ALEXANDRA TORIBIO
CHARLOTTE
Summary
Dynamic Team Lead with a proven track record at Accenture, excelling in customer service excellence and process improvement. Skilled in developing training materials and standard operating procedures, I foster team growth and efficiency. My strong organizational abilities and problem-solving techniques drive high-quality outcomes in fast-paced environments.
Overview
39
39
years of professional experience
Work History
Team Lead
Accenture
2025.02 - Current
- Provided leadership and guidance to team members, ensuring timely completion of tasks to high standards.
- Supervised 8 associates in daily operations, fostering a collaborative work environment.
- Mentored team members to improve skills and promote professional development.
- Implemented process improvements to streamline operations and increase efficiency.
- Monitored reports to guide associates across 4 sites, enhancing overall performance.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Developed training materials for onboarding new staff and continuous learning initiatives.
- Update and create the Standard Operating Procedures
Team Lead
TIAA
Charlotte
2020.06 - 2025.02
- Monitored reports and guided 45 staff on work processes
- Trained associates on best practices and company policies
- Update and create Standard Operating Procedures
- Delivered high-quality customer service to all external and internal clients
- Assisted manager with daily operations across multiple sites
Senior Specialist
TIAA
Charlotte
1999.10 - 2020.06
- Contributed to development of GOP notices green belt, remittance reconciliation report, strategic refactor, and deemed distributed loans full process, enhancing operational workflows.
- Updated SOP for manual loan repayment and refund, and created new SOP for remittance reconciliation report, improving procedural clarity and compliance.
- Processed contributions, mistake of fact, reinstatement, loss earning, and various requests for TIAA account, ensuring accurate and timely resolution.
- Consistently provide the highest quality of customer service to all external and internal callers.
- Respond to all telephone and escalated inquiries in an efficient manner
- Effectively utilize prescribed resources and procedures to complete requests.
- Provided support to manager by preparing detailed reports and conducting research.
Administrative Assistance
TIAA-CREF
Charlotte
1988.06 - 1999.10
- Provided administrative assistance by scheduling appointments, maintaining files, and organizing documents for 13 field representatives and 2 managers.
- Executed administrative tasks including supply ordering and employee record maintenance, supporting operational continuity.
- Managed telephone inquiries and escalated concerns, ensuring timely resolution.
- Assessed existing processes to pinpoint improvement opportunities.
Receptionist
Cosmetic Concepts
Garfield
1987.06 - 1988.06
- Provided receptionist services for CEO and two managers, managing calls and scheduling appointments to optimize executive time.
- Directed phone calls, messages, and inquiries to appropriate departmental personnel, ensuring efficient communication.
- Maintained daily logs of Directors’ reels sent to ad agencies, facilitating streamlined project tracking.
- Responded to personnel-related questions and provided information to authorized personnel.
- Organized and maintained company files.
- Read and routed incoming departmental mail.
- Processed payroll using ADP for 150 people.
Education
Master of Arts - Organizational Management
The University of Arizona Global Campus
San Diego, CA2020-11
Skills
- Team leadership
- Facilitation skills
- Training development
- Employee training
- Customer service excellence
- CRM management
- Siebel CRM
- MS Office expertise
- Problem-solving techniques
- SOP management
- Time management skills
- Coordination skills
- Critical thinking skills
- Effective communication
- Active listening
- Organizational abilities
- Internet proficiency
References
Available upon request
Languages
English
Professional
Spanish
Professional
Timeline
Team Lead
Accenture
2025.02 - Current
Team Lead
TIAA
2020.06 - 2025.02
Senior Specialist
TIAA
1999.10 - 2020.06
Administrative Assistance
TIAA-CREF
1988.06 - 1999.10
Receptionist
Cosmetic Concepts
1987.06 - 1988.06
Master of Arts - Organizational Management
The University of Arizona Global Campus