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customer service team leader

  •   Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints. 
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills. 
  • Manage a Team of 10 Customer service agents in Australia and Kolkata India.
  • Met quality and productivity goals for Public Sector customers during first months of its start-up operations in Mexico, through development of a highly effective teamwork environment.
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customer service team leader

  • Providing daily direction and communicating to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner;
  • Providing continual evaluation of processes and procedures. 
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers;
  • Writing and administrating performance reviews for skill improvement;
  • Establishing work procedures and processes that support the company and departmental standards, procedures and strategic directives;
  • Ensuring that employee attendance, absence and working hours for the team are logged accurately;
  • Keep up with day-to-day management duties such as scheduling, shift, approvals and one on one meetings;
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customer service team leader

  • Consistently monitored, coached sided-by-sides and one-on-ones with representatives to ensure quality and efficiency goals are met
  • Worked as a member/leader of on-going projects to drive process improvements and represented the team on special projects and initiatives
  • Provided floor presence and answered all questions as the subject matter expert across all lines of business and software applications
  • Assisted, trained and supported the implementation of new business, procedures and call center strategies and tactics
  • Handled escalated calls as needed and conducted research and follow-through to ensure resolution, education and/or coaching to representative as necessary
  • Acted as a liaison with other departments or managers to resolve customer issues
  • Scheduled, coached and organized work assignments and served as back-up to subordinate staff including taking calls from queue and completing daily projects 
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customer service team leader

  • Maintain a strong and deep relationship with accounts under direct management – achieve an NPS of at least 80% as per internal measurement mechanisms
  • Identify opportunities for cross-selling, upselling and stimulating organic growth of Britam products and coordinate the customer retention team initiatives
  • Follow through on all issues to ensure closure within stipulated SLAs – 95% adherence to service level agreements and give progressive feedback on potential breach of SLA in CRM
  • Train new employees on company systems and procedures
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customer service team leader

  • Monitored a team of customer service representatives and made sure everyone followed the necessary store policies.
  • Helped to  tailor the store layout for promotional needs and specific to the customer demands.
  • Reviewed every team member’s performance and provided feedback for their refinement. 
  • Closely monitored the weekly sale reports and briefed the team about new product launches and promotions.
  • Understanding sales forecast of fast moving products to meet supply and demand needs. 
  • Established high store safety standards to enhance work place safety and eliminate any injury hazards.