Team Lead
CurrentShoppers’ View provides market research services, competitive intelligence, and service audits via a secret shopping program. After being hired initially for a role in data collection I earned promotion to my current Team Lead role to supervise a 12-member research team executing ongoing market research and competitive intelligence projects for AT&T and a chain of California credit unions. I am responsible for onboarding and training new hires, assigning team tasks, monitoring progress and quality, tracking metrics to identify performance issues or areas for improvement, and creating weekly and monthly reports for management. My performance improvement initiatives included design and implementation of a new cold calling tracking procedure to note call time preferences for customers, with automated notifications sent to researchers to prompt calls at optimal times. The system dramatically increased caller efficiency and led to 10 consecutive months reaching monthly quota. My technical responsibilities include using Excel macros to audit data and identify duplication.