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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
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
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
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.
11
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.
12
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;
13
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
14
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
15
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.
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.
Steve Thompson
996 Greenwood Avenue, Earl, NC 28073Employment 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
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
[email protected]
William Nelson
Showcase your most significant accomplishments and qualifications with this cover letter.
Personalize this cover letter in just few minutes with our user-friendly tool!
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Build your Resume in 15 minutes
Give yourself the best chance of standing out from the competition!
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.
Create an awesome resume that meets the expectations of potential employers with our selection of professional, field-tested resume templates.