- Montgomery Street, San Francisco, CA 94105
- Home: (555) 432-1000
- Cell:
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Customer Service Team Leader with 3 years leadership experience in a call center. Leading through inspiration and motivation while incorporating the Skybridge Americas Core Values into a daily platform.
- Strong client relations
- Skilled in call center operations
- Customer service award
- Adheres to customer service procedures
- Proactive Team Leader
| - Top individual results in Engagement Survey.
- Top Team KPI's
- Familiarity with Key Performance Indicators (KPI's)
- Excels in client relations
|
Customer Service Coach , 09/2013 to Current
Truist Financial Corporation – Ferrum, ,
- Coaching a staff of 18-22 direct reports through inspiration and motivation, while maintaining expectations set by company and client both.
- Manage policy and procedure for a fast changing offline team specializing in social media and legality of sweepstakes
- Maintaining close client relationship and contact on a daily basis. Compiling weekly reporting on trends and issues within the social media spectrum of the account.
- Performing Quality Analysis on each level of customer service to ensure the premier level of service guaranteed by contractual agreement is met at the specific client designated standard.
- Mastery of customer service management systems and databases.
- Prepared reports and communication for senior management and clients.
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
- Met or exceeded all areas of KPI's and quality standards every review period.
- Maintained daily employee records and track individual KPI'sfor each direct report, along with timely performance reviews for each such report.
Call Escalation Specialist, VIP Task Management, 04/2013 to 08/2013
Swift Refrigerated – Denver, ,
- Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes.
- Defused volatile customer situations calmly and courteously.
- Prepared reports and communication for senior management and clients. Maintained hourly contact with client, delivering up to the minutes statistics on service levels and customer complaints.
- Maintained timely follow up directly with customers to ensure resolution remained satisfactory.
Brand Agent, 03/2011 to 04/2013
Skybridge Americas – City, ,
- Answered a constant flow of customer calls in a timely manner delivering premier customer service.
- Connected directly with Depot Managers working in unison with them on customer issues.
- Processed offline correspondence and complaint files.
- Data entry for outside Contracted Newspapers tied to the main client.
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