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Call Center Team Lead Resume Example

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CALL CENTER TEAM LEAD
Summary

SEEKING AN ENTRY LEVEL POST AS AN ADMINISTRATIVE PROFESSIONAL OFFERING VERSATILE OFFICE MANAGEMENT SKILLS AND PROFICIENCY IN MICROSOFT OFFICE PROGRAMS. STRONG PLANNER AND PROBLEM SOLVER WHO READILY ADAPTS TO CHANGE, WORKS INDEPENDENTLY AND EXCEEDS EXPECTATIONS. ABLE TO JUGGLE MULTIPLE PRIORITIES AND MEET TIGHT DEADLINES WITHOUT COMPROMISING QUALITY.

Skills
  • Knowledgeable in securing the premises or facility.
  • Affective handling and resolution of conflicts.
  • Quick to think and act in emergency situations.
  • Excellent skills of detecting imminent threats.
  • Handling rotating shifts.
  • Appointment setting.
  • Call taking.
  • Knowledge of CPR and First Aid.
  • Good communication skills.
  • Organized at all times and an eye for details.
  • Extremely polite and courteous.
  • Good skills of taking instructions.
  • Adjustable to the changing priorities.
  • Keeping confidential information secret.
  • Word Processing
  • Computer Programming
  • Bookkeeping
  • Collaboration
  • Self-Confidence
  • Handling Pressure
  • Leadership
  • Creativity
  • Accounting, First Aid
  • Art, Inventory
  • Back-up, Leadership
  • Bookkeeping, Exchange
  • Cash registers, Mail
  • Clerical, Office
  • Good communication skills, Pencil
  • Contracts, Personnel
  • CPR, Policies
  • Creativity, Computer Programming
  • Credit, Progress
  • Clients, Quick
  • Data collection, Researching
  • Documentation, Safety
  • Fast, Sales
  • Faxes, Tax
  • Fax, Phones
  • Filing, Word Processing
Experience
Call Center Team Lead | 03/2016 to 04/2020
Company Name - City, State
  • Resolved team support issues with efficient approach to keep call center operating smoothly and customers satisfied with services.
  • Managed customer concerns with calm demeanor and knowledgeable service.
  • Directed team of 12 associates handling sales, billing, disconnect, and retention calls.
  • 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.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
Assistant Teacher | 05/2015 to 06/2016
Company Name - City, State
  • (Reason for Leaving: Moved), Planned and implemented curriculum for toddler program.
  • Enriched children's experiences through play, music, and art.
  • Planned and implemented infant program, blending developmental with custodial needs.
  • Communicated with parents and colleagues regarding daily progress of children.
  • Enhanced skills development through interactive play and song.
  • Researching, planning, and implementing enrichment activities for groups of preschool and kindergarten students; pioneering and growing new program by working with staff, students, and parents.
  • Taught infant, preschool, and after-school programs.
  • Planned curriculum, organized activities, communicated with parents and staff regarding children's growth and development.
  • Responded to annual increase in students and move to new facility.
  • Worked with owner on goals and assisted with annual licensing documentation and visitation.
Receptionist/ Bookkeeper | 10/2013 to 06/2015
Company Name - City, State
  • (Reason for Leaving: High School Volunteer work), Greet customers and ascertain what each customer wants or needs.
  • Helps to provide security by monitoring persons entering and exiting the building.
  • Provides clerical support for administration and program staff as needed.
  • Answers all phones, directs calls, and takes messages as needed.
  • Records messages left on main voicemail box.
  • Posts mail for pickup, distributes mail to all employees.
  • Mails out information on program services as needed.
  • Meets and greets public, clients, and volunteers.
  • Accepts, records, and maintains public donations.
  • Gives receipts for tax purposes.
  • Maintains correspondence files.
  • May assist with data collection, files, and tracking for clients.
  • Locks up building at end of the day and provides back-up security for building.
  • Fax material when requested.
  • Distribute incoming faxes.
  • Purchase supplies and equipment as authorized by management.
  • Monitor office supply levels and reorder as necessary.
  • Pay supplier invoices in a timely manner.
  • Pay any debt as it comes due for payment.
  • Issue invoices to customers.
  • Ensure that receivables are collected promptly.
  • Record cash receipts and make bank deposits.
  • Maintain the petty cash fund.
  • Maintain an orderly accounting filing system.
  • Maintain the chart of accounts.
  • Answers all incoming calls and routes them to the proper staff person or takes a message.
  • Compute sales prices, total purchases and receive and process cash or credit payment.
  • Answer questions regarding the store and its merchandise.
  • Prepare sales slips or sales contracts.
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Maintain records related to sales.
  • Place special orders or call other stores to find desired items.
  • Prepare merchandise for purchase.
Sales Associate | 11/2014 to 04/2015
Company Name - City, State
  • Greet customers and ascertain what each customer wants or needs.
  • Describe merchandise and explain use, operation, and care of merchandise to customers.
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires.
  • Compute sales prices, total purchases and receive and process cash or credit payment.
  • Answer questions regarding the store and its merchandise.
  • Prepare sales slips or sales contracts.
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Maintain records related to sales.
  • Demonstrate use or operation of merchandise.
  • Place special orders or call other stores to find desired items.
  • Prepare merchandise for purchase or rental.
  • Watch for and recognize security risks and thefts, and know how to prevent or handle these situations.
  • Inventory stock and requisition new stock.
  • Ticket, arrange and display merchandise to promote sales.
  • Exchange merchandise for customers and accept returns.
Education and Training
Bryant And Stratton College - Newport News - City, State, USA
Associate of Science
Medical Billing & Coding, Expected in 12/2021

GPA: 3.8

Federal Security Services Hialeah - State, USA
Class D Security Officer License
2017
Mavericks Charter High School - City, USA
High School Diploma
Business, 2015

GPA: 3.5

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Resume Overview

School Attended

  • Bryant And Stratton College - Newport News
  • Federal Security Services Hialeah
  • Mavericks Charter High School

Job Titles Held:

  • Call Center Team Lead
  • Assistant Teacher
  • Receptionist/ Bookkeeper
  • Sales Associate

Degrees

  • Associate of Science
    Class D Security Officer License
    High School Diploma

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