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Chat/Email Support Team Lead Resume Example

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CHAT/EMAIL SUPPORT TEAM LEAD
Professional Summary

Knowledgeable and dedicated chat professional with extensive experience in SaaS industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Writing skills
  • Team Building
  • Relationship building
  • Customer engagement
  • Corporate branding initiatives
  • Training and mentoring
  • Web portals
  • Documentation and reporting
  • Issue escalation
  • Process Management
  • Customer services
  • Detail-oriented
  • Problem-Solver
  • Types 87 WPM
  • Microsoft 365
  • Google Suite
  • SaaS
  • Apis
  • Multi-chat talent
  • Exceeds KPIs
  • Empathetic
  • Email etiquette
  • Chat etiquette
  • Coaching
  • Complaint resolution
  • Recordkeeping strengths
Work History
Chat/Email Support Team Lead, 06/2017 to Current
Company Name – City, State
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
  • Tracked receipts, employee hours and inventory movements.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Documented counts and sorted finished work to promote easy access for shipping or additional processing.
  • Coaches and mentors chat advisors on exceeding Kpis and other company goals.
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
  • Monitored chats and emails of team of 20 chat/email advisors.
Senior App Developer/Founder, 11/2016 to Current
Company Name – City, State
  • Utilized such technologies as ASP.NET , MVC, HTML5, JavaScript and SQL Server 2012 to develop new applications.
  • Provided positive customer support training experience for completed applications.
  • Played major role in layout modifications to improve functionality.
  • Designed and developed application test scripts.
  • Created software applications in test-driven development (TDD) environment.
  • Resolved system test and validation problems to provide normal program functioning.
  • Collaborated with engineers, system analysts, and programmers regarding project capabilities and limitations to deliver optimal functionality.
  • Participated in design and planning exercises for future software rollouts.
  • Collaborated with multidisciplinary teams to layout, design, and unfold new technology features.
  • Developed and evolved consumer-facing, multi-channel roadmap for desktop, mobile and mobile web applications.
Customer Service Chat/Email Support Representative, 01/2014 to 06/2017
Company Name – City, State
  • Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Provided online demonstrations to educate customers on product features and online help resources.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.
  • Communicated with customers via chat & email to ensure they had the best experience possible-while troubleshooting their problems and answering their questions about products and services.
  • Handled inbound customer chat conversations from various websites.
  • Used Apple desktop & laptop to perform work duties from private work-from-home environment.
  • Emailed 100+ emails per shift to exceed metrics goals per quarter.
  • Provided customers with written documentation and self-help articles to help users help themselves with products and services.
  • Used software to communicate with leadership for team meetings and coaching sessions.
  • Worked closely with each customer to carefully resolve issues within timely fashion.
  • Assisted department with phone support when call center was busy or short-staffed.
Human Resource Manager, 02/2007 to 12/2014
Company Name – City, State
  • Forecasted expected personnel demands and developed forward-thinking approaches to achieve objectives.
  • Assessed and aligned compensation packages to market to attract highly qualified applicants for organizational vacancies.
  • Updated training processes by reviewing existing documentation, leveraging feedback from associates, and working with legal and compliance teams.
  • Educated management on successful policy implementation and enforcement actions to prevent employee legal entanglements.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Liaised between multiple business divisions to improve communications.
  • Directed and controlled various benefit programs, including 401K, medical, dental and vision packages.
  • Structured compensation and benefits according to market conditions and budget demands.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
Education
MBA: Business Administration, 05/2018
Kaplan University - City, State
Bachelor of Science: Business/Human Resource Management, 05/2013
University Of Phoenix - City
Accomplishments

Kapla Leadership Award Recipient 2020

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Resume Overview

School Attended

  • Kaplan University
  • University Of Phoenix

Job Titles Held:

  • Chat/Email Support Team Lead
  • Senior App Developer/Founder
  • Customer Service Chat/Email Support Representative
  • Human Resource Manager

Degrees

  • MBA : Business Administration , 05/2018
    Bachelor of Science : Business/Human Resource Management , 05/2013

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