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Customer Service Team Lead Resume Samples
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10+ years of experience
Received top regional awards for reducing suspended billing and assisted other branches in reducing delinquent accounts
- Increased branch revenue by informing customers of available products and their benefits
- Created market and customer-specific marketing solutions for company core products
- Developed methods to establish and clarify customer needs and concerns
- Earned exceptional ratings and testimonials from clients
- Reduced branch revenue adjustments by 8% by obtaining insurance authorization prior to product distribution
0-5 years of experience
Supervised Info Exchange Staff of 60+ analysts providing customer service for Internal and External Clients, via phone, fax, and e-mail. One of five team leads responsible for monitoring, providing feedback and developing customer service skills for a team of customer service analysts.
- Handled and researched escalated issues requiring supervisory intervention to the customer satisfaction in a timely manner.
- Conducted new hire training and also providing on-going support following the training period to ensure departmental guidelines were continuously met.
- Developed and administered all training materials as well as communicated information / updates/changes to the staff.
- Updated tools for departmental use and developed guidelines for new procedures put in place, including departmental process improvements.
- Performed monthly Quality Assurance on all staff to ensure all aspects of Service Excellence Program are met by analyzing trends and monthly results to determine additional training needs.
- Facilitated training for multiples departments on new system application (Interactive Intelligence) that allowed for more effective and efficient handling of all incoming interactions.
10+ years of experience
Managed branch suspended billing and assisted other branches in reducing delinquent accounts
- Handled all walk in business and assisted customers with product selection and purchases
- Created market and customer-specific marketing solutions for company core products
- Developed methods to establish and clarify customer needs and concerns
- Earned exceptional ratings and testimonials from clients
- Reduced branch revenue adjustments by obtaining insurance authorization before product distribution
0-5 years of experience
Lead a team of six customer service representatives in responding to calls from retail and wholesale clients of a distributor of consumer kitchenware. Support staff in providing clients with information on product availability and prices for 3,000+ SKUs. Guide team in researching and resolving invoicing, claims, and chargeback issues. Instrumental in hiring, onboarding, developing, and monitoring staff.
- Initiated a cross-training program, which improved utilization of human resources, reduced client response time, and enhanced the quality of client services. Championed the concept of creating an operations manual for department. Due to outstanding results of cross-training and operations manual, both projects were adopted for implementation across all departments.
- Created a twice daily customer service back log report, which allows for improved prioritization and more even distribution of workload in department while reducing downtime at warehouses.
- Increased accuracy of complex, larger orders through introducing a proofing process. Instituted mechanisms to monitor errors, providing an increased ability to identify and address error trends.
- Boosted department morale through recognizing the accomplishments of staff. Launched an annual customer service week celebration. Elevated the visibility of the department throughout the company, gaining increased recognition for the critical role of customer service.
- Manage 100+ key accounts, including TJ Maxx, Marshalls, and Wayfair, among other top retailers. Coordinate export of merchandise to accounts in the UK and Germany and the direct import of goods from China to major accounts. Expedite shipments with freight forwarders and customs brokers. Prepare import and export documentation. Manage the EDI portal for Canada.
- Consistently volunteer to assume additional responsibilities, taking on the more challenging accounts, supporting new managers in developing insight into department operations, and leading community service efforts, such as the company Toys for Tots Drive.
0-5 years of experience
Trained and managed groups of 5-8 individuals to be able to answer financial aid and student loan questions.
- Assisted call center as back up scheduler.
- Guaranteed customer service satisfaction for students.
- Revised and created new task procedures for yearly audits.
- Ensured the training of federal regulations regarding financial aid, to assure that students received correct information regarding the maintenance of their student loans.
- Supervised Email Team and assured deadlines were met.
6-10 years of experience
Supervising a small Customer Support team while reporting to the Operations Manager weekly
- Developed and tested new strategies customer service to improve client retention and lower chargeback ratio
- Implemented live chat pilot program which increased client communication and later became a full-time position
- Worked closely with marketing, design and engineering for weekly review of the development lifecycle for site updates
- Analyzed and enforced manual testing methodologies which enhanced the QA continuous integration process
- Converted the way internal documentation was being handled by adding a team wiki for improved organization
6-10 years of experience
Managed and audited quality assurance on up to 20 employees. Directed the activities comprised in the Fraud, Export and Quotes Departments and provided support/back up during peak times which also included telephone assistance as needed.
- Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence, Service Level and Average Handle Time (AHT)
- Daily analysis of Automated Call Distribution reports (ACD) to make certain that all metrics were met by providing on-going performance feedback, coaching, and motivational techniques
- Assisted with freight forwarder inquiries, quote generation, tracked shipments, billing reconciliation and requested Return Material Authorizations from vendors as needed.
- Analyzed and maintained fraud database to monitor lose/gain in revenue for the VP of Loss Preventions review.
- Retained 1.4 million dollars in revenue by reinforcing new SOP for the Fraud Department.
- Coached and developed new hires and existing staff in a formal training environment as well as outsourced agents via remote web cast on AS400 applications.
- Maximized productivity by cross training CSR’s to handle all inquiries to meet all daily cut off times.
- Coordinated team building events with the United Way, The Drug Abuse Foundation and The Caring Kitchen of Delray Beach, FL.
- Awarded “Top Sales Team of the Call Center” in 1999 and “Best Performing Specialty Team in the Call Center” in May 2005.
0-5 years of experience
Participated in customer and client listening programs to identify customer needs and expectations.
- Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
- Verified insurance plan coverage’s and policies
- Prepared and analyzed internal and external quality reports for management staff review.
- Responded to customer questions concerning a variety of Univita products and services and assist with difficult callers when necessary.
- Coached, trained, motivated, and mentored a team of 40-50 agents
0-5 years of experience
Assisted the customer service supervisor with the management and supervision of the customer service team. Participated in customer conference calls in the absence of the supervisor and entered support ticket requests on behalf of the customer service team members. Assisted the supervisor in interviewing and selecting applicants for employment. Aid in conflict resolution when needed.
- Developed a structured interview format to be used in interviewing and evaluating prospective customer service employees.
- Developed a performance monitoring report to aid in quantifying the quality of work being performed by each customer service representative.
- Provided primary training to new customer service team members.
10+ years of experience
Track schedules, ensuring quality, minimized waste, prepare monthly reports, pursue continuous improvement and contribute to special projects using sales force software/SAP
- Provided administrative support functions for the tax dept which includes but limited to: Coordinating correspondence between tax & various tax agencies (IRS, etc).
- Oversaw receiving, sorting and distribution of mail to the appropriate recipients and departments. Maintained records of incoming mail in addition to ensuring delivery of outgoing mail the couriers.
- Count and recorded inventory/Assist in filing and archiving documents
- Perform data entry activities /Maintain adequate mailroom supplies
- In charge of checking postal rates & weighing outgoing mail, shipping labels and completed sign forms for the package deliveries for FedEx, DHL, USPS, etc
- Ensure the highest levels of customer care are delivered daily
0-5 years of experience
- Provide leadership expertise and develop efficiency programs for team of three in-house CS reps for US Sales and Marketing
- Researched industry social media practices to formulate strategies for marketing efforts and new social media campaigns
- Researched COMET’s customer payment data finding opportunities that reduced days sales outstanding (DSO) from 59 days to 47 days within 14 months
- Improved customer engagement and payment efficiency by converting 50% of client base to electronic payments and 100% electronic invoice mailing
- Reduced overdue client accounts from 1M to 45k (or 90% of past due accounts) within 8 months
0-5 years of experience
- Acted as Team Lead for 15 Customer Service Representatives, performing independent research and resolving escalated issues
- Responsible for taking inbound calls from customers regarding mortgage loans.
- Maintained reports to identify top performers, as well as areas of weakness, in service levels averaging 100 calls per day.
- Assisted in the development of a customer service agent desktop that allowed agents to improve the overall customer experience by proactively providing relevant customer information, including retention and cross-selling opportunities.
6-10 years of experience
Supervised a crew of 15-25 to ensure front-end operations were running efficiently and effectively
- Coordinated daily activities with staff including specific jobs for a shift and breaks times for all employees
- Skilled in general office duties, including answering phones, compiling and preparing daily sales reports, and greeting customers
- Process payroll weekly by verifying all time is accounted for and fixing any deviations that exist
- Processed new hires information, drug tests, I-9 verifications, background checks, pre and post orientations, store tours; instructed new associates how to access associate online portal
- Assisted with any benefits, pay, time off, FMLA, etc. questions.
- Handled and resolved customer complaints/concerns and problems on daily basis
- Commended by supervisors for flexibility in changing work hours when asked and filling in during scheduled off-days for absent employees
0-5 years of experience
- Managed a team of 15 call center agents from initial start-up to full operational status in an environment which encouraged continual process improvements.
- Trained, coached, and mentored agents on operational procedures and company products.
- Provided accurate, specific, and timely performance feedback for sales agents as well as identifying individual development needs with appropriate training.
- Devised and published metrics to measure the organization’s success in sales.
6-10 years of experience
Ensure representatives are up to date and knowledgeable on current department policies and procedures.
- Assist with monitoring and adjustments of call queues to ensure department goals are met and/or exceeded (including frequent use and proficiency of CMS/Avaya and Totalview Systems).
- Managed associate issues and conflicts appropriately.
- Ensured associates understood the impact of their primary roles as front line members of the team.
0-5 years of experience
Answer numerous calls per day assisting customer inquiries, solving problems and providing new product information.
- Serve as key holder, responsibly opening and closing store.
- Communicated with vendors regarding back order availability, future inventory and special orders
- Successfully acquired numerous customers per month, generating success in revenue.
- Scheduled weekly inventory pickups and deliveries with vendors.
- Directed calls to appropriate individuals and departments.
0-5 years of experience
- Verified that information in the computer system was up-to-date and accurate.
- Eliminated outdated records by sending the records to be scanned.
- Compiled statistical information for special reports
- Managed wholesales orders getting wholesale from backed up 3000 orders to up-to-date in a time-span of 3 months.
- Personally assisted Former CEO & Founder Dov Charney.
- Promoted to 6 different positions while employed.(Picking/Packer/Web Overseer/Inventory Control/Wholesale Back-Order Coordinator/Operations Assistant Supervisor.
0-5 years of experience
Maintain required service levels (Calls holding and answered in the queue)
- Responsible to supervise a staff of up to thirty two people within the customer service department.
- Supervised and coordinated activities of agents engaged in customer service calls. Observed and evaluated workers performance.
- Run reports/records for accuracy of work orders. Sent error to representative for appropriate corrections to be made.
- Instruct employees daily on company protocol. Make recommendations to upper management concerning staff and improvement of procedures.
- Sort client complaints and effectively resolve issue in a timely manner.
6-10 years of experience
Supervised a crew of 15-25 to ensure front-end operations were running efficiently and effectively
- Coordinated daily activities with staff including specific jobs for a shift and breaks times for all employees
- Skilled in general office duties, including answering phones, compiling and preparing daily sales reports, and greeting customers
- Processed payroll weekly by verifying all time is accounted for and fixing any deviations that exist
- Processed new hires information, drug tests, I-9 verifications, background checks, pre and post orientations, store tours; instructed new associates how to access associate online portal
- Assisted with any benefits, pay, time off, FMLA, etc. questions.
- Handled and resolved customer complaints/concerns and problems on daily basis
- Commended by supervisors for flexibility in changing work hours when asked and filling in during scheduled off-days for absent employees
0-5 years of experience
Emergency Alarm Company responsible for monitoring fire, burglary, home security and medical alarm signals.
- Managed, motivated, trained and coached call center representatives in a high -volume environment
- Dispatch emergency services as necessary (Police, Fire, EMS)
- Complied with all State Regulations and maintained an up to date CSAA certification
6-10 years of experience
Supervised and evaluated 32 customer service representatives in a high volume call center.
- Made recommendations to upper management concerning staff and improvement of procedures.
- Ran and reviewed reports/records for accuracy of work orders through Insite program.
- Emailed work order errors through MS Outlook to our Customer Service Department and our Operations
- Sorted client complaints and effectively resolved issue in a timely manner.
0-5 years of experience
Performed general office duties and administrative tasks.
- Prepared weekly confidential sales reports for presentation to management.
- Managed the internal and external mail functions.
- Provided telephone support.
- Scheduled interviews and maintained up-to-date confidential employee files.
- Managed daily sales totals
0-5 years of experience
- Carry out very detailed instructions with precision
- Arrange and provide appropriate customer service training, coaching for large groups or individuals, feedback to improve quality, call guidelines including average handle time (AHT), quality, productivity, service level, and adherence
- Created, analyzed and organized reports (statistical and financial) to improve office organization, staff shifts, and productivity
- Communicating with embassies and consulates (domestic and international) offices/booking travel, and served as the main liaison between customers, sales team, and internal departments
- Create creative solutions and maintained an internal client filing system
- Proven accountability for sales goals, new hire training, leadership productivity, and revenue
0-5 years of experience
- Supervised telephone customer service personnel in a call center environment.
- Monitored calls randomly to ensure representatives answered questions appropriately and courteously.
- Resolved customer complaints when needed.
- Completed all required documentation and paperwork.
- Attended weekly sales meeting as well as leading meeting at times.
- Participated in training and development programs.
- Reported to senior management when required.
10+ years of experience
- Acted as supervisor of site and 8 employees in manager’s absence, also assisted in training new-hires.
- Handled all office center functions; performed services such as reprographics, printing, binding, scanning, electronic bating, faxing, cd/dvd duplication and mail processing.
- Assisted attorneys, paralegals and secretaries by answering questions about the services we provided.
- Updated and maintained monthly Duplication Transactions Log for manager.
- Retrieved and delivered mail, boxes, copy jobs and faxes to customer.
- Ordered supplies; maintained copier equipment and stocked mail room, copy stations and kitchens.
- Provided backfill and support for over 10 sites in the Pittsburgh area as a floater.
- Served as backup receptionist, greeted visitors and operated a multi-line switchboard for a company of over 250 employees.
6-10 years of experience
- Coached Customer Service Representatives to meet or exceed production and quality standards for department.
- Attended community events to meet with families to provide education on health care and the importance of well care visits.
- Supported Health Services unit when Health Care for All was implemented in Massachusetts.
- Coordinated cases for pre certification and prior authorization to support the UM unit as needed
- Provided complex Pharmacy Claim resolution
0-5 years of experience
Assist with Business Practice Standards (BPS); daily huddles, communication board and comment cards.
- Oversee the implementation of procedures by all staff members.
- Provided timely and accurate month end projections to management. Assist in processing payroll.
- Supervised six Customer Service staff.
- Delegated to co-workers to maintain and manage effective workflow.
0-5 years of experience
Manages 12 employees
- Runs daily, weekly, monthly reports to send to client showing team’s progress and adherence to client specific goals.
- Was pivotal in developing and implementing a new Quality Assurance program for the Cisco team
- Performed bi-weekly QA’s for a 12 member team
- Created and presented Monthly Business and Quarterly Business Reviews to the stakeholder
- Project Lead on two high visibility customer focused projects
- Misc. Administrative Duties
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Customer Service Team Lead
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
