GS Team Leader at TTEC (2024-10 – Present)
- Led and motivated a team of agents to consistently meet and exceed key performance metrics, including quality assurance, productivity, and customer satisfaction.
- Monitored daily performance, provided real-time coaching, and conducted regular feedback sessions to improve individual and team results.
- Assisted with onboarding and training new hires, ensuring compliance with company policies, procedures, and service standards.
- Acted as an escalation point for complex customer issues, resolving concerns efficiently while maintaining professionalism and service quality.
- Utilized call center systems and reporting tools to track performance trends, identify improvement opportunities, and support operational goals.
GS Lead Associate at TTEC (2023-11 – 2024-10)
- Provided strong leadership to a team of associates, guiding and directing daily activities to achieve departmental goals and objectives.
- Fostered a positive and collaborative work environment, promoting teamwork and ensuring effective communication among team members.
- Identified training needs within the team and facilitated skill development programs to enhance individual and collective performance.
- Coordinated workflows, monitored task progress, and ensured timely completion of calls, contributing to overall team success.
- Addressed challenges and conflicts within the team, employing effective problem-solving techniques to resolve issues and maintain a harmonious work environment.
Temporary Training Specialist at TTEC (2023-09 – 2023-11)
- Developed and implemented customized training programs to address specific organizational needs, ensuring alignment with strategic goals and objectives.
- Facilitated engaging and interactive training sessions for diverse audiences, utilizing a variety of instructional methods and multimedia tools to enhance learning outcomes.
- Evaluated training effectiveness through feedback mechanisms and performance metrics, continuously refining programs to optimize employee skill development and knowledge retention.
- Collaborated with subject matter experts to stay current on industry trends and best practices, integrating relevant information into training materials to maintain program relevance.
- Utilized learning management systems (LMS) to organize and track training initiatives, ensuring accurate and up-to-date records of employee progress and compliance with training requirements
Customer Care Representative II at TTEC (2023-02 – 2023-05)
- Ability to research accounts and gather information and data to assist consumers appropriately
- Demonstrated proficiency in swiftly resolving complex issues within the application process.
- Displayed empathy and excellent communication skills while addressing their needs.
- Demonstrated the ability to remain composed and focused during high-pressure situations. Effectively managed critical escalations, minimizing the impact on customers and the business.
- Maintained detailed documentation of escalations, resolutions, and trends.
Customer Care Representative at TTEC (2022-08 – 2023-09)
- Assist consumers in enrolling in a health care coverage
- Ability to successfully multi-task in multiple systems simultaneously
- Actively listen to consumer concerns and research accounts to provide resolutions
- Provide efficient and professional customer service, leaving the consumers satisfied with the service
- Capability to de-escalate unsatisfied consumers by negotiating a solution
- Successfully meet all call center metrics to ensure consumer satisfaction
- Talent to work independently to find resolutions for consumer concerns in addition to providing teammates assistance to find resolutions
