Customer Service Team Lead

Overview

Looking for full-time work (8 hours/day)

at $6.00/hour ($1,056.00/month)

Bachelors degree

Last Active

April 27th, 2024 (6 days ago)

Member Since

August 8th, 2020

Profile Description

 Customer Service Team Lead - Nov. 2022 - May 2024 
- Manage and monitor day-to-day team operations & performance.
- Lead in new brand integration, including learning new brands and establishing
knowledge bases, SOPs, templates, and workflows.
- Conduct QA audits and provide feedback/coaching to teaUpgrade to see actual infombers when needed. - Develop KPIs and other performance- and productivity-tracking metrics.
- Report to senior management on team performance & operations, project status, and other team-related updates.
- Assist Operations Team Manager in hiring and onboarding and lead in training new hires. 
- Work closely with the Operations Team Manager to identify team goals and come up with
actionable steps the team can make then clearly communicate this to the team. 
- Ensure that teaUpgrade to see actual infombers’ skills are up-to-date and relevant by coming up with the necessary
development strategies. 
- Help streamline CS processes by constantly updating knowledge bases needed in the job.

Job Title: QA Team Leader - Feb. 2020 - Feb. 2023
- Lead QA team on overall approaches and strategies. 
- Establish, maintain, and oversee all aspects of QA processes to ensure effectiveness and alignment to industry best practices or client demands. 
- Participates in design of call/email/chat monitoring formats and quality standards. 
- Performs call/email/chat monitoring and provides trend data to management team. 
- Use the data of the audited tickets to track performance of teams and individuals. - Monitoring of customer care responses. 
- Participates in customer and client listening programs to identify customer needs and expectations. 
- Provides actionable data to various internal support groups as needed. 
- Coordinates and facilitates call/email/chat calibration sessions for teaUpgrade to see actual infombers. 
Provides feedback to team leaders and managers.

Job Title: Team Leader - Oct. 2019 - Feb. 2020
- Ensures high team performance by monitoring teaUpgrade to see actual infotrics including satisfaction ratings, QA Scores, attendance, contacts and more for a team of up to 10-11 agents.
- Daily tasks include answering agent’s questions, relaying information/updates to the team and to upper management, problem solving issues, handling member escalations, and providing overall team support.
- Administers regular 1:1’s and team coaching sessions to ensure the highest quality and understanding among teaUpgrade to see actual infombers.
- Promotes culture, happiness, and work ethics among the team.

Job Title: Quality Assurance Specialist - Aug. 2018 - Oct. 2019
- Monitors and score ticket responses in real time based on multiple criterias including: accuracy, grammar, voice/tone, and etc.
- Works closely with training team and to plan necessary refreshers based on the results of the quality audits
- Advises TLs on necessary coaching and praise.
- Innovates and executes new ways to verify that the highest quality is provided to the members at all times.
- Conducts monthly QA Talks

Job Title: Customer Service Representative - Aug. 2017 - Aug 2018
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Ensure customer satisfaction and provide professional customer support.