customer service team lead Resume Examples

customer service team lead

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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

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.

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

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.

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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