Customer Care Team Lead Resume Sample
Allen Williamson
8979 Schuppe Lakes,
New York,
NY
+1 (555) 404 7581
Work Experience
Customer Care Team Lead
10/2017
-
PRESENT
Los Angeles, CA
- Experience in a call center environment or related customer service supervisory experience
- Manage service delivery by customer care agents on a daily basis, coordinate scheduling, and serve as escalation point for customer queries, requests and complaints
- Create a motivated team environment aligned with ING’s principles and values, and coach customer care agents to provide service excellence to ING’s customers and develop in their career path
- Take ownership of overall customer satisfaction and customer service performance metrics and action plans to increase effectiveness
- Standing, walking, sitting, speaking and typing
- Using computers, phones and other technology devices
- Good visual and auditory skills
- Flexibility with scheduling and work hours
Afterhours Customer Care Team Lead
06/2013
-
07/2017
Los Angeles, CA
- Use system and modified reports to track productivity and quality of CSR’s performance
- Assist CSR’s with questions through proactive management and floor presence/coverage
- Responsible for professionally responding to customer and client inquiries by way of telephone, email or Live Chat while providing an excellent customer experience
- Sell solutions and explain the value proposition of the online platform to real estate buyers
- Organize and enter customer information into Customer Relationship Management (CRM)/tools to develop relationships, manage pipeline, present asset reviews to management and track overall progress of opportunities
- Initiate required number of outbound calls and solution selling in a dynamic fast paced environment, while being able to multitask with potential inbound calls, follow up and contact management
- Manage the day-to-day pre-auction and auction leads/activities for all assigned assets
- Educate the buyer and sell the benefits of the auction platform to prospective buyers and overcome any objections to their participation
- Serve as the primary resource and guide buyers through the auction process in a professional and transparent manner
Customer Care Team Lead-french / English
12/2008
-
12/2012
Houston, TX
- Exhibit relationship selling experience, build a base of relationship business and manage overall buyer relationship to transition point with contracting/closing team
- Achieve all key performance indicators, including call time, activity metrics, pipeline goals and sales targets
- Research, resolve customer concerns/inquiries accurately in accordance with company policy and guidelines
- Maintain extensive knowledge of Auction.com and Ten-X Home’s products, processes and procedures
- Assist Supervisors by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges
- Responds to both employee and customer inquiries through a variety of mediums such as: e-mails, chat, telephone, etc. in a courteous and timely manner as outlined in the department’s established service levels
- Assists employees and customers with troubleshooting, recommending possible solutions, or determining when to escalate a problem to management or referring to a technical expert within the area
Education
University of Mary - Fargo Center
2004 - 2008
Bachelor's Degree in Management
Professional Skills
- Provide complete and accurate feedback to your supervisor regarding team needs, individual needs, any recommendations for coaching/training opportunities and any agents needing acknowledgement for excelling as well as recommendations for growth
- Strong time management/prioritisation skills and multi-tasking ability
- Excellent organizational skills and attention to detail: ability to prioritize demands and multitask to complete daily objectives
- Demonstrated good decision making skills.
- Exceptional communication and interpersonal skills: ability to effectively and concisely communicate and build relationships with customers/vendors
- Excellent oral and written communication to include presentation skills
- Collaborates effectively with sales and other departments ensuring excellent customer care is consistently achieved
How to write Customer Care Team Lead Resume
Customer Care Team Lead role is responsible for training, microsoft, basic, interpersonal, events, travel, research, reporting, security, retail.
To write great resume for customer care team lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Care Team Lead Resume
The section contact information is important in your customer care team lead resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Care Team Lead Resume
The section work experience is an essential part of your customer care team lead resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer care team lead responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer care team lead position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Care Team Lead resume experience can include:
- Monitor reporting to effectively track progress against objectives
- Effectively and constructively coach customer service agents to better serve customers
- Experience handling the tracking and reporting of performance metrics, ideally in a customer care environment
- Effective in handling customer escalations through a consistent calm, empathetic and professional approach
- Experience leading customer care teams
- Experience handling social media channels, especially chat-oriented platforms like Facebook
Education on a Customer Care Team Lead Resume
Make sure to make education a priority on your customer care team lead resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer care team lead experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Care Team Lead Resume
When listing skills on your customer care team lead resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer care team lead skills:
- Demonstrate the ability to effectively lead, train and peer coach with role model approach
- Experience using social media, instant chat, e-mail, etc. Demonstrated knowledge of current technologies such as: tablets, computers, smart phones, etc
- Possess exceptional interpersonal communications skills
- Basic computer skills and proficiency in Microsoft Excel
- Willingness and ability to adjust multiple demands, shifting priorities, ambiguity and rapid change
- Demonstrated ability for handling confidential information
List of Typical Experience For a Customer Care Team Lead Resume
1
Experience For Afterhours Customer Care Team Lead Resume
- Ensure a healthy employee culture through effective utilization of Brink’s human resource practices, policies and systems to guide and develop employees; encourage an environment of accountability and successful teamwork
- Responsible for meeting customer satisfaction and customer service performance metrics in relation to customer care strategy, recommending and implementing changes to improve performance, reporting metrics for regulatory compliance and management purposes, and delivering customer feedback to relevant business & support functions on an ongoing basis
- Help review, manage and prioritize Patient Care File with Supervisor
- Demonstrate performance and behavior that reflect the Mission and Core Values of DaVita
- Maintain a positive attitude on the floor, motivating, recognizing and rewarding team members
- Supports the performance and development of customer care agents through regular training, coaching and feedback
- Assist in expediting orders that are extremely time-sensitive (memorial, wedding, other big event)
2
Experience For Customer Care Team Lead-m-f Resume
- Proficient in using Outlook, MS Office, Google Docs and web browsers
- Desire to work in and adapt quickly to a fast-paced, rapidly growing start-up environment
- Maintains extensive knowledge of ING’s product and services, values and principles, and applicable regulations
- Maintains ING’s library of client solutions, ensures exploration of solutions to less common client queries by customer care agents and contribution of discovered solutions to the library on an ongoing basis
- Escalation point for complex queries, requests and complaints from customers
- Ensures adherence of customer care team to risk and compliance processes
- Leadership:Provide motivation, inspiration, development, and management to the team. Lead by example and ensure team is lead to and acts in accordance with all company policies and procedures. The team lead is responsible for communicating changes effectively and appropriately to support the business
3
Experience For Customer Care Team Lead-french / English Resume
- Administration:Manage and communicate vacation time, sick time, and participation in other company events accurately to team members. Make sure we are appropriately staffed during the year, especially on holidays, to cover the business need
- Proficiency in Microsoft Office applications, and technical aptitude in SAP technologies and/or relevant ERP systems
- Support the frontline teammates with operational process
- Receive email and phone calls that require escalation/investigation beyond the scope of a Frontline Teammate
- Ensure that adequate training in all areas is provided. This includes: compliance of DaVita policies and procedures and compliance of Federal / State regulations and guidelines
- Report to the Supervisor any policy violation or teammate relations issues as applicable
- Remain positive and support leadership team at all times
4
Experience For Weekend Customer Care Team Lead-stevens Point Resume
- Monitor, address, and follow all Contact Center & Teammate Guidelines
- Exercise initiative appropriately and assist while teammates are out
- Help coach and develop teammates
- Identify individual and team challenges and propose a solution
- Identify and communicate achievements & success of team and teammates
- Act in the stead of the supervisor when supervisor is out of the office as directed
- Assist in providing oversight of all patient information, records, to ensure that all documentation is established and subsequently maintained in accordance with HIPAA regulations
5
Experience For Front Office, Customer Care Team Lead Resume
- Resolution management skills: ability to effectively resolve escalated issues with customers and vendors in a timely manner
- Work on continual development of individual skills and behaviors that promote the DaVita Way of Team and management and the Core Values
- Backup support for Workforce Management, oversee daily operations of Contact Center, ensure proper staffing, phone coverage and all email/live chat response times are being met according to company policies and procedures
- Excellent customer/client communication experience and skills (phone and email)
- Willingness and desire to go the extra mile for customers
6
Experience For Customer Care Team Lead-professional Software Resume
- Thorough knowledge of RightNow, Catman, Brians Pants, Sumos, InContact, Odin, Ignite, KB
- Customer Service: Ensure that the team delivers the highest possible customer service levels to clients in a timely and efficient manner. Handle escalated complaints and deal with difficult situations. Act as an available resource to the team when issues arise and problem solve and coach to teach and empower agents to deal with difficult situations independently
- Demonstrate ability to quickly change one’s approach to a situation and adjust to constraints or multiple demands. Ability to incorporate product, service and procedure changes communicated through a variety of mediums into everyday working procedures. Possess the aptitude to learn and navigate comfortably in an ever-changing technical systems environment
List of Typical Skills For a Customer Care Team Lead Resume
1
Skills For Afterhours Customer Care Team Lead Resume
- Demonstrates ability to perform during stressful situations
- Demonstrated ability to analyze call center data
- Experience in a leadership role
- One year customer/client communication experience (phone/email/live-chat/share sites/mobile)
- One year experience in a customer service call center environment
- Experience in a supervisory/leadership role
- Excellent editorial judgment and command of the English and French/Italian/Spanish languages
- Exhibits integrity through fair and ethical behaviour toward others and a demonstrated sense of corporate responsibility and commitment
- Understands and demonstrates the Company Core Values
2
Skills For Customer Care Team Lead-m-f Resume
- Building Relationships: relates to people in an open, friendly and accepting manner
- Planning: aligns own work plan with plans and processes of the department
- Managing Execution: acts resourcefully to ensure that work is completed within specified time and quality parameters
- Answer incoming phone calls, respond to customer emails/live chats and perform all departmental tasks as needed
- Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Provide coaching sessions to associates as required
- Helps resolves customer disputes serving as escalation point as needed
3
Skills For Customer Care Team Lead-french / English Resume
- Support local or cross functional project teams by participating as SMEs (Subject Matter Expert) or project lead
- Handle internal emails in a timely manner as well as other shared email escalation inboxes
- Ensure that customer’s needs related to all products and services across all business lines including more advanced skillsets are identified and solved for as products and systems are developed and changed when taking customer calls
- Proficient knowledge in Real Estate
- Work collectively with the team
- Managing coaching and developing staff in a service operation including hiring, training, developing policies and procedures and other technological infrastructure
- Customer service experience and call center experience
- Knowledge of Fiserv Signature, Desktop Sales, Footprints, and bank related systems
- Monitor call queus real time and make adjustments to positively impact service levels
4
Skills For Weekend Customer Care Team Lead-stevens Point Resume
- Improve outcomes and have positive impact on others
- Champion of change management
- Spanish bilingual is required
- Work independently, anticipate problems and suggest solutions
- Accurately processes orders, forms, applications, and requests submitted within identified timeframe
- Completes customer contact logs and periodic management reports
- Ensures appropriate actions are taken to promptly resolve customers’ concerns
5
Skills For Front Office, Customer Care Team Lead Resume
- Documents actions and provides solutions to future occurrences
- Refers unsolved customer grievances to designated departments for future investigation
- Answers questions, train employees and handle escalated items from member banks and employees in the event the department manager is not available
- Provides daily leadership support to customer care team to meet customer and organization expectation
- Assist in communicating and/or documenting work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives
- Participates in on-boarding of new associates through coaching and training after new hire orientation
- Accurately access situations by researching and gathering data to escalate information to leaders and/or associates as needed
- Gauge pulse of associate, virtual queues and task related activity work and communicate to leadership with trends and/or opportunities for improvement
6
Skills For Customer Care Team Lead-professional Software Resume
- Identifies system, workflow or process improvements to enhance the team's efficiency
- Work with departments outside of Customer Care to resolve the request in a timely fashion
- Function in various customer care role(s) when needed to support peak timeframes
- Engage and Inspire: projects a positive image and serves as a role model for others
- Advanced proficiency to navigate Company tools and resources as required by role
- Manage the customer experience by working with a team of customer service representatives to ensure they promote and maintain positive relationships with prospective and existing customers by acting as an internal champion for customer needs
- Mentor and coach CS representatives on an on-going basis to their specific strengths and weaknesses. Provide feedback to agents and supervisors based on call listening
- Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape CS strategies
7
Skills For French Customer Care Team Lead Global Bank Resume
- Frequently field customer calls in a supervisory role
- Field calls in an agent role as needed to maintain Service Level goals
- Interface with multiple parties to resolve escalations and complaints, including maintaining required tracking documentation. Includes frequent follow-up directly to customers via the phone
- Handle multiple tasks with strong attention to details
- Assisting in monitoring, achieving and exceeding the metrics and stretch goals set for the department
- Assist in the training of new and existing customer service personnel
- Conduct weekly team huddles focused on driving improved team performance and educating team on any new policies and procedures
- Ensure the ongoing satisfaction of customers by providing feedback to Customer Service management to help shape future processes and support strategies
8
Skills For HS Reservations & Customer Care Team Lead Resume
- Conduct ongoing performance management for team members with assistance of Customer Care Team Coach
- Participate and assist leading sync up meetings
- Ensures accurate recording of customer care-related information in relevant systems
- Assist in day to day running of the team
- Assist in supervising the team to ensure that both internal and external customers and the overall strategic imperatives are supported
9
Skills For Customer Care Team Lead-spanish / English Resume
- Interact with utility companies, operations and technology counterparts to resolve customer issues
- Assist representatives with all aspects of service from sales techniques to back-office processes and procedures
- Provide leadership on the business and department objectives
- Evaluate customer service personnel call quality performance to achieve department objectives
- Assist with the new hire process
- Enforce department objectives and goals
- Model the NRG STRIVE values
10
Skills For Customer Care Team Lead Resume
- Able to convey knowledge of products and strategies to team-members
- Serve as point of contact (PoC) for multiple sites
- Handle intra-day work such as recommendations for changes to coverage
- Assist and communicate with WFM team about coverage needs and call arrival trends
- Subject Matter Expert for area of responsibility; able to step in and work production as needed to assist with seasonal workloads or absences
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