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Summary

Entrepreneurial customer service passionates about building productive relationships with clients, partners and team members. Problem solving not only involve in assisting customer go through any inconveniences but also harmonizing clients' demand.

Highlights
  • New customer acquisition
  • Brand development
  • CRM understanding
  • MS Office
  • Fluent in Vietnamese
  • Windows, Lunix, Mac operating system
Experience
Recess Ho Chi Minh, Vietnam Customer Service Team leader 06/2014 to 06/2015
  • Successfully managed the activities of 23 team members.
  • Created training manuals targeted at resolving even the most difficult customer issues.
  • Monitored the daily activities of 3 customer support teams.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Interviewed, hired and trained new quality customer service representatives.
  • Guaranteed positive customer experiences and resolved all customer complaints. Addressed negative customer feedback immediately.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Coaching daily and refresh training monthly for team members
Tan Tri Dat Ho Chi Minh Sale & Marketing Manager 05/2013 to 08/2013
  • Identified strategic partnerships and gathered market information to gain a competitive advantage.
  • Set up new supplying partners with Jupiter Inc.
World Financial Group Chicago, IL Referrals Associates 01/2011 to 02/2013
  • Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage.
  • Selected and compiled relevant information and resources for clients to support them in deciding suitable insurance plan
  • Processed applications, payments, corrections, endorsements and cancellations.
  • Prepared necessary paperwork to process insurance sales and renewals.
Accu World Language Center Chicago, IL Translator and Interpretor 10/2011 to 04/2012
  • Translated legal papers including complaints, summons and interrogatories and various court documents into Vietnamese
  • Supported judge and attorney with interpreting at court or by phone call.
VNUS Travel $ Money Chicago, IL Marketing Coordinator 05/2009 to 01/2010
  • Increased sales by 27% by launching the Customer Relationship Management marketing campaign.
  • Contributed to relevant blogs, conferences and events both off-line and online to increase brand awareness.
  • Analyzed ratings and programming features of competitors to evaluate the effectiveness of marketing strategies.
  • Created an official company page on Facebook to facilitate interaction with customers.
NYK Liner Vietnam Ho Chi Minh Sale & Marketing Internship 09/2007 to 09/2008
  • Analyzed ratings and programming features of competitors to evaluate the effectiveness of marketing strategies.
  • Designed and created marketing collateral for sales meetings, trade shows and company executives.
Education
MBA: International Management 2011 University of Illinois at Chicago, Chicago, IL, USA

Graduated on May 2011

Emphasis in international management

Business Writing seminar


Bachelor of Arts: Marketing Execute 2008 University of Economics of Ho Chi Minh City, Ho Chi Minh, Vietnam

Coursework in Marketing and Advertising

Member of Virtual Stock Exchange Club, Marketing Club 

This resume is created in 7 minutes.
Professional Summary
Customer service professional manager with years of experience interacting with the public. Highly qualified in service-based, hospitality positions requiring an emphasis on customer satisfaction in a fast-paced environment. Strong team player and leader. Committed to quality performance with an ability to learn new procedures quickly.
Skills
  • Accomplished manager
  • Goal-oriented
  • Positive and upbeat
  • POS expert
  • Analytical problem solver
  • Strong interpersonal skills
  • Empowers high-performing sales teams
  • Sales expertise 
Work History
Associate Manager Feb 2015 - Current
Build-a-Bear Workshop San Juan, Puerto Rico
  • Assigned employees to specific duties to best meet the needs of the store.
  • Reported to the district manager regarding all store and staff issues.
  • Conducted store inventories once per quarter.
  • Trained all incoming sales team members.
  • Supervised a sales force of 17 sales associates.
  • Reviewed operational records and reports to project sales and determine profitability.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Planned and directed staff training and performance evaluations.
  • Promptly resolved all customer requests, questions and complaints.
  • Built relationships with customers and the community to establish long-term business growth.
  • Created weekly schedules according to the store needs and payroll budget. 

Sales and Customer Service Team Leader Nov 2007 - Feb 2015
Build-A-Bear San Juan, Puerto Rico
  • Greet & explain the process of building a bear.
  • Stocked and replenished merchandise according to store merchandising layouts.
  • Cleaned and organized the store, including the checkout desk and displays.
  • Completed all point of sale opening and closing procedures, including counting the contents of the cash register.
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.

​​

Library and Reference Assistant Jan 2004 - Jan 2007
Social Sciences Library, University of Puerto Rico Río Piedras Campus San Juan
  • Assist students and staff in using on-line reference databases and locate and check out books and materials.
  • Operate audiovisual equipment such as the laminating machine, printer, microfiche readers, and copy machine.
  • Perform a variety of clerical duties, including processing and maintaining library media; entering records and files; maintain schedules for use of computers; library media center; books and related reference materials; and assemble packets and materials for students.
  • Help conduct periodic inventories of book collection, materials, software and equipment as assigned; participate in ordering and maintaining supplies and equipment; store and discard materials according to standard procedures.​
Education
B.A: Theater and the Performing Arts Current
University of Puerto Rico, Río Piedras Campus San Juan
This resume is created in 7 minutes.
Professional Summary
Highly detail-oriented and organized self-starter who works well independently to get the job done to the satisfaction of the client. Motivated Team Leader offering a strong work ethic and positive attitude. Highly effective in fast-paced work environments.
Skills
  • Effective workflow management
  • Microsoft Outlook, Word and Excel
  • Customer Relationship Management Software (CRM)
  • Process improvement specialist
  • Exceptional interpersonal communication
  • Excellent time management skills
  • Exceptional telephone etiquette
  • Documentation
  • Verbal/written communication
  • Team Management
  • Quality Service Goals
  • Skilled in call center operations
Work History
March 2016-Current Customer service Team Leader Frontier Communications | 120 North Plymouth Ave
  • Identified individual development needs with appropriate training.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Solved unresolved customer issues.
  • Strong leader of customer support staff.
  • Trained staff on operating procedures and company services.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Education
2013 High School Diploma: Dr. Freddie Thomas High school 625 scio street
Current Associate of Science: Business Management Fingerlakes Community College , 3325 Marvin Sands Dr, Canandaigua, NY 14424
This resume is created in 7 minutes.
Professional Summary
In applying for this position, I will be utilizing knowledge I acquired through my previous Customer Service and Sales experience. My extensive experience working in the Sales and Customer Service Industry will enable me to bring full range of skills to the position advertised. Objectives In applying for this position, I hope to further my skills within the company to expand my ability to target high profiles within the company.
Skills
  • Creative problem solver
  • Quick learner
  • MS Windows proficient
  • Exceptional communication skills
  • Strategic sales knowledge
  • Credit card processing
  • Credit card processing
  • POS systems expert
  • Trusted key holder
Work History
Server, 03/2012 to 05/2012
Trail Dust Steakhouse Arlington, TX
  • General Preparation In opening and closing establishment.
  • I took orders for customer's meals, served beer and alcoholic beverages.
  • Greeted customers, brought out the food to people.
  • Received payment by cash, check, and credit card.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Assisted customers with food selection, inquiries and order customization requests.
Personal Assistant, 01/2012 to 07/2012
Dollar Car Sales Arlington, TX
  • made inbound and outbound calls to potential customers.
  • Posted ads on Craig list, I also did marketing and advertising for my boss.
  • I did the paperwork for customers and put data in the computer.
  • I also Sold Cars.
  • Helped drive sales goals and achieve monthly quotas.
  • Achieved sales goals and service performance requirements of $amount through new customer sales.
  • Learned, referenced and applied product knowledge information.
  • Audited new customer files to verify medical necessity and satisfaction of coverage criteria.
Customer Service Team Leader, 08/2011 to 01/2012
Contemporary Services Corporation Arlington, TX
  • Did baggage check, did security, Provided Health and Security at main events done at TCU, Baylor, UTA Schools.
  • Screened all passengers, crew members and employees for weapons and contraband.
  • Inspected equipment, structures and materials to identify the cause of errors and defects.
  • Denied entrance to the building to unauthorized persons.
Education
High School Diploma: General Education, June 2004
South Shore Comm. Academy - Chicago, IL
  • [2.7] GPA
  • General Studies
Additional Information
  • Professional Skills Microsoft Word 03, 07, 10 - Intermediate Customer Service - Expert Hobbies & Interests I like to Read, dance, sing. Discover new things that are going on in the world. Love to travel, cook, and sew. Learning different languages. Love to talk to people about their problems and hope to help to solve them.
This resume is created in 7 minutes.
Summary
Community Health Worker Certificate with specific navigation of the healthcare system. Experience with discharge planning in an inpatient hospital setting. Knowledgeable about community resources, supporting clients and eliminating barriers to care.
Experience
Livio Health Grouip St Paul, MN Community Health Worker Sr. 05/2017 to Current
  • Assisted with the establishment of a new community health worker program for the organization.
  • Assisted with creating guideline for new community health worker teams.
  • Collaborated with medical providers to establish a list of clients in need of community outreach.
Hennepin County Medical Center Minneapolis, MN Community Health Worker Sr 05/2016 to Current
  • Assist in discharge planning to facilities (SNFs/SARs/LTAC) and home.
  • Assist with home health referrals, DME, oxygen, other.
  • Work with patient's to provide community resources /such as food, housing, clothing and health care.
  • Coordinate with internal and external care coordination and case management staff.
Westat Rockville, MD Field Researcher 12/2014 to 07/2015
  •  Conducted interviews for the Agency for healthcare research and quality.
  • Verified that information in the computer system was up-to-date and accurate.
  • Maintained detailed administrative and procedural processes to improve accuracy and efficiency.
UCare Minneapolis, MN Community Relations Event Coordinator 09/2014 to 10/2015
  •  Registered our company for community events to increase brand awareness.
  • Presented on current health related promotions about UCare to the public at community related events.
  • Coordinated pre-show and post-show activities at community events and professional conferences.
MVNA Minneapolis Client Service Representative 08/2014 to 12/2014
  • Completed registration quickly and cordially for all new patients.
  • Greeted patients and assisted the nurse with vaccinations.
  • Addressed questions and concerns about the flu vaccination.
Minnesota Gastroenterology Minneapolis Patient Coordinator 07/2013 to 10/2013
  • Managed high call volume with tact and professionalism.
  • Schedule patients for various appointments and procedures.
  • Obtained drug and insurance authorizations for patients.
MMRF Minneapolis Research Associate Level I 01/2007 to 11/2012
  • Collected information about clients, using techniques such as interviewing, discussion, and observation.
  • Addressed questions and concerns from patients in the study.
  • Provided the necessary incentives and conducted follow-up inquiries.
Mall of America Center Court Minneapolis Customer Service Team Leader 12/1999 to 08/2008
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Served as the main liaison between customers, management and sales team.
  • Scheduled associates for park operations and team support.
Education
Bachelor of Science: Health Care Management 2013 National American University, Roseville, MN
Associate of Science: Medical Assisting 2010 National American University, Roseville, MN
Certification: Community Health Worker 2015 Minneapolis Community and Technical College, Minneapolis, MN
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Professional Summary

Recently graduated Electrical Engineer with background in installation, commissioning, maintenance, project management, documentation and support of telecommunications equipment. Seeking a challenging career with a progressive organization that provides an opportunity to capitalize my Technical and managerial skills in the fields of Engineering and Project Management.

Education
Bachelor of Science: Electrical Engineering August, 2015 Roger Williams University - Bristol, RI, USA GPA 2.88/4
Associate of Science: Telecommunications Technology - Second honor degree August, 2004 College Of Telecommunication and Electronics at Jeddah - Jeddah, Saudi Arabia GPA 4.44/5
Technology Skills
  • Microsoft Word, Microsoft Excel, and Microsoft PowerPoint.
  • SolidWork
  • MATLAB
  • PsPice
  • GNS3 Network Simulator
  • Cisco Packet Tracer
Engineering Experience

Roger Williams University, Bristol, RI

Engineering Design Project II (Solar-Electric Boat), Spring 2015

  • The goals of the 2015 Roger Williams University Solar Splash team are to design and develop a versatile solar-electric boat and to participate in the Solar Splash, the worldwide annual intercollegiate solar-electric boating competition held by the Institute of Electrical and Electronics Engineers. The project was mainly composed up of 3 phases: Research & Funding, Hull Design & Construction, and Power System Configuration.

Saudi Arabian Telecommunications Company (STC), Jeddah, KSA

STC Internship Program, June-August, 2004

  • Gained experience in connecting centrals to networks for telephones and cellular communications. 
  • Observed construction of (leased lines) private networks for customers through STC's network.  
  • Observed control center, TV programs reception and transmission, including daily report preparation.   
  • Gained knowledge of subscriber line networks including their maintenance, functions, connections, and necessary equipment (main distribution frame, centrals, cable cabinet, DP, pillar and PSW).

 

 

Work Experience
Regional Customer Service Team Leader 11/2015 to Current
Cell Avenue Jeddah, KSA
  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
  • Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction.
  • To be the first point of contact for all customer related issues.
  • Ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
  • Responsible for investigation, resolution and reporting of all customer related complaints to the Ministry of Commerce and Investment in Saudi Arabia.

Telecommunications Technician 11/2005 to 05/2010
Saudi Aramco Oil Company Ras Tanura, KSA
In order to achieve my passion in the Engineering field, I had to leave the greatest Oil Company in the word (Saudi Aramco). I was blessed to be a student again, and later on a graduate of Roger Williams University. 
  • Installed machinery, new equipment, replacement parts, and ran cables and connected receivers.
  • Programmed and troubleshot devices following installation, such as marine radio, aviation radio, mobile radio, handheld radio, radar system, and base stations.
  • Monitored the manufacture of telecommunications devices and operations to ensure compliance with safety protocols, and followed a routine maintenance checklist.
  • Maintained documentation for all telecommunication systems, including equipment inventory, and followed up on all outstanding service requests.
  • Coordinated installation of all new users and relocation of existing users.

Customer Service 01/2005 to 08/2005
Axiom Telecom Company Jeddah, KSA
  • Deal directly with customers either by telephone, electronically or face to face.
  • Handled and resolved customer complaints.
  • Processed service orders, forms, applications and requests.
  • Organized workflow to meet customer timeframes.
  • Recorded details of inquiries, comments and complaints, and details of actions taken.

Skills
  • Fluent in Arabic and English (speaking, reading, writing)
  • Communication skills
  • Interpersonal skills
  • Emotional Intelligence
  • Adaptability
  • Research skill
  • Project management skills
  • Problem-solving skills
  • Process improvement expertise
  • Strong work ethic
  • Flexibility and Work Under Pressure
  • Volunteering
Qualifications/Certificates
  • ELS Intensive English Program Bristol, RI
  • Networking Essential in Motorola communication Equipment Schaumburg, IL
  • Advanced Networking Essentials in Motorola communication Equipment Schaumburg, IL
  • Introduction in Telephone Engineering Dhahran, KSA
  • NAP Helicopter Safety Offshore Dhahran, KSA
  • Standard First Aid Dhahran, KSA
  • Basic Life Support (HEARTSAVER) Dhahran, KSA
  • SCBA Basic Dhahran, KSA