Call Center Team Lead Resume Example

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

Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction. Timely and professional, with extraordinary communication skills and ability to build and cultivate relationships to drive business retention. Actively seeking a customer service role where my experiences are sure to add immediate value to an organization.

  • Documentation and reporting
  • Customer/Agent support
  • Knowledge database understanding
  • Quality assurance
  • Microsoft Office
  • Employee Development
  • Account management
  • Logging call information
  • Verbal and written communication
  • Calm disposition
  • Technical Support
  • Problem-solving skills
  • End-user support
  • Software updates
  • Hardware installations
  • Data Collection
  • Task Prioritization
  • Confidential data management
  • Company policy adherence
  • Excellent interpersonal skills
  • Operations management
  • E-commerce
  • Brand representation
  • Complaint resolution
  • Creative Thinking
  • Problem Solving
  • Flexible and Adaptable
  • Records Management Software
  • Editing and Proofreading
  • Verbal and Written Communication
  • Prioritization and Time Management
  • Attention to Detail
  • Self-Motivated
Work History
Call Center Team Lead, 10/2020 to 07/2021
Chicago Lighthouse Chicago, IL,
  • Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Oversaw team of 350 agents focused on product support calls.
  • Generated reports detailing metrics such as call times and satisfaction ratings.
  • Engaged in continuous learning and development opportunities to promote continued performance improvement.
  • Collaborated with other team leaders by providing timely status and performance reports to provide information on areas for improvement.
Warehouse Associate , 10/2014 to 12/2019
Delmar International Valley Stream, NY,
  • My tenure at the world's most customer focused company consisted of many varied and diverse roles; Picker/Stower, Problem Solver, Learning Ambassador.
  • Use computers for various applications, such as database management or word processing, Create, maintain, and enter information into databases.
  • Conduct searches to find needed information, using proprietary tools.
  • Prepared orders for shipment by systematically picking, packing and labeling merchandise.
  • Worked safely around moving machinery.
  • Performed inventory control, such as counting and stocking merchandise.
  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Supported interaction between students during group work activities using guided conversation.
  • Created, collected and recorded data on student progress to determine next steps for student success.
  • Collaborated with Learning Team to monitor progress of students and adjust instructional strategies to meet specific needs more efficiently.
Front Desk Staff, 06/2008 to 08/2009
Firstservice Residential Immokalee, FL,
  • This high end spa in New York City's NOLITA district was always busy, as it offered a wide array of spa services and a popular day pass with access to self service amenities.
  • Discerning clientele, as well as many well known figures in entertainment were escorted into the facility as I made them aware of their itinerary, ensured they were able to navigate the facility, and whom they should be expecting for their service.
  • Anticipated guest concerns and addressed them immediately.
  • Greeted all guests in a warm and friendly manner to create a positive first impression of the spa.
  • Communicated all client reservations to appropriate staff Coordinated all aspects of guest services including supply monitoring and facility maintenance Consistently followed all required protocols for scheduling spa appointments Processed guest credit card information for salon services.
  • Followed through with client requests in a timely manner.
  • Served as a primary point of contact for members and guests for information on spa products and services.
  • Entered customer demographic and preference data on salon computer database.
  • Handled guest complaints calmly and professionally Directed telephone calls to appropriate departmental personnel.
  • Maintained the front desk workstation by keeping it clean and free af personal items.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Answered multi-line phone system and greeted callers enthusiastically.
Credit Card Agent ii, 01/2002 to 09/2004
Bank Of America City, STATE,
  • Organic verbal communication merged well with the banks absolute musts for each call; A solid greeting that exemplifies the banks position in the industry, thanking the customer for every piece of information that must be verified, quickly assessing the callers needs while navigating multiple applications.
  • Resolved caller issues quickly and thoroughly.
  • Informed clients of policies and procedures.
  • Provided customer service for hundreds of inbound and outbound calls per shift by answering questions and providing account maintenance and support.
  • Prepared documents for underwriting by verifying client income, credit reports and other information.
  • Upheld complete confidentiality of all submitted information according to release guidelines.
Bachelors of Science: Video and Motion Graphics, Expected in 2019
Wilmington University - Newcastle, Delaware

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Resume Strength

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Resume Overview

School Attended
  • Wilmington University
Job Titles Held:
  • Call Center Team Lead
  • Warehouse Associate
  • Front Desk Staff
  • Credit Card Agent ii
  • Bachelors of Science

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