Lisa Street
Jonesboro,IN
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Overview
17
17
years of professional experience
Work History
Team Lead
Foundever
09.2020 - Current
- Lead and develop agents on all aspects of their job.
- Measuring and coaching KPI's for continuous improvement and expectations of exceeding goals.
- One-on-one meetings are held monthly to ensure engagement, build rapport, and coach.
- Monitors agent's attendance, and approves time cards.
- Call and email audits to ensure progress and identify coaching opportunities.
- Identifying trends and behaviors and coming up with solutions to achieve better success.
- Offer and deliver additional training to ensure the achievement of all goals.
- Ensuring all policies and procedures are being followed.
- Harnessing positive business relationships both internally and externally.
- Monitor 30-50 outbound calls both weekly and monthly.
- Implemented help documents on areas of struggle for the agents. This helped increase KPI's. For most, KPI's were improved by 100% by following the guides.
Loyalty Specialist
Hyatt Hotels
06.2018 - 06.2020
- Making reservations as guests called in
- Assisted with any questions or concerns with their Loyalty Program
- Took 75-150 calls per day depending on volume.
Team Coach/Trainer
Sykes
10.2015 - 06.2018
- Lead/trainer
- My duties included training new hires
- Ran chat pod to ensure help to the agents.
- Coached a team of 10-15 agents weekly to make sure that metrics were reached and to help them achieve goals and help with issues they may be struggling with.
- Monitored attendance
- Monitored Service Level
Lead
Alpine Access
08.2008 - 10.2015
- Employed for the Indiana Visa Debit Card program that housed funds for Unemployment and Child Support
- Handled sensitive information to assist customers with their debit cards
- Trained new hires and office duties
- Implemented resources to increase calls per hour and help eliminate hold time for the customers
- Took on an average of 100-150 inbound calls daily.
Education
Diploma -
Oak Hill High School
Converse, IN05.1997
Skills
- Microsoft Excel
- Teamwork and Collaboration
- Multitasking
- Problem-Solving
- Time Management
- Excellent oral and written communication
- Adaptability and Flexibility
- Reliability
- Proactive and Self-Motivated
- Attention to Detail
- 9 years remote
- Customer focus
- Coaching and mentoring
- Performance monitoring
- Quality control
- Performance improvement
Timeline
Team Lead
Foundever
09.2020 - Current
Loyalty Specialist
Hyatt Hotels
06.2018 - 06.2020
Team Coach/Trainer
Sykes
10.2015 - 06.2018
Lead
Alpine Access
08.2008 - 10.2015
Diploma -
Oak Hill High School
Similar Profiles
Joey GumbanjeraJoey Gumbanjera
Customer Service Representative at FoundeverCustomer Service Representative at Foundever
Jose Marco VitanJose Marco Vitan
Team Leader at FoundeverTeam Leader at Foundever
TAWIANA MILONTAWIANA MILON
Chat & Phone Tech Support/ Customer Service Agent at FoundeverChat & Phone Tech Support/ Customer Service Agent at Foundever