Customer Service Team Lead
Peoria, Illinois Area
Leading my team to success by consistently coaching on call score performance, meeting all required metrics, and thorough training with information, process, and procedure. I schedule monthly one on one meetings with my team members, follow up with them on any errors, coach them to succeed in their role, and direct them on how to meet their goals.I had been a part of the development of our online chat and email team by leading the new customer service Digital Team department.I was also chosen to remote train a new customer service representative in Canada.We work directly with our Training and Development team to assist with the training of new hires and create training activities each month for our teams to learn new information.We perform our member's six month reviews halfway through the year.Extensive experience in SAP- ECC and CRM.Extensive experience in Zendesk.Extensive experience with Microsoft programs, such as Words, Excel, Outlook, Powerpoint ect.Extensive experience with Google Documents.