Billing Supervisor
Charter Communications, Spectrum
12.2018 - 09.2021
Billing Lead
Charter Communications, Spectrum
09.2015 - 12.2018
Retention and Billing Representative
Charter Communications, Spectrum
03.2008 - 09.2015
Bachelor of Science - Cybersecurity
Southern New Hampshire University
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