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Work Background
RoutableTechnical Support Expert
Oct. 2021Remote
Indeed.comTeam Lead, Client Optimization
Apr. 2018 - Jul. 2021Stamford, Connecticut, United StatesResponsibilities include:
-Guiding team members to consistently meet their KPI targets
-Helping members of my team continually develop knowledge and skills so they improve in their role, and are prepared to apply for roles in the future
-Conducting 1:1 meetings with individual contributors on my team every other week to discuss struggles, successes, and work on development
-Coordinating with management to ensure any structural or procedural changes are communicated to the team appropriately
-Conducting trainings to onboard new hires in the department
-Assisting clients on live chat, phone, and email for a few hours each day Specific projects I’ve worked on include:
-Sending our team a weekly newsletter for important updates
-Creating a guide for continuous education within our department
-An “Engagement Team”, in which I helped put together activities and events to keep morale and engagement high
-A task force to improve the efficacy of our help site for clients
Indeed.comAccount Specialist
Mar. 2016 - Apr. 2018Responsibilities included:
-Answering phone calls from clients and providing excellent customer service
-Keeping track of personal metrics to ensure KPI targets were being met
-Conducting shadow sessions for new hires to familiarize them with their daily functions. Additional focus:
-Helping my team develop their knowledge by creating process guides and sending weekly quizzes.
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