William Long
Team Lead/Supervisor
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About
Accomplished Personal Banker/Team Lead/Supervisor with 1+ years of experience in customer-facing roles, utilizing strong communication and leadership skills to drive team performance and customer satisfaction. Proven ability to streamline workflow processes and implement effective performance evaluation systems. Proficient in technical support and customer service, with experience in various industries
Experience
•Personal Banker/Team Lead
First National Bank Texas/First Convenience Bank/First Heroes National Bank via MCI
Onbrand24-Savannah, GA
October 2023 to Present
- Monitored team performance and provided regular feedback to drive continuous improvement
- Created performance metrics and tracked key indicators to evaluate individual and team performance
- Implemented a reward system to recognize top performers, boosting morale and motivation levels
- Served as a liaison between upper management and the team, effectively communicating goals,
objectives, and expectations
- Managed resource allocation efficiently to optimize productivity while minimizing costs
- Developed strong relationships with clients through effective communication and exceptional customer service skills
- Streamlined workflow processes resulting in an increase in efficiency
- Ensured compliance with company policies, procedures, safety and federal regulations at all times
- Increased employee engagement through regular check-ins, recognition programs, and team-building activities
- Implemented a new performance evaluation system that provided more accurate feedback for employee development
•Crew Member
Burger King-Tampa, FL
October 2022 to July 2023
Worked front counter, drive-thru and other areas. Worked well with teammates and accepted coaching from management team. Took orders, prepared meals, and collected payments. Collaborated with team members to complete orders.
•Customer Service Representative
Alorica-Tampa, FL
February 2021 to October 2022
Responded to customer requests for products, services, and company information. Answered customer telephone calls promptly to avoid on-hold wait times. Maintained customer satisfaction with forward-
thinking strategies focused on addressing customer needs and resolving concerns. Offered advice and assistance to customers, paying attention to special needs or wants.
•Technical Support Representative
Agero, Inc.-Tampa, FL
November 2019 to January 2021
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Documented support interactions for future reference. Used ticketing systems to manage and process support actions and requests. Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
•Technical Support Representative
TeleNetwork Inc
September 2014 to March 2018
To fix any and all internet and cable issues. Help customers with new products, and ensure that all customers were happy.
•Dell YTT Tech Specialist
Stream Global Services-Tampa, FL
August 2009 to August 2014
To fix or repair any and all computer issues that were under scope of support. To ensure that customers always had exceptional customer experiences. To up-sale certain products or services that would be beneficial to the customers.
•Customer Service Representative
Circle K Inc
July 2007 to August 2009
Education
Bachelor's of Science in Game Art
Fullsail University - Orlando, FL
