Delani Houston
Duluth
Summary
Empathetic and results-driven Service Delivery Team Leader with a passion for Total Quality Management (TQM) and employee development. Proven ability to lead high-performing teams in a call center environment, implement S.M.A.R.T. (Specific, Measurable, Attainable, Relevant, Timebound) action plans, and drive operational excellence. Seeking a management position with a company that values and supports its employees’ career growth and well-being.
Overview
6
6
years of professional experience
Work History
Service Delivery Team Leader
TTEC
Duluth, GA
11.2024 - 04.2026
- Promoted to Team Lead within four months of completing training, based on consistently exceeding performance metrics and demonstrating leadership potential.
- Managed and coach a team of 25+ agents supporting USAA credit card members, including assisting with credit card fraud and risk cases, achieving a 15% improvement in quality assurance scores and raising customer satisfaction (CSAT) to 94%.
- Implement Total Quality Management (TQM) principles to ensure continuous improvement in service delivery, compliance, and operational accuracy.
- Utilize Salesforce (Customer Relationship Management, CRM) to monitor and audit employee calls and chats, ensuring adherence to compliance and regulatory standards.
- Assume manager-on-duty responsibilities, including opening and closing the building, reviewing employee timecards for accuracy before approval, and handling administrative tasks.
- Develop and execute personalized S.M.A.R.T. action plans for team members, ensuring coaching is tailored to individual needs to maximize understanding and drive ownership of their own development.
- Recognized as #1 on-site and #4 out of 18 in the district for team performance, directly impacting member satisfaction and retention.
- Foster a culture where employees feel valued, supported, and empowered to grow in their careers.
Customer Care Specialist (CCS Agent I)
TTEC
Duluth, GA
06.2024 - 11.2024
- Supported USAA members, many of whom are veterans, helping them manage their financial lives with confidence and empathy.
- Consistently exceeded performance metrics, leading to rapid promotion to Team Lead.
- Assisted in troubleshooting technical issues, enhancing customer satisfaction and retention rates.
- Resolved customer inquiries through multiple communication channels, ensuring timely and effective support.
Server Shift Leader (Part-Time)
Walk-On's Bistreaux & Bar
Powder Springs, GA
06.2023 - 06.2024
- Supervised team operations to ensure efficient service delivery and customer satisfaction.
- Trained new staff on menu knowledge, service protocols, and operational standards.
- Coordinated shift schedules to optimize staffing levels during peak hours.
- Resolved customer complaints promptly, enhancing overall dining experience.
Case Auditing Specialist (Contract)
Yardi
Roswell, GA
07.2023 - 02.2024
- Reviewed rent relief applications for adherence to federal, state, and local regulations while verifying documentation accuracy.
- Assisted applicants and improved workflows to meet deadlines consistently.
- Conducted regular audits of data integrity to uphold quality standards across platforms.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
Customer Experience Specialist
Best Buy
Oxford, AL
07.2020 - 06.2023
- Cultivated strong customer relationships through tailored service that increased repeat business and garnered positive feedback.
- Guided customers in product inquiries and effectively addressed troubleshooting challenges.
- Facilitated smooth product returns and exchanges to enhance overall customer satisfaction.
- Facilitated collaboration among team members to optimize customer service processes. Oversaw cross-training initiatives in warehouse operations and asset protection to elevate overall operational efficiency.
- Mentored junior team members on best practices for customer engagement and support resolution techniques.
Education
Associate of Science - Computer And Information Science
Gwinnett Technical College
Lawrenceville, GA05-2020
Skills
- Total Quality Management (TQM): Driving continuous improvement and operational excellence in service delivery
- Leadership & Team Development: Coaching, motivating, and mentoring teams to achieve performance goals and foster career growth
- SMART Action Planning: Creating Specific, Measurable, Attainable, Relevant, and Timebound action plans for personalized employee development
- KPI Management: Setting, tracking, and managing key performance indicators to ensure team and company objectives are met
- CRM (Salesforce) Monitoring & Auditing: Using Salesforce to monitor and audit employee calls and chats, ensuring compliance and regulatory standards
- Proficient in Microsoft Office 365: Utilizing Excel to create formulas and track employee data for performance and compliance management
- Conflict Resolution & Empathetic Communication: Handling escalations and supporting employees with professionalism and empathy
Timeline
Service Delivery Team Leader
TTEC
11.2024 - 04.2026
Customer Care Specialist (CCS Agent I)
TTEC
06.2024 - 11.2024
Case Auditing Specialist (Contract)
Yardi
07.2023 - 02.2024
Server Shift Leader (Part-Time)
Walk-On's Bistreaux & Bar
06.2023 - 06.2024
Customer Experience Specialist
Best Buy
07.2020 - 06.2023
Associate of Science - Computer And Information Science
Gwinnett Technical College