LiveCareer-Resume

customer service lead resume example with 7+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Multitask numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities developed over [Number] years of [Job Title] experience. Driven to boost efficiency and productivity with top-notch analytical and management abilities.

Personable and dedicated Customer Service Representative with extensive experience in [Type] industry. Solid team player with upbeat, positive attitude 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, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Skills
  • Customer service excellence
  • [Product or Service] support
  • Billing arrangements
  • Corporate processes and procedures
  • Payment processing
  • In-store support
  • Inbound and outbound calling
  • Product organization
  • Stockroom procedures
  • High-energy attitude
  • Store maintenance
  • Freight operations
  • Shipping and receiving understanding
  • Customer service
  • Employee coaching
  • Sales
  • Problem resolution
  • Research and analysis
Experience
09/2019 to Current Customer Service Lead Scheels Sports | Johnstown, CO,
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
  • Assisted operators with handling calls and took over escalated concerns to provide skilled solutions.
  • Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Consulted with customers regarding [Product or Service] needs, addressing [Type] concerns.
  • Completed [Timeframe] performance reviews of each [Job title] and used results to identify areas in need of attention.
08/2015 to Current Sales Associate Concentrix | Pocatello, ID,
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Kept apprised of emerging trends and provided informative customer service to assist in product selection.
  • Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
  • Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.
  • Collaborated with fellow sales team members to achieve group targets, frequently exceeding quotas [Number]% or more.
  • Offered product and service consultations and employed upselling techniques.
  • Surpassed daily sales goals by [Number]% by cross-selling [Product or Service] and promoting additional products.
  • Helped average of [Number] customers per day by responding to inquiries and locating products.
  • Trained all new sales employees on effective sales, service and operational strategies to maximize team performance.
  • Assisted customers by finding needed [Type] items and checking inventory for items at other locations.
  • Sold various products by explaining unique features and educating customers on proper application.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Stocked shelves and supplies and organized displays to focus customer attention on specific items.
  • Recommended merchandise to customers based on needs and preferences.
  • Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
  • Used [Type] register system to ring up customer purchases, process payments and issue receipts.
  • Helped customers sign up for loyalty programs and submitted completed paperwork.
08/2013 to 09/2015 The Bon Ton Store Sales Associate | City, STATE,
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Collaborated in development of [Type] procedures.
  • Maintained updated [Type] knowledge through [Task] and [Task].
  • Created agendas and communication materials for team meetings.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Handled all delegated tasks, including [Task] and [Task].
  • Performed site evaluations, customer surveys and team audits.
  • Completed [Type] project resulting in [Result].
  • Supported [Type] department by compiling paperwork and taking detailed meeting minutes.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Improved operations by working with team members and customers to find workable solutions.
  • Answered [Number] calls per [Timeframe] to answer customer questions.
Education and Training
Expected in 06/2005 High School Diploma | Grover Cleveland High School , Buffalo, NY GPA:

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Resume Overview

School Attended

  • Grover Cleveland High School

Job Titles Held:

  • Customer Service Lead
  • Sales Associate
  • The Bon Ton Store

Degrees

  • High School Diploma

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