Trisa Allen
Jackson
Summary
Dynamic Team Leader with a proven track record in enhancing workflow efficiency and boosting customer satisfaction. Skilled in coaching and mentoring, I implemented process improvements that elevated team performance and resolved conflicts effectively. My analytical thinking and attention to detail drove significant operational success.
Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.
Overview
11
11
years of professional experience
Work History
Team Leader
Everise
12.2024 - Current
- Led team to achieve operational goals through effective communication and collaboration.
- Implemented process improvements that enhanced workflow efficiency across departments.
- Coordinated cross-functional projects, ensuring alignment with strategic objectives.
- Developed training programs tailored to team needs, strengthening skillsets and performance.
- Resolved conflicts promptly, maintaining a cohesive and motivated team environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Evaluated staff performance and provided coaching to address inefficiencies.
Customer Service Supervisor
Continuum Global
01.2019 - 12.2024
- Assisted team in resolving customer inquiries and complaints efficiently.
- Supported training initiatives for new staff on customer service protocols.
- Participated in team meetings to discuss service challenges and solutions.
- Adapted quickly to changes in policies and procedures affecting customers.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Completed bi-weekly payroll for Number employees.
Customer Service Supervisor
Conduent
09.2014 - 01.2019
- Learned key systems for tracking customer interactions and feedback.
- Contributed to maintaining a positive environment for both customers and staff.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Monitored call center data to assess trends, proactively implementing solutions for identified issues.
- Facilitated team meetings to discuss performance metrics and areas for improvement.
- Assisted team in resolving customer inquiries and complaints efficiently.
- Supported training initiatives for new staff on customer service protocols.
- Participated in team meetings to discuss service challenges and solutions.
- Adapted quickly to changes in policies and procedures affecting customers.
Education
No Degree - Social Worker
Hinds Community College
Raymond, MS05.2027
Skills
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Work Planning and Prioritization
- Coaching and mentoring
- Performance improvement
- Analytical thinking
- Conflict resolution
Timeline
Team Leader
Everise
12.2024 - Current
Customer Service Supervisor
Continuum Global
01.2019 - 12.2024
Customer Service Supervisor
Conduent
09.2014 - 01.2019
No Degree - Social Worker
Hinds Community College