Mahogany Love
Charlotte,NC
Summary
I'm a talented team leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. I would say I'm a very hardworking team player bringing necessary experience and knowledge to tackle any operational demand. My role is to lead assistant with talent supporting senior managers and upper management in decision making and improved productivity. Manage administrative and clerical functions, scheduling, logistics, meetings and provide follow-up on important projects and initiatives. Strong organizational and communication skills with attention to detail and accuracy.
Overview
10
10
years of professional experience
Work History
SR Team Lead
Greenworks Tools
09.2022 - Current
- Motivate employees to increase productivity and maximize service quality with hands-on leadership style.
- Response to team support questions quickly to maintain call center efficiency.
- Handle advanced issues with calm, knowledgeable and professional approach.
- Generate reports detailing metrics such as call times and satisfaction ratings.
- Minimize process lags through operations protocols and client account management training.
- Field customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Oversee a team of 14 agents that focus warranty calls.
Insurance Agent
Teletech -USAA Contract
10.2020 - 09.2022
- Promoted USAA products and services using upselling and other sales strategies.
- Provided coverage option information to assist clients in protecting assets.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
- Utilized advanced sales skills to overcome objections, persuade clients to purchase policies and close deals.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Quoted and calculated premium rates for policies, using rate book, PAS and calculator.
- Calculated premiums and established payment methods for sales.
Employee Relations Assistant Intake
Lowe’s Headquarters
07.2019 - 10.2020
- Promoted employee welfare by maintaining proper protocols throughout investigations and disciplinary procedures.
- Handled management and employee questions, contract interpretation and administration and issue resolve.
- Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
- Reduced grievances and arbitration needs by educating frontline managers on techniques for enhancing interactions between labor and leadership.
- Resolved employment-related disputes through proactive communication.
HR Representative
Lowe’s Headquarters
01.2019 - 07.2019
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Set, enforced and explained HR policies to team members to cultivate compliant and satisfied workforce.
- Answered employee inquiries regarding health benefits and 401k options.
- Improved office efficiency by effectively managing internal communications and correspondence.
- Assisted with on-boarding process for new hires.
Customer Care Representative
Alight Solutions -Aon Hewitt
01.2018 - 12.2019
- Built a successful referral network of company representatives, third-party administrators and benefits providers.
- Presented talks to human resources professionals and C-level executives about available services and benefits of different plans.
- Analyzed and modified compensation and benefits policies to establish competitive programs and ensure compliance with legal requirements.
- Researched all payroll, COBRA, disability and FMLA issues.
Collections Agent
J and J Solutions
07.2016 - 01.2018
- Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Evaluated consumer reports on a monthly basis.
- Accurately documented, researched and resolved customer service issues.
CLA 1
Carolinas Healthcare System
07.2015 - 08.2016
- Obtained information about clients’ medical history, drug history, complaints and allergies.
- Identified abnormal test results and referred them to the Clinical Laboratory Scientist for further review.
- Processed clinical specimens, including from lymph nodes, spleen, and peripheral blood, for laboratory testing and archiving.
- Prepared specimens for analysis and established proper chronological priorities in testing.
Assistant Manager
Family Dollar
12.2013 - 04.2015
- Met all customer call guidelines including service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints in an empathetic manner.
- Promptly responded to inquiries and requests from prospective customers.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Strong leader of customer support staff.
Education
High School Diploma -
Grainger High
Charlotte, NC06.2013
Skills
- Cash handling and management
- Retail merchandising experience
- Exceptional time management skills
- Committed to maintaining data integrity
- Persuasive speaker
- Strong problem solving aptitude
- Goal-oriented
- People-oriented
- Employee benefits laws
- Benefits explanation
- New employee enrollment
- Health and Welfare
- Defined Contribution
- Defined Benefits
- Work Force Administration
- Pay and Time
Timeline
SR Team Lead
Greenworks Tools
09.2022 - Current
Insurance Agent
Teletech -USAA Contract
10.2020 - 09.2022
Employee Relations Assistant Intake
Lowe’s Headquarters
07.2019 - 10.2020
HR Representative
Lowe’s Headquarters
01.2019 - 07.2019
Customer Care Representative
Alight Solutions -Aon Hewitt
01.2018 - 12.2019
Collections Agent
J and J Solutions
07.2016 - 01.2018
CLA 1
Carolinas Healthcare System
07.2015 - 08.2016
Assistant Manager
Family Dollar
12.2013 - 04.2015
High School Diploma -
Grainger High
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