Customer Service Team Leader Resume Samples

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MD
M Dooley
Michelle
Dooley
339 Lon Ports
Chicago
IL
+1 (555) 699 8182
339 Lon Ports
Chicago
IL
Phone
p +1 (555) 699 8182
Experience Experience
10/2015 present
San Francisco, CA
Call Center Customer Service Team Leader
San Francisco, CA
Call Center Customer Service Team Leader
10/2015 present
San Francisco, CA
Call Center Customer Service Team Leader
10/2015 present
  • Provide assistance/support to other areas of the business
  • Manage call and email escalation
  • Provide accurate Customer feedback regarding products and services
  • Approve, manage, and lead training for team members
  • Prepare and present performance appraisals for Customer Service Representatives
  • Manage backorder maintenance and generate pick-up tags for returns
  • Manage department expenditures-(office supplies and equipment)
07/2009 07/2015
New York, NY
Potential Customer Service Team Leader
New York, NY
Potential Customer Service Team Leader
07/2009 07/2015
New York, NY
Potential Customer Service Team Leader
07/2009 07/2015
  • Challenge working methods and practices and provide creative solutions and clarity for customers
  • Support, coach and develop talent within your team in relation to systems, processes and behaviours
  • Sales Managers
  • Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
  • Leading by example, continuously and consistently motivate and manage a customer service team
  • Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice’
  • Act as point of contact in Team Managers absence
02/2006 04/2009
Detroit, MI
Customer Service Team Leader
Detroit, MI
Customer Service Team Leader
02/2006 04/2009
Detroit, MI
Customer Service Team Leader
02/2006 04/2009
  • Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
  • Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
  • Work with quality management team to drive continuous improvement in the network billing process
  • Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
  • Drive continuous improvement of the process performance and team efficiency by use of visual management systems (within the framework set by CENCS)
  • Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
  • Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
Education Education
Bachelor’s Degree in Professionalism
Bachelor’s Degree in Professionalism
Colorado State University
Bachelor’s Degree in Professionalism
Skills Skills
  • The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
  • Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
  • Structured and disciplined individual who is comfortable with detail
  • Excellent interpersonal and relationship building skills with the ability to influence all levels
  • People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
  • Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
  • Good people and interpersonal skills to build effective relationships with all levels of professionals
  • Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential
  • Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
  • Ability to communicate effectively and professionally in both local language and English (written and oral)
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1

Credit Card Customer Service Team Leader Resume Examples & Samples

  • Develop and lead team of Specialists
  • Lead by example and coach on key behaviors to drive results
  • Select and retain talent
  • Relationship management
2

Customer Service Team Leader Resume Examples & Samples

  • Act as primary management contact for Americas Customer Service when the CS
  • Provide guidance and act as primary escalation point for CE Executives needing
  • At least 6 months experience in a telephone based online business involved with
  • People skills with ability to actively listen, empathise, and effectively and
3

Customer Service Team Leader Resume Examples & Samples

  • Act as primary management contact for Customer Service when the CS Supervisor, Special Segments is not available
  • Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining andperformance management to develop an effective team with a strong customer focus
  • Share information and work with other Special Segments teams
  • Work with Circulation, Product, Sales and other Dow Jones departments necessary for handling internal and external customer contacts quickly and correctly. Support sales teams, as applicable
  • Generate ideas that streamline processes and reduce manual work that quicken customer service operations and better the customer experience
  • Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
  • Make preparation for new hires, including new hire training, job shadowing schedules and general and specific introduction to Dow Jones, our products and services
  • At least 6 months experience in a customer service organisation in support of high-end products and high value clients
  • Experience supporting applications in a web environment
  • People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
  • Oral and written communication skills with ability to explain complex ideas at a level appropriate to the audience using ideas/terminology to ensure customer understanding and resolution of enquiries
  • Ability to monitor team activities to ensure goal fulfilment
  • Ability to work well under pressure
  • Ability to work effectively across business units to meet customer goals
  • Ability to train team members on new and existing Dow Jones products and services
  • Ability to coach team members on successful job behaviours
  • Ability to schedule work and implement work assignment adjustments to meet changing work priorities
  • Sound judgment, with the ability to solve problems independently
  • Ability to assimilate complex product knowledge and identify appropriate solutions
  • Commitment to customer satisfaction to provide quick and thorough response to customers’ requests or problems
  • Ability to build and develop relationships with others to assess needs, and identify and solve problems
4

Call Center Customer Service Team Leader Resume Examples & Samples

  • Oversee, maintain, and approve vacation and time off requests in accordance with the “Customer Service Guidelines.”
  • Maintain the Customer Support Calendar and assure that all channels have adequate coverage
  • Ensure that all Customer Service Representatives comply with Customer Service norms
  • Attend Sales Conferences
  • Maintain familiarity with promotions for each channel (Retail and Distributor or Direct to Consumer and Church)
  • Prepare and present performance appraisals for Customer Service Representatives
  • Approve, manage, and lead training for team members
  • Manage call and email escalation
  • Manage department expenditures-(office supplies and equipment)
  • Maintain Daily/Weekly/Monthly stat reports
  • Receive, analyze, and resolve all phone inquiries and/or issues from Customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
  • Receive and direct input of all Customer and Sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, returns issues, and promotions
  • Process fax, email, and snail mail within 24 hours, inquiries and correspondence as assigned within 48 hours
  • Process markdowns and POS credits as approved by Sales
  • Process return requests
  • Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
  • Route new account requests
  • Research chargeback claims, provide PODs, etc
  • Understanding of computer applications for information and resolution of Customer needs
  • Provide accurate Customer feedback regarding products and services
  • Communicate effectively with internal and external Customers and Customer support staff
  • Customer Service Oriented/Service Mentality
  • Detail oriented/organized
  • Ability to work independently and in a Team
  • Ability to prioritize and multi task
  • Computer skills, Microsoft Office, excellent written and verbal communication skills
  • Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors
5

Customer Service Team Leader Resume Examples & Samples

  • Deliver world standard client service by answering telephone inquiries timely, accurately, professionally, and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs, and selling and referring products and services
  • Handle escalated calls from Customer Service Representatives
  • Assist with scheduling and coordinating team activities
  • Provide input into performance appraisal process and hiring decisions
  • Assume non-supervisory responsibilities of a Team Leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
  • Provide direction and assistance to Customer Service Representatives
  • Participate in special promotions and projects as directed by Customer Service Supervisor
  • Associate's degree in a related field or equivalent education and related training
  • Two to three years of client service experience
  • Excellent problem-solving skills and listening skills
  • Excellent computer navigation and keyboarding skills, including ability to navigate between multiple systems
  • Demonstrated time management skills
6

Customer Service Team Leader Resume Examples & Samples

  • In this role you’ll:*
  • Supervise a team of Customer Service Representatives and ensure Service Level Agreements (SLAs) and Key Performance Metrics are met
  • Support and develop staff to improve efficiency and performance of the team
  • Attend regular meetings with Financial Times Customer Service Management
  • Coach team members on effective use of process and procedures and conduct quality audits weekly
  • Maintain coaching logs and audits for documentation and reporting
  • Deliver key projects and initiatives to improve customer service and experience
  • Pro actively contribute ideas and give timely feedback to the FT Customer Service Management team
  • Drive a positive and healthy working environment
  • Submit weekly report and ensure daily log sheets and weekly reports of subordinates are received
  • Develop and maintain training manuals and ensure Customer Service Representatives are well trained
  • Ensure team is familiar with products and services, and be able to identify opportunities to sell/up sell and salvage cancellations
7

Customer Service Team Leader Resume Examples & Samples

  • Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
  • Conducts monthly team meetings to deliver key communications and build team spirit and provide recognition
  • Supports the hiring and training process by conducting interviews and making recommendations for hire
  • Develops and leads an effective team that proactively retains eBay customers
8

China Card Citiphone Customer Service Team Leader Resume Examples & Samples

  • At least 2 years relevant experiences in Call Center
  • Good problem and complaint handling skills
  • Independent, hardworking, self-motivated and good team player
  • Fluent in spoken English
9

Customer Service Team Leader Resume Examples & Samples

  • The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service appropriate for Dow Jones PIB products
  • The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
  • Act as primary management contact for Customer Service when the CS Supervisor is not
  • Available
  • Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for
  • Development purposes and to ensure accurate and timely support
  • Share information and work with other Customer Service teams to ensure global consistency
  • Work with Dow Jones internal partners as necessary and support sales teams, as applicable
  • Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer experience
  • Make preparations for new hires, including assisting with new hire training, organizing job
  • Shadowing, and providing an introduction to Dow Jones products and services
  • Assist supervisor in guiding reps through proper workflow procedures related to escalations and system issues
  • Act as Manager On Duty as necessary to support the team and meet global objectives
  • Handle special projects, as needed
10

Customer Service Team Leader Resume Examples & Samples

  • All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
  • To ensure the provision of the highest level of service to candidates, and to act as a referral point for any complex customer service issues within the team
  • To proactively develop, implement, maintain and communicate effective operational procedures
  • Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
  • Supervise a team of customer services staff, acting as first/second line escalation for queries ensuring that complaints are dealt with in line with the business expectation
  • Lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
  • Deliver, review and document performance with team members on a regular basis
  • Monitor and evaluate calls and other Customer Service Centre tasks
  • Work closely with other departments to ensure delivery of individual client service requirements
  • Ensure employees are competent to use business systems to support their role
  • Deal with the responses of all customer complaints in line with client requirements
  • To cover other roles within the Customer Service Centre, including specific project work, as and when needed.​
  • Experience of working in a customer service environment
  • Able to demonstrate the ability to manage your performance and workload
  • Strong communication skills to all levels of audience, across cultures
  • Self-driven and motivated, enthusiastic and energetic
  • Ability to work in a team and individually, to give, take and seek instruction when necessary
  • Fluency in English, both written and spoken
  • Management experience in a service related role and environment
11

Customer Service Team Leader Resume Examples & Samples

  • 1) Manage and develop customer service staff providing continuous coaching, feedback, and training
  • 2) Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
  • 3) Assists in coordinating day-to-day activities of customer service representatives
  • 4) Serves as a motivator to assist driving the team towards goals
  • 5) Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
  • 6) Recommends, tests, and implements solutions to process and procedural problems
  • 7) Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
  • 8) Manage and review all reports directly related to core functions and life of a sale monthly
  • 9) Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
  • 10) Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
  • 11) Provide feedback to Manager regarding customer service associates day-to-day performance
  • 12) Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors products and parts
  • 13) Participate in and act as customer service representative in company wide special projects
  • 14) Performs other related duties as required
  • 2) Offers own opinion even when it is likely to meet resistance
  • 3) Displays a commitment to the organization by setting high standards of performance
  • 4) Uses available resources to ensure attainment of team goals
  • 2) Manages multiple tasks to obtain timely results
  • 1) Proven strength displaying Core Leadership Competencies
  • 2) 5+ years experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
  • 3) Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
  • 4) Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
  • 5) High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred
12

Ccb-customer Service Team Leader Resume Examples & Samples

  • Identify ways to support inclusion and diversity
  • Ability to delegate tasks
  • Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
13

Customer Service Team Leader Resume Examples & Samples

  • Basic Qualifications
  • Bachelor’s degree or High School Diploma/GED with a minimum of 2 years’ experience in a financial services, operations or customer service setting or equivalent military experience
  • Minimum of 1 year of supervisory or leadership experience
  • Must submit your application for employment through gecareers.com to be considered (Internals via COS)
  • Must be willing to comply with pre-employment screening, including but not limited to drug testing, reference verification, and
14

Customer Service Team Leader Resume Examples & Samples

  • Deliver world standard client service by answering telephone inquiries timely, accurately, professionally and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs and selling and referring products and services
  • Assume non-supervisory responsibilities of a team leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
  • Three years of client service experience
15

Potential Customer Service Team Leader Resume Examples & Samples

  • Leading by example, continuously and consistently motivate and manage a customer service team
  • Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
  • Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice&#8217
  • Support pro-active management of customer order books ensuring integrity of orders and maximising sales and conversion opportunities
  • Follow agreed procedures ensuring standards and documentation exists for all new and existing processes. (red book process)
  • Demonstrate and develop commercial awareness by supporting the business on delivery of sales and financial targets and objectives
  • Act as point of contact in Team Managers absence
  • Proactively arrange and participate in forecast meetings, orderbook reviews, Aligned logistics meetings, delivery action meetings and other business critical meetings required for area of responsibility. Ensure timely feedback to line manager
  • Actively build and maintain relationships with other departments, focussing specifically on sales team, in order to maximise orderbook conversion focussing on achieving both Stockturn and OTIF measures
  • Work closely with the customer, other team leaders and managers to improve supply change efficiencies to ensure best practice is consistent across the wider department
  • Liaise with all areas of the business to identify stock/order status and ensure the quality of information provided to accounts is 100% accurate at all times
  • Look to exceed all personal and departmental objectives within specified timelines
  • Support, coach and develop talent within your team in relation to systems, processes and behaviours
  • Actively encourage team to develop strong relationships with sales, logistics and other departments
  • Constantly review weekly team meeting format and agenda to maximise engagement and participation
  • Consistently prepare for and conduct constructive monthly review meetings with each team member. Formal appraisals to be conducted as specified
  • Challenge working methods and practices and provide creative solutions and clarity for customers
  • Lead team to influence all warehouse functions identifying process failures and recommending effective solutions
  • Ensure team works within DC SLA’s managing customer’s expectations in line with this
  • Attend customer visits with a positive and professional manner. Having sent agenda points to the customer ensure you are fully prepared for the meeting. Feedback minutes to Line Manager and follow up on any action points
  • Display a positive, professional, attitude at all times
  • Use knowledge to support customer satisfaction & offer alternative solutions. (eg switch selling, next day delivery, suitable bookings etc). Own the customer contact and ensure conclusion reached to mutual benefit
  • Proactively Support the implementation of business initiatives such as ZSOL order upload, EDI, Direct Containers, Peak Planning and SHAS/VAS solutions
  • Develop teams knowledge and participation in key business initiatives
  • Live and breathe the Customer Service department’s managers ‘Code of Conduct’, promoting the adherence to Customer Service Minimum Standards
  • Support the implementation and reporting of Key Performance Indicators constantly reviewing to add any new measures that will be beneficial to the wider business
  • Hold team members accountable for KPI’s relating to their performance, knowledge and account base
  • Ensure team performance is consistently of an excellent standard swifty and decisively addressing any performance issues prior to them having any detrimental effect
  • Review team fit and correct people for correct account(s) within your team on regular basis in order to maximise performance
  • Focus on succession planning to minimise impact to customers when natural progression occurs
  • Ensure that HR policies are followed, clearly communicated and executed to the highest possible standard at all times
  • Improvement focused, able to challenge the norm
  • Demonstrate high level of professionalism representing the adidas group both internally and externally
  • Commercial and financial awareness
  • Team player, able to inspire others
  • Ability to forge and maintain strong relationships
  • Effective manager of people
  • Excellent knowledge and skills in Word, Excel, PowerPoint
  • Strong understanding of all PC based systems e.g. Microsoft Office, SAP
16

Customer Service Team Leader Resume Examples & Samples

  • Overseeing and monitoring daily activity within a unit
  • Conducting training on systems and specialized applications
  • Coordinating workflow activity in a unit and providing guidance, feedback and supervision to less experienced or designated customer service reps
  • Participating and overseeing audits within unit
  • Ensuring that control procedures are followed to mitigate financial or compliance risks
  • Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues
  • Works under minimum direction and assists to plan and organize work within the team. Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues to managers
  • FINRA Series 7 and 63 licenses required; Series 24 preferred
  • Previous successful customer service, or call center experience required, preferably in a Brokerage Customer Service environment
  • Demonstrated exceptional problem solving skills
  • Excellent communication and strong customer service focus
  • Ability to communicate effectively with peers, support services, and other units
  • Strong computer skills - Microsoft Word/Excel
  • Technologically proficient with the ability to coordinate multiple projects
  • Effective written and oral communication with good analytical skills required
  • Bachelor degree or equivalent; demonstrated experience in the related industry
  • Bilingual skills (English/Spanish) preferred
17

Customer Service Team Leader Internal Candidates Resume Examples & Samples

  • Lead, develop, and motivate a team of 15-20 customer service representatives
  • Provide behavioral based coaching and feedback in order to drive performance, as well as to promote continued growth and career development
  • Monitor, analyze, and evaluate individual and team performance in relation to customer service and business goals
  • Conduct disciplinary action as needed, including but not limited to informal and formal write ups and corrective action plans to improve performance
  • Manage daily contacts in a multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
  • Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
  • Support the interviewing, hiring, and training of customer service employees based on business need
  • Assist customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
  • Build and maintain business relationships and open lines of communications with our partners in Workforce Management, Training, QA, and other internal support teams
18

Customer Service Team Leader Resume Examples & Samples

  • People management for the team. Selection of team members, ensure appropriate skills, training, language and personal qualities within the team
  • Ownership of team metrics. Regular review of key performance indicators, identification of required remedial actions. Follow-up on commitments to ensure their completion
  • Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction
  • Supervise operations and ensure flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies
  • Drive continuous improvement activities in all areas of responsibility to increase operating performance in the Customer Care team
  • Coach team members to keep them highly motivated to high performance
  • Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
  • Excellent interpersonal skills when dealing with external and internal customers
  • Experience in challenging customer service environments. Previous leadership track record an advantage
  • Experience as team coordinator or team leader
  • Self-confidence – ability to represent function to customers and peers, upper management
  • Mentor, with ability to develop trust in others
  • Fluent English language knowledge. Strong written and spoken command of at least two European languages
  • Oracle proficient user
  • Call management system: CMS
19

Customer Service Team Leader Resume Examples & Samples

  • Manage and develop customer service staff providing continuous coaching, feedback, and training
  • Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
  • Assists in coordinating day-to-day activities of customer service representatives
  • Serves as a motivator to assist driving the team towards goals
  • Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
  • Recommends, tests, and implements solutions to process and procedural problems
  • Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
  • Manage and review all reports directly related to core functions and life of a sale monthly
  • Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
  • Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
  • Provide feedback to Manager regarding customer service associates day-to-day performance
  • Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors’ products and parts
  • Participate in and act as customer service representative in companywide special projects
  • Proven strength displaying Core Leadership Competencies
  • 5+ years’ experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
  • Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
  • Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
  • High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred
20

Customer Service Team Leader Resume Examples & Samples

  • Organize and manage the daily activities of the CS team ,
  • Review and Improve the CS performance by providing guidance to process customer orders, and schedule agreements to the required Service Level
  • Keeping the CS team and customers fully informed on issues affecting service
  • Ensure that CS team update and maintain all key customer information within SAP and other supporting systems
  • Ensure that all customer queries and complaints have been logged and resolved by CS administrators in compliance with processes and procedures
  • Liaise with Freight Forwarders to ensure prompt delivery of ordered items and to resolve any customer complaints regarding late deliveries and damage to goods
  • Liaise and Support CS Manager in tasks required from time to time, specifically in the drive to have consistency where appropriate in the Customer Service Function
  • Participate in the Continuous Improvement Programme (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements
  • IND-EMEA
21

Ccb-customer Service Team Leader Resume Examples & Samples

  • Minimum of two years of financial call center management experience required
  • Must be willing to work in an environment to positively influence results of a phone-based customer service team
  • Advanced proficiency in relationship based leadership, proven time management skills, with computer functions with MS office suite strongly preferred
22

Customer Service Team Leader Resume Examples & Samples

  • Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels
  • Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental Service Level Agreements (SLA’s)
  • Analyse and interpret information available on systems and reports to effectively manage and/or delegate both individual and team workload
  • Maintain a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience
  • Provide administrative support to consultants and other departments in the completion of departmental processes and procedures
23

Customer Service Team Leader Resume Examples & Samples

  • Excellent ability to solve customer service issues through front line agent management and demonstrate passion for delivering a positive customer experience
  • Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality
  • Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams
  • Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts
  • Previous work experience which emphasizes strong communication and leadership skills
  • Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
  • Must be willing to relocate to Lexington, Kentucky (greater area)
  • Two year degree
  • Absolute passion for ensuring a great customer experience with every contact
  • Experience leading teams, and motivating and driving an engaging environment
  • Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, Amazon.com website, competitor websites, Internet search engines
  • Knowledge of Six Sigma/Lean Processes
  • Demonstrated effective communication, composure, and professional attitude
  • Ability and desire to relocate to take advantage of future growth opportunities
24

Customer Service Team Leader Resume Examples & Samples

  • Must be flexible in shift assignments and work areas, including nights and weekend
  • BA/BS degree or higher or 2+ years Amazon work experience
  • 2 years previous experience supervising a team in a customer service or production environment
  • Ability to function in an ambiguous, fast paced work environment
  • Compose grammatically correct, concise and accurate written communication
  • Demonstration of Amazon Leadership Principles in current role
25

Customer Service Team Leader Resume Examples & Samples

  • Leading by example, continuously and consistently to motivate and lead a customer service team
  • Deliver a ‘high performance’ training program for the Customer Service team
  • Commitment to continuously improve processes and initiatives
  • Ensure order hold accuracy is maintained when various requests are received from Sales, Category Management & Operations to alter orders
  • SAP implementation of transactions and processes; perform testing, collaboration with all key stakeholders to ensure successful implementation. Ensure that all testing is completed against business timelines for SAP
  • Creation of price change forms and pricing submissions to head office groups
  • Management of the team to ensure creation of contracts and pre-orders in line with business pre-order timelines
  • Management of the pre-order process for all accounts to ensure orders are maintained accordingly
  • Drive pro-active management of order books, ensuring integrity of orders and maximizing sales, conversion opportunities and on time deliveries in full
  • Drive against specific KPI’s to improve standards, service and financial results, following through on improvement opportunities wherever possible
  • Challenge working practices and provide creative solutions
  • On- going coaching of team members to further develop and support a high performing team
  • A demonstrated commitment and passion towards your team and the adidas group brands
  • An interest in Golf
  • Experience in some form of golf retail / operations is preferred
26

Customer Service Team Leader Resume Examples & Samples

  • Manage, coordinate and direct the daily operations of a unit of fifteen to twenty non-exempt staff members while maintaining overall team productivity to meet department goals
  • Delegate various tasks and responsibilities and set workflow priorities to staff members
  • Introduce new procedures and coach on existing procedures and track and coach individual team members in their performance
  • Monitor daily productivity, business and quality review of input and coach and develop employees to achieve higher results
  • Process exception items and resolve complex issues while reviewing and recommending system modifications
  • Recommend human resource actions- including hiring, terminations, salary actions and promotions
  • Coordinate with management and other supervisors to resolve complex customer and employee issues
  • Interact with customers, Dealers and company employees outside your immediate work area
  • Selected candidate must be available for the following hours: Monday-Friday 7:30AM to 11PM, Saturday 8AM to 8PM or Sunday 8AM to 8:30PM*
  • Fluent in speaking and reading Spanish preferred
27

Mortgage Banking Customer Service Team Leader Resume Examples & Samples

  • Manage a team of up to 15 non exempt call center specialists
  • Be available to affect the entirety of the team’s operations
  • Motivate and encourage specialists through positive communication and
  • Minimum three years related management experience or specialized education required
  • Minimum one year of Call Center experience preferred
  • Excellent communication and interpersonal skills
  • Advanced proficiency level in a Microsoft Office environment
  • Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
  • Ability to motivate, coach and develop staff for performance improvement
  • Minimum of two years management experience strongly preferred
  • Advanced proficiency with computer functions with MS office suite strongly preferred
  • High School Diploma or equivalent required, Bachelor’s Degree preferred
28

Customer Service Team Leader Resume Examples & Samples

  • Previous experience working within a similar contact centre based Team Leader position
  • Knowledge of TV Licensing policies and procedures would be helpful
  • The ability to lead, motivate and develop team members
  • Excellent coaching skills
  • Strong interpersonal skills, including the ability to persuade and influence
  • Results oriented, with the ability to understand and interpret statistical information
  • Excellent communication and listening skills
  • Ability to solve problems and make effective decisions
29

Customer Service Team Leader Resume Examples & Samples

  • Experience of managing a team of professionals and operating effectively as part of a team
  • The ability to work in a fast paced environment and be self-driven, with a genuine passion to see people grow and achieve
  • The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
  • A proven track record of over-achievement in anything you take on, and you enjoy improving systems and processes and exceeding expectations
30

Customer Service Team Leader Resume Examples & Samples

  • Drive customer loyalty through increased productivity, improved value and through a high performance culture
  • Drive effective control of support costs
  • Develop strong customer relationships, team with Field Sales Management, implement synergy sales initiatives, drive process improvements, utilize web/electronic self-service technology, and create a high performance culture within the support team
  • This assignment provides great visibility and opportunity for future growth opportunities which is a significant consideration in the selection process
31

Customer Service Team Leader Resume Examples & Samples

  • Required Education: HS Degree or GED
  • Preferred Education: Bachelor's Degree Required
  • Experience: 1 Year related experience
  • Preferred Experience: 2+ Years related experience and 1 year experience within the LN Call center
  • Required: Customer Service experience; inbound or outbound call center experience
  • Preferred: Knowledge of call center automation
  • Required Specific Skills: Excellent communication skills, both written and verbal
  • Demonstrated success in customer service
  • PC skills with Windows based programming
  • Working Conditions: The office is open 24x7 and the hours rotate on a semi-annual basis
32

Customer Service Team Leader Resume Examples & Samples

  • To ensure resources and workflow plans are in place
  • To supervise the quality of their teams work and adhere to given standards and contribute to reporting on KPI’s and Service Levels
  • To ensure all members of the team are fully trained in all aspects of their work and to identify training and development needs in discussion with their team leader
  • To be proactive in reviewing working practices and working with the operations manager to plan and implement new processes, for example when legislation or guidelines are updated
  • To uphold organisational policies and principles on the promotion of equality
  • To support the creation of an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality
  • To manage a team, this may include appraisals, initial stages of grievance and involvement in recruitment
  • Participate in the recruitment process of support staff
  • Strong leadership and motivational skills
  • Managing a team in a Contact Centre environment
  • Excellent organisational, prioritisation and communication skills
  • Strong I.T. and written English language skills
  • Ability to multi-task and organise workload efficiently
  • Willingness to assume responsibilities and take ownership of tasks
  • Ability to handle complex queries on own initiative
33

Customer Service Team Leader Resume Examples & Samples

  • Develop and improve relationship with external and internal customers
  • Responsible to poetize the daily tasks and support the team
  • Order receipt, order registration, Credit note registration, backorder recording, time of delivery feedback
  • Service Complaints. report and follow up
  • Regulatory Action, report and follow up
  • Forward relevant information to Sales Force
  • Kit / Loaners: Request, check availability, approved/denied
  • Check that list prices and discounts are within agreed limits, inform Customer Service Manager of irregularities in pricing
  • To participate in special sales activities
  • Close contact to Product Manager, for a product. Inform Customer Service of new product, focus area and product campaign
  • Filing of invoices, consignment agreements, stocktaking reports, etc
  • Receiving and controlling product and pricing information on tenders
  • Contact with finance and customers regarding reminders. Approval of invoices
  • Ordering/registration/filing of custom made products
  • Implement continuous improvement to ensure efficient operation and make sure agreed Service to Customers are kept
  • Take ownership and participate in projects to further improve the European Stryker Customer Logistics function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
  • Together with logistics make sure the most cost efficient transport solutions are used
  • Ensure data accuracy in business system
  • Minimum 5 years within customer service
  • Have good IT experience preferably with change management
  • Preferred practical knowledge of continuous improvement concepts
  • ISO 9001/2000
34

Customer Service Team Leader Resume Examples & Samples

  • To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representatives (CSR) who support inbound and outbound customer contacts. Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes. Managing a team of Customer Service Representatives Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes. Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover. Proactively develop the skills, competencies and knowledge of Customer Service team members Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans. Conduct half yearly and annual appraisals with direct reports. Organise monthly team meetings with direct reports. Provide first level escalation for any issues raised by the team. Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation. Ensure processes are embedded & adhered to consistently throughout the team. Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt Develop a team environment that supports continuous improvements & promotes the Business culture. Develop and maintain sound working relationships with key stakeholders, customers and external service providers Develop and control processes and procedures to the Business standards Ensure that all activities meet with the Business HSSE requirements. Monitor Team SOX compliance. Support transition to the eBSC (system testing, documentation, new recruits training and any transfer related activities as requested by the CSD or eBSC project manager
  • Demonstrated ability to coach colleagues Ability to work independently Develop and command respect for professional excellence Foster Effective Teamwork and Collaboration Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator Personal Effectiveness – effective communicator; time management; listening and facilitation Takes responsibility for quick handling of customer-service-problems in a friendly and non-defensive manner Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources Provides friendly and positive service Good team player Good IT skills
  • Requirement to work some public holidays Availability to work outside of standard business hours during peak periods
35

Customer Service Team Leader Resume Examples & Samples

  • Act as an information source for CSRs questions pertaining to process, policy and work schedules
  • Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
  • Work in queues a minimum of 25%-50% of work day to maintain subject matter expertise and support service level goals
  • Compile/send weekly status and other required reports as directed by manager
  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the team's efficiency
  • Provide feedback to CSRs in 1:1 once per month
  • Coordinate training for new hires and existing staff; participate in the delivery of training
  • Proactively communicate with the CS Manager regarding workflow, staffing issues/performance, and customer experience items
  • Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
  • 2+ Years of customer service experience
  • 1-2 years experience in contact centers preferred
  • Ideal candidates will also have experience in a web-delivered business environment
  • Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
  • Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
  • Working knowledge of photo editing software such as Photoshop or Fireworks a huge plus
  • Bachelor's degree preferred, but will accept equivalent experience in field
  • Good people and interpersonal skills to build effective relationships with all levels of professionals
36

Customer Service Team Leader Resume Examples & Samples

  • Assign team members to tasks according to workload and skills
  • Provide process improvement guidance / changes for review by leadership
  • Work with quality management team to drive continuous improvement in the network billing process
  • Identifying deficiencies (tools, metrics and reports) and recommending solutions
  • Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
  • Special projects as requested by the management team
  • Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
  • Adaptable to learn new processes, concepts, and skills
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus
  • Ability to motivate teams and maintain teams’ business focus
  • Microsoft Office skills
  • Written and spoken ability to communicate in English
37

Customer Service Team Leader VIC Resume Examples & Samples

  • Dealing with escalated customer enquiries and providing effective resolution to ensure customers are receive the highest level of service possible
  • Drive quality and compliance requirements to ensure our standards of service are upheld
  • Lead by example by assisting the team with overflow calls and processing and managing customer orders in SAP
  • Effective management of team performance reports
  • Passion for helping customers and delivering the best service possible
  • Assertive and confident manner in managing challenging stakeholder expectations – internal & external
  • Experience with ERPs and CRMs would be important, preferably SAP and Salesforce
38

Customer Service Team Leader WA Resume Examples & Samples

  • Daily management and development of Customer Service Team through the identification of training and induction needs, resourcing and rostering
  • Providing feedback & guidance for team members on their development
  • Approving credits where possible or ensuring the team have the appropriate approvals received for any exceeding the companies terms and conditions
  • Sophisticated team management skills for a team with various levels of expertise (recruiting, mentoring and developing)
  • Dedication to process improvement and efficiency
  • Experience in leading significant change initiatives and capable of challenging the status quo to do things differently
  • Ability to balance competing priorities and workload effectively
39

Customer Service Team Leader Resume Examples & Samples

  • Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
  • Maintains regular performance reviews with team members based on the predefined objectives and performance agreements
  • Ensures process requirements are compliant with Audit, SOX and other regulations
  • Develop, recommend and manage Order to Cash policies and procedures
  • Monitor the status of quality systems and client satisfaction, providing periodic reports and status updates on the overall performance to senior management
  • Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
  • Bachelor’s or Master’s degree in logistics, business/ economics area or related field. Supply Chain or Logistics experience is a plus. Additional Korean/Japanese language skill is a plus
  • Strong Leadership and change management experience
  • Strong business acumen to effectively manage/reduce costs and drive productivity
  • Strong Customer Focus to meet the expectations and requirements of internal and external customers
  • Strategic thinker, addresses partner and customer needs
  • Excellent written and verbal communication skills to be able to deal with different Management levels
  • Excellent change-management skills
  • Excellent team builder and talent developer
  • Ability to participate in cross-functional, team-oriented environment
  • Ability to interact with multiple levels of leadership internally and externally
  • Ability to present ideas and information in a clear, concise, and organized manner
  • Listens to others to respond effectively to ideas and questions
  • Acquisition and integration experience a plus
  • Familiar with quality systems preferred, including but not limited to management responsibility, resource management, analysis and improvement processes
  • Expert User of Microsoft Office tools
40

Customer Service Team Leader Resume Examples & Samples

  • Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
  • Managing a team of Customer Service Representatives
  • Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
  • Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
  • Deliver Customer Service and Order to Cash processes by managing workflow
  • Proactively develop the skills, competencies and knowledge of Customer Service team members
  • Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
  • Provide first level escalation for any issues raised by the team
  • Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
  • Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Develop a team environment that supports continuous improvements & promotes the Business culture
  • Develop and maintain sound working relationships with key stakeholders, customers and external service providers
  • Develop and control processes and procedures to the Business standards
  • Demonstrated ability to coach colleagues
  • Minimum of 12 months previous experience customer service skills in a customer services environment preferred
  • Must demonstrate a strong understanding of customers’ needs / behaviours
  • Strong relationship management skills
  • Strong time management and organisation skills
  • Excellent written/oral communication skills and ability to build effective working relationships
  • Develop and command respect for professional excellence
  • Foster Effective Teamwork and Collaboration
  • Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
  • Personal Effectiveness – effective communicator; time management; listening and facilitation
  • Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
  • Requirement to work some public holidays
  • Availability to work outside of standard business hours during peak periods
41

Customer Service Team Leader Resume Examples & Samples

  • Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI), etc
  • Provide input and recommendations regarding improvements to processes, procedures, and customer service activities
  • Develop and maintain a selling environment through motivational events in the Sales Team
  • Monitor and reinforce a selling environment, including frequent follow-up, utilizing on-line scorecards, team measurements, and identifying training needs
  • Respond to complex customer inquires as referred by Customer Support Centre Associates
  • Evaluate the performance of Customer Support Associates and provide leadership to associates, including responding to associate related issues, conducting performance assessments, identifying performance improvement activities, and providing training for career development
  • Excellent leadership ability, change management and call centre experience, or equivalent knowledge
  • Strong analytical (e.g., trend analysis) and organizational skills
  • Ability to influence without authority (e.g., ability to motivate others)
  • Proficient in Microsoft Office, web-based applications and tools
  • Working knowledge of call center operations
  • High school diploma or GED required (preferred 3 year community college or higher)
  • Fax: 613-391-3010
42

Customer Service Team Leader Resume Examples & Samples

  • Manage and oversee Contract administration for local customers, GPO, Etc
  • Maintain positive business relations with both internal and external customers
  • Direct Customer Service Team in daily activities including order entry, credits and disputes, purchase order processing
  • Research and Identify product traceability issues with regard to order processing
  • Develop daily, weekly & Monthly reports related to CS operations and sales performance
  • Work closely with sales leadership to promote organizational synergy
  • Create a sustained policies and schedule for PTO requests
  • Adhere to all internal Stryker policies and standards with regard to revenue recognition
  • Observe FDA guidelines with regard to product lifecycle management
  • Promote organizational values by adhering to quality policies and utilizing best business practices
  • Engage customer service team with team building activities and organization events
43

Customer Service Team Leader Resume Examples & Samples

  • Proactively develop the skills, competencies and knowledge of team members
  • Carry out regular one to ones with all direct reports for performance & career management purposes
  • Conduct half yearly and annual appraisals with direct reports
  • Organize monthly team meetings with direct reports
  • Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
  • Be in charge of the order entry process including myeaton.com, EDI etc.; Follow up on customer interactions; manage the back orders requests
  • Ensure timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimize or eliminate by addressing root causes in terms of either processes or behavioral changes
  • Deliver Customer Service processes by managing workflow, ensuring adequate holiday training & sickness cover
  • Ensure processes are embedded & adhered to consistently throughout the team
  • Run and analyze the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
  • Work closely with other team leaders within the organization to ensure that overall operational objectives are met, ideas shared and lessons learnt
  • Develop and control processes and procedures to the Eaton standards
  • Ensure that all activities meet with Eaton’s HSS requirements
44

Customer Service Team Leader Resume Examples & Samples

  • Accurate and timely entry of orders onto the order management system
  • Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress
  • Checking progress, lead-time and quantity for each order
  • Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met
  • Ensuring clear and correct despatch instructions, i.e. terms of delivery, forwarder details, are provided to the despatch team
  • Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan
  • Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers
  • Running and monitoring back order reports for designated customer base (daily or weekly depending on the area)
  • Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions
  • Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales
  • Liaising with Credit Control/Finance to resolve all invoice queries
  • Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries
  • Building close relationships with all internal and external contacts to constantly improve information flow and the order process
  • Maintaining accurate and up to date customer records and price lists in the systems
  • Collating information and producing reports as required
  • Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
  • Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence
  • Managing Customer Service team on day to day issues and leading MDIs
  • Managing team performance, training and workload
  • Follow employment policies, such as Absence Management, Discipline and Grievance
  • Report writing, setting objectives and conducting team’s GPS
  • Leading continuous improvement initiatives and working to improve credits, queries and targets
45

Customer Service Team Leader Resume Examples & Samples

  • Ongoing development of the Team unit
  • Manage the day to day activities of the Team, ensuring all Customer and Company requirements and daily activities are met and fulfilled
  • Ongoing maintenance of Customer records on all applicable systems
  • On-going training and development of Customer Services Executives
  • Ensure a positive working relationship with the Customers, other Teams within Customer Services and other departments within the business including, but not restricted to Sales and Business Development
  • Develop and implement continuous improvement plans
  • Management and daily monitoring of processes to support the Head of Sales in ensuring correct processes are being followed
  • Provide key input with the UK MD as required
  • Plan and manage the activities of the team to meet and achieve the targets set
  • Be responsible for developing regular performance review and appraisal programmes to set KPI’s
  • Telemarketing and telesales responsibility to include qualification of opportunities and appointment making working with the Marketing Manager
  • 1-2
  • 0 = none; 1 = basic; 2= experienced; 3 = advanced; 4 = expert
46

Customer Service Team Leader Resume Examples & Samples

  • Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
  • Act as a point of escalation for difficult customer situations
  • Monitor the performance of team members
  • Establish schedules for team members
  • Conduct weekly one on ones and biweekly staff meeting as well as on the spot coaching / feedback
  • Monitor calls and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
  • Create and maintain an environment with intense focus on customer/client satisfaction and professional customer support balanced with consistent achievement of standard business objectives
  • Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
  • Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
  • Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
  • Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
  • Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
  • Two plus years sales or service experience
  • Strong understanding of customer service experience
  • Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
  • Associates or Bachelor’s degree or equivalent military experience
  • Customer service management experience
47

Customer Service Team Leader Resume Examples & Samples

  • Lead a team of Customer Service
  • Manage the growth of the service and resource
  • Proactively develop the capability of the team
  • Bachelor’s degree from an accredited university or college,
  • Minimum 5 years of experience in Service Management, ERP
  • Sourcing operations experience (supplier record management
  • Leadership skills to facilitate meetings, create executive
48

Customer Service Team Leader Resume Examples & Samples

  • Manage team work flow by distributing duties and updating responsibilities when needed
  • Assist supervisor with coaching, training, account maintenance, and follow ups
  • Conduct call monitors as needed for each customer service representative
  • Answer questions related to processes
  • Initiate ways to improve team moral in a call center environment
  • Assist supervisor in coaching and employee development as it relates to the representatives job duties
  • Answer inbound phone calls from internal and external clients
49

Customer Service Team Leader Resume Examples & Samples

  • Fluent in English to native level, additional language skills is desirable but not essential
  • Excellent written and verbal communication skills are vital
  • Knowledge and a keen interest of both sports and entertainment programing
  • Proven experience as call center supervisor or similar supervisory position
  • Minimum of 2 years proven customer support and computer helpdesk experience is essential
  • Call Center experience is essential with previous experience managing diverse and vibrant teams
  • Outstanding team player with the ability to connect and build a rapport with team members from other departments to drive issue resolution
  • Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
  • Can simplify complex terms or mechanisms in order for customers to understand
  • Problem determination and analytical skills are critical to success
  • Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
  • Willing to work a variety of different shifts across a given week. This may include afternoons, evenings, weekends and holidays
  • Good time management skills
  • Bachelor’s degree preferred but not required
  • Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential
50

Customer Service Team Leader Resume Examples & Samples

  • Analyse and interpret data from ticketing system, CRM, call logging software and customer satisfaction surveys
  • Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
  • Solid organisational skills, sets priorities, establishes objectives/milestones, schedules activities effectively, and attends meetings prepared and ready to discuss open issues
  • A minimum of 2-year administrative and 1-year management experience, preferably within Regus
  • Excellent customer service skills including clear communication, fast responses, quick thinking
  • Highly competent in objection handling
  • Team builder. Recognises the importance of the team
  • Familiarity with basic accounting principles and practices
  • Knowledge of CRM system an advantage
  • Willingness to go beyond the job description to meet business goals
51

Customer Service Team Leader Resume Examples & Samples

  • Delivers budgeted store sales profits (P&L); controls shrink, expenses and labor
  • Analyzes and measures department business trends; develops and implements plans to maximize operations/customer experience while meeting or exceeding goals/objectives. (e.g. cash handling, check-stand utilization, speed standards, opening/closing procedures.)
  • Plans, organizes, directs and controls all front end activities and operations
  • Discusses weekly/period store sales, labor projections, customer satisfaction, cashier speed and safety metrics with department team
  • Proactively plans to ensure customer assistance and other service needs throughout the store are handled in an appropriate manner
  • Understands and oversees compliance with all applicable regulatory requirements, state and federal laws, company policies and procedures
  • Implements company/store initiatives. Creates a Customer-Centric culture by recruiting, selecting and training team members who are passionate about food, serving and connecting with others
  • Role models best practices and performance standards consistently (e.g. works all front-end positions as needed)
  • Engages team members by bringing The Raley’s Way to life through inspiration and communication to include department goals, objectives, policies and procedures
  • Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability. This includes feedback, documentation and performance evaluations
  • Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach; monitors and coaches team’s performance through reporting and customer feedback
  • Identifies and develops department team members to leadership positions
  • Recognizes and seeks opportunities for continuous learning to gain understandings, front end skills and knowledge
  • Maintains knowledge of current company policies and procedures to include front-end best practices and standards
  • 1 year or more of retail experience
  • Exceptional leadership skills; excellent interpersonal and communication skills
  • Ability to successfully delegate and develop store team members
  • Strong merchandising skills; demonstrated ability to merchandise to the demographics of the store
  • Ability to champion new ideas and initiatives
  • Ability to understand and assess the P&L and other store reports
  • Strong financial planning skills with a focus on longterm strategy
  • Ability to operate a basic office equipment and related software including a personal computer, copier, fax, and telephone
  • Demonstrated abilities in problem solving and conflict resolution
52

IT Customer Service Team Leader Resume Examples & Samples

  • Day-to-day leadership of your team, supervising workload and performance, monitoring call traffic and allocating tasks as appropriate
  • Managing the team in relation to KPI’s and SLA’s
  • Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
  • HR related duties to include approving and recording of absence / lateness / sickness / holidays; dealing with new starters; completing probationary and performance reviews
  • Acting as a point of escalation for internal and external customer escalated issues within the team
  • Working closely with the other department and business partners to ensure consistency and process delivery is achieved as effectively as possible
  • Participation in several IT and Business related projects
  • End-to-end process coordination and optimalization
  • Higher education (university or college)
  • 2 - 3 years of relevant experience (Team Leader, Team Manager, Team Coordinator)
  • General hardware and software knowledge, IT system, tool and application knowledge
  • The ability to multi-task, organise and prioritise workload effectively to meet the demands of the business and delight the customers
  • Ability to demonstrate excellent interpersonal skills, to inspire, motivate and lead a team
  • Customer oriented approach is a must
  • Understanding of continuous improvement methods, ITIL v3 Foundation certificate or knowledge
  • Advanced English knowledge (at least upper-intermediate)
  • Good problem identification and problem solving skills
  • The ability to deal effectively with customer complaints, acting as an escalation point
  • Good team member
53

Customer Service Team Leader, NZ & Specialist Resume Examples & Samples

  • To lead the team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures whilst adhering to policy and procedures
  • Build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
  • Identify issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions
  • Direct leadership accountabilities: Ensure staff have up to date My Plans, & performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile
  • Regular 1:1; Team meetings/communications; management of performance, aligned to the delivery of key performance indicators, and quality customer service
  • Ensure there is compliance and adherence to GBS/BP HSSE policies
  • Define & implement continuous improvement for team core activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
  • Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learning's to challenge and enhance existing standards
  • Monitor key performance metrics and indicators to ensure delivery of customer service excellence
  • EDI & e Nabler order management through cost effective transactions
  • Including queries and system outages
  • At least 3 - 5 years experience in a leadership role
  • Business awareness and commercial judgement including strong relationship management & communications skills
  • Self motivated ,excellent organisational/time management skills
  • Understanding of continuous improvement methodologies and strong problem solving skills
  • Demonstrated focus on HSSE requirements
  • Experience in stakeholder management & influencing outcomes
  • Experience in coaching and leading a team
  • Advanced IT skills, MS office, Databases, JDE & Siebel knowledge desirable
54

Customer Service Team Leader Resume Examples & Samples

  • Supervision of the order fulfillment management process including order entry, customer attention and order tracking
  • Manage performance of the CS team members, including coordinating hiring processes and executing effective performance reviews
  • Promote the profitable anticipation and satisfaction of customer needs working close to the CS team members and commercial team
  • Coach CS team members to advance our Company Culture as well as to be connected to the CS team Mission of continuous improvement of service level to customers and to advance in productivity gain and talent management
  • Responsible to measure KPIs and to apply gained knowledge to lead profitable actions to improve service and order fulfillment process efficiency
  • Monitor the system to identify Delivery creation failures. Determine root cause and correct or refer to user who can troubleshoot/resolve issue
  • Manage the resolution of product availability issues including: execution of product allocation including set-up and maintenance of allocation in the system, frame the alternatives and ensure timely decisions at the required DOA to resolve availability issues, communicate decisions and ensure execution across the supply chain (Supply Chain, Customer Service and Logistics)
  • Manage a portfolio of key customer accounts and be responsible for order fulfilment from receipt of purchase orders to billing processing on an excellent manner such that sales orders are entered in CRM, shipments processed and proper paperwork is released in a timely and accurate manner so that customer needs are met
  • Manage customer accounts within CRM; requesting new accounts to be established through INVISTA Credit and review/update existing accounts with new ship to locations, new contact person, extensions to other INVISTA entities, address changes upon commercial and/or customer requests and manage customer returns, debits, credits, etc
  • Resolve customer issues as lead investigator for assigned order fulfillment complaints which could include initial review of documentation discrepancies or shipping issues and engage additional resources as needed to resolve
  • Interface with supply chain planners and logistic team to help minimize costs associations with product transitions and/or movement through key issues
  • Develop assigned customer accounts by working closely with the commercial team to ensure frequent, accurate and effective communication
  • Understand and maintain customer interactions and inquiries in CRM keeping all the customer knowledge within the system
  • Support and partner with field sales and technical service personnel in their efforts to sell strategic offerings and maximize account penetration by identifying sales
  • Bachelor's Degree in Business, Supply Chain, or a closely related discipline from an accredited college / university
  • Minimum of 5 years of customer service or business experience
  • Minimum of 1 year of supervisory experience
  • Minimum of 1 year of experience using pivot tables in Excel
  • Experience with SAP SD module and / or SAP CRM or similar ERP
  • Bachelor's Degree in Business or Supply Chain
  • Customer service or business
55

Customer Service Team Leader Resume Examples & Samples

  • Manage reporting of weekly Tracking Reports including: X-Date, Cross sell and Account Renewal Review activity of service staff reporting to the regional VP. Also monitor activities in AMS360 for quality control utilizing Calabrio. Monitoring and gauge utilization of ProTrac
  • Analyzing data from Allegiance software after PL Retail surveys are concluded. Responsible for outbound contact of detractors for Allegiance/NPS Surveys and follow through update in AMS
  • Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning
  • Provide Flood coverage sales and customer service support through agency Flood Unit. Handle all walk in clients for policy sales and service requests when ISS or R & R team member are unavailable
  • Performs Upsell and Cross Sell tasks. Conducts Renewal reviews as directed by management to speak with a targeted customer base determined by a set number or risk level
  • First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests. Non-Renewal Remarket and rewrite requests
  • Manage attendance of service staff reporting to Regional Assistant VP. Float to offices within region as requested by VP to ensure staffing levels
  • High School diploma required
  • 10+ years insurance agency experience is required / 7+ years’ experience at EIG
  • MA Property and Casualty Brokers License is required
  • Knowledge of AMS360 or other agency systems required
  • Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies
  • Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required
56

Home Energy Customer Service Team Leader Resume Examples & Samples

  • Provide excellent customer service through the delivery of easy to use accessible services and ensure quality outcomes for customers
  • Support the delivery of an effective and efficient operational service
  • Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs
  • To implement an effective and robust performance management framework to improve quality and productivity; driving performance through achieving targets and personal achievements
  • Act as a point of escalation for Advisors to manage more complex enquiries
  • Provide clear effective leadership to inspire, motivate and empower team members to deliver excellent customer service
  • Assist in the recruitment, training and ongoing development of team members
  • Identify skill requirements to fulfil key tasks and ensure team members are able to manage enquiries across all customer contact channels to maximise productivity
  • Facilitate regular communications and embed team working through team meetings and engagement activities
  • Measure and manage adherence against key metrics, KPIs and associated outcomes at an individual and team level
  • Ensure effective performance management and development of team, undertaking formal meetings via the ENGIE performance management and disciplinary process where required
  • Understand and utilise statistical information to: identify trends, manage individual performance, ensure productivity, identify cost reductions and prevent failure demand
  • Manage escalated enquiries, complaints and feedbacks ensuring these are resolved at first point of contact, where possible, or escalates through agreed processes
  • Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant manager
  • Support and deputise for the Operations Manager when required
  • Act in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies and procedures
  • Working closely with the operations manager contributes to budgetary management of the service and ensure administrative processes are undertaken
  • Able to develop positive relationships with a range of people including key stakeholders, customers and clients
  • Liaise with internal and external customers to maintain positive relationships, identify areas for improvement and share feedback
  • Contributes to the delivery of excellent customer experience
  • Contributes to the efficient delivery of services
  • Contributes to growth opportunities and acts as an ambassador for Customer Service across the business
  • Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience
  • Evidence of continual professional development
  • Good literacy, numeracy and ICT skills
  • Possesses a recognised Customer Service qualification e.g. NVQ or ICS
  • Possesses a Coaching or Management qualification
57

Customer Service Team Leader Resume Examples & Samples

  • Leading a team of Customer Service Representatives, working in a fast paced, target driven environment; developing and motivating the team to deliver excellent customer service whilst achieving the departmental targets and KPI's
  • Manage the team’s workflow to include incoming and outgoing calls, emails and social media responses
  • Create an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards
  • Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
  • To evaluate and highlight any potential areas of improvement and apply preventative planning to resolve
  • Motivate and energise the team
  • Provide feedback to the team following call observations to ensure developmental plans for representatives are implemented
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Comply with all company policies and procedures
  • Carry out any other duties as reasonably required by the management
58

Customer Service Team Leader Resume Examples & Samples

  • Education – A minimum of an Associates (AA/AS) degree in a technical or related field or equivalent work experience
  • Experience – A minimum of 4 years in Branch or Operations Management, inside/outside sales, plus a thorough knowledge of the distribution industry and KIT products
  • A minimum of 2 years of demonstrated leadership abilities, training and supervisory experience required
59

Ccb-customer Service Team Leader Resume Examples & Samples

  • Prior Collections experience preferred
  • Knowledge of legal processes related to litigation
  • Prior experience managing teams is preferred
  • Ability to coach and provide meaningful feedback to employees
  • Understanding of regulatory/legal landscape related to collections litigation
  • Ability to work with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws
60

Customer Service Team Leader Resume Examples & Samples

  • High School diploma and a minimum of one year customer service at Pactiv
  • BA/BS degree preferred
  • SAP experience required
  • Demonstrated ability to train and manage a team
  • Experience with managing customer service projects
  • Exhibits leadership qualities, including the ability to lead, motivate, and mentor others
61

Customer Service Team Leader Resume Examples & Samples

  • To lead the Customer Service team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures and adherence to policy and procedures
  • Proactively build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
  • Lead and live our values and behaviours ,ensuring identification of issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions to minimise customer impact
  • Direct leadership accountabilities; Ensure staff have up to date My Plans, conduct performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile or role requirements
  • Regular 1:1 discussions & Team meetings which include communication & management of performance , values and behaviour aligned to the delivery of key performance indicators and quality customer service
  • Define & implement continuous improvement for team activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
  • Ensure timely and effective business & customer communications
  • Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learnings to challenge and enhance existing standards
  • Ensure the Team Coach regularly reviews training requirements across the O2F Lubes team and provides quality assurance feedback for inbound customer service calls
  • Foster positive working relationships with teams across GBS ANZ/Asia and Lubes Sales Managers
  • Ensure utilisation of Siebel and adherence to Issue Resolution procedure
  • Provide support to the team during peak periods or absenteeism actioning inbound orders & calls
  • Demonstrated experience in a customer service environment
  • Self motivated,excellent organisational & time management skills
  • Demonstrated capability in problem solving techniques
  • Understanding of continuous improvement methodologies
  • Experience in motivating others
  • JDE & Siebel system experience preferred
62

Customer Service Team Leader Resume Examples & Samples

  • Support the After Sales Manager & Customer Relations Manager in meeting or exceeding profit and loss objectives through effective and efficient staff scheduling to manage our resources and provide excellent service to our customers
  • Support IKEA’s Customer Promise to make it a living reality throughout the whole store
  • Enhance our employee engagement by supporting the development and coaching of Customer Relations co-workers to ensure they meet the expectations outlined in their Key Tasks
  • Maintain service areas in "shape as new", consistently clean, organized and ensure shopping tools are always available throughout the store to meet IKEA Commercial Review standards
  • Partner with Safety & Loss Prevention to ensure policies, proper procedures, and audits are adhered to as well as inventory control procedures
  • Support the After Sales Manager & Customer Relations Manager to develop cross-trained, empowered co-workers who make decisions to benefit both the customer and store
  • Execute annual action plan for Customer Relations to maintain key figure goals and hourly budgets
  • Contribute as a member of the Services leadership team and lead the Co-workers
  • Assume responsibility for other tasks and projects as they occur
  • You’re an experienced leader and confident decision-maker with a commitment to delivering consistently outstanding customer service for both IKEA’s customers and your fellow co-workers
  • Demonstrate exceptional communication and relationship-building skills
  • Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available, including planning of staffing needs
  • Attention-to-detail with good analytical and problem-solving skills
  • A passion for sharing your knowledge
  • Retail supervisory experience a must (experience inside IKEA and completion of our internal training programs will be highly regarded)
  • Proficiency with MS Office and using software relating to cash handling and scheduling will also be highly regarded
63

Customer Service Team Leader Resume Examples & Samples

  • Team Leadership
  • Order to Cash process flow
  • Master Data Administration – item, price, customer, supplier
  • Customer satisfaction
  • Cross functional team relationship management
  • Standard Operational Process compliance
  • Promotion and follow up on CS strategy
  • Participation on improvement initiatives
64

Customer Service Team Leader Resume Examples & Samples

  • Provides functional customer service, order management and leadership supporting our Commercial channel
  • Supervises a select group of customer service representatives
  • Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
  • Coaches team on continuous improvement; hosts RIEs [rapid improvement events] where appropriate. Able to develop counter-measures when metrics do not meet intended service levels and use 9 step problem solving experience
  • Interacts with key stakeholders directly; able to facilitate communications and build rapport and trust
  • Review reports from OBI and take appropriate action with the team or on your own
  • Responsible for ensuring all team members are appropriately trained to provide superior service and support
65

Customer Service Team Leader Resume Examples & Samples

  • Supports GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals
  • Provide daily direction to the associates within the department
  • Prepare to-do / Task lists
66

HP CS Tl-customer Service Team Leader Resume Examples & Samples

  • Maximise collections efficiency and minimise bad debt exposure, managing the process and controls in relation to reducing overdue debt and manage risk
  • Assisting with the delivery of the Credit Management strategy to improve collections performance, reduce operating costs and deliver an improved service for customers
  • Analyse ledger data and activity and take the necessary action to maximise settlement
  • Manage individual performance against key metrics
  • Ensure compliance with company credit policies, procedures and relevant regulations
  • Support, guide and proactively manage the operational team in driving Haven Power forward as a leading customer service provider within the SME electricity industry
  • Drive and Motivate team members to deliver against core objectives through the consistent application of 121 reviews and personal development coaching
  • Manage attendance with particular attention to monitoring sickness and addressing potential work related issues contributing to lack of attendance/team performance
  • Produce timely, accurate management information on all aspects of team performance
  • Keep staff fully informed of major business issues and establish an effective two-way communication channel
  • Co-ordinate team workflow reprioritising workloads as necessary to ensure all critical activity is completed on a consistent basis
  • Regularly evaluate the consistency of application of current operating procedures within the team implementing corrective action where applicable to ensure compliance with procedures in place
  • Periodically assess the skill set of team members and highlight areas of development with Learning and Development with clear action to address gaps identified and support career progression
  • Key influencer with highly effective negotiation and communication skills
  • Financially astute with commercial acumen and attention to detail
  • Good understanding of best practise debt recovery and cash collection techniques to maximise the early collection of cash from our customers and minimise bad debt
  • Ability to identify and develop opportunities to maximise cash flow and improve financial performance
  • An aptitude for people management with the ability to motivate and drive performance on a consistent basis
  • Ability to address areas of underperformance demonstrating a capability of handling difficult conversations
  • A basic understanding of the Electricity industry
  • An understanding of the regulatory environment that governs the Electricity Industry
  • A proven ability to deliver through others through the application of influencing and negotiation technique
  • Strong team player, able to work effectively as a member of the management team sharing working methods to enhance overall performance of the operational floor
  • Driven and enthusiastic individual, persistent in their approach to delivering against agreed business objectives
  • Proven ability to effectively plan and organise in the short, medium and long term
  • Extensive knowledge of Microsoft Word, Excel and PowerPoint
67

Customer Service Team Leader Resume Examples & Samples

  • Associate's degree (A. A.) or equivalent from two-year college or technical school
  • Or Six months to one year related experience and/or training
  • Or equivalent combination of education and experience
  • Speaking in front of groups of employees and customers
  • Resolving customer and employee concerns efficiently and accurately
  • Proficient with Microsoft® Word, Excel, Outlook and PowerPoint software applications
  • Ability to navigate on web based applications and Pella software
68

Customer Service Team Leader Resume Examples & Samples

  • Lead a team of Customer Service Representatives responsible for resolving incomplete test requisition forms
  • Proactively adjust workflow to insure inbound, outbound and VIP needs are met
  • Address escalated client and patient concerns
  • Act as the liaison between laboratory accessioning and customer service
  • Provide weekly KPI reports to the Customer Service Manager and Sales Operations team
  • Deliver both onboarding and ongoing training as needed
  • Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
  • Speak with customers in a courteous, friendly, and professional manner using protocol procedures
  • Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
  • Support field operations in maintaining support services for improved patient access to the Sequenom Laboratories' portfolio of tests
  • Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance
69

Customer Service Team Leader Resume Examples & Samples

  • Ensuring full service carryout for all customers as policy dictates
  • Maintaining a friendly selling approach to customers that is in line with commitment to the Meijer Friendly program
  • Overseeing and ensuring prompt, efficient and accurate check out of customers
  • Developing and implementing solutions for problems and issues that will arise on the front-end
  • Maintaining productive, clean, organized, well-stocked front-end operation within stated guidelines
  • Exhibiting, training, ensuring and enforcing proper scanning and bagging procedures
  • Controlling and minimizing inventory shrinkage ensuring proper register procedures, properly recording sales and following (checkpoint) electronic article surveillance procedures
  • Managing the cashier performance reporting process and coach/discipline team members
  • Communicating all price discrepancies to the Freshness and Pricing Manager
  • Ensuring the execution of proper training to all team members regarding company policies/procedures
  • Ensuring compliance with all federal and state regulations regarding governmental programs
  • Maintaining company standards regarding the parking lot and exterior of the location, including trash receptacles, sidewalk area and entryway areas
  • Proper training of all new front-end team members regarding all company policies, procedures and programs regarding front-end operations
  • Enforcing dress code and grooming standards to Meijer policy
  • Writing and managing the front-end schedules in order to achieve first class service levels while achieving expense control objectives
  • Oral and written communication/language and mathematical skills
  • Speak clearly and persuasively in positive or negative situations
  • Listen and gets clarification; Responds well to questions
  • Write clearly and informatively
  • Present numerical data effectively
  • Carry out supervisory responsibilities in accordance with Meijer polices and applicable laws
  • Must have the ability to lift up to 50 lbs
  • Must have the ability to read and interpret documents such as department manual
  • Must have the ability to write routine reports and correspondence
  • Must have the ability to calculate figures and amounts as discounts, interest, commissions, proportion, and percentages
  • Make self-available to staff; assist with developing subordinates' skills and encouraging growth
  • Continually works to improve supervisory skills
  • Ability to prioritize work tasks, multi-task, and maintain focus
  • Contribute to building a positive team spirit
  • Show respect and sensitivity for cultural differences
  • Promote a harassment-free environment
  • Accept responsibility for own actions
  • Align work with strategic goals
  • Ability to communicate effectively with customers
  • Work within approved budget
  • Contribute to profits and revenue
70

Commercial Customer Service Team Leader Resume Examples & Samples

  • Three to five years of operations experience in the financial services industry
  • Two or more years of supervisory/management experience
  • Thorough knowledge of operation functions, systems, policies and procedures for the assigned area
  • Strong organizational, managerial and project management skills
  • Thorough knowledge of banking operations and human resources
71

Customer Service Team Leader Resume Examples & Samples

  • Manage the team to deliver a first class customer service
  • Control the recruitment, development and coaching of individuals
  • Monitor individual and team performance against agreed KPIs and implement appropriate action through support, training and coaching
  • To be positive and professional and create a ‘can do’ team spirit which delivers a friendly and helpful service to all customers
  • Manage escalated in-depth and difficult issues to achieve an agreed outcome
  • Suggest and implement continuous improvements to remove the root cause for customers to contact CHEP and to reduce process lead time
  • Build meaningful and supportive relationships with people across all levels both internally and externally through effective communication
  • Drive commitment for the vision of customer services across the department and the business
  • At least 18 months experience in your current role
  • At least 4 years experience in a customer service environment
  • Supervisory experience
  • Ability to make decisions under pressure
  • Ability to initiate & accept change
  • Excellent interpersonal and relationship building skills with the ability to influence all levels
  • Structured and disciplined individual who is comfortable with detail
  • Excellent time and task management skills
  • Knowledge of CHEP systems (Siebel, SAP, BW, Filenet, Portfolio)
72

Customer Service Team Leader Resume Examples & Samples

  • Customer service experience (5+ years)
  • Proven experience in coaching and leading a team (3-5 years)
  • Educated to A Level standard or equivalent
  • High Level of IT proficiency in Microsoft packages
  • Strong English and Italian language knowledge