Cecelia Harker

Dayton,OH

Summary

Dynamic Team Lead at Road Runner Sports with a proven track record in staff training and performance improvement. Expert in issue resolution and fostering teamwork, I empowered employees to enhance customer satisfaction and loyalty. Recognized for exceptional coaching skills, I consistently drove operational excellence and motivated teams to achieve organizational goals.

Overview

years of professional experience

Work History

Team Lead

Road Runner Sports

San Diego, CA

06.2020 - Current

Trained employees on daily tasks and coached them to improve performance.
Assigned tasks to employees, and supervised activities to meet operational needs, and boost customer satisfaction.
Led the team by answering questions and solving complex problems daily.
Communicated with customers to assist and promote outstanding experiences.
Led and managed employees in partnership with other company leaders.
Addressed operational issues, and determined changes to drive improvements.
Measured performance and directed operations to drive continuous improvements.
Delegated daily tasks to team members to optimize group productivity.
Reviewed completed work to verify consistency, quality, and conformance.
Promoted to a leadership position in recognition of a strong work ethic, and provided exceptional customer service.
Motivated and empowered team members to build customer satisfaction and loyalty, to support retention and growth.
Conferred with other supervisors to coordinate operations and activities within or between departments.
Offered training and support to keep team members motivated and working toward objectives.
Fostered positive employee relationships through communication, training, and development coaching.
Assigned projects and distributed tasks to team members as per their areas of expertise.
Completed cross-training with HR for onboarding new team members.
Utilized problem-solving skills to assist with IT issues and team members' technical problems.

Customer Service Representative

EmployBridge

Bloomington, IN

02.2016 - 11.2019

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Answered inbound calls, chats and emails to facilitate customer service.
Developed strong customer relationships to encourage repeat business.
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Made outbound calls to obtain account information.
Improved customer service wait times to mitigate complaints.
Mentored new employees on procedures and policies to maximize team performance.

Education

Some College (No Degree) - General Studies

Ivy Tech Community College of Indiana

Bloomington

Skills

Staff training
Overseeing daily activities
Shift scheduling
Evaluating employee work
Issue resolution
Documentation and reporting
Problem solving
Giving constructive feedback
Attention to detail

Goal setting
Teamwork and collaboration
Verbal and written communication
Coaching and mentoring
Staff supervision
Team collaboration and leadership
Call center operations
Leading team meetings

Accomplishments

Recognized as Employee of the Quarter multiple times, twice consecutively, for outstanding performance and team contributions.
Promoted from sales agent to LOD, in less than 12-months. Promoted to Lead LOD 12 months into my LOD role.
Trained in onboarding new team members and submitting sensitive information and documents.
Knowledgeable in system upgrades and testing. Experienced in rolling out multiple new systems within the company.

Timeline