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Call Center Team Lead Resume Samples
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0-5 years of experience
- Escalated team of 20-30 agents to be top ranked team in call center.
- Recognized for increasing Call Center Sales Growth by 15%
- Consistently exceeded departmental objectives, including conversion targets, and lead generation.
- Increased goal conversion by 20% by developing coaching sessions to help sales team meet their metrics.
- Quickly promoted from full-time to senior position of increased responsibility within a few months of hire
0-5 years of experience
Supervised 16 direct reports in a Call Center environment.
- Defined Call Center strategy, provided leadership, and delivered strong business results.
- Recognized for developing the strongest team morale which directly improved customer satisfaction.
- Increased Service Level to 88%; the highest level in 12 months.
- Coached direct reports to ensure that service level agreements were met. Identified areas of improvement and implemented key initiatives.
- Led the Mission Statement initiative. Facilitated two national teams to create a mission statement that engaged employees and provided clarity to the strategy.
- Modified key work policies which reduced attrition from 6% monthly, to 0%.
6-10 years of experience
Team Leader whose duties include maintaining metrics over a team of 20 Technical Care reps. Manage front-end operations to ensure friendly and efficient interactions with every customer. Highest tier of Technical support for [company name]. Serve as the third level of escalation in the Technical Support Progression. Assisted the Supervisor in daily work allocation and acted as a resource for team members including handling escalated calls. Was interim Supervisor when Supervisor was out on leave or on vacation. Earned reward and recognition for being Top 1% in the nation for [company name] Technical Support
- Created an environment in which customers enjoy high levels of service and employees are motivated to deliver top performance
- Highest performing Specialized Technical Care team in the Frisco Center for over 8 months
- Participated in frequent rollouts of products, tools and processes in ever changing business
0-5 years of experience
Managed a department of 12 associates to execute the programs of the service and delivery department to improve the quality of the service provided by 20%
- Resolved problems involving service and delivery issues to retain loyal
- Analyzed situations involving customers being escalated from mistreatment during service to evaluate how to retain and resolve the problem at hand
- Trained six new employees in the last six months which improved productivity and time customers were answered by 10%
0-5 years of experience
Managed call center specializing in internet and networking troubleshooting. Focus on quality and time management metrics for consumers as well as business clients. Employees were evaluated to ensure that metrics were being met with a consistent standard across all shifts.
- Supervised 15 to 30 level 1 & 2 technicians per shift using Cisco call center software.
- Developed training materials for new employees.
- Trained new and existing employees on new technology.
- Evaluated employees on an annual basis and set new goals for their growth.
0-5 years of experience
Surpassed center goals consistently achieving 100% or higher each month
- Trained sales specialist on policies, procedures and practices
- Assessed and developed sales representatives strengths and weaknesses in order to develop strategic plans that assisted them in reaching their maximal effectiveness
- Organized, analyzed and utilized quantitative data in order to develop creative solutions to identifiable problems
- Collaborated with executive management on the development of new products
0-5 years of experience
- Ranked in the top three of 14 Team Leads, including Top Team Lead for June and July 2005.
- Supervised team of 10 call center representatives, providing individual assistance, growth and development of team members.
- Identified training and development needs through observation, silent monitoring, quality and control reviews and performance metrics; assist call center representatives in resolution of escalated customer issues.
- Conducted interviews of potential employees, identifying strong performers, and collaborating with management to choose candidates.
- Collaborated with senior team members in determining customer eligibility for participation in informal repayment plans to help mediate losses within company.
0-5 years of experience
Scheduled appraisal appointments for customers
- Answered inbound calls from appraisers, customers, and or clients regarding their accounts.
- Assisted with escalated calls from vendors or clients whose deadline was approaching
- Contributed to the increase of regional profit from $1 million to $1.5 million.
- Created weekly and monthly activities to increase profit
0-5 years of experience
Provided support to customers of the Wal-Mart Canada, PhotoLab Canada and Costco USA, Costco Canada and Costco Australia photo websites.
- Communicated website information to customers with varying levels of computer and digital photo knowledge.
- Responded to customer inquiries regarding shipping, product quality, billing and returns.
- Supervised and trained call center agents, conducted quality assurance checks and performance reviews.
- Served as a point of contact between production vendors, website developers and customers.
- Prepared weekly reports, processed refund requests and reviewed agents’ support emails to customers.
- Demonstrated effective management skills and ability to multi-task in a high-paced environment.
0-5 years of experience
Assisted in supporting call center staff of eleven. Ensured that staff understood the organizations mission to develop and implement best practices that contribute to improved efficiency, productivity, operations and customer satisfaction. Resolved escalated situations. Reported monthly board reports, which included production, quality, and sales.
- Trained new hires to strengthen technical, product and customer service skills.
- Participated in development and testing of new products which include online banking, bill pay services and mobile banking.
- Presented monthly at Assistant Manager/ Head Teller meetings.
- Consistently proactive on learning and troubleshooting technical and customer issues supporting changes made in technology.
0-5 years of experience
Assisted Providers with Billing/PARS/Enrollment
- Updated Provider Information
- Scheduled and Facilitated Provider Training on Billing processes and procedures.
- Participated in Meetings regarding Edits and Resolution Text
- Analyze loops and segments for accuracy for claims received EDI-X12 files.
- Recognized missing elements and assisted in testing procedures.
- Researched 835 files for missing data in order to ensure proper payment to Providers.
- HIPPA Compliant
0-5 years of experience
Lead a team of 8 members to provide prescription solutions.
- Assessed clients needs and timely provided mutual satisfactory solution
- Support and coach front-line staff to deliver accurate information, and to meet and exceed customer expectations.
- Organized monthly staff member evaluations.
0-5 years of experience
- Supervised a call center that handled 30,000 patient and referral calls per month for home medical equipment failure, oxygen and nebulizer medication orders
- Planned and presented opportunities for improvement for patients and the call center
- Hired and trained new associates
- Maintained schedules for all associates under my supervision
- Reported weekly call center numbers to corporate officers and supervisors
0-5 years of experience
Providing first-level supervision, guidance, training, and evaluation input for a widely diverse staff of Customer Service Representatives (CSRs). Respond to all elevated issues and inquiries to effectively service accounts, process claims, resolve issues, etc. in a professional and respectful manner. Guide Customer Service Representatives to provide 1-call solutions to ensure superior service and value. Provide coaching to Customer Service Representatives on developing effective communication techniques, courteousness, and empathy. Exercise professional judgment and ethics when dealing with difficult and /or complex customer interactions. Oversee accuracy of documentation and records.
- Trained over 400 new Customer Service Representatives to take calls, use our databases and timekeeping systems, etc.
- Monitored 85+ separate call queues
- Effectively handled over 300 escalated customer contacts
- Routinely prepared memos, scripts and daily reports
- Maintain contact and communication between call center and project management teams
0-5 years of experience
- Identified behaviors and coached employees to be outstanding performers.
- Identified and reinforced positive behaviors through formal and informal reward and recognition.
- Encouraged and developed teamwork among others and myself
- Managed delivery of customer and employee satisfaction and exceeded company goals.
- Interpreted and communicated corporate and business expectations to all team members.
- Keyed all customers request to efficiently and speedily provide a resolution.
- Provided outstanding customer service through polite and timely customer interaction.
0-5 years of experience
- Identified behaviors and coached employees to be outstanding performers.
- Identified and reinforced positive behaviors through formal and informal reward and recognition.
- Encouraged and developed teamwork among others and myself
- Managed delivery of customer and employee satisfaction and exceeded company goals.
- Interpreted and communicated corporate and business expectations to all team members.
- Keyed all customers request to efficiently and speedily provide a resolution.
- Provided outstanding customer service through polite and timely customer interaction.
0-5 years of experience
- Contact current magazine subscribers to ensure satisfaction with magazine selections and offer to extend service.
- Monitored and evaluated each agent weekly and provided coaching and feedback.
- Administered training programs for new hires and existing staff.
- Developed contests, awards and themes that increased agents’ loyalty and focus.
- Hosted meetings to communicate, review programs, introduce new
6-10 years of experience
Collaborate with the Department of Health and Enrollment staff to ensure open communication and timely issues resolution
- Provided management with weekly updates on all issues regarding quality, training, policy, procedures, and staff issues
- Assisted team in meeting daily production goals
- Assist members with choosing a health plan using multi tasking skills while navigating in various systems over the phone.
- Respond to needs, questions and concerns of internal and external new customers and conducted health screenings.
0-5 years of experience
Hired and discharged workers
- Interpreted and communicated work procedures and company policies to staff
- Reviewed and checked work of subordinates such as reports, recorded, and applications for accuracy and content, and corrected errors
- Requisitioned and purchased supplies
- Planned and developed improved procedures
0-5 years of experience
- Developed standard operating procedures that outlined product crossing and sourcing, hazardous label management, and consignment chemical inventory management.
- Created programs for enhanced services focused on increasing revenue, safety, performance and quality.
- Monitored slow moving and dead stock and devised strategies to control customer spend and increase revenue.
- Designed and maintained basic spreadsheets to ensure the proper handling, storage, rotation, and issuance of stock.
- Analyzed usage reports to prepare and present strategies to the customer and sales team.
- Provided back-up to other site associates as required avoiding interruption and/or delay.
0-5 years of experience
- Won “Just Do It” award for creating a recycle program for paper gift certificates
- Selected to assist on-site outbound problem solvers at the Coffeyville, KS fulfillment center
- Selected to on-board and train newly hired supervisors at North Dakota call center
- Lead a team of up to 25 customer service representatives by providing guidance and coaching
- Audited phone and email communications for quality and accuracy and provided feedback
0-5 years of experience
- Led a group of 15 representatives in arranging transportation and translation services for workers compensation patients.
- Assisted the call center manager with reports on employee attendance and incoming referrals.
- Answered up to 80 calls on a daily basis.
0-5 years of experience
Monitor and appraise the performance of fifteen call center agents to achieve the requested quotas and goals.
- Provided excellent customer service satisfaction
- Handle and resolve escalated calls from customers
- Handle floor tasks to control and maintain the service level in the call center
- Proficient in MS Word, MS Excel, MS Powerpoint
- Training courses weekly to provide excellent sales and customer service growth by 30%
- Technical support and assistance provided in troubleshooting the devices
0-5 years of experience
Assisted with high volume phone lines for Dallas Yellow Cab. Dispatched drivers to locations of clients.
- Take calls and handle each request to ensure customers are satisfied on the first call.
- Supervised up to 30 call center employees and 50 drivers on a daily basis.
- Resolved customer inquiries
- Troubleshoot minor technical issues with drivers in-car computer system.
- Maintained time and attendance of drivers, and other Employees.
- Handled disciplinary actions of drivers, and employees under my supervision.
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
