Senior Team Lead Resume Sample
Karine Spinka
7251 Margret Ranch,
San Francisco,
CA
+1 (555) 683 4523
Work Experience
Senior Team Lead
06/2017
-
PRESENT
Phoenix, AZ
- Generates reports based on team deliverables and present to management and counterparts
- Escalates specific issues and provides recommendation to customers to address them
- Assists direct reports in resolution of escalations on the area of specific support
- Identifies problems, analyzes trends and implements corrective and preventive actions using quality tools
- Schedules, coordinates and facilitates customer communication
- Works closely with counterparts/POCs to identify loopholes and process gaps
- Support projects related to quality improvement (such as Think Customer, QMS, etc.) and handles ad hoc tasks to support the objectives of the management
- Participates in business conference calls
- Takes pro-active responsibilities in dealing with customers
Senior Team Lead-ps
12/2009
-
12/2016
San Francisco, CA
- Monitor team members’ systems activity to ensure appropriate actions, compliance with corporate and regulatory practices, and data integrity
- Maintain a professional image and standards consistent with company policies and procedures
- Communicate the company’s goals and initiatives to team members
- Support projects related to quality improvement and handles ad hoc tasks to support the objectives of the management
- First line of management for team members
- Consistently identify, monitor and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Effectively interact with team members of potential diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members
- Coach team members on their performance on a regular basis and write and deliver bi-annual performance appraisal
Operation Senior Team Lead
02/2005
-
06/2009
San Francisco, CA
- Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement
- Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, Learning and Quality Measurement) while taking an end-to-end ownership of employee issues
- Responsible for day-to-day functional supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
- Meet or exceed all deadlines for scorecard reporting
- Handle calls in peak situations
- Analyze trends and assist in creating action plans that determine a solution
- Support and assist other Team Leaders as necessary
Education
University of North Carolina at Asheville
2000 - 2005
Bachelor's Degree in Engineering
Professional Skills
- Leadership skills Communication skills
- Excellent interpersonal skills and strong customer service orientation
- Strong written and oral communication skills in English. Proficient in Thai OR Mandarin an added advantage
- Practical analytical problem solving skills through analysis using (Excel, SQL, Access queries etc.)
- Expertise in programming skills like OOPs, Java, VB, SQL languages, and effective use of scripting
- Expert level proficiency in Interpersonal skills
- Prior team lead experience
How to write Senior Team Lead Resume
Senior Team Lead role is responsible for software, leadership, java, training, automation, troubleshooting, analytical, coding, trading, shipping.
To write great resume for senior team lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Team Lead Resume
The section contact information is important in your senior team 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 Senior Team Lead Resume
The section work experience is an essential part of your senior team 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 senior team 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 senior team lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Team Lead resume experience can include:
- Superior skills in the following areas: Interpersonal - Analytical - Problem Solving
- Prioritize (and re-prioritize) as business needs change
- Proven experience with vendor management/consultants
- Effectively work with all levels of management
- Strong People leader – ability to envision, energize and enable both the Credit team and a strong peer group
- Manage the EMEA Escalation queue effectively
Education on a Senior Team Lead Resume
Make sure to make education a priority on your senior team lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your senior team 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 Senior Team Lead Resume
When listing skills on your senior team 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 senior team lead skills:
- Advanced coaching skills and people management skills
- Effectively use business standard oral and written communication skills on a daily basis
- Excellent communications and relationship building skills
- Promote a strong customer care culture by effectively dealing with all customer escalations to resolution
- The ability to work across various domain/function teams, partner effectively cross-group, and manage multiple priorities, and deliverables concurrently
- Strong Excel skills with focus on data analytics
List of Typical Experience For a Senior Team Lead Resume
1
Experience For Senior Team Lead-ps Resume
- Effectively interact with clients of diverse backgrounds and temperaments and varying levels of leadership, while demonstrating a genuine interest in and maintaining open lines of communication
- Team Lead or Supervisory/Management experience
- Strong and visible leader
- Ensuring operational metrics (daily, weekly, monthly, quarterly) are clearly communicated, understood and achieved
- Proficiency in Problem solving, Planning & execution, Customer orientation and Impactful communication
- Manage automation frameworks using Data-Driven or Keyword-Driven or Hybrid or Robot
- Supports maintenance and configuration of applications, ensuring applications meet client’s objectives
- Produces or leads the production of required testing artifacts for all software releases
2
Experience For Collections Senior Team Lead-cl / DOE Resume
- Contribute to the shaping the entirely new OTC Organization
- Evaluate and coordinate the material or human resources needed for the specific testing program
- Generate and track project schedules and other project documentation pertaining to assigned and related projects
- Schedule flexibility to work any assigned shift including weekends
- Moderate understanding of business process improvement methods
- Communicate with others to answer questions, reviewing files, records, and other documentation, as needed
3
Experience For Operation Senior Team Lead Resume
- Collaborates in creating new methodologies and techniques that improve efficiency in operations
- Assume responsibility and actively manage projects, and participate on projects, as assigned regarding business services wide initiatives
- DEMANDS & TRAVEL REQUIREMENTS: Requires daily, prolonged use of computers. Occasional overnight travel for training or meetings
- Advance subject knowledge (structure-property correlation of chemicals; and conceptual biological understanding)
- Basic computer operating knowledge
- Basic proficiency in, Business acumen and Nurturing teams
- Limited proficiency in Strategic orientation and Leading change
- Understand user needs and articulate a solution
4
Experience For Senior Team Lead, Proposals Resume
- Manage the GSS compliance team in terms of people and processes as determined by the US, EMEA, APAC and SBS management
- Acquire knowhow in specific compliance areas as determined by the US, EMEA, APAC and SBS management
- Responsible for evaluating data for new products to determine their regulatory status in relevant areas (e.g. drug precursors, ozone depleters, dual use goods etc.)
- Support the reporting process by handling SAP data in MS Access
- Responsible for evaluating data for new products to determine the HTS code assigned
- Responsible for evaluating the impact of regulatory changes as advised by the EMEA, APAC and SBS management
5
Experience For Collections Senior Team Lead-wwcs Resume
- Support the purchasing function in compliance related matters
- Responsible to review customer data to determine the eligibility to purchase a product
- Establish and maintain KPIs as determined by compliance management
- Creation/Maintenance of SOPs related to compliance
- Support compliance projects on a country, regional or global level
- Support and initiate process improvements
6
Experience For Senior Team Lead Documents Resume
- Acts as back-up if volume is high
- Disseminates product/process updates to staff
- Resolve system issues and address requests from functional areas and end users
- Maintain data in the system for integrity and compliance
- Assist in the design and implementation of new functionality
7
Experience For Overnight Senior Team Lead Resume
- Model best practice components of customer service
- Ensure SLA’s and KPI’s are met
- Responsible for the preparation of managements reports in line with Client and Accenture’s requirements
- Coordinate projects under the team’s responsibility
- Understand & analyze the software product architecture and design
- Demonstrated ability and experience in the entire product development cycle: from requirements, design, implementation, and debugging, testing to shipping and maintenance
- Effectively lead and mentor the team
- Manage multiple automation projects simultaneously with no impact on deliverables, quality, and timelines
- Through effective leadership, focuses on team performance and attrition. Creates and manages escalation procedures and ensures service levels are maintained. Assesses, documents, tracks, and monitors problems to ensure resolution in a timely manner
8
Experience For Senior Team Lead-south Europe Area Resume
- Responsible for interviewing and selection of new hires and evaluating agents and/or support team employees, performance management documentation and where applicable, initiating the termination process. Provides training and mentoring for Team Coaches, Team Supervisors and Team Leaders when applicable
- Provides accurate, timely, and professionally written, statistical and verbal reports to management and clients for historical, current status, and forecasting purposes
- Drive and own the delivery of Diageo Africa’s cash targets year on year
- Management, assessment and development of team to achieve cash management targets
- Make sure team are accountable for all issues: each one is captured, resolved and followed up and raised in regular service reviews with markets
- Make sure all related controls are adhered to
- Develop great business partnering with the market, internal and external partners, search and spin best practice and experience, build and retain knowledge base within the team
- OTC experience
9
Experience For Workday Senior Team Lead Resume
- Review of processes and procedures, identifying improvements to maximize efficiency of revenue collection
- Overall responsibility for the day to day management of the Team Leader group, reviewing people/process regularly to ensure that we meet and/or exceed all SLA’s whilst making adjustments and recommendations as required
- Enable a culture of continuous improvement, including actively championing root cause analysis of Neutral and Dis-sat survey responses whilst pushing for full resolution and deployment of corrective action at source
- Work closely with the Operations Manager and HR/Recruitment team to deliver resource requirements in line with contractual requirements; and staff attendance & attrition objectives
- In conjunction with the Operations Manager and Training team, ensure tight implementation of staff training, development and performance programmes and ensure that processes and milestones are adhered to so that performance is optimized and employees are able to reach their full potential
- Promote and sustain a supportive learning environment
- Play a lead role in migrating processes from one of 3M’s subsidiaries to the Costa Rica GSC
- Holds team accountable to ensuring that Samsung products are merchandised flawlessly within retail locations
- Monitors staffing levels within assigned Districts
10
Experience For OTC Senior Team Lead Resume
- Manage performance of direct reports against agreed goals for both results and behaviours, and review performance regularly
- Ensure employees are thoroughly briefed and trained prior to the introduction of new processes to ensure implementation complies with the exacting requirements of the client, so that customer satisfaction / customer value are delivered to plan
- Conduct Team Meetings with direct reports to ensure expedient communication and provide an open forum for input. Drive and implement team activities
- Lead by example, be approachable and demonstrate a “can do” attitude to develop a culture of team work to drive the achievement and exceeding of targets. Ensure involvement of employees in decision making regarding issue resolution and future strategy planning. Encourage and drive a culture of positive employee engagement
- Coach and mentor Team Leaders to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals are not achieved
- Ensure a strong professional relationship is maintained with the client at all times and proactive communication is adhered to in order to exceed expectations
List of Typical Skills For a Senior Team Lead Resume
1
Skills For Senior Team Lead-ps Resume
- Partners with Third Party Labor leaders to align on national strategies for training, skillset development, and succession planning
- Attend meetings, seminars, and programs to learn about new processes and guidelines, learn new skills, and stay updated with the business team/unit supported
- Experience managing and coaching a software engineering team
- Flexibility required to interact with and manage a broad range of stakeholders, competing priorities and changing environment
- Experience in coaching and developing associates
- Proven ability to drive and reinforce positive engagement with your teams, while managing an environment in constant change
- Experience using Google Docs
2
Skills For Collections Senior Team Lead-cl / DOE Resume
- Experience implementing automation with various software product life cycles –Agile/Scrum and Scrum-fall
- Best practice customer service/contact centre experience and delivering high quality results within blue chip organizations
- Establish strong collaboration and business partnering with ABSC OTC Process Governance Lead or to drive together the OTC process standardization agenda
- Experience in Workday including configuration and integrations
- Experience with ticketing systems (i.e., JIRA, Remedy, etc.)
3
Skills For Operation Senior Team Lead Resume
- Hands-on experience in Testing or QA
- Knowledge and experience on functional, compatibility, usability and compliance testing
- Experience in performance and/or reliability testing
- Hands-on experience in one of the Performance Testing Tools (JMeter, Selenium, Rational Performance Tester, Silk Performer, Gomez etc.)
- Experience with problem solving and issue resolution
- Drives defect re-validation and resolution working collaboratively with development to manage break/fix releases
- Customer Service experience in a high volume, Technical Support Center
- Strong knowledge of TCT Tool, TechStat, Nemo TCT Phase 2
4
Skills For Senior Team Lead, Proposals Resume
- Demonstrated systems, process and industry knowledge, project and customer requirements
- Deliver accurate and timely management information to support the effective management of client negotiations
- - years of experience
- Handle the first level of escalated customer requests and tasks that require a first level of validation
- Related experience in HR shared services, with at least 3 years in supervisory position
- Customer service experience with a mindset for continuous improvement
- Experience in an Operations metrics-driven environment
5
Skills For Collections Senior Team Lead-wwcs Resume
- Excellent standard of oral and written
- Experience in Operations or Contact Center environment
- Experience in a supervisory role
- Experience with qTest and Jira
- Experience with Unit test frameworks and automation tools – cucumber, Junit, Selenium, etc
6
Skills For Senior Team Lead Documents Resume
- Experience in Agile software development
- Line management/contact centre experience of 50+ staff
- Demonstrate ability to independently identify, develop and implement end-to-end process changes
- Shift management experience in the food service industry
- Establish strong collaborative relationships with Sales to deliver “Cash every day” strategy
- Maintain strong relationships with Finance to support Trade Term renewals, execute Cash Collection work and support Credit Risk Management
- Relevant experience in financial services
- Self-motivate and prioritize their own work and others to deliver to deadlines
- Management/team lead experience with small to mid-size teams
7
Skills For Overnight Senior Team Lead Resume
- Experience with ERP, CRM and Database’s (Oracle, SAP, etc.)
- Solid knowledge of Agile methodologies
- Hands-on experience in any Test Automation Tools like QTP/UFT, Selenium, and TFS/VSTS etc
- Hands-on experience in various Defect Management Tools like JIRA, Bugzilla, Clear Quest, Rally etc
- Hands-on experience in various Test Management Tools like HP-ALM, JIRA, QC etc
- Develops effective succession plans that lead to internal promotions with minimal time to backfill
8
Skills For Senior Team Lead-south Europe Area Resume
- Contribute to the team of Team Leaders, through open and regular communications and effective performance management
- Operate as a subject matter expert and be the primary escalation point for issue resolution and customer escalations
- Demonstrate credibility to work alongside/with client SME’s and team leaders
- Helps with the recreation and validation of customer reported issues
- Demonstrate the CDI culture through both behavior and attitude
- Mentoring and managing the LM rates teams in SGP
- Being able to drive multiple automation projects and regression test automation tasks at a time
- Hosting fortnightly 121 sessions with designated agents
9
Skills For Workday Senior Team Lead Resume
- Working Knowledge of various SDLC methodologies like Waterfall, V-Model, Agile Scrum, Stage-Gate etc
- Shaping the future technical direction of the products
- Understanding of applicable business processes and tools such as, but not limited to JDE, Oracle,
- Coordinate the testing of software systems, including developing and executing unit, integration, and system test plans as needed
- Use automation testing tools, propose for change or adapt existing tools to improve the testing process
- As a Delivery Team Lead managing & developing teams
- Demonstrable track record in driving the best out of people whilst at the same time managing to agreed / business deadlines and targets
- Acts as a resource and coach for Associate and Analyst questions and direction including feedback on training needs
10
Skills For OTC Senior Team Lead Resume
- Participate in on-going reviews and task analysis, making recommendations from which business decisions are based
- Assist in developing concepts, methodologies, and identify critical success factors for achieving high results in operations
- Key player establishing the cultural change to bring ABSC to work closer with the Diageo Markets/Countries
- Motivated by working on high profile project that benefits trading and sales
- Responsible for meeting and exceeding all sales and operational KPIs
List of Typical Responsibilities For a Senior Team Lead Resume
1
Responsibilities For Senior Team Lead-ps Resume
- Experience managing a team of technical resources; coaching and training resources
- Provide clear instructions to the agents of the working priorities for the day, their targets, and their previous performance
- Responsible for understanding and working with the client's statement of work
- Act as an escalation point for employee relations, and customer issues, where the Team Leader assesses the need for additional support. Manage conflict and problem resolution for both types of situations
- Minimize customer complaints and escalations by directing the team in providing exceptional service and call control
- Understand manufacturing processes/capabilities/flexibility, including sub suppliers
2
Responsibilities For Collections Senior Team Lead-cl / DOE Resume
- Exceptional understanding of Technical Support Center or Help Desk environment including operations, processes, etc
- Prepare and present ongoing KPI performance and action plans to the client in weekly performance reviews
- Provide coaching to all agents to ensure that quality and productivity performance is optimized
- Performance management and coaching for designated agents
- Collaborate and consult with senior management and other Business Services staff to assess training needs for Associates/Analysts
- Maintain & Evolve automation frameworks using Data-Driven or Keyword-Driven or Hybrid or Robot
- Responsible for implementation and ownership of service improvement plans where required when KPI / SLA performance falls short of agreed target with client
3
Responsibilities For Operation Senior Team Lead Resume
- Raise process and/or procedure improvement opportunities to supervisor/team lead
- Manage the respective team within compliance
- Achieve the goals for the team
- Analyzes reports and identifies opportunities to increase revenue and market share within assigned region
- Creates sales strategies to maximize Samsung market share within assigned region
- Partners with key internal and external stakeholders to develop sales programs designed to maximize sell-through of Samsung products
- Work with 3PL Senior Management teams to upkeep production and efficiency of partnered business
- Identifies, plans, and manages the execution of National Go-To-Market strategies
4
Responsibilities For Senior Team Lead, Proposals Resume
- Provides feedback and recommendations on potential adjustments to sales strategies, tactics, and resources in response to sales trends and competitor activities
- Identifies opportunities to optimize work processes, systems, tools and resources for Field Sales team and recommends scalable solutions to Corporate
- Builds rapport with retail partners at the Regional/Director level in order to maximize sell- through of Samsung products
- Regularly conducts store visits with District Managers to encourage, train, and motivate Field Sales Managers
- Recruits, hires, develops, and retain top District Manager talent for region
- Trains, supervises, and provides guidance to each District Manager in Region
- Conducts performance appraisals and recommends salary changes for direct reports, approves performance appraisals for managers within assigned region
- Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90%+) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity
5
Responsibilities For Collections Senior Team Lead-wwcs Resume
- Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
- Ensure that all staff related systems are updated regularly, providing oneself and the department with a true overview of the activity and attendance of your team
- Ensure all security checks are carried out in line with company policies and procedures, ensuring the risk of fraud is minimized
- Ensure that all information relevant to the role and company is communicated to the team members through regular briefings
- Ensure full compliance with the Data Protection Act 1989 and subsequent amendments
- Assist with Contact Centre agent recruitment as and when necessary
- Proactively report on any instances of potential fraudulent internal and or external activities to an Ops Manager
6
Responsibilities For Senior Team Lead Documents Resume
- Provide the agents with monthly 1 on 1’s and quarterly 1 on 1’s where performance and development is discussed
- Manage and influence the Operations Team Leaders
- Responsible to implement and maintain quality assurance and control systems and activities
- Ensures effective adoption of standards, methods and procedures for inspecting, testing and evaluating the precision, accuracy and reliability of company products
- Selects and evaluates personnel to ensure the efficient operation of the function
- Drives execution and script development to plan and support user driven tests
- Provides proactive software quality assurance process assistance to vertical QA Manager
7
Responsibilities For Overnight Senior Team Lead Resume
- Manages resource allocation and utilization
- A team leader, results driven and collaborative performer
- Perform language evaluation of the project, noting such points as adequacy of the style guide and glossary, linguistic and technical difficulty, style of language and file formats
- Read and study client's instructions and Lockit and prepare project-specific translation guidelines, and maintain and communicate the guidelines in the course of the project
- Maintain project glossary and communicate updated glossary to the project team
- Read, track and summarize client review feedback and update the guidelines and glossaries accordingly
- Collect and answer language-specific queries from translators
8
Responsibilities For Senior Team Lead-south Europe Area Resume
- Monitor the quality of the project and perform Language Quality Inspection process, inform the project team on any quality problems
- Communicate constantly with external resources as well as client reviewers, if necessary on any language-related issues
- In analysis, design, development and delivery of Microsoft.NET applications
- Monitor agent queue allocation (email, chat, tech mod, phone, social ) to ensure volumes are managed and SLA’s are met
- Manage Voicemail and ensure calls are returned daily
- Act as the Manager of the team when the Area Manager is unavailable
- CSAT follow ups (on individual case basis)
9
Responsibilities For Workday Senior Team Lead Resume
- Co-ordination with partners and/or outsourcer
- Support Area Manager with people management tasks as required
- Have full visibility on AM related tasks
- Act as designated CRC duty manager for weekend and out of core hour coverage
- GDS knowledge/ Work Force Management / Fares and Industry Knowledge
- Accountable for team members' actions
10
Responsibilities For OTC Senior Team Lead Resume
- Schedule flexibility to work any assigned shift and occasional weekends
- Schedule flexibility to work occasional weekends
- Proven communicator with leadership and staff. Effective written and verbal communication skills – Ability to document automation framework, test harnesses, coding principles & standards
- A team player, self-starter, and quick learner
- Results driven, collaborative and innovative thinker
- Lead by example to create a collaborative framework with key Customers to allow prompt cash collection and seamless sales
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