Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tyler Baldwin

Charlestown,IN

Summary

Dynamic Engagement Coach with a proven track record at Startek, Inc., excelling in team development and conflict resolution. Expert in data analysis, I enhanced team performance through tailored coaching plans leading to improved metrics and operational success.

Overview

11
11
years of professional experience

Work History

Engagement Coach

Startek, Inc
06.2019 - Current
  • Facilitated coachings with a team of 15-20 people each week and developed coaching plans to assist the Specialist with improving their metrics
  • Graded calls based on our Quality scorebook
  • Handled time cards and made edit requests/adjustments as necessary
  • Updated weekly and daily client reports
  • Maintained a checklist tracking the teams KPI's for weekly meetings and coachings
  • Spent 2-3 hours daily assisting with system issues in the troubleshooting chat room
  • Reviewed low customer satisfaction calls
  • Lead critical conversations for corrective actions/separations

Team Lead

Startek, Inc
07.2018 - 04.2019
  • Handled escalations from customers requesting a supervisor
  • Answered questions from Specialists on processes and assisted in finding resources
  • Handled daily client emails

Engagement Specialist

Startek, Inc
04.2018 - 07.2018
  • Answered customer calls, and later chats/emails to assist with complaints, set appointments, and provide information as needed
  • Assisted in some Team Lead tasks, such as handling escalations, client emails, and answering questions

Engagement Specialist

Startek, Inc
04.2014 - 01.2018

Education

No Degree - Psychology

Indiana University, Southeast
New Albany, IN

High School Diploma -

Jeffersonville High School
Jeffersonville, IN

Skills

  • Feedback delivery
  • Effective communication
  • Team development
  • Conflict Resolution
  • Data Analysis
  • Operations Management
  • Interpersonal Communication
  • Easily Adaptable
  • Analytical Reasoning
  • Problem Solving

Timeline

Engagement Coach

Startek, Inc
06.2019 - Current

Team Lead

Startek, Inc
07.2018 - 04.2019

Engagement Specialist

Startek, Inc
04.2018 - 07.2018

Engagement Specialist

Startek, Inc
04.2014 - 01.2018

No Degree - Psychology

Indiana University, Southeast

High School Diploma -

Jeffersonville High School

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