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Team Manager Resume Samples
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0-5 years of experience
Managed a team of 17 consultants effectively increasing sales performance by coaching and developing agents’ skills
- Raised customer satisfaction by 19% within 60 days, exceeding client target
- Met daily deadlines to provide time sensitive customer and operational feedback to clients
- Met with clients to maintain communication to enhance teams’ execution on new products and delivered training reports
- Executed and supported program merger by training and acclimating team of 25 to new systems and customer support, improved initial 30 day performance over 150% by the next close of month performance results.
0-5 years of experience
Supported operations and oversaw up to 10 processors. Managed the team to perform within deadlines and goals while also meeting quality control requirements and sustaining high customer satisfaction.
- Maintained and monitored pipeline reports of up to 300 loans ensuring compliance with federal regulations avoiding penalties and revenue loss.
- Conducted regular risk assessments and quality assurance reviews. Led the team to perform above standard in quality assurance with scores of 98% and above, metric to meet was 5% or less error rate.
- Resolved customer service issues by finding immediate solutions increasing customer confidence and decreasing escalations to the executive office. Excelled at improving overall customer satisfaction from 33% in 2010 to 73% in 2013.
- Evaluated employee performance on a monthly basis and coached and trained accordingly increasing quality of work and employee motivation
- Collaborated with the sales team to set monthly funding goals. Tracked progress and reported findings weekly.
0-5 years of experience
Monitored, identified and resolved performance, behavior and attendance issues for a team 15 to 25 of agents. Responded to personal and payroll issues, also reviewed statistics on a daily basis and provided constructive feedback, which resulted in becoming the best performing team in the site. Provided subject matter expertise on AT&T phone technology and ensured training needs of agents were met. Maintained customer satisfaction and handled escalated issues. Monitored and maintained contact center service levels. Trained and mentored agents on sales techniques.
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- Developed and managed the top performing teams in the site for 5 yrs.
- Created and launched “Balanced Performance” recognition program for the site, which resulted in deceased attrition from11% to 3.11%, deceased absenteeism from 12% to 3.25%.
- Lead Team Manager with a new sales platform (AT&T Uverse). Because of the teams’ consistent high performance in all areas, we were chosen to start the project and maintained a 4.5% TV average close rate. This ranked in the top 10% of the nation for a 12 month period.
- Received the Key Contributor Rating, the highest performance rating that could be given, for two years.
10+ years of experience
Managed multiple call center sales teams surpassing annual sales targets contributing to the achievement of over $100 million in annual revenue.
- Hired and mentored skills development of over 50% of team management staff currently in place, which contribute to all revenue and sales targets.
- Implemented Customer Assist Team yielding team managers 240 additional advisor coaching hours per month. Net benefit realized of over 2800 additional coaching hours annually, at a negligible cost to the business.
- Crafted unit contests that promote motivation and sales, yielding varying results of up to $130,000 increase in weekly sales attainment while remaining below operational budget.
- Primary liaison to streamline operations of multiple lines of business within organization.
- Managed test and change management team responsible for updates to CR2 Sales Method, achieving 100% system availability during new releases while simultaneously surpassing all targeted sales goals.
- Facilitated team manager calibration meetings, ensuring consistent alignment of customer contact quality measurements.
- Consultatively administered monthly and annual reviews to direct reports, setting clear and measurable goals, action plans, and follow-up procedures.
- Identified and corrected advisor’s deficient performance and behaviors, achieving maximum productivity.
0-5 years of experience
Payroll and scheduling for a team consisting of 20-30 direct front line associates. Manage the call center floor with 60-80 front line associates.
- Human Resource functions including corrective actions and medical leave coding.
- Conduct interviews for prospective ADT employees.
- Identify and report processes throughout ADT that have opportunity for improvement.
- Played a key role lowering the percentage of AT&T tower outage coding by decreasing coding errors by 15%. Reporting proved what cellular communication issues was due to AT&T cell tower outages and what issues were due to ADT installs.
- Developed quality assurance and monitoring standards utilizing NICE system and managed efficient delivery of feedback. Increased Service Excellence scores from 86% to 88%.
- Completed Aubrey Daniel International Training that taught me new ways to motivate my team to perform higher with recognition for top and improved performances.
0-5 years of experience
Trained, mentored and managed a team of up to 12 associates who reviewed, monitored, and prepared loans in foreclosure according to investor, state, and federal regulatory guidelines.
- Lead one of two specialized teams to act as a liaison between the bank, GSE and private investors
- Implemented new processes to streamline workflow within the team and for the site as a whole resulting in an average of 1.5 hours of additional productivity per day
- Bridged the GSE informational gap between GSE team managers and next day sale team managers through effective department-wide communication and training
- Established a condensed daily Next Day Sale workflow for the entire West Hills Pre-Sale site through a compilation of multiple reports
- Assisted in multiple projects including analysis of 3rd party sales across all investors to determine bidding strategies to be presented to foreclosure executives
- Delivered monthly scorecard one-on-one meetings with associates for coaching and motivation to drive production and accuracy in efforts to meet and exceed individual and departmental expectations
- Developed associates to exceed department benchmarks in efforts to reach personal and career-oriented goals of advancement within the company
0-5 years of experience
Ranked within the top 1% of all interns at the entry level. After 8 months, became promoted to manager position.
- Managed a nation-wide team of top-tier university students who show advanced leadership and organizational capabilities.
- Facilitated and ensured good communication of all information relayed by the Course Hero team members.
- Obtained organizational goals and information from the Course Hero Headquarters and disseminating the information to the individual team members.
- Identified and recruited potential team members for the [company name] team, on a national level.
- Researched and analyed market trends and produced strategic business development processes to increase team efficiency.
0-5 years of experience
Led 12 customer relationship associates to timely resolve complex complaints that were escalated directly to the Office of the CEO and President
- Routinely created and analyzed productivity reports
- Investigated trends, surfaced issues, identified root problems and collaboratively worked with team / associate to effectively resolve the issues
- Analyzed and resolved escalated customer questions, concerns, or problems requiring experience or knowledge beyond individual associate’s scope of responsibility
- Conducted case file reviews to ensure completeness and accuracy
- Facilitated meetings to communicate team performance goals and results; shared general corporate communication; provided a forum for surfacing opportunities and/ or issues
- Kept performance on track by monitoring and managing each associate’s performance; conducted formal twice monthly one-on-ones, annual performance reviews as appropriate
10+ years of experience
Reviewed work assignments as needed to ensure posting of funds received daily as required by mortgage governing regulations.
- Monitored staff performance and attendance for monthly and yearly reporting.
- Revised procedures as needed when new government guidelines are initiated.
- Created a tracking system for correspondence to ensure work was completed daily. Once process was placed in procedure timeliness increased by 80%.
- Handled escalated calls from staff to resolve payoff issues and collection concerns.
0-5 years of experience
Decreased equipment downtime by 56% across department
- Improved material handling systems in the site by implementing owners and routine inspections
- Developed and implemented systems to eliminate 55 hours per week of redundant work
- Qualified as Level 4 UPS trouble shooting practitioner
- Material storage and equipment handling safety owner for site
- Team Manager for a shampoo packing line
- Led quality investigations for the Hair Care department
0-5 years of experience
Managed 14 Tax Analysts. Duties as Processing Team manager included maintaining Service Level Agreements for delivery of duplicate and corrected 1099s during Tax Season, managing day to day workflow, new hire training of associates and ongoing coaching of staff.
- National Monitoring and Servicing Dorchester Tax Site Leader for first quarter of 2008.
- Identified and recognized as a Key Talent in the Northeast Market.
- Customer Service Liaison for Premier and Chief Executive Officer Tax Reporting issues.
- Eliminated use of overtime in 2007 through implementation of improved management routines.
0-5 years of experience
Drives and exceeds sales goals by executing [company name] initiatives for $79.5 million store.
- Increases sales 3.6% over LY in RTW 1.
- Effectively Partner with District Merchants, District Planners and external vendor teams to execute promotional calendar and identify profitable opportunities.
- Coach and develop managers about merchandising standards and sales deficiency.
- Managed receipt process for $27 million store.
- Developed and led a strong team to handle all back of house processing in a timely manner.
0-5 years of experience
Operations Management of the Records Center and Distribution Department.
- Responsible for direct management of 21 employees; hiring, firing, discipline, coaching, evaluating performance, development, assigned tasks and established objectives.
- Managed and executed daily business initiatives with reference to budget of over $2 million, customer service, production, and business plan objectives.
- Oversaw policy and claim records including yearly audits for terminated and active files.
- Established and maintained delivery standards to ensure customers’ needs were met.
- Successfully increased postage savings approximately 35% by partnering with customers and more efficiently processing out going mail.
- Created a customer service survey to increase customer service provided throughout the department.
- Served as the Facilities Team Manager’s back up, to include assigning work orders, inspecting work completed, assist in office build outs, and various other tasks.
0-5 years of experience
Managed team of analysts that reviewed complex loan files, including government, conventional, subprime and REO loans according to investor guidelines.
- Proactively managed risk by anticipating, identifying, analyzing, and minimizing during review.
- Cross trained department with Purchase Clearing to assist with service level turnaround times.
- Completed compliance monitoring on SLA’s ensuring goals were exceeded.
- Ability to multitask while maintaining the integrity of data input.
- Monitored, supervised, trained, and delivered quality audits to a team of 25.
- Subject matter expert on all mortgage documents, to include subprime and REO.
0-5 years of experience
Led, trained, and supervised a team of over 40 consultants in a BPO front end industry, providing customer care and technical support over the phone and by email. I was also responsible for providing consultants will call scripts, aids, and up to date client processes and made sure employees followed through with day-to-day operations.
- Coached consultants on missed audit parameters and assisted with correcting behaviors.
- Created reports for upper management and clients regarding CRM and telephone data.
- Performed operational tasks and worked with various departments within the global organization.
- Provided floor support to assist consultants with answers to questions to resolve customer’s technical issues.
0-5 years of experience
Trained and coached staff to improve skills of advocacy, youth development, facilitation, and team functioning.
- Communicated orally and in written form of 10-15 direct staff as well as organizationally with 150 Youth Advocates, Team Managers, Program Managers, and Directors.
- Developed and Implemented Performance Improvement Plans.
- Case Conference with school clinical teams: including psychologist, Social Worker, School Counselor, Department of Social Services, and Child Protective Services.
- Trained Staff on identifying healthy behaviors, verbal de-escalation techniques, and self-care monitoring.
- Provide supervision of staff, hiring/termination procedures, scheduling, orientation, Payroll, staff meetings, and training.
Team Manager Duties and Responsibilities
Team managers are leaders whom companies depend upon to keep operations flowing by making sure employees are carrying out instructions and performing their best. Doing this involves a variety of tasks, as noted by these critical responsibilities commonly mentioned in job postings for team managers:
Providing Feedback Team managers let employees know how well they are living up to expectations. They encourage positive behavior by letting individuals know what things they are doing well and offering clear, constructive advice on how to change actions that need improvement.
Motivating For team managers, group success is paramount. Therefore, team managers dedicate time to helping team members perform to their full potential. They may try to boost productivity and morale through goals, contests, encouragement, and demonstrations of appreciation.
Representing the Group Team managers often speak or act on behalf of their group. When they attend company meetings with other leaders, team managers report on the status of their group’s projects and address issues with the interests of their team in mind.
Looking for Improvements In an effort to help operations become more efficient, team managers are on the lookout for ways the company can improve. They may come up with new ideas to streamline processes or adjust scheduling to yield greater coverage. Their strategies often save time and money, which reflects well on the team.
Team Manager Skills
Team managers coordinate the efforts of those under their charge to yield maximum productivity from the group. Good ones know how to make each individual feel important to the overall goals. Other qualities often found among successful team managers include:
- Providing feedback sensitively and in a timely manner
- Communicating clearly so that everyone knows exactly what they should be doing
- Organizing efficiently to keep projects flowing harmoniously from start to finish
- Managing time effectively so that deadlines are met
- Building morale through encouragement and bonding activities
- Resolving conflicts among team members quickly and fairly
Team Manager Education and Training
Team managers oftentimes possess a bachelor’s degree in management, communications, or a subject related to the industry in which they work. Some team managers come to the position from lesser roles within the company because many organizations like to promote from within so that the person already is familiar with operations and goals.
Team Manager Resources
Help build your future career as a team manager with these sources:
American Management Association – Team managers interested in honing their skills should check out the AMA’s website, which is filled with suggested books, web events, conferences, and other learning opportunities in fields ranging from time management to leadership.
Conversational Intelligence: How Great Leaders Build Trust and Get Extraordinary Results – Team managers wanting to develop their conversational skills can benefit from this book of “profoundly practical tools” that will have you examining your own behaviors as well as those of others.
The 17 Indisputable Laws of Teamwork: Embrace Them and Empower Your Team – Maxwell, a New York Times bestselling author and nationally acclaimed leadership expert, shares advice in a practical, down-to-earth manner in this popular book. Readers call it “succinct” and “applicable” and praise the reflection it inspires.
A Team of Leaders: Empowering Every Member to Take Ownership, Demonstrate Initiative and Deliver Results – “A business book that I can immediately apply to my work” and “a how-to guide to delivering results” are two of the descriptions reviewers use when commending this book. Anyone who could use help inspiring, engaging, and empowering team members is bound to find it a useful read.
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Team Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
