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American Express - Senior Team Leader Resume Example

Skylar Simmons
XXX XXXXXXXXXXX XXXX, CONCHO, OK 73022 | (H) XXXXXXXXXXXX | XXXXXXXXXXXXXXXXXX
Professional Summary

Goal-oriented team leader who is dedicated to high levels of customer satisfaction and meeting aggressive business goals. Excellent in time management skills, Responsible and dedicated with specialized knowledge in Customer Service and Leadership.

Skills
  • Bilingual – French & English (Oral & Written)
  • Excellent time management skills 
  • Quick learner
  • Dedicated Team player
  • Accurate and detailed
  • Relationship Building & Customer Rapport
  • Decision Making & Negotiation
  • Skilled in call center operations 
  • Strong problem solving aptitude
  • Avaya software knowledge
Experience
Senior Team Leader 05/2015 to Present
American Express
  • Entry level work with Oracle
  • Reviewed collection reports to determine the status of collections and the amounts of outstanding balances 
  • Managed work flow to exceed quality service goals
  • Engaged employees in business processes with positive motivational techniques and assessed their performance to develop improvement plans
  • Trained staff on operating procedures and company services
  • Maintained up-to date knowledge of product and service changes
  • Trained and directed the new hires on operations and blue box values
Acting Assistant Manager & Acting Team Leader 08/2012 to Present
American Express
  • Scheduled staffing for the department
  • Managed payroll for an organization of 10 personnel
  • Organized forms, made photocopies and filed reports
  • Adhering to all confidentiality requirements and compliances 
  • Handling second level escalations
  • Maintained friendly and professional customer interactions
  • Led team of 9 employees
  • Performed general accounting functions and balanced in depth payment reconciliations
  • Oversaw call centre employees to ensure customer satisfaction process and improvements
  • American Express reconciliation of the payment file
  • Assuming ownership of team productivity and managing work flow to meet and exceed quality service goals
Bilingual Customer Service Representative 09/2009 to Present
American Express
  • Buying and selling of foreign cash to Bank of Montreal customers across Canada
  •  Operating a call centre phone while simultaneously using the Epass System to enter the data provided
  • Providing answers to general inquiries about foreign exchange
  • Answered an average of 100 calls per day by addressing customer inquiries and solving problems accurately and efficiently in a fast paced and challenging call center environment
  • Defused volatile customer situations calmly and courteously
Education
Bachelor of Arts: Political Science Apr 2013 York University - Glendon Campus - Toronto, ON
Bilingual Certificate: Apr 2013 York University - Glendon Campus - Toronto, ON
Bachelor of Management: Business Management - 2015 to Current Athabasca University - Athabasca, AB
Languages
  • Fluent in French, English & Farsi
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Resume Details

This is a real resume for a Senior Team Leader in CONCHO, Oklahoma with experience working for such companies as American Express. This is one of the hundreds of Senior Team Leader resumes available on our site for free. Use these resumes as templates to get help creating the best Senior Team Leader resume.

Previous Companies:

  • American Express

Previous Job Positions:

  • Senior Team Leader
  • Acting Assistant Manager & Acting Team Leader
  • Bilingual Customer Service Representative

Schools:

  • York University - Glendon Campus
  • Athabasca University

Level of Education:

  • Bachelor of Arts
  • Bilingual Certificate
  • Bachelor of Management

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