cs team lead resume example with 20+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Dedicated and talented Operations Supervisor bringing 13+ years of experience and accomplishment in Maintenance/Aircraft Appearance. Proficient in operational enhancements, quality improvements and team leadership based on communication strategies. Well versed in developing successful teams and motivating employees to meet individual and team objectives which contribute to the company success.

Was trained to "know your people" and "Build solid benches".

Offers strong communication skills, works well under pressure and is very adaptable to anything that may arise.

  • Microsoft Office expertise
  • Call Center Operations
  • Senior leadership support
  • High-energy attitude
  • Conflict mediation
  • Quality assurance controls
  • Employee coaching/Training
  • Multitasking
  • Customer relations
  • Schedule/Planning mastery
  • Communication both written and verbal
  • "Know your people"/Building Benches
  • Time Management
Education and Training
Chicago College of Commerce Chicago, IL, Expected in 06/1985 Bachelor of Arts : Court And Convention Reporting - GPA :
  • This course also provided a minor in English, Medical Terminology and Legal Terminology.
Kastle Systems - CS Team Lead
Seattle, WA, 03/2017 - Current
  • Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
  • Coached and developed store associates through formal and informal interactions.
  • Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
  • Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
  • Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
  • Conducted analysis to address productivity and improve employee morale.
  • Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
  • Assisted customers, answered questions and resolved problems for stellar customer service.
  • Oversaw daily operations by delegating tasks, managing shift changes and conducting keyholder duties to open and close business.
  • Oversaw inventory receiving, stocking, pricing and returns by coordinating with vendors and directing employees.
  • Analyzed inventory trends to guide product ordering and develop sales promotions to minimize overstock.
Cvph Medical Center - Technical Operations Supervisor
Plattsburgh, NY, 06/2008 - 10/2021
  • Supervised team of 32 employees with continuous evaluations, effective schedules and performance improvement strategies.
  • Adhered to applicable safety standards, company guidelines and FAA requirements.
  • Identified resources needed to complete tasks, resolved issues with personnel.
  • Kept production in line with company guidelines, compliance requirements and quality standards.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Prometric - Customer Service Call Center Supervisor
Longmont, CO, 02/2013 - 12/2014
  • Developed daily, weekly and monthly reports on help desk team's productivity.
  • Modeled high-quality customer service to team of 50+ employees.
  • Utilized active listening skills to quickly resolve problems and escalated larger issues to Call Center Senior Supervisor.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Supervised team of 50+ Customer Service Representatives promoting positive work environment through effective communication, active engagement and hands-on assistance.
Umass Memorial Health Care - Police Officer
Barre, MA, 03/1990 - 03/2001
  • Apprehended suspects, prepared case reports and testified in courtroom hearings.
  • Investigated criminal and traffic offenses.
  • Mediated domestic-related disturbances and protected victims from harm.
  • Adhered to safety protocols and properly handled equipment, weapons and materials.
  • Made arrests for violations of criminal laws and conducted background investigations.
  • Responded to calls related to DWI, felonies, misdemeanors, domestic abuse, animal rescue.
  • Directed and controlled crowds at parades, funeral processions and sporting events.
  • Searched vehicles, buildings, homes and property for evidence and stolen property.
  • Assessed crime scenes and secured areas.
  • Inspected squad vehicle and weapons daily and arranged for routine and special maintenance.
  • Conducted field sobriety tests and used portable breathalyzers to perform tests.
  • Gathered preliminary investigation information as first responder to crime scenes.
Activities and Honors
  • Member of the Southwest Airlines Company Culture Committee
  • Member of southwest Airlines CARE Team
  • Received The Star Award for saving a life
  • Received numerous company acknowledgements - "Kick Tails"

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Resume Overview

School Attended

  • Chicago College of Commerce

Job Titles Held:

  • CS Team Lead
  • Technical Operations Supervisor
  • Customer Service Call Center Supervisor
  • Police Officer


  • Bachelor of Arts

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