Customer Service Lead Resume Samples

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CR
C Runte
Cristobal
Runte
92083 Rahul Spurs
Los Angeles
CA
+1 (555) 501 2330
92083 Rahul Spurs
Los Angeles
CA
Phone
p +1 (555) 501 2330
Experience Experience
Dallas, TX
Customer Service Lead
Dallas, TX
Rosenbaum-Predovic
Dallas, TX
Customer Service Lead
  • Create, review, and provide to management performance reports for employees and ATM’s as directed
  • Assist with performance evaluations and provide constructive feedback to representatives
  • Provides feedback to supervisor/manager for Annual Performance Reviews
  • Provides assistance to team members in the absence of Customer Service Managers and Supervisors
  • Assist in developing and mentoring newly hired employees by facilitating meetings, provide coaching and sharing product knowledge
  • Assist management with variety of assignments and can act as a team point of contact when an Associate Manager is absent
  • Assist the store manager in hiring, developing, and training others in store to meet company standards and guidelines
New York, NY
Customer Service Lead-athleta
New York, NY
Sanford LLC
New York, NY
Customer Service Lead-athleta
  • Responsible for front-of-house receiving and assisting vendors
  • Consistently treats everyone with respect and contributes to a positive work environment
  • Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
  • Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
  • Communicates development feedback of others to the leadership team
  • Offers suggestions to the leadership team about how to improve daily sales trends
  • Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines
present
Philadelphia, PA
Customer Service Lead, Chicago
Philadelphia, PA
Wolff-Osinski
present
Philadelphia, PA
Customer Service Lead, Chicago
present
  • Create a team-oriented work environment
  • Work with Leadership to monitor effectiveness of service policies and practices
  • Motivate and mentor team members by presenting new opportunities and challenges for additional development
  • Provide outstanding customer service through the support of escalated customer service issues
  • Foster an environment of continued development and professional growth
  • Leverage reporting to identify challenges and drive performance
  • Work with IT and Client Service Center Leadership to identify opportunities for CSC efficiency and inter-departmental seamlessness
Education Education
Bachelor’s Degree in Accuracy
Bachelor’s Degree in Accuracy
Clark Atlanta University
Bachelor’s Degree in Accuracy
Skills Skills
  • Strong attention to detail, follow through and the ability to communicate and control activities through external service providers
  • Detail oriented with strong organizational and time management skills
  • Ability to handle multiple functions at one time while paying strict attention to detail and deadlines
  • Excellent communication and strong problem solving skills
  • Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available
  • Good people and interpersonal skills to buildeffective relationships with all levels of professionals
  • Knowledge of basic math and formulas
  • Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of and Microsoft Word and Excel
  • Ability to remain calm and rational in highly stressful, volatile, and visible situations
  • Team player who thinks quickly and is capable of creative problem solving
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15 Customer Service Lead resume templates

1

Customer Service Lead Resume Examples & Samples

  • 1 year of Contact Center System Experience
  • Experience managing others
  • Bi-lingual in Spanish or French is a plus
  • Basic internet knowledge required (web browser, email)
2

Customer Service Lead Resume Examples & Samples

  • Provides support to our players via phone, email, etc. around billing, technical support, and general game play during shift
  • Consistently meets or exceeds our customers’ expectations as reflected in the customer satisfaction scores and meets internal service levels for responses
  • Suggests additions to the knowledge base and scripts
  • Handle escalations from the customer service representatives
  • Assist with process improvements, and documenting policies and procedures
  • Work closely with other departments within the company including: creative, production, external developers and executive teams
  • Working with vendors and recommending suggestions and changes to products before product integration
  • Included in the interviewing and hiring new staff
  • Excellent command of Grammar, Punctuation and Spelling
  • Calm demeanor and pleasant attitude towards customers, be able to handle escalated calls/emails
  • Highest ethical standards and integrity
  • 5+ years’ experience working in a customer service environment
  • 2+years’ experience working in a customer service leadership/management role
  • Be able to work at least 1 weekend day as part of the regular working schedule and be on call evenings
  • Be able to have a consistent start time
  • Evenings, weekends, and holidays required – flexible schedule is a must
  • Ability to work independently, and escalate site issues without supervision
  • The ability to communicate clearly with both technical and non-technical members
  • The ability to translate complex technical issues into consumer friendly responses
  • Ability to remain calm and rational in highly stressful, volatile, and visible situations
  • Team player who thinks quickly and is capable of creative problem solving
  • Previous customer service phone experience a must
  • Reliable and punctual
3

Customer Service Lead-athleta Resume Examples & Samples

  • Sales Generation Stays current on goals and priorities as it relates to the selling floor
  • Offers suggestions to the leadership team about how to improve daily sales trends
  • Customer Experience Sets the example by role modeling great customer service
  • Ensures that associates are upholding service standards
  • Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate
  • Staff Supervision Monitor floor coverage and zoning for the day
  • Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines
  • Coordinates associate breaks, lunches and shift changes
  • Logs/reports to leadership team time and attendance infractions (sick/late/no show)
  • Performs employee personal property checks
  • Trains, coaches and directs associates on service and how to meet productivity standards
  • Communicates development feedback of others to the leadership team
  • Operations Responsible for store opening and closing
  • Upholds all company policies as outlined in the Policy and Produce Manual, including the Employee Policy Guide and Code of Business Conduct
  • Enforces all Loss Prevention policies, and communicates violations to the leadership team and/or the COBC hotline
  • Responsible for front-of-house receiving and assisting vendors
  • Ensures company standards of neat, clean and organized sales floor, cash wrap and fitting room areas are met
  • Reports to a member of the Store Leadership Team
  • Collaborates effectively across teams and with all Business Partners and departments as needed
4

Customer Service Lead Athleta Mall Resume Examples & Samples

  • Understands the holistic mindset of the Athleta brand and can bring it to life everyday
  • Consistently treats everyone with respect and contributes to a positive work environment
  • Brings Athleta to life (in this new retail expression), through creating a unique-to-brand shopping experience; fosters interaction similar to being a trusted friend and advisor through rapport & empathy
  • Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
  • Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
  • Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
  • Ensures desired brand experience is being fostered in-store through individual and team customer interactions
  • Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
  • Drives store sales by authentically suggesting additional items to customers to meet their active lifestyle needs
  • Stays current on all product knowledge and communicates features and benefits to customers to build customer knowledge and confidence in the product
  • Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
  • Leads by example; mentors and positively influences others
  • Sales Generation
  • Ability to establish & maintain effective relationships with employees and customers
  • Possesses a strong character/ethical core - distinctly knows the difference between doing what is right vs. doing the right thing
  • Ability to interact cooperatively and work as a team towards a common goal
  • Demonstrates a passion for delivering exceptional service everyday and inspires by example
  • Demonstrates a "can-do" attitude, with drive and passion to sell and achieve all goals
  • Ability to receive feedback and to take action when appropriate
  • Skilled problem-solver, makes quality decisions, and follows written and verbal instructions to meet deadlines on tasks and projects
  • Ability to communicate effectively
  • Previous experience in retail preferred
  • Ability to lift and carry 30 pounds
  • Ability to maneuver around sales floor and stockroom
  • Open availability and flexibility to work nights, weekends, store openings and closings to meet the needs of the business
  • Experience supervising teams preferred
5

Retail Customer Service Lead Outfitter Resume Examples & Samples

  • Handling Customer returns and exchanges
  • Running a Computerized Retail register system
  • Counting & Handling Money & Credit Card Transactions
  • Resolving Customer issues and concerns
6

Customer Service Lead Resume Examples & Samples

  • Leads associate engagement to achieve service goals
  • Provides leadership and communicates to team members
  • Conducts associate huddles, monitors associate service behaviors and conducts coaching sessions utilizing shoevaluations
  • Helps identify training needs and provides associate training
  • Communicates associate goals and provides coaching
  • Seeks opportunities for personal performance growth and demonstrates interest in building leadership skills
  • Provides development opportunities for associates that support company growth
  • A minimum of 2 years’ experience in a retail customer service environment required
7

Customer Service Lead Athleta Chestnut Hill Square Resume Examples & Samples

  • Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
  • Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
  • Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
  • Ability to establish & maintain effective relationships with employees and customers
  • Ability to lift and carry 30 pounds
8

Scheduling / Customer Service Lead Resume Examples & Samples

  • Maintain a safely oriented work culture
  • Instruct, coordinate and supervise associates engaged in customer service and scheduling activities, communicating goals and tracking progress daily
  • Work closely with hub management and other departments to identify and resolve shipping/delivery exceptions, address customer complaints and answer questions regarding services and procedures
  • Develop, train and audit processes to ensure efficiency, consistency and the highest level of service
  • Prepare, maintain and distribute operational reports, verifying content and accuracy
  • Contribute to and complete other projects as assigned
  • Interview required as part of selection process
  • Computer literate with strong working knowledge of Microsoft Office Suite (Outlook, Excel & Access) and WMS (PkMS & HubWM)
  • Ability to work a full-time schedule including nights, weekends and holidays
  • Prior experience in customer service and home delivery preferred
9

Customer Service Lead Resume Examples & Samples

  • Ensure that all customers’ queries are well-investigated and resolved in compliance with process standards through reviews, call observations, reports and practices
  • Inspire team building and manage each staff member to ensure they grow and succeed
  • Assist in the recruitment, hiring, supervision,training, and evaluation of customer service representatives
  • Analyze data or statistics to identify the customer service level the organization is providing and recommending necessary adjustments
  • Establish and maintain timely and thorough reporting process to share information, present trends, and develop recommendations regarding all facets of customer service
  • Use and improve training documents to continually work with representatives to increase their efficiency, job knowledge and abilities
  • 2+ years customer service supervision and/or management experience
  • Proficiency utilizing a PC skills - experience utilizing customer service technology tools (Order Motion) a plus
  • Proficiency with Microsoft Office tools
  • Proficiently with IVR phone operating systems (Connect First) a plus
  • Customer service orientation/mindset
  • Ability to successfully interact with associates and internal partners
  • Ability to develop and train team, build relationships, and best utilize skills of the team
  • Ability to work in a fast paced environment, adjust priorities, and manage time wisely
  • Ability to maintain records and documentation
10

Customer Service Lead Resume Examples & Samples

  • 30%: People management (as described above)
  • 40%: Vendor management (as described above). Will include travel to vendor sites
  • 30%: Quality and compliance (as described above)
  • BA/BS degree in the life sciences, engineering, business administration or supply chain, with a minimum of 5-8 years of relevant work experience
  • MS/MBA preferred
  • Experience in Logistics and Customer Services, Global Supply Chain, experience in an international environment preferred
  • 3+ years of experience working with ERP systems, preferably SAP
  • Working knowledge of cGMP/GDP in customer service, logistics and distribution
  • Knowledge in import/export shipping process and regulations
  • Experience with temperature sensitive logistics
  • Strong organizational and customer service skills
  • Strong attention to detail, follow through and the ability to communicate and control activities through external service providers
  • Proven management skills, and ability to effectively lead and collaborate with various business functions
  • Ability to successfully manage external resources
11

Customer Service Lead Resume Examples & Samples

  • Consulting: helps customers solve business problems through diagnostic thinking, effective questions and creative thinking. Manages expectations and builds strong collaborative win-win relationships with partners to deliver key goals i.e. gathers appropriate information through skilful questioning and listening. Helps customers identify the right solutions to business problems and change management challenges. Contracts specific deliverables and deadlines with internal clients, based on effective diagnostic studies. Manages client expectations effectively
  • Needs Assessment: Knowledge of procedures used to assess information needs; includes ability to assess information needs and evaluate effectiveness against KO standards
  • Payroll
  • International Comp & Benefits
  • Customer Service / Consulting
  • Relocation Management
12

Customer Service Lead Resume Examples & Samples

  • 2 + years of customer service experience and 6 months tenure as a CSR3 with Visa required
  • Customer service skills including call de-escalation techniques and a commitment to quality service
  • Self-motivated with the ability to work within a team or independently
  • Adapts easily to shifting priorities and challenges
  • High School Diploma required, Associate or Bachelors degree preferred
13

Retail Customer Service Lead Resume Examples & Samples

  • Supporting and maintaining holds and layaways by handling the upkeep of daily reports and locating items as they are reserved
  • Serve as backup for the Frontend and Switchboard areas by covering Switchboard Breaks and Lunches, answering customer phone calls, performing customer service call backs, assisting Cart Collection/Carry Out, working Price Override and Daily Discount Forms as needed, assisting with Code 3’s
  • Other Duties as assigned by Management
14

Customer Service Lead Resume Examples & Samples

  • 1-2 years management or training experience preferred
  • 1-2 years customer service or retail experience required
  • Advanced proficiency in Outlook, Excel, Word and PowerPoint
  • Proficiency in SAP, Cybersource, Cisco, PKMS/AS400 preferred
15

Mobilty Customer Service Lead Resume Examples & Samples

  • Management of assignment data and system data integrity for all downstream processes
  • Act as the vendor manager day to day contact for their region to ensure SLAs are met and high quality service delivery
  • Act as the one point of contact for senior employees on mobility policies, to ensure understanding of the policies and delivery of all mobility services
  • Exposure to an international client group of all levels of the organization
  • Being part of a newly born team that will add measurable value for the Company
  • Communication: Develop open, effective communication practices across the organization to improve individual and business achievement and performance, i.e. demonstrate effectiveness in written and verbal communication. Develop and reinforce clear, consistent key messages. Seek input from key stakeholders. Share information openly and honestly and facilitate dialogue. Incorporate research into planning decisions
  • Consulting: Help customers solve business problems through diagnostic thinking, effective questions and creative thinking. Manage expectations and build strong collaborative win-win relationships with partners to deliver key goals, i.e. gather appropriate information through skilful questioning and listening. Help customers identify the right solutions to business problems and change management challenges. Contract specific deliverables and deadlines with internal clients, based on effective diagnostic studies. Manage client expectations effectively
  • Project Management: Discipline of carefully projecting or planning, organizing, motivating and controlling resources to achieve specific goals and meet specific success criteria
  • Needs Assessment: Knowledge of procedures used to assess information needs; includes ability to assess information needs and evaluate effectiveness against Company standards
16

Retail Customer Service Lead Outfitter Resume Examples & Samples

  • Assists in the delegation of work, determining the method of work, giving clear and concise direction, and follow up to ensure proper execution. Responds and handle customer issues by using good judgment and logic in solving problems and making decisions within the job scope
  • Provide legendary customer service when assisting customers by identifying and evaluating customers' needs, and making product recommendations based off of this analysis, by providing a legendary customer experience for every customer and promoting Cabela's programs including, but limited to CLUB Membership, Cabela's Xtreme Protection, Kiosk, VOC and In-Store Pick-up
  • Assist the Customer Service Lead with weekly and monthly auditing of ISP, Layaway, Hold, Case and Gift Cards
17

Austin DPS Customer Service Lead Resume Examples & Samples

  • Compliance to Key Control and other policies
  • Internal Position
  • Internal Applicants should be at or above the I-2 (Customer service rep / Risk)
  • Must have experience with escalated calls and customer complaint resolution. (CSR line/ escalation lines)
  • Internal Applicants will preferably have solid knowledge of DPS products, services and applications that support our clients' needs within the contact center environment (i.e. PAS, Adeptra, Falcon, etc.)
  • Ecellent verbal and written communication skills
18

Customer Service Lead Resume Examples & Samples

  • Management of the customer services team who are responsible for order processing, order management, customer enquiries, customer returns, customer loans (end to end) and service administration for defective products via RMAs (end to end)
  • Manage and work with team member(s) to maintain an efficient inventory holding for the brand ensuring the turn level is high, slow moving and obsolete stock is managed effectively. The stock analyst is responsible for ordering of the stock and working with the team in the US to ensure the right products, in the right quantities, at the right time are available for our market
  • The team is also responsible for supporting indirect procurement for various sites within Europe
  • Understanding the process’ end to end to effectively manage the team with a focus on outcome whilst operating within the rules of the business
  • To ensure that the Customer Services function operates effectively and that the functions activities are aligned to departmental and Company objectives
  • Build effective, credible relationships with other teams and departments to deliver Customer Service Excellence
  • To ensure the accurate processing of customer orders and order confirmations within agreed timescale
  • To ensure that all customer enquiries are satisfactorily managed, resolved and closed within agreed timescales
  • To ensure accurate processing of customer (Returns material authorisation) RMAs for faulty units within an agreed timescale
  • To ensure that the Customer Services function is adequately staffed and trained to deliver an efficient service to internal and external customer
  • Organize and manage the team in busy periods to prioritise workload, including supporting the team by being hands on when needed
  • To actively promote and manage the process of continuous improvement in Customer Service standards
  • Create and sustain a positive team environment displaying high levels of motivation and excellent team spirit
  • Promote effective communication throughout all levels of the Customer Services function
  • Promote and ensure continuous development of team members – identify training needs and conduct monthly one to ones, formal annual review and target setting ensuring objectives are achieved
  • Provide support for the Manager, Sales Operations
  • Significant recent and proven experience within a busy commercial customer service environment – non customer facing
  • Experience gained within service or distribution environment
  • Good knowledge of CRM and ERP Systems (SAP desirable)
  • Demonstrable customer relations management experience within a quick response, highly fluctuating, customer driven industry
  • Previous experience of managing a team
19

Customer Service Lead Resume Examples & Samples

  • Supervise day-to-day operations of Customer Service Division
  • Create and review daily, weekly, and monthly performance metrics and call center logs
  • Monitor, measure, and drive the quality and performance of individual(s) / team
  • Create shift schedules and ensure adequate staffing coverage
  • Assist with performance evaluations and provide constructive feedback to representatives
  • QA representative calls, emails, and chat correspondence
  • Handle escalated customer calls and e-mails to ensure customer satisfaction
  • Implement appropriate servicing of partnership customers based on program guidelines
  • Mitigate dealer service level issues
  • Deliver referral process clarification to inbound customers and dealers
  • Escalate website issues immediately and to the appropriate internal parties
  • Duties also may include calling leads, follow up calls, and comprehensive reporting
  • Assist customers with placing ads on the Sell My Car website
  • Other administrative tasks as assigned
  • Experience with high level customer service and / or call center experience
  • Broad knowledge of call center metrics
  • Outstanding punctuality and attendance history
  • Ability to multi-task and make appropriate decisions quickly
  • High attention to detail and enthusiasm for the position
  • Superior phone etiquette skills and discretion in call activities
  • Ability to communicate with management
  • Ability to identify deficiencies and suggest process improvements
  • Maintain detailed knowledge of the Internet Brands verticals
  • Ability to work with minimal supervision in a team environment
  • Excellent oral and written communication skills along with strong organizational skills
  • A high level of patience and the ability to work with others in a fast-paced environment
  • Ability to follow a set process within published company standards and rules
  • Ability to simultaneously delegate tasks and prioritize high-level activities
  • Superior interpersonal communication and listening skills
  • Prompt and thoughtful problem-solving skills
  • Ability to remain calm and respond in a friendly manner under pressure
  • Excellent written communication
  • Fast and accurate typing, spelling, and grammar usage
20

Customer Service Lead Resume Examples & Samples

  • Takes ownership of a wide variety of escalated requests/inquiries from owners and works to resolve completely, including, but not limited to: Vacation Planning, Financial Servicing,Travel, Collections, RCI, and Title Services
  • Identify areas of opportunity for coaching. Collaborate with supervisors and associates to create action plans for improvement of performance. Participate in the training, development and career pathing for associates. Educating our business partners as well as associates on vacation ownership products
  • Escalation resolution and retention for our customers via phone or email Assist associates with help questions. Help questions are in regards to policies and procedures. Take and compliment calls
  • Review and approve forms submitted to ensure accuracy and compliance to regulations, securitization and company standards Translate documents, emails or correspondence as needed
  • Participate in projects or process excellence initiatives that use process excellence tools and methodology that achieve and support the company’s strategic initiatives
  • Manage to department goals. These goals include Service Level and Collection goals
  • Performs other duties as needed
  • High School Diploma or equivalent (G.E.D); some college preferred
  • Demonstrate advance understanding of product knowledge, standard operating procedures, standard operating instructions and company policies specific to the department or area
  • Two years of customer service experience or working in a contact center environment
  • Strong computer skills (Word, Excel, Outlook, Access, and PowerPoint)
  • Strong Customer Service and Math skills
  • Fluent in speaking, writing, and reading the Japanese and English
  • Financial Experience
  • Previous Leadership Experience
  • Knowledge of Process Excellence and/or Six Sigma tools and methodology
21

Csl-customer Service Lead Resume Examples & Samples

  • Ensures exceptional customer satisfaction with accuracy and professionalism while processing purchases, resolving customer complaints, and completing returns and exchanges
  • Takes opportunities to add-on sales to customers by using current selling techniques and company programs
  • Responsible for providing coverage in the Copy Centre when needed
  • Accountable for appearance of service desk and registers, as well as maintenance of all front end supplies
  • Provides guidance, motivation and delegates tasks to associates and follows up as required
  • Assists in the training and development of associates
  • Responsible to communicate and ensure understanding of flyer or promotional items such as coupon codes, computer bundles and free offers
  • Follows all correct cash register operations, as well as maintaining SKU integrity when entering services into the register
  • Provides administrative support to the front end, in the temporary absence of an Administrative Specialist
  • Stocks/maintains front-end racks/shelves and merchandise areas as assigned
  • Has a complete understanding of all company policies and procedures related to this position, as outlined in the training checklist
  • Maintains general cleanliness of all workstations, lunchroom and washrooms as assigned, according to company standards
  • Identifies and communicates suggestions for improvements in all areas of business
  • Checks all sources of communication for information (white boards, bulletin boards, portal, etc)
  • Three months to one year of previously related experience is preferred
22

Customer Service Lead Outfitter Resume Examples & Samples

  • Support In Store Pick-ups (ISP) through receiving, locating and put away of merchandise, maintenance of daily reports, and assisting with customer pick-ups
  • Supporting and maintaining Holds and Layways by handling the upkeep of daily reports and locating items as they are reserved
  • Support the Customer Relationship Management System (CRMS) through processing of CRMS Orders, and working CRMS Expeditor Cases
  • Support the Customer Experience counter by clearing 9's cases, removing 7's cases, and serving as a backup for customer service
23

AWS Customer Service Lead Resume Examples & Samples

  • Providing prompt, efficient, detailed, customer-oriented service to AWS customers
  • Driving projects that improve support-related processes
  • Experience in leadership positions
  • Experience in Quality Assurance / Quality Improvement
  • Experience in Kaizen
24

Customer Service Lead Qualchoice Health Based Resume Examples & Samples

  • Lead Customer Services representatives to ensure compliance with company procedures and policies
  • Serve as point of escalation for any customer issues that Customer Service representatives are unable to resolve
  • Implement workflow improvements within the department to provide responsive and efficient service to the customers and Soundpath Health employees
  • Assist members with benefit plan options available to them through the enrollment process, including enrollment in specialized care programs
  • Develop and maintain a thorough knowledge of call center functions and emerging technologies and make recommendations for improvements, which enhance customer service
  • Ensure that procedures are updated regularly and recommend changes of policy or procedure as needed
  • Resolve customer service inquiries related to: medical benefits, eligibility and claims; pharmacy benefits, eligibility and claims; correspondence requests; and premiums
  • Partner with Customer Service Manager to resolve escalated issues
  • Maintain ongoing communication with Customer Service Manager, providing regular input and informing him/her of ideas and suggestions
  • Actively listen and appropriately respond to customer and employee requests, concerns, and suggestions
  • Respond promptly and considerately to the needs of internal staff
  • Represent Soundpath Health in a courteous and professional manner in attitude and appearance and behave ethically either at work or outside your work environment
  • Assume responsibility for related duties as required or assigned
  • Associate’s Degree or equivalent is required
  • Customer service background, healthcare experience, and Medicare or Medicare Advantage experience are also required
25

Customer Service Lead-bbc General Management Resume Examples & Samples

  • BA/MBA degree in economics graduated in business administration/management
  • Min.3 years’ experience in business environment
  • US GAAP experience
  • MS Office, SAP, Hyperion experience
  • Excellent PC knowledge
  • Loyalty, Discretion
  • English language Business Proficient level
  • Ability to cooperate with people of different levels inside/ outside the company and to interact with team to reach team goals and business objectives
  • Ability to express information in a manner appropriate to different levels of people & to lead negotiations
  • Ability to recognize, respond to customer expectations with sense of urgency and even increase expectations
26

Customer Service Lead Resume Examples & Samples

  • Provide World Class Client Service to Merchants via inbound phone calls, email or chat that are escalated in nature
  • Handle escalated tickets regarding credits and reversals that required critical thinking, compromise and ability to provide decision making coaching
  • Assist in developing and mentoring newly hired employees by facilitating meetings, provide coaching and sharing product knowledge
  • Respond to Better Business Bureau complaints on behalf of the company
  • Participate in identifying and facilitating ongoing trainings
  • Provide coaching and development to representatives regarding the quality of their interactions with merchants
  • Assist management with variety of assignments and can act as a team point of contact when an Associate Manager is absent
  • Serves as a point of contact for answering CSR and Sr. CSR complex questions
  • Highly involved in processes improvements regarding any processes or procedures regarding the merchant experience or product enhancement
  • Lead positions will provide support Monday through Saturday 5:00am-8:00pm
  • Scheduling will be determined upon filling positions​
  • 2 + years of customer service experience and 6-months tenure as a Sr. CSR required with Authorize.Net
  • High School Diploma required, Associate or Bachelor's degree preferred​
27

Customer Service Lead Resume Examples & Samples

  • Leadership Experience preferred
  • 2+ years’ experience in Call Center Environment
  • 1+ years Lead experience
  • Strong verbal written communication skills
  • Ability to mentor and assist Customer Service Representatives
  • Computer skills including Windows based applications (Word, PowerPoint, Excel, Access, and Outlook)
  • Ability to establish and maintain effective working relationships with superiors, peers and others contacted during time course of business
  • Demonstrated ability to maintain a high level of customer service responding promptly and effectively to customer concerns and problems
28

Associate Customer Service Lead-york Resume Examples & Samples

  • Call on retail customers and HVAC contractors and distributors both through internal and self generated leads such as public domain services, business directories, industry leads, trade shows, web sites and other sources to promote rebate programs
  • Regular field visits to retail customer accounts in assigned territory to recruit/enlist, update/maintain program materials and provide training to the retailer's sales associates, manufactures and partners
  • Educate HVAC contractors on energy efficiency rebates programs for retrofit opportunities
  • Customer site visits to ensure installed HVAC equipment meets program guidelines
  • Organize and document daily activity for communication to program management
  • Ensure that contractors are meeting performance goals
  • Track, and report on field activities and effectiveness to ensure that contractors are meeting performance goals
  • Control field related costs such as phone use, mileage, and time
  • Ability to operate with minimal direct supervision is essential
  • 60% local travel throughout eastern Pennsylvania
  • Make presentations to retailers utilizing program displays, literature and sample products
  • Develop and maintain relationships with appropriate retailer contacts
  • Attend related special promotion events as required, including trade shows, conferences etc
  • Complete daily customer visit forms, travel logs, and reports as required
  • Participate in meetings and conference calls as required
  • Associates degree or in lieu of degree 4 years of experience in account management
  • Valid Driver's License and clear driving history
  • 1 year of experience working in a customer facing role
  • 3 years of experience working with MS Office suite of products in an office environment
  • Reliable Transportation
  • Ability to work remotely and independently
  • LEED AP, BPI or similar demonstration of an understanding of current energy efficiency practices strongly preferred
  • Ability to occasionally work outside of traditional hours, including evenings and weekends as needed
  • Experience working with contractor management or account management background
  • Strong communication skill and professionalism
29

Customer Service Lead Resume Examples & Samples

  • Experience in using Microsoft Office applications and web browsers
  • Experience in PeopleSoft
  • Demonstrated knowledge of ASU Helpdesk Policies and Procedures
  • Experience in assisting supervisor with daily operation of call center
  • Experience in developing and motivating a team
  • Experience in work that requires effective interpersonal communication
  • Experience in work that requires analytical skills
  • Evidence of established accountability through performance evaluation
  • Previous experience working for ASU highly desired
30

Customer Service Lead Resume Examples & Samples

  • Review email, chat, and phone call communications ensuring that company policies and ideals are upheld
  • Responsible for researching and resolving complaints to ensure customer retention and satisfaction
  • Follow up on all written correspondence and escalate to Customer Service Manager on duty as necessary
  • Keep current and train Customer Service Representatives with all new policy and procedures
  • Some College
  • 2+ years in customer service, help desk or call center experience in a retail environment
31

Customer Service Lead Resume Examples & Samples

  • Contribute to maintaining a safe and secure store environment
  • High school graduate or equivalent (GED), Associates degree
  • Moderate physical effort required; standing and walking will
32

Customer Service Lead Resume Examples & Samples

  • Oversees and assists in resolution of customer complaints
  • Coordinates activities and provides guidance to CSAs
  • Determines status of arriving buses and bus numbers
  • Verifies ticket lines are clear before bus departs
  • Assist drivers with boarding procedures
  • Helps Investigates tracing process issues
  • Two (2) years of general knowledge of terminal, to include work experience as a Ticket Agent and/or Baggage Agent
  • Good problem solving and decision-making ability
33

Customer Service Lead Resume Examples & Samples

  • Follow company cash control policies and procedures
  • Stock and rotate products including coolers and/or freezers
  • Complete training activities and pass minimum job performance standards
  • Follow company general rules of conduct and code of ethics
  • Motivate sales associates to grow the store sales and profitability using suggestive selling techniques
  • Assist the store manager in hiring, developing, and training others in store to meet company standards and guidelines
  • Customer service experience desired
  • Ability to perform multiple tasks at one time
34

IT Customer Service Lead Resume Examples & Samples

  • Designs, implements, and measures customer service-focused programs (training, procedures, methodologies, etc.) to measure and improve customer service performance, effectiveness, and customer satisfaction
  • Ensures timely processing of incidents/requests and helps resolves customer disputes, ensuring that customers are satisfied and their operational IT needs are fulfilled
  • Identifies system and workflow improvements to enhance the team's efficiency, and recommends changes to products or services to fulfill customer needs and organizational objectives
  • Develops and maintains service level objectives, measures customer satisfaction, and works with IT and other teams to identify and escalate problems, gaps, or delays in service delivery
  • Relies on extensive experience and judgment to plan and accomplish objectives. Leads and directs the work of others. A wide degree of creativity and latitude is expected
  • Rock-star Customer Service skills and experience required
  • Excellent written and verbal communications skills a must, as well as the ability to present to all levels of personnel (peers and management alike)
  • Excellent interpersonal skills contributing to engagement, empathy, and de-escalation/conflict resolution
  • Understand and speak knowledgably to technical issues related to the delivery of IT services
  • 5+ years of experience in the field of providing customer service
  • Familiar with a variety of IT concepts, practices, and procedures
  • Active US Government clearance or ability to obtain one preferred
  • 5+ years supervising or leading a customer service or technical support team highly desirable. ITIL knowledge/experience a plus
  • Technical certifications including Security+, MCIT et al a plus
  • Experience implementing new and innovative customer service technologies, strategies, and solutions preferred. Basic project/lifecycle management experience is a plus
35

Customer Service Lead-nemea Resume Examples & Samples

  • Identifying risks and clearly defining and leading mitigation plans for shipments inbound in NEMEA (Near East Middle East) Operating Markets
  • Maintaining and analyzing monthly reports on shipment performance and OTIF (On Time in Full) rate for NEMEA Region while sharing outcomes with SC (Supply Chain) Leadership
  • Coordinating orders summaries received for both BI (Boehringer Ingelheim) tender and private markets as well as Agents within NEMEA by volume and value
  • Become a central point of contact for CS Team cases of shipment plan in alignment with demand planning team and SC Leadership
  • Ensure proper Tracking of all the open orders pending for shipment, monitors dates of arrival (as per delivery dates originally committed by plant)
  • Ensure that the customers receive accurate shipping documents on time
  • Handle order to cash requirements including processing of Credit Note requests, and maintaining Order to cash master data ensuring LCs (Letter of Credit), payment in place to support shipment
  • Responsible for master data management for NEMEA markets and accountable for customer Service data quality
36

Customer Service Lead Resume Examples & Samples

  • Conduct quality review of CSR’s performance within product-specific units to ensure quality service goals and standards are met
  • Verify that CSRs are providing up-to-date information and assistance, following current processes, and communicating effectively to callers
  • Audit Customer Care Representatives' inbound and outbound phone calls and/or correspondence, observing performance, techniques, and application of guidelines and procedures
  • Identify areas where improvement can be achieved and provide employees with timely and relevant feedback
  • Recognize employees, build empowerment, foster relationships and demonstrate respect
  • Monitor Key Performance Indicators and production; strategize for continuous improvement and strengthen customer loyalty
  • Identify procedural gaps and launch initiatives designed to improve organizational quality, education and training facilitation
  • Facilitate education, training and interventions as quality-improvement projects
  • Facilitate collaboration with other areas of Brinks
  • 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
  • Perform other duties as assigned to include agent level tasks
  • Minimum of 3 year(s) experience working directly within a customer service/call center environment
  • Minimum of 3 years working with Microsoft Office products
  • Working knowledge of Workforce Analytics, and key metrics
  • Prior leadership experience a plus
  • Secured transportation industry (CIT, Cash Vault, Coin)
  • Basic knowledge of project management principles
  • Strong consultative, analytical and problem solving skills
  • Excellent interpersonal/communication and presentation skills
  • Inspirational and motivational skills
37

Customer Service Lead Resume Examples & Samples

  • Prepare sales contracts and create spreadsheets as required by customer requests
  • Partner with Customer Service Supervisor on orientation and training for new and established CSRs
  • Assist with specific projects as assigned by Customer Service Supervisor
  • Ability to quickly analyze pricing and cost structures to quote competitive bids when required
  • Talk with established as well as potential new customers by phone
  • Offer resolution to customer complaints
  • Offer technical assistance to customers
  • Estimate date of delivery to customer, based on delivery schedules and lead times provided by Customer Service Supervisor
  • Enter orders taken by phone, fax, or email into the computer system
  • Work internally with production supervision and CSR’s to ensure sales are closed when expedite requests are received
  • Work to manage various Inboxes
  • Calculate Daily metrics as required by ISO
  • Assist with upkeep of tasks associated with safety alerts and recalls
  • Ensure that employees are properly trained regarding the company’s safety policies, procedures, tools and equipment utilized in the performance of their job duties
  • Encourage employees to report unsafe work conditions and listen to employee suggestions regarding concerns as they are the first to recognize the hazard
  • Demonstrate and active interest in complying with Health and Safety policies and attend all Health and Safety training offered
  • High School diploma/GED or higher
  • Minimum of four (4) years of Customer Service experience
  • Minimum of four (4) years of experience with QAD and Microsoft Office applications
  • Minimum of two (2) year of experience working with international order processing and account management
  • Minimum 6 years of Customer Service experience
  • Experience in management of people preferred
  • Familiarity with managing large accounts
  • Previous experience within the Fall Protection industry
38

Customer Service Lead, Chicago Resume Examples & Samples

  • Live Our Values: People, Quality, Service and Innovation
  • Lead and inspire through multiple levels of leadership
  • Work with Leadership to monitor effectiveness of service policies and practices
  • Focus on and improve specific elements of the business such as training, productivity, quality, customer experience, etc
  • Lead, model, teach and ensure adherence to our company Core Values
  • Foster an environment of continued development and professional growth
  • Using appropriate forums disseminate information to CSC as well as the rest of the company
  • Partner with the People Team to recruit, identify, and screen applicants for all CSC positions
  • Leverage reporting to identify challenges and drive performance
  • Work with IT and Client Service Center Leadership to identify opportunities for CSC efficiency and inter-departmental seamlessness
  • Oversee all aspects of the client experience
  • Understanding of client service reporting and deep understanding of service levels; both current and historic
39

Customer Service Lead Resume Examples & Samples

  • Provides day-to-day supervision and technical assistance to customer service staff, and supports programs that drive team performance toward departmental and organizational goals
  • Directs customer service team toward achievement of operational goals
  • Oversees personnel needs of the department including coaching, training, and evaluating employee performance
  • High school diploma or G.E.D., and a minimum of one year call center experience is required
  • Associate's Degree, or equivalent experience, in Management, Business Administration or similar area of study, and four to six years of previous experience is preferred
  • Ability to work in and/or back-up all incoming call queues
  • Ability to cross train and develop CSR’s
  • Ability to perform IBC, Account Retention, Builders Desk and Dispatch support functions
  • Excellent verbal, written and analytical skills
  • Typing and computer skills – MS Office
  • Ability to multitask and to react well under pressure and treats others with respect
  • Adapts and able to deal with frequent changes in the work environment. Flexibility is a MUST
40

Customer Service Lead Resume Examples & Samples

  • Coordinate, supervise and accountable for the daily/weekly/monthly activities of team members
  • Provide coaching and feedback to team members, including formal corrective action
  • Conduct annual performance reviews for team members
  • Manage a group both domestic and offshore team members
  • Mostly interact with Long Term Service Support providers
41

Customer Service Lead Position Resume Examples & Samples

  • Lead by example creating a strong ethos of customer service throughout the team
  • Maximise customer satisfaction results (NPS) through regular customer engagement and the highest levels of centre standards
  • Handle customer concerns, coordinating questions through to prompt resolution with the Global Service Centre (GSC) team on behalf of the customers
  • Hold regular community events in your centre
  • Ensure that all daily service charges are captured and entered into the billing system on a daily basis
  • Proven success in self lead generation and business development
  • Commercial, highly results driven
  • Previous P&L exposure
  • Ability to perform work accurately and thoroughly
  • A desire and passion to beat the competition and win
42

Customer Service Lead Resume Examples & Samples

  • Monitoring of sales activities and productivity levels to maximize sales productivity
  • Maintaining professional relationships with clients and/or customers
  • Maintain current product knowledge, including features and benefits of current program(s)
  • Maintaining a positive, motivating and high-energy working environment
  • Training and coaching Customer Service Representatives
  • Communication via emails, phone, face to face regarding project status
  • Participating in departmental and company meetings
  • Two-way communication w/Quality Assurance to identify areas of opportunity
  • Creating, displaying, and maintaining motivational techniques
  • Clerical duties including filing, faxing, photocopying and or various administrative duties as assigned
  • Working knowledge of Microsoft Office, Windows and computer proficiency is required
  • Leadership abilities, including the ability to supervise the activities of numerous people
43

Customer Service Lead Resume Examples & Samples

  • Handles walk-in customer service activities related to E-ZPass, Invoices, and violation inquiries and all duties that a Customer Service Representative performs
  • Researches and resolves customer issues
  • Writes and receives correspondence via fax, mail, and email
  • Processes customer service adjustments, feel reversals, toll adjustments and other reversals/adjustments transactions as needed in the system
  • Assists in resolution of escalated issues by monitoring, reviewing and resolving issues that are flagged for follow-up in the system
  • Assists Storefront Supervisor in addressing escalated issues that occur on the call center floor
  • Assists Storefront Supervisor in providing daily direction and communication to employees to ensure customer are answered in a timely, efficient, and knowledgeable manner. Must be available to employees who experience work-related problems providing appropriate coaching, counseling, direction, and resolution
  • Knowledgeable in processing transactions and video bills into the system; receiving and processing payments; updating accounts and notices; and opening new accounts
  • Provides feedback to Storefront Supervisor on issues and/or training opportunities identified through assistance to storefront staff, escalating performance issues, as observed, to the Call Center Supervisor for corrective action as required
  • Works as a lead of special or on-going projects that are important to area/process improvement
  • Performs other tasks as assigned
  • 2 years of related work experience
  • Strong process, analytical and organizational skills
  • Demonstrated productivity in a team environment, focusing on customer satisfaction
  • Highly developed sense of integrity and commitment to operational excellence
  • Effectively communicate via written, verbal, and electronic correspondence
  • Must possess strong computer skill-sets with emphasis on MS-Office products such as Excel, Access, PowerPoint, and Word are highly desirable
  • Previous experience as a Call Center supervisor
  • E-Z Pass Toll Experience in New Hampshire is preferred
44

Customer Service Lead Representative Resume Examples & Samples

  • Basic knowledge of FDCPA required
  • Ability to provide effective training, coaching and mentoring
  • Ability to work in a team setting and be supportive of the team members
  • Ability to work successfully in a fast paced environment with frequent interruptions
  • Internal Candidates: 1-2 years of experience, preferably within the same department. Must have a documented record of above average performance, knowledge, skills and ability
  • External Candidates: 1-2 years of prior experience as a lead, trainer, or supervisor in a medical/hospital/ insurance related field
45

Customer Service Lead Resume Examples & Samples

  • Serves as the first line resource for registration staff. Maintains a thorough knowledge of staff procedures for the purpose of staff coverage
  • Provides orientation for new employees and offers feedback to supervisor/manager throughout onboarding process. Provides on-going training to employees, maintains training, policy and procedure manuals, and disseminates information to staff
  • Informs supervisor/manager of any problems or issues pertaining to, but not limited to, registration or scheduling polices or processes
46

Customer Service Lead Resume Examples & Samples

  • 3+ Years of customer service experience
  • 1-2 years team lead experience in contactcenters preferred
  • Must be detail and service orientated
  • Industry pluses: classified listingswebsites, travel websites, online advertising, or B2C websites
  • Experience with business support softwareapplications such as MS Office (Word, PowerPoint, Excel, Visio, etc.), Adyen,Oracle required
  • Working knowledge of Salesforce and WFM toolsstrongly preferred
  • Strong verbal and written communication skillsare a must
  • Good people and interpersonal skills to buildeffective relationships with all levels of professionals
  • Ability to plan well and prioritize work
  • Good decision-making, IT, andcross-departmental communication skills
47

Customer Service Lead Resume Examples & Samples

  • Maximize company sales growth and profitability by increasing sales and resolving critical customer service issues in order to deliver an engaged experience to every customer, every time
  • Act as the liaison between the customer and the customer service associate, sales associate and sales manager
  • Identify and coach sales associates and customer service associates on appropriate internal and receipt notes, sales skills and recovery options
  • Provide specific feedback about performance directly to associates and share observations with the sales manager
  • Lead the customer service associates and conduct regular developmental conversations and meetings, as directed by the sales manager
  • Coach customer service associates on exceptional sales performance
  • Assist with the training of new and seasonal customer service associates at the time of hire and ongoing
  • Oversee an effective communication system to ensure all orders/issues are followed up on within a timely manner
  • Maintain an awareness of all product information, intranet communications, and current advertising and marketing initiatives and communicate all pertinent information to store associates
  • Maintain an awareness of all available resources, including customer service standards and guidelines, as well as additional furniture resources, as applicable
  • Oversee and monitor essential financial reports
  • Communicate the options and parameters for resolving issues to customers, customer service associates and/or sales associates
  • Follow up with resolved customer issues in writing for those difficult and/or complex situations
  • Manage the follow up process to customers, and respond to customers within the time frame promised
  • Communicate on a regular basis with the sales manager concerning all aspects of customer service issues
  • Communicate effectively and efficiently with all company associates in both written and verbal form
  • Actively lead weekly customer service meetings, and general office meetings to maintain an awareness of current customer service issues
  • Participate in ongoing training regarding technology upgrades and new systems
  • Customer service or management experience preferred
  • Excellent communication and strong problem solving skills
  • Telephone presence and interpersonal skills
  • Data entry and basic math skills
  • Must be available to work a flexible schedule including weekends and holidays
  • Experience in a call center environment analyzing and solving escalated and intricate situations preferred
48

Customer Service Lead-contact Center Resume Examples & Samples

  • Monitor contact center performance to ensure department standards for resolution and answer timeframes are met. Assign and realign resources as well as alert management team as needed
  • Handle escalated calls when a customer requests to speak with a supervisor
  • Escalate unresolved customer related issues as well as contact center representative issues to supervisor/manager when needed
  • Review and accurately research and resolve Customer Service tickets within department guidelines
  • Assign non-phone activity to the floor as needed
  • Minimum 2-3 years experience in a Call Center/Customer Service environment in a lead/supervisory role
  • Ability to analyze, organize and make sound decisions and knowledgeable recommendations
  • Ability to multi-task in a fast pace environment
  • Familiarity with web chat and social media
  • Bachelors or Associate degree preferred
  • Strong computer skills including Microsoft Outlook email system, Word, and Excel
  • Outstanding listening, interpersonal, written and verbal communication skills
  • Ability to handle customer inquiries and complaints as well as the ability to diffuse situations with a calm and methodical manner
  • Ability to multi-task, analyze, organize, and make sound decisions and knowledgeable recommendations
  • Proficient in time management and ability to prioritize critical tasks as well as delegate appropriately
  • Ability to work independently with minimal direction
49

Customer Service Lead Resume Examples & Samples

  • Train, motivate, and retain quality Customer Service Representatives
  • Lead and assist the team through a customer centric focus with a sales friendly attitude
  • Effectively communicate with the employees by monitoring the numerous functions of the phone system
  • Utilize the self-discovery and coaching model
  • Monitor and review performance while providing feedback in a professional and timely manner
  • Ensure compliance with customer service standards and PCI requirements
  • Communicate new promotions, pricing and policies, and ensure all CSR’s are providing accurate information to customers on a consistent basis
  • Partner with key internal departments(Ex. PM Team, Planning, Accounting etc.) to resolve customer issues, while maintaining the optimal customer service experience
  • Set expectations and hold CSR’s accountable
  • Assist Customer Service Representatives and Senior CSR’s with achieving personal and team goals
  • Ensure that customers questions and problems are resolved properly and quickly
  • Support and promote all company and departmental service and quality initiatives
  • Provide management with consistent feedback concerning CSR’s performance
  • Define, develop, and refine call center training and review processes and procedures
  • Manage customer files and make updates as necessary
  • Independently resolve common issues and collect detailed information to aid in decision making
  • Display proficiency in all call center operating systems and procedures
  • High school diploma or equivalent required; Associates or Bachelor’s degree in Business or other related field preferred
  • 1-3+ year(s) of supervisory experience required, preferably in telesales, retail or hospitality industries
  • Proficient use of Microsoft Office programs including Word, Excel and Outlook, and other Windows based applications
  • Ability to handle sensitive and confidential information and situations
  • Unquestionable integrity and a team player with a proven track record of winning the trust and confidence and trust of colleagues
  • Demonstrated successful sales history in a results-oriented culture
  • Ability to listen and communicate effectively with staff, as well as all levels of management
  • Ability to gather and summarize data, find solutions, and prioritize work
  • Must have great motivational skills and proven ability to coach and develop personnel
  • Motivated to perform repetitive actions with a strong work ethic
  • Must have strong follow-up skills
  • Strong time management, planning, organizational and critical thinking skills
  • Ability to adapt to a fast-paced and changing work environment
  • Ability to handle multiple functions at one time while paying strict attention to detail and deadlines
  • Professional manner, appearance, and dress
  • Houston, Texas area resident
  • Ability to pass a thorough background check
50

Customer Service Lead-malaysia & Singapore Resume Examples & Samples

  • Lead the onsite Managed Services team members in Malaysia and support engineers in Singapore in daily operations related to End User Computing
  • Monitor and resolve daily incidents (SRQ), request (RQI) and change (CHT) tasks
  • Coordinate planned and ad-hoc projects and assignments with team members and relevant parties involved (e.g. Stock count exercise, technology upgrade, etc.)
  • Coordinate with internal and external second / third level support teams in resolving incidents
  • Coordinate with external vendors or suppliers in delivering requested IT services
  • Review the SLA/SLO performance with service providers prior to regular discussions with Information Services team
  • Ensure all EUC staff are well equipped with the necessary knowledge to provide run and support to users
  • Conduct new Information Services orientation and briefing (if any)
  • Coordinate with service providers on resource availability, leave and replacements to ensure that EUC support is continuously provided to users
  • Perform research and analysis on new technology to cater for and improve user experience
51

Customer Service Lead Resume Examples & Samples

  • Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the After Selling, Returns, Cash lanes, Home Deliver, Handout and Car Loader Area
  • Monitors SAMS Precision and follows up, working to resolve customer issues as quickly and efficiently as possible
  • Secures accurate money handling (voids, price overrides, etc.) and oversees money handling security routines
  • Implements working routines, competence development and follow-up of Commercial Review and Compliance (ASR) related to the role and functions
  • Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI's and root cause analysis to make future improvements
  • Ensures co-workers' competence on system knowledge (SAMS, ISELL, IPOS, COGNOS, etc.) and keeps the work areas efficiently equipped and effectively covered at all times during operating hours
  • Conveys the IKEA values and nurtures a strong IKEA culture that inspires and empowers co-workers to extraordinary achievements
  • Minimum of 3 years experience in retail selling
  • Understanding of what excellent customer service looks like
  • Ability to prioritize and organize my work and the work of others in order to make the most efficient use of time available
  • Ability to inspire and effect change
  • Knowledge of basic math and formulas
  • Knowledge of appropriate business practices and procedures
  • Knowledge of cash handling procedures
  • Knowledge of local market and competition in order to support innovative methods of meeting and/or exceeding business priorities
  • Knowledge of computers and computer functionality
  • Knowledge and understanding of customer service standards, routines, and best practices
  • Knowledge of customer traffic flow patters
  • Knowledge of home furnishings
  • Knowledge of appropriate office practices and procedures
  • Knowledge of applicable policies, laws and regulations
  • Knowledge of products and services
  • Knowledge of merchandise return standards
  • Knowledge of spreadsheets
  • Knowledge of store opening and closing procedures
  • Knowledge of Microsoft Office Suite
52

Customer Service Lead Resume Examples & Samples

  • Greet patients and other clinic visitors with respect and consideration
  • Answer all incoming telephone calls and route them to the appropriate department and/or personnel
  • Direct, train, and oversee the customer service representative team on daily performance and providing excellent customer service to patients and employees
  • Supervise the customer service representative team and lead by example when providing customer service and is aligned with EVCHC’s mission and core values
  • Assist in identifying the reason for calls and respond accordingly
  • Schedule, reschedule, confirm, or cancel appointments by phone and in person
  • Confirm returning patient demographics
  • Record and relay messages to appropriate personnel
  • Distribute incoming mail
  • Prepare outgoing mail for pick-up
  • Cashier responsibilities for all patients
  • Other job duties as assigned
  • Professional office appearance is required
  • Prior HealthCare experience a must
  • Minimum 2 years of Customer Service experience
  • Excellent customer service skills including good phone manners to care for patients and guests on a continual basis
  • Bilingual in English and Spanish preferred but not required
  • Good language and communication skills
  • Patient relations and interpersonal skills required
  • Work requires periods of standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, speaking, hearing, seeing and ability to articulate clearly, use of hands to finger, reaching with hands and arms
  • Ability to stand, sit, stoop, kneel, and bend in order to speak to patients
  • Ability to write notes, treatment plan comments, track records and reports
  • Ability to work productively in a small office space used by multiple employees
  • Ability to respond appropriately to staff and patients with regard to their medical needs; must communicate patient complaints to providers and issue final instruction and patient education as directed by the medical provider
53

Customer Service Lead, Retail Resume Examples & Samples

  • Manage Customer Service Representatives (CSR’s)
  • A High School Diploma or GED
  • A minimum of five years of customer service experience
  • EDI order transmission experience (understanding of business flow, errors, etc.)
  • Solid interpersonal and analytical skills
  • Strong skills using MS Word, Excel (pivot tables and analysis) and Outlook
  • The ability to make rapid and productive decisions in a fast-paced environment
  • The ability to escalate as required and have a high level of responsiveness
  • Ability to work overtime or occasionally on weekends with short notice
  • Must be eligible to work in the United States for any employer
54

Customer Service Lead Resume Examples & Samples

  • Provide processing support for complex Customer Services issues on multiple systems
  • In the absence of management, redistribute incoming work to ensure all department Service Level Agreements are met
  • Respond to escalated issues referred from other Customer Service Associates through prompt analysis and final resolution
  • Analyze and resolve complex issues from system generated reports
  • Perform quality audits of other Customer Service Associates completed work and communicate audit results to supervisors
  • Collaborate with third party system administrators to troubleshoot and resolve system related issues on the various equipment and software used in department activities
  • Work closely with the department trainer to provide assistance as needed for individual associate training, presentations in department meetings, procedure documentation, etc
55

Customer Service Lead / Supervisor Resume Examples & Samples

  • Under the Customer Service Manager, this position leads & supervises the Customer Service team in your location across three offices
  • Facilitate sales skills training & development, hard goods technical training and weekly meetings with the team to ensure they are up-to-date on all system & company procedures
  • Remain current on all hard goods technical training to be able to immediately respond to customers’ questions over the phone as well as relay any Shimano warranty issues to the team
  • Be the go to person to manage any customer complaints with the ability to professionally represent and convey company policies and procedures to staff and customers
  • Partner with the credit and DC teams daily and be the liaison to communicate any shipping delays to the team
  • Review phone service levels and ensure all staff members are accomplishing intended results
  • Identify areas of opportunities to improve team Shimano business practices (system issues, process issues, staff issues, etc.) and work to create and implement processes that will solve those issues
  • Work in conjunction with the CS Manager to implement any new CRM/COD solutions and keep staff up to date on training
  • Responsible for creating a training schedule for new hires and keeping them on track to be prepared to answer phones in a 4-5 week time period
  • Conduct mid-year and year-end review of the territory sales leads in your location
  • Alert departments if and when the B2B site is not functioning, orders are not shipped or when customers are unable to get in contact with credit and accounting team
  • Be a part of the interview process of candidates and assist with the hiring decision process
  • Understand the phone reporting system and be able to pull weekly phone data that will be presented to the senior management team on a weekly basis
  • Demonstrated capability to be the point person in resolving difficult issues that arise
  • 3-5 years’ experience, preferably in the cycling industry in either inside or outside sales or customer service background
  • Demonstrated knowledge of employee training and development, performance management, scheduling and conflict management
  • Demonstrated knowledge of Shimano & Pearl iZUMi products and be able to trouble shoot any warranty issues that might occur with independent bike dealers
  • Very detail oriented and able to help analyze call data, establishing metrics and ensuring team is giving best customer support possible
  • Proficiency using Microsoft Office - Word, Excel, PowerPoint, and Outlook
  • Clear written and verbal communication skills are necessary
  • Works well in a team environment
  • Ability to maintain confidential information and analyze data to resolve issues quickly and professionally
  • Ability to organize and prioritize work effectively
  • Ability to communicate and overcome barriers while meeting deadlines
56

Retail Customer Service Lead Resume Examples & Samples

  • Assist in the delegation of work by providing clear, concise direction to Outfitters and following up to ensure proper execution
  • Support the Manager with motivating, engaging, coaching and training fellow Outfitters
  • Lead a team of 3 to 5 Outfitters in the department
  • Provide legendary customer service every time by assisting customers in making buying decisions and identifying or evaluating customers’ needs and making recommendations based off of this analysis
  • Promote Cabela's programs, including In Store Pick-Up and Voice of the Customer
  • Use current POS and SAP systems to accurately and appropriately complete customer transactions following all policies, including those requiring checking for identification and age requirements
  • Process returns and other special orders such as holds and outdoor licensing
  • Assist with weekly and monthly auditing of licenses, holds, returns and gift cards
  • Ensure visual presentation standards are met by up-keep and maintenance including, but not limited to, in-store signage, merchandise recovery/front facing, restocking, remerchandising, dusting, and vacuuming sales floor as needed
  • Respond to and handle customer issues by using good judgment, logic in solving problems and making decisions within the job scope and
  • Assist in other areas of the store when needed
  • Experience in Retail or Sales, specifically with processing cash, credit and debit transactions
  • Must be able to obtain a Firearms Possession and Acquisition License (PAL)
  • Must be able to stand and walk for long periods of time
  • 1 or more years of supervisory experience in Sales or Service environment would be considered an asset
  • Passion for the outdoor lifestyle
  • Demonstrated ability to take initiative and action quickly
  • Excellent problem solving and critical thinking skills
  • Passion for customer service
57

Customer Service Lead Resume Examples & Samples

  • Exceptional ability in implementing multiple assignments
  • Flexible and adapt well to changing organizational needs
  • Excellent phone etiquette
  • Experience in a fast-paced environment
58

Associate Customer Service Lead Resume Examples & Samples

  • Proving quoting support including the use of appropriate terms and conditions, adherence to pricing guidelines with appropriate escalation when warranted
  • Process customer product, software and service orders in an accurate and timely manner along with customer notification and document storage
  • Update database, spreadsheets, and files with information on customers and shipments
  • Ensure timely contract close-out, extensions and renewals
  • Coordinate return of products with customers generated by technical support team , end of rental period and trade-in requirements
  • Ensure signed contracts are communicated to all relevant parties to provide awareness and visibility along with interpretation support and archive adherence
  • Valuation of lost or stolen equipment and valuation of rental equipment not returned or for customer purchase
  • Create and distribute routine reports in a timely and accurate manner
  • Maintain supply levels of department materials
  • 3 years administrative experience
  • Proficient in Microsoft Word, Excel, Outlook, and Sales Force
  • 5 years administrative experience preferred
  • Experience entering data into Microsoft Access
  • Very detail-oriented
  • Able to manage multiple projects
  • Customer-centric
59

In-store Customer Service Lead Resume Examples & Samples

  • High school diploma or general education degree (GED)
  • 1 Year of supervisory or managerial experience
  • Familiarity with standard branch technology and teller equipment
60

Customer Service Lead Resume Examples & Samples

  • Supervisory experience is preferred but not required
  • Parking industry experience is required
  • Must be open to feedback, differing opinions and other points of view
  • Demonstrates the ability to seek improvement
  • Excellent teambuilding and interpersonal skills
61

Customer Service Lead Resume Examples & Samples

  • Support a team of representatives in accordance with company protocols
  • Assist the supervisor to ensure that Representatives are appropriately trained, are following correct procedures, and maintaining a high degree of quality. Work with their Supervisor in managing daily work assignments and workflow
  • Participate in handling of escalated calls, and document and track call types to identify trends and opportunities for performance improvement
  • Participate in the resolution of complicated customer concerns, interacting with other teams and departments to facilitate and expedite resolutions of issues
  • Daily supervision of outbound and inbound calls; daily management of service levels of all customer service email boxes, faxes and correspondence
  • Resolve escalated customer complaints and address department inquiries
  • Participate in special assignments; serve as committee or team member on various projects
  • Overtime may be required to support customer service levels and special projects
  • Strong interpersonal skills with the ability to work effectively with individuals at all levels
  • Ability to effectively negotiate and resolve issues and conflicts for internal and external customers
  • Flexible team player with ability to function and adapt to a dynamic environment
  • Strong proficiency with Internet, Windows-based PC, intermediate to advanced skills and understanding of and Microsoft Word and Excel
  • Oracle Experience and Avaya a plus
  • Experience in ACD systems and scheduling software
  • Bachelor's degree or equivalent years of experience in related field
  • Minimum 2 years experience in a fast-paced inbound / outbound customer service environment or sales environment
  • Accountable
  • Communicative
  • Customer Centric
  • Knowledgeable
  • Team Oriented
62

Customer Service Lead Resume Examples & Samples

  • A minimum of one year supervisory experience
  • Bilingual Required (English, Spanish, German, French, Italian)
  • Must possess strong and creative problem solving skills
  • Proven people management experience is essential with the ability to coach, mentor and motivate
  • Working knowledge of Windows XP operating systems, proficiency in MS Outlook, Word and Excel
  • Ability to type a minimum of 35 wpm
  • May have to work a flexible schedule to accommodate business needs
  • Basic knowledge of ATM models
  • Must be able to successfully pass all applicable background screening tests
63

Region Customer Service Lead-manitoba Resume Examples & Samples

  • 55% People Leadership
  • Leads and provides support for up to 18 CSAs, including talent selection, training and onboarding, in collaboration with the Location Operations Manager
  • Ensures performance goals and development plans are implemented
  • Provides everyday coaching, mentoring, and performance management
  • Supports, manages and monitors CSA work capacity and balances workload as needed
  • 20% Customer Service Administration
  • Ensures the accuracy and integrity of daily processing of Customer facing focused transactions for both Grain and Crop Inputs product lines
  • Ensures a standardized approach on execution of administrative transactions within the region
  • Establishes and monitors key metrics and productivity results against regional targets
  • Manages the effective coordination of administrative processing between the location and the Regional Service Centre
  • Supports the development of administrative procedures and processes, participating in system enhancements and testing
  • Coordinates with the Location Operations Managers, scheduling of CSAs vacation and seasonal needs to ensure high level of customer service is maintained
  • Support the development and continuous improvement of administrative processes, trend analysis and staffing analysis
  • 15% Collaborate on Customer Solutions Strategies
  • Partners closely with the Regional Sales Leaders and Location Operations Managers to ensure alignment and understanding of strategic initiatives, and processes to allow for a positive customer experience, and efficient, effective downstream administrative processing
  • Executes customer solution strategies from an administrative perspective, ensuring alignment with Accounting & Finance, and Product Lines on processes, required controls and financial impacts
  • 10% Internal Control and Compliance
  • Supports the internal control environment and the total compliance of all its operations and services with internal and external (but not limited to) reconciliations, financial reporting, value preservation, guiding principles, etc
  • Bachelors degree and 3 years business experience or 4+ years equivalent experience
  • Demonstrated commitment to customer service
  • Demonstrated principled leadership and sound business ethics as outlined in Cargill’s Leadership Model and Guiding Principles
  • Demonstrated high levels of interpersonal communciation, written and verbal communication, and documentation skills
  • Proven commitment to internal control
  • Demonstrated strong organizational and prioritization skills with ability to set goals for a team
  • Proven ability to deal effectively with change
  • Proven strong decision making, strong problem solving and resolution skills
  • Demonstrated ability to collaborate
  • Ability to make frequent trips to various locations in the region
  • Demonstrated profficiency of MS Office, Word, Excel PowerPoint & Outlook
  • Demonstrated initiative, analytical, problem solving, and decision-making skills with a strong focus on continuous improvement
64

Customer Service Lead-international Resume Examples & Samples

  • Lead a high-quality work environment so team members are motivated to perform at their highest level
  • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Writes and administers performance reviews for skill improvement for each direct report
  • Provide metrics, performance feedback, and coaching on a regular basis to each team member
  • Ensure team has appropriate training and other resources to perform their jobs
  • Work as a member/leader of special or ongoing projects that are important to team/process improvement
  • Coordinate the processing of international order entry and execution of orders from customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
  • Interface with all international partners: freight forwarders, brokers, and customs contacts to ensure compliance on international systems
  • Ensure fax, email, and written mail orders are addressed within 24 hours
  • Ensure discrepancy claims are reported, researched, and provide appropriate follow-up
  • Maintain familiarity with current sales specials and assist customers with promotional orders
  • 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
  • Research chargeback claims, provide Proof of Deliveries (POD), etc
  • Manage backorder maintenance and generate pick-up tags for returns
  • Provide accurate customer feedback regarding products and services
  • Communicate effectively with internal and external customers and customer support staff
  • Provide assistance/support to other areas of the business
  • 3-5 years prior customer service experience, required
  • 2 or more years’ prior supervisory experience, required
  • Experience with international shipping (freight forwarders, brokers, and customs), preferred
  • Bilingual (English/Spanish), required
  • Experience with a multi-line phone system
  • Computer skills, Microsoft Office Microsoft Excel (Intermediate)
  • Experience with JD Edwards Enterprise One, preferred
65

Customer Service Lead Resume Examples & Samples

  • Drive customer retention through great service and focused customer engagement
  • Ensure your customers are invoiced accurately and payments are collected on time
  • Serve as the primary backup for the Area or General Manager including (as needed) conducting customer needs analysis meetings, and taking customers on tours
  • Support new company initiatives, including the implementation of new tools and systems to improve efficiency
  • Ensure that the centre is ‘show ready’ at all times
  • Ability to communicate effectively and professionally in both local language and English (written and oral)
66

Customer Service Lead Resume Examples & Samples

  • Provides feedback to supervisor/manager for Annual Performance Reviews
  • Assists in overseeing daily work output to include adjustment of break periods as needed, controls periods of non-productivity and ensures daily operational goals are met
  • Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team
  • Serves as point person for software and process questions or concerns. In conjunction with Supervisor or Manager, facilitates resolution of issues. Prepares and disseminates effective communication of issue resolution to staff
  • Other duties as assigned by supervisor/manager
  • Assists with interview processes of potential employees
  • Assists with any special projects as assigned
  • Assists or compiles information for applicable management reports
  • One (1) year experience as a Customer Service Specialist
  • One (1) year experience in Revenue Cycle in a Hospital/Medical Office setting
  • A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state health insurance program
67

Customer Service Lead Resume Examples & Samples

  • Monitor progress of assigned work and call volumes
  • Answers questions from group and assists in determining how to resolve problems
  • Works closely with team to accomplish goals and objectives
  • Prepares required reports and logs
  • Ensures company policies and procedures are followed, and other duties as assigned
  • Works to foster positive relationships
  • Ideal candidate will possess 1-2 years customer service experience
  • Ideal candidate will possess 1-3 years of supervisory experience
  • Must meet blue pumpkin standards
  • Experience with Microsoft Office Applications
  • Demonstrated excellent organizational skills
  • Demonstrated ability to multi-task
  • Ability to motivate teams
  • Demonstrated ability to present solutions to problems
  • Must have excellent oral and written communication skills and be a good listener
  • Provide friendly and confident service to customer
  • Demonstrated self starter
68

UGE Customer Service Lead Resume Examples & Samples

  • Authorize time and attendance exceptions
  • Greet customers
  • Previous service related experience helpful (retail, hospitality, etc.)
69

CB Customer Service Lead Resume Examples & Samples

  • Focus on meeting the customer’s expectations by utilizing all resolution options
  • Maintain the hold and transfer shelves
  • Support sales staff by assisting with all aspects of the sales process
  • Ensure full understanding of all products and have a continued awareness of the most current information available
  • Work with vendors regarding return and repair authorization and chargebacks
  • Microsoft Office Suite (Word, Excel)
  • Ability to move and/or lift up to 50 lbs; heavier merchandise with team assist
70

Customer Service Lead Resume Examples & Samples

  • Provide Customer Service support for all India Seeds-Veg & FC customers based on the request of Sales Team. Manage all customers including farmers end to end support on queries/ compalints/ Pos/ bills clearances
  • Support in Customer Service for all Sales related queries from external customers and manage all accounts with Liasion with respective functions
  • All India Customers Seeds Order Management- Creating Sales and Return Orders for all India Seeds-Veg & FC customers based on the request of Sales Team, check proper approval of sales team, CU Head & FBP for Return Orders, Coordinate for Open Orders with concern sales team & C&F, Closing open orders on timely basis, Manage overall order flow and Support for order processing till invoicing, Remove block for Rebate & Return order as confirmed by AR Team. Perform various testing for new enhancement organization structure changes for implementation of DMS project
  • DMS failed PO management- Track DMS Failed PO for Seeds and CP, coordinate with respective Sales Team, Support Team, AR Team & MDM Team and take Corrective actions. Send DMS reports to support team on timely basis
  • Seeds Customer care Service - Toll free number calls handling – Attends All India Seeds Farmers/Customers calls, inform query/ complaints respective sales team on mail and follow-up with team to ensure for smooth closure of the queries /complaints , Sends reminders on open queries to RSM, ZSM & CU Head to close the same
  • Customer Complaint Settlement Processing- All CU's Customer Complaint Settlement Document Verification as per SOP, Co- ordinate with Sales Team for pending documents, Seek all stake holders approvals, Issue Complaint Settlement Letter, Keep the document’s in records for Audit purpose, Manage- SOP documents in Reliance ETQ tool, Send fortnightly ETQ report to WC-1 CU Head
  • Strong co-ordination with other employees in the commercial unit for effective business delivery
  • Any other responsibilities as assigned by senior managers from time to time including Country/CU projects
  • Sales and Marketing principles, particularly around agri-customers, marketing know-how, financial transactions
  • Understanding of agri and rural marketing concepts and methods
  • Proven track record in in Customer service sales (minimum 4-5 years)
  • Proven track record in being a good team player and team management skills
  • Strong ability to understand customer needs, structure and business drivers
  • Influencing capability of stakeholders
  • Handling pressure of multiple customer coordinations in various regions of the CU
  • Communicates with impact
  • Focuses on customers
  • Collaborates across boundaries
71

Customer Service Lead Resume Examples & Samples

  • 2 – 4 years Customer Service and Sales experience
  • Effective communicator, comfortable interacting with customers and internal partners in a professional manner in person and via the internet
  • Must be computer literate and able to learn required software programs including NetSuite and SAP