Tereese Lee

Experience

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  OnStar

  Feb 2013 - Aug 2015

  Customer Loyalty Advisor

  Educated 30,000 customers on OnStar products and services; customer service production eliminated need to hire additional personnel; saved company $87 thousand in salary costsMonitored 750 calls for quality assurance; ensured company’s high quality level of customer service through auditing customer phone proceduresCorrespondence, billing and quality management manager; prepared over 400 reports to analyze metrics; provided senior leadership with data integrity to foster good decision-makingLeveraged customer service and quality assurance expertise to serve subscribers, businesses and dealers; decreased overall company call-back by 30 percentProvided outstanding customer service for 300 customers in need of roadside assistance; quick actions and superior knowledge fostered quick response to customer needs Show less

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  Aerotek- Quicken Loans

  Feb 2016 - Dec 2016

  ISM assurance

  Monitor 200 calls per month for quality assurance. Propose solutions for training and coaching deficienciesBuild, grow and maintain relationships with Regional Vice Presidents, Directors of Mortgage Banking and Mortgage BankersAct as a liaison between teams to analyze and communicate important metrics with banking leadership, training, and coachingAttend call calibrations, team member hot seats, Town hall meetings and continue my education using training resourcesShare findings of success and areas of improvement with team leaders; this can include presentations in team meetings/huddles, email notifications and leadership meeting discussions Show less

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  London Square LLC

  Feb 2017 - Jan 2018

  Processor

  Provide effective rebuttals for applicant objections as necessary to ensure client retentionEnsure completeness of documentation and that it meets department service and quality standardsIn a timely manner, prepare files for underwriting review by reviewing application; clarifying and obtaining additional information as necessary to ensure date and cash advance amount is accurate and completePrepare file by reviewing application; clarifying and obtaining additional information as necessaryProactive communication of application status to the Client and Call Center Sales Agents Show less

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  Bedrock Detroit

  Feb 2018 - Apr 2021

  Communicate operational or maintenance-related issues to team members and tenantsWork with the Security Command Center to ensure communication is streamlined between team members and tenantsOversaw 12+ employees for project completion for over 20+ projects dailyFacilitated the execution of 1 year long project - Training Academy for new Parking Technology for the Parking team members Implemented policies for project completion and team member responsibilities - Conveyor belt style to delegate responsibilities to senior ambassadors Defined project goals and created a plan to track progress via Microsoft Teams Delegate tasks and manage deadlinesFull creativity in developing programs and methods for engaging team members toward the success of a goalFocus on the ability to manage multiple projects and tasks simultaneouslyDiscover training needs, set clear team goals and provide informal coaching to drive personal and professional developmentSuggest and organize team-building activitiesProvide Quality Metrics for team members on all shifts Recommended, developed and reviewed QA standards, policies and procedures for all functions involved or related to the quality of company standards - Listened up to 10 calls daily and more, if necessary Created customer service feedback platform and provided feedback to leaders and members Listened to calls either recorded or side-by-side while communicating feedbackEncouraged good practices and coached on bad trends and habits Implemented team member training and coaching initiatives Establish team member staffing to meet the daily business demandsDevelop, implement and maintain standard operating proceduresProvide reporting on daily, weekly and monthly key performance metrics Show less Assist with overseeing day-to-day operationsDelegate tasks and manage deadlinesCommunicate operational or maintenance-related issues to team members and tenantsWork with the Security Command Center to ensure communication is streamlined between team members and tenantsCoordinate with Garage Managers to address and rectify parking-relating issuesPromote Bedrock culture, motivate team members and build trustDiscover training needs, set clear team goals and provide informal coaching to drive personal and professional developmentSuggest and organize team-building activities Show less Answer and address all parking intercom calls from Bedrock-owned parking garages in Detroit and Cleveland, OH. Use 3-4 verification softwares to verify team members and tenants employment status and parking assignments upon entrance/exitCreate and maintain an updated log of 50 to 125 intercom activity dailyFulfill validation and badge requests via intercom, phone and emailsPerform basic access control functionsMonitor garage cameras (garage surveillance)Develop new projects to improve transportation and communication around the Central Business District. Promote Bedrock culture, motivate team members and build trust Show less

  • Client Experience - Team Lead

    Oct 2020 - Apr 2021

  • Client Experience - Team Captain

    Feb 2019 - Oct 2020

  • Client Experience Ambassador

    Feb 2018 - Feb 2019
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  Teleperformance

  Aug 2021 - now

  Employee Engagement Specialist

  Assist with management and implementation of employee retention initiatives. Rollout and execute domestic and global campaigns.Key AchievementsPartnered with corporate coordinators to assist with fundraising activities. Hosted events that profited over $10,000 for Feed The Children campaign. Helped plan and execute new branding strategies for the Health & Wellness program. Assist with updating over 2,000 employees with new technology - Shipping and handling of new computers and devices, and data tracking while meeting my employee engagement goals/deadlines. Full control over marketing materials for events - Creating Powerpoints, flyers, SharePoint pages, mass communication etc. Daily ResponsibilitiesOversee onsite Fun Committee Teams, company store and rewards.Assist with the development of theming and deliverables for employee recognition programs and annual awards for 80 employees or more. Assist with the development of theming and deliverables for Diversity, Equality and Inclusion events: Example: Juneteenth and Pride MonthAssist with the development of theming and deliverables for Birthday Celebrations, Service Anniversaries, Holiday’s, and National Customer Service Week.Promote site events through daily/weekly written articles and social mediaPlan and coordinate employee gatherings, parties, luncheons, etc for both onsite and virtual events. Each gathering holds 10-200 participants. Assist with month reconciliations and reports for monthly budgets and FedEx shipments Show less

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  City Shield Security Services

  Oct 2022 - now

  Account Manager

  Acts as liaison between the client and City Shield.Assist with the development, implementation, and improvement of security day-to-day operations to meet client satisfaction and City Shield financial targets.Responsible for managing the proper flow of communication to and from the client to all areas of the company.