Customer Service Lead Resume Sample
Marisa Welch
707 Jacobi Haven,
Los Angeles,
CA
+1 (555) 698 7122
Work Experience
Customer Service Lead
08/2015
-
PRESENT
Dallas, TX
- Hiring preference is given to those with solid sales experience, at least six months to one year of supervisory and related field experience
- To 2+ Years’ Experience
- Project Management:discipline of carefully projecting or planning, organizing, motivating and controlling resources to achieve specific goals and meet specific success criteria
- Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but not limited to CLUB Membership, Kiosk, VOC and In-Store Pick-up
- Support In-Store-Pick-ups (ISP) through receiving, locating and put away of merchandise, maintenance of daily reports, and assisting with customer pick-ups
- Serve as backup for the Frontend and Switchboard areas by covering Switchboard Breaks and Lunches, answering customer phone calls, performing customer service call backs, assisting Cart Collection/Carry Out, working Price Override and Daily Discount Forms as needed, assisting with Code 3’s
- Handling Customer Experience Shipping and Mail through the processing of mail returns, Yantra orders, dock ship out, and interoffice mail/end of day UPS
- Develop Self and Other
Region Customer Service Lead-manitoba
03/2009
-
03/2015
New York, NY
- Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Kiosk, Conservation, Round-up, VOC and In-Store Pick-up
- Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Kiosk, and In-Store Pick-up
- Experience building relationships/trust (required)
- Knowledge of customer service practices and principles (required)
- Knowledge of company products, policies, and procedures (required)
- Hiring preference is given to those with solid sales and customer service experience and at least six month to one year of related field experience
- Provide legendary customer service every time by assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's, Kiosk, VOC and In-Store Pick-up
Customer Service Lead-international
03/2002
-
11/2008
Chicago, IL
- Driving and supporting operational improvements in customer service for his/her site in alignment with the global strategy by focusing on growth areas for Composite Materials business lines and cost and service improvement opportunities
- To support business development and growth across the supply chain by translating the businesses’ strategic plans into actions, supporting the setup of operations with new customers and markets in which we are doing business
- Responsible for the performance management of staff to ensure satisfactory performance and identifying and provide coaching and developmental training as needed to further the organization’s capability to meet business objectives
- Responsible for the consistent and efficient operation of all customer service processes and systems within their respective site
- Responsible to be the focal point for resolving all customer issues for your site and to coordinate with the appropriate cross-functional partners
- Assist manager in motivating fellow Outfitters, keeping them engaged and working as a cohesive team.
- Proficiency in MS Outlook, internet, word and excel applications
- One year experience as a Customer Service Specialist. One year experience in Revenue Cycle in a Hospital/Medical Office setting
- One year of clerical, customer service, or administrative support experience in a highly customer-oriented organization
Education
University of New Hampshire at Manchester
1997 - 2001
Bachelor's Degree in Business
Professional Skills
- High level team building and peering skills. Training skills. Leadership skills that can be demonstrated. Being open and approachable required
- Customer focused. Excellent communication skills (written, spoken and listening). Mid- level Computer skills. High level of problem solving skills required
- Strong communication skills and leadership skills to support internal and external contacts within a multi-cultured environment
- Strong analytical skills. Team player and results oriented skills required
- Excellent writing ability; strong critical thinking, analytical, and organizational skills
- Excellent communication skills throughout all levels of the organization and strong ability to work in a fast-paced environment
- Strong problem solving, decision-making and customer service skills
How to write Customer Service Lead Resume
Customer Service Lead role is responsible for customer, computer, training, leadership, interpersonal, organization, word, excel, payroll, clerk.
To write great resume for customer service lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Lead Resume
The section contact information is important in your customer service lead resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Service Lead Resume
The section work experience is an essential part of your customer service lead resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer service lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer service lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Lead resume experience can include:
- Strong problem solving and improvisation skills
- Defuse situations; strong problem solving skills and ability
- Strong inspiration and leadership skills
- Excellent telephone skills and the ability to handle multiple daily telephone calls in a positive manner
- Outstanding interpersonal, public speaking, and customer service skills
- Assist in training and mentoring new staff to build new skills or enhance those already possessed. Act as a mentor to existing staff
Education on a Customer Service Lead Resume
Make sure to make education a priority on your customer service lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service lead experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Service Lead Resume
When listing skills on your customer service lead resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer service lead skills:
- Strong problem-solving, decision-making and customer-service skills
- Utilizes effective listening and communication skills to generate lead opportunities
- Plan, organize and prioritize efficiently while working in both the Service Desk and Copy Centre areas to effectively serve our customers
- Excellent listening, written and verbal communication skills with exceptional phone etiquette
- Demonstrated Relationship building skills with internal & external customers
- Demonstrates analytical and critical problem solving skills
List of Typical Experience For a Customer Service Lead Resume
1
Experience For Region Customer Service Lead-manitoba Resume
- 15%:Drive a high performing team through effectively managing, coaching, developing, attracting, rewarding, and recognizing team members
- Use problem solving skills to address customer inquiries and resolve issues regarding order errors and returns
- Business experience and supervisory, service, supply chain, commercial, or industry experience required
- Monitoring work flow and prioritizing tasks for the team to ensure deadlines are met
- Proactively communicate with CS Managerregarding work flow, staffing issues/performance, and customer experienceitems
2
Experience For Customer Service Lead Athleta Mall Resume
- Advanced level of experience with reporting feedback systems, including GoogleDrive, Microsoft Excel, SalesForce and other business specific programs
- Experience in shaping project results in the larger organizational context while managing the details of teamwork and product quality
- Strong aptitude for and comfort navigating across multiple systems and applications
- Demonstrate exceptional and professional communications across all contact channels, including email, chat and phone
- Demonstrate expertise in providing prompt, friendly, and professional support to clients via email and possibly phone and chat
- Maintains accurate finished goods inventory
- Works with sales personnel to provide excellent customer service
- 4 months of experience in the CS Inbound role
3
Experience For Customer Service Lead-international Resume
- Manage the daily functions and priorities of the Inside Sales/Customer Service Team
- Three or more years of experience in Customer Service required
- Demonstrated ability to carry out assignments to their completion and meet deadlines
- Analyze situations and resolve problems (i.e., consolidate shipments from various suppliers and ensure documentation for export is correct)
- Train new hires via side-by-side by experience in live environment
- Customer service, teller or sales experience within the banking and/or financial service industry
4
Experience For Customer Service Lead / Supervisor Resume
- Basic Microsoft suite of applications; new software application acumen; Excel experience; SAP fluent. HANA/BOBJ, Affinity (Salesforce) required
- Exceptional customer service experience required
- Three (3) years medical office or call center experience
- Previous logistics related experience
- Experience in Call Center Environment
- Interviewing, hiring and training programs for Business Unit Customer Service Representatives
- Providing quality coaching and mentoring techniques to a diverse group of agents
- Coaching and mentoring personnel
5
Experience For Associate Customer Service Lead Resume
- Standing and walking approximately 15 percent (15%) of work time
- Managing a team of customer service agents
- Working directly with our warehouses, plants and logistics providers to ensure proper service levels are met
- Planning: aligns own work plan with core plans and processes of the department
- Sitting at workstation approximately 85 percent (85%) of work time
- Proofreading and attention to detail
- Performing arithmetic calculations,
6
Experience For Customer Service Lead-contact Center Resume
- Organizing data and files
- Working knowledge of time management, cost management, risk management, scope management and communications management
- Monitoring Calls/Emails in Queue
- Monitoring/Assign Follow Up’s Daily
- Assisting with call and email volumes
- Managing the daily activities of Business Unit Customer Service
- Support mentoring, coaching and developing team members
- Utilize computer systems for tracking, document questions / responses, information gathering and / or troubleshooting
- Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, cover for absenteeism, and overtime scheduling
7
Experience For IT Customer Service Lead Resume
- Serve as a Manager on Duty by providing store leadership during a closing shift
- Assist in maintaining customer records in BioLegend’s Enterprise Resource Planning (ERP) system
- Coordinate training for new hires and existingstaff; participate in the delivery of training
- Participate in developing and achieving departmental and corporate goals, objectives and systems
- Identifies training and development needs and develops training documentation based on business, team, and individual needs or goals
- Create rapport with our clients ensuring we deliver on our vision of becoming the world’s best interior design firm
- Holds pre-planning meetings internally, working with sales and other departments to review contract and create detailed project plans
- Assist in hiring, training, development, the promotion of and discipline of the Customer Service/Inside Sales Team
8
Experience For Customer Service Lead, Chicago Resume
- Assist in recuriting and interviewing to fill open positions on Team
- Be proactive and innovative in developing or refining processes to improve service levels and delight customers
- Serve as a Manager on Duty by providing store leadership during a
- Focus on meeting the customer’s expectations by utilizing all resolution options
- Provides ongoing training to new hire call center representatives
- Office with heating and cooling
- Commitment to recruiting and enrolling a diverse class
- Welcome and greet customers, modeling a positive customer service spirit, exhibiting a friendly and helpful attitude with customers and associates
9
Experience For Customer Service Lead-malaysia & Singapore Resume
- Communicate new promotions, pricing and policies, and ensure all CSR’s are providing accurate information to customers on a consistent basis
- Problem-solving techniques are critical to research key situations and provide responses along with options to customers to resolve minor problems
- Complete all training classes for customer service shutter specialist
- Oversee the European order process and work closely with the Shipping Department
- Support the team in getting daily workload completed
- Train new team members and provide retraining as needed
- Assists with interviewing process for new hires
- Responsible for completing various monthly reports
- Provide assistance with finance & billing queries
10
Experience For Customer Service Lead, Retail Resume
- Technical trouble shooting and management of all CS tickets and system change requests
- Work closely with the Knowledge Management andCustomer Systems teams to enhance our tools and systems for providing customersupport.[OS1]
- Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards
- Apply knowledge of policies and procedures and utilizes general understanding of the business and organization. Complies with company and regulatory guidelines
- Model company standards in customer service by providing gracious and efficient service with a sense of fun to all of our customers
- Maintain and possess a working knowledge of all computer equipment, cash registers and office machines, kiosks, scanners and walkie-talkies
- Maintain knowledge of current advertising, promotions and catalogs and the status of merchandise
List of Typical Skills For a Customer Service Lead Resume
1
Skills For Region Customer Service Lead-manitoba Resume
- Demonstrate the ability to effectively lead, train and peer coach
- Effectively work in a Windows environment with experience in Outlook, Word and Excel
- Excellent detail-orientated customer service skills
- Strong interpersonal skills with the ability to lead and/or work cohesively within a team environment
- Understanding the process’ end to end to effectively manage the team with a focus on outcome whilst operating within the rules of the business
- Working effectively in a team environment to meet business goals and objectives
2
Skills For Customer Service Lead Athleta Mall Resume
- Strong experience in championing change, motivating persuasively and getting
- Organize, evaluate and present information tactfully, clearly and effectively, both orally and in writing without personal feelings and attitudes interfering
- Profound communications skills, customer facing attitude, leadership capabilities , working within a matrix organization
- Develop creative phone selling skills with regard to CB2 standards
- Assists customers in the selection of product by effectively communicating product and promotional offerings over the phone or online
- Utilize Stein Mart training and development resources to develop job skills and provide information to help others learn
3
Skills For Customer Service Lead-international Resume
- Counsel staff on language selection, voice tone, and other customer service skills, both telephonic and written
- Identify training needs or other performance related issues and effectively communicate them to the Customer Service Supervisor
- Data Entry skills (35 wpm)
- Organizational leadership and interpersonal skills
- Effectively communicates with field sales team, peers and others, both internal and external
- Professional and courteous communication skills
4
Skills For Customer Service Lead / Supervisor Resume
- Prior supervisory experience, required
- Supports other in development of professional customer service skills
- Very high level of conflict resolution skills required
- Exhibit evidence of a strong desire for goal achievement
- Communicate and collaborate effectively in all verbal and written correspondence with other departments
- Providing effective customer service
- Leading people, projects and function experience is required
- Maintaining effective communication with internal and external customers
5
Skills For Associate Customer Service Lead Resume
- Good understanding of the international order fulfillment process, including shipping and custom requirements
- Possesses solid understanding of Escalations, Routing, Order Management and Digital Manifest system capabilities, parameters and configurations
- Experience working in a Windows environment; utilizing on-line
- Excellent decision making and problem solving abilities – determine solutions for challenges
- Experience, preferably in the cycling industry in either inside or outside sales or customer service background
- Strong capability for multi-tasking
6
Skills For Customer Service Lead-contact Center Resume
- Previous experience working with Microsoft NAV or other ERP system
- Demonstrates product knowledge proficiency by utilizing all resources available to stay current
- Maintains strong working knowledge of company’s brands, systems, process and procedures to be able to provide daily support and guidance to the team
- Customer service experience, preferably in an industrial or service oriented setting
- Experience developing team member knowledge of products/processes
- Experience of working in a customer service & administration environment
- Strong working knowledge of hemodialysis and peritoneal dialysis products
- 2+years’ experience working in a customer service leadership/management role
7
Skills For IT Customer Service Lead Resume
- Proven ability to be flexible and quickly adapt to changing business needs and processes
- Multitask and prioritize in fast paced environment
- Identify and implement improvements to the Help Desk incident logging system in order to provide a more effective and high quality service to customers
- Contribute to the success of the ASU Help Desk and assist in improving the overall customers experience within the team
- Skilled in MS Office, spreadsheet and processing programs
- Min.3 years’ experience in business environment
- Two-years of airport customer service experience
8
Skills For Customer Service Lead, Chicago Resume
- In customer service, help desk or call center experience in retail environment
- Experience in customer service or sales leadership role (senior agent, lead, or supervisor)
- Assertive and results oriented with the ability to multitask and prioritize tasks efficiently
- Experience in customer service, call center and/or related area
- Experience in the industry, required
- Good work history and personnel file
- Experience with Accounts Receivable concepts for deduction resolution
9
Skills For Customer Service Lead-malaysia & Singapore Resume
- Proven ability to multi-task, work in a team environment
- Demonstrated ability to perform in a fast-paced, high volume environment
- In customer service, help desk or call center experience in a retail environment
- ) team leadership experience
- Customer Service, Teller or Sales experience within the Banking and/or Financial Service industry
- Demonstrates leadership tendencies
10
Skills For Customer Service Lead, Retail Resume
- Display leadership qualities and set a good example for CSRs
- Functional/professional experience
- Good mechanical aptitude with the ability to quickly grasp technical information
- Strong interest and desire to work with people
- Experience People Management
- Demonsratable ERP systems experience – SAP – desirable
- Demonsratable “process” experience with focus on the outcome, not only the end to end process
- Excellent customer awareness and focus
List of Typical Responsibilities For a Customer Service Lead Resume
1
Responsibilities For Region Customer Service Lead-manitoba Resume
- Consistently meets or exceeds our customers’ expectations as reflected in the customer satisfaction scores and meets internal service levels for responses
- Ensure proper staffing, phone coverage, and utilize tools to maximize efficiency and effectiveness in handling large call volume
- Experience working in a customer service environment
- Good command of Importation and Customs related regulations
- Proven ability to provide constructive feedback to others
- Represents the Member Experience team on all Field Region, District and/or Unit calls
- Acts as the liaison between field operations, IT and business partners to exchange information and drive improvement in customer experience
- Proven leadership and decision making capabilities are essential
- With atleast 2 years experience on similar role
2
Responsibilities For Customer Service Lead Athleta Mall Resume
- SPOC (Single Point of Contact) business experience
- Managing operations in the Admissions call center, and Welcome Center reception areas
- Accountable for signing in/out and logging in/out of own till when required
- Spends approximately 75% of their time working on Customer Service tasks and 25% coaching CSR’s and/or special departmental projects
- Delegate task to CSR’s, such as, scanning, communications, the drop box and cleaning tags
3
Responsibilities For Customer Service Lead-international Resume
- Lead the work of others and provide training and coaching
- Ensure that all customers’ queries are well-investigated and resolved in compliance with process standards through reviews, call observations, reports and practices
- Maintains loss prevention and privacy standards by completing appropriate paperwork when presented with refunds or exchanges for data products
- Basic understanding of CRM and CSC technology
- Participate in the national sales meeting twice a year and any additional regional events that might be required
- Coordinate meetings, training, and daily activity schedules of customer service staff
- Assist with the development Standard Operating Procedures for the department
4
Responsibilities For Customer Service Lead / Supervisor Resume
- Follows up and reports on open order report weekly, ensuring customer contact is made proactively on orders past delivery date
- Manage dropship invoicing process
- Maintains a positive “can do” attitude when working with customers, peers, and supervisor
- Accountable for resolving customer complaints (First Call Resolution) and contacts customers with escalated issues to achieve full resolution for the customer
- Computer literate and working knowledge of customer service software, databases and tools
- Implement training programs developed by Customer Service Manager
5
Responsibilities For Associate Customer Service Lead Resume
- Verify nightly deposits in CSC and Forte. Have a complete understanding of how to investigate issues when deposit does not balance
- Monthly inventory of tags and VDOT Equipment. Complete understanding of the inventory process
- Follow standard operating policies and procedures
- Equipment proficiency including regular maintenance
- 90 to 100 percent compliant on current training
- Innovative in looking for process improvements
- Analytical decision making and ability to think through complex issues
- Multi-task under pressure whilst continuing to deliver on time
- Pro-active, positive attitude, hard-working, passionate, dedicated
6
Responsibilities For Customer Service Lead-contact Center Resume
- Welcome and greet customers, modeling a positive customer service
- Oversee and ensure the coordination with Distribution Centers and vendors regarding return and repair authorization and chargebacks
- Support the sales team by assisting on the sales floor as directed by the sales manager
- Provide leadership to Service Associates working at the registers and coordinate register activities
- Interpret instructional documents such as safety rules, operating maintenance instructions and procedure manuals
7
Responsibilities For IT Customer Service Lead Resume
- Assist Customer Service Representatives and Senior CSR’s with achieving personal and team goals
- Provide management with consistent feedback concerning CSR’s performance
- Statutes, regulations, procedures, and policies regarding the operations of state and federal education loan programs
- Basic math and accounting principles
- Proper English language usage, punctuation, spelling, grammar, sentence and paragraph structure
- Performs filing functions for orders, reports and other documents
8
Responsibilities For Customer Service Lead, Chicago Resume
- Establish and maintain a favorable working relationship with a wide variety of individuals
- Utilize the CISCO Call Manager, including Supervisor Desktop, Call Rex Professional and Historical Reports
- Tracks and coordinates handling of phone calls and email
- Provide constant communication with the management team concerning all aspects of customer service issues
- Properly secures company funds and physical inventory at all cash stations
- Work internally with production supervision and CSR’s to ensure sales are closed when expedite requests are received
9
Responsibilities For Customer Service Lead-malaysia & Singapore Resume
- Live and teach Our Values, Our Leadership Contract, and Leadership is a Choice
- Formulate and implement long-term strategies
- Progressive leadership
- Cross train and develop CSR’s
- Review, organize and delegate daily tasks forteam
- Compile/send daily status and other requiredreports as directed by manager
- Carry out performance measurement (QualityAudits), CSAT scores/feedback, general monitoring, and evaluation of all agentsand operators to improve the teams' efficiency
- Communicate solutions, successes, andopportunities to the Manager of customer support
- SME for all systems
10
Responsibilities For Customer Service Lead, Retail Resume
- Conduct quality review of CSR’s performance within product-specific units to ensure quality service goals and standards are met
- Supervise the customer service representative team and lead by example when providing customer service and is aligned with EVCHC’s mission and core values
- Manage Customer Service Representatives (CSR’s)
- Remain current on all hard goods technical training to be able to immediately respond to customers’ questions over the phone as well as relay any Shimano warranty issues to the team
- Provide coaching and conflict resolution to managers and employees, tracking trends and working with other members of the HR tem to make recommendations for improvement
- Provide legendary customer service every time by assisting customers in making buying decisions and identifying or evaluating customers’ needs and making recommendations based off of this analysis
- Supervise/manage a team of employees. Assist in operational floor support to facilitate problem resolution and ensure the efficient and procedurally effective running of the Command Center
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