Customer Service Leader Resume Sample
Don Fritsch
164 Donna Meadow,
Chicago,
IL
+1 (555) 369 0388
Work Experience
Customer Service Leader
08/2017
-
PRESENT
Detroit, MI
- Multi-Year Agreement structure, T&C’s and associated financial model knowledge
- Work with Europe Operations team to provide sub regional focus on services fulfillment, planning,
- Verify all customer Id's presented and observe store policies pertaining to the acceptance of checks, and the sale of tobacco/alcoholic beverages
- Collect money in the forms of cash, checks, or electronic funds from customers and tender accurate change in accordance with company policies and procedures
- Make effective and objective decisions regarding task priorities as per the Bookkeeper Assignment
- Accurate reconciliation of various media types, including but not limited to: cash, checks, WIC, electronic payments
- Protect company assets by following office security standards and cash handling standard practices
- Drive leading KPI’s and proactive operational metrics on EHS and Quality
- Partner with Quality and Process Excellence teams to drive continues improvement initiatives and
Customer Service Leader Israel
02/2012
-
02/2017
San Francisco, CA
- Organize the portfolio team and support functions to deliver effective service which improves the customers’ business outcomes. With specific focus on
- Reducing plant losses
- Improving plant reliability, availability, flexibility and heat rate
- Improve customer productivity
- Reducing customer op costs
- Responsible for coordinating the wider GE team to develop and drive initiatives to improve
- Execute T&M as well as firm priced Gas / Steam turbine and generator outages
GES Customer Service Leader
06/2006
-
08/2011
Dallas, TX
- Be involved in long-term planning, own the customer relationship, and contribute to the overall business strategy
- Be responsible for customer portfolio P&L and growth
- Be responsible for outage scope planning and execution, including closeout oversight, event parts, and repairs planning
- Act as the interface with various internal stakeholders
- Oversee transactional (TX), Extra Work, and Job Cost Estimator (JCE) proposals
- Negotiate applicable concessions as they arise balancing maximum benefits / satisfaction for the customer with minimal acceptable financial impact
- Be responsible for driving EHS (Environmental Health and Safety), Quality, Schedule, Productivity and Cost
- Be responsible for customer portfolio P&;L and growth
- Negotiate applicable concessions as they arise while balancing maximum benefits for the customer with minimal acceptable financial impact to GE
Education
St. Lawrence University
2002 - 2006
Bachelor's Degree in Computer Science
Professional Skills
- Demonstrated strong networking, interpersonal skills and professionalism to deal with all levels of management, personnel and business representatives
- Excellent English speaking, reading, and writing skills
- Strong strategic planning and analytical skills including the ability to forecast demand and utilization
- Demonstrates leadership skills; able to make decisions utilizing resources available
- Influence others and demonstrated leadership skills
- Strong communication skills are needed, both oral and written in both Chinese and English
- Effective listening skills and the ability to ask probing questions and understand concerns
How to write Customer Service Leader Resume
Customer Service Leader role is responsible for english, leadership, software, travel, manufacturing, reporting, shipping, security, training, automation.
To write great resume for customer service leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Leader Resume
The section contact information is important in your customer service leader 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 Leader Resume
The section work experience is an essential part of your customer service leader 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 leader 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 leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Leader resume experience can include:
- Manage a team of direct reports and provide accurate and timely information to direct reports related to salary planning, performance appraisals, career coaching and disciplinary action as required
- Work effectively in a culturally diverse and highly matrixes environments
- Smile and provide prompt, accurate and friendly service while engaging customers to create a positive shopping experience
- Friendly, upbeat personality that believes in providing excellent customer service
- Skill in time management and multitasking
- Significant experience in field service, engineering, or operations & PM
Education on a Customer Service Leader Resume
Make sure to make education a priority on your customer service leader 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 leader 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 Leader Resume
When listing skills on your customer service leader 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 leader skills:
- Strong verbal and written communication skills; able to analyze, interpret and address needs
- 5+years working experience. 0-2 years team management experience
- Provide leadership to others through examples and sharing of knowledge and skills
- Skill in providing exceptional customer experience
- Strong experience in field service, engineering, or operations & PM
- Demonstrated ability to lead small team, coach individuals and set account priorities
List of Typical Experience For a Customer Service Leader Resume
1
Experience For Customer Service Leader Israel Resume
- Leads and provides coaching to coworkers to provide a consistent customer experience and operation in Frontline, Returns, Home Delivery and Car Loading Area
- Coordinate and prioritize daily department activities as directed by area supervisor
- Maintain solid communication with department/store leadership and stay up to date on the Office Communication Board
- Assist supervisor in planning, monitoring, appraising, and reviewing job performance
- Responsible for budgeting, financial planning and results on the assigned region
- Lead a team of professionals to, driving proper planning and project control, optimize and standardize execution across the region
2
Experience For IT Customer Service Leader Resume
- Ensures coworker competence with IKEA systems, while monitoring performance of coworkers against agreed goals and following up as needed
- Secures accurate money handling and oversees money handling security routines
- Be proactive about customer needs, act quickly to prevent competitors from entering GE installed base
- Maintains proper knowledge of all sales associate register functions and Front End accounting services
- Ensure the MVP savings center KIOSK is filled with paper and properly working
- Wear the Food Lion uniform, complete with name badge, when on duty, has a neat and clean appearance while adhering to the Food Lion dress code
- Notify QA of any cleaning issues or maintenance required on front end
- Identify and channel to Sales team new opportunities and support sales and commercial team during ITO phase
- Knowledge of Scheduling Software (Primavera or MS Project) and Earned Value Management technique
3
Experience For GES Customer Service Leader Resume
- Works closely with the Manager to ensure proper customer service is being delivered
- Maitain record keeping for accounts
- Participate in order specific production planning discussions and provide timetly feedback to customers
- Provide missing NOTD codes on monthly report (if needed)
- Commercial or role supporting education
- Monitors SAMS Precision and follows up, working to resolve customer issues as quickly and efficiently as
4
Experience For Scheduling & Customer Service Leader Resume
- Portfolio technical issues management with engineering
- Oversee Extra Work, and Job Cost Estimator (JCE) proposals for assigned customers
- Key Leadership Traits for Success
- Need to be Results Driven and Process Oriented
- 1 flex position - 30 hrs. and 2 p/t service lead positions
- Contribute to the company goal for supply chain management by being an effective gatekeeper of critical inventory levels the field as well as being proactive in communicating any movement of inventory from rep to rep in the field as they become aware of it
- Initiate various department reports
5
Experience For Customer Service Leader, Steam / Industrial Resume
- Build and maintain relationships with internal and external personnel
- Support pre-and post-contractual administration and management
- Ensure adherence to contractual Terms & Conditions
- Manage variations and claims to ensure profitability of contracts and a high level of customer service
- Report and communicate project updates
- Assist in the definition and management of new proposals that meet the customers’ requirements
- Ensure the seamless implementation of the Aurizon Long Term Parts Agreement
6
Experience For AWS Customer Service Leader Resume
- Ensure timely resolution of customer issues and customer satisfaction
- Function as a liaison between internal organisations and customer for assigned contracts
- Coordinate the efforts of cross-functional groups and across shifts / time-zones to resolve issues that impact key performance criteria
- Facilitate outage Managers and Customer Fulfilment Managers to achiever timely resolution of customer issues, parts/repairs planning & fulfillment, and overall customer satisfaction of Power Services execution
- Function as the primary contact point of assigned customers and be responsible for the customer relationship, overall contracts performance
7
Experience For Customer Service Leader Natl & Regl Resume
- Maintain constant contact with customers, obtain first-hand input on plant operational issues, and customer’s intentions in terms of repairs, upgrades, equipment/parts replacement and maintenance in general
- Work with Sales and Commercial Operations to respond to customer inquiry and participate in commercial discussions with customer, assist in sales campaigns for proposals development and contract negotiations
- For assigned contracts, be accountable for customer satisfaction, through Environment, Health & Safety performance, quality, timeliness, and financial performance
- Strong knowledge of SOPs and escalation procedures
- Excellent knowledge of PC applications and order management software
- Demonstrated ability to coach and develop others to achieve desired results
- Manage the workflow for a specific department’s tasks and work in conjunction with the other Customer Service Leaders
8
Experience For Senior Customer Service Leader Resume
- Report inventory, identify progress and reassign tasks based on business need
- Follow current procedures and provide information, answer order inquiries and resolve issues for Restoration Hardware customers and store partners. This includes taking calls on the Assist and Questions lines
- Mentor to all team members
- Provide support to Supervisors on floor management to answer questions and field customer escalations
- Identify operational issues and alert management with recommended solutions
- Sets positive example for all team members in attendance, communication, performance to KPI’s and Customer Service
9
Experience For Front Desk Sales / Customer Service Leader Resume
- Positively and professionally communicates with vendors, stores, and customers to satisfy customer needs
- Defuse situations, get to the issue and solve the problem
- Analyze situations and facilitate proper resolution
- Greet each customer and uses his or her name whenever possible
- Avoid personal conversations with other associates when customers are present
- Ensure store office functions are completed accurately and on time using accounting packets; communicates all cash variances to the Assistant Customer Service Manager
- Maintain knowledge of office procedures including cash reports, register checkups, deposits, Western Union, money orders and Coinstar
- Ensure work station and front end area of the store has a neat and clean presentation
- Report any register malfunction to the Customer Service Manager or, in the absence of the MOD, place service calls in an efficient manner
10
Experience For Sales Logistics & Customer Service Leader Resume
- Performs the task of sales associate when scheduled or as needed per the surge plan guidelines
- Performs the task of the customer lead as needed to ensure service standards are maintained
- Maintain alertness and calls for assistance when needed to service customers per service standards
- Customer’s single point of contact for assigned customers
- Manage Field operations team to execute GE obligations at highest quality & lower cost
- Be responsible for EHS culture and performance
- Manage and optimize resources (personnel, tools, parts and technical support)
- Responsible for account receivables past due management
- Assure timely resolution of all customer issues and drive customer satisfaction up
List of Typical Skills For a Customer Service Leader Resume
1
Skills For Customer Service Leader Israel Resume
- Excellent computer and data entry skills required
- Manage effectively several projects simultaneously in a dynamic and face paced environment
- Customer focus: excellent communication, presentation, interpersonal skill
- Build effective working relationships across functional areas and levels of the organization
- Experience of managing gas & steam turbine, generator, boiler & auxiliary system outage
- Related customer service/logistics experience, preferably in a consumer products or manufacturing organization
- More than 5 years of work experience in sales administration (orders in SAP, controlling discounts in every customer on SAP)
- Strong logistic ability to understand fleet movement
- Flexibility; adaptable to change in work assignments/priorities
2
Skills For IT Customer Service Leader Resume
- Project Management and/or Field Experience
- Proven ability to deliver services and projects to satisfy customer and contractual requirements
- Experience of customer/technical/project/team management in power generation
- South African Citizen with a valid South African ID
- Experience of customer/technical/project/team management in power generation industry
- Previous equipment rental or construction industry experience
- Experience generating customer quotations desired
3
Skills For GES Customer Service Leader Resume
- Inside sales and customer service experience is required
- Strong knowledge of Industrial MRO products is desired
- Demonstrated ability to organize cross-functional teams and lead programs/projects
- Need to have experience in a high volume business-to-business customer service environment
- Previous experience in a call center customer service role
- Strong customer service ethic and positive approach toward the customers’ needs to do whatever it takes to meet the customer’s expectations
- Set account priorities and develop processes and procedures that ensure continuous improvement to contract and customer service
- Build a strong long-term relationship with Aurizon
4
Skills For Scheduling & Customer Service Leader Resume
- Training and Motivating team members
- Assists customers with registering and accessing Command Center, escalating any issues to management appropriately
- Exposed to various packaging materials, raw ingredients, seasonings, cleaning chemicals, lubricants, etc
- Responsible for driving fulfillment 5 excellence including: EHS, Quality, Schedule,
- Assist in reporting and tracking team performance as assigned
5
Skills For Customer Service Leader, Steam / Industrial Resume
- Responsible for driving Fulfillment 5 (F5) excellence including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites
- Responsible for outage scope planning and execution, including closeout oversight,
- Gain/establish a working knowledge of company functions, product and manufacturing processes for Esterline Hytek Finishes
- Service oriented and having a ‘’Can do’’ mind-set
- A deep desire to be innovative by being able to spot trends and develop creative solutions that improve overall operations and drives both quality and revenue
- A background managing a workforce
- Service Desk/Kiosk Stores: Completed Cashier/Service Associate and Service Desk/Kiosk training packets
- Non-Service Desk/Kiosk Stores: Completed Cashier (non-service desk/kiosk) training packet
6
Skills For AWS Customer Service Leader Resume
- Attend TX OP pacing financial calls (Convertibility)
- P&L management (Operating plan/Concessions)
- Motivate, lead and manage the service team supporting the Aurizon account
- Produce monthly reporting on performance criteria
- Develop a deep understanding of the customer’s business to identify opportunities for account growth
- Key understanding of Sales/Sales Operations Service Metrics and Product Supply Strategies
- Deep understanding of customer level Fill Rate, Accuracy and On-Time Delivery
- Monitor calls to improve associate performance and to ensure that associates are following procedures set forth by the company
7
Skills For Customer Service Leader Natl & Regl Resume
- Handle incoming communications from hospital, Sales Representatives, agents and Area Vice Presidents
- Assist in developing department policies and procedures
- Provide input to supervisor as to work scheduling of Call Center personnel
- Assist in the development of estimates for internal financial reporting periods
- Provides responsive, exemplary customer service to current and potential customers, regardless of the reason for contacting Sunbelt Rentals
- Serves as the after hours point of contact for deliveries and service requests, resulting in 24/7/365 service to our customers
8
Skills For Senior Customer Service Leader Resume
- Clearly and concisely communicates the actions being taken to satisfy the customer’s needs
- Negotiate applicable concessions as they arise balancing maximum benefits/satisfaction for the customer with minimal acceptable financial impact to GE
- Establish and maintain contact to provide on-going technical and business support to
- Coordinates Customer needs working with our NPI and Operations teams
- Have a total understanding of Front End standard practices
- Secure safe/register at all times when leaving it unattended. Protect company assets at all times
- Train, motivate, and work in a team environment
9
Skills For Front Desk Sales / Customer Service Leader Resume
- Strategic, forward thinker, ability to anticipate
- Knowledge of boiler design, operations and maintenance
- Management of field engineers who are remotely located
- Perform periodic data analysis
- Resource Management - Ensure that the team has the right resources in the necessary configuration to meet customers’ expectations
- Ability and willingness to travel 50% of the time. as required
10
Skills For Sales Logistics & Customer Service Leader Resume
- Willingness and ability to trave
- Knowledge of Cargill products, services, customer base and industry in relevant product line(s)
- Expert knowledge and experience of supply chain operations; including SAP, EDI, VMI, CPFR, Customer Data Systems, Transportation, Warehousing, Production Scheduling and Demand Planning
- Self-drive and ability to work under high pressure and time constraint
- Perform the technical requirements of cashier and service center
- Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator
- Experience in entering quotes and orders in SAP
- Previous experience as a call center Team Lead
- Working knowledge of Sunbelt’s point of sale system (Wynne)
List of Typical Responsibilities For a Customer Service Leader Resume
1
Responsibilities For Customer Service Leader Israel Resume
- Ensures customer service coworkers have the knowledge and empowerment to make decisions that creates a great customer experience
- Skilled decision maker
- Contract issue management and contractual disputes close out
- Identify and drive contract risk mitigation actions upfront
- Function as liaison and escalation point between customers and internal GE organizations
- Drive implementation of new initiatives towards operational excellence
- Provide regular internal customer reviews to highlight risk/opportunities
- Self-started able to drive sustainable results
2
Responsibilities For IT Customer Service Leader Resume
- Energize teams and view change as an opportunity
- Responds to customer inquiries quickly and courteously via phone, email or chat
- Handles customer complaints in a professional manner in order to resolve the complaint to the satisfaction of the customer and Sunbelt Rentals
- Completes customer orders, sources equipment as needed, places service calls, processes order cancellations and requests equipment pick-ups
- Goes above and beyond to find innovative solutions to satisfy the customer’s needs
- Always displays a positive and enthusiastic attitude with our customers
- Follows communication procedures, guidelines and policies
- Improves marketing strategies and customer follow-up by logging each incoming phone call and categorizing each call appropriately in the Customer Relationship Management (CRM) program or similar program used for that purpose
- Become familiar with, and adhere to all of the standard practices in the Center Store Standard Practices Manual
3
Responsibilities For GES Customer Service Leader Resume
- Lead the Customer Service Specialists to excel in customer care - provide timely and accurate information to customers regarding their order status and demand patterns
- Overall responsibility for and ownership of customer portfolio P&L and growth (TX and/or CS)
- Contribute to the development of a business and strategic plans for the business unit as a whole
- Work with cross-functional teams, and act as the interface with various internal stakeholders such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs
- Willingness and ability to travel up to 50% of the time or as required
- Interface with customers, understand and solve account related issues through phone communication, emails, customer portals and face-to-face meetings
- Manage and coordinate the resolution to all customer concerns and/or non-compliant purchase order issues
- Improve and monitor customer satisfaction, expand and improve use of automation methods for status reports and other commercial related matters
- Process orders, perform contract review, process purchase order changes and provide quotations for assigned accounts accurately and in a timely manner
4
Responsibilities For Scheduling & Customer Service Leader Resume
- Manage the purchase order / purchase order change functions of customer portals
- As needed, interpret terms and conditions, determine the company’s position and acquire all approvals per company procedures
- Process orders, forms, applications sand requests timely and accurately
- Direct requests and unresolved issues to appropriate resource
- Entrepreneurial/Change agent mindset
- Prepare reports s as required
5
Responsibilities For Customer Service Leader, Steam / Industrial Resume
- Clean Cash Office per Bookkeeper Assignment
- Prepare and verify all bank deposit amounts and change orders in accordance with established company policies and procedures
- Clear and accurate entry of media totals and sales information in various systems
- Frequently, perform cashier/service associate functions
- Frequently, perform service desk/kiosk functions
- Maintain a neat, well-groomed personal appearance at all times and follow
- People Leadership - Direct people management responsibilities including performance management and compensation. Accountable for managing poor performance, tracking and communicating deployment plans, resource requirements and leading, training, coaching, motivating and rewarding team members
- Drives for Operational Stability - Accountable for ensuring proper execution of work processes by team members. Understands the metrics that deliver service performance and the variables that require improvement
- Executes Operational Improvements through performance and work process measures. The Team Leader identifies potential improvement projects, and works with process leadership to optimize the work process and resources
6
Responsibilities For AWS Customer Service Leader Resume
- Management of travel and entertainment budget
- Audit Compliance - Ensures that daily activities conform to work processes, as well as conducting reviews to ensure work activities conform to internal and external compliance standards such as Sarbanes-Oxley and ISO for Customer Service
- Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements
- Deal directly with customers either by telephone, email or face to face
- Respond promptly to customers inquires
- Handle and resolve customer compaints
- Obtain, evaluate and follow up an all relevant information to handle inquiries or complaints
- Perform customers verifications
7
Responsibilities For Customer Service Leader Natl & Regl Resume
- Manage all aftermarket accounts
- Coordinate and communicate with internal departaments
- Responsible to manage and resolve accounts receivable issues
- Work with shipping and manufacturing teams to resolve and delivery delays and communicate potential delay information along with countermeasure to customer as soon as known
- Take action on DI/DO based on escalation received from CS Analyst
- Primary escalation path if CS Specialist is unable to resolve issues related to customer delivery
8
Responsibilities For Senior Customer Service Leader Resume
- Ensure NOTD codes for late orders are proactively entered by CSS
- Lead alignment meeting (if needed) with Planning weekly on critical product families to ensure that NOTD reasons are consistent with our operational performance
- Update templates and work with CSA on action plans and "projection" for Monthly Actuals Review
- Lead alignment of demand to meet min. customer requirements when MAKE site has capacity or material constraints (not in allocation mode)
- Understands and recognizes coworker contribution through customer feedback surveys and team recognition
- Assists the Customer Service Manager in the development of solutions based on customer issues, concerns, and suggestions
- Monitors IKEA portal for customer feedback and supports coworkers to resolve customer issues quickly and efficiently
9
Responsibilities For Front Desk Sales / Customer Service Leader Resume
- Lead and supervise a team
- Demonstrated ability and willingness to learn multiple tasks and technical requirements including, successful completion of the forklift and power jack training
- Familiarity with Transactional Events, Powermx
- Willingness and ability to travel 50% of the time (as required)
- Rigorous in order to follow internal processes strictly
- Knowledge about Sales force would be a advantage
10
Responsibilities For Sales Logistics & Customer Service Leader Resume
- The support of customer orders requires a three-year apprenticeship, for example as an industrial clerk
- Fluent English is mandatory to communicate with the team member located all over Europe and Middle East
- Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions
- Assists in the development of solutions for customer issues, concerns, complaints and suggestions with
- An ability to lead and manage all aspects of the Ultimate Choice replenishment model and ensure that clean and prepared cars are ready for rental
- An ability to understand the movement and flow of vehicles to the Ultimate Choice zones
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