Support Team Leader Resume Sample
Thurman Boehm
6641 Chandler Lake,
Philadelphia,
PA
+1 (555) 744 6261
Work Experience
Customer Support Team Leader
12/2016
-
PRESENT
Detroit, MI
- Exceptional administration skills, strong planning, organisation and computer literacy
- Confident to manage a team of administrators with varying levels of experience
- High level of attention to detail with the ability to manage multiple tasks and conflicting priorities without losing focus on planning ahead
- An individual who never stops looking ahead, seeking new ways to delight customers and grow the business
- A talented team player who wants to learn, grow and drive their career while Spreading smiles across the globe
- A culturally intelligent individual, exceptional dealing with ambiguity, within a global perspective
- Excellent communication skills, both verbal and written, in English, other languages advantageous
Support Team Leader
10/2014
-
10/2016
Phoenix, AZ
- Provide feedback to the GNS Operations Manager related to the team members’ performance
- Understand, communicate, and overlook the team’s performance against defined KPIs
- Act as the conduit between Risk Management and Sales/Trading ensuring policies set by risk are applied correctly and adhered to by the BU
- Ad hoc exposure analysis and monitoring for a range of Issuer, Country, Market and Sector scenarios
- Monitoring counterparties' ratings, concentration risks, slides analysis
- Management of initiatives such as definition and implementation of solutions to enable automation of trade level upfront margin calculation as well as margin modelling and testing
- Maintain Service Level Agreements
- Understand key client SLAs and support SLA tracking and reporting
Application Support Team Leader
06/2008
-
08/2014
San Francisco, CA
- Take ownership of issues and coordinate with Manager, Client Support to resolve issues within the team and through other Active Outdoor departments
- First point of escalation for issues escalated from client requests
- Provide resolutions to issues in accordance with service level agreements
- Investigate and resolve data issues
- Ensure quality and constancy of support so services levels remains high
- Effectively communicate with UHNW clients, CPB Private Bankers, Custody Operations Manager, Product managers and their respective representatives
- Manage a Custody Service Team and ensure the staff is delivering a high level of service and complying with Citibank's policies, procedures and government regulations
Education
University of Phoenix - Oregon Campus
2003 - 2007
Engineer's Degree in Business
Professional Skills
- Influencing/Negotiation Skills - Understands the importance of listening and questioning skills and effectively explore alternatives and positions to reach outcomes to gain all parties’ acceptance
- Strong analytical skills; excellent oral and written communication skills; excellent problem-solving skills; ability to think strategically and act tactically
- Strong interpersonal skills with proven ability to build and maintain strong relationships with stakeholders, including international stakeholders
- Strong communication skills, both written and verbal with the ability to communicate effectively at all levels both internally and externally
- Excellent at applying critical thinking skills and problem solving
- An analytical mind, with proven trouble shooting and problem solving skills
- Strong leadership, influencing, negotiation and communication skills
How to write Support Team Leader Resume
Support Team Leader role is responsible for analytical, training, customer, securities, leadership, retail, finance, auditing, security, java.
To write great resume for support team leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Team Leader Resume
The section contact information is important in your support 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 Support Team Leader Resume
The section work experience is an essential part of your support 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 support 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 support team leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Team Leader resume experience can include:
- Planning of work activities efficiently and effectively and to agreed client service levels
- Welcomes challenging environments to apply specialist skills, maintaining customer confidence
- Responsible for training and developping the team's technical and personal skills
- Make a positive input into the teams effectiveness, driving performance improvement and effectiveness of processes
- Manage people performance effectively
- Can select appropriate tools and techniques to achieve their goals and is able to document and communicate this effectively
Education on a Support Team Leader Resume
Make sure to make education a priority on your support 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 support 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 Support Team Leader Resume
When listing skills on your support 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 support team leader skills:
- Strong people leadership skills with effective performance management and coaching abilities
- Experience of handling customer complaints effectively
- Strong project management and organisational skills to deliver on multiple and competing deadlines
- Excellent customer service skills with clear concise communication
- Excellent analytical and research skills with the ability to collect and analyse complex material and data and present it in accessible formats
- Strong/fluent written and verbal communication skills in English
List of Typical Experience For a Support Team Leader Resume
1
Experience For Customer Support Team Leader Resume
- Apply strong team management skills to manage the Support team’s activities
- Utilizes time management effectively to accomplish daily objectives
- Adjusts priorities to respond to pressing and changing demands caused by operational or project situations
- Acts as a model of customer service excellence to all organizational staff members with emphasis on building strong relationships with our employees
- Put customer experience and innovation at the heart of our business processes – have this in mind when approaching all IT activity
- Experience as second level PC/Technical Support representative
- Strong Nielsen data knowledge
- Print and promotional industry experience
2
Experience For Desktop Support Team Leader Resume
- To pro-actively support their Operations region by developing excellent relations with their region’s customers and champion their concerns
- Consolidate all requests - ad hoc calls, Tetra PlantCare requirements, contracts, projects and other Tetra Pak companies
- >5 years Team Management experience
- Project and Portfolio management experience would be advantageous
- Quality Management System knowledge and experience would be advantageous
- Business Management or Finance qualification or equivalent experience (>5 years)
- Experience within Dow
- Very good communicator at all levels in the organisation
3
Experience For Application Support Team Leader Resume
- Demonstrate familiarity with specific executive use cases, network, policies, applications, mobility, data recovery, and service line applications
- Work as part of the virtual IT Operations team to ensure the effective management of the operational loan management application
- Experience in technical support – hands on
- Managerial experience
- Overcome objections and motivate customers. Strong customer focus (both internal and external)
- Demonstrated process expertise in Customer Services or Supply Chain Management
- Experience within a Contact Centre environment, desired but not essential
- Experience in new system implementation and change management
4
Experience For Retail Site Support Team Leader Resume
- People Management experience
- Experience with Microsoft TFS and SharePoint
- Experience with Service Manager/Service Point (change requests and support queues)
- Spotting opportunities in our processes and implementing improvements
- Monitoring and ensuring compliance to Marsh business and system requirements
- Maintaining and tracking current projects through the process flow from initiation to completion
- Undertaking regular management reporting on Utilization; Revenue, other income/ expenses
5
Experience For Customer Operations Support Team Leader Resume
- Hiring Manager assistant responsibilities for Operations, Engineering Operations and Life Support positions
- Testing new projects from support side
- Allocating workload within the team and act as escalation point for Retail Support team members
- Being accountable for the operational activities delivered by the Retail Support Team
- Motivating your team to maintain a high and consistent level of productivity and quality
- Scheduling your team to ensure there is adequate cover throughout the week
6
Experience For Direct Materials Buying Support Team Leader Resume
- Training others to ensure processes are followed consistently and accurately
- Assisting with debtors management and collection
- Willing and able to handle unique and often "unsupported" requests and research potential solutions
- Developing the team members to ensure right capability and knowledge is kept at its continuity and at a high quality standard
- Ensuring incidents/requests are logged and managed to resolution/fulfilment
- Managing all escalations (support & customer) to resolution
- Processing of work requests from the leisure business within agreed timeframes
- Developing a high performance work culture focused on client satisfaction and service delivery excellence
7
Experience For Operational Support Team Leader Resume
- Installing desktops and laptops, clone HD’s
- Willing to do the above and beyond
- Exposure to reviewing, analysing and streamlining process including supplier tenders, KPI’s and reviews
- People Management, including hiring, training and coaching employe
- Manages plant engineering including using remote and contract support. (Controls, mechanical, performance)
- Lead and create a team culture of high performance; setting clear performance expectations, providing regular feedback, coaching and appropriate recognition
- Responsible for ensuring that all planning and forward forecasting data is released to all Key Stakeholders in the operational environment at Taif
- Develop training methods, schedules and tools for new associates as well as ongoing re-training needs
- Coordinate pricing for new products and services together with Production, Engineering and Finance
8
Experience For Product Development Support Team Leader Resume
- Initiate and maintain service billing and tracking
- Support of SGN Applications: Maintenance, Monitoring, Production issue resolution and reporting, collaboration with Development and Client Services Teams
- Responsible for problems followup which includes break/fix management and communications to internal stake holders regarding status and problem tracking
- Responsible for KPI reporting and process monitoring
- Provide input to administering and maintaining production and internal environments
9
Experience For Business Support Team Leader Resume
- The line management, coaching and mentoring of a team of Application Support Developers
- Carry out all individual team progress reviews including 1-2-1', objective setting & review, probation reviews, etc
- Exposure to distributed systems using a messaging based architecture (ideally RabbitMQ or SQS)
- Completes technical reviews of plant equipment and systems ensuring suitability, optimization of performance and maximizing of efficiency
- Directly managing up to 10 operations representatives, coaching them on their personal development
10
Experience For IT On-site Support Team Leader Resume
- Maintains log of incoming hot-line calls and updates records and tracking databases
- Implement training plans for current releases of the software as well as NCRU training
- Internal auditor certification or willing to start working on it
- Assists with the recruitment, hiring, and training of Desktop Support Associates
- Manage Image Management process for end-user computing. Stay current with alliantgroup computing vendors to ensure that standard images are secure and current
- Provide day to day leadership and direction to the team, including the allocation of work, people management and coaching
- Record software defects using the bug tracking system and report defects to software developers to ensure a speedy and swift resolution
- Adapt CRM system to meet the ongoing needs of supporting our customers
List of Typical Skills For a Support Team Leader Resume
1
Skills For Customer Support Team Leader Resume
- Superior analytical skills with an understanding of the business needs within Dental
- Proven experience supporting integrated products
- Exceptional interpersonal communication, relationship building and customer service skills
- Problem solving skills and ability to propose solutions
- Demonstrated experience leading a multi-disciplinary team
2
Skills For Desktop Support Team Leader Resume
- Self-motivated, with a flexible attitude and proven ability to manage own time, priorities and prob-lem solve
- Prior Customer Support or relevant SC experience
- Proven Team Leader experience
- Effective engagement and matrix management experience
- Able to work independently and successfully in team environment and interface effectively with senior management
- Effectively lead and mentor team members
- Providing excellent customer service to internal and external customers via telephone, email and in person
3
Skills For Application Support Team Leader Resume
- Willing to work weekend shifts - our riders operate 7 days a week so we do too!
- Experience in leading, coaching and supporting teams through change
- Experience in leading, coaching and managing a team
- Completes employee appraisals, assessing and satisfying training needs to ensure skill levels are increased and maintained
- Previous experience in gathering and documenting business requirements
- Accountable for implementing new/re-designed processes and making sure they are operated properly within the team
4
Skills For Retail Site Support Team Leader Resume
- Experience working with technologies such as Citrix, Windows, and general Operating Systems
- Previous experience in managing a team would be desirable or development in line with becoming a Team Leader
- Experience leading or mentoring a small team
- Experience implementing advanced methods and techniques used in troubleshooting various computer application problems
- Experience conducting research using on and off line resources to solve PC software and hardware conflicts and errors
- Proven track record of hands-on Linux Systems Administration, Installation, and Performance Tuning, technical diagnostics and problem-solving
- Experience with supporting Java applications and an understanding of web technology
5
Skills For Customer Operations Support Team Leader Resume
- Promotes Site networking, sharing of experiences and best practices to reduce duplication of efforts
- Demonstrated success in managing data and customers
- Experienced in using Microsoft Excel (to advanced level)
- Workload planning and incident prioritization to ensure that established service commitments are satisfied
- Experience as an Application Support Analyst working in a complex environment
- High level of initiative with ability to deal with multiple projects simultaneously with conflicting priorities
- Experience in working in a fast-paced, high-demand, delivery oriented environments
- A strong focus on providing exceptional Customer Service
- Commensurate level of data handling experience required
6
Skills For Direct Materials Buying Support Team Leader Resume
- Experience working in a IT Support Manager, Customer Support Manager or Technical Support Manager
- Experience of liaising with different departments within a business
- Experience in supporting RDBMS and NoSQL databases
- Has advanced and specialized expertise, typically developed through a combination of job-related training and considerable work experience
- Excellent planning and organizational ability
- Management accounting experience would be advantageous
- Management experience required (preferably in warehouse)
- Previous experience in a 2nd level customer service/support role
7
Skills For Operational Support Team Leader Resume
- A tertiary qualification in a relevant/related field is desirable, along with some leadership experience preferably within the financial services industry
- Build strong relationships based on trust and honest discussion
- Improve customer service experience and engagement
- Validate that data procedures and practices are followed to ensure appropriate risk decisions are made
- Energetic and strong willed able to cope within a demanding environment
8
Skills For Product Development Support Team Leader Resume
- Personal Effectiveness Ability to communicate, influence, lead and manage self-development and leadership thinking
- Thrives in an environment of multiple shifting priorities
- Effective at building trust in relationships with employees and managers
- Understands big picture and creates effective solutions through understanding cause and effect
- Experience in coaching & staff development is mandatory
- At-;least 3 years’ experience of managing a team of technicians, providing services out of hour and on a 24/7 basis
- Strong written communication kills
9
Skills For Business Support Team Leader Resume
- Demonstrates ability to work under pressure and to multi-task
- College Level qualification or equivalent or detailed contact centre knowledge and experience gained in a service orientated environment
- Knowledge and experience of ERP systems such are JD Edwards or SAP with high volume/value order level - desired
- Substantial field support or customer support experience
- Proven knowledge in data management integrity
10
Skills For IT On-site Support Team Leader Resume
- Work experience in a Call Center/Desktop Support Team Lead
- Experience in Information Technology and customer service
- Experiencing managing a team of 5 in various locations throughout North America
- Leading by example and acting as a role-model
- Setting team targets to align with your own KPIs while holding your team to account
- Working closely with the Quality Assurance team on training and development opportunities for your team
List of Typical Responsibilities For a Support Team Leader Resume
1
Responsibilities For Customer Support Team Leader Resume
- Excellent understanding of department SLA’s
- Work closely with Commercial Admin Team, BDMs, Regional Managers and their Area Managers to ensure effective and accurate information on Siebel
- Strive to improve the customer experience and reduce the time for resolution of any issues
- Identify, drive and support implementation of process improvement and effectiveness
- Ensure effective customer care and interaction by the team
2
Responsibilities For Desktop Support Team Leader Resume
- Experience in a hands-on application support lead/manager role
- Constantly look for ways to improve the process or experience for our customers
- Previous Team Leader experience- essential
- Travel industry or IT experience - essential
- Experience in customer service environment
- Experience in leadership role
- Identify and execute continuous improvement opportunities to improve the customer experience and build business efficiency
3
Responsibilities For Application Support Team Leader Resume
- Utilize strong written and oral communication; communicate information in a clear, well-organized, and professional manner
- Previous team Leading or Mentoring experience within a call centre/helpdesk environment
- Engaging with building managers ensuring they engage with external agencies when required to ensure defects are quickly rectified
- Logging/notifying Support Manager of reoccurring issues
- Investigating and resolving clients’ queries by telephone, remote access, fax and email
- Keeping accurate records of the progress and processing of a call
- Producing client facing technical documentation
- Working knowledge of people and resource management best practices, techniques and methodologies
- Answering any functional questions about the software
4
Responsibilities For Retail Site Support Team Leader Resume
- Liaising with other staff members to team to resolve queries
- Ensuring the working environment is suitable and safe for all personnel working for the company
- Ensuring accuracy of the end of month performance data before requesting RSAF Sqn Cmdr sign off and delivery into headquarters
- Carrying out reviews and appraisals for 1st and 2nd line Support team members
- Achieves customer commitments by coordinating Marketing, Manufacturing, and Materials
5
Responsibilities For Customer Operations Support Team Leader Resume
- O Offering full support to the team, giving clear challenging targets in line with company financial requirements and agreement of the Sales Operations Manager
- Awareness and understanding of staff coaching/training and performance management is desirable
- Observe and raise training needs for the team, coordinating logistics where necessary
- Assists in coordinating resources to ensure monthly billing forecasts are met
- Advanced working knowledge of general computer troubleshooting and desktop support
- Observe and recommend changes to staff resources dependant on the varying workloads, identifying the business need
6
Responsibilities For Direct Materials Buying Support Team Leader Resume
- Responsible for ensuring that the team’s daily transactional activities are completed and escalate issues when necessary
- Office and Lync troubleshooting
- Acts as a mentor and provides training to front line colleagues daily
- Responsible for planning dispatches for the DC within an efficient transport network
- Provide functional direction and guidance to field personnel and Customer Service Representatives supporting the assigned customer
- People oriented – able to manage different personalities and take appropriate actions for handling potential conflicts within the teams
7
Responsibilities For Operational Support Team Leader Resume
- Stress tolerance - able to deal with pressured staff working to deadlines
- Support and Lead Problems and Project planning and implementation
- Manage and maintain internal user databases, ensuring profiles are up to date and removed where required
- Continually driving to reduce data related input issues
- Communicate and enable a safe working environment and H&S accountability and act a role model
- Support the drive of employee engagement, ensuring all in are bought into Divisional performance and improvement targets
8
Responsibilities For Product Development Support Team Leader Resume
- Provide After Hours Deploy Testing & Support for Finance, Air and Leisure Application deploys
- Manages plant finance (A/P, invoicing. FP&A interface, OPEX, CAPEX)
- Ensures SAP is fully utilized by all team members focussing on accurate submission into the plant historian as found and post maintenance conditions
- Custodian of the plant Support group budget, maximizing cost savings and efficiency of plant performance
- Provides support to the Plant Manager and Senior management team with respect to technical support and record keeping
- A natural aptitude for leading
- Happy working in a fast-paced environment and can easily adapt to change
- Driven to ensure the department is providing riders with world class support
- Applies a complete understanding of the general and technical aspects of the job, and, company policies and principles to complete a wide range of tasks
9
Responsibilities For Business Support Team Leader Resume
- Handles department general administration tasks including document management
- Alerts management to recurring problems and patterns; provides recommendations on potential solutions
- Ensure the smooth day-to-day operation of the team ensuring SLAs are met and targets are met, maintained and improved
- Work with the Dayton call center to assure timely and accurate data capture in issue reporting
- Identify and implement best practice in support management through ongoing employee evaluation and continuous process improvement
- Management and reporting on all monthly revenue requirements
- Assistance/ administrative support for annual budgeting process
- MRC Staff training and awareness around compliance and policies
- Global MRC knowledge sharing
10
Responsibilities For IT On-site Support Team Leader Resume
- Member of the legal project review meeting team to define impact of new rules and regulations on management systems for the Sites in the Netherlands
- Assists departments in preparing for EH&S integrated audits
- Drive ODMS network and internal auditing network, support MOC network
- Implement and ensure appropriate operational controls, administration and reporting is undertaken
- Responsible for the preparation and dissemination of the medium and long term flying programme
- Ensure that All Key Stakeholders are immediately informed of any changes to the agreed flying programme
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