marlei accettura call center team leader profile resultsdriven call center team leader 2 years experience effectively managing motivating teams deliver exceptional customer service skilled performance monitoring process improvement employee coaching consistently exceed performance metrics demonstrated expertise resolving escalated customer issues ensuring efficient call handling maintaining high levels customer satisfaction excellent communication interpersonal skills proven ability foster positive collaborative work environment employment history call center team leader montanasky call center services mt feb 2023 present achieved 95 customer satisfaction rating highest montanasky call center services history implementing effective training programs consistently monitoring team performance increased firstcall resolution rate 30 within six months streamlining processes providing targeted coaching agents fostering strong communication among team members successfully reduced average call handling time 20 maintaining highquality service standards resulting improved efficiency increased capacity handle customer inquiries led team 25 agents exceed quarterly sales targets 15 generating additional 200000 revenue montanasky call center services effective coaching motivation performance management call center supervisor blackfoot communications call center mt jul 2021 jan 2023 implemented new training program call center agents resulting 25 reduction average call handling time 15 increase customer satisfaction ratings within six months streamlined call centers scheduling workforce management processes leading 20 decrease employee turnover 10 improvement overall team productivity successfully managed team 30 call center agents achieving 8 increase sales conversions 12 reduction average hold times oneyear period education associate applied science business administration focus customer service management flathead valley community college kalispell mt sep 2017 may 2021 relevant coursework customer service management business communications principles marketing financial accounting human resources management organizational behavior business law details marleiaccetturagmailcom 710 3549042 123 big sky lane missoula mt 59802 links linkedincominmarleiaccettura skills salesforce proficiency zendesk expertise avaya mastery livechat fluency five9 adeptness genesys command cisco finesse languages english hindi hobbies photography gardening playing musical instruments