Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Lanier

Maitland

Summary

Team Lead with proven expertise in communication, leadership, and team development. Skilled at motivating and guiding teams in fast-paced environments to consistently meet deadlines and performance goals. Proactive problem-solver with a focus on driving efficiency and fostering collaboration to achieve goals.

Overview

10
10
years of professional experience

Work History

Team Lead

IntouchCX: L'Oreal
03.2023 - Current
  • Trained new team members by relaying information on company procedures.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition.
  • Coached team members in techniques necessary to complete job tasks effectively.
  • Analyze team members performance and productivity daily.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.

Client Processing Associate

BNY Mellon Investment Management
04.2022 - 02.2023
  • Improved processing efficiency by streamlining workflows and implementing best practices.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved client escalations with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Team Lead

24-7 Intouch: L'Oreal
10.2019 - 02.2021
  • Supervise CSRs and CSR2s.
  • Analyze call volume and average handle time to monitor CSR performance and productivity.
  • Ensure that Client updates are distributed to CSR/CSR2s.
  • Analyzed CSR KPI data and trends to provide accurate feedback via coaching sessions.
  • Implemented compliance standards at the team level, ensuring adequate employee knowledge and expertise to meet standards.
  • Manage various demands in fast-paced settings.

Quality Assurance Analyst

24-7 Intouch: L'Oreal
01.2019 - 10.2019
  • Monitor representative's quality of service to ensure proper protocol is followed across all channels.
  • Lead internal and client calibration meetings.
  • Research trends across the account based on contact data.
  • Coach representatives on quality opportunities in real-time.
  • Assess brand opportunities based on consumer feedback.

Beauty Adviser

24-7 Intouch: L'Oreal
01.2018 - 01.2019
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Met or exceeded service and quality standards every review period.
  • Addressed and resolved customer product complaints empathetically and professionally.

Subject Matter Expert

24-7 Intouch: Express
10.2017 - 01.2018
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Conducted performance reviews for Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Met or exceeded service and quality standards every review period.
  • Defused volatile customer situations calmly and courteously.

Customer Service Representative

24-7 Intouch: Express
07.2017 - 10.2017
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Managed high call volume with tact and professionalism.
  • Accurately documented, researched and resolved customer service issues.

Beauty Consultant

Sally Beauty
06.2016 - 01.2017
  • Arranged merchandise to present visually appealing displays that drive sales.
  • Recommended appropriate products to meet customers' individual needs.
  • Completed purchases and processed payments.
  • Fostered a friendly, warm and exceptional customer experience.
  • Carried out administrative tasks, including product inventory checks, charting and consultations.
  • Notified supervisor of supply needs to ensure necessary items were in stock.

Teacher's Aide

Rosemond Preschool Academy
01.2016 - 08.2016
  • Instructed up to 15 students individually and in groups.
  • Set up lesson materials, bulletin board displays and demonstrations.
  • Adapted teaching methods and materials to meet students' varying needs and interests.
  • Completed and filed all necessary paperwork for classroom activities, including meal count sheets and attendance logs.

Education

Cosmetology Certification -

Orange Technical College - Westside Campus
Winter Garden, FL
03.2016

High School Diploma - undefined

Edgewater High School
Orlando, FL
05.2015

Skills

  • Effective time management
  • Detail-oriented
  • Organizational Skills
  • Responsive to new challenges
  • Strong ethical standards
  • Effective conflict resolution

Timeline

Team Lead

IntouchCX: L'Oreal
03.2023 - Current

Client Processing Associate

BNY Mellon Investment Management
04.2022 - 02.2023

Team Lead

24-7 Intouch: L'Oreal
10.2019 - 02.2021

Quality Assurance Analyst

24-7 Intouch: L'Oreal
01.2019 - 10.2019

Beauty Adviser

24-7 Intouch: L'Oreal
01.2018 - 01.2019

Subject Matter Expert

24-7 Intouch: Express
10.2017 - 01.2018

Customer Service Representative

24-7 Intouch: Express
07.2017 - 10.2017

Beauty Consultant

Sally Beauty
06.2016 - 01.2017

Teacher's Aide

Rosemond Preschool Academy
01.2016 - 08.2016

High School Diploma - undefined

Edgewater High School

Cosmetology Certification -

Orange Technical College - Westside Campus
Jessica Lanier