1.  Excellent work references
Teika Lyons
 612-245-0634  Lyonsheart4@gmail.com
Objective Statement: As an experienced customer service associate, I would like
to put my earned skills to good use and provide assistance to the customers by
solving their queries. While earning this experience, I have gone through different
situations and earned skills to handle the arising problems and tricky conditions. I
have work at all levels in a call centers from customer service rep to supervisor to
trainer I would like to continue to grow and put my skills to work.
Summary Skills & Accomplishme nts
 Call center supervisor
 QA Supervisor
 Benefits Services
 Personal Banker
 Promoted to QA at
Greensky
 5 Ryder Outstanding
Customer Service certificate
from customer)
 Technical Support
 Computer Savvy
 Customer Service
 Warranty
Coordinator
 3 Ryder
Star(Outstanding
Performance
nomination from
peers)
 Scheduling
 QA Analyst
 Loan processor
 Claim Coordinator
 PeopleSoft (software)
 3 Trips to Hawaii fox excellent
Performance At AT&T
 Promoted twice with AT&T
 Trainer  Power point  Photoshop
Experience
09/01/2013-current Ryder Warranty Atlanta, GA
Warranty Team Lead
 Knowledge of trucks and components
 Excellent verbal and communication skills
 Experience with standard repair time
 Completing purchase orders
 Managing multiple major failures and repairs from start to finish
 Interaction with retail customers
 Knowledge of D.O.T (Department of Transportation)required inspections
 Managed and directed the daily activities of call center agents.
• Mentored Customer Service Representatives (CSR’s); This includes regular call reviews followed by feedback
and coaching sessions (Teamof 25 individuals)
• Worked with the Quality Managers (QM) to calibrate exceptional quality expectations.
• Worked as Masterresource of information to answer operator questions,while assigning tasks,following up and
giving instructions as needed. (Dept of 160)
• Worked with the QM to reinforce training to and apply skills and tools.
• Identified solutions,successes,and opportunities to evolve customer and CSR experiences.
• Possess the ability to inspire and support people to gain their trust.
• Demonstrated ability to build effective relationships with all levels of professionals and maintain them as well.

2.  Excellent work references
• Ability to plan well and prioritize work appropriately; Ability to be calm and composed under tight pressure
even.
• Proven track record of displaying ownership, urgency and sound decision making.
Awards/Achievements
• Coached/Mentored CSRs on team to most #1 finishes for monthly dashboard matricies
• Restructured Mentor Program
• Certified in Visio/BPMN Process Mapping Best Practices
• Created all “Best Process” Documents and most Visio Process Map diagrams for Customer Service Department
 Receives documentation and organizes by claim number
 May have to order an appraisal when claim is over a certain amount or possible fraud.
 If claim denied, sends denial letter to customer and copies dealership if necessary.
 Sends missing information letter to customer if document is missing and copies Dealership if necessary. Notates
the system.
 Adheres to Quality Assurance Guidelines
 Prior to sending checks out, must ensure premium is first received from Dealership
 Determines priorities when receiving multiple claims.
 09/2012-09/01/2013 Greensky Credit (call center)
Atlanta, GA
 Customer Service Representative/QA analyst Supervior
 Researched billing issues,misapplied payments, recommended process improvements, and initiated immediate
follow-up on unresolved customer issues
 Thoroughly and efficiently gather customer information, asses and fulfill customer needs,educate the customer
where applicable to prevent the need for future contacts and document the interaction through contact tracking.
 Professionally handle incoming calls, voice mails and emails to ensure that customer, merchant and sponsorissues
are resolved both promptly and accurately with the highest possible degree of respect and urgency.
 Provided customer service for a high volume of primarily routine inbound telephone calls while providing
customer satisfaction and retention
 Coordination of client reference materials, including developing solutions to process improvement projects as
identified
 Quality Analyst to review, analyze and report data related towards training and quality
 Providing clarification of the following based on data; procedures and developing coaching opportunities with
Agents & Supervisors in the areas of customer service, product and systems support
 design of call monitoring formats and quality standards
 Performs call monitoring and provides trend data from calls, email & chat to site management team
 Uses quality monitoring data management systemto compile and track performance at team and individual level
 05/2010-09/2012 Great Call (call center)
Carlsbad, CA
 Team lead /QA analyst /Trainer
 Monitor and review customer satisfaction surveys daily to evaluate how satisfied our customers are with the
services we provide
 Perform call monitoring, evaluation, and supportive coaching sessions forCustomer Service Representatives to
improve customer service interactions throughout the organization and to promote continued staff learning and
development.
 Monitors and evaluates the quality and content of inbound and outbound calls; and provides direct feedback to the
agents.
 Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved.
 Provides continual feedback and information data to management for improvement of Merchant Service skills
across multiple products,as well as, recommendations to improve our training program.
 Coordinates call calibration for Team Leads, Supervisors, and Managers as needed.
 Policy/procedure development, interpretation, and implementation
 Plant investigation root cause analysis,corrective action identification, and recommendation of affected material
disposition

3.  Excellent work references
 Facilitate learning via classroominstruction and incorporate a variety of presentation methods and applications to
accommodate adult learning styles
 Deliver new hire training and other departmental training programs; provide creative, effective classroom
instruction throughout the organization
 Manage classroom environment, analyze results and identify gaps in training needs
 Design leader and participant guides, job aids, training curriculum and other required coursework that is clear,
concise and accurate
 Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company
 Create exercises, instructional activities and training assessments that reinforce learning
 Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process
 08/2009-03/2010 Masterson Professional Staffing
Minneapolis, MN
 Customer Service Representative/ Mortgage Consultant and Loan processor / Valuation Service Rep
 Calculate income based on w2 and self-employed bowers
 Analyze underwriting conditions and borrows of items required
 Processing,closing and compliance on loans
 Taking information and completing application for both kinds of refinances
 Appraisal order placement
 Communication with vendors to make sure the job is complete on time
o .
 10/2006-01/2008 Sprint (call center)
Orlando, FL
 Supervisor/Trainer
 Supervised callers for all aspects of calling shift
 Ensure appropriate staffing to meet volume demands and service level
through effective workforce management techniques.
 Effectively execute the corporate and departmental quality assurance program to include client concern
initiation/resolution and the monitoring of department workload.
 Order credit supplements
 Check documents for accuracy
 Liaison between calling staff and uppermanagement
 Give ongoing training to new /returning team members
 Motivated and encouraged team members
 Developed training materials
 Facilitate learning via classroominstruction and incorporate a variety of presentation methods and applications to
accommodate adult learning styles
 Deliver new hire training and other departmental training programs; provide creative, effective classroom
instruction throughout the organization
 Manage classroom environment, analyze results and identify gaps in training needs
 Design leader and participant guides, job aids, training curriculum and other required coursework that is clear,
concise and accurate
 Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company
 Create exercises, instructional activities and training assessments that reinforce learning
 Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process
Education: ART INS TITUTE O F ATLANTA PERS UING BA IN ADVERTIS ING