Lisa Baird
Douro-Dummer
Summary
Dynamic Team Leader with a proven track record at enhancing productivity through analytical problem-solving and team empowerment. Successfully mentored staff, resulting in improved performance and increased customer satisfaction. Skilled in comprehensive documentation and fostering collaboration, driving operational efficiency and achieving strategic goals.
Overview
21
21
years of professional experience
Work History
Team Leader
NQX
09.2017 - Current
- Led cross-functional teams to enhance operational efficiency and drive project success.
- Developed training programs to mentor team members, improving skill sets and performance.
- Implemented process improvements that optimized workflow and reduced turnaround times.
- Coordinated resource allocation and scheduling to ensure project deadlines were consistently met.
- Facilitated communication between departments, streamlining collaboration for strategic initiatives.
- Analyzed performance metrics to identify trends and recommend actionable improvements.
- Managed conflict resolution within teams, fostering a positive and productive work environment.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Team Leader
Sykes Call Center
02.2013 - 09.2017
- Oversaw quality control processes, ensuring compliance with industry standards and regulations.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Team Leader
Teleperformance Inc
11.2004 - 12.2012
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
Education
No Degree - Dental Assistant
Niagara College
WellandSkills
- Team-oriented collaboration skills
- Analytical problem-solving
- Strong focus on accuracy
- Team empowerment
- Team leadership
- Mentoring experience
- Comprehensive documentation skills
Languages
English
Native or Bilingual
Timeline
Team Leader
NQX
09.2017 - Current
Team Leader
Sykes Call Center
02.2013 - 09.2017
Team Leader
Teleperformance Inc
11.2004 - 12.2012
No Degree - Dental Assistant
Niagara College