Team Lead-customer Service Resume Sample
Maybell Schinner
65110 Holden Estate,
Dallas,
TX
+1 (555) 637 2556
Work Experience
Team Lead Customer Service
12/2017
-
PRESENT
Los Angeles, CA
- Deal tactfully and empathetically with customers
- Provides daily direction and communication to call center agents so calls are answered in a timely, efficient and knowledgeable manner
- Provides statistical and performance feedback and coaching on regular basis to each team member
- Assists with training new hires and existing staff
- Assist with escalated calls and emails and provides coaching and resolutions to the agent in a timely manner
- Maintains a high-quality work environment so team members are motivated to perform at their highest level
- Orders supplies and other materials in compliance with budgetary constraints
Team Lead-customer Service
12/2011
-
07/2017
Houston, TX
- Maintains a neat, orderly work environment that denotes professionalism and efficiency; and
- Develops job aides to assist the staff in performing work assignments
- To 2+ Years’ Experience
- Provide superior customer service and exceed customer’s expectations (required)
- Hiring preference is given to those with solid sales experience, at least six months to one year of supervisory and related field experience
- Assists in the delegation of work, determining the method of work, giving clear and concise direction, and following up to ensure proper execution
- Provide legendary customer service by assisting customers, identifying and evaluating their needs, and making product recommendations based on this analysis; providing legendary customer service to every customer and promoting Cabela's programs including CLUB membership, kiosk, VOC, and In-Store Pickup
Team Lead Customer Service Submed
07/2005
-
09/2011
Dallas, TX
- Experience
- Provide superior customer service and exceed customers' expectations (required)
- Demonstrated ability to work directly with high-priority internal and external customers required
- Series 6 and Series 63 or ability to obtain within 90 days
- Previous experience working on a customer service team, including a strong working knowledge of customer service processes, - policies,techniques, and applicable regulations
- Responsible for running the day-to-day business operations of the Customer Service team French/Iberia team
- Planning and managing resource levels (including rota management, holiday and recruitment)
Education
Oglethorpe University
2001 - 2005
Bachelor's Degree in Management
Professional Skills
- Previous experience in supervising a team effectively and have demonstrated skills in developing people and processes
- Possess strong analytical and problem solving skills as well as conflict resolution skills
- Proficiency with MS Office: Word, Excel, Access and strong keyboarding skills
- Strong verbal, written and oral communication skills
- Strong PC skills (Microsoft Office) and ability to navigate and use business systems (Siebel, Telephony, etc)
- Developing skills to promote both team and individual success
- Experience in a shared services environment and exposure to working effectively with OSP (outsource provider)
How to write Team Lead-customer Service Resume
Team Lead-customer Service role is responsible for software, customer, basic, retail, credit, training, recruiting, shipping, payroll, telephony.
To write great resume for team lead-customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Team Lead-customer Service Resume
The section contact information is important in your team lead-customer service 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 Team Lead-customer Service Resume
The section work experience is an essential part of your team lead-customer service 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 team lead-customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular team lead-customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Team Lead-customer Service resume experience can include:
- Experience of working in a Contact Centre environment, good understanding of contact centre’s KPI’s and SLA’s
- Perform quality processes; email, procedures, phone skills
- Creating and maintaining an effective working relationship with internal and external stakeholders (CSM, Sales Ops, Logistics, Sales, Credit etc.)
- Good understanding of telephony contact center routing design, remote access application and ability to manage change
- Good understanding on knowledge management principles and enabling technology
- Experience with monitoring call quality and analyzing call center metrics is an asset
Education on a Team Lead-customer Service Resume
Make sure to make education a priority on your team lead-customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your team lead-customer service 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 Team Lead-customer Service Resume
When listing skills on your team lead-customer service 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 team lead-customer service skills:
- Good English language Skills (fluent in written and spoken)
- Prior experience coaching or providing indirect leadership to others
- Demonstrated success in coaching to improve service results and customer experience
- Exceptional communication both written and verbal, leadership and interpersonal skills, ability to liaise at all levels of organization
- Work effectively under pressure with minimal supervision
- Additional language skills are welcome
List of Typical Experience For a Team Lead-customer Service Resume
1
Experience For Team Lead Customer Service Resume
- Providing direction to team to ensure that customer service calls and emails are answered in an efficient, timely and knowledgeable manner in line with SLA’s
- Demonstrated independent worker with strong track record of delivery
- Proven people management experience in a customer service environment
- Experience & knowledge of the application of and impact of pricing, INCO terms and payment terms (i.e. Letter of Credit) in an interregional trade environment
- Experience leading a team of professionals or customer service agents as a team lead
- Experience using LEAN methodology
- Translate, implement and enforce company policies, procedures, and priorities
- Good understanding of contact centre’s KPI’s and SLA’s
2
Experience For Team Lead, Customer Service Resume
- Min 4 years of people managment experience
- Experience with Ameriprise customer policies and procedures for brokerage and non-brokerage products
- Overseeing that all reporting and order books for your team are up to date and accurate
- Collaborate with account managers to address pertinent business issues across the account base and be the first point of escalation for all Iberian Customer Service issues
- Do regular opening test calls and Immediately reportany technical issue that might affect operations
3
Experience For Team Lead Customer Service Submed Resume
- Sample processing, account changes, promotion orders
- Manage budget costs and charge out costs to different cost centers and provide ad-hoc analysis / reporting as requested
- Provide side by side training
- Complex understanding of Terms & Conditions & how these coverage’s relate to the needs of the business
- Provide weekly feedback on sales targets to Iberian Country Manager and Customer Service Manager
- Build and execute on order management efficiencies
- Check for updates from the Knowledgebase andencourage the team to regularly refer to the site
- Man the helpline as scheduled to give assistance toassociates
- Daily management of all operational processes toensure that quality, efficiency and productivity standards/targets are met.Does frequent MBWA to manage the floor
4
Experience For Team Lead Customer Service France Resume
- Ensure coverage on normal shifts, holidays or whenthere are trainings. Acts as Manager on Duty during weekends and/or in theabsence of the Operations Supervisor and the Operations Manager
- Collaborate with account managers / account operations to address pertinent business issues across the account base and be the first point of escalation for all Iberian Customer Service issues
- Creating and maintaining an effective working relationship with internal and external stakeholders (CSM, Supply Chain, Sales, Finance, Warehouse, Account Ops etc.)
- Leads the work activities of department team members, PT and Temporary including
- Experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations.
- Work a regular schedule that includes nights and weekends
- Communicate and promote the ideals of the E TRADE Group
5
Experience For Senior Team Lead, Customer Service Resume
- Properly document all customer interactions and troubleshooting actions into the department’s call tracking system. Manage open calls to ensure appropriate resolution time
- Complete advanced Windows Administration tasks, setup and configure FTP/SFTP server, domain user’s rights management, share of folders and printers
- Trains new associates on Company Policy & Procedures, Company history and brand aesthetic as well as Company products and Customer Service standards as directed by the Manager or Assistant Manager
- Acts as role model for sales team by consistently exhibiting best practices with regards to customer service, sales generation and customer outreach
- Provides in the moment constructive feedback and coaching to members of sales team upon unsatisfactory performance in order to encourage immediate changed behavior
6
Experience For Team Lead Customer Service Unlicensed Resume
- Engages potential customers by answering product and service questions; suggesting information about other products and services
- Track/monitor shipping schedules for product
- Recommends potential products or services to management by collecting customer feedback
- Maintains and updates customer records and account information
- Contributes to team efforts and accomplishments by acquiring product knowledge through training and communication exchanges with various departments across the company
7
Experience For Team Lead, Customer Service, Back Office Resume
- Provide feedback to direct reports through effective performance management practices; ensure employees are
- FINRA Series 7 and FINRA Series 66
- Relevant experience working on a customer service team, including strong working knowledge of customer service processes, policies, techniques, and applicable regulations
- Develop, document and maintain training materials in both digital and hardcopy medium for Customer Care new hire training
- FINRA Series 6 and 63 licenses
- Work with workforce management tools and business tools to monitor calls and emails to ensure schedules are achieved
8
Experience For Team Lead Customer Service Licensed Resume
- Provide guidance to achieve identified performance metrics and targets on a daily basis
- In collaboration with CS Manager assist in the recruitment of new CS agents
- Train, assist, and mentor new employees in the department
- Fluent in English and at least another European language
- Conduct annual performance reviews and interim performance reviews in consultation with the Customer Service Manager
9
Experience For Team Lead-customer Service Resume
- Responsible for departmental compliance with company policies and corrective actions
- Provides day to day support and guidance to all CS Team Members
- Motivates, monitors team objectives, and introduces and reinforces Customer Service process knowledge
- Actively monitors telephone, email, and order/ EDI service levels/completion throughout each day and makes proactive resource adjustments as necessary
- Participates in the development of, and leads execution of continuous improvement projects within the department
- Leads regular team meetings
- Responsible to ensure that all departmental work Instructions/SOP’s are updated in a timely manner
- Represents Customer Service in cross-departmental task forces/meetings
- Manages capital shipments proactively to ensure forecasted amounts are realized
10
Experience For Team Lead Customer Service Resume
- Verify and balance order transmittals
- Resolve and clear problem EDI issues
- File problem reports when necessary and approved by manager
- Assist with 3rd Party System issues
- Accurate and timely completion of all projects as requested.
- Oversee departmental teams & keep on task
- Manage escalations in a timely, professional manner
- 1) Supports GSM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals
- 2) Provide daily direction to the outfitters within the Department
List of Typical Skills For a Team Lead-customer Service Resume
1
Skills For Team Lead Customer Service Resume
- Experience leading/supervising contact center, customer service or technical helpdesk
- Possess a strong understanding of call center and shared service concepts
- Strong understanding of CRM workflow with the ability to grasp different types of CRM applications
- Responsible for maintaining strong and sustainable collaboration with the GBU’s
- Establish an excellent working relationship with all internal departments, vendors, merchants/buyers, carriers, and team members
2
Skills For Team Lead, Customer Service Resume
- Demonstrates excellence and ‘above and beyond’ customer service attitude consistently in each customer service contact
- Customer Service and/or Sales experience
- Booking Benefit (get discount on your Booking.com reservations)
- Scheduling and reporting as needed
- Understanding of workforce management principles
3
Skills For Team Lead Customer Service Submed Resume
- Supporting the Customer Service Manager to deliver business targets and objectives of first class service
- Working in all Drop Ship 3rd Party Web Based systems
- Fielding calls, information requests, process orders
- Accessing different workgroups
- Actively driving change and embracing new solutions for processes and procedures without compromising compliance
- Manage, motivate and develop team through leading, coaching, training, 1 to 1’s, appraisals, organization and delegation of workloads etc.
- Efficiently manage team attendance (absenteeism andtardiness) including serving of coaching logs and disciplinary actions
4
Skills For Team Lead Customer Service France Resume
- Work flexible schedule including rotating evening and weekend hours is required
- 40 working hours (rotating shifts)
- Work in a Mobile Office providing tolling tags to customer in a non-office location(s)
- Provide knowledge of the tolling product, where the tolling product is accepted and possible upsell to EZPass
- Remain calm during challenging situations
- Embrace continuous learning and customer service expectations in an environment that is constantly changing
- The position also requires 2 years (24 months) using PTDi/product tracking systems and allocation management systems (SPA/PlanIT/equivalent) and SalesForce
5
Skills For Senior Team Lead, Customer Service Resume
- Through coaching and counseling sessions maintain and improve all areas of performance, productivity, quality and attendance
- Ensures the team has a comprehensive understanding of all policies and procedures and provides real-time coaching as required
- Possess an understanding of debit and credit processes in order to ensure financial accuracy when working with adjustments on customer orders
- Support the Team Manager in coaching & motivating associates
- Support agent recruiting and agent training
- Assist supervisor in meeting and exceeding daily, weekly and monthly goals
6
Skills For Team Lead Customer Service Unlicensed Resume
- Prepare and conduct quarterly performance reviews and keep track of progress during the year
- Passionate about people development and coaching
- Pro-active, enthusiastic and motivating personality
- Access to shopping-, gym- and restaurant discounts locally
- Complete understanding of E TRADE policies and procedures
- Cash handling and ability too balance multiple daily totals to ensure customer payment accuracy
- Navigate Tolling systems
- Regular attendance during regular scheduled business hours
- High level of technical PC competency using Windows applications
7
Skills For Team Lead, Customer Service, Back Office Resume
- Casual work environment and amazing culture
- Assist Customer Service Manager in overarching projects
- Oversee individualized training and development plans for direct reports
- Assist Customer Service Manager in conducting employee engagement sessions annually, and create and execute action plans based on these sessions
- Handles issue escalation for customer service concerns and communicates with internal/external customers regarding resolution as required
8
Skills For Team Lead Customer Service Licensed Resume
- Assists CS Manager with departmental reporting/analysis
- Provides proactive back-up support to customer service team during peak activity as required
- Assist EDI Team in establishing new EDI vendor accounts in test and production environments
- Schedule and coordinate web conference training for vendors
- Attend and contribute to monthly staff meeting, and 3rd Party touch base meetings
9
Skills For Team Lead-customer Service Resume
- ) Making inbounds calls through our dialer or manually based on campaign
- ) Receiving inbound customer calls. Identify what are the customer’s needs and then route them to the appropriate department
- ) Handling of inbounds calls of higher difficulty
- ) Handling escalated calls
- ) High level of working knowledge of the LONA process. Able to train new agents to work the LONA box
10
Skills For Team Lead Customer Service Resume
- Office environment during business hours
- Interactive and retroactive quality and coaching sessions
- Ensure timely and consistent communication utilizing huddles, Sales Force, email or other methods
- Deliver timely and consistent team messaging to front line and customers
- Credit card processing, government orders, corporate orders
- Place orders for Marketing materials
List of Typical Responsibilities For a Team Lead-customer Service Resume
1
Responsibilities For Team Lead Customer Service Resume
- Coach accurate, timely and professional customer service skills
- Resolve escalated calls, emails or cases in order to ensure a positive customer experience
- Medical device industry experience is an asset
- Balance multiple priorities with little to no direction
- One to two years of team leader or supervisory experience
2
Responsibilities For Team Lead, Customer Service Resume
- Proactive, independent contributor and team player with strong work ethic and superior attention to detail
- Experience in Customer Service or similar background
- Working with CSR to assist with increasing transfers rates to appropriate levels
- Managing CSR’s statuses and time in those statuses
- Working knowledge or dialer overview
- Ensure CSR’s are following proper protocol for the handling of certain types of inbound calls
3
Responsibilities For Team Lead Customer Service Submed Resume
- ) Basic Working knowledge of ICBM system
- ) Second Tier Shadowing
- 7) Resolves customer and associate opportunities with GSM and HR Manager
- 8) Assists the GSM with: coordination of all "Special Events"; maintenance of pricing and UPC integrity; determining proper assortments; accuracy of inventory; proper display, signing and pricing of all advertised items
- Team Management: Assist and coach direct reports in resolving complex or high priority issues, taking responsibility to resolve issues directly as needed. Manage team workload and provide guidance in prioritizing work to meet or exceed all assigned business objectives and goals
- Miscellaneous: Participate in and provide subject matter expertise on cross-functional projects and/or process improvement teams as appropriate. Take time to attend trainings, etc to further develop self. Complete other tasks as assigned
- Acquire Property Casualty license within 9 months; maintain active status through CE credits
- ) Knowledge on how to run some basic agent activity reports in ICBM
4
Responsibilities For Team Lead Customer Service France Resume
- Encompassed by ILEAD competencies and ICARE principles
- High level of confidence & professionalism in all modes of communication with internal or external customers
- Work in collaboration with multiple stakeholders (Sales, Regulatory, Procurement, Transportation, Operations and Finance)
- Make recommendations to Manager on continuous improvement opportunities
- Support Customer Service team members to meet KPI targets
- Leverage customer insight to drive business actions
- UA BRAND VALUES: Build a Great Product; Tell a Great Story; Build a Great Team; Deliver Great Service
- UA INTERNATIONAL STRATEGY: Build a strong global brand & brand equity; Improve profitability and organizational efficiency; Accelerate annual growth; Embed a performance culture
5
Responsibilities For Senior Team Lead, Customer Service Resume
- Look beyond symptoms to uncover root causes of problems to be solved
- Post-secondary education in a business or related field is an asset
- Healthcare background and knowledge in pharmaceuticals considered an asset
- Defines the team’s strategy and objectives taken into account the GBU’s and OTC strategy and objectives
- Build and manage employee capacity, support their professional development, review and assess performance, and enable employees to optimize their contribution to the department
- Respond to stressful situations in a calm and constructive manner
6
Responsibilities For Team Lead Customer Service Unlicensed Resume
- Customer Experience: Develop and maintain a quality program that measures service delivery and meets/exceeds customer (internal/external) expectations. Seek new opportunities in the customer experience space that can be deployed within the team. Ensure calibration is in line with stakeholder expectations
- Technology: Understand how the service centre technology enables process and performance delivery. Work with IT&S support teams to resolve issues in a collegial and informed manner. Continuously seek improvement opportunities that drive efficiency and/or effectiveness
- Risk Management: Identify operational risks and work with stakeholders to determine appropriate mitigations. Ensure oversight process and tools are in place and perform monitoring to prevent incidents. Lead incident root-cause analysis using the GBS process so that future prevention processes are implemented
- Crisis Management & Support: Assist business partners with crisis remediation. Lead customer care and consumer support planning to support crisis events. (i.e. natural disasters, consumer impacts)
- Ensure communications are published with inclusion of all Customer Care teams as the audience
- Track and monitor performance levels, and manage underperformance
- Conduct monthly 1-2-1 meetings with CSEs of your team to maintain focus and motivation on Customer Service standards and targets
- Business proficiency in English and preferably another language
7
Responsibilities For Team Lead, Customer Service, Back Office Resume
- Work weekend and late shifts
- 12 month contract with the idea to build a long term relationship
- Able to develop and manage communications in MS Office, Salesforce and DSA
- Successfully drive process improvements
- High level of professionalism and maturity; ability to quickly adapt to varied personality types
- Maintain a positive interaction with customers, regardless of customer disposition
8
Responsibilities For Team Lead Customer Service Licensed Resume
- User Availability Detail/Summary
- RX programs, trade show orders
- Outbound customer calls to reinforce promotional and logistical programs
- Proficiency with Microsoft Office, Excel
- Excellent written, verbal, communication skills, experienced with outbound calls, organized and can multi-task, ability to identify customer needs, and take initiative to resolve customer issues
- Participate in and provide subject matter expertise on cross-functional projects and / or process improvement teams that have implications to the operations organization
9
Responsibilities For Team Lead-customer Service Resume
- Provide excellent customer service related to toll charges and toll violations
- Active Series 6 or ability to obtain with-in 90 days
- Monitor the Customer Service Center and answer customer service representatives' questions
- Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviours
- Knowledge of software systems as MS Office and SAP
- Flexible and able to work in stableshifts
10
Responsibilities For Team Lead Customer Service Resume
- In depth knowledge of Bell’s BRS products and services, familiarity with IT systems , technology, and processes
- Self-starter: doesn’t quit until the job is done, done, done
- UA BRAND MISSION: To make all athletes better through passion, design and the relentless pursuit of innovation
- Purchase order/data entry
- Service Centre Technology
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