Team Lead-customer Service Resume Samples

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M Walter

Margarita

Walter

56060 Heaney Drive

Chicago

+1 (555) 115 4027

56060 Heaney Drive

Chicago

Phone

p +1 (555) 115 4027

Experience Experience

Dallas, TX

Team Lead-customer Service

Dallas, TX

Daniel LLC

Dallas, TX

Team Lead-customer Service

Remains Product “expert” through ongoing product knowledge training; conducts product demos to entire staff
Assists CSRs with problem solving and decision making
Assist and coach direct reports in resolving complex or high priority service issues, or respond to and resolve such issues directly, as necessary
Execute all merchandising directives….i.e. “Top 25 list”, “Extreme Savings” items, etc. & maintain all plan-o-grams as set by the Corporate Office
Assists in training (new hire and refresher) related to order management and product knowledge
Assists customers, sales reps, and management with inquires or issues concerning orders
Attend weekly team meetings and provide feedback & reports of staff’s weekly performances including QA

Phoenix, AZ

Team Lead Customer Service

Phoenix, AZ

Tromp-Beahan

Phoenix, AZ

Team Lead Customer Service

Assist in and conduct, mid- and end-of- year performance reviews
Create documentation used by Field Service Technicians and customers
Coordinate with Workforce for unscheduled pull outsbut are necessary to happen e.g customer complaint,
Provides orientation, coaching and mentoring of team members
Continuous learning - provide training to the team
Provide daily direction to the associates within the department
Knowledge of computer hardware and network configurations

present

Chicago, IL

Team Lead, Customer Service

Chicago, IL

Larson Inc

present

Chicago, IL

Team Lead, Customer Service

present

Ensures that all team members are complying with Company Policy & Procedures and escalates violations to Manager or Assistant Manager
Directs and supervises the daily activities of the sales team in the absence of or delegated by the Manager or Assistant Manager
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Escalation resolution in absence of or delegated by Manager or Assistant Manager
Works as a member/leader of special or on-going projects that are important to area/process improvement
Develop good and respected relationships with internal and external customers by providing accurate, courteous and efficient service & support
Provides in the moment recognition to members of sales team for exceptional performance in order to motivate sales staff to meet expectation

Education Education

Bachelor’s Degree in Business Administration Preferred

Liberty University

Bachelor’s Degree in Business Administration Preferred

Skills Skills

Ability to work efficiently in a fast-paced environment, handle stressful situations, and quickly resolve urgent conflicts
Ability to lead, coach and develop staff
Analyze each situation to determine the issue, research potential solutions, and offer the appropriate action
Advanced computer skills and experience working with database and report gathering software; high level Excel skills
Provide world class customer service involving highly complex, supply chain problem solving to distributors, retailers, consumers, and specifiers of KOHLER/Sterling/Robern products by taking ownership of customer issues, agent questions, and opportunities for operational improvement
Problem solving and analytical abilities
Coach and monitor Customer Service Agents (CSA) or Customer Care Representatives CCR) to attain team and department goals and objectives
Protect the integrity of the Kohler Co. brands by applying a well-crafted balance of exceeding the customers’ expectations while making fiscally responsible decisions for the company
Provide gracious customer service in an accurate and timely manner in accordance with KOHLER/ Sterling/ Robern protocols while maintaining a positive, problem-solving approach
Liaison with other functional areas including Sales, Marketing, Quality, S&OP, Logistics, Traffic, and Supply Chain Services to provide comprehensive solutions for end consumers and or business channel customers

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Team Lead-customer Service Resume Examples & Samples

Product-specific/financial services industry experience required
Strong working knowledge of customer service processes, policies and applicable regulations required
Proven ability to research and resolve complex, high-priority issues in a timely manner
NASD Series 6 and 63 is required within 3-6 months of start date
Prior experience with service recovery techniques and processes strongly preferred
Proficient Computer Skills, previous leadership experience

Team Lead, Customer Service, Back Office Resume Examples & Samples

Understand the principal drivers behind our daily workload, identifying root cause for fluctuation, and investigating areas of opportunity for workload optimization
Partner with IT, project management, WFM and/or other teams to proactively eliminate/resolve issues that prevent completion of workload
Help manage Back Office processes, designing work streams to accommodate for new work and maintaining existing portfolio in the midst of changes in the system/process ecosystem Constantly question the status-quo to ensure processes are still valid in our fast paced environment
Coach, develop and motivate Back Office representatives to meet and exceed customer and business expectations
Analyze employee performance and administrative reports, assess performance goals, and identify gaps; coaching to performance
University degree in Engineering, Mathematics, or Business administration, or comparable experience
Proven analytical skills - able to identify and understand trends; able to synthesize and translate results into actionable items
Strong problem solving skills – ability to reason logically, looking at issues from multiple perspectives at a micro and macro level
Ability to manage competing priorities and deliver results intraday
Ability to motivate employees and help to create an environment that fosters positive relationships, builds trust through mutual respect, and encourages employees to excel
Demonstrated performance management success with medium to large sized teams
Superior written and verbal communication skills. Comfortable working with all levels of management
In depth knowledge of Bell’s BRS products and services, familiarity with IT systems , technology, and processes
Experience in Microsoft Office applications, mainly in Excel and PowerPoint

Team Lead Customer Service Unlicensed Resume Examples & Samples

Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success
3-5 years of relevant experience required
Strong organizational and communication skills, including the ability to explain complex issues in a clear, understandable manner

Team Lead Customer Service Licensed Resume Examples & Samples

Lead and coach direct reports, by providing work direction and support to team on process or procedures related to transaction processing or customer service standards and techniques
Ability to manage multiple projects and initiatives
3-5 years of relevant experience
Series 7 and 66

Team Lead-customer Service Resume Examples & Samples

Previous experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations
Experience with Ameriprise customer policies and procedures
Operations experience a plus
Project management or related experience
Ability to work in a fast paced environment and prioritize work
Knowledge of Alternative Investment and Brokered Products a plus
Series 7

Team Lead-customer Service Resume Examples & Samples

FINRA Series 99 and or FINRA Series 7 or ability to obtain within 90 days
Understanding and experience with transaction processing of mutual brokerage accounts, preferably with the Managed Accounts products at Amerirprise
Direct or indirect people leadership experience
Back office operations experience

Team Lead-customer Service Resume Examples & Samples

2+ years direct or indirect leadership experience (i.e such as coaching)
Strong working knowledge of Client Service processes and policies
Direct Leadership Experience
Hours: Monday through Thursday 1:30pm – midnight and with an occasional Saturday

Team Lead-customer Service Resume Examples & Samples

2-4 years of previous experience in customer service experience or operations
Degree in Business Administration preferred
Advanced computer skills and experience working with database and report gathering software; high level Excel skills
Problem solving and analytical abilities
Knowledge of Outdoor Distribution Channels preferred and knowledge/experience of Outdoor Industry
Ability to lead, coach and develop staff
Ability to work flexible schedule, including evening and weekend hours is required

Team Lead Customer Service France Resume Examples & Samples

Results oriented team captain: leads and drives a team, held responsible for wins and losses
Analytical: able to identify opportunities, separates issues, examines and draws conclusions
Curious and a keen problem solver: able to identify opportunities or issues and act/react quickly
Service driven: readiness to service the customer
Self-starter: doesn’t quit until the job is done, done, done
Straight shooter: clear, concise and timely communication skills, verbal and written
Collaborative: builds trusting relationships across management, peers, business units and countries
Flexible: able to change and be changed according to circumstances
Demonstrates leadership and the ability to set an example to the rest of the team
Strong, confident communication skills and can build effective cross functional relationships
Derive satisfaction from making a difference
A disciplined, organized, thorough individual who demonstrates proactivity and responsibility
Solid IT skills, including Excel, Word and ideally SAP

Team Lead-customer Service Resume Examples & Samples

3 to 5 year of previous experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations
Series 7 and 63 (MN only) as the role will include handling of 403B written transactions
Experience leading (informal or formal) newly created/combined teams with multiple, different functional processes
Thorough understanding of all brokerage systems
Prior leadership -- formal or informal -- of financial services based back office processing

Team Lead Customer Service Resume Examples & Samples

Plans, organizes and directs the customer service activities related to current, delinquent and recently approved customer loans
Manages the administrative processing for the department according to procedures and practices
Ensures records are maintained and monitored to identify and take action on unusual or irregular activity in accordance with standard practices and established procedures or policy
Supports the business objectives of the department ensuring operational effectiveness
Provides orientation, coaching and mentoring of team members
Significant previous experience in a customer service capacity utilizing the telephone as the primary means of communication
Experience with Microsoft operating systems including Word, Excel, Outlook and the Internet

Team Lead Customer Service Submed Resume Examples & Samples

Previous experience in supervising a team effectively and demonstrated skills in developing people and processes
Excellent communication skills and experience building cross functional relationships
Passion for sports
A proven track record of excellent customer service
Degree educated preferred
Self starter
Previous supervisory experience in customer facing environment
Native / fluent in French and English essential. Spanish is critical
GET IT DONE, DONE, DONE – ACCOUNTABILITY Holds others accountable for getting things done, lending support when needed. Generates motivation and drive to hit departmental goals by emphasizing responsibility and communicating expectations. Takes ownership of departmental results by tracking team contributions
FIND A BETTER WAY – CREATIVITY & INNOVATION Examines potential ideas and evaluates them against UA goals. Realizes and accepts that failure is a necessary part of innovation. Talks with others to gain new insight and see opportunities from a different perspective. Advocates for and pursues new ideas
WIN TOGETHER – COLLABORATION Builds consensus with Teammates across the business unit and gives clear direction during cross-functional collaboration. Motivates Teammates to build trusting, cross-functional relationships
THINK GLOBALLY – GLOBAL PERSPECTIVE Seeks and applies understanding of cultural differences and demonstrates comprehensive knowledge of global trends (social, political, and economic), adapting products and services to impact the business unit’s goals globally
MAP THE FUTURE – STRATEGIC VISIONING Translates business unit vision and goals into clear, specific and achievable objectives, making the vision tangible for individual teams. Considers future scenarios, opportunities and risks to create action plans that align with business unit goals and UA’s overall strategic vision
BUILD A GREAT TEAM – BUILDING TALENT Pro-actively develops self and others by setting stretch goals and providing challenging assignments. Serves as a trusted coach or mentor that guides Teammates through development opportunities, and gives feedback to ensure they are equipped to do the work independently. Creates a team identity and shared purpose to drive toward team goals. Develops and supports talent planning strategies to align with cross-functional needs
MAKE THE RIGHT CALL – INTEGRITY & ETHICS Acts in alignment with UA values and principles, encouraging other Teammates to do the same

Team Lead, Customer Service Resume Examples & Samples

Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
Work and resolve Customer Service related queries through phone, chat and web tickets in accordance with Fortinet policies
Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
Works as a member/leader of special or on-going projects that are important to area/process improvement
Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level
Work with other staff in the department to meet the performance targets for efficiency, cost-effectiveness, productivity and quality that are above the average in the industry
Ensures team members have appropriate training and other resources to perform their jobs
Provide assistance to team members whom are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
Step in to attend to customers that are proving difficult to team members and resolve their complaints
Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives
Assist the manager with daily operation of the call centre and be flexible to work with the CS Supervisor/Manager on higher priority task and weekly duty rosters
Ability to lead and manage a team
To be able to supervise, train, coach and motivate the team
Excellent customer service and support skills
People-oriented with the ability to interactive effectively with both internal and external customers
Showcase good leadership skills to carry team members along
Good planning and problem-solving skills
Good interpersonal skills and strong communication skills in English skills, both written and verbal

Team Lead Customer Service Resume Examples & Samples

Min. 2 years people management experience in an international environment, preferably in an inbound customer contact center
Experience of working in a Contact Centre environment, good understanding of contact centre’s KPI’s and SLA’s
Passionate about people development and coaching, proven experience in performance management and call monitoring
Ability to work well under pressure especially in a changing environment
Pro-active, enthusiastic and motivating Leader
Advanced English writing and speaking skills, any additional language is a strong plus
Flexible and able to work either late (14.30-23.00) or weekend (every weekend + 3 days during the week) shift
Experience in hotel/travel industry is a plus

Team Lead Customer Service Resume Examples & Samples

Assure strong quality as well as productivity standards within your team
Maintain performance, productivity and attendance information
Drive the team in order to achieve requested departmental targets
In collaboration with other Customer Service Team Leads monitor Customer Service activities and performance on a daily basis
Conduct monthly 1-2-1 meetings with CSE’s of your team (ca. 15 CSE’s) to maintain focus and motivation on Customer Service standards and targets
Schedule and distribute tasks and projects within the team
Coach and develop the team to be commercially aware when handling customer calls
Be an effective Change Manager, who knows how to handle periods of change and lead a team through such periods, displaying motivating and encouraging behaviors
Collaborating with HR in the recruitment process of new CSEs and ASEs
Building strong relationships with other departments within the company
Administrative tasks

Team Lead-customer Service Resume Examples & Samples

Bachelor’s degree required. (Consideration may be given to those in process of earning a Bachelor’s degree.)
Minimum of three years of customer service and/or supply chain experience required
Previous supervisory experience in a customer service and or supply chain environment is strongly preferred
Must exhibit strong leadership competencies and model strong team building, conflict management, and negotiation skills in complex situations

Team Lead-customer Service Resume Examples & Samples

Assists CSRs with problem solving and decision making
Leads customer service team to ensure efficient order processing, problem resolution, and inventory control
Analyzes, reviews, and processes customer's request for return authorization and credits
Maintains effective communication with customers to provide on-going information flow as it relates to sales, promotions, and problems to ensure accurate billing and shipments
Takes overflow calls
Assists in training (new hire and refresher) related to order management and product knowledge
Assists in assessing customer service skills through call monitoring
Assists management in supervisory duties as needed
Ability to work flexible schedule including evening and weekend hours is required

Team Lead Customer Service Resume Examples & Samples

Hotel/Hospitality/Internet/Travel Agency experience a plus
Strong change management and leadership skills preferred
Experience in a high-growth organization strongly preferred
Must be available to work late 2nd shift and must work one weekend shift per month

Team Lead Customer Service Resume Examples & Samples

Bachelors level
Minimum 2 year’s people management experience in an international environment
Experience within a customer support services
Advanced English and preferably another language
Able to work various shifts if required (day shift, late shift or weekend shift)

Team Lead Customer Service Resume Examples & Samples

A minimum of one year of customer service experience required
Inbound call center experience preferred
Bilingual skills in Spanish/English strongly preferred

Senior Team Lead, Customer Service Resume Examples & Samples

Minimum of 5-7 years leadership and performance management experience
Occasional travel may be required
Ability and desire to identify, implement, and track effectiveness of process or productivity improvements
Strong business writing and communication skills
Service orientation
Broad and deep knowledge of systems and business functions
Knowledge of process and productivity measurements; ability to create and monitor Key Performance Metrics
Superior critical thinking, problem solving and decision-making skills
Ability to be influential at all levels of the organization, leading stakeholders from various business units to agreement
Ability to leverage analytical abilities to guide decisions that mitigate risk and maximize growth and revenue opportunities
Experience with the identification and execution of process improvement initiatives, using process improvement methodologies
Excellent time management, prioritization skills, goals setting, planning and work scheduling skills
Proven ability to manage strategic or marquis external client or vendor relationships

Team Lead-customer Service Resume Examples & Samples

Minimum of 1 year of experience in a call center or Managed Care environment
Minimum of a high school diploma or equivalent
Prior experience in Customer Service in a Managed Care Organization
Knowledge of managed care processes and health insurance coverage
Ability to operate computer programs – Microsoft Word, Microsoft Excel, Microsoft PowerPoint
Ability to learn computer software system and use software to perform job

Team Lead-customer Service Resume Examples & Samples

Manage direct report workload and provide guidance in prioritizing work to meet or exceed all accuracy, transaction processing, and quality metrics and standards
Participate in cross-functional projects and/or process improvement initiatives that have implications to the customer service area
Provide leadership and coaching to direct reports, including providing work direction and support to team on process or procedures related to daily processing. Ensure resources are properly allocated and workload is managed to meet or exceed all accuracy, transactional processing and quality metrics and standards. Monitor individual and team progress and proactively identify and resolve business issues to mitigate risk
Assist and provide coaching to direct reports in resolving escalated issues, while maintaining effective relationships with both our internal and external business partners
Responsible for goal setting, managing performance, hiring staff, coaching and developing staff to promote both individual and team success. Provide feedback to direct reports through effective performance management practices; ensure employees are developing skills to promote both team and individual success
3+ years of experience working on a customer service team, including a strong working knowledge of customer service processes, policies, techniques, and applicable regulations
Strong experience using LEAN methodology
Proficient with MS Office suite
Ability to lead up
Ability and desire to learn complex processes
Ability to identify and drive process improvement
High level of familiarity with ACH & Wires
High level of experience with Excel, PowerPoint, Word and Outlook
Strong facilitation skills

Team Lead, Customer Service Resume Examples & Samples

Demonstrate leadership within the group on a daily basis
Utilizing independent decision making to research and resolve more complex and difficult issues
Handle and Resolve Escalations
Respond to inquiries on team related issues
Monitor and Coach job performance for quality interactions and appropriate production
Instill sales mentality into team and motivate for specific focus
Coaching for inbound and outbound sales, acquisition and retention
Execute on delegated projects and Develop as determined
Provide direct supervisor with input into the review process
Involved in identifying and targeting areas in need of improvement and creating workable solutions to problems. May be involved in proposal writing and development
Communicate and promote the ideals of the E*TRADE Group
Must be flexible to a dynamic environment of fluctuating business needs
Demonstrates excellence and ‘above and beyond’ customer service attitude consistently in each customer service contact
Outstanding oral and written communication skills
Detailed understanding of the securities industry including equity and option trading
Complete understanding of E*TRADE policies and procedures
Outstanding problem resolution and training skills
Computer literacy including: familiarity with online services, PC skills: familiarity with Microsoft Windows environment: Word and Excel, Lotus
Ability to troubleshoot basic to advanced technical problems
Education or Training Equivalent to BA/BS, preferably in business administration, finance or related field
Minimum of 1 year professional phone skills and/or client relationship management
Ability to resolve issues promptly in a dynamic environment
Complete understanding of the securities industry, including equity and option trading, and a thorough understanding of advanced product information
Ability to exercise sound judgment and independent decision making skills * Positive and professional attitude
Ability to work flexible shift assignments
Ability to develop and maintain business relationships

Team Lead-customer Service Resume Examples & Samples

Mentor and coach across a team of 30 representatives
Provide coaching and team building skills to and with the staff driving improved
Identify and address needs of business to ensure timely response to all request
Motivate and drive staff to achieve desired results
Develop and implement process changes that provide a value add to the client & customers
Handle escalated issues and de-escalate callers when necessary
Provides direct communication to the Supervisor/Manager of the department to identify areas of opportunity
Generates daily work load reports & department game plan to direct staff into daily actions
Decision making to best support needs of customer/client & Warrantech as it relates to loss control
Attend weekly team meetings and provide feedback & reports of staff’s weekly performances including QA
Works with training and management staff to sign off on new hire functionality prior to task assignment
Acts as a point of contact for any escalations
Additional duties based on management discretion
Assume supervisory role in the absence of the Call Center Supervisor
College degree or some college preferred
At least 2 years with lead, service or claims experience
Ability to comprehend business processes and flows & ability to implement within the department
Complex understanding of Terms & Conditions & how these coverage’s relate to the needs of the business
Ability to think independently and make sound decisions pertaining to service and customer satisfaction
Exceptional listening, written, and verbal communication skills
Must be detailed oriented & organized to implement & measure success of department & process changes
Must be adaptable to frequent and fast paced business environment
Ability to resolve conflict and negotiate
Strong PC skills (Word, Power Point, etc) – MS Excel is a must
Experience with AS400 preferred

Team Lead Customer Service Resume Examples & Samples

Monitor the incoming call queue and answer requests to maintain established service levels and meet KPIs
Troubleshoot more complex software, hardware, network and SQL database issues with greater resolution time requirements escalated by Support Analysts for assigned products
Write SQL/Windows/XML scripts to resolve/troubleshoot data related issue
Remote connect to customer sites to perform tasks such as (but not limited to): performance analysis of client systems and databases, and execute scripts as necessary based on problems encountered
Responsible to keep customers and APS Databases in good state regarding migration, size, version and data accuracy
Communicate and document technical issues and resolutions within knowledge base and across team
Customize application configuration and reports to fit customer needs
Properly document all customer interactions and troubleshooting actions into the department’s call tracking system. Manage open calls to ensure appropriate resolution time
Support new Customer during implementation and go live
Responsible to work with customers IT department to ensure site readiness and escalation after go live
Practice professional telephone etiquette and manage customer expectations until issue is closed or escalated
Remotely assist and support field service technicians
On site installation of new machines could be required
Identifies system-wide customer outages and coordinates resources to reach resolution
Responsible to resolve all tickets unless requires Development or code writing
Create documentation used by Field Service Technicians and customers
Perform Software migration and insure data consistency
Maintain in-house test environment
Setup, Configure and integrate a new interface; update/Modify and replace an existing interface
Complete advanced Windows Administration tasks, setup and configure FTP/SFTP server, domain user’s rights management, share of folders and printers
Manage software aspect of an install project; Monitor all different preparation phases, with customer and third party partners
Build new custom databases for new Installations
Perform advanced database troubleshooting / maintenance / recovery, SQL scripts and programming, custom updates and changes as per customer needs
Knowledge of Crystal Reports and RDLC an asset. Used to design, develop and integrate new custom reports
Debug software to troubleshoot complex software issues, identify bugs and suggest software enhancements
Manage software updates, migrations, and system upgrades
Assign tasks from incoming product queues (phone/email requests) to respective teams
Provide input on performance reviews of team members and skill matrix for knowledge level to provide training
Schedule resources for upgrades and installs with internal partners (Project Managers, Install Coordinators etc)
Technical reference for team members on issues escalated through Support Analysts and Specialists
Technical resource for high importance customers, creating more complex solutions
Consolidate Timesheets for their group
Continuous learning - provide training to the team
QA review on incoming tickets/requests
Handle escalations from customer issues and internal requests
Document and escalate problems to Product Development team when required
Proactively identify trends at customer sites that can lead to problems
Knowledge of computer hardware and network configurations
Proven experience and leadership demonstrated in a customer service environment
Ability to schedule and manage workload of team members
Must be bilingual (French and English) with good oral and written communication skills
Knowledge of different Windows environments
Knowledge of remote access software (PCAnywhere, Remote Desktop)
Knowledge of stored procedures, HL7, robotics or biomedical equipment, and relational databases are all a plus
Ability to travel to the USA and Canada a must
The Support Team Lead is part of a rotation for off hours service call

Team Lead, Customer Service Resume Examples & Samples

Strong telephone skills
Office and administrative skills
Proficient in Microsoft excel, word, etc
SAP experience, a plus
Supervisory experience, required
Associate degree or equivalent industry-related experience

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