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Call Center Team Lead Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

Committed Business Owner bringing stellar track record in business leadership experience. Well-educated in managing and improving operations. Astute and organized individual accustomed to optimizing long-term success and balancing targets with resources. Customer-oriented, strategic-thinking operations and sales professional with over [Number] years of experience in building relationships, cultivating partnerships, retaining top accounts and growing profit channels. Multi-tasking and self-motivated leader with expertise on expanding network connections, persuasively introducing products, implementing pricing models, inventory control and projections, turnaround management, territory development and revealing customer needs to deliver solutions.

Skills
  • Cost analysis and savings
  • Sales strategics
  • Purchasing and planning
  • Task delegation
  • Issue resolution
  • Bookkeeping
  • Planning and coordination
  • Operations oversight
  • Billing and collections best practices
  • Collections regulatory guidelines
  • Repayment negotiations
  • Collections process improvement
  • Skip tracing
  • Aged account reporting
  • Billing procedures
  • Transformative leadership
  • Recovery techniques specialist
  • Customer research
  • Credit and collections
  • Billing practices
  • Familiar with locating individuals
  • Scripted conversations
  • Team-oriented
  • Call center background
  • Records maintenance
  • [Industry] terminology
  • Payment acceptance
  • Persuasion strategies
Experience
Call Center Team Lead, 10/2014 to 08/2018
Comerica Walnut Creek, CA,
  • Managed customer concerns with calm demeanor and knowledgeable service.
  • Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
  • Encouraged team members to improve productivity and service levels by modeling correct behaviors and coaching employees.
  • Produced reports outlining information such as call duration and customer satisfaction levels.
  • Directed team of [Number] associates handling [Description] calls.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Documented conversations with customers to track requests, problems and solutions.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Assessed customer account information to determine current issues and potential solutions.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Trained new employees on processes to promote productivity team-wide.
  • Corresponded with service department team members to build and implement successful solutions to customer problems.
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Participated in emergency preparation meetings to understand crisis management procedures.
  • Improved call management database by frequently changing and updating customer contact information.
Collections Agent, 01/2014 to 03/2017
Afs Acceptance Nashville, TN,
  • Built and enhanced relationships with clients to boost revenue.
  • Built residential cleaning company from scratch by establishing plans, sourcing funding and hiring team members.
  • Managed organizational budget and finances.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Maintained client records and information in customer database.
  • Consulted with potential clients to determine how company could best meet needs.
  • Established residential cleaning business and carried out daily activities.
  • Made financial and logistics decisions in best interest of company.
  • Resolved issues quickly through meticulous research and quick decision making.
  • Conferred with customers to understand needs and finalize purchase orders.
  • Identified customers' individual needs by asking open-ended questions and gathering information on cleaning services to best meet their needs.
  • Took care of escalated customer concerns to increase satisfaction.
  • Kept records for production, inventory, income and expenses.
  • Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
  • Kept up-to-date on all regulatory changes affecting business operations.
  • Set pricing structures according to market analytics and emerging trends.
  • Reconciled daily sales, returns and financial transaction reports and prepared bank deposits.
  • Created and implemented marketing and advertising strategies to support revenue goals and promote strategic growth.
  • Led startup and opening of business and provided business development, creation of operational procedures and workflow planning.
  • Trained teams on specific operations and requirements for each job site, including applicable procedures and techniques.
  • Supervised performance of workers with goals of improving productivity, efficiency and cost savings.
  • Interviewed, trained, and supervised employees.
  • Responded quickly to customer complaints and gathered all pertinent information to make educated decisions for remediation.
  • Identified past due accounts and contacted account holders to arrange payment.
  • Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Updated account status records and collection efforts.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Informed patients of payment policies, collected insurance information and verified benefits.
  • Extensively researched delinquent accounts to identify key contact details, including current phone number and email address.
  • Updated company's database daily with new details regarding collections and activity on delinquent accounts.
  • Accepted and processed customer payments and applied toward account balances.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Interfaced with customers to bring accounts current with suitable repayment plans.
  • Routinely contacted account holders with balances over [Number] days past due to resolve delinquencies.
  • Oversaw disputes resolution and reconciliation for [Number] client accounts.
  • Minimized loss by negotiating payment terms directly with clients, consistently achieving [Number]% recovery rate.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Call Monitoring Specialist, 05/2012 to 10/2014
Lowes Charlotte, NC,
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Monitored call center agents and inbound and outbound call center activities to maintain project vision and anticipated outcomes.
  • Outlined remediation plans to standardize results to meet compliance regulations.
  • Trained call center representatives in proper equipment use and product testing procedures.
  • Evaluated Customer service agents and scripts against quality requirements to maximize efficiency.
  • Collaborated closely with project supervisors to promote team-oriented approach in daily activities.
  • Participated in technical trainings and workshops to improve skills set and boost overall knowledge.
  • Monitored and upheld operating procedures and area mandates to meet regulatory requirements.
  • Analyzed issues and recommended corrective actions to improve final results.
  • Executed test scripts to compare specifications and comply with customer requirements.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
Customer Service Representative, 01/2010 to 05/2012
TMS Health, A Xerox City, STATE,
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Managed customer concerns with calm demeanor and knowledgeable service.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Answered customer inquiries with courtesy and accuracy.
  • Managed high-volume of inbound and outbound customer calls.
Education and Training
: Business , Expected in
to
Everest University - Tampa - Tampa, FL
GPA:

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70Average

Resume Strength

  • Measurable Results
  • Personalization
  • Target Job
  • Typos

Resume Overview

School Attended
  • Everest University - Tampa
Job Titles Held:
  • Call Center Team Lead
  • Collections Agent
  • Call Monitoring Specialist
  • Customer Service Representative
Degrees
  • Some College (No Degree)