Heather Merrill
Phoenix
Summary
Organized Senior Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
7
7
years of professional experience
Work History
Senior Team Lead
IntouchCx
11.2019 - Current
- Currently running an escalations team that includes agents from the US, Canada and the Philippines.
- Consults with executive and Ops leadership team for process implementation and building strategies for service rollouts.
- Assist with interviewing CSRs, CSR2s and Team Leads.
- QA both new and existing agents.
- Pull and analyze reporting, and build spreadsheets to present findings.
- Coach and develop: CSRs, CSR2s, and team leads.
- Support agents, CSR2s and Team Leads.
Offloader
Staffmark
06.2018 - 11.2019
- Offload trailer
- build and wrap pallets
- manage paperwork
- train new hires.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Digital Print Operator
Sweda
10.2016 - 05.2018
- Set up and operate UV printers, set up and run Graphtec printer, dome stickers and occasionally sublimate.
- set up artwork in Illustrator.
- Consistently met tight deadlines by effectively managing multiple projects simultaneously.
- Troubleshot technical issues promptly, maintaining minimal downtime for machinery during peak periods of demand.
- Trained new employees on digital print equipment operation, ensuring a smooth transition into their roles.
- Managed inventory levels of consumables such as ink cartridges or paper stock; closely monitored supplies to avoid shortages during critical times.
- operate Onyx or Color Print software
- train new Print Operators or Print Assistants.
Education
Yavapai College
Prescott, AZCentennial High
Corona, CASkills
- People Management
- Customer Service Management
- Coaching and Mentoring
- Inventory Control
- Teamwork and Collaboration
- Problem-Solving
- Team Supervision
- Complex Problem-Solving
- Call Center Operations
Community Outreach
UnBreakables, Committee Member, 04/08/22-Present
Timeline
Senior Team Lead
IntouchCx
11.2019 - Current
Offloader
Staffmark
06.2018 - 11.2019
Digital Print Operator
Sweda
10.2016 - 05.2018
Yavapai College
Centennial High
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