Customer Care Team Resume Samples

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K Boyle

Kenyatta

Boyle

6868 Reinger Circle

Chicago

+1 (555) 826 9380

6868 Reinger Circle

Chicago

Phone

p +1 (555) 826 9380

Experience Experience

New York, NY

Team Leader Customer Care

New York, NY

Swift, Effertz and Waelchi

New York, NY

Team Leader Customer Care

Participate in workforce management; involved in employee scheduling, internal employee rotations/cross-training efforts, and performance management
Provide performance feedback and coaching on a regular basis to each team member in a constructive manner. Write and administer performance reviews
Recommends and encourages employees to seek innovative improvements to processes in order to improve team performance and effectiveness
Respond to and resolve employee relations and performance issues according to established company policies
Maintain knowledge of policies and procedures in order to research/handle escalated/complex issues and to accurately respond to employees, dealers and customers' inquiries
Monitor operational metrics, observe trends and make process improvement recommendations. Work in tandem with the Business Process Excellence (BPE) team on process improvement projects (collect & analyze data)
Demonstrate a high level of ethical standards and integrity. Set an example of commitment to the organization for other employees. Accept responsibility for actions and results

Phoenix, AZ

Customer Care-voice Team Lead

Phoenix, AZ

Prosacco-Cummings

Phoenix, AZ

Customer Care-voice Team Lead

Provides input into goal setting and provides performance feedback; however, does not conduct performance reviews or responsible for direct supervision
Develop and maintain a solid working knowledge of the insurance industry and of all products, services and processes performed by the team
Enter new providers into the database and update existing providers as necessary
Significant portion of time still spent on performing work of the team
Process provider transactions utilizing a variety of applications and online resources
Delegates work to team members
Regularly reviews the work of other team members

present

Boston, MA

Customer Care, Implants Team Leader

Boston, MA

Schowalter-Weimann

present

Boston, MA

Customer Care, Implants Team Leader

present

Leading a team of up to 10 on the shift
Leading & motivating the workforce
Ensure all relevant paperwork is completed on time and with 100% accuracy
To operate in a safe working manner and be responsible for H+S within designated areas,
Take responsibility for both your own engagement and also assist in driving engagement in the department. This will include taking a leading role in the Q12 impact plan
Ensure team members are only employed on tasks they are trained to do. Undertake relevant induction training with new members of the team
Lead and implement projects both within the UK and Europe and the team and cross-functionally, to further improve the department, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels

Education Education

Bachelor’s Degree in Initiative

University of Georgia

Bachelor’s Degree in Initiative

Skills Skills

Basic report writing skills
Ability to work as part of a team
Ability to prioritize and control workload of a team
Problem solving and analytical skills
Computer literacy skills - Microsoft office/Windows Environment
Communication and interpersonal skills
Administration and organization skills
Leadership and management skills
2-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field (US healthcare voice call center)
Open to ID level (Promotion) and IE Level (lateral transfer)

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12 Customer Care Team resume templates

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Customer Care-voice Team Lead Resume Examples & Samples

Leads team in the achievement of project milestones and department objectives
Acts in a team lead capacity overseeing the day-to-day activities of a group of employees
Regularly reviews the work of other team members
Identifies opportunities for improvement; recommends possible training opportunities
Ensures team is meeting or exceeding contractual and service level obligations to customers
Adapts team priorities to respond to customer and business partner needs
Ensures accurate and timely completion of transactions to meet or exceed client SLA's
Apply knowledge, theoretical concepts to undertake problem solving
Develops tactical and operational plans to achieve key milestones in the project

Customer Care-voice Team Lead Resume Examples & Samples

Log and track incoming provider inquiries received via electronic mail, the Post Office or Fax from date of receipt to completions
Enter new providers into the database and update existing providers as necessary
Process provider transactions utilizing a variety of applications and online resources
Interact with other Client and NTT DATA Services staff to resolve provider-related issues, particularly with Claims Services, Provider Relations, Provider Contracting and Credentialing
Special projects and other duties as assigned
Problem solving and analytical skills
Knowledge of Windows-based computer systems
Business to business customer service experience helpful

Team Lead Customer Care Medsurg Germany Resume Examples & Samples

Leading the Customer Care Team Medsurg/Medical
Creation and analyse KPI’s including achievement of agreed targets
Involvement in projects
Lead the teams incl. holiday and capacity planning to achieve highest possible efficiency
Interface to other areas (Technical Field Service, Sales, RAQA, Supply Chain, Finance etc.)
Ensure that commonly valid business processes as well as working instructions will be followed
Appr. 30-40% handling of daily Business (Customer Contacts, Order Management - order to cash, complaint handling, consignment stock handling, support to Sales Reps etc.)

Customer Care & Sales Night Team Leader Resume Examples & Samples

Experience of managing high performing teams in a fast paced evolving environment with the ability to prioritise and delegate
Strong working knowledge of HR processes and people management
Knowledge of the fashion industry and mens and womenswear
Natural Leadership skills with strong self motivation; strategic and inspirational to others
The ability to handle very difficult escalated conversations with absolute confidence and luxury resolution
Excellent communication skills including complete fluency in English (written and spoken)
Additional fluency in a core European or Asia Pacific language preferable
Embrace and thrive working towards targets, driving sales and bringing out the best in the team
A creative problem solver, able to think on your feet in a quick and efficient manner
Strong negotiation, diplomacy and excellent organisational skills
Tech-savvy, understands and embraces new systems, innovations and technology in the digital environment
Excellent working knowledge of Microsoft Office, Google mail, Google+
Able to positively embrace change and work flexibly in a 24/7 Global digital world and drive the team
Ability to both follow direction from Senior management and work using your own initiative
Numerical and able to process complicated payment, currency and tax issues
Assistant Store Manager responsibility equivalent level: strong background in people and process management within a fashion and volume target driven environment is essential

Acting Team Lead Customer Care Resume Examples & Samples

Develop a team culture of high engagement, inspiring team members to continuously improve, developing top talent and fostering a positive environment for all employees
Gather and analyze multiple data points and observation to identify trends for improvement for the team and the individual team members. Ensuring all resources are being used effectively
Conduct regular coaching sessions with all team members utilizing personalized coaching plans, consistent observations and excellent follow-up to ensure strong ROI on time investment
Initiate performance management steps to quickly address and resolve gaps in conduct or performance adapting activity to recognize tenure and unique considerations
Act as a change leader for organization, supporting staff during times of transition to ensure strong buy in
Lead and/or participate in centre initiatives that drive centre’s key business indicators and employee engagement
Identify drivers behind negative customer experiences, call volume, churn or loss of revenue. Collaborate with cross functional teams to drive solutions into the business
Manage multiple priorities and responsibilities, effectively organizing day to ensure all deliverables are met
Provide ad hoc support to all staff including approvals, escalations and technical support. When required act as the point of contact for all issues including but not limited to medical, security or facility issues
Manage their team’s revenue impacts, up to 6 million dollars annually
Facilitate group discussion or conduct training as required
Manage employee schedules, vacation and timekeeper entries
Manage shift adherence/compliance
2 years progressive coaching/leadership experience preferably in a telecommunications role, including sale/service related roles
3-5 years’ experience in a dynamic work environment that requires high performance to business objectives balanced with a positive engaging, exciting culture
Customer Service Expert: strong commitment and deep understanding of skills and behaviours required to ensure a strong customer experience with a minimum of 1 year customer service experience
Coaching Expertise: demonstrated ability to successfully drive improvement to KPI through coaching. Adapting approach to accommodate a variety of skill levels, learning styles and tenure
People Development: identify and develop top talent utilizing available resources and support to create robust personal development plans
Performance Management: able to effectively address escalated concerns or performance gaps using structured performance management processes while maintaining connection to employee
Training and Facilitation: able to teach and facilitate learning to large groups with little or no direction adapting approach to address a variety of learning styles and test for understanding
Attendance Management: strong understanding of Attendance Management and proven ability to conduct conversations and support improvement as it relates to attendance
Change Management Leadership: understanding of the dynamics of change management and how to foster buy in across a team
Team Leadership: strong understanding of team building and ability to foster credibility as a leader by acting as a role model and inspiring others to high levels of performance
Teamwork: ability to work collaboratively within a team and able to build strong relationships outside of immediate reporting structure
Analytical Skills: able to analyze and interpret data from a variety of sources in order to drive performance at both a team and individual employee level
Communication: strong written and verbal skills with an ability to adapt to audience
Flexibility in hours of work to ensure requirements of team and business are met
Thorough understanding of systems, processes and procedures preferred
College diploma or University degree an asset

Customer Care Center Team Leader Resume Examples & Samples

Support the team in their daily work and assist the agents to achieve their targets and to develop in their work
Multichannel customer interactions between customers and KONE
Making every customer interactions a success
Develops a team of Customer Care Agents to ensure KONE delivers first class service in line with market-leading standards in the customer service interactions
Act as a role model and thus contribute the positive team spirit and collaboration within Customer Care Center and with stakeholders
Support customer satisfaction supporting KONE goals in achieving customer loyalty
Solid communication skills
Fluent English (written and spoken)
Leadership skills and ability to influence and motivate others
Excellent team management and customer service experience (preferably)
Well organized and detail-oriented with strong problem solving abilities
Demonstrating high level of business approach, client focus and goal orientation
Technical skills (Customer Service management systems e.g. ACD, PABX, CRM, WFM, (user level))

Customer Care-voice Team Lead Resume Examples & Samples

Acts as a highly skilled specialist in one or more areas
Keeps abreast of external industry trends and latest advances
Utilizes best practice processes around work assignments, project management, and quality of output while maximizing overall team performance
Improves efficiency, quality and service of ongoing work
Applies research, information gathering and analytical skills to complex activities and issues
Completes complex tasks in a creative way requiring considerable independent judgment and a high degree of initiative
May contribute to financial and resource planning of the team
Minimum 3 years relevant experience in US Healthcare Revenue Cycle Management

Customer Care-voice Team Lead Resume Examples & Samples

Provide front-line phone customer service to policyholders, beneficiaries, agents, and internal customers
Perform research (as assigned) and handle escalated call situations in support of other team members
Ensure customer satisfaction and strive to assure that service standards are met
Communicate effectively and professionally with both internal and external customers to professionally resolve questions and issues
Collaborate with management or other team members as appropriate
Position requires 9:00 am to 6:00 pm schedule
This role involves a mixture of phone focused and non phone focused duties

Team Leader Customer Care Resume Examples & Samples

Provide daily direction and communication to employees to ensure administrative tasks and functions are performed efficiently
Maintain knowledge of policies and procedures in order to research/handle escalated/complex issues and to accurately respond to employees, dealers and customers' inquiries
Understand and effectively educate team on all risks associated with processes managed and implement controls to mitigate any and all risks where none currently exist
Monitor process volume and performance, identify unusual volume fluctuations, variances and process performance deterioration; including action plan to reverse negative trends
Develop subordinate understanding of the drivers of utilization to ensure adherence to the process capacity plan
Identify process improvement opportunities and partner with stakeholders across business units to develop effective improvement plans and establish stronger partnerships
Recommends and encourages employees to seek innovative improvements to processes in order to improve team performance and effectiveness
Ensure employees have appropriate training and other resources to perform their job task/functions
Participate in workforce management; involved in employee scheduling, internal employee rotations/cross-training efforts, and performance management
Respond to and resolve employee relations and performance issues according to established company policies
Provide performance feedback and coaching on a regular basis to each team member in a constructive manner. Write and administer performance reviews
Establish practice and processes that support departmental standards, site and company policies, procedures, standards and strategic goals/directives
Enhance organization reputation by accepting ownership for new, challenging and complex requests
Ensure employee timekeeping and other HR portal functions are accurate; monitor policy and procedure compliance; abide by the Code of Conduct and Ethics
Keep current with new organizational developments affecting the ability to provide low-effort customer account servicing and adherence to company policies by reviewing daily/weekly/monthly e-mail communications/alerts. Effectively and accurately communicates changes/impacts to subordinate staff
Find innovative solutions to more complex or difficult issues with appropriate escalation to higher level staff
Coordinate and lead more complex projects and functions and execute with strategy and influence
Demonstrate a high level of ethical standards and integrity. Set an example of commitment to the organization for other employees. Accept responsibility for actions and results
Considered go to person within the site for specialists and other leaders
Recognized as a mentor/coach to others (including peers)
Extensive knowledge and expertise in multiple processes/functions; able to navigate across the organization to find solutions
Able to lead large and complex teams with minimal employee relations issues
Consistently leads team to achieve top quartile results among peers
Ability to facilitate meetings/discussion in a group/team setting
Monitor operational metrics, observe trends and make process improvement recommendations. Work in tandem with the Business Process Excellence (BPE) team on process improvement projects (collect & analyze data)
Associate or Bachelor's degree in business related discipline preferred
4 + years in customer service or financial services industry is needed
Prior leadership experience is needed
Education may be used as a proxy for experience
Project management skills, strong leadership skills and excellent communication skills (oral and written)
Ability to effectively partner across business units to achieve targeted results and help subordinate staff understand the up and downstream impacts of their job
Ability to function independently within a multi-task environment while mastering a variety of tasks and functions
Encourage effective collaboration and problem solving; engage subordinates in decision making and brainstorming sessions

Customer Care-voice Team Lead Resume Examples & Samples

Leadership and management skills
Administration and organization skills
Communication and interpersonal skills
Computer literacy skills - Microsoft office/Windows Environment
Basic report writing skills
Ability to prioritize and control workload of a team
2-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field (US healthcare voice call center)
Open to ID level (Promotion) and IE Level (lateral transfer)
Tenure in job grade & role requirement should be met at the time of IJP application
Must be cleared of any written warning, final written warning, suspension, PAP, PIP1, PIP2 and their respective maintenance periods

Customer Care Team Leader German Resume Examples & Samples

Setting clear objectives and conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
Conduct first stage disciplinary meetings with People Team (HR) support as necessary but focus on regular quality intervention
Facilitate regular meetings with your team to ensure that they are aware of Department and business priorities
Monitor and sign off overtime worked by your team

Team Lead, Customer Care, Sales Resume Examples & Samples

Lead a team of 20-25 Sales Agents
Stay connected to agents delivering 5.5 hours daily of meaningful coaching through side by side, demo calls and coaching sessions
Coach, develop and motivate Sales agents to meet and exceed business expectations
Leverage insights and opportunities from data and metrics to build strategies and drive results
Ensure Processes, Blueprint, are practiced and followed on a consistent basis
Maintain an active sales performance management; When required, address opportunities related to performance, respect of process, adherence to work schedule and rightful use of applications
Maintain regular contact with the other functions of the company involved in our day to day activities (eg. Human resources, Workforce management, Marketing, Training)
Maintain effective work relationships in accordance with the collective agreement
Coaching & Performance Management experience
Passionate about the Customer, Sales & winning!
Ability to inspire and motivate others to achieve superior performance
Motivate employees and contribute to an environment that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
Organize and plan effectively to consistently meet and exceed objectives
Analyze information, regroup and translate observations into action plans
Active listening skills and effectively communicates in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others
Good knowledge of Bell’s Products and Services, and Call Centre systems/technology
Demonstrates a commitment to learning and personal development
Analytical & detail oriented
Three (3) years or more experience in the support to representatives in a call center environment and favorably in a sales context
Sound personal experience in the sale of goods and services
Knowledgeable of practices around workforce management, performance management and presence at work
Knowledge of residential products and services offered by Bell as well as systems and technologies present in a call center
Use Microsoft Office applications on a regular basis
Monday to Friday 1-9 pm and weekend rotation to coach/support sales representatives

Team Leader Customer Care Center Resume Examples & Samples

3-4 years’ experience in direct marketing or inbound/outbound customer center (100+ seats) operation experience and/or credit call center management
Experience in leadership and people development including contact quality and performance measurements
Experience in team building and coaching
Experience/advanced knowledge in telephony and workforce management
Experience/advanced knowledge in customer programs and desktop applications

Team Lead, Customer Care Resume Examples & Samples

Achieve personal and team service level goals by actively monitoring service levels, making recommendations for coverage and ensuring team functionality to best support customer needs
Act as a subject matter expert by providing guidance and resources for the Customer Care department
Contribute directly to team success and maintain subject matter expertise by regularly spending time in production
Willingness and ability to learn cross trained skill set necessary to successfully support both Dealer and Consumer teams, including training and production to gain said skill set
Work directly with 3rd party companies, dealerships, consumers and sales teams to troubleshoot a variety of technical issues
Develop strong expertise in Cars.com services and products and actively share this knowledge with customers and Customer Care Specialists
Provide coaching and feedback to Customer Care Specialists through live monitoring, case review, follow up discussions regarding QA evaluations and unresolved case work, and the Coaching programs
Execute recovery calls/emails and follow up on Customer Satisfaction Surveys when necessary
Act as first level escalation contact, resolving and/or escalating internal and external customer disputes and complaints
Collaborate with fellow Team Leads to manage the daily cancellation process, and other projects as assigned by management
Build effective networks with peers in other areas of Operations, to improve departmental performance
Monitor SalesForce.com Chatter feed and Supervisor@cars.com and respond promptly to inquiries received through these channels
Ensure case work is reviewed when team members are out of the office
Communicate with various teams and departments to escalate and expedite issues with urgency
Help to ensure individual and team Quality by assisting with a monthly set of Quality Assurance evaluations
Collaborate with other Team Leads and Management to build weekly meeting decks with business relevant content
Track and document all customer inquiries and resolutions in SalesForce.com
Partner with Manager on team vision and overall engagement of staff. Suggest opportunities to enhance/improve engagement/morale, and maintain a solid pulse on the team
Be an ambassador for both the Cars.com and Customer Care culture and brand
Customer-focus
Ability to be interactive on a regular basis with internal customers, external clients, vendors, and dealer customers via phone, email, text and chat
Effective time management, organizational and prioritization skills
Leadership, sound judgement and decision making
Flexibility, initiative, strong work ethic and passion for being part of a team
Ability to solve problems quickly and creatively
Knowledge of MS Office and Windows required; greater technical aptitude encouraged
Strong interpersonal skills, ability to influence without authority, and achieve results through others
Ability to multi-task and drive results in fast paced environment
Self-motivated, energetic and efficient
Ability to learn quickly, adapt to change, and help others to do the same
Passion for developing others
Ability to work additional hours, and weekend and/or evening hours
2 years of relevant work experience required
Prior leadership experience in service industries preferred
Dealer Support experience preferred

Customer Care, Implants Team Leader Resume Examples & Samples

Leading a team of up to 10 on the shift
Leading & motivating the workforce
Take responsibility and support the departmental Supervisor in achieving departmental and divisional KPIs and objectives, and have action plans in place to correct off track KPIs
Manage effective communications with the team to deliver operational targets, issues, briefings are effectively delivered
Accurately monitor and use relevant production KPI's to ensure maximum efficiency and compliance
Utilise team members effectively to deliver agreed targets to required quality and output
Ensure all team members are trained and capable to undertake required tasks
Ensure team members are only employed on tasks they are trained to do. Undertake relevant induction training with new members of the team
Plan and deliver the GPS and Compensation processes for the team when required
Conduct regular 1-1s
Have PDPs in place with team members to develop and build organisational capability
Ensure that start and end shift procedures are in place and delviered
Ensure all relevant paperwork is completed on time and with 100% accuracy
Ensure all quality and safety standards are adhered to and championed as necessary
To operate in a safe working manner and be responsible for H+S within designated areas,
Liaison with customers, couriers, other departments and the Sales force
Be an expert in the departmental processes
Take responsibility for identifying areas of improving and assisting in the implementation of actions relating to these
Lead and implement projects both within the UK and Europe and the team and cross-functionally, to further improve the department, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
Take responsibility for both your own engagement and also assist in driving engagement in the department. This will include taking a leading role in the Q12 impact plan
GCSE or higher
Ideally experience of running a shift or leading a team in a similar environment

Customer Team Leader Chronic Care Resume Examples & Samples

Communicate with courage and candor as we evolve our engagement model for this customer segment
Customer-centric mindset and the skills needed to listen to customers and understand their objectives and overall relationship with our broader organization
Demonstrated account planning and management skills and strong collaboration with extended teams toward common goals
Minimum of (5) years experience in Sales, Marketing or Managed Care - Pharmaceutical industry
75% Travel
Minimum of (3) years experience working with key thought leaders or high influence customers in large group practices, hospitals, or managed care organizations
Minimum of (2) years experience working in Marketing, Managed Care, or Sales support areas within the Pharmaceutical industry
Experience working in Marketing or Basic Research
Experience selling in the Pharmaceutical, Biotech & Medical Device Industry
Previous Field Sales Management experience
Capable of establishing relationships and networks within a customer organization

Team Leader, Customer Care Center Resume Examples & Samples

Provide timely, objective and effective feedback to CSRs regarding their performance
Coach, develop and motivate CSRs to insure the highest individual and collective performance of all team members
Maintain comprehensive and accurate supervisor files
Promote diversity and inclusion within the workplace
Manage CSRs in accordance with established work rules (Departmental Productivity Guidelines, Code of Conduct, etc.)
Promote a strong team environment among all employees
Promote safety and health
Proactively direct workforce with a clear sense of urgency
Facilitate and participate in productive team meetings
Promote a professionalism behavior acting as a role model and leading by example
Effectively resolve customer issues and complaints to maintain a high level of customer satisfaction
Promote an environment of continued improvement and best practices
Effectively communicate with Operations, Work Management and Meter to Cash on a daily basis
Collaborate with Training and Quality Assurance departments to effectively develop employees
Actively participate in Performance Management meetings
Cover standby responsibilities
Effectively manage the call off line
Customer Service Supervisory experience
Customer CareCenter Operations
DIS and Call Aid applications
State and Federal Regulations
Strong verbal and interpersonal skills
Ability to manage priorities in a fast paced environments
Available to extend hours as needed
Available for flexible work schedules
Goal and results oriented
Strong emphasis on customer satisfaction results

Team Lead-customer Care Resume Examples & Samples

Coach and develop team members in all aspects of performance including, but not limited to metrics and behaviors related to the customer experience
Draft and conduct performance evaluations, may assist in the employment decision, sets performance goals and objectives
Manage employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed
Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions
Documents all coaching/development sessions, utilizing designated tools, in a timely manner
Interacts with cross-functional support groups in order to manage the day-to-day operations
Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required
The list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities, as needed
High school diploma or equivalent experience required, bachelor’s degree preferred

Customer Care Loan Team Lead Resume Examples & Samples

Assists in setting clear expectations and goals to ensure the overall customer care loan team succeeds in the highest customer satisfaction
Ensures CRM are processed and work with assigned SLA’s
Ensures inbound calls are serviced within established SLA’s for the Loan Support Specialist
Assists in career paths for team employees to identify growth potential and tracks the employee’s performance to ensure their success in their career
Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates specific to the loan support team
Closely monitors the development as well as continuous improvement of the entire loan team on a day-to-day basis
Responsible for communicating the company’s purpose, core values, and mission to the team
Responsible for ensuring that the representatives follow their schedules properly as designed
Handles loan escalated calls, complaints, and questions as necessary
Actively takes part in assisting Managers with monthly team meetings
Prepares documentation such as general reports on each team member’s performance documentation for the Section Manager
Promotes a harmonious work environment through a team approach
Recommends solutions for departmental issues
Consistently maintains a professional, courteous, and pleasant tone regardless of the circumstances, or stress level of the call center
Uses proper judgment, experience and job knowledge for solving problems and issues
Assists to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise
Maintain a broad awareness of other technologies in the rapidly changing environment of financial services
Offering suggestions and developing procedures or technology that may increase efficiency within the call center

Senior Team Leader Customer Care Center Resume Examples & Samples

Assist in setting department goals and objectives. Lead and direct the work teams to accomplish agreed upon goals and objectives
Leads a 24x7 emergency contact center operation. Responsible for staffing floor manager, day and night, along with duty and back-up duty supervisors to provide 24x7 management support 365 days per year
Ensure that service levels meets customer needs and corporate goals. Identify obstacles to meeting service level objectives and work cooperatively with Resource Planners, second site and management to adjust staffing levels, schedules, work rules or procedures as needed to accomplish objectives
Ensure that service levels are maintained and customer needs are balanced based on volume and type of work (Collections, EIP, Overflow, Apartment Business Line, Move Order, Business, Billing, Outage, Outbound, etc.)
Manage a team of professionals (5-10 supervisors) who in turn will manage the effectiveness of their direct reports’ performance
Supervise a team of customer consultants or telecollectors (7-10)
Coach, counsel and mentor employees and team leaders to improve performance and develop their skills and knowledge

Customer Care Technical Team Leader Resume Examples & Samples

Handling of incoming technically-related calls and emails from customers within the set quality standards. – 20%
Fielding calls and responding to inquiries pertaining to American Standard Fixtures & Fittings, Luxury, Crane Plumbing Products, Fiat Products, Eljer Fixtures and Fittings, and all other ASB Products sold in the United States. – 5%
Addressing and Resolving Complaints and Escalation issues that are complex in nature for resolution. – 15%
Sales of repair parts out of warranty. – 5%
Processing and completion of product order requests through order entry into the Customer Relationship Management tool “CRM” and SAP. – 5%
Entering Warranty repair parts orders received via telephone, email and regular mail. – 5%
Making Outbound Calls to perform customer follow-ups with regards to requesting more information, or to provide resolution to pending cases – 2 %
Fielding requests for product templates, literature requests, faxing instruction & installation manuals, etc. – 5%
Advising clients on how to proceed with regards to resolution of warranty issues – 2%
Logging customer information accurately into CRM. – 2%
Proactively work with the inside technical representatives in resolving escalated field issues to best prevent escalated customers. – 15%
Participation in general team meetings, training sessions, product updates and GPS. – 2%
Perform supervisory duties in the absence of the supervisors to include but not limited to opening and closing the department, coordinate GPS classes on Saturdays, and record employee related issues. – 15 %
Continually develop product knowledge, especially from field issues in order to support the inside technical representatives. Work with Manager and Supervisors to ensure the accuracy of warranty knowledge and utilize the Windchill program when necessary. – 2%
High School Diploma / GED required
Excellent product knowledge of the complete American Standard Brands’ product lines and the stages of their production
Previous customer service experience