customer service lead resume example with 11+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

  • Supervised team of 20 staff members.
  • AT&T Summit 2020 Winner
  • Maintained and exceeded over 100% sales and productivity goals month to month
  • Conflict and Complaint Resolution
  • Relationship Building
  • Staff Supervision
  • Staff Scheduling
  • Professional and Courteous
  • Service-Oriented
  • Team Player
  • Collaboration
  • Leadership
Work History
Customer Service Lead, 06/2014 - Current
Waste Connections Manassas, VA,
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Took cash and credit card payments via phone, in person and through email.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Summit 2020 - Award only given to top 1% for sales revenue
  • Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
  • Completed scheduled audits with efficient and accurate approach.
  • Managed inventory storage in clean and organized fashion.
  • Completed physical inventory counts each month.
  • Performed data entry and completed proper paperwork.
Restaurant Manager, 08/2013 - 07/2014
Oregano's Flagstaff, AZ,
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Reconciled cash and credit card transactions to maintain accurate records.
  • Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
  • Carefully interviewed, selected, trained and supervised staff.
  • Actively participated in ongoing customer service programs to build sales and rapport in community.
  • Spearheaded regular maintenance and repair operations to keep building and equipment in peak condition.
  • Promoted business through participation in and sponsorship of community events.
  • Created fun team building activities to engage staff in up-selling to meet revenue targets.
  • Correctly calculated inventory and ordered appropriate supplies.
  • Oversaw front of house personnel to maintain adequate staffing and minimize overtime.
  • Strategically developed effective marketing plans to increase sales and profits while managing costs.
  • Met, greeted and encouraged feedback from customers and used feedback to implement positive changes within restaurant
  • Controlled purchases and inventory by negotiating prices and contracts with over 14 vendors
Banquet Captain, 06/2011 - 12/2014
Golden Entertainment, Inc. Flintstone, MD,
  • Delegated tasks to staff members to maximize production under tight deadlines.
  • Provided exceptional service to guests by immediately addressing needs and requests.
  • Coordinated weddings, reunions, and corporate meetings throughout banquet and conference spaces.
  • Set up and broke down conference and banquet rooms to meet facility standards and specifications.
  • Maintained clear and easy access to exits and fire lanes to prepare for emergencies.
  • Hired, trained and scheduled staff to maintain adequate coverage for successful operations.
  • Followed safety procedures and incorporated safety equipment to reduce injury and loss.
  • Liaised with catering department about event changes and implemented requested adjustments.
  • Set schedules for 18 staff by planning and designating shifts
  • Directed and managed banquet functions for 8-250person event
  • Exceeded estimated monthly sales goals by 8 to 10% monthly
  • Controlled purchases and inventory by negotiating prices and contracts with over 27 vendors
  • Manage 26 person team of cooks servers and back of house staff
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Protected business, team members and customers by monitoring alcohol consumption and keeping operation in line with legal service requirements.
Executive Assistant, 10/2010 - 06/2011
Car Gurus Boston, MA,
  • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
  • Trained junior office staff in correct procedures and reporting requirements.
  • Researched, proposed and implemented vendor agreements to decrease costs and improve services.
  • Processed travel expenses and reimbursements for executive team and senior management group.
  • Managed and reviewed filing and office systems.
  • Worked with senior management to initiate new projects and assist in various processes.
  • Handled incoming and outgoing mail, email and faxes.
  • Led staff and vendors in providing high level of service for owner and guests.
  • Worked with clients to effectively plan and coordinate logistics for special projects and events.
  • Took notes and dictation at meetings.
  • Filed paperwork and organized computer-based information.
  • Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations.
  • Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
  • Answered high volume of phone calls and email inquiries.
  • Organized and coordinated conferences and monthly meetings.
  • Organized envelopes, postage and mail correspondence for staff and management, maintaining postage meter and coordinating with delivery and courier services.
  • Transcribed minutes of meetings and executed meetings and events for company to support sales, business development and senior management teams.
: Sociology, Expected in
De Anza College - Cupertino, CA
Status -
High School Diploma: General Studies, Expected in 06/2011
San Jose Conservation Corps Charter High School - San Jose, CA
Status -

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • De Anza College
  • San Jose Conservation Corps Charter High School

Job Titles Held:

  • Customer Service Lead
  • Restaurant Manager
  • Banquet Captain
  • Executive Assistant


  • Some College (No Degree)
  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: