Sign in Customer Service Team Lead Resume Examples
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.
customer service team lead
- Writes and administers performance reviews for skill improvement.
- Take ownership of customers issues and follow problems through to resolution
- Set a clear mission and deploy strategies focused towards that mission
- Develop service procedures, policies and standards
customer service team lead/mgr
- Manage and supervised a workforce of 13 employees.
- Management of records storage area consisting of 30,000 boxes of vital records.
- Furniture-moving, storage, receiving and minor repairs.
- Office furniture moves and reconfiguration of office cubicles.
- Oversee operations in the warehouse/receiving and responsible for inventory control.
- Distribution of forms and publications.
- Prepare monthly statistical reports.
customer service team lead
- Keep accurate records and document customer service actions and discussions
- Analyze statistics and compile accurate reports
- Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment
- Keep ahead of industry’s developments and apply best practices to areas of improvement
customer service team lead
- Successfully managed different programs and LOBs including phone, email, web and chat support for North America and Asia Pacific and Australia
- Recruited, managed and mentored an average of 15 new customer service representatives per year
- Provided detailed monthly departmental reports and updates to senior management and stakeholders
- Gather feedback from customer and turn them into actionable insights
customer service team lead
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Maintain an orderly workflow according to priorities
- Administrative duties, Payroll, Interview potential new employees, employee reviews and disciplinary write ups.
- Served as Safety Coordinator to four additional work sites.~
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