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Teleperformance - Team Leader Resume Example

Audrey Patterson

XXX XXXXXXXXX XXXXX XXXXXX , Miami , FL 33162 | (H) XXXXX XXXXXXXX | XXXXXXXXXXXXXXXXXXXX

Objective

Hardworking professional with proven skills in customer service, administrative work, leadership, organization and communication looking to leverage extensive background into a (BLANK) position with (BLANK).

Skills

Customer and Personal Service
Administration and Management

Time Management
Critical Thinking

Judgment and Decision Making
Telecommunications

Detail-oriented
Interpersonal abilities

Verbal/written communication skills
Resourceful team-player

Presentations
Computer Literacy & Type 40 wpm

Experience

Team Leader 01/2013 to Present
Teleperformance – Boca Raton, FL

Ensure adherence to attendance and dress code, enforce security and safety procedures and other company policies to maintain work environment within the department.
Monitor random live phone calls to confirm agents use provided scripts and call flows, evaluate customer service quality, minimize errors,assist in issue resolution, and collect data to use in coaching and development.
Maintained and send performance statistics reports to agents to drive productivity, decrease average call handling time, and promote issue resolution to meet client expectations.
Review and evaluate employee performance to identify actions and develop efficiencies that can improve call quality and customer satisfaction.
Motivate team to achieve performance and sales goals, and present awards and acclamations to high performers.
Issue disciplinary action when warranted.
Manage and resolve customer complaints and disputes, escalate priority issues to management, and follow up with customers when necessary.

Cashier 11/2009 to 02/2010
Super Target – Miramar, FL

Collected payments, provided changes and handed out receipts to customers for goods sold.

Operated cash register, handled 100 average daily transactions, and balanced amount of money received with total sales recorded at end of shift for cash reconciliation.
Issue cash refunds and credit slips to customers and cash employee checks.

Student Technician 10/2008 to 06/2009
Odegaard Undergraduate Library, University of Washington – Seattle, WA

Monitored visitors access to library premises, personnel and material by verifying identification.
Provided assistance to library users at information desk, including quick information, directional assistance,and library website help.
Shelved books, organized and updated records of all library materials, reserved group study rooms and course materials, checked out library materials and other circulation duties.

Assistant Activities Coordinator 11/2005 to 01/2008
Hampton Courts Nursing Home and Rehabilitation Center – Miami, FL

Assisted in planning, coordination and implementation of patient activities to promote social interaction.
Maintained scheduling and event calendars.
Greeted patients and visitors, handled their inquiries or direct them to the appropriate persons according to their needs.
Answer telephones and processed mail to deliver verbal and written correspondence to residents and employees.

Education

Bachelor of Science: Biology Dec 2012 Florida International University - Biscayne Bay Campus - Miami, FL Minor's Chemistry & Business
Dean's List Graduate
3.56 /4.00 Cumulative GPA

Associate of Arts: Biology May 2008 Miami Dade College - North Campus - Miami, FL Graduate of the Honors College
3.62/4.00 Cumulative GPA

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Resume Details

This is a real resume for a Team Leader in Miami, Florida with experience working for such companies as Teleperformance, Super Target, Odegaard Undergraduate Library. This is one of the hundreds of Team Leader resumes available on our site for free. Use these resumes as templates to get help creating the best Team Leader resume.

Previous Companies:
Teleperformance
Super Target
Odegaard Undergraduate Library


Previous Job Positions:
Team Leader
Cashier
Student Technician
Assistant Activities Coordinator


Schools:
Florida International University - Biscayne Bay Campus
Miami Dade College - North Campus


Level of Education:
Bachelor of Science
Associate of Arts