5 Amazing customer service team leader Resume Examples (Updated 2023) + Skills & Job Descriptions

customer service team leader

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customer service team leader: Resume Samples & Writing Guide

Employment history

Senior Customer Service Team Leader, CVS Health Woonsocket, Rhode Island

July 2017 – Present

Respond to customer inquiries and complaints in a timely manner
Manage customer service operations, including staffing, scheduling and budgeting
Develop strategies to improve customer service quality and team performance

Customer Service Team Leader, JPMorgan Chase New York, New York

July 2016 – June 2017

Handle customer inquiries, complaints and escalations
Develop customer service strategies to improve customer loyalty and retention
Evaluate customer service calls and provide feedback to team members

Entry Level Customer Service Team Leader, Apple Cupertino, California

January 2016 – June 2016

Develop strategies to improve customer service quality and team performance
Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques
Develop customer service strategies to improve customer loyalty and retention

Education

University of California, Berkeley, California

MD in Accounting, November, 2015

University of California, Berkeley, California

Bachelor of Science in Accounting, November, 2011

Skills

Quality Assurance

Professionalism

Problem Solving

Risk Management

Data Analysis

Strategic Thinking

Accounting

Reporting

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Professional Summary

Dynamic and organized professional with extensive experience in customer service and team leadership. Proven track record of success in providing exceptional customer service, training and supervising staff, and developing strategies to improve operational efficiency.

Employment history

Lead Customer Service Team Leader, Amazon Seattle, Washington

October 2013 – Present

Monitor customer service metrics and analyze trends to identify areas of improvement
Manage customer service operations, including staffing, scheduling and budgeting
Evaluate customer service calls and provide feedback to team members

Associate Customer Service Team Leader, Amazon Seattle, Washington

April 2013 – September 2013

Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques
Maintain customer service standards by monitoring and evaluating team performance
Analyze customer service data to identify areas of improvement

Entry Level Customer Service Team Leader, Amazon Seattle, Washington

October 2011 – March 2013

Evaluate customer service calls and provide feedback to team members
Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques
Respond to customer inquiries and complaints in a timely manner

Education

Cornell University, Ithaca, New York

Bachelor of Arts in Accounting, August, 2011

Skills

Troubleshooting

Innovation

Organization

Public Speaking

Accounting

Project Management

Relationship Management

Innovation

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Professional Summary

A customer service professional with a demonstrated history of leading and motivating teams to deliver outstanding customer service. Possesses strong problem-solving and communication skills to ensure customer satisfaction and successful team performance.

Employment history

Lead Customer Service Team Leader, Google Mountain View, California

December 2012 – Present

Develop customer service strategies to improve customer loyalty and retention
Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques
Maintain customer service standards by monitoring and evaluating team performance

Customer Service Team Leader, General Electric Boston, Massachusetts

December 2011 – November 2012

Analyze customer service data to identify areas of improvement
Develop strategies to improve customer service quality and team performance
Respond to customer inquiries and complaints in a timely manner

Entry Level Customer Service Team Leader, CVS Health Woonsocket, Rhode Island

June 2011 – November 2011

Train and coach customer service team members to ensure they are up-to-date with product knowledge and customer service techniques
Maintain customer service standards by monitoring and evaluating team performance
Develop customer service strategies to improve customer loyalty and retention

Education

University of Illinois, Urbana, Illinois

Bachelor of Arts in Accounting, April, 2011

Skills

Quality Assurance

Research

Decision Making

Adaptability

Troubleshooting

Networking

Data Analysis

Documentation

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Professional Summary

A highly motivated and experienced customer service team leader with an unwavering commitment to providing exceptional customer service. Proven ability to lead teams to success while driving customer satisfaction and loyalty.

Employment history

Lead Customer Service Team Leader, UnitedHealth Group Minnetonka, Minnesota

April 2012 – Present

Create and implement customer service policies and procedures
Monitor customer service metrics and analyze trends to identify areas of improvement
Develop customer service processes to improve efficiency and reduce costs

Associate Customer Service Team Leader, Microsoft Redmond, Washington

November 2010 – March 2012

Handle customer inquiries, complaints and escalations
Ensure customer service team members are following company policies and procedures
Respond to customer inquiries and complaints in a timely manner

Jr. Customer Service Team Leader, Bank of America Charlotte, North Carolina

May 2009 – October 2010

Monitor customer feedback and provide reports to management
Monitor customer service metrics and analyze trends to identify areas of improvement
Develop customer service initiatives to increase customer satisfaction

Education

University of Michigan, Ann Arbor, Michigan

Bachelor of Science in Medical Office Administration, March, 2009

Skills

Collaboration

Adaptability

Time Management

Quality Assurance

Computer Literacy

Technical

Networking

Accounting

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Employment history

Senior Customer Service Team Leader, Bank of America Charlotte, North Carolina

May 2021 – Present

Respond to customer inquiries and complaints in a timely manner
Develop customer service processes to improve efficiency and reduce costs
Develop customer service initiatives to increase customer satisfaction

Customer Service Team Leader, Google Mountain View, California

May 2020 – April 2021

Develop strategies to improve customer service quality and team performance
Respond to customer inquiries and complaints in a timely manner
Monitor customer service metrics and analyze trends to identify areas of improvement

Jr. Customer Service Team Leader, Bank of America Charlotte, North Carolina

December 2018 – April 2020

Develop customer service processes to improve efficiency and reduce costs
Develop strategies to improve customer service quality and team performance
Respond to customer inquiries and complaints in a timely manner

Education

University of Illinois, Urbana, Illinois

Master of Science in Human Resources Management, October, 2018

University of Illinois, Urbana, Illinois

Bachelor of Science in Medical Office Administration, October, 2014

Skills

Visualization

Coaching

Accounting

Leadership

Computer Literacy

Business Acumen

Process Improvement

Supervisory

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customer service team leader Job Descriptions; Explained

If you're applying for an customer service team leader position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers.

When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

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.

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;

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

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

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.

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customer service team leader Job Skills

For an customer service team leader position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few.

Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

Computer Literacy
Technical
Database Management
Quality Assurance
Troubleshooting
Data Analysis
Project Management
Risk Management
Process Improvement
Business Acumen
Financial Management
Visualization
Reporting
Networking
Strategic Thinking
Documentation
Accounting
Innovation
Supervisory
Relationship Management

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently.

Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

Communication
Interpersonal
Leadership
Time Management
Problem Solving
Decision Making
Critical Thinking
Creativity
Adaptability
Teamwork
Organization
Planning
Public Speaking
Negotiation
Conflict Resolution
Research
Analytical
Attention to Detail
Self-Motivation
Stress Management
Collaboration
Coaching
Mentoring
Listening
Networking
Strategic Thinking
Negotiation
Emotional Intelligence
Adaptability
Flexibility
Reliability
Professionalism
Computer Literacy
Technical
Data Analysis
Project Management
Customer Service
Presentation
Written Communication
Social Media
Troubleshooting
Quality Assurance
Collaboration
Supervisory
Risk Management
Database Management
Training
Innovation
Documentation
Accounting
Financial Management
Visualization
Reporting
Business Acumen
Process Improvement
Documentation
Relationship Management.

How to Improve Your customer service team leader Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

Employment history

Chief Customer Service Team Leader, Google Mountain View, California

May 2013 – May 2022

Develop strategies to improve customer service quality and team performance
Monitor customer service metrics and analyze trends to identify areas of improvement
Ensure customer service team members are following company policies and procedures

Associate Customer Service Team Leader, Apple Cupertino, California

May 2012 – April 2013

Respond to customer inquiries and complaints in a timely manner
Monitor customer service metrics and analyze trends to identify areas of improvement
Handle customer inquiries, complaints and escalations

Entry Level Customer Service Team Leader, General Electric Boston, Massachusetts

November 2011 – April 2012

Develop customer service strategies to improve customer loyalty and retention
Monitor customer feedback and provide reports to management
Develop customer service initiatives to increase customer satisfaction

Education

Cornell University, Ithaca, New York

Bachelor of Arts in Accounting, September, 2011

Skills

Attention to Detail

Written Communication

Technical

Process Improvement

Risk Management

Financial Management

Troubleshooting

Innovation

Provide your Contact Information and Address Year Gaps

Always explain any gaps in your work history to your advantage.

Key Insights

Employers want to know what you've accomplished, so make sure to explain any gaps using a professional summary.
Adding extra details and context to explain why you have a gap in your work history shows employers you are a good fit for the position.

How to Optimize Your customer service team leader Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

Professional Summary

Dynamic Customer Service Team Leader with proven success in leading teams to deliver exceptional customer service. Experienced in developing innovative solutions to complex customer service challenges.

Employment history

Chief Customer Service Team Leader, Amazon Seattle, Washington

October 2009 – Present

Manege custmer service operations, includin staffing, schedulig and budgeting
Handel custmer inquiries, compliants and escalations
Create and implement custmer service policys and procedurs.

Customer Service Team Leader, Microsoft Redmond, Washington

April 2009 – September 2009

Creat and implement customer service policys and proceduers
Monitor customer feedbackd and provide reports to managment
Manag customer service operations, includin staffing, scheduling and budgetting

Junior Customer Service Team Leader, UnitedHealth Group Minnetonka, Minnesota

April 2008 – March 2009

"I like to eat ice cream
it is my favorite dessert"
I likes to eat icecream
it is my favorit dessert

Education

University of Illinois, Urbana, Illinois

Bachelor of Science in Business Administration, February, 2008

Skills

Organization

Problem Solving

Visualization

Mentoring

Networking

Business Acumen

Accounting

Innovation

Include Job Descriptions and Avoid Bad Grammar

Avoid sending a wrong first impression by proofreading your resume.

Key Insights

Spelling and typos are the most common mistakes recruiters see in resumes and by simply avoiding them you can move ahead on the hiring process.
Before submitting your resume, double check to avoid typos.

customer service team leader Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an customer service team leader position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Senior Customer Service Team Leader
Apple
Cupertino, California

To the respected Apple Recruitment Team

I am excited to apply for the Senior Customer Service Team Leader role at Apple. As a highly skilled Customer Service Team Leader, I am confident that I have the necessary experience and abilities to make a valuable contribution to your organization.

Throughout my life, I have pursued my passion for Customer Service and have gained experience in this field as a result. This experience has given me valuable skills such as Quality Assurance and Professionalism, which I am excited to bring to this position. I am eager to work with a team that shares my enthusiasm as a Customer Service Team Leader and help your organization achieve its well determined goals.

Thank you for considering my application for the Senior Customer Service Team Leader role at your organization. I am dedicated to continuous improvement, and elated about the opportunity to join your team and work towards achieving our shared goals together.

Cordially,
William Nelson
683-223-7234
nelson_william@outlook.com

William Nelson

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Showcase your most significant accomplishments and qualifications with this cover letter.
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