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Team Lead with 8+ years of experience in customer service and operations
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Competencies
Directed team operations, motivating staff to meet and exceed performance targets
Tracked KPIs, conducted evaluations, and implemented strategies for improvement
Facilitated onboarding and ongoing training to enhance team skills and service quality
Prepared performance reports to inform management decisions and operational improvements
Handled escalations and maintained high customer satisfaction standards
Education
Languages
Summary
Experienced Team Lead with a strong background in managing customer service teams, analyzing performance metrics, and ensuring quality standards. Skilled in training, performance evaluation, and cross-department collaboration.
Key Achievements
- Managed a team of 20 agents, achieving operational objectives through performance oversight
- Developed and implemented training programs, improving team readiness and skill levels
- Led initiatives to ensure quality compliance and address customer service issues promptly
Experience
Team Lead
Led and managed a team of 20 agents, providing guidance, support, and motivation to achieve team objectives., Tracked and analyzed individual and team performance against KPIs, conducting performance evaluations and implementing improvement strategies., Facilitated onboarding and ongoing training for new hires, identifying skill gaps and organizing enhancement programs., Ensured adherence to quality standards through regular audits and feedback sessions, addressing service quality issues promptly., Handled escalated customer queries and complaints, ensuring timely resolution and customer satisfaction., Prepared and submitted detailed reports on team performance, productivity, and operational issues, maintaining accurate records., Worked closely with other Team Leaders and departments to achieve organizational goals and participate in cross-functional projects.