Celine Lines

Experience

• 

  VXI Global Solutions, LLC

  Sept 2014 - Jan 2021

  Handling a team of 15-18 members as customer support for one of the largest online payment systems. (PayPal). • Ensure that team members are meeting expectations when it comes to weekly and monthly performance (AHT, NPS, CSAT)• Facilitating coaching sessions with each team member weekly. That includes call listening sessions, calibration, and creating an action plan to measure success.• Side-by-side and feedback sessions with team members weekly to confirm if the plan of action is being followed• Attending Weekly Performance Reviews with overall cluster and calibration sessions with different partner sites nationwide. Show less Ensure that the new team members are set up for success in their new role by bridging the gap from Training to Operations.• Facilitating refresher sessions wherein the team members can ask more questions and do simulations to practice and ensure understanding of the process. Ensure that the mentees are engaged throughout the mentoring phase.• Presenting the group performance with the Operations Team during the mentoring phase and facilitating the BATON Process before handing over the team members to their respective Team Leaders to ensure that the Leader and teammate meet each other’s expectations. Show less

  • Team Leader (PayPal)

    Dec 2019 - Jan 2021

  • Subject Matter Expert (PayPal)

    May 2018 - Dec 2019

  • Lead Mentor (PayPal)

    Jun 2017 - May 2018

  • Customer Support Associate (PayPal)

    Apr 2017 - Jun 2017

  • Technical, Customer Service Representative (AT&T U-verse)

    Sept 2014 - Apr 2017
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  ClearSource BPO

  Jan 2021 - Aug 2022

  I oversaw a team of 15 to 17 members, handling two departments within 3 US Regions for six months. Guided agents through weekly coaching, which developed trust and confidence within the individual and the team.• Motivated team members to reach weekly and monthly goals by setting achievable commitments and making follow-throughs, which helped them gain accountability for their metrics and increased productivity from 70% to 80% of monthly goals.• Facilitated weekly team meetings, surprise huddles, and focus group discussions for everyone to learn to listen to suggestions and understand each other’s points of view to assist the team’s improvement and success.• Weekly meetings with client Managers, Supervisors, and other departments to ensure project deadlines were being met promptly. Show less • Collaborated with other departments to help complete 40-50 daily tasks, which resulted in account progressions, achieved the company’s collective goals, and a great customer experience.• Work closely with other departments to ensure the project's progress promptly. Doing hard follow-ups when hitting roadblocks throughout the process creates Ad Hoc tasks for processes involving different departments.• Ensure customers’ Solar Production by walking them through Sunrun’s system through the MySunrun App and handing them over to the Customer Care Team, which will be their point of contact. Show less

  • Team Leader (Sunrun Solar)

    Feb 2021 - Aug 2022

  • Project Coordinator (Sunrun Solar)

    Jan 2021 - Jul 2021
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  RSM Facility Solutions

  Jul 2022 - now

  Assistant to Project Manager (Planned Maintenance)

  • Duties include tracking project progress, assisting in budget preparation, monitoring work plan execution, writing project-related reports and other documentation, and coordinating and scheduling project meetings. Contributes towards developing and scoping projects and coordinates with different departments to ensure projects are completed on time.