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Customer Service Team Leader Resume Samples
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6-10 years of experience
Play an integral role in the company’s sales, account management, and client support function, working closely with the sales team and clients to analyze needs and develop custom solutions for life, auto, fire, health, and bank products and services. On an ongoing basis, develop and implement plans to support aggressive business and sales goals and objectives. Manage 360+ accounts and maintain a sharp focus on client satisfaction as keys to business growth. Implement efficient administrative and office support functions to promote smooth operations.
- Consistently meet or exceed monthly/quarterly/annual sales goals. Maintain a strong sales closing ratio.
- Selected by management to train new team members on client satisfaction, products and services, systems, and company policies and procedures.
- Placate escalated service calls using diplomacy and tact, ensuring that clients’ needs are addressed to maintain client satisfaction, retention, and ongoing business.
- Co-planned, coordinated, and organized special corporate volunteer events including Adopt a Family at Christmas and Back Pack Give-A-Way. Attended and worked trade show events.
- Enhanced corporate image of the company through continually representing State Farm as a professional and committed organization, maintaining key alliances with a diverse client base.
0-5 years of experience
Participated in CMS Contact Center Operations audit including impact analyses, data validation, corrective action plans, and monitoring to ensure compliance
- Managed staff of 30 employees while compiling production reports, prioritize and delegate tasks, and follow through on all assignments.
- Implemented new businesses including Third Party Administrators in PA, WV, ME, and DE and processes to support organizational needs/goals
- Assessed areas for improvement while gathering feedback from staff to ensure that customer expectations are met.
10+ years of experience
Responsible for the daily distribution of work, maintained call center schedule to ensure appropriate and timely phone response times to our internal clients and outside sales reps.
- Received and resolved escalation level calls from representatives and clients
- Actively listened to the clients needs and recommended products to meet their requirements
- Provided sales support for top producing representatives in the U.S.
- Supported sales reps and managers by providing information on various programs and making adjustments to accounts as needed.
- Established new processes and procedures that were used in new hire training as well as codified established rules of conduct for existing employees.
- Coordinated with other departments throughout the organization on special projects.
- Trained department in new computer software programs during implementation and refresher training as needed.
0-5 years of experience
Responsible for new team member training and hiring for the Customer Service Team.
- Established a plan that helped place the store in first place for the region in the Whole Planet Foundation Drive (six weeks per year) in two consecutive years bringing in over $55,000 in customer donations in two years.
- Coordinates all team meetings and supervisor meetings that take place twice a quarter respectively.
- Participated in the region ACSTL swap and placed in a struggling store. Helped establish a strong culture of discipline and team member training and happiness in three months’ time. These programs are currently still thriving in this store.
- Responsible for the growth and development of over 40 team members every day.
- Increased teams’ reusable bag sales by 75% from the previous year.
- Increased teams’ team member education by 80% from the previous year.
0-5 years of experience
Prepared payroll for corporate
- Involved in the hiring and onboarding of new store personnel
- Supervised front service personnel by coordinating, mentoring and training to ensure jobs are being done properly and efficiently
- Managed upwards of 60 employees in the store’s largest department
- Provided excellent customer service including answering questions and locating products
0-5 years of experience
- Managed 14 National Account Managers to ensure a smooth running operation
- Motivated National Account Managers through developing programs, seminars and pep talks aimed at increasing move evaluations
- Interviewed, hired, trained, supervised and directed up to 25 National Account Managers
- Reviewed and processed weekly time cards for 14 National Account Managers and 2 assistant coordinators. Conducted 90 days and yearly reviews
0-5 years of experience
Provided constructive feedback and training through quality monitoring
- Identified, researched and resolved escalated and unique inquiries daily
- Maintained a level of superior customer service
- Managed adequate coverage for call volume as needed
- Created incentives to assist team in meeting weekly goals and boost team morale
0-5 years of experience
Managed a team of 13 customer service and data entry specialists
- Provided Quality assurance of my teams data entry
- Created and updated client cases using CRM software
- Ensured that all call center procedures were performed within the State of Illinois guideline and organizational goals
0-5 years of experience
Served as a leader of common area associates to provide premier customer satisfaction by creating a friendly working environment through daily coaching and training.
- Coordinated the daily operations of the common area ensuring for timely associate break periods and smooth transition at shift changes.
- Oversaw the maintenance and cleaning of the parking lot, foyer, common area, rest rooms, and floors of the entire store.
- Maintained an inventory of cleaning supplies.
0-5 years of experience
- Provided direct supervision of a team of 20+ representatives.
- Set expectations, analyzed and managed performance, monitored schedule adherence, and motivated performance.
- Monitored representatives for quality assurance and attended client calibration sessions
- Provided coaching, development, and two-way feedback to motivate a high performance and productivity.
- Analyzed all areas of opportunity to develop, document, and implement employee action plans for performance.
- Handled escalated calls to resolve concerns and complaints.
0-5 years of experience
Determine the duties and responsibilities of 5 Customer Service Reps
- Analyze the individual performance of each team member and motivated them to perform even better
- Organize training workshops to improve the performance of the members who were lagging behind in terms of performance
- Performed administrative duties for the department as required including handling calls, track departmental expenses and prepared invoice payments
- Interacted monthly with upper management regarding coordination of new employee orientation
- Trained all new employees
6-10 years of experience
Develop and coach inbound customer service associates maintaining top performance levels measured by VOC, Quality, TAC and Call Handle Time. Evaluate and standardize processes to reduce costs, improve efficiencies, reduce waste and ensure bank compliance. Lead VOE team, analyzing results and creating action plans to uphold high results.
- Leadership Development Program Graduate (2011) and LDP Coach (2012, 2013, 2014)
- Customer Care Council Leader (2011-2013) partnering with Sales, Collections and Portfolio Services
- Mentor/sponsor (2010, 2012, 2013, 2014) and Associate Development Program Coach (2013, 2014)
- Lead Strategy Initiative outlining Customer Care Training and Employee Development (2014, 2015)
- SimpLean Leader 2011-2014, deliver 3 projects annually (2011-2014) reduce cycle time and improving accuracy. Coached 15 additional projects in 2013
- Performance & Values Scorecard authored for representative’s development (2013) to accompany success coaching high performance
0-5 years of experience
Supervised 2 Senior Customer Service Representatives
- Supervised team of 20 Customer Service Representatives, including several multi-lingual telephone and email representatives
- Monitored and reported telephone statistics for US in Global conference calls
- Developed and implemented training procedures for new team members
- Interviewed new Team Lead and Senior candidates
6-10 years of experience
Acknowledged by supervisor and promoted to account manager
- Managed and trained a team of nine new customer service representatives
- Processed date entry orders, via email, fax, phone FedEx and UPS
- Conducted and exceeded ninety orders on a daily basis
10+ years of experience
2005 to 2013 Customer Service Lead promoted to Account/Office Manager
- Interview, train and lead new employees for their hired positions, supervised 3 FT employees
- Working Supervisor and conducted cross-training efforts (Customer Service, Accounting, Marketing & Production)
- Set guidelines for customer service and managed account areas
- Managed over 150 US and International accounts. Seek new opportunities to increase sales by negotiating contracts and discounts or sustaining established accounts.
- Conduct staff meetings and Microsoft Office Training (Word, Excel, Power Point, Access & Outlook)
0-5 years of experience
Effectively handled incoming phone orders and inquiries.
- Resolved conflicts and complaints by customers and successfully maintained a high
- Established and maintained expert knowledge of the distinctive and evolving product line
- Managed an extensive, detailed filing/order database. Responsible for all magazine mail
6-10 years of experience
- Managed a high volume workload within a dead-line driven environment. Resolved an average of 780 inquires in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
- Within 3 months became the lead “go-to” person for all customer service representatives. Handled all escalated and challenging calls. Became the company’s primary mentor/trainer of both new and established employees.
- Helped company attain the highest customer service ratings (as determined by external auditors) -earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
- Served as quality assurance reviewer.
0-5 years of experience
Responded to all queries regarding billing, technical support, and membership questions via email and phone.
- Utilized the sales/save techniques and tools to retain consumer memberships
- Maintained a high level of quality to achieve high standard of customer satisfaction
- Handled inbound calls for new and existing memberships
- Recognized for superior customer service and Team leadership
0-5 years of experience
Manage a team of customer service representatives to achieve client goals.
- Provide consistent training and development customized to productivity and metrics.
- Time card management.
- Client interaction to further discuss coaching plans to achieve profitable performance.
- Handling escalated customer calls thru quality assurance.
- Recognized and awarded as being a top leader in client project.
0-5 years of experience
- Trained and Managed small to medium sized teams of up to 15 employees.
- Experienced with customer service, sales techniques and interpersonal social skills.
- Promoted to a team leader’s position within 6 months of employment.
0-5 years of experience
Handled incoming calls and performed outgoing calls to clients and performed conflict resolution
- Accepted payments on customer accounts by check and credit/debit cards
- Collected on all unpaid accounts to bring accounts back to a positive balance
- Assist with customer service calls on accounts, answer customer inquiries, solve problems, and provide new product information to customers and clients
- Handled supervisory issues in the absence of my supervisor such as give credit approvals and overrides in the system on customer accounts
- Assisted with making sure customers are receiving their statements when needed
- Assisted in team meetings and monitor phone to make sure all representatives are following company protocol
0-5 years of experience
Responsible for providing quality and efficient customer service to customers through the daily management of a team of up to 75 employees to include hiring, background screening, onboarding, motivating, recognizing and rewarding, coaching, counseling, training and problem solving.
- Responsible for assisting manager with daily operation of Customer Service Department, scheduling, and reward/recognition programs.
- Insure employees have appropriate training and other resources to perform their jobs; verified all employees were up to date on training.
- Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest.
- Cash handling of up to $50,000.00 at any closing shift.
- Establish work procedures and processes that support company and Customer Service Department standards, procedures, and strategic directives.
- Responsible for payroll processing on a weekly basis for all employees within store location.
6-10 years of experience
Responsible for intake of all new and existing orders from referrals and patients
- Trouble shoots any problems with delivery, equipment, and customer referrals
- Gather all data needed to process orders through Insurance department
- Responsible for reorders to Nursing facilities and Rehabs on a monthly basis
- Maintains log of generated orders, Coordinates patient service with Dispatch function
- Ensures all required documentation is received timely and open orders are able to be selected
10+ years of experience
Jointly oversaw department of 50 + agents providing legendary customer service and promotion of brand loyalty. Coaches and provided mentoring of employees in fast paced environment. Strong emphasis on customer experience, providing accurate information, and one call resolution.
- Prior roles heavily dealt with Remarketing functions of off lease vehicles
- Loss Mitigation and supervision of sales team
- Experience with Commercial and Consumer accounts.
- Strong working knowledge of financial industry
- Computer skills include: Microsoft Office, AMS, FAW, CASS, TFAM, INFOLEASE, AQM
0-5 years of experience
- Granted seasoned level access after only month of employment
- Recruited/Promoted for a new “Email Team” after six months of employment
- Held the “Team Seal” (mentor) position on the Email Team and on every team until promotion
- Promoted to Supervisor in Summer of 2010, leading a team of 10 people
- Consistently highest Net Promoter Score of night shift teams and most agents promoted to specialty teams
- Ovestock.com was awarded the Best Customer Service Department by the Stevie Awards for Sales and Customer Service in 2010
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela 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.
