Team Lead-support Resume Samples

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C Koepp

Christop

Koepp

40136 Gislason Island

Philadelphia

+1 (555) 687 1957

40136 Gislason Island

Philadelphia

Phone

p +1 (555) 687 1957

Experience Experience

New York, NY

Team Lead-support

New York, NY

Crist, Huels and Hoppe

New York, NY

Team Lead-support

To build a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround if user queries through prompt and effective communication and reporting
Manage system incidents providing timely escalation/recovery actions and management communication
Build a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround of user queries though prompt and effective communication and reporting
Supports the Manager with objective setting, monitoring performance, and evaluating results; provides positive reinforcement and recognition to team members
Provide a proactive approach to supporting the production environment including presenting ideas & process improvements to automate manual tasks and reduce the team workload
Assists Manager with developing/maintaining a robust and meaningful Quality Assurance program
Conducts or assists with the planning and scheduling of the day-to-day activities of the team, to include the review of team workloads, and making adjustments when necessary to balance daily workloads

Dallas, TX

Team Lead, Support

Dallas, TX

MacGyver, Nolan and Gerhold

Dallas, TX

Team Lead, Support

Coach, execute and drive continuous improvement for MRF system components including Clean-Inspect-Lubricate (CIL), Centerline (CL) and Defect Management (DM)
Develop clear individual business objectives (IBOs) and development plans (IDPs) with input from team members
Strong knowledge and demonstrated use of Mars signature processes for performance calibration and talent development
Develop a team engagement plan creating strong morale, fostering open dialogue, sharing wins and recognition, and defining success in terms of the whole team
Identify and lead safety continuous improvement activities including near miss and CARES observations
Understand and execute regulatory compliance responsibilities including quality and cleaning checks
Ensure adherence of performance tracking tools including log books, area boards, and loss tracking systems

present

Houston, TX

Team Lead-sales Support

Houston, TX

Swaniawski Inc

present

Houston, TX

Team Lead-sales Support

present

Provide superior support services to Vantiv's partners. Provide empathy for Partner's concerns
Establish and maintain good relationship with internal teams and with the Sales Representatives and Sales Management Teams
Work closely and professionally with varying levels of management, customers and staff
Provide escalation point for representatives for critical Business Partner and Sales Representative concerns
Provide training and mentoring to team
Compile reports and analyze data to determine trends, opportunities and identify necessary changes to processes, procedures
Produces daily, weekly, monthly statistical reports

Education Education

Bachelor’s Degree in Analytical Ability Towards

University of Massachusetts Amherst

Bachelor’s Degree in Analytical Ability Towards

Skills Skills

Strong knowledge of Production Support framework ( e.g. ITIL)
Assists Manager with developing/maintaining a robust and meaningful Quality Assurance program
Experience in handling support mail boxes, Support tools like ServiceNow, Test Director etc, knowledge of monitoring tools like Geneos
Strong analytical skills
Good understanding of IIS 6.0 and 7.0 and Experience in deploying websites using IIS6.0, IIS7.0; configurations and management in windows server 2003
Reports to the Manager on QA trends, concerns, and team development; ensure compliance with Quality, Service, and Production standards
B.E./MCA or equivalent from a premier university; ITIL v3 Foundations desirable, background in ASP .Net, C# (.Net Framework)
May assume the supervisory role in the absence of the Manager
Supports the Manager with objective setting, monitoring performance, and evaluating results; provides positive reinforcement and recognition to team members
Carries out a regular work assignment as part of the unit/department, and may fill in for others as necessary

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Team Lead, Trade & Executive Desktop Support Resume Examples & Samples

Microsoft Office / Outlook 2010
Macintosh OSX and Mac hardware (in an enterprise environment)
Good for Enterprise / Good Dynamics
Casper MDM
Bloomberg, Reuters Eikon, Charles River
SCCM software deployment and reporting
Provide status reporting of team activities
Performs performance management process and provides input into staffing decisions
5+ years of experience in EUC

Team Lead Production Support Resume Examples & Samples

Identifies, analyzes and resolves highly complex problems across a broad range of supported environments
Monitors the overall performance of supported environments and performs the necessary tuning to ensure continued availability
Develops and executes plans to implement highly complex changes to the bank’s mission critical systems
Meets with executives from within the EI division, business partners in CTD, LOB senior management/executive and vendors to provide status updates related to the health of supported applications, to maintain an understanding of new technologies and business trends, and to ensue all support issues and business needs are properly communicated and addressed
Leads and/or provides technical consultation to task force/project teams, technical recovery teams, post mortem meetings and focus groups in order to ensure ongoing availability of critical applications and/or quick resolution to significant problems
Represents the team, and provides technical guidance and consultation, on multi million dollar projects
Provides technical coaching and/or broader team leadership to more junior team members
Increases the efficiency of existing operational methods and workflows by identifying, recommending, and implementing process improvements
Ensures all operational risks to supported systems have been identified, prioritized, and are being tracked
Ensures that all audit, Information Security, and regulatory guideless are adhered to
Participates in disaster recovery and site backup tests
Identifies and avoids any potential bottlenecks that might present a threat to system security or user services
Tests and verifies security controls in fixes, and new or upgraded products
Possesses a university degree/college diploma in related discipline(s) and 7 - 10 years experience in the IT industry
Expert and in depth knowledge of the EI platform’s multiple technologies and a solid knowledge of the organization’s other technical environments and supported applications
Advanced understanding of applicable CTD initiatives
Advanced understanding of LOB’s business initiatives and their dependencies on technology
Illustrates advanced knowledge of the Bank’s technology standards, guidelines, and processes
Exhibits advanced knowledge of current IT industry standards and trends applicable to the given EI platform
Maintains advanced knowledge of Information Security, audit, and regulatory guidelines
Demonstrates advanced knowledge of the ITIL framework and processes: Incident and Problem Management, Change Management, Configuration and Release Management
Displays solid knowledge of financial accounting principals, capital planning processes, and BMO financial methodologies
Possesses advanced verbal and written communication skills
Possesses advanced interpersonal skills
Possesses advanced problem solving and analytical skills
Demonstrates advanced customer service skills
Maintains advanced teamwork skills
Displays advanced presentation skills
Illustrates advanced leadership skills
Is able to lead large teams during recovery activities for highly critical bank applications
Is able to manage in crisis situations

Support Center Team Lead Resume Examples & Samples

Effectively and positively communicate the organizational mission, vision, values, goals, performance management and action plans to assigned resources
Assume responsibility for the results (KPI’s, SLA’s) of your assigned product teams, including adherence to all support delivery processes
Be an advocate for client satisfaction, demonstrating the importance of client satisfaction in both words and actions
Drive and support the implementation of center wide objectives
Work with technical team lead and team managers to identify and address issue impacting team performance
Understand and report on assigned team metrics, performing root cause and developing action plans to address issues
Ensure appropriate resource scheduling across your assigned product teams
Closely monitor client satisfaction results of assigned product teams ensure appropriate actions are quickly implemented to address client concerns
Provide backup coverage for team managers when requested
Recommending innovative ways to improve productivity and reduce costs
Analyze data & perform a thorough Root Cause Analysis
Take new actions within & across teams, to improve quality and share best practices
Collaborate across multiple teams for process improvements and standardization
Act as a catalyst to drive adherence to all aspects support delivery processes
Other duties as assigned, including support center level responsibilities
English: Fluent (B2-C2)

Support Center Team Lead Resume Examples & Samples

At least 12 months of relevant experience in a technical support center
Knowledge and experience with Cisco Products
Team Lead experience in a Technical Support Center environment

Team Lead Merchant Support Resume Examples & Samples

Key Team Lead to govern new merchants onboarding process and review existing merchants
Perform monhtly AML review on new merchants
Custodian to all SOP on terminal vendors and service providers, including timely processing of invoices
Improve internal operation process flows with internal stakeholders and terminal vendors
Generate adhoc, monthly and quarterly reports to support the Business Head
Work closely with internal business stakeholders and IT development team to establish strategies and business plans to achieve KPIs
Build and maintain strategic relationships with key partners. Establish strong brand association with merchants through increased collaborations and compliance
Manage all vendor agreements, outsourcing timeline, audit & AML matters
Assist merchant on transaction reconciliation
Represent the team as Risk Champ and to take on assigned projects when required
LI-JK
The candidate should possess at least 3-5 years of relevant business support / merchants card operation experience
Experience in terminal management, merchant support and operations management
Take Initiative in learning and demonstrate Positive Attitude
Result-oriented and self-motivated
Good command of language (oral and written)
Ability to multi-task and manage stress
Independent yet able to contribute as a team
Analytical and Meticulous in details

Modification Team Lead Support Resume Examples & Samples

Engineering degree from an accredited University of recognized standing, with a minimum of 10 years practical experience in Nuclear Power Plants
Registered as a Professional Engineer in the Province of Ontario and member in good standing
Working knowledge of the CANDU design and plant system design
Working knowledge of CSA N286
Detailed understanding of client specific Engineering Change Control process and governance procedures
Working knowledge of client Asset Suite Work Management, complete with active access rights
Strong leadership/managerial, inter-personal and communication skills, with strong customer focus
Working knowledge of PB/licensing requirements and interfacing with TSSA/ CNSC

Team Lead-support Resume Examples & Samples

To build a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround if user queries through prompt and effective communication and reporting
To ensure applications are fully compliant by adhering to processes and security compliance as mandated by standards
Manage system incidents providing timely escalation/recovery actions and management communication
Flexible to accommodate time-zones as teams are geographically dispersed and support activities are 16*7 and manage different shifts and weekend support
Provide a proactive approach to supporting the production environment including presenting ideas & process improvements to automate manual tasks and reduce the team workload
Manage Post Incident Reviews and conduct Disaster Recovery tests
Complete ownership and accountability for production support applications for CBDM in production
Lead and develop team of Analysts and Associates ensuring 1st Class Service Delivery at all times
Define, lead and continually improve a robust and compliant Support and Operating model for all development and production support activity
Provide guidance to the team on managing high severity issues, communication, prioritization of issues, process definition and adherence e.g. configuration management, rollout, etc., work with key stakeholders in the business, development, and IT platform teams to resolve any bottlenecks, provide advice on resiliency, quality, stability, and performance
Engage adequately with the Development teams to ensure a seamless transition from Dev to Support, understand Support pipeline, and share common problem tickets so as to improve development quality and process
Engages with multiple upstream/downstream teams and be able to analyze challenges/issues, prioritize, troubleshoot and spearhead discussions
Develop/Refine a Support Dashboard to share KPIs/ key results areas, e.g. Support Metrics, overall productivity, and cost reduction
Ability to interact with technical and business executive leadership and operational staff and act as a Thought Partner
Enagage and take ownership for rollout of new initiatives driven by RBS such as SNOW, AGILE and DevOps
This is a Senior role (AVP) reporting into Head of CBDM- FAFT India
The individual will be engaged in managing the overall Support for the CBDM suite of applications. The individual will also be responsible for support, maintenance and delivery of technology services related to the respective business lines. As a key interface to the Infrastructure and Development teams, this role will ensure that the business teams receive the services required from technology. Individual will also be responsible for interacting with relevant stakeholders in project teams to review/analyse organisational requirements, identification of risks and the ultimate roadmap
This role demand individual to make sure all tools and platform are available across different time zone and any issues raised by business needs to be addressed effectively. Role also demands focused relationship with business users
Essential: BE / M Tech / MCA from reputed college / university

Team Lead-software Application Support Resume Examples & Samples

Partner with Field Services, Production Support Organization, and Implementation Management organizations to provide a consistent and stable operator experience
College degree in Information Systems or related field, or equivalent work experience
Proven technical leadership skills in driving high talent teams in local and remote locations
7-10 years’ experience in software development, preferably 1-2 years at ESI or in the PBM industry
Ability to be an agent of change, handle complex technical problems into smaller simple solutions, and create a culture that supports high team morale
Familiarity with health care or PBM industry very helpful

Team Lead, Application Support Resume Examples & Samples

Gather and analyze information in order to improve business systems and processes
Assist development team with troubleshooting issues and liaising with internal clients on incidents and service requests
Review and agree requirements and designs with relevant business owners
Assist design and implementation of ongoing support arrangements for delivered systems
Work as part of a project team, reporting progress and escalating issues to project management in a timely manner to ensure successful completion of projects / reviews
Investigate third party vendors or systems when appropriate
Adhere to standards set by the Invesco project methodology
2 to 5 years of experience in IT Software development, support, or business analysis roles
2 to 5 years as a Team Lead
Knowledge and experience with CRM (Salesforce), .Net Development, RDBMS, MS SQL Server/T-SQL, Informatica PowerCenter/Cloud tools
Experience working with Agile/scrum software development framework is a plus
Experience in the Financial Services industry is a plus
Strong technical presentation skills
Ability to manage multiple tasks and requests and ability to deliver quality results

Team Lead Site Support Resume Examples & Samples

The Team Leader is accountable for the day-to-day mail sorting and distribution activities of his/her team and ensures the work is performed accurately, efficiently, and within the SLA timeframes. He/she is also required to assist in and contribute to the ongoing efficiency of the Distribution Unit
The incumbent also performs the following
Acquiring a good knowledge of processes and procedures in the assigned areas
Providing leadership, guidance, advice, and coaching to the individual members of the team to optimize their performance and keep the team running smoothly with a minimum of disruptions
Keeping up to date of changes and the introduction of new processes/procedures
Understanding the accountabilities and responsibilities documented in the Job Descriptions for the Team functions
Interfacing with other teams within the Distribution Department to ensure regular and special mailings are processed expeditiously
Ensures service provided to customers is of the highest quality by ensuring that all service level commitments to customers are met or exceeded

Team Lead, Support Resume Examples & Samples

Team Leaders should meet the Advanced criteria for Quality at Mars
Coach team on use and application of Mars Quality Principle and site quality standards
Ensure adherence of performance tracking tools including log books, area boards, and loss tracking systems
3 years of experience a TPM/technical, manufacturing environment

Team Lead, Application Support Resume Examples & Samples

Lead, develop, and motivate staff through regular mentoring, training, and communication
Recruit, train, supervise, and conduct performance reviews for staff
Lead continuous improvement opportunities for team processes and procedures
Represent the IT Services Department at team meetings and/or planning sessions
Execute support requests and prepare communication to support teams. This includes ensuring the timely involvement of technical support or other appropriate IT staff as required
Provide support for on call, after hours, weekends, and public holidays when required
Participate in troubleshooting efforts with the team or as an individual
Resolve technical issues by using logical, systematic and sequential reasoning
Escalate issues and remediation steps effectively and in a timely manner
Provide technical support for projects and existing systems in cooperation with other team members including issue identification, log review, job flow dependencies and resolution
Ensure all solutions are accompanied by appropriate system documentation that meets internal standards
8+ years of experience in IT Software development, support, or business analysis roles
2+ years as a Team Lead
Knowledge and experience of Investment systems preferred

Technical Support Regional Team Lead Resume Examples & Samples

Previous experience in a technical support role, preferably at Tier 3 level or equivalent
Proven experience of working in a high pressure environment
Demonstrated confidence and experience in working with all levels of customers and clients on a daily basis
Demonstrated analysis, problem solving and troubleshooting expertise
Ability to communicate business and technical concepts clearly and effectively
Experience leading a team or project

Curative Support Work Flow Team Lead Resume Examples & Samples

Lien clearing and title resolution experience
Computer proficiency including high comfort with Microsoft office products
Previous Curative experience including strong knowledge of title and mortgage documents
Excellent professional written and verbal communication skills
Proven track record of strong quality and productivity
Demonstrated flexibility and adaptability to changing tasks, organization, and self motivation
Ability to work in a fast-paced, high volume environment, while maintaining attention to detail
Must be able to work quickly and independently
Experience in a multi-state operation
Commitment to teamwork
Strong ability to provide information and direction to production associates
Ability to manage conflict
Ability to proactively and accurately identify and resolve problems
Previous Management, Coaching or Leadership Experience
Completion of a High School diploma or undergraduate degree in equivalent field is preferred
Minimum 2-4 years previous Title Company experience or Mortgage Fulfillment

Support Service Team Lead-propel Resume Examples & Samples

Receive, identify and sort packages based on sample type, testing and client. Recognize and expedite STAT and priority testing. Direct samples to appropriate testing area
Assists supervisor in coordinating all activities of the Propel Staff
Works as a member of the team to cover responsibilities
Responsibilities include Sort, Prep, Load, and Unload samples from Propel automated line
Respond and resolve instrument dialog errors and specimen issues
Re-stock supplies and empty waste regularly
Manual specimen aliquot, asses/modify workflow to various technical departments
Team lead of 5-6 employees
Evaluates data
Associates degree in a medical related field or equivalent education and experience
Type a minimum of 3000 KPH
Able to work independently under general supervision
Able to work in a fast paced production environment to meet established turnaround times
Ability to sit or stand for extended periods of time and perform repetitive duties
Previous experience in clinical processing
Knowledge of specimen types tubes and media
Strong memorization skills
Able to decipher relevance of information on requisitions
Have an understanding of HIPAA regulations and Universal Precautions when dealing with patient sample

Are you our new Team Lead for Business Support Resume Examples & Samples

You will be responsible for further developing a strong team of high performers. Through people leadership and supervision, you will support and direct the team in understanding their strengths and setting priorities
You are expected to liaise with local Executives and other key stakeholders to understand how you and the team can make the greatest impact
You must be able to adapt and develop services with agility, according to local business needs as well as global and Nordic strategies
You will participate in Cross-Nordic virtual collaboration with other team leads
You already work as team lead for a group of people who provide service to the business (secretaries, reception or other) and you have a strong record in people leadership
Preferably, you have administrative work experience in an international work environment
You are a strong communicator with high proficiency level in Norwegian and English
You are generally tech-savvy and a quick learner
You possess compassion and integrity and have a natural ability to identify potential as well as obstacles, and you set clear direction. You will lead from the front

Team Lead, Customer Support Resume Examples & Samples

Resolve payroll discrepancies by collecting data, analyzing information and coordinating with internal partners in order to retain customers
Calculate pay and deductions for manual payments (checks, wires, and EFT’s) in relation to missing hours, pay advances, and refunds for Healthcare Professionals
Manage team escalations and demonstrate good business judgment
Problem solve/troubleshoot with team members regarding customer support and payroll issues that may arise in order to manage situations that have escalated beyond the bounds of established policy and procedures
Assess and resolve escalated issues with resolution rate of 95% + without management intervention and within agreed upon service level guidelines
Observe on-the-job performance of team members in real time in order to diagnose and coach learning opportunities in regard to organization skills, customer service techniques and additional competency growth areas
Assess knowledge and skill gaps according to performance data, real-time observations and feedback in order to design training plans and activities (e.g. 1:1, lecture, demonstration, role-play, discussion, etc.) that increase performance results
Design and deliver group trainings to address relevant internal business, process and operations updates in order to improve performance aligned with strategy by increasing knowledge and skills
Coordinate meetings and trainings on behalf of the leadership team for team meetings, project meetings and trainings
Analyze the department’s people, processes, and tools and can see opportunities for synergy and integration using the lean six sigma philosophy in order to remove waste and increase accuracy
Provide feedback and process improvement ideas to Customer Service Management team on opportunities to better align and leverage resources and procedures in order to best address current business environment
Generate team-level performance reports by tracking relevant quantitative and qualitative metrics in order to identify trends and diagnose improvement opportunities
3-4 years in a fast paced, externally facing customer support department
1 year leadership or supervisory experience or equivalent combination of education and experience
Emphasis in general accounting, payroll, banking, and/or account management

Team Lead-practice Administrative Support Resume Examples & Samples

3 to 5 years of corporate experience in a coaching or leadership capacity
Solid knowledge of MS Office Applications
Exposure to a centralized candidate (or HR) tracking or applicant tracking system (ATS) highly preferred
Exceptional organizational, interpersonal, and communication skills
Team player with ability to manage multiple people from different background as well as projects simultaneously
Leadership skills and ability to direct others while maintaining individual deliverables

Team Lead-sales Support Resume Examples & Samples

Industry knowledge and experience preferred
Ability to motivate and create a team building environment
Ability to project confidence and enthusiasm about the company
Must be able to keep a positive attitude even in stressful situations
Strong analytical skills with the ability to quickly identify and resolve issues
Service Oriented; ability to think strategically and act tactically
Prior leadership experience
Strong organizational skills; ability to manage multiple demands and priorities
Strong Relationship Management Skills; ability to maintain professionalism at all times
Proficient with MS Office, Word and Excel preferred
Ability to practice responsible, and sometimes creative, decision making skills
Superior interpersonal abilities. Ability to promote a positive working environment within the department and other areas. Demonstrate a high level of professionalism
Ability to work independently with little or no supervision
Ability to coordinate multiple tasks simultaneously
Attention to detail in problem resolution. Display sense of urgency. Ability to meet deadlines with accuracy
Unquestioned integrity and personal ethics. Willingness to speak up

Team Lead-support Resume Examples & Samples

Conducts or assists with the planning and scheduling of the day-to-day activities of the team, to include the review of team workloads, and making adjustments when necessary to balance daily workloads
Assists the Manager with developing/standardizing training protocols and materials
Coordinates and facilitates training
Assists Manager with developing/maintaining a robust and meaningful Quality Assurance program
Assists the Manager in creating and maintaining a productivity dashboard
Reports to the Manager on QA trends, concerns, and team development; ensure compliance with Quality, Service, and Production standards
Lead various projects to improve efficiencies and drive continuous improvements
Provides guidance to employees/team and provides updates to employees/team regarding changes to procedures, policies, and or systems
Supports the Manager with objective setting, monitoring performance, and evaluating results; provides positive reinforcement and recognition to team members
Carries out a regular work assignment as part of the unit/department, and may fill in for others as necessary
May assume the supervisory role in the absence of the Manager
Associate's degree or equivalent plus a minimum of 3 years of related work experience
Ability to plan and coordinate the work of others, and to communicate procedures to employees
Demonstrates effective leadership skills
Ability to prioritize and perform multiple tasks
Knowledge of department/units insurance support jobs and operations preferred
Able to adapt to competing priorities, detail-oriented, execution-focused, dependable
Excellent analytical skills to ensure accuracy and integrity of data presented
Excellent interpersonal and communication skills to interact with sales, service, internal and external customers
Strong critical thinking and problem solving skills
Demonstrates innovation and creativity to support continuous improvement
Intermediate computer skills required, proficiency with Microsoft Office applications preferred (to include Word and Excel)

Support Center Team Lead Resume Examples & Samples

Monitoring group metrics for trends and quality
Coordinate and direct work loan, ensure service level agreements and quality goals are met
Conducts new employee training
Five or more years of experience in financial accounting activities
Considerable knowledge of bookkeeping practices and principles
Excel/Access experience

Team Lead Tech Support Resume Examples & Samples

MCSA\MCSE\MSTP certification Server 2008/Windows 7 or above
ITILv3 Foundation Certification
Microsoft SCCM experience (2-4 years)
VMWare experience or VDI experience (2 years)

Team Lead Dealer Support Resume Examples & Samples

Understand, define and document the procedural requirements needed to position the contact center to support planned product, lender and technology solutions
Acts as the first point of contact for customer-related and system-issue type escalations
Support the growth and expansion of all Dealertrack Canada product utilization, subscription sales and contract processing within the contact center
Facilitate the continuous improvement/evaluation of processes and practices in an effort to drive efficiency and effectiveness within the daily workflow of the contact center
Monitor contact center quantitative and qualitative data to ensure the delivery of the Dealer Support KPIs (Key Performance Indicators)
Seek and analyze feedback from internal and external stakeholders and make improvements accordingly
Anticipate issues and challenges that may impact team results, team dynamic and/or team morale
Provide guidance, instruction, direction and leadership to the individual members of the Dealer Support contact center as needed
Model and support a ‘team’ culture through collaboration and consensus
Effectively manage the day to day activities within the Dealer Support contact center
Ensure optimal resources are planned and scheduled to deliver and maintain service level agreements
Provide monthly individual scorecard reviews
Provides collaborative support and service to internal solution groups as required
Creates/updates/maintains case logs for each service or support interaction
Exceptional communication skills (oral and written)
Bilingual (French) an asset
Customer Service, Finance and/or automotive retail experience
Ability to prioritize workload according to demands, and demonstrated ability to multi‐task
Demonstrated critical thinking ability to problem‐solve
Excellent decision making, follow‐up and organizational skills
Demonstrated ability to triage and escalate application issues
Technical experience supporting Dealertrack's products and services an asset
Proficiency in a windows environment. Competent in the use of MS Word, Excel, PP and Outlook
Proven track record of meeting and exceeding client expectations

Team Lead, Customer Support Resume Examples & Samples

Provides day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation
Monitors Customer Support call center performance against stated service agreements
Drives accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal
Performs daily Customer Support call center staff responsibilities and other management responsibilities (as necessary)
Performs daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Support staff; administering scheduling systems and time management processes; communicating job expectations; planning, monitoring, appraising, and reviewing job evaluations; planning and reviewing compensation actions; enforcing policies and procedures

Team Lead, Tech Support Resume Examples & Samples

Perform tasks related to the provisioning of new employees, termination of accounts and equipment accounting for terminating employees, and other scheduled activities relating the employee experience
Monitor and perform tasks as they concern the overall operation of the helpdesk and support of employees, which includes but is not limited to
Educational level is usually achieved through a secondary education or a degree in a business school, trade school or an associate degree or equivalent experience. The typical incumbent in this position should be able to read instructions, policies, and directions and to understand more complicated thoughts communicated in writing. Incumbents should express themselves clearly when writing directions, assignments, and policies. At a minimum, the successful incumbent will be able to do arithmetic such as percents and fractions
Typically, this position requires a degree in Information Technology or equivalent technical training and certifications and 3-5 years of demonstrated employment experience in a related industry. Training may consist of a course taken in secondary school or in a trade school, but experience would likely be gained from "on-the-job" working with their supervisor or other employee. Examples of certifications: A+ Core, Network+, or HDI professional training
Ability to lead and advise team members
Intermediate/Advanced understanding and familiarity of Microsoft operating systems
Intermediate understanding and familiarity of Apple operating systems
Ability to work outside of normal business hours as required

Team Lead-support Resume Examples & Samples

Accountability to Platform Manager for end to end application implementation and post-implementation support for all changes to production applications; plan upgrades and updates in system after consulting project teams, application owners and Platform Manager; plan DR tests and completing compliance reviews
Provide a stable platform for business users and developers, monitoring business critical applications & hardware, facilitating IT Infrastructure escalations, network issue management, upgrades and remote support for the EMEA business and developers
Manage the team of L2/vendor personnel; management of problem resolution in all infra maintenance and support issues, bug fixes and enhancements providing timely escalation/recovery actions and management communication
Ensure that funding approvals are in-place for investment projects; billable time tracking and reporting to ensure appropriate vendor charging, perform recovery actions as necessary
B.E./MCA or equivalent from a premier university; ITIL v3 Foundations desirable, background in ASP .Net, C# (.Net Framework)
Good understanding of IIS 6.0 and 7.0 and Experience in deploying websites using IIS6.0, IIS7.0; configurations and management in windows server 2003
Strong understanding of preferably Oracle RAC/11g, SQL Oracle, Oracle Admin tasks or Sybase /SQL server; good understanding of Unix, Shell Scripting and Autosys
Experience in handling support mail boxes, Support tools like ServiceNow, Test Director etc, knowledge of monitoring tools like Geneos
Good knowledge of best practice support processes (ITIL), knowledge of Argon & Toad Tools, experience of full project life-cycle, from initial concept right through to live deployment and support

Contact Center Team Lead-servicing Support Resume Examples & Samples

Respond to all agent support inquiries through the Supervisor Hotline including escalated customer complaints and document voice of the customer feedback
Ensure that customer questions and problems are resolved properly and quickly. Address challenging customers and problems that require escalation outside of the department. Strive to provide all customers with an outstanding customer experience
Complete tickets escalated to management; including customer call backs
Process and respond to customer fax, email and mail requests
Ensure knowledge of current policies and procedures while using problem solving skills to communicate accurate information to agents
Handle all Mortgage call types, such as Escrow, Payoff, PMI, Heloc, Consumer, Tax, 1098, 1099, Construction
Meet and exceed customer satisfaction expectations
Provide agent performance feedback received by Business Units, customer complaints, and escalate cases to Management
Share job knowledge and best practices with agents for their continued development
Provide real-time and/or side-by-side coaching, live monitor calls, review recorded calls for continuous improvement of agent performance
Maintain a positive work environment through motivation and visibility to agents. Team Leads should walk around periodically to perform live monitoring of agents, compliment agents for on-the-spot performance, and assist agents struggling with calls
Manage a range of non-phone activities for agents including huddles, completion of LMS courses, and special projects
Increases employee efficiency by monitoring real time adherence and metrics in a multi-skill call center environment, through dashboards and WFM tool; communicating areas of concern to Management team and making real time adjustments to agent schedules
Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or customers, as well as recognize potential additions or modification to policies or procedures
Perform additional responsibilities as assigned by management
Ensure compliance with applicable federal, state and local laws and regulations. Complete all required compliance training. Maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Take responsibility to keep up to date with changing regulations and policies

Team Lead-sales Support Resume Examples & Samples

Process customers’ orders from order entry to sending shipping confirmation
Lead the Sales Support teams, assign priorities within team and escalate potential issues quickly and effectively
General customer communication, timely, correct and actionable updates and follow-ups
Communication of customers’ needs with regards to current and upcoming orders to the other departments of the company
Update of customer data in ERP and CRM system
Ensure all procedures are followed
Identify training and development needs for the team and continuously grow the team’s performance
Support quote preparation process for sales team

Team Lead-eq Cash Trade Floor Support Resume Examples & Samples

Good problem solving and diagnostic skills
Ability to run a team located locally and remotely to deliver a high quality service to the business
Ability to work under pressure and manage multiple, concurrent / conflicting priorities
Self-driven, highly motivated and have very high standards concerning quality of service delivered and attention to detail, where they lead by example and expect the same behavior of other colleagues
Knowledge of ITIL incident and problem management
Solid Unix and Linux knowledge and practical working experience including Shell scripting (Sun Solaris, Linux)
Basic knowledge in relational databases (Sybase, Oracle) / query (SQL)
Network (TCP/IP)
Knowledge of scripting languages such as Perl
Knowledge of the FIX protocol is beneficial

Support Equipment Team Lead Resume Examples & Samples

Lead Technical Discussion for Field Issues & Questions
Conduct quality MRB review activities associated with supplier SRI & EQN activities
Ensure all group initiatives are being conducted in a timely fashion by all group members
Keep PLM & PMO management abreast of any field or important issue
Familiarity with Air Force customer processes preferred, but not required

EHR Support Specialist Team Lead Resume Examples & Samples

Assertive, self-confident, and resilient
Must have strong time management, organizational and decision making skills
5+ years of Team Lead or Supervisory experience preferred in a customer service, call center or related environment
3+ years of experience working with Electronic Health Records systems

Team Lead-support Resume Examples & Samples

Build a satisfied customer base by pro-actively managing escalations, ensuring timely turnaround of user queries though prompt and effective communication and reporting
Achieve a more productive environment by leading process evaluation, suggesting and implementing solutions which will enhance application efficiency
Undertake Root Cause Analysis (RCA) to determine the origin of complex problems, for both application and batch issues, escalating to 3rd Level support resource within Application Development, when the situation requires
Manage production change and own change review board activities for smooth deliveries, ensuring proper engagement and communication to relevant stakeholders
Manage post review meetings and drive the improvements/gaps out of the review
Strong knowledge of Production Support framework ( e.g. ITIL)
Incident and recovery management skills
UNIX skills (shell/Perl scripts and general command line utilities)
Sybase/SQL Server/ Oracle PL SQL , stored procedures, debugging
Support for Microsoft Technologies or Java applications