Delani Houston
Lithonia
Summary
Dynamic Service Delivery Team Leader with a proven track record at TTEC, driving a 15% boost in QA scores and elevating CSAT to 94%. Expert in process improvement and team development, leveraging strong coaching skills to enhance performance and operational efficiency. Committed to delivering exceptional customer experiences and achieving compliance standards.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Delivery Team Leader
TTEC
Duluth
11.2024 - Current
- Led and coached 10+ agents supporting USAA credit card members, resulting in 15% improvement in QA scores and increase in CSAT from 88% to 94%.
- Guided team to achieve #1 ranking in member satisfaction, compliance, and operational accuracy.
- Conducted performance coaching and resolved complex escalations, implementing process improvements that increased team productivity by 20%.
Customer Care Specialist (CCS Agent I)
TTEC
Duluth
06.2024 - 11.2024
- Provided exceptional support to customers via phone, email, and chat.
- Resolved product inquiries and technical issues efficiently and effectively.
- Assisted USAA members with account management and credential security, achieving consistently top-tier quality assurance and customer satisfaction scores.
- Mentored peers to enhance team performance and service delivery.
- Documented customer interactions accurately in the company database.
Server Shift Leader (Part-Time)
Walk-On's Sports Bistreaux
Powder Springs
06.2023 - 06.2024
- Supervised 8 staff, enhancing table turnover during peak hours.
- Trained new employees and addressed guest concerns in fast-paced environment.
- Managed leadership responsibilities while working at Yardi Systems.
Case Auditing Specialist (Contract)
Yardi Systems
Remote
07.2023 - 02.2024
- Audited Rent Relief applications for compliance with federal, state, and local regulations, ensuring documentation accuracy.
- Guided applicants and streamlined workflows to consistently meet strict deadlines.
- Managed dual roles, optimizing time management and multitasking capabilities.
Customer Experience Specialist
Best Buy
Oxford
09.2020 - 07.2023
- Delivered personalized customer service that fostered repeat business and received positive feedback.
- Assisted customers with product inquiries and troubleshooting issues.
- Provided support during product returns and exchanges to ensure satisfaction.
- Collaborated with team members to enhance customer service processes.
- Cross-trained in warehouse operations and asset protection, enhancing overall operational efficiency.
Education
Associate Degree - Computer Science
Gwinnett Technical College
Lawrenceville, GASkills
- Service Delivery Management
- Contact Center Operations
- CSAT Improvement
- KPI reporting
- Quality control
- Escalation Management
- Process Improvement
- Data Analysis & Reporting
- Microsoft Office
- CRM software
- Customer Service Leadership
- Coaching mentorship
- Team Development
- Conflict Resolution
- Relationship management
- Time management
- Compliance & Regulatory Standards
Certification
- First Aid
- CPR
- AED
Timeline
Service Delivery Team Leader
TTEC
11.2024 - Current
Customer Care Specialist (CCS Agent I)
TTEC
06.2024 - 11.2024
Case Auditing Specialist (Contract)
Yardi Systems
07.2023 - 02.2024
Server Shift Leader (Part-Time)
Walk-On's Sports Bistreaux
06.2023 - 06.2024
Customer Experience Specialist
Best Buy
09.2020 - 07.2023
Associate Degree - Computer Science
Gwinnett Technical College