Customer Care Team Lead Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the customer care team lead job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

D McClure

Demarco

McClure

37571 Halie Plaza

Dallas

+1 (555) 572 3938

37571 Halie Plaza

Dallas

Phone

p +1 (555) 572 3938

Experience Experience

Philadelphia, PA

Customer Care Team Lead

Philadelphia, PA

Mertz and Sons

Philadelphia, PA

Customer Care Team Lead

Update and maintain reports and tracking tools
Ensure that staff is adhering to lunch and break schedules
Serve as resource for CSRs by providing information and guidance
Oversee and manage the banking process which will include
Provide management with recommendations for staffing and process improvements
All mandatory training completed to deadline and understood within given timescales
Assist in the development of training materials

New York, NY

Customer Care Team Lead-french / English

New York, NY

Jaskolski, Haag and Schowalter

New York, NY

Customer Care Team Lead-french / English

Review Experian checks to ensure we remain in compliance with the Patriot Act
Assist in facilitating training courses
Provide feedback to Management Team regarding call trends and coaching opportunities
Managing the absence/timekeeping for the team
Monitoring and coaching staff to improve performance and effectiveness
Assisting with the performance management of the Customer Service team (internal and external)
Secure and analyze relevant information to identify key issues or trends through OTC expert knowledge with SAP and use of BASF Global Reporting Tools

present

San Francisco, CA

Customer Care Team Lead-spanish / English

San Francisco, CA

Wisozk-Wyman

present

San Francisco, CA

Customer Care Team Lead-spanish / English

present

Assist CSR’s with questions through proactive management and floor presence/coverage
Work as a member/leader of special or on-going projects that are important to area/process improvement
Use system and modified reports to track productivity and quality of CSR’s performance
Assist the management team with daily operation of the call center to include the development, analyses and implementation of policies and procedures, staffing, training, scheduling, and reward/recognition programs
Maintain awareness of system speed and failures and communicate to Management for resolution
Assist with interviewing CSR candidates
Handle inbound, outbound and escalated calls

Education Education

Bachelor’s Degree in Employee Satisfaction

Ohio University

Bachelor’s Degree in Employee Satisfaction

Skills Skills

Strong computer skills, (ability to create, edit and analyze spreadsheets)
Strong attention to detail
Proven ability to successfully prioritize and plan to meet goals
Ability to multi-task, adapt rapidly to constant change in processes and technology
Knowledge of all of the duites of the Customer Care Specialist and Sr. Customer Care Specialist positions
This includes performance corrective action, attendance corrective action, behavioral corrective action and anything not mentioned that results in corrective action
Excellent communication (written and verbal), interpersonal and influencing skills
Excellent problem solving and analytical skills
Ability to easily adapt well to change and encourage others to do the same
Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients

Create a Resume in Minutes

7 Customer Care Team Lead resume templates

Read our complete resume writing guides

Customer Care Team Lead Resume Examples & Samples

Proactively identify service delivery failures and escalate issue/impact to appropriate business owners
Meet regularly with individual team members; coach them to meet and exceed their metrics and sales goals
Utilize reporting and direct observation to keep them abreast of their performance towards those goals
Provide performance analysis to implement action plan strategies to improve overall performance
Decisions are generally strategic in nature
Problems encountered are difficult in nature and complexity
Day to day decisions generally made without supervision or review
Responsible for broad scope of decision-making
Authority for decision making with system changes and projects across the division and in conjunction with other business units
Will communicate high level results of decisions to management
Makes hiring and staff decisions

Customer Care Team Lead Resume Examples & Samples

1-3 years’ experience in a call center environment or related customer service supervisory experience
Working Knowledge of order fulfillment systems
Demonstrated proficiency with customer relationship management platforms (SalesForce, Service Cloud)
Customer Driven
Ability to multi-task in a fast paced environment
Strong knowledge of Excel
Publishing/direct Mail Knowledge
Superior phone manner and communication skills
Working knowledge of Microsoft Word and Email
Excellent follow-up skills

French Customer Care Team Lead Global Bank Resume Examples & Samples

Managing an international team of 10-12 members
Daily, weekly and monthly reporting
Conducting review meeting with team members
Monitoring performance and providing feedback
Dealing with escalations
Providing support to Senior Management
Min 2 years team management / team leader function experience from customer service, call centre or
Ideally 3+ years of customer service / helpdesk / technical support/ call centre experience
Strong time management, organizational skills
Ability to work in a pressurized environment
Strong communication, problem solving skills
Fluency in French and English
Complete fluency in spoken and written English

Customer Care Team Lead Resume Examples & Samples

Demonstrated subject matter expertise on company products and services required
Demonstrated proficiency with call center applications required
Demonstrated performance in customer satisfaction and efficiency required
Proficiency with Windows, MS Office Suite, and Internet Explorer required

Weekend Customer Care Team Lead-stevens Point Resume Examples & Samples

Analyze and resolve representative and customer issues of a more complex nature by utilizing advanced problem solving skills and information from multiple computer databases. Research and provide a resolution that ensures customer satisfaction and retention and mutually benefits the customer and Associated. Perform high level maintenance including monetary transactions as exceptions whenever necessary
Responsible for traffic control and ensuring staff is at the right place at the right time to meet interval and overall daily service level goals
Provide quality service as a differentiator for our company to retain current customers and attract new business. Exercise good judgment according to current policies and procedures when resolving customer situations and override policy or seek assistance for exceptions when necessary to ensure customer satisfaction while still limiting exposure to the company. Utilize advanced training and skills to handle more complex and unusual customer transactions and assist representatives
Protect the bank and customer from exposure to loss, data compromise, fraud, and/or identity theft by understanding and complying with department and company fraud, security, CIP, privacy, confidentiality guidelines and processes for all employee and customer information
Ensure that customer’s needs related to all products and services across all business lines including more advanced skillsets are identified and solved for as products and systems are developed and changed when taking customer calls
Monitor and evaluate agent calls for quality assurance and compliance through establish quality assurance programs. Proactively communicate any customer or representative issues or trends
Perform and transact appropriate maintenance and monetary transactions including negotiation of fee reversals above all representative levels. Maintain fiscal responsibility when exercising judgment within prescribed guidelines. Collect information, evaluate criteria and inform customer of decision in refunding service fees when appropriate. Assist other representatives with making appropriate fee waiver decisions and communicating with the customer
3-5 years customer service or banking experience, plus demonstrated ability or experience in providing work direction or leadership
5-7 years customer service or banking experience, plus demonstrated ability or experience in providing work direction or leadership

Front Office, Customer Care Team Lead Resume Examples & Samples

Minimum of two years of customer service experience required and one year of supervisory or leadership experience preferred
Demonstrated proficiency with call center applications preferred
Demonstrated performance in customer satisfaction and efficiency

Customer Care Team Lead Resume Examples & Samples

Supervise and talent manage the activities of three to possibly five CCARs or CCASs; drive and implement new technologies and processes within your team environment; demonstrate adaptability and positive leadership during change management situations, including ever changing workload requirements
Understand the overall Customer Care organization strategy and how it fits into the broader scope of BASF becoming a key contributor in the development of internal KPIs, goals and objectives for continuous improvement
Review daily order exception report, directing team members to clear exceptions; act as gatekeeping for sales and risk reporting to business unit; manage situations escalated to them
Participate in S&OP meetings, sales meetings, and other business meetings as required; provide project leadership across hubs, business units and global projects
Organize clear key deliverables, establishing and meeting deadlines, action item resolution, information sharing with stake holders, decision making, collaboration, and final presentation
Have business dependent authorization for expediting, alternate packaging offerings, incoterms determination, customer returns/debits/credits, and off-spec inventory and customer risk prioritization during high volume time periods throughout the year. As well as authorization levels to approve other services for CCARs on the team
Report financial and analytical information for the department, including customer adjustments, credit or debit requests, billing corrections, audit and review return documents for billing into SAP and numerous other data requests
Secure and analyze relevant information to identify key issues or trends through OTC expert knowledge with SAP and use of BASF Global Reporting Tools

HS Reservations & Customer Care Team Lead Resume Examples & Samples

Must be able to work a variable schedule, including evenings and weekend, based on call center needs
Proficient with Microsoft Office, the Internet, along with basic data entry and word processing skills
Travel Club, Membership/hospitality background
Minimum one year team lead experience
Large call center environment experience
Hilton Select product knowledge
Hilton Select sales experience
Experience using VOICE, i3, Journey, and HS Member Lookup

Customer Care Team Lead-professional Software Resume Examples & Samples

Provide advanced support for Customer Care Representatives by answering complex questions on issues from customer calls, emails, or other business scenarios
Field and resolve supervisor escalation calls with white glove care
Coach and mentor representatives, delivering QAs and providing support for areas of opportunity
Monitor all inbound queues, including phones, email, and Salesforce.com; adjust and coach representatives appropriately
Coordinate coverage in areas where needed
Provide support to the Customer Care Managers, as needed, including administrative, daily reporting, and follow up requests
Develop strong internal and external business relationships
1+ year of technical support service center experience
Excellent leadership skills; ability to make sound business decisions
Ability to positively and proactively address customer and employee concerns
Ability to lead, develop and coach others
Ability to display commitment to team work and a willingness to assist
Advanced troubleshooting skills
Strong organizational skills; Ability to manage competing priorities with great effectiveness
Ability to work any shift during business hours including occasional Saturdays
2+ years’ experience in a leadership role
Advanced knowledge of all professional software products, and processes including TigerLead, Reesio, Top Producer, and FiveStreet
Advanced knowledge of Salesforce.com

Customer Care Team Lead-french / English Resume Examples & Samples

Handle inbound, outbound and escalated calls
Assist the management team with daily operation of the call center to include the development, analyses and implementation of policies and procedures, staffing, training, scheduling, and reward/recognition programs
Insure employees have appropriate training and other resources to perform their jobs
Assist CSR’s with questions through proactive management and floor presence/coverage
Minimum of 6 months Call Center Experience
Proficiently with PC Based software required, i.e. Word and Excel

Customer Care Team Lead-spanish / English Resume Examples & Samples

Use system and modified reports to track productivity and quality of CSR’s performance
Review Experian checks to ensure we remain in compliance with the Patriot Act
Maintain awareness of system speed and failures and communicate to Management for resolution
Respond / Assist with Web Inquiries as needed
Assist with interviewing CSR candidates
Work as a member/leader of special or on-going projects that are important to area/process improvement
Use appropriate judgment in upward communication regarding department or employee concerns
Monitor calls for quality performance and provide appropriate feedback
Must possess strong communication, organizational, and time-management skills
Must be able to handle multiple tasks while working independently, as well as, interact well with others
Must be able to develop and motivate a team
Must be able to communicate effectively (both verbally and written) to a variety of audiences
Prior Lead / Supervisory experience is strongly preferred

Customer Care Team Lead-m-f Resume Examples & Samples

Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains
Assist in developing revised standards and methods
Handle highly escalated supervisory type calls and other temporary assignments
Mentor team based on low production or quality results
Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed
SME for Customer Care procedures, call processing & soft skill techniques
Proven ability to successfully prioritize and plan to meet goals

Customer Care Team Lead Resume Examples & Samples

Assist with inbound/outbound activity and/or assigned projects
Ensure cooperation and coordination with other departments in the company
Ability to work in multi client/functional environment
Knowledge of all of the duites of the Customer Care Specialist and Sr. Customer Care Specialist positions
Strong computer skills, (ability to create, edit and analyze spreadsheets)
Advanced skills at effective listening and communication (verbal/written) with internal and external personell/customers/clients
Demonstrates leadership skills
Works well in a fast paced/high stress environment
Ability to easily adapt well to change and encourage others to do the same
Works well in team environment and as an individulal contributor
Expert skills in thinking outside of the box to resolve complex/escalated problems
Ability to effectively relay accurate and detailed information to various parties via in-bound and out-bound telephone calls, in team meetings, training sessions, and our clients
Minimum 3 years customer service in a insurance, banking, finance, mortgage lending or related experience
Minimum 2 years demonstrated leadership experience

Customer Care Team Lead Resume Examples & Samples

Knowledge of all of the duties of the Customer Care Specialist and Sr. Customer Care Specialist positions
Advanced skills at effective listening and communication (verbal/written) with internal and external personnel/customers/clients
Works well in team environment and as an individual contributor

Afterhours Customer Care Team Lead Resume Examples & Samples

Serves as the primary resource for Customer Care team members, and drives the highest level of performance on all non-clinical processes end to end
Assists with quality monitoring and provides constructive feedback
Conducts Quality Observations
Frequently monitors call volume and agent daily call operations
Mentors new staff and coaches staff on improvement plans
Collaborates with Manager and implements plans to ensure team achieves specific goals in support of client, team and overall operations goals. Be a champion for first call resolution strategy
Motivates and encourages team members to excel
Supports a team environment that contributes to a high degree of employee satisfaction and engagement
Assists with team incentives and fosters constructive inter-office team competition to motivate and reward performance excellence
With collaboration with Manager and Workforce Management Team, monitors team performance levels on an ongoing basis to ensure telephone and timeliness goals are achieved
Assists with calls and queues on an as needed basis
Assists with data collection and reporting of performance results for scorecards, SERP, shift bid, and other measurement tools
In collaboration with Manager, review and analyze daily metrics for staff to ensure compliance, identify trends, and implement action plans to address issues
Communicates process changes and new customer requirements to team members
Assists in modifying materials and providing training as needed to accommodate customer needs
Primary backup in the Manager?s absence, providing direction and guidance to the team

Customer Care Team Lead Resume Examples & Samples

Provide feedback to Management Team regarding call trends and coaching opportunities
Meet standardized goals and objectives as established through the management team
Must work well independently and as part of a team
Participate in training to maintain a high level of product knowledge
Participate in other projects as needed
Assist with escalated calls before escalation to team supervisors
Assist with general questions concerning Vonage related material
Assist agents with product knowledge and application navigation
Take customer phone calls as needed
Assist with gathering material for team meetings
Conduct team meetings in the absence of supervisor
Coach & develop agents as assigned by the Supervisor
Use positive reinforcement and recognition to motivate employees
Document all coaching and development sessions with detail and accuracy. The documented sessions should include any opportunities for improvement a detailed action plan with owners and due dates
Listen to calls side-by-side and remote to help identify process and/or system gaps that impact customers and agents. Team Lead’s will be responsible for assisting Supervisors to come up with possible solutions to improve the customer experience. The call listening sessions can, and will, be used for any coaching that is identified
Implement corporate and departmental policies, procedures and service standards in conjunction with management
Must reside in top quartile
In depth understanding of Vonage products , services, and procedures
Solid organizational, administrative, time management, and attention to detail skill-set required
One year call center experience
Excellent communication (written and verbal), interpersonal and influencing skills
Ability to multi-task, adapt rapidly to constant change in processes and technology
24/7/365 flexibility is required as shifts may vary based on business needs
Positive attendance and punctuality
Must be free of any corrective action (written or final)
This includes performance corrective action, attendance corrective action, behavioral corrective action and anything not mentioned that results in corrective action
Previous telecommunications and Technical experience
MS office; excel, word and PowerPoint

Customer Care Team Lead Resume Examples & Samples

Assist Customer Care Representatives with day-to-day activities and provide them with guidance and motivation. Train, coach, and track daily production & daily attendance. Handle all escalated requests, whether via written correspondence or via phone
Understand monthly goals and track progress throughout the month
Take over escalated guest calls to fix issues and provide guest satisfaction
Assist Supervisors by making sure the proper fees are being charged consistently including upgrades, 45 day and change fee’s, and all holiday and extra night charges
Monitor and provide feedback on phone calls for customer care representatives
Assist other departments and fill in as Team Leader on duty whenever needed
Assist Supervisors with tracking and maintaining the day-to-day, weekly, and monthly team reports for performance and attendance, while following the Standard Operating Procedures
Work closely with Supervisors in creating monthly strategies with individual team and the overall team to accomplish monthly goals
Back up support for Supervisors when needed
Maintain reports that are assigned from the team in a timely manner
Maintain a highly motivated work environment through positive reinforcement and coaching. Promote the Hilton Value at all times
Ensure the privacy and security of confidential information regarding guests
Maintain an upbeat, positive and motivated demeanor, especially when interacting with Hilton guests, coworkers, and managers
Minimum of one (1) or more years of supervisory experience required
Ability to work in a fast paced environment while being able to multi-task
Ability to think critically and problem solve

Customer Care Team Lead Resume Examples & Samples

Candidate must possess at least a Bachelor's/College Degree , Engineering (Electrical/Electronic) or equivalent
At least 2 year(s) of working experience in the related field is required for this position
Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in Engineering - Electrical or equivalent
Full-Time position(s) available

Customer Care 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

Customer Care Team Lead Resume Examples & Samples

Research and resolve escalated customer issues
Outbound calls to address customer complaints and offer resolution
Serve as resource for CSRs by providing information and guidance
Monitor calls and provide representatives feedback
Ensure that staff is adhering to lunch and break schedules
Manage phone queues to maximize coverage
Alert management of potential issues
Update and maintain reports and tracking tools
Assist in facilitating training courses
Provide management with recommendations for staffing and process improvements
Maintain up to date knowledge of services and procedures
Coordinate workloads with other departments to ensure performance standards are met
Work with other Leads to maintain coverage
Assist in the development of training materials
Resolve escalations in person in front counter environment
Participate special projects as needed
Work Saturdays on rotation basis
1-2 years' experience in providing customer service either via phone or in person
The ability to mentor peers and provide support to the team
The ability to work under pressure and maintain a high level of organization
Proficiency in MS Office applications is a PLUS