Customer Service Team Lead Resume Sample
Ruthe Mante
78819 Jones Place,
Phoenix,
AZ
+1 (555) 712 0002
Work Experience
Customer Service Team Lead
04/2017
-
PRESENT
Detroit, MI
- Prioritizing multiple high demand priorities
- Volume of orders and variety of products in relation to bottle necks in plants / load-out
- Matching customer demand and requests with product and shipment availability
- Participating in a diverse group of team members towards common department and business goals
- Lack of fully integrated business systems
- Performance: Maintains exactness with great attention to detail, and ability to work with others. Customer Service oriented
- Mid-year and annual performance appraisals for position level
- Attainment of annual goals established between supervisor and incumbent
- Manage a collections and customer service team of 10-12 agents, including training, motivating, coaching, performance managing, and achieving monthly production goals
Customer Service Team Lead-aftermarket
08/2010
-
12/2016
Detroit, MI
- Responsible for handling escalated calls/issues and coordinate with appropriate internal and external resources to provide resolution
- Conduct monthly side by side sessions with staff; provide coaching and mentoring feedback for growth/development opportunity- provide biweekly/monthly reports to management on so
- First line of contact for any agent or borrower related questions or escalations
- Think like a member of management when making business decisions that impact the department
- Review Quality Assurance scores; assist in monthly coaching sessions; conduct loan level reviea
- Meet deadlines on time sensitive projects and present to management
- Facilitate team meetings and various conference calls. Generates reports
Accounts Payable Customer Service Team Lead-new Finance SSC
08/2005
-
06/2010
Dallas, TX
- Handle inbound/outbound calls on an as needed basis only when proper coverage is needed
- Promote employee engagement through motivational techniques & run performance contests
- Answer questions regarding products, warranties, and services
- Monitor customer satisfaction and order compliance with related regulations, contract, standards, processes, policies and procedures
- Ensure team provides quality responses to delivery, price, commission and product inquires and requests
- Handles escalation to ensure customer satisfaction
- Coordinate internal questions, concerns, issues, and processes with appropriate organization. Provide services where appropriate and develop partnerships to ensure customer satisfaction
Education
Naropa University
2000 - 2004
Bachelor's Degree in Performance
Professional Skills
- Exceptional customer service skills, Decision making skills and conflict resolution skills
- Strong decision making skills and people skills
- Excellent verbal and written communication skills; effective presentation skills
- Strong prioritization and time management skills with ability to delegate effectively
- Demonstrate excellent critical thinking, problem solving, and conflict resolution skills
- Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments
- Demonstrate effective listening and trouble-shooting skills
How to write Customer Service Team Lead Resume
Customer Service Team Lead role is responsible for customer, basic, software, interpersonal, leadership, computer, insurance, security, health, microsoft.
To write great resume for customer service team lead job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Team Lead Resume
The section contact information is important in your customer service 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 Service Team Lead Resume
The section work experience is an essential part of your customer service 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 service 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 service 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 Service Team Lead resume experience can include:
- Excellent active listening and coaching skills
- Strong leadership skills with ability to motivate drive and lead people
- Demonstrated experience in motivating and developing a high performing team
- Effectively communicate marketing intelligence to Business Development, Marketing, or appropriate department
- Experience with Microsoft office products (Word, Excel including experience creating basic spreadsheets)
- Motivational, listening, and problem-solving skills
Education on a Customer Service Team Lead Resume
Make sure to make education a priority on your customer service 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 service 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 Service Team Lead Resume
When listing skills on your customer service 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 service team lead skills:
- Excellent ability to respond to deadline pressures and demonstrate organizational and time management skills
- Excellent typing and documentation skills
- Strong time management skills, action oriented and self-disciplined
- Strong leadership skills to assist department supervisor and direct team members to reach productivity goals
- Language/Communication—Effective written and oral skills. Ability to comprehend and follow detailed instructions
- Excellent employee development skills
List of Typical Experience For a Customer Service Team Lead Resume
1
Experience For Customer Service Team Lead-aftermarket Resume
- Proven experience in performance management, call monitoring, call center software and agent development
- Aid manager in educating team in regards to changes/updates regularly and effectively
- Intuitive user interfaces for presenting the information to effectively engage physicians and members and to influence behavior at the point of choice
- Superior interpersonal skills including courtesy, empathy and a cooperative attitude
- Exemplary interpersonal communication skills both verbal and written
- Proven and demonstrated high performance track record
2
Experience For International Customer Service Team Lead Resume
- Demonstrate effective communication with the ability to influence
- Interview prospective new hires and evaluate candidates on predicted job fit and soft skills requirements
- Serves as a departmental resource and deals effectively with operational difficulties within the NEMT Call Center
- Interpret and effectively communicate benefits and eligibility and claims payment information to our customers
- Looking at most effective way to execute agreed activities and services to our customers, balancing cost-to-serve (SG&A)
- Prioritizing workload and team assignments
- Coaching the agent team to provide a trademark customer service experience
- 13) Provide a legendary experience for every customer, every time by assisting customers in making buying decisions by
- Strong record of developing and implementing procedures
3
Experience For Accounts Payable Customer Service Team Lead-new Finance SSC Resume
- Support the CS teams by providing coaching opportunities to enhance the customer’s resolution experience
- Total Years Related Work Experience:2-4 years loan servicing including Customer Service/Collections
- Experience with communicating verbally and in writing with customers outside the organization and employees at all levels of the organization required
- Assist operations, engineering and other departments where appropriate and develop solid internal partnerships to ensure our customer’s satisfaction
- Customer service experience, including supervisory
- A proven record of delivering exceptional customer service
- Ensure CSRs are in correct AUX status by reviewing reps’ skill levels and schedules
- Dedicated to meeting the expectations and requirements of internal and external customers Demonstrates customer service and product expertise
4
Experience For Customer Service Team Lead-dorval Resume
- Valid Driver's License along with a clean driving record
- Deploy staff as required while prioritizing workload assignments
- Special projects to improve processes and efficiency. Assure good documentation of customer service related processes. Maintain working instructions
- Proven track record in delivering improvements in contract execution process (e.g. cost savings, service improvement, additional revenue creation)
- Experience with working in a multinational-cultural environment
- Related job experience in a call center environment, preferably in a managing or lead role
- Customer Service Experience in Manufacturing environment
- Successfully manage multiple, competing priorities/tasks in a fast-paced work environment with high attention to detail
5
Experience For Customer Service Team Lead With English Resume
- Previous experience managing a team of 10-15 CSR’s
- Proven record of exceeding performance goals in current position
- Monitor calls for Quality Assurance purposes/scoring Ensure CSRs are in correct AUX status by reviewing reps’ skill levels and schedules
- Experience in a tourism environment is preferable
- Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer’s experience
- Maintain and build strong relationships with key business leaders and customers
- Both multitask and prioritize, with continuous attention to detail
6
Experience For Customer Service Team Lead With Russian & English Resume
- Train staff to deliver excellent customer service
- Knowledge of office equipment and computer experience required
- Researching, troubleshooting, and following-up on customer inquiries and problems
- Troubleshooting and assisting department employees in resolving problems
- Ensuring the correct recording and processing of orders of all kinds
- Responding to CSR’s questions on an ongoing basis
- Ensuring correct processing of returns
- Coordinating and communicating stockouts (follow-up) and recalls in close collaboration with NTO team, resp QP
- Monitoring and correction of interface errors in warehousing and customer orders and customer master data
7
Experience For Accounts Payable Customer Service Team Lead-office Based Resume
- Taking escalated calls and managing first level escalations
- Providing analyses and calculations, and completing other special projects, related to systems and their performance
- Coordinating and conducting equipment audits
- Typing speed: 30+ words per minute
- Training new employees on individual job responsibilities
8
Experience For EU Customer Service Team Lead Resume
- Conducting annual performance reviews for staff
- Counseling employees on behavioral issues as needed
- Evaluating policies which have lapsed due to non-payment for determination of reinstatement eligibility
- Scheduling staff to ensure proper coverage
- Monitoring and reply to chats
- Keeping supervisor informed
- Ensuring systematical, timely generation of Customer Service reports
9
Experience For EU OBH Customer Service Team Lead Resume
- Becoming a knowledgeable expert in all aspects of solar process, products, and systems
- Providing consistent floor support for Tier I Specialists
- Troubleshooting advanced system performance issues both remotely and telephonically
- Working with SDM, follow up on and resolve employee and customer concerns
- Answering CSR’s inquiries
- Recording the complaints
- Executing a variety of tasks to meet client expectations
- Coordinating workflow between internal departments
10
Experience For Program Support Customer Service Team Lead Resume
- Reporting to the Vice President of Operations
- Processing of workflow approval items via SAP/CRM workflow
- Having full involvement with the hiring process
- Providing Call Center leadership by assisting Customer Service Representatives to succeed in their role
- Leading by example and being available to help CSR’s when needed
- Assist new associates with their training by explaining, assisting, or referring them to appropriate SOP or personnel
- Responsible for motivating staff by coaching, counseling and establishing a positive work environment
- Act as customer contact regarding pricing, scheduling, and shipping
List of Typical Skills For a Customer Service Team Lead Resume
1
Skills For Customer Service Team Lead-aftermarket Resume
- Demonstrated skills in negotiations
- Experience in call monitoring system and strong knowledge of telephony KPI’s
- Work collaboratively, encourage teamwork, and supervise effectively
- Effectively coach others to achieve their potential, both in person and virtually
- Prior experience as a Customer Service Representative in a fast paced environment
- Prior experience with Home Furnishings, Textiles, and Wallcoverings
- Effectively manage customer expectations in terms of service and issue resolution
2
Skills For International Customer Service Team Lead Resume
- Able to answer and resolve a high volume of member and provider calls effectively
- Proven abilities in conflict resolution and excellent communication
- Communicate effectively with internal domestic and international teams
- Prior store or experience in the SSC with our products and system
- Experience working with a product and product ordering
- Proven track record in delivering KPI’s in a changing environment
3
Skills For Accounts Payable Customer Service Team Lead-new Finance SSC Resume
- Previous experience in a customer service environment, including complaint-handling responsibilities
- Experience managing or leading a small team from 10-20
- Experience with performance management, quality control and escalations including establishing performance metrics
- Total Years Related Work Experience:2-4 years Joan servicing including Customer Service/Collections
- Proven ability to work and communicate with all levels of the organization including cross-functional teams
- Previous healthcare of medical knowledge and experience including insurance (Medicare & Medicaid)
- Experience with Brightree Software
- Strong system knowledge of QNXT, Member portal, Provider Portal, Medi and all other resources need to accurately answer member and provider inquiries
- Collaborate with other departments to meet business goals e.g. Prior Auth, Care Management, After Hours and Enrollment
4
Skills For Customer Service Team Lead-dorval Resume
- Experience with EDI required
- Tech savvy with Mac and iOS experience and the ability to type 50+ WPM
- Tech savvy with Mac and iOS experience
- Experience in an AS400 or Infor environment
- Independent decision maker skill set
- Ensure excellent Customer Service in close cooperation with Sales and other Supply Chain functions (both local, EMEA and global)
- Demonstrate respect for the potential and significance of every individual on the team
- Call center and/or customer service experience
5
Skills For Customer Service Team Lead With English Resume
- Proven abilities in change management is helpful
- Prior SAP experince is required
- Experience working in a customer service call center or large corporate environment that dealt directly with customers
- Experience within the healthcare field which can include medical claims, reimbursement, DME or health insurance
- Experience in a call-center environment required
- Coaching-ability to develop and build others through personal influence, facilitating appropriate deliberate training events
- Outstanding phone etiquette; the ability to work on the phone throughout your shift
6
Skills For Customer Service Team Lead With Russian & English Resume
- Prepare and deliver new hire and ongoing training
- Maintain schedule flexibility, including evening, weekend and holiday hours as dictated by business need
- Assist with training and coaching of new hire teams
- Perform Quality Monitoring using Postmates Quality Management System
- Ensure the Order Fulfillment process and enabling processes are handled according to business needs and strategy
- Navigate and utilize online monitoring and troubleshooting resources at an advanced level
7
Skills For Accounts Payable Customer Service Team Lead-office Based Resume
- Assist in hiring and onboarding of new employees
- Coordinate the loading and unloading process of the different means of transportation with relevant logistics/transportation team
- Responsible for updating reference materials used by CSRs to answer calls
- What We’re Looking For
- Not afraid of taking initiative
- Demonstrable understanding of the internet, Postmates website, and competitor websites
8
Skills For EU Customer Service Team Lead Resume
- Be flexible and adapt to a constantly changing environment
- Provide necessary coaching and improvement actions when required to adhere to Postmates Standards
- Ensure compliance with all SOX guidelines and Standard Operating Procedures
- Decisive and efficient in dealing with customer and/or process issues
- Experince in communicating with different cultures and/or countries
- Assist CS manager with coaching and development of CSAs
- Assist CS manager with the planning and preparation of reports and other documents
9
Skills For EU OBH Customer Service Team Lead Resume
- Provide feedback to CS manager regarding CSAs progress for performance management
- Handle complex issues requiring resilient attention to detail
- Understand and explain solar processes, including design, installation, interconnection, etc
- Knowledge of MSP, Microsoft Office; including Outlook, Excel and Word
- Attend weekly team meetings and provide feedback & reports of staff’s weekly performances including QA
- Is the go-to person to assist CSRs on complex Member or Provider calls
- Work closely with the WorkForce Management (WFM) team to ensure adequate phone coverage to meet service levels
- Log on and answer calls as needed to reduce wait times for customers. Approximately 2 hours of scheduled phone time daily
10
Skills For Program Support Customer Service Team Lead Resume
- Is a role model, create and promote a positive, professional team environment
- Personally motivated to exceed expectations
- Commitment to quality and on-schedule delivery
- Read and understand reports to drive performance and identify areas of improvement
- Interact with restaurants and merchants throughout your shift
- Manage and direct team functions with little or no direct supervision
- Coach, develop, and provide feedback on job performance and quality Postcards to agents
List of Typical Responsibilities For a Customer Service Team Lead Resume
1
Responsibilities For Customer Service Team Lead-aftermarket Resume
- Demonstrates customer service and product expertise Demonstrates problem solving ability and decision making skills Is able to communicate clearly and succinctly in a variety of settings and styles
- Logical thinker with the ability to understand and interpret information promptly and effectively
- Work effectively in a diverse team
- Lead experience + some experience as CSR Sr
- Lead a team of Project Coordinators to provide a world-class customer experience by leading, supporting, coaching, and mentoring in a fast-paced environment
2
Responsibilities For International Customer Service Team Lead Resume
- Experience multi-tasking in a high-volume processing environment while consistently meeting standards for productivity and quality
- Good understanding of contact centre's KPI's and SLA's
- Communicate relevant quality related training needs to coordinate with the supervisor towards a Trademark customer experience
- Experience in Medical Collections for all lines of Insurance including Governmental Agencies
- Demonstrate role model behavior and departmental best practices as a mentor for new staff
3
Responsibilities For Accounts Payable Customer Service Team Lead-new Finance SSC Resume
- Daily review of Prior Authorization Letters
- Good written and spoken communication in Dutch and English
- Experience in agricultural or commodity supply chain
- Experience in commodity contract execution and international contract rules
- Experience in customer service department
- Prioritize work and work-load of the team based on the demands of the industry
4
Responsibilities For Customer Service Team Lead-dorval Resume
- Experience in the health care field or collections
- Customer Service supervisory experience required
- Experience with SAP, Salesforce, or other CRM tools required
- Two years’ experience in a customer service contact center environment desired
- Customer service related work experience
- Toll Collections Industry experience
- Leadership—demonstrated ability to lead people and get results through others
- Management/Mental Capabilities—ability to organize, recognize and correct inefficiencies. ability to manage and prioritize multiple projects simultaneously
- Recent Call Center experience
5
Responsibilities For Customer Service Team Lead With English Resume
- Previous customer service experience within an inbound call center is required
- Previous management experience helpful
- Supervising customer service team of 5-6 and monitoring all CSR activities
- Processing orders for company products and services
- Maintain Quality Assurance expectations by reviewing and evaluating contacts, conducting individual coaching sessions, analyzing reports and reacting to trends
- Receptionist- Answering and forwarding calls to the appropriate individual /providing breaks greeting clients
- Motivate and manage team members to achieve high levels of performance by offering constructive input and coaching on an ongoing basis
- Support team member issues through understanding and example, resolving where possible and escalating to manager if required
6
Responsibilities For Customer Service Team Lead With Russian & English Resume
- Manage various works queues and assist with escalated supervisory issues, including incoming and outgoing phone calls
- Conduct new employee training, and helps to develop state-of-the-art training programs
- Assists the team by helping to track, monitor, and report on the ever-evolving challenges presented to the team
- Aid in managing and maintaining a workflow process to ensure appropriate turnaround time is met for all offline tasks
- Work closely with the Training Manager to identify training gaps and recommend solutions to improve performance
- Responsible for researching finance concerns and providing required documentation
- Assist with maintaining or exceeding department customer service level and metric goals
- Responsible for troubleshooting technical issues and escalating appropriately
7
Responsibilities For Accounts Payable Customer Service Team Lead-office Based Resume
- Responsible for documenting and updating departmental SOP’s
- Serves as a floor supervisor providing training and assistance as needed
- Identify training opportunities for Customer Service to be completed and provide training
- Perform Denied Party List Screening using internal and/or external tools
- Maintain Asset Receipts alias including communications with customers and finance (Receiving)
- Able to provide coaching to team members in regard to transactional activity
- Highly motivated, focused passionate about connecting to the customer
8
Responsibilities For EU Customer Service Team Lead Resume
- Coordinate customer freight requirements, track shipments, provide proof-of-delivery, provide quotes and proper billing
- Decision making authority, conditionally dependent within a Terms of Reference and independent
- Provide quality related feedback to Customer Service Management and CSR’s to ensure that the team is following established procedures
- Assist with new hire interview, selection, and on-the-job training
- Identify areas for improvement and makes recommendations for implementing those improvements
- Monitor the workload of the team, allocating team members to optimize service delivery and sales support to ensure daily objectives of the department are met
9
Responsibilities For EU OBH Customer Service Team Lead Resume
- Provide exceptional customer service to internal/external people via phone and email with a smile while following industry best practices and department SLAs
- End-to-end executional support on customer impacting initiatives
- Provide reporting and analysis of contact center KPIs to management
- Advise workers on investigating complaints or concerns about the products and services offered by the company
- Review of all billing items
- Claims processing for the beneficiaries of a deceased policyholder
10
Responsibilities For Program Support Customer Service Team Lead Resume
- Ensure appropriate training for all new hires within department
- Create and maintain a working environment that inspires and encourages growth and development
- Provides feedback and coaching to each person on the team
- Assist with escalated calls; order and logistics concerns in a professional manner ensuring customer concerns are resolved timely
- Responsible for balancing manual payments obtained
- Monitor order statuses to ensure orders are moving through proper sequence
- Analyze all reporting for orders and take appropriate action
- Engage in all departmental design, creation, testing and implementation of new software applications
- Provide reporting metrics and lead special projects as requested
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