Emelly Milla
Journalist
Summary
Dedicated team leader well-known for building positive rapport, inspire trust and guide the teams towards achievements of organization goals. Creates dynamic and positive workplace culture to align with the company mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
8
8
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Team Lead
Partner Hero
07.2021 - Current
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Developed succession planning strategies to ensure continuity of leadership within the team and facilitate smooth transitions during organizational changes.
- Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed and implemented a team-building program that increased team morale and collaboration.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Conducted weekly team meetings to inform team members on company news and updates.
Customer Service Agent
Startek
01.2020 - 06.2021
- Processed renewals and upgrades for existing memberships, while skillfully managing orders.
- Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Adapted to new applications and maintained knowledge of current technologies.
Customer Service Representative
Alorica
08.2016 - 12.2018
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Trained and mentored new representatives on customer service, policies, procedures, and best practices.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
Degree - Journalism
Universidad Nacional Autonomy De Honduras
San Pedro Sula 05.2001 -
High School Diploma -
Academy Bilingual Shalom
San Pedro Sula 05.2001 -
Skills
Strong Time Management
undefinedCertification
Strategic Communication Workshop
Timeline
Strategic Communication Workshop
05-2023
Leadership Course
01-2023
Human Talent Management
01-2023
Digital Marketing Management
11-2022
Team Lead
Partner Hero
07.2021 - Current
Customer Service Agent
Startek
01.2020 - 06.2021
Customer Service Representative
Alorica
08.2016 - 12.2018
Degree - Journalism
Universidad Nacional Autonomy De Honduras
05.2001 -
High School Diploma -
Academy Bilingual Shalom
05.2001 -
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