Customer Service Team Leader Resume Sample
Sydney Upton
662 Murphy Creek,
Phoenix,
AZ
+1 (555) 650 4291
Work Experience
Customer Service Team Leader
06/2015
-
PRESENT
Philadelphia, PA
- Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
- Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
- Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
- Ensure that all activities meet with Eaton’s HSS requirements
- Excellent English and Italian OR French skills
- Attend cross functional meetings representing CS in the absence of Customer Service Manager ANZ
- Attend cross functional events to support growth in business opportunity
- Ensure timely closure of Customer complaints, Service Improvement Requests and VOC detractors with quality response
Home Energy Customer Service Team Leader
07/2011
-
04/2015
Philadelphia, PA
- Any other customer complaint related issues to improve our NPS score
- Support IKEA’s Customer Promise to make it a living reality throughout the whole store
- Facilitate effective and efficient communication in the Customer Service Centre and work with the team in order to resolve customer service issues
- Provision of customer service of the highest quality
- Handle day to day team management issues including operations, employee relations development
- Update and inform management of relevant performance changes in a timely fashion
- To work as part of a team, under the direction of the Service Managers, to ensure we meet internal and external regulatory or statutory requirements and deliver high levels of customer service
- Create, maintain and foster a professional image at all times for self and team
Customer Service Team Leader, NZ & Specialist
02/2004
-
01/2011
Chicago, IL
- Manage a customer service team with complex process management and business interactions
- Monitor and review day-to-day operational performance, ensure meeting the KPI’s and management goals to meet customer and stakeholder expectations. Plan and implement corrective actions whenever necessary
- Lead and review operational performance for the team regularly against the defined objectives and plan corrective actions accordingly to ensure the organizations timely delivery of high quality customer services in accordance with the Service Level Agreements, relevant processes and policies ensuring high level customer experience
- Provide relevant support and proactively interface with internal partners and stakeholders as required to resolve escalations and queries
- Ensure the team is compliant with internal SOX and SOD regulations
- Run and analyse relevant reports, review the operational performance of the team on a regular basis to ensure performance as per agreed service levels, key management metrics and goals and plan corrective action accordingly. Support operational updates to GBS and business management where applicable
- Proactively identify areas of process and quality improvement and raise those to the relevant stakeholders and process owners
- Ensure Global Process Standards are embedded and adhered to in day-to-day operations
- Develop and maintain strong working relationships with key partners within the organisation, customers and external service providers to ensure related issues are dealt with in a timely and effective manner
Education
Pepperdine University
1999 - 2003
Bachelor's Degree in Logistics
Professional Skills
- Excellent communication and interpersonal skills and strong verbal and professional telephone skills
- Strong people management skills and proven experience in coaching and leading a team
- Excellent multi-tasking skills, strong attention to detail and ability to handle changing priorities with a sense of urgency
- Excellent interpersonal skills are essential, including oral and written communication skills
- Excellent telephone manner, with strong communication and interpersonal skills
- Computer Skills to include Word, Excel and Power point· Presentation skills
- Demonstrates Leadership Qualities such as: managing conflict, coaching, counseling and critical thinking skills
How to write Customer Service Team Leader Resume
Customer Service Team Leader role is responsible for customer, leadership, microsoft, excel, english, word, interpersonal, training, performance, computer.
To write great resume for customer service team leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Team Leader Resume
The section contact information is important in your customer service team 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 Team Leader Resume
The section work experience is an essential part of your customer service team 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 team 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 team 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 Team Leader resume experience can include:
- Excellent communication skills and a proven ability to develop strong relationships
- Solid and proven leadership skills
- Excellent computer skills including working knowledge of MS Excel, Word and Outlook
- Models strong inter-personal skills in communicating with the customer and instils this ethos into the team
- Customer service experience with advanced skills including the ability to assist irate calls in a calm and professional manner
- Strong decision-making and utilization of company resource skills required
Education on a Customer Service Team Leader Resume
Make sure to make education a priority on your customer service team 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 team 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 Team Leader Resume
When listing skills on your customer service team 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 team leader skills:
- Proven ability to achieve numerous goals in a timely manner, exercising good judgment and sound decision-making skills
- Has excellent communication skills, tailoring the message to the audience using the most appropriate communication method to ensure understanding
- Experience of effectively leading and training teams
- Excellent communication, presentation and networking skills with an ability to tailor approach to the different levels in the organisation
- Good interpersonal and communication skills to relate well to customers, employees, and peers
- Excellent communication skills and a customer oriented approach
List of Typical Experience For a Customer Service Team Leader Resume
1
Experience For Home Energy Customer Service Team Leader Resume
- Demonstrated success in customer service. PC skills with Windows based programming
- Excellent Customer Service/ Account Management skills ideally within a manufacturing environment
- Facilitating presentations at department level to improve specific knowledge and skills
- Proactively identifying those challenges faced by the team on a regular basis, and managing those using appropriate tools and skills
- Supports and effectively participates in actively communicating the department’s objectives on a regular basis to staff
- Ensures all employees have an understanding of all updates and communications. Effectively manages the team through changes
- Manage work distribution tools to ensure SLA’s are met whilst applying a performance management model effectively
- Proven track record of managing teams with contact centre operations experience ideally within the industry
2
Experience For HP CS Tl-customer Service Team Leader Resume
- Proficient SAP knowledge and experience, with a strong understanding of the Order-to-Cash functionality
- Fluent in English and Swedish, speaking and written skills
- Possesses and effectively utilizes knowledge of current policies and procedures within the Call Center
- Experience in a foreign MNC is a strong advantage
- Demonstrated ability to work with minimal supervision to achieve excellent customer and employee satisfaction
3
Experience For Customer Service Team Leader, NZ & Specialist Resume
- Make presentations to stakeholders and communicate effectively in a diverse multicultural environment
- Proficient skills in Microsoft Word, Excel and Power Point and general PC navigation
- Driving and owning multiple projects with the objective to optimize the workload, cross-function processes and most importantly to keep a strong & happy team
- Working knowledge of NHBC Buildmark conditions and contractual knowledge is essential along with a good level of commercial awareness
- Experience of leading, managing and coaching a team in a Contact Centre environment
- Experience of successfully moving people through the lifecycle of recruitment, training and on-going development
- Proven track-record of understanding and delivering customer needs within a fast paced service industry
4
Experience For IT Customer Service Team Leader Resume
- Experience in developing high performing teams and individuals
- Call listening and ensuring customer service is to an excellent standard
- A skilled and engaging leader, able to define and communicate goals and expectations
- Able to manage competing priorities, workloads, and activities to achieve multiple project objectives
- Ensure effectiveness of call center equipment & systems. Including identification of issues and escalation for resolution, to maintain continuity of business
- Demonstrable experience of providing specialist or supervisory support within a contact centre / retail environment
5
Experience For Potential Customer Service Team Leader Resume
- Passionate about delivering a sensational, luxury customer experience
- Demonstrates initiative through proactive approach in developing people and processes
- Evidence of taking responsibility
- Responsible for driving excellent Customer Service across all channels and all markets
- Experience managing external partners
- Supply Chain: understanding and utilise to improve customer experience
6
Experience For Customer Service Team Leader VIC Resume
- Manage and forecast workload trends and ensure staffing and skill levels are set appropriately
- Ensures all employees receive effective, consistent coaching sessions
- Provides direction and guidance to less experienced team members and recognizes and recommends areas needing improvement
- Maintain strong working knowledge of company’s brands, systems, process and procedures to be able to provide daily support and guidance to the employees
- Monitor the queue and priorities of jobs coming through and liaise with contract management to achieve best case outcomes
- Experience of working with computerised document management system
- Generate, develop and present ideas and suggestions for improvements in order to achieve more effective working practises
7
Experience For Customer Service Team Leader WA Resume
- An excellent communicator in your language to help build working relationships with a variety of colleagues
- At least 6 months of experience in a customer service organization supporting complex products and high value clients through phone, email, and/or webchat
- Strong understanding of SAP and SFDC
- Experience in supporting the delivery of projects or initiatives
- Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage
- Experience of using an in-house database and MS Office packages is essential
- Experience in plastics\polymers or manufacturing industry
8
Experience For Commercial Customer Service Team Leader Resume
- Experience in, or understanding of the health sector
- Experience of working in the New Homes industry, within a Customer Services capacity
- Competent using MS Office software and SAP experience is preferable
- Experience in leading through change
- Experience in improving processes
- Strong drive within a changing environment (require to be both open to change and to implement changes)
- Prior success leading inside sales projects
9
Experience For Mortgage Banking Customer Service Team Leader Resume
- Or Six months to one-year related experience and/or training
- Experience in conducting 1-1's within the team
- Experience of undertaking a team leader role and supervisory responsibilities, in a customer service environment
- Experience of working with the Domestic energy market
- Experience of using a range of associated business systems e.g. Contact Management Relationship Management system, Workforce Management
10
Experience For Ccb-customer Service Team Leader Resume
- Experience working within a facilities organisation
- Proven record of providing exceptional customer service solutions
- Experience of supporting project work, activities and continuous improvements
- Proven ability to positively influence outcomes, coach and facilitate team interaction, and drive success
- Skilled in leading change and change management initiatives
- Preferable experience in a regulated industry where adherence to a quality system and processes has been mandatory
List of Typical Skills For a Customer Service Team Leader Resume
1
Skills For Home Energy Customer Service Team Leader Resume
- Excellent communication and interpersonal skills, with a real focus on delivering great service every day
- Strong communication skills in both English + Any other European language
- Strong communication, leadership and task management skills
- Strong customer service orientation, ability to work effectively with our customers through collaboration and work with all levels of the organization
- Excellent people skills - assertive but not aggressive, diplomatic and customer oriented
- Has effective written and oral communication skills
- Assist with recruiting, scheduling, coaching, training, and performance management as needed to develop an effective team with a strong customer focus
- Data analysis skills. Logical thinking and understanding of scientific methods for data acquisition and the ability to discover key issues quickly
- Proven experience in coaching and leading a team (2-4 years)
2
Skills For HP CS Tl-customer Service Team Leader Resume
- Proven experience in coaching and leading a team (2-5 years)
- Equivalent work experience or banking working experience is preferable
- Experience with complaints handling is a strong preference
- Proficient in the use of Spreadsheets, word-processing and associated office IT Skills
- Manage Centre performance throughout the shift, ensuring workloads, resources and staff are effectively managed
3
Skills For Customer Service Team Leader, NZ & Specialist Resume
- Intermediate to advanced level of computer skills including ERP systems and the Microsoft Office Suite
- Highly developed organisation and problem solving skills
- Complaint handling/conflict resolution skills
- Proven knowledge or training experience in insurance industry
- Demonstrate a strong understanding of customers’ needs / behaviours
4
Skills For IT Customer Service Team Leader Resume
- Confident communication skills required
- Oral and written communication skills with ability to explain complex ideas at
- Demonstrated experience in supervising and/or managing a team in a highly interactive customer focused environment
- Skills to manage small team
- Leadership skills to motivate and develop others
- Sound analytical skills and ability focus on detail
5
Skills For Potential Customer Service Team Leader Resume
- Perform quality processes - email, procedures, phone skills
- Leadership skills to coach, train and mentor workgroup employees
- Able to effectively work independently and with a team
- Effectively analyze data and take action
- Management– Able to effectively manage a team of circa 10 people
6
Skills For Customer Service Team Leader VIC Resume
- Assigning and reviewing work of assigned employees including scheduling and prioritizing
- Working knowledge and experience of using SAP
- Supervising and supporting your team to deliver an effective day to day service
- Providing strategic direction for the Customer Service function, consolidating relationships with both internal and external stakeholders
- Leading the team to make the customer experience memorable
- Servicing Customers / Commercial experience
- Identifying opportunities to improve sales and processes through your effective and successful team
- Completes tasks meeting deadlines through the careful scheduling of resources, adapting and utilising resources in the most effective way
7
Skills For Customer Service Team Leader WA Resume
- Coaches the team to understand customer problem solving activities, including refresher training and upskilling if required
- Lead operational effectiveness through leadership in developing, implementing and monitoring policy, procedures and performance metrics
- Understands the importance of coaching, mentoring, motivation and performance management and experience in applying the core principals
- Create and contribute to a strong TL/TM community by actively attending team meetings, supporting your peers and covering workload in their absence
- The effective planning and utilisation using standard times and scheduling tool to aid the completion of all PPMs within the month
- Highly customer focused with experience of inspiring, coaching and co-ordinating a team in a commercial customer service environment
8
Skills For Commercial Customer Service Team Leader Resume
- Experience in building teams: from operational perspective (distributing activities) to creating team culture/spirit
- Familiar with working with consumer data, with a strong understanding of the associated legislation
- Work under pressure to meet deadlines and conflicting priorities whilst considering the wider team
- Experience of coaching and mentoring to ensure the highest levels of performance and customer service
- Experience of dealing with and resolving a variety of customer service enquiries
- Experience of leading and motivating a team, preferably within a call centre/helpdesk/customer service environment
- Have good commercial awareness, identifying risks and opportunities and communicating them to the relevant departments
9
Skills For Mortgage Banking Customer Service Team Leader Resume
- Excellent working knowledge of Microsoft Office Products including Excel, Word, PowerPoint and Outlook
- Responsible for achieving employee and stakeholder satisfaction through effective people leadership and coaching
- Previous experience working with call center systems and reporting
- Drive improvements in customer experience within own team and co-ordinating cross department, focusing on Net Promoter Score and right first time
- Proven ability in communicating and implementing targeted improvements
- Relevant experience in a Planning role using business in-house systems together with Microsoft packages
- Extensive experience of providing outstanding customer service within B2C and B2B operations
- Comfortable working to deadlines and strong decision making abilities
- Prior success working with cross-functional teams, including those outside of the department
10
Skills For Ccb-customer Service Team Leader Resume
- A strong interest in developing and implementing SOPs
- Experience in this or surrounding functions
- Experience building a new customer service delivery team
- Experience creating a support model for a newly launched
- Has the natural ability to motivate and energise others to achieve. Experienced in leading a team to achieve excellence, in a performance driven environment
- Schedule work and implement work assignment adjustments to meet changing work priorities and ensure goal fulfilment
- Performance and quality management experience including previous team management
List of Typical Responsibilities For a Customer Service Team Leader Resume
1
Responsibilities For Home Energy Customer Service Team Leader Resume
- Strong analytical skills with the ability to create and deliver SLA’s and KPI’s
- Excellent (written and verbal) communication skills
- Proven experience of leading a customer service organization
- Demonstrate extensive experience of providing a high level of customer care for both internal and external customers
- Able to demonstrate strong leadership traits
- To manage to appropriate policies, procedures, and service standards and ensure these are effectively adhered to consistently by all the team
- Demonstrated experience in management of workflow across different channels (telephony / email etc)
- Strong SAP experience & proficient in use of Microsoft office tools
- Demonstrated sound leadership qualities and/or people management experience
2
Responsibilities For HP CS Tl-customer Service Team Leader Resume
- Demonstrated ability to provide effective feedback
- Demonstrated ability to build effective relationships internal and external
- Being results orientated and experience of high volume operations
- Good understanding of demand planning processes and their impact on customer supply
- Experience of working in Hungary or of working with Hungarian customers is desirable
3
Responsibilities For Customer Service Team Leader, NZ & Specialist Resume
- Develop effective working relationships with peers in legal & customer service
- Experience in a customer service environment, preferably with exposure to working in cross functional teams or projects
- Try to demonstrate outstanding leadership behaviors
- Be involved in the planning of daily work-streams to ensure customer experience is kept high and all service levels are obtained
- Ideally, we are looking for someone with SAP, Customer Service and Leadership experience
- Develop excellent relationships with all key contacts and encourage your team to do the same by creating platforms to collaborate
- The ability to set appropriate objectives, manage good performance and attendance as well as undertaking 1-2-1’s with direct reports to support this
4
Responsibilities For IT Customer Service Team Leader Resume
- Demonstrable experience of working as a Team Lead or Supervisor in a fast paced, high volume business such as a contact centre or BPO
- Experience of working within a customer service environment with a focus on quality
- Strong coaching & feedback expertise
- Experience of working within a customer orientated commercial environment
- Good working knowledge of employment legislation and best practice
- Experience of delivering related services in a diverse organisation
- Experience of providing detailed and timely advice
- Experience of delivering to customer service targets within a complex environment
5
Responsibilities For Potential Customer Service Team Leader Resume
- Experience supporting applications in a web environment, corporate intranets and
- Previous medical billing or receivables experience
- Experience of managing people would be an advantage
- Previous experience of using an ERP system such as QAD or SAP
- Works well under pressure and able to manage with minimal supervision demonstrating good judgment and initiative
- Experience with Microsoft Suite including: Word, Excel, PowerPoint, and Outlook or
- Good program solving schools
- Previous experience with GBS and relevant process understanding is an advantage
- Experience translating strategy into action
6
Responsibilities For Customer Service Team Leader VIC Resume
- Provides timely information the team needs to know to do their job and feel good about being a member of the team
- Experience managing a team of employees preferably in a contact center environment
- Working experience preferably in Customer Service area
- Experience of working in a multi-contact centre environment
- Experience in a supervisory or management within contact center industry
- Previous experience within a multinational company is of a great advantage
- Recommend new and/or improved, SOP’s that support the staff’s effective execution of their day job
- Experience in People Management or Operational Management is essential
7
Responsibilities For Customer Service Team Leader WA Resume
- Demonstrates breadth and depth in use and application of analytics principles, tools and methodologies (quantitative & qualitative)
- Production of the required reports and analysis to evidence the delivery of the service
- Support commercial team with excellent communications
- Experience in a customer service role required
- Strong and resilient character with the ability to manage confrontation situations and potentially difficult scenarios
- Implement and enforce company policies, procedures, and priorities
- Troubleshoot major issues which impact customer delivery and satisfaction & develop effective Root Cause Analysis & implement corrective actions
8
Responsibilities For Commercial Customer Service Team Leader Resume
- Champion a culture that demonstrates emotional engagement and empathy
- Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation from your own initiative
- Ensure effective and efficient communication between all teams
- Experience with emails, inbound and outbound calls, chat and Social Media
- Strong knowledge of CRM systems
- Experience in Transportation/ Supply Chain/Logistics related but not limited to
- Effective time management and logical approach
- To work as part of an integrated management team to provide efficient and effective service
9
Responsibilities For Mortgage Banking Customer Service Team Leader Resume
- Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution
- Intermediate to advance skill level of Microsoft Word and Excel
- Previous experience as a contact center team leader ideal
- Bilingual in English and Canadian French, written and spoken, strongly desired, but not required
- Experience of Coaching and Development within a team
- Experience of delivering change management initiatives and continuous improvement capabilities
10
Responsibilities For Ccb-customer Service Team Leader Resume
- Works well and able to deliver under a fast-paced environment and with conflicting priorities
- Preparation of reports and metrics on team management to ensure effective productivity and resolution rates
- Customer Services experience in a Supervisor or Managerial capacity
- Strong Influencer and able to collaborate at all levels
- Devise improvement plans and reporting for key stakeholders on customer experience
- To provide robust and effective people and team management to enable their team to meet and exceed targets and expectations
- To work within an integrated management structure in order to provide efficient and effective overall service
- Supervise, evaluate and improve the effectiveness of Customer Services contact center functions
- Handles escalated and unresolved calls from less experienced representatives
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