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customer service team leader

  • Responsible for managing a team of 20 people in the customer service team. 
  • Overseeing two teams, Malaysia and Singapore. 
  • Prepare daily, weekly, monthly reports for the management team. 
  • Investigate complaints from escalations and ensuring cases gets resolved within the set service level agreement. 
  • Identify areas of improvements and discuss with relevant teams to work out with development plans and execute strategies for the customer service team to provide the best service quality.
  • Ensure that all staff are adequately trained and identify any additional training needed to achieve working standards. 
  • Conduct training and coaching sessions for underperforming agents.
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customer service team leader

  • Coaching and development of all team members on the Front-End.
  • Planning and executing methods to maintain and reach company goals.
  • Interview, select and train all new Courtesy Clerks.
  • Writing a schedule to meet stores needs.
  • Satisfying Customer Concerns 
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customer service team leader

  • Supervised the front end employees as necessary.
  • Delegated tasks throughout the day for the customer service department to run efficiently. 
  • Managing meetings and events.
  • Interviewed potential candidates and followed through with the new hire process if required.
  • Personal and company success driven: Result- oriented and highly responsible. 
  • Know how to promote, demonstrate and sell.
  • Exceptional customer service, experience in guiding customers towards optimal sales.