Team Lead, Virtual AssistantTeam Lead, Virtual Assistant
Shane
$1,000
per month
($6/hour)
Profile Description
I bring nearly 10 years of experience in the BPO industry, with five of those years in a team leadership role. During this time, I have developed strong verbal and written communication skills, allowing me to convey information clearly and foster open dialogue within my team. I pride myself on maintaining a positive outlook, which has not only helped me navigate challenges but also inspired my team to stay motivated and engaged. What truly sets me apart is my strategic background. I don’t jus...
Skills & Expertise
Skill Levels Explained:
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AI & Automation
Work Experience
Team Leader
Sutherland
Jul 2025 -
Job Responsibilities:
I pioneered one of our elite line of business from the program. One of the top Team Leader of the month from pioneering LOB. Directly supervise a team of 15–20 agents, conducting weekly 1-on-1 coaching and monthly performance reviews to ensure all KPIs meet or exceed service level agreements. Monitor real-time call queues and workforce management tools to maintain schedule adherence and optimal...
Team Leader
Concentrix
Mar 2020 - Jul 2025
Job Responsibilities:
Promoted from Fraud Analyst to Team Leader due to exceptional performance. Lead and coach a team to enhance productivity, share knowledge, and drive process improvements. Conduct regular team meetings to communicate updates and motivate the team towards achieving company goals. Provide 1:1 coaching to identify individual strengths and opportunities for growth, while also recognizing team achiev...
Fraud Analyst
Concentrix
May 2017 - Mar 2020
Job Responsibilities:
Monitored and analyzed bank transactions for suspicious activities or fraud. Worked closely with customers, verifying transactions and resolving discrepancies. Ensured strict adherence to company processes for identifying fraud and managing risk.
Customer Service Associate
Teletech
Sep 2013 - Dec 2014
Job Responsibilities:
Provided exceptional customer service by assisting with a wide range of inquiries and concerns. Handled high call volumes efficiently while maintaining customer satisfaction.