Customer Service Team Lead Resume Samples

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FV
F Veum
Fanny
Veum
25092 Ivah Centers
Houston
TX
+1 (555) 179 2542
25092 Ivah Centers
Houston
TX
Phone
p +1 (555) 179 2542
Experience Experience
Houston, TX
Customer Service Team Lead
Houston, TX
Hintz, Schmidt and Bauch
Houston, TX
Customer Service Team Lead
  • Assisting with the performance management of the Customer Service team (internal and external)
  • Assigns and monitors work and reviews progress of work with employees, management and trainers
  • Team Leads will perform most of their function taking escalated calls from their workstation and additional work related functions
  • Coordinating with Work Force Management to distribute work effectively and efficiently
  • Strong performer at Sr. level plus routinely provides work direction and training for employees at Sr. level and below; and
  • Assigns and monitors work and reviews progress of work with employees, management and trainer
  • Supervises a team of employees, providing guidance and development through coaching and formal performance reviews
Philadelphia, PA
International Customer Service Team Lead
Philadelphia, PA
Hessel, Daniel and Legros
Philadelphia, PA
International Customer Service Team Lead
  • Responsible for the Performance management of the team, ensuring that the ‘On TRaCC’ performance management process is maintained and that team members receive relevant and timely feedback on an on-going basis
  • Responsible for optimising revenue each month and Quarter end in collaboration with commercial team
  • Minimising “at risk “orders, escalating potential issues in a timely manner
  • Cross functional collaboration to eliminate potential issues to minimise customer and revenue impact
  • Continuously review opportunities to maximise revenue through quote to order conversion
  • Building relations with commercial and key accounts via regular meetings
  • Measure, monitor and report on established Customer service KPI’s ensuring that they are met on an on-going basis
present
San Francisco, CA
E-commerce Customer Service Team Lead, LA
San Francisco, CA
Hagenes LLC
present
San Francisco, CA
E-commerce Customer Service Team Lead, LA
present
  • Provide leadership, guidance and continuous mentoring to Customer Service team
  • Assist with training of new Customer Service team members
  • Make decisions based on what is best for the customer while protecting our brand
  • Positive communication with customers to provide our luxury service standards
  • Provide professional etiquette via phone, chat, e-mail communications
  • One call resolution belief system
  • Critical thinking to drive for solutions to issues
Education Education
Bachelor’s Degree in Intellectual Curiosity
Bachelor’s Degree in Intellectual Curiosity
Georgetown University
Bachelor’s Degree in Intellectual Curiosity
Skills Skills
  • Strong knowledge of printing process and pricing or ability to learn quickly
  • Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accura
  • Proficiency in core computer systems (Microsoft- Excel, Outlook) with strong written, verbal and, professional communication skills
  • Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
  • Ability to communicate effectively and professionally, strong verbal and written communication skills
  • Detail oriented, ability to multi-task, and highly organized
  • Excellent customer service skills. Ability to work with all levels of staff and management
  • Strong multi-tasking, attention to detail, team and analytic problem-solving skills
  • Strong problem solving capability
  • Strong cold calling skills, hunter mentality and the ability to self-source
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15 Customer Service Team Lead resume templates

1

Customer Service Team Lead Resume Examples & Samples

  • Educates clients and advisors on the company's systems, processes, and policies
  • 3 to 5 years of relevant experience
  • Experience with Columbia Threadneedle Investments customer service procedures and policies
  • Previous leadership experience
  • Demonstrated skill in troubleshooting and identifying root causes and resolving issues
2

Customer Service Team Lead Resume Examples & Samples

  • Invoice and prepare customs and shipping documentation for customer shipments as required
  • Maintain and track customer-owned returnable containers and follow proper protocol
  • Enter and transmit Advanced Ship Notices or Dispatch Advices to customers after each shipment, with both timeliness and accuracy
  • Monitor Customer Delivery System as per specified times (eg: Chrysler 5x Daily, FORD 5x daily); answering shortages etc, while maintaining data integrity within the system
  • Create report, distribute and file missed shipment documentation as required
  • Interface with planning in Assembly/press/secondary for promise dates for customer on any missed shipments or internal supply issues
  • Work with planning team and ensure systemic issues are addressed and corrective action in place
  • Supervises a team of employees, providing guidance and development through coaching and formal performance reviews
  • Establish customer service policies and procedures are in place and maintained to support TS16949 requirements
  • Provide reports regarding on time delivery and other areas as directed and initiate corrective actions as required to support company policies and objectives
  • Interface with planning, assembly and shipping to ensure attainment of 100% on-time delivery
  • Monitor outbound/Inbound premium freight costs through Transportation system
  • Establishes and maintains internal, customer and supply contacts
  • Completes daily/weekly/monthly metrics to support QOS
  • Involvement in the accident/incident investigation program, determining root causes, correct actions and following-up to ensure completion
  • Correct unsafe acts or conditions, ensuring health and safety policies are followed
  • Review departmental procedures for improvements and recommendations
  • Conduct Layered Process Audits
  • Completion of high school or equivalent
  • Minimum of grade 12 (high school) diploma
  • Post-secondary education in inventory management preferred
  • Minimum of 3-5 years experience in customer service in a related manufacturing environment
  • Previous supervisory experience preferred
  • Proficient in Microsoft Office (especially Excel) as well as MRP (Materials Requirement Planning)
  • Coordinates the Work of Others
  • Leads by Example
  • Makes Decisions
  • Resolves Conflict
  • Attends to Details
  • Communicates Effectively
  • Focuses on Continuous Improvement
  • Multi-Tasks
  • Responds Appropriately to Crisis Situations
  • Interpersonal and Customer Service
3

E-commerce Customer Service Team Lead, LA Resume Examples & Samples

  • Provide leadership, guidance and continuous mentoring to Customer Service team
  • Assist with training of new Customer Service team members
  • Lead through consistent communication to team
  • Provide professional etiquette via phone, chat, e-mail communications
  • Critical thinking to drive for solutions to issues
  • Communicate customer feedback to appropriate VINCE. team members
  • Exemplary follow through to ensure a timely response and resolution on any issues
  • Understand brand policies and procedures
  • Additional tasks may be assigned
  • Must have a minimum of three (3) years of experience in a lead role in customer service, call center, retail, preferably gained in the apparel, footwear, luxury environment
  • Proven leadership ability
  • Candidates must be motivated, patient, and detail-oriented
  • Must have computer skills including expertise with MS Office applications
4

Customer Service Team Lead Resume Examples & Samples

  • Maintain a fun, highly productive, efficient work environment and culture
  • Coach 20-50 Fan Advocates through data analytics and identifying systematic root causes impacting performance
  • Assist Supervisor in encouraging career progression and success for all team members
  • Coordinating with Work Force Management to distribute work effectively and efficiently
  • Constantly coach to metrics based on individual behavior trends from a defect reduction and process improvement stand-point
  • Quantify customer-facing issues through data analysis to seek improvements that drive contact reduction and increase efficiency
  • Provide routine and strategic performance feedback and take appropriate action to drive improvement
  • Work within assigned areas to become a subject matter expert for Fanatics customer service contacts and systems and drive continuous improvement
  • Act as first point of contact for escalated customer contacts
  • Convey process changes and important updates in a team, individual or small group setting
  • Interest in Sports / Sports Fan
  • Bachelor’s degree or some college preferred
  • Proven leadership experience and coaching experience, a must!
  • Demonstrated strong ability to coach to performance improvement
  • 3-5 years of customer service or contact center experience
  • Ability to work in a fast-paced environment, prioritize and multitask
5

Customer Service Team Lead Resume Examples & Samples

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • Support Customer Service Inbound with their KPIs, floor coverage, answering questions, taking escalated calls, de-escalating calls
  • Serve as the Manager On Duty when needed
  • Monitor, communicate and make recommendations regarding Customer Service productivity from all channels (Siebel, Kana, and Oracle)
  • Monitor calls for Quality Assurance purposes/scoring Ensure CSRs are in correct AUX status by reviewing reps’ skill levels and schedules
  • Support Work Force Management with CSR schedule compliance; maintain constant communication via Jabber and any other communication channel necessary
  • Produce various reports and distribute accordingly Support team supervisors by reporting CSR behaviors that impact customers and/or metrics Perform data analytics (Excel, graphs, etc. on historical data over time as needed/requested
  • Analyze impacts to Service Levels – drivers to metrics, including rep behaviors and NPS Ability to assist with projects/tasks as requested
6

Customer Service Team Lead Resume Examples & Samples

  • Coach and counsel to drive improvements in the team
  • Implement and execute company policies and procedures and setting priorities
  • Address good and bad behaviors in the team
  • Manage escalated complaints of hoteliers as well as customers by phone and e-mail, if necessary
  • Conduct monthly meetings with CSE's of your team to maintain focus and motivation on Customer Service standards and targets
  • Assist in and conduct, mid- and end-of- year performance reviews
  • Ensure coverage of TL line during opening hours
  • Replace and carry out activities of other Team Leads or the Customer Service Manager if needed
  • Assist in additional tasks and projects if needed
7

Customer Service Team Lead Resume Examples & Samples

  • Review CDD dispositions post review by branch teams
  • Work with branch teams to enhance quality of review by training and guidance on quality of reviews by sharing policy details and guidelines
  • Training – train the branches esp. new RMs on the process and quality and timeliness
  • Escalate any suspicious activity identified during the course of review
  • MIS – prepare branch wise MIS and escalate cases that are going beyond TAT
  • Exposure to quality tools
  • Experience in Quick screens and/or Mantas, O&T, controls would be preferred
8

Customer Service Team Lead Resume Examples & Samples

  • Implement Customer Service policies and procedures and directs activities that ensure the delivery of world-class service to our customers, while maintaining profitability
  • Serve as backup to other Customer Service roles, as needed
  • Assist with other duties or projects, as assigned
  • Leader – Must be willing to take risks, be self-confident, and have the ability to work with higher levels of management
  • Influence – Must be able to influence peers, leadership staff, internal, and external customers
  • Team Oriented – Must be willing and able to work closely with others to get the job done
  • Results orientation – Must consistently deliver results
  • Communication – Must be able to effectively communicate in both written and verbal forms
  • Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism
  • Associates or Bachelor’s Degree in Business Administration or related field preferred
  • 3+ years of experience in customer service
  • Experience with process excellence
  • Previous management experience preferred
  • Proficient with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint)
9

Customer Service Team Lead Resume Examples & Samples

  • Lead the customer service team to achieve agreed service levels and customer satisfaction, and manage the functions continuing development, all underpinned by a very effective order-to-cash process
  • Align departmental and individual objectives to the broader business goals, and drive required business changes and improvements across the department
  • Monitor the order book status against forecast and ensure that potential customer impacting issues are proactively resolved e.g. missing forecasts, credit blocks, supply issues
  • Focus on creating a high performing team through a program of on-going coaching, cross training and training, and developing the overall competency and ability of the team
  • Build engagement within the team by providing regular feedback on performance and developmental areas, team meetings, timely recognition and a strong interaction with key stakeholder groups
  • Ensure that Team Leaders are able to establish, communicate, train, and measure standards of compliance, work quality, efficiency and responsiveness of all team members
  • Work with peers in other regional or business teams to share and leverage best practices to raise the bar of the team and continually enhance our customers' experience
  • Monitor team workload and ensure that we always have sufficient cover, in terms of capacity and ability, to meet the needs of our internal and external customers
  • Act as the regional Business Process Owner for order-to-cash and e-commerce processes; proactively advise on improvement potential and opportunities, and delivering agreed improvement programs
  • Ensure that all team activities are in compliance with all Huntsman Corporate EHS, Business Continuity, Safety, SOX and business conduct policies and guidelines
  • Follows instructions and performs other duties as may be assigned by supervisor
  • Participates in Environmental, Health and Safety initiatives as set forth by the company
  • A minimum of a Business related Bachelor's Degree with 5+ years related experience
  • Must have a proficiency with Microsoft Excel, PowerPoint and Word
  • Strong interpersonal skills, including the ability to handle and manage conflict
  • Good organizational and analytical skills
  • Ability to multitask and prioritize workload to achieve objectives in a timely manner
  • Ability to think independently, make timely and accurate decisions and influence others
  • Prior experience of SAP enabled business processes and the integration points across the business functions
  • Knowledge of customs clearance is desired
10

Customer Service Team Lead Resume Examples & Samples

  • Communication - communicates clearly and concisely, verbally and in writing
  • Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Basic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accura
11

Customer Service Team Lead Resume Examples & Samples

  • Regular remote and side by side barge ins to ensureconsistency in call handling
  • Immediate call out to customers who gave theassociate a dissatisfied score in Customer Feedback & find the root causeof the dissatisfaction and offer the appropriate solution appropriate resolution
  • Solve customer grievances and confirmsatisfaction on solution provided
12

Customer Service Team Lead Resume Examples & Samples

  • Provide daily workflow direction to Account Specialists to ensure that customer needs are met in an accurate, timely, and professional manner. Provides quality feedback to account specialists and makes recommendations on SCORE & TLU ratings to Manager and Sr. Manager
  • Ensures best practices are consistently applied to account/order profile management, daily interactions with internal/external customers and supports/performs daily order processing activities as needed
  • Conducts end to end review of customer specific processes/requirements to align order processing activities and optimize on time shipping while minimizing chargebacks/penalties while working directly with Sales and Accounts to resolve issues
  • Use service issues an opportunity to evaluate and improve business processes. Gathers and analyzes information to make fact based decisions
  • Addresses issues outside the day to day job responsibilities in the form of special projects assigned by the CS Director or Senior Manager
  • Proficiency in core computer systems (Microsoft- Excel, Outlook) with strong written, verbal and, professional communication skills
  • Ability to articulate complex ideas; filter noise and focus on critical tasks
  • Ability to develop positive working relationships at various organizational levels and influence others to obtain goals. Comfortable giving/receiving feedback as well as delivering difficult messages
  • Solid understanding of Leadership principles such as: Coaching & Development, Empowerment, and Employees Engagement
  • Bachelor’s Degree and 2 years or more of industry experience or equivalent combination of education and related experience
  • 1 year or more related experience leading a team or project
  • Minimum of 1 year of experience in a role involving direct Interaction with external or internal Customers; use of problem solving skills to address customer and/or operational issues and ensure effective/long-term problem resolution; managing multiple and complex tasks; and prioritizing workload to meet deadlines
  • SAP proficiency preferred
13

Customer Service Team Lead Food NL & Non-food Resume Examples & Samples

  • HBO+/University or equivalent experience
  • Min 5 years experience
  • Experience at a manufacturing company is required
  • Experience with order to cash
  • Proven experience with leading a team through change
  • Customer service/focus experience
  • Fluent in Dutch and English (plus either French and/or German) Additional skills
  • Motivation skills
  • Strong team builder & player
  • Knowledge of SC processes (preferable)
  • Commercial affinity
  • IT affinity (ERP / transportation tools)
14

Customer Service Team Lead / Supervisor Resume Examples & Samples

  • Ensuring assigned work is completed accurately, and timely, in accordance with the applicable Service Level Agreements (SLAs), and in adherence to the projects Standard Operating Procedures, and the Statement of Work (SOW)
  • The Team Lead/Supervisor will work with other team leads, and the BPO manager, including those in remote locations, to create a cohesive and collaborative environment that values team success across all project aspects (delivery, quality assurance, training, communication, and reporting)
  • The Team Lead/Supervisor will be responsible for ensuring any new and/or updated materials involving the project are implemented and communicated to their team members
  • The Team Lead/Supervisor will be responsible for performing QA of correspondence, adhering to defined processes, and some call monitoring of his/her team
  • The Team Lead/Supervisor will coach the members on any identified areas needing improvement
  • The Team Lead/Supervisor will assist the BPO Manager in overseeing the day-to-day activities involving their team such as monitoring attendance, mentoring, providing project knowledge, escalating issues in a timely manner, attending and actively taking part in product improvement meetings, scheduling to ensure adequate and appropriate coverage during peak or high volume periods, and approving weekly time sheets
  • The Team Lead/Supervisor will be required to set future member expectations and perform quarterly and annual member performance evaluations
  • Possess two+ years of supervisory experience working within an operational environment as well as with Medicare and/or claims processing and appeals. Alternatively, candidates may possess a minimum of one year Medicare Secondary Payer experience with progressive growth and leadership responsibilities
  • Two+ years of experience working with No-Fault and/or Workers’ Compensation claims processing, appeals department preferred
  • Must have knowledge of and understand Medicare, medical terms, diagnoses codes, and processes, how to read and decipher an Explanation of Benefits (EOB)
  • Strong analytical and critical thinking skills required
  • Ability to work in a fast paced environment with the ability to execute and adapt to rapid change and client priorities
  • Ability to operate a computer and work with PC based software programs is required, basic skills with Microsoft Office Suite of tools including Word, Excel, Outlook, and PowerPoint, advanced skills for some positions is desired
  • Ability to multitask in a deadline-driven work environment
  • Attention to detail while maintaining focus on overall mission
  • Facilitate and document communication with insurers
  • Organization/time management
  • Ability to learn new methods quickly with an eagerness to learn
  • Ability to discern and share useful information to achieve common goals
  • Strong verbal and written communication skills are required, including telephone contact, face-to-face, status notes, and business letter writing
  • Some positions may require shift work
15

Customer Service Team Lead Resume Examples & Samples

  • Proficiency in SAP and/or CRM and Teleflex Medical’s products and work processes preferred
  • College degree or equivalent experience preferred
  • Two years’ experience in a customer service contact center environment desired
  • Knowledge of contact center technology preferred
  • Knowledge of medical manufacturing and/or distribution business a plus
  • Previous Team Lead or Supervisory experience preferred
  • Excellent verbal and written communication skills with a demonstrated ability to interact effectively with individuals at all levels in the organization required. Presents self in a professional manner
  • Demonstrated training, coaching and leadership skills
  • Ability to work with people in such a manner as to build high morale and commitments to team goals
  • Must be able to effectively problem-solve, manage workload and coach individuals when dealing with interpersonal conflict, customer issues, and/or time demands
  • Is able to take action in solving problems while exhibiting good judgment and a realistic understanding of issues. Uses good reason, even when dealing with potential conflicts and frequent change
  • MS Office required
16

Accounts Payable Customer Service Team Lead-office Based Resume Examples & Samples

  • Monitor activity of system via KPI reviews, help desk tickets, and employee feedback to ensure system is working as designed. Identify opportunities to improve the processes via system changes, understand and support System Change Requests with Global Finance review committee and assist with prioritization of IT resources to maximize the return on investment, or eliminate control issues, or address statutory reporting requirements
  • Monitor the effective operations of the sub-processes within this process stream and ensure processes are operating smoothly. This is accomplished via reviewing Key Performance Indicators, monitoring various input/output activities such as payment notifications, receiving vendor and internal customer feedback, as well as team member feedback
  • Monitor compliance with company and process procedures. Recommend and assist with process changes as issues or business changes arise, process improvement strategy and implementation activities
  • Oversee timely completion of detailed account reconciliation and follow-up/resolve open items
  • Evaluate workload and quality through regular review
  • Ensure the staff has a consistent understanding and positive impression of business strategy and operations
  • Participate in the implementation of strategic initiatives and plans
  • Strong communication skills – effective verbal and written communication skills
  • Ability to exercise judgment within procedures and practices to determine appropriate action
  • Commitment to delivering quality results and overcoming obstacles and challenges in a time-sensitive environment
  • Bachelor’s degree and 4 years’ experience in accounting including line management experience in a US multi-national company; or equivalent combination of education, training and experience
  • In-depth process knowledge; experience in managing large teams (approximately 20 employees), business process improvement; proven operational management
  • Proven competencies in the area of leadership, communications, negotiations and partnerships, problem solving and decision making
  • Thorough knowledge of the end-to-end process (from procurement to vendor set-up to vendor payment) and services delivery model
  • Potential locations: Bratislava – Slovakia, Bangalore – India, Durham – USA
17

Customer Service Team Lead Resume Examples & Samples

  • Monitor service calls to observe employee demeanor, technical accuracy and conformity to company policies
  • Act as liaison for a team of customer service representatives
  • Assist in handling escalated customer service issues
  • Coach team on how to provide excellent customer service
  • Review errors and complaints and take appropriate action
  • Assist in evaluating work procedures and processes that support company standards
  • Provide daily phone support for call center
18

International Customer Service Team Lead Resume Examples & Samples

  • Responsible for the Performance management of the team, ensuring that the ‘On TRaCC’ performance management process is maintained and that team members receive relevant and timely feedback on an on-going basis
  • Responsible for optimising revenue each month and Quarter end in collaboration with commercial team
  • Minimising “at risk “orders, escalating potential issues in a timely manner
  • Cross functional collaboration to eliminate potential issues to minimise customer and revenue impact
  • Continuously review opportunities to maximise revenue through quote to order conversion
  • Building relations with commercial and key accounts via regular meetings
  • Organising the workload for the team and ensuring that the right resources are available and trained to the highest standard
  • Measure, monitor and report on established Customer service KPI’s ensuring that they are met on an on-going basis
  • Continuously reviewing opportunities to streamline processes and implement IT or system changes that will drive efficiencies and improve our customers experience
  • Work closely with the Customer Service Trainer/Continuous Improvement Specialist in facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured
  • Review compliments and complaints on a weekly basis and implement corrective actions to measurably improve the customer’s experience
  • Collaborate and share best practice with other team leads in Alere Galway and US Shared Services Centre ensuring consistent and up to date knowledge of all business processes
  • Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer service activities
  • Ensure training policy, procedures and activities support successful ISO13485 audit
  • Keep appropriate records of all training activities and ensure such records meet and exceed any audit requirements/standards
  • Minimum of 2 years’ experience in managing customer service teams desirable
  • Solid understanding of and experience in International trade, export process and logistics
  • Understanding of drop ship model for delivering goods Internationally
  • Experience in tender preparation and submission
  • Experience in Letters of credit process
  • Demonstrated success in managing and coordinating a multi-skilled team in performance and productivity
  • Proven track record in delivering KPI’s in a changing environment
  • SAP ERP experience essential
  • CRM experience desirable
  • Experience delivering change initiatives and facilitating change in a customer focused organisation
  • Excellent Project management and report writing skills essential
  • Third level relevant business qualification or associated discipline
  • Experience in call monitoring system and strong knowledge of telephony KPI’s
  • Advanced Excel , PowerPoint skills desirable
19

Customer Service Team Lead Resume Examples & Samples

  • Minimum of 2 years customer service experience handling healthcare calls for commercial, Medicaid, or Medicare products
  • Ability to navigate multiple system applications and basic troubleshooting skills
  • Medical terminology or claims processing experience, a plus
20

Customer Service Team Lead Resume Examples & Samples

  • Manage individual performance within your respective team
  • Manage the Customer Services workflow and resources to ensure service levels are met
  • Contribute to the effective management of contacts
  • Handle contacts when necessary
  • Contribute to the continual improvement of CS Operational performance
  • Respond to all reasonable requests from Customer Service Manager
  • Effective recruitment and on-boarding
  • Passionate about providing excellent service
  • Good organisational and planning skills
  • Good understanding and knowledge of a wide range of Betfair products (e.g. sports, arcade, casino, poker)
  • Experience of using Microsoft Word, Excel and Powerpoint
  • Strong interest in sports and sports betting
21

Customer Service Team Lead Resume Examples & Samples

  • Lead and Manage the Customer service teams to focus on the key Customer Service Drivers
  • Easy to Business with
  • Timely Delivery of Documents
  • Pro-Active Notification
  • Exception Management
  • Efficient claim handling
  • Implementation of new customers into the CSO ; work with implementation to ensure proper Standard Operating Procedures (SOPs)/Internal Operating Procedures (IOPs) are established and managed through any related hypercare
  • Ensure bookings are confirmed & sent timely
  • Monitor timely issue/query resolution
  • Monitor timely response to customer enquiries
  • Responsible for cross sell/up sell, customer retention
  • Follow up on the Outstanding payments- work in close collaboration with the A/R team
  • Monitor, record and report the performance of Customer Service teams with suitable recommendations on service delivery wins & service failures
  • Meet budgetary requirements for volume and profit margin
22

Customer Service Team Lead Resume Examples & Samples

  • Serves as traffic , floor and general supervisor; directing phone flow and taking respresentative questions to help with call management
  • Performs Cues and Searches (Message and Temp/Special), as needed
  • Delegates work to Reps, as needed
  • Reviews new and updated accounts with Reps (one-on-one)
  • Makes minor changes to Ultracom and on-call schedules, as needed
  • Assists with Rep task assignments in the Supervisor's absence
  • Monitors call traffic and makes adjustments based on call center traffic patterns
  • Demonstrates experience handling complex (Level 4) customer calls
  • Proficient in the English language. Bilingual (Spanish) a plus
  • Demonstrates a good working knowledge of Microsoft Office applications
23

Customer Service Team Lead Resume Examples & Samples

  • Understand, perform and explain complex functions within the team and department
  • Assist with coaching, development and motivation of employees at all staff levels, including facilitating team meetings and training as needed
  • Assist in designing and updating procedures for tasks and transactions
  • In collaboration with leadership, set team goals, objectives and priorities in alignment with department goals
  • Monitor work volumes and prioritize workloads to help meet team metrics
  • Participate in and support continuous improvement initiatives, including training, identifying service gaps, root cause analysis and proposing process improvements
  • Lead or assist with project initiatives, which include attending or leading meetings, providing requirements, and testing new functionality
  • Meet department metrics and goals
  • Build relationships with customers, with a focus on improving the customer experience
  • Work with other departments to leverage synergies
  • Provide recommendations based on analysis of data trends and reports
  • Associate’s degree or equivalent experience
  • Two years of customer service/call center experience, preferably in the insurance/financial services industry or related field
  • Communication and interpersonal skills
  • Problem-solving and decision-making skills
  • Ability to grasp technical/complex concepts and explain to others
  • Completion of LOMA courses
  • In-depth understanding of fixed and variable annuity and life insurance products
  • Industry licenses
24

Customer Service Team Lead Resume Examples & Samples

  • Right hand to the Customer Service Manager
  • Managing the absence/timekeeping for the team
  • Assisting with the performance management of the Customer Service team (internal and external)
  • Monitoring and coaching staff to improve performance and effectiveness
  • Manage any IT Moves/Issues the team may experience and liaise with IT when required
  • Oversee and manage the banking process which will include
25

Program Support Customer Service Team Lead Resume Examples & Samples

  • A Team Lead is expected to have a comprehensive understanding of our operational processes and business objectives. The person must thrive in a team environment and possess the ability to coach and mentor individuals while also maintaining the primary function of customer support. A Team Leader is expected to run reports, act as the escalation point when Customer Service Representatives (CSR) need assistance and help to ensure the quality of customer interactions. Understand and continue to enhance program support knowledge, communication skills and professionalism are essential to gain the respect and support of team members
  • Answer incoming calls and/or requests when required, troubleshoot, resolve issues and provide first call resolutions for clients and patients
  • Gain knowledge necessary to become the SME on various programs
  • Act as a point of escalation for CSRs regarding policy, procedures and customer interactions requiring Supervisor intervention
  • Train, coach, and mentor CSRs. Lead by example to achieve team and overall department goals
  • Help to define/enforce best practices and support management driven initiatives
  • Provide reports, analysis and offer recommendations for how to improve the customer experience or drive operational efficiencies
  • Complete ad-hoc project work as defined by Supervisor
  • Proactively identify training opportunities and provide recommended solutions to enhance the overall interaction of inbound caller experience
  • Ability to backup Supervisor activities when required
  • Flexibility in scheduling when requested
26

Accounts Payable Customer Service Team Lead-new Finance SSC Resume Examples & Samples

  • Monitor activity of system via KPI reviews, help desk tickets, and employee feedback to ensure system is working as designed. Identify opportunities to improve the processes
  • Monitor the effective operations of the sub-processes within this process stream and ensure processes are operating smoothly
  • Responsible for SOX and business controls; ensure processes are properly documented for SOX and that quarterly reviews are completed on time. Work with SOX PMO, internal audit, and external audit as required for identified deficiencies or to refine controls as business environment changes
  • Manage staff in accordance with the organization’s policies and applicable legislation. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approve actions on human resources matters, including salary administration
  • Mentor and develop team resources to increase skill level
  • Effectively manage team resources and delegate tasks commensurate with skill level
  • Coordinate and participate in financial, tax and related audits (internal, external and financial authorities) as assigned
  • Work closely with worldwide Shared Services group to ensure strong global coordination, continuous improvement and standard processes
  • Strong communication skills – effective verbal and written communication - ENGLISH
  • Attention to detail and a high degree of intellectual curiosity
  • Ability to establish and maintain effective working relationships with co-workers, managers and business partners across all global regions
  • Ability to lead, influence and motivate others
  • Sense of urgency and ability to manage and prioritize multiple work requirements to meet deadlines
  • Strong customer service focus, with a drive to ensure that we exceed the expectations of our customers
  • Experience of working in a Shared Service financial accounting role
  • In-depth process knowledge; experience in managing teams (approximately up to 10 employees), business process improvement; proven operational management
  • Strong interpersonal skills, team building skills, and customer relationship skill
  • Ability to develop and maintain awareness and understanding of industry trends
  • Knowledge of ERP financial systems and reporting tools, advanced data capture solutions and automated workflow tools (experience with PeopleSoft a plus)
  • Knowledge of Microsoft Office applications
  • Location: Bratislava – Slovakia
  • May require occasional travel
27

Customer Service Team Lead Resume Examples & Samples

  • Monitor calls for Quality Assurance purposes/scoring
  • Ensure CSRs are in correct AUX status by reviewing reps’ skill levels and schedules
  • Produce various reports and distribute accordingly
  • Support team supervisors by reporting CSR behaviors that impact customers and/or metrics
  • Perform data analytics (Excel, graphs, etc. on historical data over time as needed/requested Analyze impacts to Service Levels – drivers to metrics, including rep behaviors and NPS
  • Ability to assist with projects/tasks as requested
28

Customer Service Team Lead Resume Examples & Samples

  • Prepares department schedules and reports
  • Assists with customer inquiries and escalations
  • Assists Supervisor in providing daily direction and communication to employees to ensure that payments and correspondence are completed in a timely, efficient, and knowledgeable manner
  • Researches and resolves customer issues, escalations, and items flagged for follow-up in system
  • Assists in processing of returned checks, payment reversals, and fee adjustments
  • Promotes positive work environment by establishing rapport and initiating relationships with colleagues
  • Provides assistance to staff with customer or processing questions
  • Processes VECTOR transactions
  • Provides appropriate coaching, counseling, direction, and resolution for employees that experience work- related issues
  • Escalates performance issues, as observed, to Supervisor for corrective action and training
  • Works on special or on-going projects that are important to area/process improvement
  • Other tasks as assigned or warranted
  • The duties listed above cover the principle duties of the position and may not be all-inclusive. Employees are expected to do all assigned and/or requested job duties
  • Must have three years' experience in a team lead role. At least six (6) months must be direct toll collections industry experience
  • Must have six months prior customer service or call center experience
  • Outstanding verbal communication skills (phone etiquette)
  • Detail oriented, ability to multi-task, and highly organized
  • Strong data entry and computer skills
  • Ability to work under stress and in moments of crisis
  • Must be able to meet exceptional levels of quality and meet performance standards required by the contract
  • Must be flexible and can adjust to other duties of the CSC based on business needs
29

Customer Service Team Lead Resume Examples & Samples

  • Monitor associate calls for quality standards, providing coaching and constructive feedback to associates, providing input into Customer Service Representatives' performance reviews
  • Attend client meetings and may be responsible for special projects (e.g., customer implementations, new product offerings, etc.). Provide recommendations for departmental improvements
  • Accurately respond to inbound pharmacy and/or member telephone inquiries
  • Research, resolve, and respond to claims-related or pharmacy reconciliation related issues
  • Successful candidates will possess a high school diploma or equivalent, as well as one year of customer service related experience
  • Post-secondary education with 2 to 5 years' customer service, call center, healthcare industry, or related experience along with project management and/or leadership experience is strongly preferred
30

Customer Service Team Lead With English Resume Examples & Samples

  • Make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities, when available, with assistance from direct manager
  • Identify and assist with development of support materials for team use, e.g., training manuals, job aids, and views in databases
  • Ensure completion of time and expense reports for self and team members per policies. Maintain accurate records for chargeable time to client projects
  • Prepare, analyze and interpret complex reports/information and formulate conclusions
  • Act as DM/Customer Service technical and functional resource and Subject Matter Expert for team members, peers and/or clients as assigned
  • Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution
  • Identify, document, and review opportunities for team improvement in procedures/processes/standards to gain cost-effectiveness and efficiency; provide cost estimates and execute implementation of improvements; required to direct work within clear budgetary guidelines
  • Perform analysis of quality audits; analyze results and develop process improvements to maintain quality deliverables
  • Plan and facilitate weekly (as required) team calls/meetings. May present and facilitate at group meetings and new hire integrations
  • Create annual team objectives with direct manager approval. Monitor and coach team to meet objectives
  • Prepare, coordinate and conduct performance appraisalsand counsel employees on career and performance/disciplinary issues
  • 3-5 years relevant experience
  • Management experience required, leading teams of approx 10-15 people
  • Provide exceptional customer experience, proactively and reactively, across multiple communication channels, in dealing with potential and actual problems
  • Written and spoken ability to communicate in English for client and Accenture interaction
  • Strong email/efax/phone contact handling skills
  • Ability to solve urgent matters and work under pressure
31

Customer Service Team Lead Resume Examples & Samples

  • Ensure that customers experience excellent conditions when visiting the store, receive a greeting from each associate with whom they come in contact, and are able to find what they need
  • Champion promotions, while educating guests and associates
  • Treat all associates, supervisory team, vendors and customers with dignity and respect
  • Exhibit cooperation and positive attitude in working with, and maintaining solid communications with the management team and associates in the store
  • Coach for success, including offering constructive coaching and corrective actions when necessary
  • Conduct performance reviews for associates alongside the Store Manager
  • Demonstrate proactive position-related behaviors within the front-end as well as other departments throughout the store, including assisting other team members when appropriate
  • Report to shifts when scheduled and arrive on time
  • Observe and comply with company security, safety and food safety standards
  • Demonstrate knowledge of job duties and products
  • Assist leadership team in overseeing and coordinating customer service activities
  • Handle customer complaints and issues promptly and professionally, while seeking guidance from upper management
  • Supervise front-end or other departments as needed
  • Oversee register functions and assist in transactions and other cashier duties
  • Maintain clean and safe environment throughout the store
  • Ability to work at a face pace while multitasking
  • Perform all duties as assigned by the supervisor or Manager on duty
  • Adhere to all Company policies, procedures and practices
  • Assist in special projects and perform other functions or duties as assigned by supervision, including interdepartmental duties
32

Customer Service Team Lead Resume Examples & Samples

  • A minimum of 3 years of customer service related work experience is required for this position
  • Toll Collections Industry experience is required for this position
  • Previous experience as a supervisor/team lead
  • 6 months direct toll experience is preferred
33

Customer Service Team Lead Resume Examples & Samples

  • Handle inbound, outbound and escalated calls
  • Respond / Assist with Web Inquiries as needed
  • Work as a member/leader of special or on-going projects that are important to area/process improvement
  • Monitor calls for quality performance and provide appropriate feedback
  • Insure employees have appropriate training and other resources to perform their jobs
  • Minimum of 6 months Call Center Experience
  • Must be able to develop and motivate a team
34

Customer Service Team Lead Resume Examples & Samples

  • Ability to consistently exhibit strong leadership, strategic thinking and supervisory skills
  • Exceptional customer service orientation and customer relationship management skills necessary
  • Excellent written and verbal communication skills; excellent presentation skills
  • The ability to initiate, lead and drive projects to successful completion
  • Managing or supervising customer service operations
  • Managing or supervising a team (e.g., delegating, motivating, performance appraisal)
  • Experience working for a CLS Operations Team
35

Customer Service Team Lead Resume Examples & Samples

  • High School Diploma required; Bachelor's Degree preferred
  • 2-5 years of proven B2B sales and account management skills strongly desired
  • Demonstrated a history of success in meeting and exceeding set sales goals
  • Strong cold calling skills, hunter mentality and the ability to self-source
  • Capable of cultivating robust relationships and training bank branch personnel to become valuable referral partners
  • Impeccable written and verbal communication skills needed to interact with clients, bank partners and internal Vantiv teams
  • Proficiency with Microsoft Office products and Salesforce.com are a plus
  • Motivated, self-starter with excellent communication and time-management skills
36

Customer Service Team Lead Resume Examples & Samples

  • This job has no direct supervisory duties, however will provide guidance and assistance as required by management. This may include training and providing feedback to call center representatives in addition to assisting with non-routine and escalated customer calls. This position does not have hiring/termination or employee disciplinary authority
  • Experience: Two years of relevant work experience in customer service or one year of experience as a Waste Management CSR/ICR
  • Proficient in call center technical knowledge and skills
  • Proficient in MS Office (Word, Outlook and Excel)
  • High customer focus
  • Reacts well under pressure
  • Treats others with respect
  • Works both independently and with a team to meet site goals
  • Adapts to frequent changes in the work environment
  • Manages difficult or emotional customer situations
37

Customer Service Team Lead Resume Examples & Samples

  • Associates Degree/Equivalent Job Experience required
  • 1 year minimum supervising/leading a team of 8 or more people, in a call center/contact center; environment. MUST have prior call center supervisory experience
  • Must be available to work late 2nd shift which includes part of the weekend
38

PFS Customer Service Team Lead Resume Examples & Samples

  • Must have good verbal and written communication skills in order to present and explain information to internal and external customers
  • Ability to write letters
  • Willingness and ability to learn new tasks
39

Customer Service Team Lead-dorval Resume Examples & Samples

  • Monitor and oversee the day-to-day Client Services function of their assigned team
  • Provides guidance and acts as an escalation point where necessary to handle tasks that are critical to a customer
  • Oversees employees to ensure all aspects of the daily operations are completed as required
  • Assign duties and responsibilities to maintain and improve productivity and profitability
  • Runs the team efficiently while helping in the training of staff to maintain industry standards
  • Assist in the performance evaluations and reviews
  • Assists in daily operations
  • Suggests and implements process changes to improve productivity as well as client and employee satisfaction
  • Provides on-going and consistent customer service
  • Strong leadership skills: ability to set clear goals and achieve results, ability to develop solid relationships within the team, persuades and influences others, motivates people to perform, delegates and empowers others, mentors and coaches in a team environment
  • Experience in managing / supervising a team of employees
  • Strong planning and organizing skills: plans work and measures performance
  • Excellent communication skills: communicates ideas clearly and concisely: provides feedback, recognition and team members
  • Operational knowledge (Volume, INCOTERMS, vernacular of Airfreight)
  • Team player: focuses on overall company goals and team interest rather than own, supports and cooperates with team members
  • Strong Computer Skills: good understanding of computer applications, above average working knowledge of Microsoft Office, able to learn and use other applications
  • Ability to manage stress: able to multi-task, energetic, rational temper, flexible and available
  • Must be able to pass any government airport, or company required background checks, clearances, and/or tests
  • 3 - 5 years of experience, an asset
40

Customer Service Team Lead Resume Examples & Samples

  • Uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair
  • At higher levels, may be asked to provide responses to submitted questions via out-bound calling
  • Determines methods and procedures on new assignments to streamline workflows based on experiential knowledge
  • Typically requires a minimum of 4 - 6 years of related experience
41

Customer Service Team Lead Resume Examples & Samples

  • Possesses a basic understanding of the insurance industry
  • Able to assist with all aspects of the service for Willis Clients
  • Implement and maintain various Willis tools
  • Supports the client service teams
  • Entry level - 2 years of experience
  • Ability to prioritize tasks and meet project deadlines
  • Effective Communication skills in a team setting
42

Customer Service Team Lead Resume Examples & Samples

  • Investigates (card) member complaints or escalated issues that cannot be resolved at the staff level
  • Performs Winning Sessions with CSRs by actively listening to calls and assessing customer conversations based on PEF statements
  • Delivers the Winning Session results to the employee and provides coaching, feedback, and identifies and conducts up-training opportunities
  • Enters data into the quality spreadsheet for reporting purposes
  • Attends monthly calibration meetings, evaluates calls and offers suggestions and input. Participates in determining the monthly focus of training
  • Provides input toward the hiring, termination and disciplinary process
  • Appraises and documents employee’s performance through call monitoring and reports the results to department supervisor and staff. Provides recommendations to management
  • Assists the supervisor and staff in problem solving issues by offering solutions
  • 2-4 years of experience in a customer service-oriented role or industry
  • Excellent customer service skills. Ability to work with all levels of staff and management
  • Ability to explain technical and non-technical information
  • Ability to coordinate and work with internal and external personnel
  • Ability to manage time utilizing good judgment and initiative in organizing and prioritizing workload
  • Ability to solve problems to an acceptable resolution
  • Some College or Associates Degree in business, finance, or related field preferred
  • 1-2 years of experience in training or coaching role preferred
  • Previous experience in call center strongly preferred
  • Texas Adjuster Licensing or equivalent needed (AIC/CPCU designation acceptable)
43

Customer Service Team Lead Resume Examples & Samples

  • Minimum 2-4 years customer service and/or call center experience,
  • Experience in leading teams, projects and managing others
  • Position requires availability between the hours of 7:00 am – 7:00 pm Monday through Friday, with rotating Saturdays as needed
  • Looking for long-term commitment
  • Intermediate to Advanced-level computer knowledge and software proficiency in MS Office and Excel
  • Duties are varied and complex. Provides high level of clerical, administrative, or technical support requiring more advanced skills
  • Assists dealers with escalated calls
  • Provides regular feedback to employees on quality and production
  • Assigns and monitors work and reviews progress of work with employees, management and trainer
  • Motivates employees to perform at their highest ability to help achieve company and departmental goals
  • Provides guidance on more complex issues and acts as a resource to answer questions from employees in the department and questions from other departments
  • Resolve escalated order issues by working with agent and dealer to determine root cause and corrective actions
  • Ensures employees have the tools and supplies they need to perform their job
  • Investigate complaints about service and product and resolve issues
  • Instructs and holds employees accountable to policies and procedures and safety regulations
  • Acts as an agent of change in department processes and procedures
  • Requires previous experience and training in position
  • Duties and tasks reflect variety and complexity. Assignments are broad in nature and often require originality and ingenuity
  • May serve as a resource to others in the resolution of some complex problems and issues
  • Needs limited supervision
  • Relies on experience and judgment to plan and accomplish assigned tasks and goals
  • May lead, orient, train, assign and check the work of lower level employees
  • Strong performer at Sr. level plus routinely provides work direction and training for employees at Sr. level and below; and
  • Emphasizes Customer Satisfaction focus, both internal and external
  • Interpersonal: Can remain pleasant under extreme pressure and during difficult circumstances. Ability to be cheerful, trustworthy, loyal to those who are absent. Intermediate to Advanced-level computer knowledge and software proficiency in MS Office and Excel
  • Demonstrate passion for customers and our work
  • Strive for continuous improvement and work towards Always a Better Way (ABW); and
  • Embraces personal, as well as shared responsibility and accountability
  • Physical demands: While performing the duties of this job, the employee may walk, stand, bend or stoop, use hands to adjust, handle, or feel objects, tools, or controls: reach with hands and arms; balance, stoop; talk or hear. Employee must frequently lift and/or move up to 10 pounds
  • Work Environment: While performing the duties of this job, the employee is exposed to office environment, indoors. Moderate to fast-paced. Office noise level is minimal; may enter production areas where noise levels vary from minimal to moderate
44

Customer Service Team Lead Resume Examples & Samples

  • Customer Service Team Leads have a thorough understanding of appropriate departmental contacts throughout the company for information gathering or issue resolution
  • Customer Service Team Leads monitor associate calls for quality standards, providing coaching and constructive feedback to associates. They provide input into Customer Service Representatives' performance reviews. Customer Service Team Leads attend client meetings and may be responsible for special projects (e.g., customer implementations, new product offerings, etc.). They provide recommendations for departmental improvements
  • Customer Service Team Leads provide telephone support as needed. They work fairly independently within established guidelines
45

Customer Service Team Lead Resume Examples & Samples

  • Provide various types of reports in support of CS performance
  • Communicate and act as a liaison between the CS team and customers to provide support where needed including troubleshooting, research, and issue resolution
  • Mentor and provide task resolution support to CS team members
  • Review processes and make recommendations for maximizing efficiencies
  • Make sure people like to work within our team
  • Are team-oriented
  • Have excellent verbal and written communication skills
  • Possess tolerance to dynamic changes in the workplace
  • Have an outgoing, positive attitude
  • Have excellent organizational skills
  • Are proficient in MS Office (Word, Excel, Outlook) and call management tools Track & Trace portals
  • Have a High School Diploma or equivalent
  • Have 4-6 years related work experience
46

Customer Service Team Lead Resume Examples & Samples

  • Organization- proactively prioritizes needs and effectively manages resources
  • Communication- communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately
  • Customer orientation- establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
  • Interpersonalskills- able to work effectively with other employees, patients and external parties
  • PC skills- demonstrates proficiency in Microsoft Office applications and others as required
  • Leadership- guides individuals and groups toward desired outcome by providing training, advice and feedback to assist/support employees in achieving established performance standards
  • Tactical execution- assist in monitoring operational processes and making recommendations for changes/adjustments as needed during the implementation or change to new products or processes
  • Policies & Procedures- demonstrates knowledge and understanding of organizational policies, procedures and systems
  • Basic skills- demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast- paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately
47

Customer Service Team Lead Intermodal Resume Examples & Samples

  • Assist leadership in the development and implementation of department and team goals; monitor productivity, encourage engagement and provide clarification of goals. Lead team meetings; provide updates on current metrics and expectations. Ensure team defined metrics are adhered to by assigned team members
  • Provide work direction of daily activities and clear the path for assigned personnel; monitor and review individual performance and provide detailed feedback to leadership. Follow up on training, cross-training, coaching and development opportunities with team members; administer training schedule
  • Address escalated customer service issues; identify solutions to existing problems and provide resolution. Ensure customers' needs are being met in a timely manner while maximizing on additional opportunities for Swift. Negotiate and intervene on issues between designated department personnel
  • Review failing accounts; conduct research and identify reasons failures are occurring. Conduct follow up with designated department personnel and customer to initiate steps for improvement. Monitor changes made and determine effectiveness of implemented improvements; make adjustments accordingly
  • Lead new customer onboarding process; gather necessary customer information to ensure appropriate customer set up. Collaborate with designated department personnel to ensure cohesion of customer information/set up. Ensure correction of all issues associated with newly onboarded accounts prior to passing ownership to designated account lead representative
  • Review rejected loads; analyze to identify potential opportunity for Swift. Determine if calculated risk is minimal if loads are accepted; determine best course of action. Communicate outcome to designated department personnel; responsible for overall service levels for accepting already rejected loads
  • Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations
  • May perform additional duties as assigned by leadership; including but not limited to assuming temporary role of Customer Service Leader during absence as necessary
  • Skills: Demonstrated team leadership skills; proficiency in AS400 functions for customer service, planning and dispatch as required to complete customer service job responsibilities; proficiency in Microsoft Office Suite, specifically Microsoft Word and Excel; 10 key skills with able to type 40 wpm
  • Experience Required: Minimum of three (3) years customer service or customer service relations (relationship building) experience required - preferably in related industry OR combination of Bachelor's degree with one (1) year demonstrated proficiency, meeting above standard performance levels, within high level customer service or internal CSR IV position. Previous sales/inside sales experience helpful
48

EU OBH Customer Service Team Lead Resume Examples & Samples

  • Take incoming inquiries over the phone and email about products and services from owners,agencies, and travelers to maintain subject matter expertise and support service level goals
  • Act as an information source for agents' questions pertaining to process, policy and work schedules
  • Closely coordinate with other Leads and Management pertaining to support service levels andcustomer experience, and take appropriate actions to correct when needed
  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, andevaluation of all agents and operators to improve the teams' efficiency. Provide feedback to CSRs in 1:1 at least onceper month
  • Communicate solutions, successes, and opportunities to the Manager of customer support
  • Fluent spoken and written in Spanish and English in addition to one the OBH group languages (German or French or Italian)
  • 1+ Years of customer service experience in HA
  • Deliver a high level of customer experience to every customer
  • Focus on Customer Loyalty: We are looking for people who are able to understand our customer needs and deliver a World Class customer support
  • Good decision-making, IT, and cross-departmental communication skills
  • Industry advantages: travel websites, online advertising, eCommerce or additional languages; these are desirable but certainly not essential
49

Customer Service Team Lead Resume Examples & Samples

  • Provide leadership, coaching and direction to the Customer Service Transport team
  • Ensure that priority is given to business critical orders
  • Continuously drive process and systems improvements through cross functional and regional teams
  • Ensure that all orders are fully compliant with corporate policies and procedures
  • Apply best practises to ensure that all KPIs are met
  • Maintain world class responsiveness levels to dealers and direct customers
  • Primary degree preferably in business related discipline
  • Fluency in English and two other European languages
  • 5 - 7 years business experience
  • Proven Team Management experience
  • Experience with Oracle or other similar ERP systems and their impact on the business
  • Business Awareness
  • Decision Making / Problem Solving Skills
  • Excellent Cross Cultural Communication Skills, written and oral
50

Customer Service Team Lead Resume Examples & Samples

  • Dedicated team builder
  • Outstanding analytical problem-solving skills
  • Liaison between senior management and staff members
  • Resolve customer service issues
  • Flexibility to work a retail schedule that includes nights, weekends, and sale events
51

Customer Service Team Lead Resume Examples & Samples

  • Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental service level agreements (SLA’s)
  • Be available to handle on the spot customer escalations in a calm, measured and helpful manner, taking ownership through to resolution where required
  • To investigate complex customer cases and escalations thoroughly, liaising with other departments where necessary, to make solutions-focused and helpful recommendations for resolution
  • Partner with other managers to ensure that team huddles are planned and conducted daily, ensuring awareness of priorities and company briefings
  • Conduct on-the-spot coaching and mentoring based on personal observations and/or as required by the Customer Service management team
  • Responsible for overseeing the effective operation of all aspects of the contact centre and reporting back to the business at designated times throughout the week
  • Must be available to work flexible shifts
  • You must demonstrate the ability to become a subject matter expert in all Customer Service systems, processes and policies and ensure you provide a first level support to Consultants in these areas
  • Demonstrable experience of providing specialist or supervisory support within a retail or online contact centre / retail environment
  • Experience in supporting front line staff and coaching and developing team members
  • Excellent verbal and written communication skill
  • Able to work collaboratively
  • Demonstrates initiative through proactive approach in developing people and processes and demonstrates a positive and helpful attitude at all times
  • Ability to multi-task and deal with multiple projects simultaneously and be robust and confident
52

Customer Service Team Lead Resume Examples & Samples

  • Handle inbound and outbound calls from customers
  • Effectively communicate with customers via telephone, email and chat
  • Provide information in response to inquiries about mortgage products and services
  • Research and resolve customer inquiries related to escrow trial and final analysis
  • Assist with identifying root causes and explain the best solution to resolve customer concerns in an expedient manner
  • Contributes to team effort by accomplishing related results as needed
  • Team Leads are required to manage the floor which sometimes includes walking around assisting reps with calls
  • Team Leads will perform most of their function taking escalated calls from their workstation and additional work related functions
  • Process, and resolve basic correspondence items
  • Communication via phone and with Customer Service Representatives and Supervisors
  • Analyze customer inquiries on the phone and/or understand written correspondence
  • Minimum of 4 years of experience in a customer service call center environment
  • General knowledge of mortgage lending/servicing industry
  • Must be flexible, organized and have the ability to manage and prioritize daily assignments
  • Analytical with the ability to detect problems in workflow procedures and make recommendations to management to rectify problems or expedite services
  • Ability to delegate
  • Time Management Skills
  • Ability to follow through
  • Training and Coaching
  • New Hire development
53

Customer Service Team Lead Resume Examples & Samples

  • Research and resolve customer inquires related to escrow trial and final analysis
  • LoanCare is an Equal Opportunity Employer**
  • Minimum of 4 years experience in a customer service call center environment
54

EU Customer Service Team Lead Resume Examples & Samples

  • Take incoming inquiries over the phone and email about products and services from owners, agencies, and travelers to maintain subject matter expertise and support service level goals
  • Review, organize and delegate daily tasks for team
  • Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency
  • Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed
  • Communicate solutions, successes, and opportunities to the Supervisor and Manager of customer support
  • Proactively communicate with CS Manager regarding work flow, staffing issues/performance, and customer experience items
  • Inspire and motivate agents; lead by example
  • Encourage good team morale
  • Special projects as designated by management
  • Ability to inspire and support people
  • Must have attention to detail and Service orientated
  • Maintain calmness under tight pressure
  • 1 Year of customer service experience (in contact centers preferred but not essential)
55

Customer Service Team Lead Resume Examples & Samples

  • Works mainly with his/her OTC Customer Service team, other OTC teams , Business/Sales, Corporate Logistics, Site Logistics,
  • Understand external customer requirements, process capabilities, and competitor capabilities
  • Efficiently uses resources and change management tools to achieve seamless operations
  • Ability to apply and coach others in appropriate problem solving techniques in correcting non-conforming processes by leading the root cause analysis, developing effective countermeasures and applying statistical techniques in confirmation and verification
  • English, German- fluent, other additional language is a plus
56

Customer Service Team Lead Resume Examples & Samples

  • Assigns and monitors work and reviews progress of work with employees, management and trainers
  • Provide guidance on complex issues and acts as a resource to answer questions from employees in the department and questions from other departments
  • Resolve escalated order issues by working with agent and dealer to determine cause and corrective action
  • Ensure employees have the tools and supplies they need to perform their job
  • Instructs and holds employees accountable to policies, procedures, and safety regulations
  • Relies on experience and judgment to plan and accomplish assigned tasks and goals with deadlines as provided
  • Emphasize customer satisfaction focus, both internal and external
  • Minimum 2-4 years customer service and/or call center experience
  • Ability to organize, recognize and correct inefficiencies
  • Ability to manage and prioritize multiple projects simultaneously
  • Effective written and oral skills
  • Can remain pleasant under extreme pressure and during difficult circumstances
  • Computer knowledge and software proficiency in MS Office and Excel
57

AWS Technical Customer Service Team Lead Resume Examples & Samples

  • Owning escalated customer contacts and leading the effort to satisfactorily resolve them
  • Assisting with customer communication during AWS critical launches and support events
  • Moderating the AWS Developer Forums
  • Ensuring the front line Tech CSAs are adequately trained at all times
58

Customer Service Team Lead-aftermarket Resume Examples & Samples

  • Leads a team of customer service representatives
  • Functions as primary focal point of contact for assigned customer related inquiries and represents the voice of the customer within the facility. Acts as the point of contact with the customer on assigned accounts. Maintains successful, long-term business relationships and contacts with high-level customer procurement
  • Performs contract review of all orders for customer requirements to ensure that the Associate Representative (i.e., Order Administration) is processing orders per negotiated requirements including pricing, payment and shipping terms, and importing and exporting requirements
  • Accountable for ensuring orders are received into the ERP system and/or other support databases. Accountable for ensuring demand alignment. Maintain a 12 –24 month sales forecast for all major accounts. Ensure customer P.O. requirements are aligned to MRP demand. Accountable for managing customer demand requirements and providing customer forecast in support of plant SIOP
  • Accountable for ensuring that the customer’s supplier web-based purchasing systems’ requirements are being fulfilled. Interface with Associate Representative (i.e., Order Administration) to ensure customer requirements are met and completed. Interface with customer to mitigate exceptions to meeting customer requirements and provide proactive communication with the customer in anticipation of customers’ needs
  • Assesses market channel delivery options (direct or through distribution) through pre-defined criteria
  • Proactively identifies and collaborates with appropriate sales, contracts, and pricing personnel to review opportunities to improve overall volume and/or margin for assigned customers
  • Supports and occasionally leads in negotiating contract pricing, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
  • Coordinates the internal activities of all departments involved in achieving customer commitments. Coordinates issue resolution by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans
  • Leads onsite customer meetings, telecons and proposal kick offs and/or tag ups. Represents the company at customer review meetings (on and potentially at off-site meetings)
  • Basic knowledge of technical requirements including FAA requirements for repair, PMA purchases, CAS/TINA requirements, and assures compliance with export control regulations -ITAR
  • This role prepares and processes customer orders and forecasts, expedites requests and customer concern reports and coordinates shipping arrangements
  • Receives and initiates technical review of all momentum business bid requests and directs action required from each technical support department. Coordinates proposal quotations with the Finance, Contracts, and Sales departments to insure that warranties, liquidated damages, penalties, deferred billing, stocking charges, etc. are understood and properly controlled by all departments
  • Work with Credit and Collections to resolve outstanding customer payment issues
  • Provide monthly status for all major accounts to the Leadership Team. Co-ordinate and present Customer Program Reviews
  • Coordinates and leads the internal activities of all departments involved in achieving customer commitments. Coordinates resolving issues by achieving a mutually acceptable solution between Eaton and the customer. Represents Eaton in delivering plant recovery plans
  • Supports the Contracts manager for Negotiations on price, delivery, administrative requirements and conditions ensuring compliance with Eaton’s policies, terms and conditions from proposal through shipment
  • Accountable for Customer Metrics for Value Stream - Customer Complaint Process and keeps the customer’s database updated with all activities and maintains all records for account responsibility
  • Determines technically and commercially compliant proposal packages of diverse scope and complexity for major customers in response to customer and contract requirements. Lead the internal bid and proposal process for sustaining/contract renewal business opportunities (ProLaunch)
  • Assesses current practices for continuous process improvements; Applies and may lead continuous improvement initiatives to improve the efficiency of internal systems and processes across the site. Recommends actions by analyzing and interpreting data and making comparative analyses. Analyzes proposed changes in methods
  • Bachelor’s Degree from an accredited institution or 10 years of experience in equivalent customer interfacing role required
  • Minimum of 3 years of experience in customer interfacing role
  • Proficient in reading and writing English
  • Technical Skills and Knowledge Required: Computer Skills: MS Office, MRP Systems (e.g., MFGPro, SIEBEL)
  • Additional Skills Required: Attention to detail, accuracy, organizational skills, follow-up, ability to learn and apply new concepts, ability to follow detailed work instructions, effective communication skills (verbal and written)
  • Additional Skills Desired: Ability to confirm contractual agreements/terms are met through utilization of contracts matrix
  • Bachelor’s Degree from an accredited institution in Business Administration or MBA
  • Minimum of 5 years of experience in customer interfacing role
  • Experience working with customers in aerospace industry
  • Ability to understand legal/contractual language
  • Prior experience in a leadership role
59

Customer Service Team Lead Resume Examples & Samples

  • Minimum two years of experience in a related call center environment preferred
  • Sales or training experience preferred
  • Ability to speak clearly and communicate effectively with all levels of customer
  • Motivational demeanor to encourage agents to do their best to meet customer needs and department goals
  • Strong multi-tasking, attention to detail, team and analytic problem-solving skills
  • Strong knowledge of printing process and pricing or ability to learn quickly
  • Proven math ability to provide accurate information on price quotes and quantities
  • Strong computer experience with a preference in Microsoft Office
  • Passion for achieving customer and employee success
  • Previous leadership experience preferred
60

Customer Service Team Lead Resume Examples & Samples

  • Perform any and all duties as assigned by management to include but not limited to; mail and shipping/receiving services, reprographic services, fax services, and messenger services
  • Balance workload, direct activities of the team and service as focal point for communication with contract coordinator
  • Ensure quality standards are met based on service objectives
  • Maintain required daily, monthly and annual reports as required by SLA (volumes, accountables, record management, procedures, etc)
  • Act as work flow coordinator to manage projects as needed outside normal duties
  • Ensure safety standards are being met
  • Provide manager with information and recommendations on human resource and/or client related matters
  • Prioritize work load assignments
  • Deploy staff as required
  • Responsible for area if no manager is present on site
  • Coordinate mail/ship/receive projects as required
  • Maintain upkeep of systems – personnel changes in arrival, new courier/freight drivers
  • Review and upkeep work procedures for accuracy, timeliness and compliance
  • Lifting up to 50 pounds
  • Standing for long periods of time (possibly entire shift)
  • Significant walking
  • Two years supervisory or related work experience preferred, but not required
  • Proven progressive knowledge of functional areas to be supervised
61

Customer Service Team Lead With Russian & English Resume Examples & Samples

  • Manage a high performing team of customer service agents
  • Manage KPI's, ensure deliverables are exceeded, service targets are met and revenue is achieved
  • Focuses, motivates and inspires the team in a goal and results orientated way by driving optimum individual and team performance in order to deliver against agreed KPIs and targets
  • Identify barriers and to improve productivity and success
  • Conducts one to one’s with team members to assess performance against objectives
  • Provides leadership, support and development to members of the team and builds on the strengths of the team members that drive optimum performance
  • Oversees and manages the day-to-day operation and workflow of the team in an organised and efficient manner
  • Creates a learning environment to ensure that the transfer of knowledge and insight occurs
  • Acts as a point of referral for complex and escalated queries
  • Ensure that all client SLA targets are met, including aspects of: Meeting Client SLA’s, Performance Management, People Management, Transition Management
  • 3-4 years team management experience in marketing or technology
  • Familiarity with online advertising products and social media, specifically Ad Words
  • Fluency in English and native speaker in Russian
  • Must have exceptional grammar and typing accuracy skills
  • HTML, CSS, JavaScript, Data Optimization
  • Work experience with internationally distributed teams is a plus
62

Customer Service Team Lead Resume Examples & Samples

  • Is expected to demonstrate initiative in serving the needs of all customers
  • Handles customer requests including the placement of purchase orders, timely product shipments and product inquiries
  • Work closely together with USA Customer Service team who manage international distributors
  • Leads, trains on and improves the daily processes within the department
  • Conducts new hire training and orientation for the department
  • Ensures the team meets daily targets. Directs team to ensure performance standards are set and monitored. Reports back to manager on performance
  • Identifies ways to motivate the team to reach performance goals
  • Continually monitors both qualitative and quantitative performance standards through feedback and coaching, developing people and processes
  • Acts as point of contact for recall management processes
  • Processes internal department product requests as needed
  • Conducts regular team briefs and communicate regularly with the team and individuals to ensure that Company objectives are understood and achieved
  • Mentors CSRs and cross-trains with other CSRs on all aspects of position on an ongoing basis
  • Support with Commercial Operation projects, such as testing and pricing credit
  • Support the finance and sales departments with general order management inquiries
  • Is committed to developing a close working relationship with the AngioDynamics Salesforce, Product Management, Customer Service, Corporate Accounts, IT and various internal departments
  • Manages in order to ensure compliance with all relevant regulatory/legal requirements
  • Management - Establish and support a work environment of continuous improvement that supports the Quality Policy, Quality System and the appropriate regulations for the area they support. Ensure all employees are trained to do their work and their training is documented
  • Associate’s Degree in related field required
  • Equivalent work related experience acceptable in lieu of degree
  • Minimal 5 years of demonstrated experience in customer service, commercial operations project support experience required
  • ERP integration experience preferred
63

Customer Service Team Lead Resume Examples & Samples

  • Ability to lift up to 40 pounds frequently
  • Standing and walking 100% of the time
  • Frequent bending, kneeling, grasping and reaching
  • Meet productivity standards established for the department
  • Ability to complete basic mathematic functions; add, subtract, multiply, divide
  • Tolerate working in cold temperatures for up to 20 minutes at a time
  • Able to handle a variety of substances associates with cleaning materials, packaging, and food products
  • Able to use hands freely; ability to use hand tools
  • Available to work varied hours/days to assist with store operations