Customer Service Team Leader Resume Samples

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M Dooley

Michelle

Dooley

339 Lon Ports

Chicago

+1 (555) 699 8182

339 Lon Ports

Chicago

Phone

p +1 (555) 699 8182

Experience Experience

Detroit, MI

Customer Service Team Leader

Detroit, MI

Mayert-Brown

Detroit, MI

Customer Service Team Leader

Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
Work with quality management team to drive continuous improvement in the network billing process
Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
Drive continuous improvement of the process performance and team efficiency by use of visual management systems (within the framework set by CENCS)
Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board

New York, NY

Potential Customer Service Team Leader

New York, NY

Smitham, Gibson and Hauck

New York, NY

Potential Customer Service Team Leader

Challenge working methods and practices and provide creative solutions and clarity for customers
Support, coach and develop talent within your team in relation to systems, processes and behaviours
Sales Managers
Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
Leading by example, continuously and consistently motivate and manage a customer service team
Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice’
Act as point of contact in Team Managers absence

present

San Francisco, CA

Call Center Customer Service Team Leader

San Francisco, CA

Nienow Inc

present

San Francisco, CA

Call Center Customer Service Team Leader

present

Provide assistance/support to other areas of the business
Manage call and email escalation
Provide accurate Customer feedback regarding products and services
Approve, manage, and lead training for team members
Prepare and present performance appraisals for Customer Service Representatives
Manage backorder maintenance and generate pick-up tags for returns
Manage department expenditures-(office supplies and equipment)

Education Education

Bachelor’s Degree in Professionalism

Colorado State University

Bachelor’s Degree in Professionalism

Skills Skills

The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
Structured and disciplined individual who is comfortable with detail
Excellent interpersonal and relationship building skills with the ability to influence all levels
People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
Good people and interpersonal skills to build effective relationships with all levels of professionals
Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential
Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
Ability to communicate effectively and professionally in both local language and English (written and oral)

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15 Customer Service Team Leader resume templates

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Credit Card Customer Service Team Leader Resume Examples & Samples

Develop and lead team of Specialists
Lead by example and coach on key behaviors to drive results
Select and retain talent
Relationship management

Customer Service Team Leader Resume Examples & Samples

Act as primary management contact for Americas Customer Service when the CS
Provide guidance and act as primary escalation point for CE Executives needing
At least 6 months experience in a telephone based online business involved with
People skills with ability to actively listen, empathise, and effectively and

Customer Service Team Leader Resume Examples & Samples

Act as primary management contact for Customer Service when the CS Supervisor, Special Segments is not available
Assist with and monitor activities of staff including recruiting, scheduling, coaching, training, retraining andperformance management to develop an effective team with a strong customer focus
Share information and work with other Special Segments teams
Work with Circulation, Product, Sales and other Dow Jones departments necessary for handling internal and external customer contacts quickly and correctly. Support sales teams, as applicable
Generate ideas that streamline processes and reduce manual work that quicken customer service operations and better the customer experience
Identify trends and develop and implement plans for improvement to ensure required customer satisfaction levels
Make preparation for new hires, including new hire training, job shadowing schedules and general and specific introduction to Dow Jones, our products and services
At least 6 months experience in a customer service organisation in support of high-end products and high value clients
Experience supporting applications in a web environment
People skills with ability to actively listen, empathise, and effectively and professionally handle challenging internal and external customers
Oral and written communication skills with ability to explain complex ideas at a level appropriate to the audience using ideas/terminology to ensure customer understanding and resolution of enquiries
Ability to monitor team activities to ensure goal fulfilment
Ability to work well under pressure
Ability to work effectively across business units to meet customer goals
Ability to train team members on new and existing Dow Jones products and services
Ability to coach team members on successful job behaviours
Ability to schedule work and implement work assignment adjustments to meet changing work priorities
Sound judgment, with the ability to solve problems independently
Ability to assimilate complex product knowledge and identify appropriate solutions
Commitment to customer satisfaction to provide quick and thorough response to customers’ requests or problems
Ability to build and develop relationships with others to assess needs, and identify and solve problems

Call Center Customer Service Team Leader Resume Examples & Samples

Oversee, maintain, and approve vacation and time off requests in accordance with the “Customer Service Guidelines.”
Maintain the Customer Support Calendar and assure that all channels have adequate coverage
Ensure that all Customer Service Representatives comply with Customer Service norms
Attend Sales Conferences
Maintain familiarity with promotions for each channel (Retail and Distributor or Direct to Consumer and Church)
Prepare and present performance appraisals for Customer Service Representatives
Approve, manage, and lead training for team members
Manage call and email escalation
Manage department expenditures-(office supplies and equipment)
Maintain Daily/Weekly/Monthly stat reports
Receive, analyze, and resolve all phone inquiries and/or issues from Customers in accordance with HCCP policies and procedures, including shipment tracking, backorders, pending orders, shorted, damaged, or defective products
Receive and direct input of all Customer and Sales personnel phone orders with the ability to respond to inquiries regarding stock status, discount, shipping methods, returns issues, and promotions
Process fax, email, and snail mail within 24 hours, inquiries and correspondence as assigned within 48 hours
Process markdowns and POS credits as approved by Sales
Process return requests
Maintain familiarity with product lines to assist Customers in placing orders and provide information on all Bible, book, audio, DVD, digital, and Bible Cover publications
Route new account requests
Research chargeback claims, provide PODs, etc
Understanding of computer applications for information and resolution of Customer needs
Provide accurate Customer feedback regarding products and services
Communicate effectively with internal and external Customers and Customer support staff
Customer Service Oriented/Service Mentality
Detail oriented/organized
Ability to work independently and in a Team
Ability to prioritize and multi task
Computer skills, Microsoft Office, excellent written and verbal communication skills
Working knowledge of HarperCollins Christian Publishing products, as well as that of competitors

Customer Service Team Leader Resume Examples & Samples

Deliver world standard client service by answering telephone inquiries timely, accurately, professionally, and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs, and selling and referring products and services
Handle escalated calls from Customer Service Representatives
Assist with scheduling and coordinating team activities
Provide input into performance appraisal process and hiring decisions
Assume non-supervisory responsibilities of a Team Leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
Provide direction and assistance to Customer Service Representatives
Participate in special promotions and projects as directed by Customer Service Supervisor
Associate's degree in a related field or equivalent education and related training
Two to three years of client service experience
Excellent problem-solving skills and listening skills
Excellent computer navigation and keyboarding skills, including ability to navigate between multiple systems
Demonstrated time management skills

Customer Service Team Leader Resume Examples & Samples

In this role you’ll:*
Supervise a team of Customer Service Representatives and ensure Service Level Agreements (SLAs) and Key Performance Metrics are met
Support and develop staff to improve efficiency and performance of the team
Attend regular meetings with Financial Times Customer Service Management
Coach team members on effective use of process and procedures and conduct quality audits weekly
Maintain coaching logs and audits for documentation and reporting
Deliver key projects and initiatives to improve customer service and experience
Pro actively contribute ideas and give timely feedback to the FT Customer Service Management team
Drive a positive and healthy working environment
Submit weekly report and ensure daily log sheets and weekly reports of subordinates are received
Develop and maintain training manuals and ensure Customer Service Representatives are well trained
Ensure team is familiar with products and services, and be able to identify opportunities to sell/up sell and salvage cancellations

Customer Service Team Leader Resume Examples & Samples

Review Quality Assurance data to evaluate performance, analyze trends and provide constructive feedback
Conducts monthly team meetings to deliver key communications and build team spirit and provide recognition
Supports the hiring and training process by conducting interviews and making recommendations for hire
Develops and leads an effective team that proactively retains eBay customers

China Card Citiphone Customer Service Team Leader Resume Examples & Samples

At least 2 years relevant experiences in Call Center
Good problem and complaint handling skills
Independent, hardworking, self-motivated and good team player
Fluent in spoken English

Customer Service Team Leader Resume Examples & Samples

The Customer Service Team Leader is responsible for helping to lead the team to ensure all customers receive superior service appropriate for Dow Jones PIB products
The Customer Service Team Leader has a responsibility to ensure that customers are satisfied and remain loyal to Dow Jones and that the department's mandated service levels are achieved
Act as primary management contact for Customer Service when the CS Supervisor is not
Available
Conduct telephone, e-mail, and web chat monitoring for staff and provide feedback for
Development purposes and to ensure accurate and timely support
Share information and work with other Customer Service teams to ensure global consistency
Work with Dow Jones internal partners as necessary and support sales teams, as applicable
Generate ideas to streamline processes, reduce manual work and make the customer service operations process as efficient as possible, with the goal of improving the customer experience
Make preparations for new hires, including assisting with new hire training, organizing job
Shadowing, and providing an introduction to Dow Jones products and services
Assist supervisor in guiding reps through proper workflow procedures related to escalations and system issues
Act as Manager On Duty as necessary to support the team and meet global objectives
Handle special projects, as needed

Customer Service Team Leader Resume Examples & Samples

All employees have a responsibility to co-operate in promoting and maintaining a safe and healthy working environment, and to take reasonable care of their own health and safety at work and that of all other staff that may be affected by their acts or omissions. Line managers have specific responsibility for the health and safety of their direct reports and other team members for which they have general management responsibility
To ensure the provision of the highest level of service to candidates, and to act as a referral point for any complex customer service issues within the team
To proactively develop, implement, maintain and communicate effective operational procedures
Provide training and development of direct reporting staff with coaching to improve performance and to assist in their own development
Supervise a team of customer services staff, acting as first/second line escalation for queries ensuring that complaints are dealt with in line with the business expectation
Lead and demonstrate continuous improvement by contributing to the review, amendment and implementation of improved procedures, processes and standards that increase efficiency and effectiveness
Deliver, review and document performance with team members on a regular basis
Monitor and evaluate calls and other Customer Service Centre tasks
Work closely with other departments to ensure delivery of individual client service requirements
Ensure employees are competent to use business systems to support their role
Deal with the responses of all customer complaints in line with client requirements
To cover other roles within the Customer Service Centre, including specific project work, as and when needed.
Experience of working in a customer service environment
Able to demonstrate the ability to manage your performance and workload
Strong communication skills to all levels of audience, across cultures
Self-driven and motivated, enthusiastic and energetic
Ability to work in a team and individually, to give, take and seek instruction when necessary
Fluency in English, both written and spoken
Management experience in a service related role and environment

Customer Service Team Leader Resume Examples & Samples

1) Manage and develop customer service staff providing continuous coaching, feedback, and training
2) Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
3) Assists in coordinating day-to-day activities of customer service representatives
4) Serves as a motivator to assist driving the team towards goals
5) Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
6) Recommends, tests, and implements solutions to process and procedural problems
7) Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
8) Manage and review all reports directly related to core functions and life of a sale monthly
9) Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
10) Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
11) Provide feedback to Manager regarding customer service associates day-to-day performance
12) Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors products and parts
13) Participate in and act as customer service representative in company wide special projects
14) Performs other related duties as required
2) Offers own opinion even when it is likely to meet resistance
3) Displays a commitment to the organization by setting high standards of performance
4) Uses available resources to ensure attainment of team goals
2) Manages multiple tasks to obtain timely results
1) Proven strength displaying Core Leadership Competencies
2) 5+ years experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
3) Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
4) Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
5) High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred

Ccb-customer Service Team Leader Resume Examples & Samples

Identify ways to support inclusion and diversity
Ability to delegate tasks
Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools

Customer Service Team Leader Resume Examples & Samples

Basic Qualifications
Bachelor’s degree or High School Diploma/GED with a minimum of 2 years’ experience in a financial services, operations or customer service setting or equivalent military experience
Minimum of 1 year of supervisory or leadership experience
Must submit your application for employment through gecareers.com to be considered (Internals via COS)
Must be willing to comply with pre-employment screening, including but not limited to drug testing, reference verification, and

Customer Service Team Leader Resume Examples & Samples

Deliver world standard client service by answering telephone inquiries timely, accurately, professionally and courteously. Maintain the required performance standards in quality, occupancy, attendance, promptness, identifying client needs and selling and referring products and services
Assume non-supervisory responsibilities of a team leader, which include: exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department
Three years of client service experience

Potential Customer Service Team Leader Resume Examples & Samples

Leading by example, continuously and consistently motivate and manage a customer service team
Work with team, the customer, sales and internal departments to maximise order book conversion for your area of responsibility
Develop and maintain excellent customer focus. Identify and address day to day operational issues in line with ‘customer partner of choice&#8217
Support pro-active management of customer order books ensuring integrity of orders and maximising sales and conversion opportunities
Follow agreed procedures ensuring standards and documentation exists for all new and existing processes. (red book process)
Demonstrate and develop commercial awareness by supporting the business on delivery of sales and financial targets and objectives
Act as point of contact in Team Managers absence
Proactively arrange and participate in forecast meetings, orderbook reviews, Aligned logistics meetings, delivery action meetings and other business critical meetings required for area of responsibility. Ensure timely feedback to line manager
Actively build and maintain relationships with other departments, focussing specifically on sales team, in order to maximise orderbook conversion focussing on achieving both Stockturn and OTIF measures
Work closely with the customer, other team leaders and managers to improve supply change efficiencies to ensure best practice is consistent across the wider department
Liaise with all areas of the business to identify stock/order status and ensure the quality of information provided to accounts is 100% accurate at all times
Look to exceed all personal and departmental objectives within specified timelines
Support, coach and develop talent within your team in relation to systems, processes and behaviours
Actively encourage team to develop strong relationships with sales, logistics and other departments
Constantly review weekly team meeting format and agenda to maximise engagement and participation
Consistently prepare for and conduct constructive monthly review meetings with each team member. Formal appraisals to be conducted as specified
Challenge working methods and practices and provide creative solutions and clarity for customers
Lead team to influence all warehouse functions identifying process failures and recommending effective solutions
Ensure team works within DC SLA’s managing customer’s expectations in line with this
Attend customer visits with a positive and professional manner. Having sent agenda points to the customer ensure you are fully prepared for the meeting. Feedback minutes to Line Manager and follow up on any action points
Display a positive, professional, attitude at all times
Use knowledge to support customer satisfaction & offer alternative solutions. (eg switch selling, next day delivery, suitable bookings etc). Own the customer contact and ensure conclusion reached to mutual benefit
Proactively Support the implementation of business initiatives such as ZSOL order upload, EDI, Direct Containers, Peak Planning and SHAS/VAS solutions
Develop teams knowledge and participation in key business initiatives
Live and breathe the Customer Service department’s managers ‘Code of Conduct’, promoting the adherence to Customer Service Minimum Standards
Support the implementation and reporting of Key Performance Indicators constantly reviewing to add any new measures that will be beneficial to the wider business
Hold team members accountable for KPI’s relating to their performance, knowledge and account base
Ensure team performance is consistently of an excellent standard swifty and decisively addressing any performance issues prior to them having any detrimental effect
Review team fit and correct people for correct account(s) within your team on regular basis in order to maximise performance
Focus on succession planning to minimise impact to customers when natural progression occurs
Ensure that HR policies are followed, clearly communicated and executed to the highest possible standard at all times
Improvement focused, able to challenge the norm
Demonstrate high level of professionalism representing the adidas group both internally and externally
Commercial and financial awareness
Team player, able to inspire others
Ability to forge and maintain strong relationships
Effective manager of people
Excellent knowledge and skills in Word, Excel, PowerPoint
Strong understanding of all PC based systems e.g. Microsoft Office, SAP

Customer Service Team Leader Resume Examples & Samples

Overseeing and monitoring daily activity within a unit
Conducting training on systems and specialized applications
Coordinating workflow activity in a unit and providing guidance, feedback and supervision to less experienced or designated customer service reps
Participating and overseeing audits within unit
Ensuring that control procedures are followed to mitigate financial or compliance risks
Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues
Works under minimum direction and assists to plan and organize work within the team. Communicates and seeks counsel with appropriate individuals on questionable or unprecedented issues to managers
FINRA Series 7 and 63 licenses required; Series 24 preferred
Previous successful customer service, or call center experience required, preferably in a Brokerage Customer Service environment
Demonstrated exceptional problem solving skills
Excellent communication and strong customer service focus
Ability to communicate effectively with peers, support services, and other units
Strong computer skills - Microsoft Word/Excel
Technologically proficient with the ability to coordinate multiple projects
Effective written and oral communication with good analytical skills required
Bachelor degree or equivalent; demonstrated experience in the related industry
Bilingual skills (English/Spanish) preferred

Customer Service Team Leader Internal Candidates Resume Examples & Samples

Lead, develop, and motivate a team of 15-20 customer service representatives
Provide behavioral based coaching and feedback in order to drive performance, as well as to promote continued growth and career development
Monitor, analyze, and evaluate individual and team performance in relation to customer service and business goals
Conduct disciplinary action as needed, including but not limited to informal and formal write ups and corrective action plans to improve performance
Manage daily contacts in a multi-channel in and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
Ensure employee adherence to company values, quality and PCI requirements, accuracy, schedule, and other expectations in a fast-paced, market specific contact center
Support the interviewing, hiring, and training of customer service employees based on business need
Assist customers by responding to incoming calls, emails, & chats promptly and answering questions regarding a variety of service issues including but not limited to ordering, quality, delivery, billing, etc
Build and maintain business relationships and open lines of communications with our partners in Workforce Management, Training, QA, and other internal support teams

Customer Service Team Leader Resume Examples & Samples

People management for the team. Selection of team members, ensure appropriate skills, training, language and personal qualities within the team
Ownership of team metrics. Regular review of key performance indicators, identification of required remedial actions. Follow-up on commitments to ensure their completion
Acting as level two escalation point for major customer concerns, providing professional and expert resolution for selected customers issues, ensuring highest levels of customer satisfaction
Supervise operations and ensure flow quotations, order entry and dispute resolution activities meet required service levels, effectiveness and overall efficiencies
Drive continuous improvement activities in all areas of responsibility to increase operating performance in the Customer Care team
Coach team members to keep them highly motivated to high performance
Ensure order entry compliance - implement project management process to improve backlog management efficiency for customer satisfaction
Excellent interpersonal skills when dealing with external and internal customers
Experience in challenging customer service environments. Previous leadership track record an advantage
Experience as team coordinator or team leader
Self-confidence – ability to represent function to customers and peers, upper management
Mentor, with ability to develop trust in others
Fluent English language knowledge. Strong written and spoken command of at least two European languages
Oracle proficient user
Call management system: CMS

Customer Service Team Leader Resume Examples & Samples

Manage and develop customer service staff providing continuous coaching, feedback, and training
Manage entire “Life of a Sale”, emphasizing proactive vs. reactive customer service
Assists in coordinating day-to-day activities of customer service representatives
Serves as a motivator to assist driving the team towards goals
Coordinate job shadowing and cross training of associates within the customer service department bridging gaps when absences may occur
Recommends, tests, and implements solutions to process and procedural problems
Directly manage “Top” accounts over 100K to effectively maintain and support core accounts service level
Manage and review all reports directly related to core functions and life of a sale monthly
Continue to perform customer service related duties to maintain a strong background in core functions thus recognizing and circumventing developing issues
Conduct staff meetings and/or update meetings in Manager’s absence or when assigned to perform this function
Provide feedback to Manager regarding customer service associates day-to-day performance
Possesses deep knowledge and understanding of the functions and features of Baker and affiliated vendors’ products and parts
Participate in and act as customer service representative in companywide special projects
Proven strength displaying Core Leadership Competencies
5+ years’ experience as a Customer Service Representative or exceptional performance. Customer Service Representative II background preferred
Proven customer service skills. Ability to handle all situations within authority level. Proven customer and company satisfaction record. Potential and desire to advance to the supervisory level
Position requires tactful manner, stable personality, and pleasant telephone manner with an ability to handle pressure and stressful situations
High School diploma required, 2-4 year degree strongly preferred. Luxury goods organization experience preferred

Customer Service Team Leader Resume Examples & Samples

Organize and manage the daily activities of the CS team ,
Review and Improve the CS performance by providing guidance to process customer orders, and schedule agreements to the required Service Level
Keeping the CS team and customers fully informed on issues affecting service
Ensure that CS team update and maintain all key customer information within SAP and other supporting systems
Ensure that all customer queries and complaints have been logged and resolved by CS administrators in compliance with processes and procedures
Liaise with Freight Forwarders to ensure prompt delivery of ordered items and to resolve any customer complaints regarding late deliveries and damage to goods
Liaise and Support CS Manager in tasks required from time to time, specifically in the drive to have consistency where appropriate in the Customer Service Function
Participate in the Continuous Improvement Programme (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements
IND-EMEA

Ccb-customer Service Team Leader Resume Examples & Samples

Minimum of two years of financial call center management experience required
Must be willing to work in an environment to positively influence results of a phone-based customer service team
Advanced proficiency in relationship based leadership, proven time management skills, with computer functions with MS office suite strongly preferred

Customer Service Team Leader Resume Examples & Samples

Daily resource organisation and planning, ensuring adequate resource is available for contact volumes on all channels
Real-time monitoring of consultant availability, adherence to schedule, and assigned duties in accordance with departmental Service Level Agreements (SLA’s)
Analyse and interpret information available on systems and reports to effectively manage and/or delegate both individual and team workload
Maintain a specialist understanding and knowledge of all policies and processes to deliver a seamless and consistent customer experience
Provide administrative support to consultants and other departments in the completion of departmental processes and procedures

Customer Service Team Leader Resume Examples & Samples

Excellent ability to solve customer service issues through front line agent management and demonstrate passion for delivering a positive customer experience
Developing and achieving team performance goals and objectives in order to achieve customer promise expectations while ensuring accuracy and quality
Lead and develop a team of up to 35 direct report associates. Responsible for the overall direction, coordination and evaluation of the team. Expected to be a subject matter expert for their teams
Carry out supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees up to termination; resolving conflicts
Previous work experience which emphasizes strong communication and leadership skills
Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
Must be willing to relocate to Lexington, Kentucky (greater area)
Two year degree
Absolute passion for ensuring a great customer experience with every contact
Experience leading teams, and motivating and driving an engaging environment
Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, Amazon.com website, competitor websites, Internet search engines
Knowledge of Six Sigma/Lean Processes
Demonstrated effective communication, composure, and professional attitude
Ability and desire to relocate to take advantage of future growth opportunities

Customer Service Team Leader Resume Examples & Samples

Must be flexible in shift assignments and work areas, including nights and weekend
BA/BS degree or higher or 2+ years Amazon work experience
2 years previous experience supervising a team in a customer service or production environment
Ability to function in an ambiguous, fast paced work environment
Compose grammatically correct, concise and accurate written communication
Demonstration of Amazon Leadership Principles in current role

Customer Service Team Leader Resume Examples & Samples

Leading by example, continuously and consistently to motivate and lead a customer service team
Deliver a ‘high performance’ training program for the Customer Service team
Commitment to continuously improve processes and initiatives
Ensure order hold accuracy is maintained when various requests are received from Sales, Category Management & Operations to alter orders
SAP implementation of transactions and processes; perform testing, collaboration with all key stakeholders to ensure successful implementation. Ensure that all testing is completed against business timelines for SAP
Creation of price change forms and pricing submissions to head office groups
Management of the team to ensure creation of contracts and pre-orders in line with business pre-order timelines
Management of the pre-order process for all accounts to ensure orders are maintained accordingly
Drive pro-active management of order books, ensuring integrity of orders and maximizing sales, conversion opportunities and on time deliveries in full
Drive against specific KPI’s to improve standards, service and financial results, following through on improvement opportunities wherever possible
Challenge working practices and provide creative solutions
On- going coaching of team members to further develop and support a high performing team
A demonstrated commitment and passion towards your team and the adidas group brands
An interest in Golf
Experience in some form of golf retail / operations is preferred

Customer Service Team Leader Resume Examples & Samples

Manage, coordinate and direct the daily operations of a unit of fifteen to twenty non-exempt staff members while maintaining overall team productivity to meet department goals
Delegate various tasks and responsibilities and set workflow priorities to staff members
Introduce new procedures and coach on existing procedures and track and coach individual team members in their performance
Monitor daily productivity, business and quality review of input and coach and develop employees to achieve higher results
Process exception items and resolve complex issues while reviewing and recommending system modifications
Recommend human resource actions- including hiring, terminations, salary actions and promotions
Coordinate with management and other supervisors to resolve complex customer and employee issues
Interact with customers, Dealers and company employees outside your immediate work area
Selected candidate must be available for the following hours: Monday-Friday 7:30AM to 11PM, Saturday 8AM to 8PM or Sunday 8AM to 8:30PM*
Fluent in speaking and reading Spanish preferred

Mortgage Banking Customer Service Team Leader Resume Examples & Samples

Manage a team of up to 15 non exempt call center specialists
Be available to affect the entirety of the team’s operations
Motivate and encourage specialists through positive communication and
Minimum three years related management experience or specialized education required
Minimum one year of Call Center experience preferred
Excellent communication and interpersonal skills
Advanced proficiency level in a Microsoft Office environment
Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
Ability to motivate, coach and develop staff for performance improvement
Minimum of two years management experience strongly preferred
Advanced proficiency with computer functions with MS office suite strongly preferred
High School Diploma or equivalent required, Bachelor’s Degree preferred

Customer Service Team Leader Resume Examples & Samples

Previous experience working within a similar contact centre based Team Leader position
Knowledge of TV Licensing policies and procedures would be helpful
The ability to lead, motivate and develop team members
Excellent coaching skills
Strong interpersonal skills, including the ability to persuade and influence
Results oriented, with the ability to understand and interpret statistical information
Excellent communication and listening skills
Ability to solve problems and make effective decisions

Customer Service Team Leader Resume Examples & Samples

Experience of managing a team of professionals and operating effectively as part of a team
The ability to work in a fast paced environment and be self-driven, with a genuine passion to see people grow and achieve
The capability to effectively drive business objectives and also have a strong knowledge of hospital procedures and systems
A proven track record of over-achievement in anything you take on, and you enjoy improving systems and processes and exceeding expectations

Customer Service Team Leader Resume Examples & Samples

Drive customer loyalty through increased productivity, improved value and through a high performance culture
Drive effective control of support costs
Develop strong customer relationships, team with Field Sales Management, implement synergy sales initiatives, drive process improvements, utilize web/electronic self-service technology, and create a high performance culture within the support team
This assignment provides great visibility and opportunity for future growth opportunities which is a significant consideration in the selection process

Customer Service Team Leader Resume Examples & Samples

Required Education: HS Degree or GED
Preferred Education: Bachelor's Degree Required
Experience: 1 Year related experience
Preferred Experience: 2+ Years related experience and 1 year experience within the LN Call center
Required: Customer Service experience; inbound or outbound call center experience
Preferred: Knowledge of call center automation
Required Specific Skills: Excellent communication skills, both written and verbal
Demonstrated success in customer service
PC skills with Windows based programming
Working Conditions: The office is open 24x7 and the hours rotate on a semi-annual basis

Customer Service Team Leader Resume Examples & Samples

To ensure resources and workflow plans are in place
To supervise the quality of their teams work and adhere to given standards and contribute to reporting on KPI’s and Service Levels
To ensure all members of the team are fully trained in all aspects of their work and to identify training and development needs in discussion with their team leader
To be proactive in reviewing working practices and working with the operations manager to plan and implement new processes, for example when legislation or guidelines are updated
To uphold organisational policies and principles on the promotion of equality
To support the creation of an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality
To manage a team, this may include appraisals, initial stages of grievance and involvement in recruitment
Participate in the recruitment process of support staff
Strong leadership and motivational skills
Managing a team in a Contact Centre environment
Excellent organisational, prioritisation and communication skills
Strong I.T. and written English language skills
Ability to multi-task and organise workload efficiently
Willingness to assume responsibilities and take ownership of tasks
Ability to handle complex queries on own initiative

Customer Service Team Leader Resume Examples & Samples

Develop and improve relationship with external and internal customers
Responsible to poetize the daily tasks and support the team
Order receipt, order registration, Credit note registration, backorder recording, time of delivery feedback
Service Complaints. report and follow up
Regulatory Action, report and follow up
Forward relevant information to Sales Force
Kit / Loaners: Request, check availability, approved/denied
Check that list prices and discounts are within agreed limits, inform Customer Service Manager of irregularities in pricing
To participate in special sales activities
Close contact to Product Manager, for a product. Inform Customer Service of new product, focus area and product campaign
Filing of invoices, consignment agreements, stocktaking reports, etc
Receiving and controlling product and pricing information on tenders
Contact with finance and customers regarding reminders. Approval of invoices
Ordering/registration/filing of custom made products
Implement continuous improvement to ensure efficient operation and make sure agreed Service to Customers are kept
Take ownership and participate in projects to further improve the European Stryker Customer Logistics function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
Together with logistics make sure the most cost efficient transport solutions are used
Ensure data accuracy in business system
Minimum 5 years within customer service
Have good IT experience preferably with change management
Preferred practical knowledge of continuous improvement concepts
ISO 9001/2000

Customer Service Team Leader Resume Examples & Samples

To lead a team of Customer Facing (CF) and/or Customer Service Support (CSS) Customer Service Representatives (CSR) who support inbound and outbound customer contacts. Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes. Managing a team of Customer Service Representatives Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes. Deliver Customer Service and Order to Cash processes by managing workflow, ensuring adequate holiday training & sickness cover. Proactively develop the skills, competencies and knowledge of Customer Service team members Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans. Conduct half yearly and annual appraisals with direct reports. Organise monthly team meetings with direct reports. Provide first level escalation for any issues raised by the team. Ensure all processes are compliant with current ISO 9000 accreditation & assist in preparation for future accreditation. Ensure processes are embedded & adhered to consistently throughout the team. Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt Develop a team environment that supports continuous improvements & promotes the Business culture. Develop and maintain sound working relationships with key stakeholders, customers and external service providers Develop and control processes and procedures to the Business standards Ensure that all activities meet with the Business HSSE requirements. Monitor Team SOX compliance. Support transition to the eBSC (system testing, documentation, new recruits training and any transfer related activities as requested by the CSD or eBSC project manager
Demonstrated ability to coach colleagues Ability to work independently Develop and command respect for professional excellence Foster Effective Teamwork and Collaboration Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator Personal Effectiveness – effective communicator; time management; listening and facilitation Takes responsibility for quick handling of customer-service-problems in a friendly and non-defensive manner Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources Provides friendly and positive service Good team player Good IT skills
Requirement to work some public holidays Availability to work outside of standard business hours during peak periods

Customer Service Team Leader Resume Examples & Samples

Act as an information source for CSRs questions pertaining to process, policy and work schedules
Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
Work in queues a minimum of 25%-50% of work day to maintain subject matter expertise and support service level goals
Compile/send weekly status and other required reports as directed by manager
Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the team's efficiency
Provide feedback to CSRs in 1:1 once per month
Coordinate training for new hires and existing staff; participate in the delivery of training
Proactively communicate with the CS Manager regarding workflow, staffing issues/performance, and customer experience items
Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
2+ Years of customer service experience
1-2 years experience in contact centers preferred
Ideal candidates will also have experience in a web-delivered business environment
Industry pluses: classified listings websites, travel websites, online advertising, or B2C websites
Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, Visio, etc.) required
Working knowledge of photo editing software such as Photoshop or Fireworks a huge plus
Bachelor's degree preferred, but will accept equivalent experience in field
Good people and interpersonal skills to build effective relationships with all levels of professionals

Customer Service Team Leader Resume Examples & Samples

Assign team members to tasks according to workload and skills
Provide process improvement guidance / changes for review by leadership
Work with quality management team to drive continuous improvement in the network billing process
Identifying deficiencies (tools, metrics and reports) and recommending solutions
Assist management with career development activities for team members including performance management, informal feedback, training, and resourcing
Special projects as requested by the management team
Accurate and efficient with very good organizational skills and ability to manage tasks simultaneously
Adaptable to learn new processes, concepts, and skills
Demonstrates the ability to work as part of a team adding positive attitude and business focus
Ability to motivate teams and maintain teams’ business focus
Microsoft Office skills
Written and spoken ability to communicate in English

Customer Service Team Leader VIC Resume Examples & Samples

Dealing with escalated customer enquiries and providing effective resolution to ensure customers are receive the highest level of service possible
Drive quality and compliance requirements to ensure our standards of service are upheld
Lead by example by assisting the team with overflow calls and processing and managing customer orders in SAP
Effective management of team performance reports
Passion for helping customers and delivering the best service possible
Assertive and confident manner in managing challenging stakeholder expectations – internal & external
Experience with ERPs and CRMs would be important, preferably SAP and Salesforce

Customer Service Team Leader WA Resume Examples & Samples

Daily management and development of Customer Service Team through the identification of training and induction needs, resourcing and rostering
Providing feedback & guidance for team members on their development
Approving credits where possible or ensuring the team have the appropriate approvals received for any exceeding the companies terms and conditions
Sophisticated team management skills for a team with various levels of expertise (recruiting, mentoring and developing)
Dedication to process improvement and efficiency
Experience in leading significant change initiatives and capable of challenging the status quo to do things differently
Ability to balance competing priorities and workload effectively

Customer Service Team Leader Resume Examples & Samples

Primary point of contact responsible for tactical matters, such as operational activities, customer prioritization towards GBU’s
Maintains regular performance reviews with team members based on the predefined objectives and performance agreements
Ensures process requirements are compliant with Audit, SOX and other regulations
Develop, recommend and manage Order to Cash policies and procedures
Monitor the status of quality systems and client satisfaction, providing periodic reports and status updates on the overall performance to senior management
Define and develop key performance indicators (KPIs) to track and measure overall performance in collaboration with GBU’s and for the own department
Bachelor’s or Master’s degree in logistics, business/ economics area or related field. Supply Chain or Logistics experience is a plus. Additional Korean/Japanese language skill is a plus
Strong Leadership and change management experience
Strong business acumen to effectively manage/reduce costs and drive productivity
Strong Customer Focus to meet the expectations and requirements of internal and external customers
Strategic thinker, addresses partner and customer needs
Excellent written and verbal communication skills to be able to deal with different Management levels
Excellent change-management skills
Excellent team builder and talent developer
Ability to participate in cross-functional, team-oriented environment
Ability to interact with multiple levels of leadership internally and externally
Ability to present ideas and information in a clear, concise, and organized manner
Listens to others to respond effectively to ideas and questions
Acquisition and integration experience a plus
Familiar with quality systems preferred, including but not limited to management responsibility, resource management, analysis and improvement processes
Expert User of Microsoft Office tools

Customer Service Team Leader Resume Examples & Samples

Understanding the relevant procedures and processes for the relevant Businesses, as well as the internal BSC processes
Managing a team of Customer Service Representatives
Ensuring timely resolution of Service Requests and activities within the Customer Relationship Management system
Proactively seek to minimise or eliminate by addressing root causes in terms of either processes or behavioural changes
Deliver Customer Service and Order to Cash processes by managing workflow
Proactively develop the skills, competencies and knowledge of Customer Service team members
Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans
Provide first level escalation for any issues raised by the team
Develop, achieve and monitor Key Performance Indicators aligned to the Service Level Agreements
Work closely with other team leaders within the Business to ensure that overall operational objectives are met, ideas shared and lessons learnt
Develop a team environment that supports continuous improvements & promotes the Business culture
Develop and maintain sound working relationships with key stakeholders, customers and external service providers
Develop and control processes and procedures to the Business standards
Demonstrated ability to coach colleagues
Minimum of 12 months previous experience customer service skills in a customer services environment preferred
Must demonstrate a strong understanding of customers’ needs / behaviours
Strong relationship management skills
Strong time management and organisation skills
Excellent written/oral communication skills and ability to build effective working relationships
Develop and command respect for professional excellence
Foster Effective Teamwork and Collaboration
Understanding Customers – understand customers’ current needs; efficient high quality response; build customer relationships; monitor progress; effective negotiator
Personal Effectiveness – effective communicator; time management; listening and facilitation
Problem Solving – identify, analyse and solve problems; utilise, adapt and develop resources
Requirement to work some public holidays
Availability to work outside of standard business hours during peak periods

Customer Service Team Leader Resume Examples & Samples

Coach the Support Centre Team to achieve centre goals, including service levels, ratios, cost per call, incremental selling, productivity and Customer Satisfaction Index (CSI), etc
Provide input and recommendations regarding improvements to processes, procedures, and customer service activities
Develop and maintain a selling environment through motivational events in the Sales Team
Monitor and reinforce a selling environment, including frequent follow-up, utilizing on-line scorecards, team measurements, and identifying training needs
Respond to complex customer inquires as referred by Customer Support Centre Associates
Evaluate the performance of Customer Support Associates and provide leadership to associates, including responding to associate related issues, conducting performance assessments, identifying performance improvement activities, and providing training for career development
Excellent leadership ability, change management and call centre experience, or equivalent knowledge
Strong analytical (e.g., trend analysis) and organizational skills
Ability to influence without authority (e.g., ability to motivate others)
Proficient in Microsoft Office, web-based applications and tools
Working knowledge of call center operations
High school diploma or GED required (preferred 3 year community college or higher)
Fax: 613-391-3010

Customer Service Team Leader Resume Examples & Samples

Manage and oversee Contract administration for local customers, GPO, Etc
Maintain positive business relations with both internal and external customers
Direct Customer Service Team in daily activities including order entry, credits and disputes, purchase order processing
Research and Identify product traceability issues with regard to order processing
Develop daily, weekly & Monthly reports related to CS operations and sales performance
Work closely with sales leadership to promote organizational synergy
Create a sustained policies and schedule for PTO requests
Adhere to all internal Stryker policies and standards with regard to revenue recognition
Observe FDA guidelines with regard to product lifecycle management
Promote organizational values by adhering to quality policies and utilizing best business practices
Engage customer service team with team building activities and organization events

Customer Service Team Leader Resume Examples & Samples

Proactively develop the skills, competencies and knowledge of team members
Carry out regular one to ones with all direct reports for performance & career management purposes
Conduct half yearly and annual appraisals with direct reports
Organize monthly team meetings with direct reports
Develop a team environment that supports continuous improvements & promotes Eaton’s goals and philosophy
Be in charge of the order entry process including myeaton.com, EDI etc.; Follow up on customer interactions; manage the back orders requests
Ensure timely resolution of Service Requests and activities within the Customer Relationship Management system. Proactively seek to minimize or eliminate by addressing root causes in terms of either processes or behavioral changes
Deliver Customer Service processes by managing workflow, ensuring adequate holiday training & sickness cover
Ensure processes are embedded & adhered to consistently throughout the team
Run and analyze the identified Customer Service reports e.g. customer service management reports, monthly management reports and team performance
Work closely with other team leaders within the organization to ensure that overall operational objectives are met, ideas shared and lessons learnt
Develop and control processes and procedures to the Eaton standards
Ensure that all activities meet with Eaton’s HSS requirements

Customer Service Team Leader Resume Examples & Samples

Accurate and timely entry of orders onto the order management system
Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress
Checking progress, lead-time and quantity for each order
Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met
Ensuring clear and correct despatch instructions, i.e. terms of delivery, forwarder details, are provided to the despatch team
Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan
Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers
Running and monitoring back order reports for designated customer base (daily or weekly depending on the area)
Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions
Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales
Liaising with Credit Control/Finance to resolve all invoice queries
Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries
Building close relationships with all internal and external contacts to constantly improve information flow and the order process
Maintaining accurate and up to date customer records and price lists in the systems
Collating information and producing reports as required
Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency
Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence
Managing Customer Service team on day to day issues and leading MDIs
Managing team performance, training and workload
Follow employment policies, such as Absence Management, Discipline and Grievance
Report writing, setting objectives and conducting team’s GPS
Leading continuous improvement initiatives and working to improve credits, queries and targets

Customer Service Team Leader Resume Examples & Samples

Ongoing development of the Team unit
Manage the day to day activities of the Team, ensuring all Customer and Company requirements and daily activities are met and fulfilled
Ongoing maintenance of Customer records on all applicable systems
On-going training and development of Customer Services Executives
Ensure a positive working relationship with the Customers, other Teams within Customer Services and other departments within the business including, but not restricted to Sales and Business Development
Develop and implement continuous improvement plans
Management and daily monitoring of processes to support the Head of Sales in ensuring correct processes are being followed
Provide key input with the UK MD as required
Plan and manage the activities of the team to meet and achieve the targets set
Be responsible for developing regular performance review and appraisal programmes to set KPI’s
Telemarketing and telesales responsibility to include qualification of opportunities and appointment making working with the Marketing Manager
1-2
0 = none; 1 = basic; 2= experienced; 3 = advanced; 4 = expert

Customer Service Team Leader Resume Examples & Samples

Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives
Act as a point of escalation for difficult customer situations
Monitor the performance of team members
Establish schedules for team members
Conduct weekly one on ones and biweekly staff meeting as well as on the spot coaching / feedback
Monitor calls and work closely with the QA teams to closely manage ongoing professional and personal development of operations team members
Create and maintain an environment with intense focus on customer/client satisfaction and professional customer support balanced with consistent achievement of standard business objectives
Provides hands on assistance to team members while serving as an escalation point for the operation’s customer issues and complaints
Offers guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business
Recommends improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
Monitor and evaluate performance of the team, rewarding behaviors and/or performance when appropriate as well as addressing performance and behavioral issues as they arise
Trains, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
Two plus years sales or service experience
Strong understanding of customer service experience
Must be self-directed, detail oriented, positive attitude, driven, able to work independently in a team-oriented and fast paced environment
Associates or Bachelor’s degree or equivalent military experience
Customer service management experience

Customer Service Team Leader Resume Examples & Samples

Lead a team of Customer Service
Manage the growth of the service and resource
Proactively develop the capability of the team
Bachelor’s degree from an accredited university or college,
Minimum 5 years of experience in Service Management, ERP
Sourcing operations experience (supplier record management
Leadership skills to facilitate meetings, create executive

Customer Service Team Leader Resume Examples & Samples

Manage team work flow by distributing duties and updating responsibilities when needed
Assist supervisor with coaching, training, account maintenance, and follow ups
Conduct call monitors as needed for each customer service representative
Answer questions related to processes
Initiate ways to improve team moral in a call center environment
Assist supervisor in coaching and employee development as it relates to the representatives job duties
Answer inbound phone calls from internal and external clients

Customer Service Team Leader Resume Examples & Samples

Fluent in English to native level, additional language skills is desirable but not essential
Excellent written and verbal communication skills are vital
Knowledge and a keen interest of both sports and entertainment programing
Proven experience as call center supervisor or similar supervisory position
Minimum of 2 years proven customer support and computer helpdesk experience is essential
Call Center experience is essential with previous experience managing diverse and vibrant teams
Outstanding team player with the ability to connect and build a rapport with team members from other departments to drive issue resolution
Demonstrable excellent computer and software knowledge in programs such as IE, FF, Chrome, Media Players, Flash, etc.)
Can simplify complex terms or mechanisms in order for customers to understand
Problem determination and analytical skills are critical to success
Outstanding customer service skills, strong interpersonal skills and the ability to bond with customers
Willing to work a variety of different shifts across a given week. This may include afternoons, evenings, weekends and holidays
Good time management skills
Bachelor’s degree preferred but not required
Knowledge of the most widely used programing languages such as Java, JavaScript, HTML, MySQL is desirable but not essential

Customer Service Team Leader Resume Examples & Samples

Analyse and interpret data from ticketing system, CRM, call logging software and customer satisfaction surveys
Strong customer service skills, including the ability to remain flexible and calm in high pressure or continually changing situations
Solid organisational skills, sets priorities, establishes objectives/milestones, schedules activities effectively, and attends meetings prepared and ready to discuss open issues
A minimum of 2-year administrative and 1-year management experience, preferably within Regus
Excellent customer service skills including clear communication, fast responses, quick thinking
Highly competent in objection handling
Team builder. Recognises the importance of the team
Familiarity with basic accounting principles and practices
Knowledge of CRM system an advantage
Willingness to go beyond the job description to meet business goals

Customer Service Team Leader Resume Examples & Samples

Delivers budgeted store sales profits (P&L); controls shrink, expenses and labor
Analyzes and measures department business trends; develops and implements plans to maximize operations/customer experience while meeting or exceeding goals/objectives. (e.g. cash handling, check-stand utilization, speed standards, opening/closing procedures.)
Plans, organizes, directs and controls all front end activities and operations
Discusses weekly/period store sales, labor projections, customer satisfaction, cashier speed and safety metrics with department team
Proactively plans to ensure customer assistance and other service needs throughout the store are handled in an appropriate manner
Understands and oversees compliance with all applicable regulatory requirements, state and federal laws, company policies and procedures
Implements company/store initiatives. Creates a Customer-Centric culture by recruiting, selecting and training team members who are passionate about food, serving and connecting with others
Role models best practices and performance standards consistently (e.g. works all front-end positions as needed)
Engages team members by bringing The Raley’s Way to life through inspiration and communication to include department goals, objectives, policies and procedures
Establishes a high-performing team through effective department scheduling, efficient task assignment, recognition, fun, performance management and accountability. This includes feedback, documentation and performance evaluations
Empowers team members to provide a memorable customer experience through helpful knowledge, friendly service and a caring approach; monitors and coaches team’s performance through reporting and customer feedback
Identifies and develops department team members to leadership positions
Recognizes and seeks opportunities for continuous learning to gain understandings, front end skills and knowledge
Maintains knowledge of current company policies and procedures to include front-end best practices and standards
1 year or more of retail experience
Exceptional leadership skills; excellent interpersonal and communication skills
Ability to successfully delegate and develop store team members
Strong merchandising skills; demonstrated ability to merchandise to the demographics of the store
Ability to champion new ideas and initiatives
Ability to understand and assess the P&L and other store reports
Strong financial planning skills with a focus on longterm strategy
Ability to operate a basic office equipment and related software including a personal computer, copier, fax, and telephone
Demonstrated abilities in problem solving and conflict resolution

IT Customer Service Team Leader Resume Examples & Samples

Day-to-day leadership of your team, supervising workload and performance, monitoring call traffic and allocating tasks as appropriate
Managing the team in relation to KPI’s and SLA’s
Coaching and mentoring team members to encourage personal development and career progression, identifying and addressing knowledge gaps and up-skilling where necessary to ensure the highest levels of service and quality
HR related duties to include approving and recording of absence / lateness / sickness / holidays; dealing with new starters; completing probationary and performance reviews
Acting as a point of escalation for internal and external customer escalated issues within the team
Working closely with the other department and business partners to ensure consistency and process delivery is achieved as effectively as possible
Participation in several IT and Business related projects
End-to-end process coordination and optimalization
Higher education (university or college)
2 - 3 years of relevant experience (Team Leader, Team Manager, Team Coordinator)
General hardware and software knowledge, IT system, tool and application knowledge
The ability to multi-task, organise and prioritise workload effectively to meet the demands of the business and delight the customers
Ability to demonstrate excellent interpersonal skills, to inspire, motivate and lead a team
Customer oriented approach is a must
Understanding of continuous improvement methods, ITIL v3 Foundation certificate or knowledge
Advanced English knowledge (at least upper-intermediate)
Good problem identification and problem solving skills
The ability to deal effectively with customer complaints, acting as an escalation point
Good team member

Customer Service Team Leader, NZ & Specialist Resume Examples & Samples

To lead the team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures whilst adhering to policy and procedures
Build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
Identify issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions
Direct leadership accountabilities: Ensure staff have up to date My Plans, & performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile
Regular 1:1; Team meetings/communications; management of performance, aligned to the delivery of key performance indicators, and quality customer service
Ensure there is compliance and adherence to GBS/BP HSSE policies
Define & implement continuous improvement for team core activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learning's to challenge and enhance existing standards
Monitor key performance metrics and indicators to ensure delivery of customer service excellence
EDI & e Nabler order management through cost effective transactions
Including queries and system outages
At least 3 - 5 years experience in a leadership role
Business awareness and commercial judgement including strong relationship management & communications skills
Self motivated ,excellent organisational/time management skills
Understanding of continuous improvement methodologies and strong problem solving skills
Demonstrated focus on HSSE requirements
Experience in stakeholder management & influencing outcomes
Experience in coaching and leading a team
Advanced IT skills, MS office, Databases, JDE & Siebel knowledge desirable

Customer Service Team Leader Resume Examples & Samples

Supervision of the order fulfillment management process including order entry, customer attention and order tracking
Manage performance of the CS team members, including coordinating hiring processes and executing effective performance reviews
Promote the profitable anticipation and satisfaction of customer needs working close to the CS team members and commercial team
Coach CS team members to advance our Company Culture as well as to be connected to the CS team Mission of continuous improvement of service level to customers and to advance in productivity gain and talent management
Responsible to measure KPIs and to apply gained knowledge to lead profitable actions to improve service and order fulfillment process efficiency
Monitor the system to identify Delivery creation failures. Determine root cause and correct or refer to user who can troubleshoot/resolve issue
Manage the resolution of product availability issues including: execution of product allocation including set-up and maintenance of allocation in the system, frame the alternatives and ensure timely decisions at the required DOA to resolve availability issues, communicate decisions and ensure execution across the supply chain (Supply Chain, Customer Service and Logistics)
Manage a portfolio of key customer accounts and be responsible for order fulfilment from receipt of purchase orders to billing processing on an excellent manner such that sales orders are entered in CRM, shipments processed and proper paperwork is released in a timely and accurate manner so that customer needs are met
Manage customer accounts within CRM; requesting new accounts to be established through INVISTA Credit and review/update existing accounts with new ship to locations, new contact person, extensions to other INVISTA entities, address changes upon commercial and/or customer requests and manage customer returns, debits, credits, etc
Resolve customer issues as lead investigator for assigned order fulfillment complaints which could include initial review of documentation discrepancies or shipping issues and engage additional resources as needed to resolve
Interface with supply chain planners and logistic team to help minimize costs associations with product transitions and/or movement through key issues
Develop assigned customer accounts by working closely with the commercial team to ensure frequent, accurate and effective communication
Understand and maintain customer interactions and inquiries in CRM keeping all the customer knowledge within the system
Support and partner with field sales and technical service personnel in their efforts to sell strategic offerings and maximize account penetration by identifying sales
Bachelor's Degree in Business, Supply Chain, or a closely related discipline from an accredited college / university
Minimum of 5 years of customer service or business experience
Minimum of 1 year of supervisory experience
Minimum of 1 year of experience using pivot tables in Excel
Experience with SAP SD module and / or SAP CRM or similar ERP
Bachelor's Degree in Business or Supply Chain
Customer service or business

Customer Service Team Leader Resume Examples & Samples

Manage reporting of weekly Tracking Reports including: X-Date, Cross sell and Account Renewal Review activity of service staff reporting to the regional VP. Also monitor activities in AMS360 for quality control utilizing Calabrio. Monitoring and gauge utilization of ProTrac
Analyzing data from Allegiance software after PL Retail surveys are concluded. Responsible for outbound contact of detractors for Allegiance/NPS Surveys and follow through update in AMS
Manages Book Roll projects and associated client communications and administrative tasks. Responsible for participating in special projects as requested by management, which may include, but is not limited to, carrier projects and assisting with strategic planning
Provide Flood coverage sales and customer service support through agency Flood Unit. Handle all walk in clients for policy sales and service requests when ISS or R & R team member are unavailable
Performs Upsell and Cross Sell tasks. Conducts Renewal reviews as directed by management to speak with a targeted customer base determined by a set number or risk level
First level support of personal lines clients needing management assistance. Remarket and Rewrite requests as well as pro-active R & R for MPIUA and Non-Renewal carrier requests. Non-Renewal Remarket and rewrite requests
Manage attendance of service staff reporting to Regional Assistant VP. Float to offices within region as requested by VP to ensure staffing levels
High School diploma required
10+ years insurance agency experience is required / 7+ years’ experience at EIG
MA Property and Casualty Brokers License is required
Knowledge of AMS360 or other agency systems required
Strong knowledge of personal lines products offered through the agency within the state of Massachusetts as well as associated laws and requirements of government agencies
Excellent computer knowledge and proficiency with Microsoft Office products such as Outlook, Excel and Word are required

Home Energy Customer Service Team Leader Resume Examples & Samples

Provide excellent customer service through the delivery of easy to use accessible services and ensure quality outcomes for customers
Support the delivery of an effective and efficient operational service
Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs
To implement an effective and robust performance management framework to improve quality and productivity; driving performance through achieving targets and personal achievements
Act as a point of escalation for Advisors to manage more complex enquiries
Provide clear effective leadership to inspire, motivate and empower team members to deliver excellent customer service
Assist in the recruitment, training and ongoing development of team members
Identify skill requirements to fulfil key tasks and ensure team members are able to manage enquiries across all customer contact channels to maximise productivity
Facilitate regular communications and embed team working through team meetings and engagement activities
Measure and manage adherence against key metrics, KPIs and associated outcomes at an individual and team level
Ensure effective performance management and development of team, undertaking formal meetings via the ENGIE performance management and disciplinary process where required
Understand and utilise statistical information to: identify trends, manage individual performance, ensure productivity, identify cost reductions and prevent failure demand
Manage escalated enquiries, complaints and feedbacks ensuring these are resolved at first point of contact, where possible, or escalates through agreed processes
Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant manager
Support and deputise for the Operations Manager when required
Act in accordance with ENGIE’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all ENGIE policies and procedures
Working closely with the operations manager contributes to budgetary management of the service and ensure administrative processes are undertaken
Able to develop positive relationships with a range of people including key stakeholders, customers and clients
Liaise with internal and external customers to maintain positive relationships, identify areas for improvement and share feedback
Contributes to the delivery of excellent customer experience
Contributes to the efficient delivery of services
Contributes to growth opportunities and acts as an ambassador for Customer Service across the business
Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience
Evidence of continual professional development
Good literacy, numeracy and ICT skills
Possesses a recognised Customer Service qualification e.g. NVQ or ICS
Possesses a Coaching or Management qualification

Customer Service Team Leader Resume Examples & Samples

Leading a team of Customer Service Representatives, working in a fast paced, target driven environment; developing and motivating the team to deliver excellent customer service whilst achieving the departmental targets and KPI's
Manage the team’s workflow to include incoming and outgoing calls, emails and social media responses
Create an environment of high performing professionals – to coach, develop and motivate individuals and the team to achieve the highest standards
Provide clear leadership and direction for individuals and team. Autonomously make decisions and drive an effective performance management culture
To evaluate and highlight any potential areas of improvement and apply preventative planning to resolve
Motivate and energise the team
Provide feedback to the team following call observations to ensure developmental plans for representatives are implemented
Assure ongoing compliance with quality and industry regulatory requirements
Comply with all company policies and procedures
Carry out any other duties as reasonably required by the management

Customer Service Team Leader Resume Examples & Samples

Education – A minimum of an Associates (AA/AS) degree in a technical or related field or equivalent work experience
Experience – A minimum of 4 years in Branch or Operations Management, inside/outside sales, plus a thorough knowledge of the distribution industry and KIT products
A minimum of 2 years of demonstrated leadership abilities, training and supervisory experience required

Ccb-customer Service Team Leader Resume Examples & Samples

Prior Collections experience preferred
Knowledge of legal processes related to litigation
Prior experience managing teams is preferred
Ability to coach and provide meaningful feedback to employees
Understanding of regulatory/legal landscape related to collections litigation
Ability to work with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws

Customer Service Team Leader Resume Examples & Samples

High School diploma and a minimum of one year customer service at Pactiv
BA/BS degree preferred
SAP experience required
Demonstrated ability to train and manage a team
Experience with managing customer service projects
Exhibits leadership qualities, including the ability to lead, motivate, and mentor others

Customer Service Team Leader Resume Examples & Samples

To lead the Customer Service team ensuring consistent delivery of customer service excellence for the ANZ Lubricants business within nominated KPI measures and adherence to policy and procedures
Proactively build and maintain relationships with key business stakeholders by identifying opportunities for continual process improvement
Lead and live our values and behaviours ,ensuring identification of issues affecting the team, escalate as appropriate and assist with the implementation of long term solutions to minimise customer impact
Direct leadership accountabilities; Ensure staff have up to date My Plans, conduct performance reviews as per company schedule including 70:20:10 development plans aligned to their My Profile or role requirements
Regular 1:1 discussions & Team meetings which include communication & management of performance , values and behaviour aligned to the delivery of key performance indicators and quality customer service
Define & implement continuous improvement for team activities including relationships, accurate and timely order management & query turnaround time in accordance with current KPI measures
Ensure timely and effective business & customer communications
Develop opportunities in conjunction of Team Coach to improve knowledge & performance, through training, process improvements and shared learnings to challenge and enhance existing standards
Ensure the Team Coach regularly reviews training requirements across the O2F Lubes team and provides quality assurance feedback for inbound customer service calls
Foster positive working relationships with teams across GBS ANZ/Asia and Lubes Sales Managers
Ensure utilisation of Siebel and adherence to Issue Resolution procedure
Provide support to the team during peak periods or absenteeism actioning inbound orders & calls
Demonstrated experience in a customer service environment
Self motivated,excellent organisational & time management skills
Demonstrated capability in problem solving techniques
Understanding of continuous improvement methodologies
Experience in motivating others
JDE & Siebel system experience preferred

Customer Service Team Leader Resume Examples & Samples

Support the After Sales Manager & Customer Relations Manager in meeting or exceeding profit and loss objectives through effective and efficient staff scheduling to manage our resources and provide excellent service to our customers
Support IKEA’s Customer Promise to make it a living reality throughout the whole store
Enhance our employee engagement by supporting the development and coaching of Customer Relations co-workers to ensure they meet the expectations outlined in their Key Tasks
Maintain service areas in "shape as new", consistently clean, organized and ensure shopping tools are always available throughout the store to meet IKEA Commercial Review standards
Partner with Safety & Loss Prevention to ensure policies, proper procedures, and audits are adhered to as well as inventory control procedures
Support the After Sales Manager & Customer Relations Manager to develop cross-trained, empowered co-workers who make decisions to benefit both the customer and store
Execute annual action plan for Customer Relations to maintain key figure goals and hourly budgets
Contribute as a member of the Services leadership team and lead the Co-workers
Assume responsibility for other tasks and projects as they occur
You’re an experienced leader and confident decision-maker with a commitment to delivering consistently outstanding customer service for both IKEA’s customers and your fellow co-workers
Demonstrate exceptional communication and relationship-building skills
Ability to prioritise and organise work and the work of others in order to make the most efficient use of the time available, including planning of staffing needs
Attention-to-detail with good analytical and problem-solving skills
A passion for sharing your knowledge
Retail supervisory experience a must (experience inside IKEA and completion of our internal training programs will be highly regarded)
Proficiency with MS Office and using software relating to cash handling and scheduling will also be highly regarded

Customer Service Team Leader Resume Examples & Samples

Team Leadership
Order to Cash process flow
Master Data Administration – item, price, customer, supplier
Customer satisfaction
Cross functional team relationship management
Standard Operational Process compliance
Promotion and follow up on CS strategy
Participation on improvement initiatives

Customer Service Team Leader Resume Examples & Samples

Provides functional customer service, order management and leadership supporting our Commercial channel
Supervises a select group of customer service representatives
Creates, manages and monitors teams’ daily / weekly metrics on their MDI [managing for daily improvement] board
Coaches team on continuous improvement; hosts RIEs [rapid improvement events] where appropriate. Able to develop counter-measures when metrics do not meet intended service levels and use 9 step problem solving experience
Interacts with key stakeholders directly; able to facilitate communications and build rapport and trust
Review reports from OBI and take appropriate action with the team or on your own
Responsible for ensuring all team members are appropriately trained to provide superior service and support

Customer Service Team Leader Resume Examples & Samples

Supports GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals
Provide daily direction to the associates within the department
Prepare to-do / Task lists

HP CS Tl-customer Service Team Leader Resume Examples & Samples

Maximise collections efficiency and minimise bad debt exposure, managing the process and controls in relation to reducing overdue debt and manage risk
Assisting with the delivery of the Credit Management strategy to improve collections performance, reduce operating costs and deliver an improved service for customers
Analyse ledger data and activity and take the necessary action to maximise settlement
Manage individual performance against key metrics
Ensure compliance with company credit policies, procedures and relevant regulations
Support, guide and proactively manage the operational team in driving Haven Power forward as a leading customer service provider within the SME electricity industry
Drive and Motivate team members to deliver against core objectives through the consistent application of 121 reviews and personal development coaching
Manage attendance with particular attention to monitoring sickness and addressing potential work related issues contributing to lack of attendance/team performance
Produce timely, accurate management information on all aspects of team performance
Keep staff fully informed of major business issues and establish an effective two-way communication channel
Co-ordinate team workflow reprioritising workloads as necessary to ensure all critical activity is completed on a consistent basis
Regularly evaluate the consistency of application of current operating procedures within the team implementing corrective action where applicable to ensure compliance with procedures in place
Periodically assess the skill set of team members and highlight areas of development with Learning and Development with clear action to address gaps identified and support career progression
Key influencer with highly effective negotiation and communication skills
Financially astute with commercial acumen and attention to detail
Good understanding of best practise debt recovery and cash collection techniques to maximise the early collection of cash from our customers and minimise bad debt
Ability to identify and develop opportunities to maximise cash flow and improve financial performance
An aptitude for people management with the ability to motivate and drive performance on a consistent basis
Ability to address areas of underperformance demonstrating a capability of handling difficult conversations
A basic understanding of the Electricity industry
An understanding of the regulatory environment that governs the Electricity Industry
A proven ability to deliver through others through the application of influencing and negotiation technique
Strong team player, able to work effectively as a member of the management team sharing working methods to enhance overall performance of the operational floor
Driven and enthusiastic individual, persistent in their approach to delivering against agreed business objectives
Proven ability to effectively plan and organise in the short, medium and long term
Extensive knowledge of Microsoft Word, Excel and PowerPoint

Customer Service Team Leader Resume Examples & Samples

Associate's degree (A. A.) or equivalent from two-year college or technical school
Or Six months to one year related experience and/or training
Or equivalent combination of education and experience
Speaking in front of groups of employees and customers
Resolving customer and employee concerns efficiently and accurately
Proficient with Microsoft® Word, Excel, Outlook and PowerPoint software applications
Ability to navigate on web based applications and Pella software

Customer Service Team Leader Resume Examples & Samples

Lead a team of Customer Service Representatives responsible for resolving incomplete test requisition forms
Proactively adjust workflow to insure inbound, outbound and VIP needs are met
Address escalated client and patient concerns
Act as the liaison between laboratory accessioning and customer service
Provide weekly KPI reports to the Customer Service Manager and Sales Operations team
Deliver both onboarding and ongoing training as needed
Resolve routine customer requests with products or services via inbound, outbound calls, or the Internet
Speak with customers in a courteous, friendly, and professional manner using protocol procedures
Inquire, clarify, and confirm customer requirements and understanding of the solution. Provide additional customer education as needed
Support field operations in maintaining support services for improved patient access to the Sequenom Laboratories' portfolio of tests
Perform administrative support for medical record management, CRM data maintenance, and internal records to assure HIPAA compliance

Customer Service Team Leader Resume Examples & Samples

Ensuring full service carryout for all customers as policy dictates
Maintaining a friendly selling approach to customers that is in line with commitment to the Meijer Friendly program
Overseeing and ensuring prompt, efficient and accurate check out of customers
Developing and implementing solutions for problems and issues that will arise on the front-end
Maintaining productive, clean, organized, well-stocked front-end operation within stated guidelines
Exhibiting, training, ensuring and enforcing proper scanning and bagging procedures
Controlling and minimizing inventory shrinkage ensuring proper register procedures, properly recording sales and following (checkpoint) electronic article surveillance procedures
Managing the cashier performance reporting process and coach/discipline team members
Communicating all price discrepancies to the Freshness and Pricing Manager
Ensuring the execution of proper training to all team members regarding company policies/procedures
Ensuring compliance with all federal and state regulations regarding governmental programs
Maintaining company standards regarding the parking lot and exterior of the location, including trash receptacles, sidewalk area and entryway areas
Proper training of all new front-end team members regarding all company policies, procedures and programs regarding front-end operations
Enforcing dress code and grooming standards to Meijer policy
Writing and managing the front-end schedules in order to achieve first class service levels while achieving expense control objectives
Oral and written communication/language and mathematical skills
Speak clearly and persuasively in positive or negative situations
Listen and gets clarification; Responds well to questions
Write clearly and informatively
Present numerical data effectively
Carry out supervisory responsibilities in accordance with Meijer polices and applicable laws
Must have the ability to lift up to 50 lbs
Must have the ability to read and interpret documents such as department manual
Must have the ability to write routine reports and correspondence
Must have the ability to calculate figures and amounts as discounts, interest, commissions, proportion, and percentages
Make self-available to staff; assist with developing subordinates' skills and encouraging growth
Continually works to improve supervisory skills
Ability to prioritize work tasks, multi-task, and maintain focus
Contribute to building a positive team spirit
Show respect and sensitivity for cultural differences
Promote a harassment-free environment
Accept responsibility for own actions
Align work with strategic goals
Ability to communicate effectively with customers
Work within approved budget
Contribute to profits and revenue

Commercial Customer Service Team Leader Resume Examples & Samples

Three to five years of operations experience in the financial services industry
Two or more years of supervisory/management experience
Thorough knowledge of operation functions, systems, policies and procedures for the assigned area
Strong organizational, managerial and project management skills
Thorough knowledge of banking operations and human resources

Customer Service Team Leader Resume Examples & Samples

Manage the team to deliver a first class customer service
Control the recruitment, development and coaching of individuals
Monitor individual and team performance against agreed KPIs and implement appropriate action through support, training and coaching
To be positive and professional and create a ‘can do’ team spirit which delivers a friendly and helpful service to all customers
Manage escalated in-depth and difficult issues to achieve an agreed outcome
Suggest and implement continuous improvements to remove the root cause for customers to contact CHEP and to reduce process lead time
Build meaningful and supportive relationships with people across all levels both internally and externally through effective communication
Drive commitment for the vision of customer services across the department and the business
At least 18 months experience in your current role
At least 4 years experience in a customer service environment
Supervisory experience
Ability to make decisions under pressure
Ability to initiate & accept change
Excellent interpersonal and relationship building skills with the ability to influence all levels
Structured and disciplined individual who is comfortable with detail
Excellent time and task management skills
Knowledge of CHEP systems (Siebel, SAP, BW, Filenet, Portfolio)

Customer Service Team Leader Resume Examples & Samples

Customer service experience (5+ years)
Proven experience in coaching and leading a team (3-5 years)
Educated to A Level standard or equivalent
High Level of IT proficiency in Microsoft packages
Strong English and Italian language knowledge

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