Customer Service Team Lead Resume Samples

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F Veum

Fanny

Veum

25092 Ivah Centers

Houston

+1 (555) 179 2542

25092 Ivah Centers

Houston

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

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

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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

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

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

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

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

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

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

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)

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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

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

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)

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

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

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

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

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

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

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

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

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

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