Customer Service Team Lead Resume Samples

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Customer Service Team Leads coordinate staff responsible for providing customer service to company clients. The role of a Customer Service Team Lead is to motivate and coach customer service teams, to hire new staff, to handle complex customer service issues, and to monitor team performance. A well-written resume sample for this position showcases qualifications such as leadership, multitasking, conflict management, results orientation, customer focus, and computer competences. Customer Service Team Leads come from various educational backgrounds and have previous experience in customer service departments.

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1

Customer Service Team Lead

Received top regional awards for reducing suspended billing and assisted other branches in reducing delinquent accounts

  • Increased branch revenue by informing customers of available products and their benefits
  • Created market and customer-specific marketing solutions for company core products
  • Developed methods to establish and clarify customer needs and concerns
  • Earned exceptional ratings and testimonials from clients
  • Reduced branch revenue adjustments by 8% by obtaining insurance authorization prior to product distribution
Candidate Info
30
years in
workforce
17
years
at this job
BS
Business Administration
2

Customer Service Team Lead/trainer

Supervised Info Exchange Staff of 60+ analysts providing customer service for Internal and External Clients, via phone, fax, and e-mail. One of five team leads responsible for monitoring, providing feedback and developing customer service skills for a team of customer service analysts.

  • Handled and researched escalated issues requiring supervisory intervention to the customer satisfaction in a timely manner.
  • Conducted new hire training and also providing on-going support following the training period to ensure departmental guidelines were continuously met.
  • Developed and administered all training materials as well as communicated information / updates/changes to the staff.
  • Updated tools for departmental use and developed guidelines for new procedures put in place, including departmental process improvements.
  • Performed monthly Quality Assurance on all staff to ensure all aspects of Service Excellence Program are met by analyzing trends and monthly results to determine additional training needs.
  • Facilitated training for multiples departments on new system application (Interactive Intelligence) that allowed for more effective and efficient handling of all incoming interactions.
Candidate Info
15
years in
workforce
3
years
at this job
Business Management
3

Customer Service Team Lead

Managed branch suspended billing and assisted other branches in reducing delinquent accounts

  • Handled all walk in business and assisted customers with product selection and purchases
  • Created market and customer-specific marketing solutions for company core products
  • Developed methods to establish and clarify customer needs and concerns
  • Earned exceptional ratings and testimonials from clients
  • Reduced branch revenue adjustments by obtaining insurance authorization before product distribution
Candidate Info
30
years in
workforce
17
years
at this job
BS
Business Administration
4

Customer Service Team Lead

Lead a team of six customer service representatives in responding to calls from retail and wholesale clients of a distributor of consumer kitchenware. Support staff in providing clients with information on product availability and prices for 3,000+ SKUs. Guide team in researching and resolving invoicing, claims, and chargeback issues. Instrumental in hiring, onboarding, developing, and monitoring staff.

  • Initiated a cross-training program, which improved utilization of human resources, reduced client response time, and enhanced the quality of client services. Championed the concept of creating an operations manual for department. Due to outstanding results of cross-training and operations manual, both projects were adopted for implementation across all departments.
  • Created a twice daily customer service back log report, which allows for improved prioritization and more even distribution of workload in department while reducing downtime at warehouses.
  • Increased accuracy of complex, larger orders through introducing a proofing process. Instituted mechanisms to monitor errors, providing an increased ability to identify and address error trends.
  • Boosted department morale through recognizing the accomplishments of staff. Launched an annual customer service week celebration. Elevated the visibility of the department throughout the company, gaining increased recognition for the critical role of customer service.
  • Manage 100+ key accounts, including TJ Maxx, Marshalls, and Wayfair, among other top retailers. Coordinate export of merchandise to accounts in the UK and Germany and the direct import of goods from China to major accounts. Expedite shipments with freight forwarders and customs brokers. Prepare import and export documentation. Manage the EDI portal for Canada.
  • Consistently volunteer to assume additional responsibilities, taking on the more challenging accounts, supporting new managers in developing insight into department operations, and leading community service efforts, such as the company Toys for Tots Drive.
Candidate Info
16
years in
workforce
4
years
at this job
Business Administration
Business Administration
5

Customer Service Team Lead

Trained and managed groups of 5-8 individuals to be able to answer financial aid and student loan questions.

  • Assisted call center as back up scheduler.
  • Guaranteed customer service satisfaction for students.
  • Revised and created new task procedures for yearly audits.
  • Ensured the training of federal regulations regarding financial aid, to assure that students received correct information regarding the maintenance of their student loans.
  • Supervised Email Team and assured deadlines were met.
Candidate Info
8
years in
workforce
4
years
at this job
6

Customer Service Team Lead & Quality Assurance

Supervising a small Customer Support team while reporting to the Operations Manager weekly

  • Developed and tested new strategies customer service to improve client retention and lower chargeback ratio
  • Implemented live chat pilot program which increased client communication and later became a full-time position
  • Worked closely with marketing, design and engineering for weekly review of the development lifecycle for site updates
  • Analyzed and enforced manual testing methodologies which enhanced the QA continuous integration process
  • Converted the way internal documentation was being handled by adding a team wiki for improved organization
Candidate Info
6
years in
workforce
6
years
at this job
7

Customer Service Team Lead/inbound Customer Service Rep

Managed and audited quality assurance on up to 20 employees. Directed the activities comprised in the Fraud, Export and Quotes Departments and provided support/back up during peak times which also included telephone assistance as needed.

  • Monitored and coached the team to successfully meet daily goals regarding Quality, Adherence, Service Level and Average Handle Time (AHT)
  • Daily analysis of Automated Call Distribution reports (ACD) to make certain that all metrics were met by providing on-going performance feedback, coaching, and motivational techniques
  • Assisted with freight forwarder inquiries, quote generation, tracked shipments, billing reconciliation and requested Return Material Authorizations from vendors as needed.
  • Analyzed and maintained fraud database to monitor lose/gain in revenue for the VP of Loss Preventions review.
  • Retained 1.4 million dollars in revenue by reinforcing new SOP for the Fraud Department.
  • Coached and developed new hires and existing staff in a formal training environment as well as outsourced agents via remote web cast on AS400 applications.
  • Maximized productivity by cross training CSR's to handle all inquiries to meet all daily cut off times.
  • Coordinated team building events with the United Way, The Drug Abuse Foundation and The Caring Kitchen of Delray Beach, FL.
  • Awarded "Top Sales Team of the Call Center" in 1999 and "Best Performing Specialty Team in the Call Center" in May 2005.
Candidate Info
9
years in
workforce
7
years
at this job
Psychology
Psychology
8

Quality Assurance Specialist/customer Service Team Lead

Participated in customer and client listening programs to identify customer needs and expectations.

  • Supervised inbound team to make certain they answered questions knowledgeably and thoroughly.
  • Verified insurance plan coverage's and policies
  • Prepared and analyzed internal and external quality reports for management staff review.
  • Responded to customer questions concerning a variety of Univita products and services and assist with difficult callers when necessary.
  • Coached, trained, motivated, and mentored a team of 40-50 agents
Candidate Info
8
years in
workforce
2
years
at this job
HS
High School Diploma
AS
Associate of Science
9

Customer Service Team Lead

Assisted the customer service supervisor with the management and supervision of the customer service team. Participated in customer conference calls in the absence of the supervisor and entered support ticket requests on behalf of the customer service team members. Assisted the supervisor in interviewing and selecting applicants for employment. Aid in conflict resolution when needed.

  • Developed a structured interview format to be used in interviewing and evaluating prospective customer service employees.
  • Developed a performance monitoring report to aid in quantifying the quality of work being performed by each customer service representative.
  • Provided primary training to new customer service team members.
Candidate Info
14
years in
workforce
4
years
at this job
BA
Journalism
MA
Human Resource Management
10

Customer Service Team Lead/associate

Track schedules, ensuring quality, minimized waste, prepare monthly reports, pursue continuous improvement and contribute to special projects using sales force software/SAP

  • Provided administrative support functions for the tax dept which includes but limited to: Coordinating correspondence between tax & various tax agencies (IRS, etc).
  • Oversaw receiving, sorting and distribution of mail to the appropriate recipients and departments. Maintained records of incoming mail in addition to ensuring delivery of outgoing mail the couriers.
  • Count and recorded inventory/Assist in filing and archiving documents
  • Perform data entry activities /Maintain adequate mailroom supplies
  • In charge of checking postal rates & weighing outgoing mail, shipping labels and completed sign forms for the package deliveries for FedEx, DHL, USPS, etc
  • Ensure the highest levels of customer care are delivered daily
Candidate Info
28
years in
workforce
15
years
at this job
AS
Business Administration
Business

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