Leesa Donald
Geelong,VIC
Summary
Dynamic Team Leader with a proven track record at Call Centre, excelling in performance improvement and team building. Expert in coaching and mentoring, I successfully developed project plans that enhanced operational efficiency. Committed to fostering relationships and driving results, I implemented safety procedures and staff training programs, achieving significant improvements in team performance.
Overview
8
8
years of professional experience
Work History
Team Leader
Call Centre
11.2016 - Current
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Assisted in recruitment to build team of top performers.
- Created and managed project plans, timelines and budgets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
- Maintained database systems to track and analyze operational data.
- Gathered, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Generated reports detailing findings and recommendations.
- Evaluated staff performance and provided coaching to address inefficiencies.
Skills
- Coaching
- Complaint resolution
- Mentoring
- Program development
- Onboarding and orientation
- Budget management
- Performance improvement
- Team building
- Sales expertise
- Team supervision
- Safety processes and procedures
- Workflow management
- Leadership
- Key performance indicators
- Complex Problem-solving
- Relationship building
- People management
- Verbal and written communication
- Performance evaluations
- Problem-solving
- Staff education and training
- Analytical thinking
- Teamwork and collaboration
- Goal setting
- Coaching and mentoring
- Attention to detail
- Team motivation
- SMART goals
- Documentation and reporting
- Conflict resolution
- Giving constructive feedback
- Staff training
- Project management
Accomplishments
- Supervised team of 14 staff members.
Timeline
Team Leader
Call Centre
11.2016 - Current
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