Call Center Team Lead Resume Samples

KW
K West
Kenneth
West
196 Bernita Mountains
Detroit
MI
+1 (555) 516 4542
196 Bernita Mountains
Detroit
MI
Phone
p
+1 (555) 516 4542

Experience

Experience

04/2014

present
Houston, TX
Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead
Houston, TX
Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead
04/2014

present
Houston, TX
Tax Services Senior Indirect Tax National Tax-affordable Care Act Call Center Team Lead
04/2014

present

  • Assist ACA Senior Manager in managing the day-to-day call center and ACA processing operations
  • Passionate about customer service and developing people
  • Run and analyze weekly management reports
  • Develop and implement training materials
  • Work closely with implementation team regarding new client rollouts
  • Ensure that each team member has a balanced workload
  • Proven track record of managerial and/or supervisory success

01/2010

02/2014
Phoenix, AZ
Healthcare Call Center Team Lead
Phoenix, AZ
Healthcare Call Center Team Lead
01/2010

02/2014
Phoenix, AZ
Healthcare Call Center Team Lead
01/2010

02/2014

  • Perform special project assignments from time to time, such as research work and obtaining special authorizations
  • Check work at frequent intervals to ensure accuracy and compliance
  • Coordinate workflow and schedule daily activities
  • Assist team in obtaining and maximizing accuracy and productivity
  • Research complex issues for customer, supporting their requests, making outbound calls to provide customers with updates or to gain additional information
  • Address claims related issues, concerns and escalations from insurance providers and/or members
  • Monitor the quality of the work as your team provides medical facilities, insurance providers and members with routine information regarding effective dates of coverage, claims history, deductible and coinsurance amounts, and general benefit information

09/2004

11/2009
Dallas, TX
Call Center Team Lead
Dallas, TX
Call Center Team Lead
09/2004

11/2009
Dallas, TX
Call Center Team Lead
09/2004

11/2009

  • Assists manager in employee evaluations and provides staff feedback to Manager
  • Research and discover methods for improvement of service, and make detailed recommendations to management
  • Workflow Management a) Monitor workflow to ensure tasks are completed within timeliness standards which are driven by trade dates and contractual agreements
  • Perform weekly quality assessments of assigned analysts, provide timely feedback, and communicate any issues or concerns to management
  • Monitors call traffic and makes adjustments based on call center traffic patterns
  • Conducts interviews for prospective Communications Representatives and makes recommendations to manager
  • Create progressive disciplinary actions and development plans

Education

Education

Bachelor’s Degree in Business Management
Bachelor’s Degree in Business Management
Bowling Green State University
Bachelor’s Degree in Business Management

Skills

Skills

  • Strong people management capabilities
  • Detail and results oriented with superior organizational skills
  • Independent decision-maker with excellent communication skills
  • Highly assertive
  • Ability to work a scheduled shift that may include some weekend or later evening hours – flexibility in shift hours is
  • Ability to lead direct reports and maintain composure during crisis situations
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Able to successfully coach and develop direct reports
  • Excellent leadership, communication (written and oral) and interpersonal skills
  • Demonstrated knowledge of traditional physical security equipment