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1

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
2

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.
3

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 
4

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.
5

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.