5 Amazing customer service team lead Resume Examples (Updated 2023) + Skills & Job Descriptions

customer service team lead

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customer service team lead: Resume Samples & Writing Guide

Professional Summary

An experienced Customer Service Team Lead with a passion for providing excellent customer service. Proven ability to lead a team and ensure customer satisfaction.

Employment history

Lead Customer Service Team Lead, CVS Health Woonsocket, Rhode Island

December 2011 – Present

Manage customer service staff schedules
Supervise and manage customer service staff
Analyze customer service data and metrics to identify areas for improvement

Customer Service Team Lead, Amazon Seattle, Washington

December 2010 – December 2011

Monitor customer service staff performance and provide feedback
Resolve customer service issues in a timely manner
Develop and implement customer service policies and procedures

Jr. Customer Service Team Lead, Google Mountain View, California

July 2009 – December 2010

Analyze customer service data and metrics to identify areas for improvement
Create reports to track customer service performance
Monitor customer service trends and recommend changes

Education

Cornell University, Ithaca, New York

Bachelor of Arts in Medical Office Administration, May, 2009

Skills

Planning

Flexibility

Organization

Self-Motivation

Social Media

Reporting

Visualization

Risk Management

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Professional Summary

Dynamic and experienced Customer Service Team Lead with a proven track record of delivering exceptional customer service. Experienced in providing training, mentoring, and guidance to team members to ensure a high level of customer satisfaction.

Employment history

Senior Customer Service Team Lead, CVS Health Woonsocket, Rhode Island

January 2012 – Present

Develop customer service strategies to improve customer experience
Manage customer service staff schedules
Develop and implement customer service training programs

Associate Customer Service Team Lead, Apple Cupertino, California

January 2011 – December 2011

Develop and implement customer service policies and procedures
Manage customer service staff schedules
Resolve customer service issues in a timely manner

Junior Customer Service Team Lead, Bank of America Charlotte, North Carolina

July 2010 – December 2010

Handle customer inquiries and complaints
Develop customer service strategies to improve customer experience
Ensure customer service standards are met

Education

University of Maryland, College Park, Maryland

Master of Science in Business Administration, May, 2010

University of Maryland, College Park, Maryland

Bachelor of Arts in Human Resources Management, May, 2006

Skills

Creativity

Relationship Management.

Training

Attention to Detail

Innovation

Troubleshooting

Written Communication

Business Acumen

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Employment history

Senior Customer Service Team Lead, JPMorgan Chase New York, New York

March 2022 – Present

Assist customers with product or service inquiries
Maintain customer service records
Monitor customer service staff performance and provide feedback

Associate Customer Service Team Lead, General Electric Boston, Massachusetts

September 2021 – February 2022

Handle customer inquiries and complaints
Collaborate with other departments to ensure customer satisfaction
Manage customer service staff schedules

Junior Customer Service Team Lead, Amazon Seattle, Washington

February 2021 – August 2021

Monitor customer service trends and recommend changes
Collaborate with other departments to ensure customer satisfaction
Develop customer service strategies to improve customer experience

Education

University of California, Berkeley, California

Master of Arts in Medical Office Administration, December, 2020

University of California, Berkeley, California

Bachelor of Arts in Medical Office Administration, December, 2016

Skills

Technical

Planning

Critical Thinking

Collaboration

Risk Management

Computer Literacy

Data Analysis

Accounting

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Employment history

Chief Customer Service Team Lead, Bank of America Charlotte, North Carolina

June 2021 – Present

Develop and implement customer service training programs
Handle customer inquiries and complaints
Resolve customer service issues in a timely manner

Associate Customer Service Team Lead, Microsoft Redmond, Washington

June 2020 – May 2021

Resolve customer service issues in a timely manner
Assist customers with product or service inquiries
Develop and implement customer service policies and procedures

Jr. Customer Service Team Lead, Google Mountain View, California

January 2019 – June 2020

Analyze customer service data and metrics to identify areas for improvement
Manage customer service staff schedules
Resolve customer service issues in a timely manner

Education

University of Wisconsin, Madison, Wisconsin

Bachelor of Arts in Accounting, November, 2018

Skills

Time Management

Training

Listening

Computer Literacy

Troubleshooting

Accounting

Financial Management

Social Media

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Employment history

Senior Customer Service Team Lead, Bank of America Charlotte, North Carolina

December 2021 – Present

Maintain customer service records
Monitor customer service staff performance and provide feedback
Manage customer service staff schedules

Associate Customer Service Team Lead, Amazon Seattle, Washington

June 2020 – November 2021

Ensure customer service standards are met
Analyze customer service data and metrics to identify areas for improvement
Supervise and manage customer service staff

Jr. Customer Service Team Lead, Microsoft Redmond, Washington

June 2019 – May 2020

Develop and implement customer service training programs
Monitor customer service trends and recommend changes
Assist customers with product or service inquiries

Education

University of Florida, Gainesville, Florida

MD in Accounting, May, 2019

University of Florida, Gainesville, Florida

Bachelor of Arts in Business Administration, May, 2015

Skills

Supervisory

Accounting

Leadership

Process Improvement

Accounting

Financial Management

Computer Literacy

Quality Assurance

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customer service team lead Job Descriptions; Explained

If you're applying for an customer service team lead position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.

When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

customer service team lead

Oversaw the transition of the NiSource Customer Service Team from Charleston, WV to Houston. Which included hiring 8 members of the 10 Member team.
Resolve problems concerning transportation, logistics systems and customer issues
Maintain metrics, reports, process documentation, customer service logs, and training.
Collaborate with other departments to integrate logistics with business systems or processes, such as customer accounts and imbalances.
Supervise the work of 10 Customer Service Account Managers, which were responsible for all Confirmations and OBA Balances for all Interconnecting Pipelines of 6 Assets which included Columbia Gas Pipeline, Columbia Gulf Pipeline and Millennium Pipeline

customer service team lead

Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
Provides statistical and performance feedback and coaching on a regular basis to each team member.
Is available for employees who experience work and/or personal problems providing appropriate coaching, counselling, direction and resolution.
Responds to and resolves employee relations issues expressed by team members.
Addresses disciplinary and/or performance problems according to company policy.
Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
Assists the manager with daily operation of the call center to include the development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

customer service team lead

Supervised CS Reps. adherence to schedules
Assessed personnel performance through call listening and review of data provided by WFM
Delivered coaching/ call mentoring and motivation and fostering positive attitude towards tasks
Promoted call handling best practices and tips to agents
Delegated Tasks
Delivered support to internal staff and management by handling wide range of routine and special requirements
Provided information for the communication with the client regarding team performance, business trends, system issues, etc

customer service team lead

Supervise work in the office, administrative, and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting/coaching errors or problems.
Provide employees with guidance in handling difficult or complex calls and resolve escalated complaints or disputes.
Manage a team 9- 15 ratio.
Works as a member/leader of special or ongoing projects that are important to area/process improvement.

customer service team lead

Promoted from Team Sports Sales associate to Customer Service Team Lead
Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.
Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives.
Uses appropriate judgment in upward communication regarding department or employee concerns.

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customer service team lead Job Skills

For an customer service team lead position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.

Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

Computer Literacy
Data Analysis
Troubleshooting
Quality Assurance
Database Management
Project Management
Presentation
Technical
Written Communication
Social Media
Risk Management
Supervisory
Innovation
Accounting
Financial Management
Visualization
Reporting
Business Acumen
Process Improvement
Relationship Management

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.

Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

Communication
Interpersonal
Leadership
Time Management
Problem Solving
Decision Making
Critical Thinking
Creativity
Adaptability
Teamwork
Organization
Planning
Public Speaking
Negotiation
Conflict Resolution
Research
Analytical
Attention to Detail
Self-Motivation
Stress Management
Collaboration
Coaching
Mentoring
Listening
Networking
Strategic Thinking
Negotiation
Emotional Intelligence
Adaptability
Flexibility
Reliability
Professionalism
Computer Literacy
Technical
Data Analysis
Project Management
Customer Service
Presentation
Written Communication
Social Media
Troubleshooting
Quality Assurance
Collaboration
Supervisory
Risk Management
Database Management
Training
Innovation
Documentation
Accounting
Financial Management
Visualization
Reporting
Business Acumen
Process Improvement
Documentation
Relationship Management.

How to Improve Your customer service team lead Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Employment history

Chief Customer Service Team Lead, Microsoft Redmond, Washington

April 2011 – May 2022

Analyze customer service data and metrics to identify areas for improvement
Create reports to track customer service performance
Assist customers with product or service inquiries

Customer Service Team Lead, Bank of America Charlotte, North Carolina

November 2009 – March 2011

Handle customer inquiries and complaints
Analyze customer service data and metrics to identify areas for improvement
Develop and implement customer service policies and procedures

Junior Customer Service Team Lead, JPMorgan Chase New York, New York

May 2008 – October 2009

Education

University of Texas, Austin, Texas

Doctor of Office Administration, March, 2008

University of Texas, Austin, Texas

Bachelor of Arts in Medical Office Administration, April, 2004

Skills

Documentation

Emotional Intelligence

Networking

Relationship Management

Quality Assurance

Accounting

Risk Management

Unexplained Year Gaps and Missing Job Experiences are a No-no

Gaps in your resume can prevent recruiters from hiring you if you don't explain them.

Key Insights

It's okay to have gaps in your work experience but always offer a valid explanation instead of just hiding it.
Use the gap to talk about positive attributes or additional skills you've learned.
Be honest and straightforward about the gap and explain it using a professional summary.

How to Optimize Your customer service team lead Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Employment history

Jr. Customer Service Team Lead, JPMorgan Chase New York, New York

November 2021 – August 2022

Reolve customer servise issues in a timely maner
Manage customer servise staffs schdules
Collaberate with other departments to ensure customer satifaction

Education

University of Texas, Austin, Texas

Master of Science in Medical Office Administration, September, 2021

University of Texas, Austin, Texas

Bachelor of Arts in Office Administration, September, 2017

Skills

Data Analysis

Social Media

Documentation

Written Communication

Visualization

Financial Management

Reporting

Accounting

Avoid Spelling Mistakes and Include your Contact Information

Missing contact information prevents recruiters from understanding you're the best fit for the position.

Key Insights

Make sure you're not missing contact information on your resume. That should include your full name, telephone number and email address.
Make sure to use a professional email address as part of your contact information.
Highlight your contact information and double check that everything is accurate to help recruiters get in touch with you.

customer service team lead Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an customer service team lead position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Lead Customer Service Team Lead
General Electric
Boston, Massachusetts

To the respected General Electric Recruitment Team

I am a results-driven Customer Service Team Lead with 14 years of experience in Administrative & Clerical. I am excited to submit my application for the Lead Customer Service Team Lead role at General Electric, where I believe I can make a valuable contribution to your team.

Growing up, I always had a fascination with Administrative Support. As I pursued my education and gained experience in this field, I realized that this was where I could make the most impact. I have had the opportunity to work on things throughout my career like personal projects and voluntary work, which have developed in me a deep understanding of the challenges and opportunities in this field. I am excited to bring my passion and expertise to the role at and help your organization achieve its goals.

Thank you for considering my application for the Lead Customer Service Team Lead role. I am very passionate about this field and possess a deep understanding of the industry so, I am thrilled about the opportunity to contribute to your organization's success.

Respectfully,
Nate Thompson
634-876-3014
[email protected]

Nate Thompson

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