Teika Lyons is seeking a customer service role where she can utilize her 15 years of experience in various call center roles including customer service representative, supervisor, trainer, and QA analyst. She has a strong background handling customer issues, training other representatives, and leading teams at companies such as Ryder, Greensky Credit, Great Call, and Sprint. The document outlines her skills, qualifications, work history demonstrating progressive experience in customer service, and education pursuing a BA in Advertising.

1.  Excellent work references
Teika Lyons
 612-245-0634  Lyonsheart4@gmail.com
Objective Statement: As an experienced customer service associate, I would like
to put my earned skills to good use and provide assistance to the customers by
solving their queries. While earning this experience, I have gone through different
situations and earned skills to handle the arising problems and tricky conditions. I
have work at all levels in a call centers from customer service rep to supervisor to
trainer I would like to continue to grow and put my skills to work.
Summary Skills & Accomplishme nts
 Call center supervisor
 QA Supervisor
 Benefits Services
 Personal Banker
 Promoted to QA at
Greensky
 5 Ryder Outstanding
Customer Service certificate
from customer)
 Technical Support
 Computer Savvy
 Customer Service
 Warranty
Coordinator
 3 Ryder
Star(Outstanding
Performance
nomination from
peers)
 Scheduling
 QA Analyst
 Loan processor
 Claim Coordinator
 PeopleSoft (software)
 3 Trips to Hawaii fox excellent
Performance At AT&T
 Promoted twice with AT&T
 Trainer  Power point  Photoshop
Experience
09/01/2013-current Ryder Warranty Atlanta, GA
Warranty Team Lead
 Knowledge of trucks and components
 Excellent verbal and communication skills
 Experience with standard repair time
 Completing purchase orders
 Managing multiple major failures and repairs from start to finish
 Interaction with retail customers
 Knowledge of D.O.T (Department of Transportation)required inspections
 Managed and directed the daily activities of call center agents.
• Mentored Customer Service Representatives (CSR’s); This includes regular call reviews followed by feedback
and coaching sessions (Teamof 25 individuals)
• Worked with the Quality Managers (QM) to calibrate exceptional quality expectations.
• Worked as Masterresource of information to answer operator questions,while assigning tasks,following up and
giving instructions as needed. (Dept of 160)
• Worked with the QM to reinforce training to and apply skills and tools.
• Identified solutions,successes,and opportunities to evolve customer and CSR experiences.
• Possess the ability to inspire and support people to gain their trust.
• Demonstrated ability to build effective relationships with all levels of professionals and maintain them as well.

2.  Excellent work references
• Ability to plan well and prioritize work appropriately; Ability to be calm and composed under tight pressure
even.
• Proven track record of displaying ownership, urgency and sound decision making.
Awards/Achievements
• Coached/Mentored CSRs on team to most #1 finishes for monthly dashboard matricies
• Restructured Mentor Program
• Certified in Visio/BPMN Process Mapping Best Practices
• Created all “Best Process” Documents and most Visio Process Map diagrams for Customer Service Department
 Receives documentation and organizes by claim number
 May have to order an appraisal when claim is over a certain amount or possible fraud.
 If claim denied, sends denial letter to customer and copies dealership if necessary.
 Sends missing information letter to customer if document is missing and copies Dealership if necessary. Notates
the system.
 Adheres to Quality Assurance Guidelines
 Prior to sending checks out, must ensure premium is first received from Dealership
 Determines priorities when receiving multiple claims.
 09/2012-09/01/2013 Greensky Credit (call center)
Atlanta, GA
 Customer Service Representative/QA analyst Supervior
 Researched billing issues,misapplied payments, recommended process improvements, and initiated immediate
follow-up on unresolved customer issues
 Thoroughly and efficiently gather customer information, asses and fulfill customer needs,educate the customer
where applicable to prevent the need for future contacts and document the interaction through contact tracking.
 Professionally handle incoming calls, voice mails and emails to ensure that customer, merchant and sponsorissues
are resolved both promptly and accurately with the highest possible degree of respect and urgency.
 Provided customer service for a high volume of primarily routine inbound telephone calls while providing
customer satisfaction and retention
 Coordination of client reference materials, including developing solutions to process improvement projects as
identified
 Quality Analyst to review, analyze and report data related towards training and quality
 Providing clarification of the following based on data; procedures and developing coaching opportunities with
Agents & Supervisors in the areas of customer service, product and systems support
 design of call monitoring formats and quality standards
 Performs call monitoring and provides trend data from calls, email & chat to site management team
 Uses quality monitoring data management systemto compile and track performance at team and individual level
 05/2010-09/2012 Great Call (call center)
Carlsbad, CA
 Team lead /QA analyst /Trainer
 Monitor and review customer satisfaction surveys daily to evaluate how satisfied our customers are with the
services we provide
 Perform call monitoring, evaluation, and supportive coaching sessions forCustomer Service Representatives to
improve customer service interactions throughout the organization and to promote continued staff learning and
development.
 Monitors and evaluates the quality and content of inbound and outbound calls; and provides direct feedback to the
agents.
 Ensures that all performance and productivity goals relating to metrics and quality standards are being achieved.
 Provides continual feedback and information data to management for improvement of Merchant Service skills
across multiple products,as well as, recommendations to improve our training program.
 Coordinates call calibration for Team Leads, Supervisors, and Managers as needed.
 Policy/procedure development, interpretation, and implementation
 Plant investigation root cause analysis,corrective action identification, and recommendation of affected material
disposition

3.  Excellent work references
 Facilitate learning via classroominstruction and incorporate a variety of presentation methods and applications to
accommodate adult learning styles
 Deliver new hire training and other departmental training programs; provide creative, effective classroom
instruction throughout the organization
 Manage classroom environment, analyze results and identify gaps in training needs
 Design leader and participant guides, job aids, training curriculum and other required coursework that is clear,
concise and accurate
 Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company
 Create exercises, instructional activities and training assessments that reinforce learning
 Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process
 08/2009-03/2010 Masterson Professional Staffing
Minneapolis, MN
 Customer Service Representative/ Mortgage Consultant and Loan processor / Valuation Service Rep
 Calculate income based on w2 and self-employed bowers
 Analyze underwriting conditions and borrows of items required
 Processing,closing and compliance on loans
 Taking information and completing application for both kinds of refinances
 Appraisal order placement
 Communication with vendors to make sure the job is complete on time
o .
 10/2006-01/2008 Sprint (call center)
Orlando, FL
 Supervisor/Trainer
 Supervised callers for all aspects of calling shift
 Ensure appropriate staffing to meet volume demands and service level
through effective workforce management techniques.
 Effectively execute the corporate and departmental quality assurance program to include client concern
initiation/resolution and the monitoring of department workload.
 Order credit supplements
 Check documents for accuracy
 Liaison between calling staff and uppermanagement
 Give ongoing training to new /returning team members
 Motivated and encouraged team members
 Developed training materials
 Facilitate learning via classroominstruction and incorporate a variety of presentation methods and applications to
accommodate adult learning styles
 Deliver new hire training and other departmental training programs; provide creative, effective classroom
instruction throughout the organization
 Manage classroom environment, analyze results and identify gaps in training needs
 Design leader and participant guides, job aids, training curriculum and other required coursework that is clear,
concise and accurate
 Conduct comprehensive needs analysis to ensure that training fulfills the needs and objectives of the company
 Create exercises, instructional activities and training assessments that reinforce learning
 Partner with Subject Matter Experts (SME’s) to create and revise departmental procedures through process
Education: ART INS TITUTE O F ATLANTA PERS UING BA IN ADVERTIS ING