team leader Archives

Contact businesses or private individuals by telephone in order to solicit sales for goods or services, or to request donations for charitable causes..
Provide advice to staff on HR issues
Provide advice to managers on workforce issues
Liaision with Workplace Relations, Learning & Organisational Development and Health Safety & Wellbeing regarding workforce issues

CPR/AED Certified
Completed 2,123 hrs of community service
Gold Presidential Award
Reporting to Senior Management on retention rates, attrition rates and trends and vacancy management

Leads a team of employees. Coach team members and provides encouragement. Communicate regarding their job performance and help them to grow and achieve their goals.
Handles escalation calls from team members.
Submit daily reports regarding the team’s status.
Handled phone, chat, and email support to customers.

Ensuring compliance with and, as necessary, conducting Safety Screening whilst following Safety Screening guidelines and procedures
Providing in depth knowledge of Visa’s and related working rights
Management of Disability Accommodation Services Establishment database
Creation and management of DFATS Establishment database

Introduction of Culturally Diverse recruitment practices across DAS & DFATS
Introduction of DAS residents on interview panels
Management of a team of 4-5 staff over two worksites including regular supervision and PDP’s
Strategic planning of recruitment and workforce requirements
Organising / presenting & / or facilitating at Forums / Information Sessions / group interviews
Oversight and management of recruitment processes for Disability Support Workers (DAS & DFATS) and Clinical staff (DFATS)
Assisting DAS staff with group & panel interviews including briefing of panel members

Manages and oversees the activities of a team of CSRs, ensuring that each individual performs at par with the standards set by the company and the client.
Monitor the performance of each team member against specified program metrics such as CSAT, FCR, Quality, Attendance, Adherence, CPH & EPH.
Provides necessary support and assistance in order for metrics to be improved on,attained or exceeded.
Regularly performs tasks related to team management as well as reporting on the team’s performance.
Performs administrative duties for the team; motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account and the over all profitability of the company.

Motivating team of operations on both inbound and outbound calls.
Supervised inbound team to make certain they answered questions knowledgeably.
Supervised outbound team to ensure they followed computer-generated lead order and exhibited courtesy at all time.
Schedules according to budgets and workloads.

Lead a team of 5 agents for International outbound campaign.
Prepared Weekly/monthly reviews/ performance tracker.
Trained and coached the team members to achieve sales target.
Ensured that they meet their personal goals by providing them, time to time quality feedbacks and other required training sessions.
Planned and arranged team building activities/exercises.

Coordinating, organizing and implementing of community service programs, engagement initiatives and any other event that may involve participation of the team.
Facilitating worker engagement programs as often as team decides.
Coordinating team member communication and meetings with people officer.
Following up on team in regard to task completion and filling of action forms.

Assess, motivate and empower team members to perform in manner that builds customer satisfaction and loyalty, leading to above-and-beyond team performance
Communicate and coordinate with multiple departments to achieve top results
Provide leadership and direction for employees, supervising activities to drive productivity and efficiency
Mentor newly hired employees on product knowledge and individual performance by constantly reviewing team members’ KPIs
Resolve customer complaints by using active listening and problem solving skills and provide constructive feedback to upper management for changes
Fostered positive employee relationships through effective communication, training and development coaching

Supervised and led a team of heavy weapons specialists, educating and applying hands-on training for them to succeed in the team’s operations and tasks.
Self discipline under stress.
Good critical thinking skills.
Supervised a team of 4 military personnel and effectively trained others.
Maintained and inspected over $3 million of equipment resulting in zero loss.

Manage team of over 15+ employees, including full time vendor roles, and part time sales
Created & Implemented coaching training rhythms weekly to increase team product knowledge and customer overall Net Promoter Score consistently 80% and higher
grew sales yearly 6% and higher in role
Multiple time “Million Dollar Writer” in sales
built a culture of leaders creating leaders, over 7 employees growing to a full time or management role.

Market planning with Marketing Automation Software – ELOQUA and Infor CRM.
Providing support to Global Marketing and Sales Team.
Responsible for conducting periodical performance reviews for the Team Members.
Delivering real-time reporting on campaigns & utilized CRM program to record & Manage the results.
To support and nurture the team to deliver excellent customer service, and strong performance against their individual KPIs and objectives, through constructive feedback and coaching.
Mentoring the Process Experts & Sr. Executives.

Responsible for entire Accounts Payable and Accounts Receivable process in SAP ERP environment.
Ensuring all the Key Performance Indicators (KPI) are thoroughly checked before the final disbursement of payment to the vendor
Reconciling vendor accounts on monthly basis, verifying any discrepancies and generating reports.
Preparing monthly and quarterly MIS reports of the process including Dashboard and Metrics and circulating to top management.
Monitoring the overall functioning of process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Assigning the work to team members and monitoring on completion of deliverables.
Setting up of goals, conducting appraisals and having periodical review and assessing the team members on their performance, grooming them to get career growth.

Make data of all work in a day and review with team after shift done for future planning and better results.
Motivate team by celebrating with them for giving boundless energy in work time for achieving metrics target.
Partner with Cluster HRO, COE Heads (Recruitment, Talent, Compensation, Control) and with the business to ensure all new initiatives / projects are implemented aligned with local regulations, corporate policies and staff relations perspectives
Represent the HR function on all internal Governance and Controls Committees. Participant of Country Business/Operating Committee at country level

Train or supervise other workmates
Observe and monitor the area
Credibility and recognition of ethical behavior
Work closely and proactively with the Head site’s Management Teams and the Country Senior Management Team; local legal entity Board(s) on all issues related to the country franchise Human Capital strategy across all legal entities

Lead & develop a high performing sales team.
Deliver sales objectives by category, volume & value targets in respective area of responsibility.
Apply the concept on territory management to improve coverage and cost effectiveness.
Ensure effective execution of company’s plans at trade level.
Ensure effective distribution operation’s are in place by monitoring & controlling distribution set up.
Increase coverage & penetration of company products in assigned area.
Ensure that payment terms are respected.

Perform difficult staffing duties, including dealing with under staffing, refereeing disputes, firing employees, and administering disciplinary procedures
Managing a team size of 6 and oversee their performance.
Assigning tasks to team as per committed SLA’S.
Identify problems, using independent judgment in resolving problems by interpreting policies accurately and weighting alternative approaches when needed.
Management and reporting of local employee metrics and analysis, such as headcount movements, attrition, hiring, gender balance, etc.
Unwavering Confidentiality, Business planning and management skills
Assertiveness, interpersonal and effective communication skills that facilitate interaction with employees at all level of the organization

Prepared and provided curriculum to interns and evaluated there performances on weekly basis. Evaluation basis included observing them everyday in classes, comparing their performances with the laid ground rules & as well as taking. Discussions at the end on how they can improve and improvise what they were told to, keeping in mind anything they think is better could be discussed amending some former basis.
Keeping daily attendance record of interns and students as well. Responsible for keeping discipline amongst students.
Gave Lecture on Gender balance, women empowerment, and domestic abuse to create awareness among both boys and girls to make them aware of there rights and what is right and wrong.
Organized last day event to showcase talent of students to the union’s directors.

Implemented new working processes which delivered continued improvements.
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Distributed individual assignments to team members and monitored progress against production timetables.
Handle customer escalations and resolve member complaints in an appropriate and timely manner within company policy

Responsible for the day to day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and accepted legal requirements.
Effectively coaching direct reports on their performance on a regular basis to ensure performance metrics are achieved.
Identify performance related issues, develop an action plan for improvement, implement corrective action up to and including termination and employment.
Ensure service delivered to clients meets contractual Key Performance Indicator (KPI’s) and financial expectations.
Ensures performance metrics are achieved by providing adequate coaching, motivation and accountability
Stay current on internal work process, policies and procedures. Communicate expectations to employees and provide timely updates.
Provide subject matter expertise in handling escalated customer calls as needed.

Building and maintaining relationships with internal and external stakeholders
Collaboration
Effective resource and capacity planning
Compliance with regulatory and legislative requirements

Ensure guest marked, washed, Ironed, properly packed and deliver in timely manner
Ensure department and equipments are clean all time
Process all hotel linen, uniform and guest laundry
Complaint resolution and management

Motivating team to achieve business goals
Fostering teamwork
Recruitment and on-boarding of new employees
Manage client satisfaction

Oversee day-to-day operation of Technical support & Sales teams
Identify training need analysis & top call generators
Collaborated with Post Call Customer Survey Team to achieve customer satisfaction scores and increased the average floor score from 73% to 85% within 4 months of takeover
Led the PCCS ( Post Call Customer Survey ) Team to exceed company objectives with customer satisfaction scores; met monthly bonus metrics consistently

Lead a Sales and Support team of about 20 people
Implementation of the Business strategy
Allocation and management of sales targets and individual performance goals
Managing and tracking performance against these targets and goals
Effectively managing underperformance
Coaching and mentoring
Talent management

Providing exceptional customer services at all times
Ensuring that banking, management diaries and food safety books are completed on a daily basis
Training team members on different stations to help increase their knowledge as well gain confidence
Stocktaking and Ordering stock according to the daily target
Waiting on customers and prepping food

Management of a team of 7-10 Sales executive to acquiring new Banking customers.
Engaging customer with multiple products at the time of account Opening( viz: Mobile banking/Net banking registration /RD- FD activation.
Ensuring account activation & 2 month funding for incentive gating Generating Leads for family accounts and other cross sell products Resolving customer queries/issues.
Maintaining of Daily activity/Sales report.

Motivated team of call center operators on both inbound and outbound calls.
Supervised inbound team to make certain they answered the customer’questions knowledgeably and thoroughly.
Supervised outbound team to ensure they followed computer-generated lead order and ensured if the customer is happy and case could be closed.
Did spot-checks listening in on calls to make certain team followed provided scripts.
Ran monthly goal contests with rewards.
Motivated team to meet monthly goals.

Confer with customers by telephone or in person to provide information about our services, take or schedule customers, cancel accounts, or obtain details of complaints.
Resolve customer complaints or answer customers’ questions regarding policies and procedures and services.
Clean rooms, hallways, lounges, restrooms, corridors, kitchens, stairways, and other areas so that customer satisfaction was met.
Kept log book of miles and expenses for company vehicle.

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