customer service leader resume example with 11+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Personable and dedicated Customer Service Leader with extensive experience in the retail industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with customers. 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.

  • Customer service excellence
  • Customer support
  • Payment processing
  • Sales
  • Customer engagement
  • Stockroom procedures
  • Route management
  • Customer service
  • High-energy attitude
  • Call center experience
  • Customer relations
  • In-store support
  • Shipping and receiving understanding
  • Credit card payment processing
Customer Service Leader, 07/2019 - 10/2019
Abb Ltd Pittsburgh, PA,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Oversaw cash deposited in to bank accounts.
  • Completed daily performance reviews of each employee and used results to identify areas in need of attention.
  • Ran daily reports to assess performance and make proactive adjustments.
  • Addressed internal and customer-related issues each day and affected strategic resolutions.
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Established ambitious goals for employees to promote achievement and surpass business targets.
  • Cross-trained in every store role to maximize operational knowledge.
  • Sold store items and vehicle services to customers.
  • Attended to gas spills and accidents promptly and according to established guidelines.
  • Inspected identification to determine proper age of customers for alcohol and cigarettes.
  • Processed payments via cash, credit and debit cards and counted back change to customers to avoid cash drawer errors.
  • Tracked food and beverage items, placing orders to replenish inventory to avoid low stock levels.
  • Received product orders, unloaded merchandise and arranged store stock into appealing displays.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Distributed new merchandise efficiently to different departments.
  • Helped customer locate and select appropriate merchandise throughout store.
  • Unboxed new merchandise and added to shelves in accordance with planograms and stock rotation policies.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Worked closely with front-end staff to assist customers.
  • Counted product stock to maintain inventory records.
  • Counted drawers at start and end of shifts to validate daily records and uphold accounting accuracy.
  • Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
  • Drove sales and add-on purchases by promoting specific item options to customers.
  • Assisted customers to find appropriate products, answered product questions and provided product solutions.
  • Restocked hot spot with silverware, straws, napkins and condiments.
  • Scanned items quickly to keep lines moving and reduce overall wait time.
  • Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
  • Collected merchandise from store and searched back-end locations for customer purchases.
  • Trained new employees in cashiering procedures, offering assistance in resolving cash drawer issues.
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Trained new team members in cash register operation, stock procedures and customer service.
  • Resolved issues with cash registers, card scanners and printers.
  • Stayed up to date on current item discounts to support promotions.
  • Wiped down counters and conveyor belt to remove debris and maintain cleanliness.
  • Helped customers find specific products, answered questions and offered advice.
  • Processed customer payments quickly and returned exact change and receipts.
Support Manager, 07/2012 - 05/2019
Covetrus Baton Rouge, LA,
  • Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
  • Uncovered deficiencies in coverage and developed improvements by evaluating previous resolutions.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Evaluated trends by tracking and modeling key metrics.
  • Assessed and increased quality of service by monitoring employee and customer interactions.
  • Improved team performance by devising successful training methods and programs.
  • Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
  • Maximized coverage during key hours by preparing effective schedules.
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
  • Improved productivity initiatives, managing accounts, coordinating itinerary and scheduling client/leadership appointments.
  • Mentored new employees on daily tasks and delivered constructive feedback to increase understanding of job duties.
  • Adhered to all workplace safety standards and OSHA regulations.
  • Loaded and unloaded packages from loading dock to trucks.
  • Promoted safety throughout workplace and reported potential hazards in timely fashion.
  • Operated forklifts, lift gates and pallet jacks with focus on safety and efficiency.
  • Attached identifying tags or labels to materials or marked information on cases, bales, or other containers.
  • Assisted in navigating large loads to assigned areas.
  • Monitored pallet weights and truck capacity to adhere to standards.
  • Handled packages in safe and meticulous manner while unloading and transporting.
  • Moved items from the central storage room to the shelves for customer purchase.
  • Labeled packages and pallets to ensure efficient identification of items.
  • Used ladders and pallet jacks to load and unload merchandise weighing up to thousands of pounds.
  • Shrink wrapped products on pallet.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Supervised store opening and closing procedures, which included counting cash drawers and making bank deposits.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
  • Reviewed sales reports to enhance sales performance and improve inventory management accuracy.
  • Reviewed all store policies and made changes as needed to streamline operations and increase productivity.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
Call Center Customer Service Representative, 06/2006 - 04/2011
New York Community Bancorp, Inc. Amityville, NY,
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Helped company maintain exceptional client service ratings on external audits.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Strengthened team performance and productivity by training and inspiring team members.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Oversaw warranty counseling process to manage expense controls.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
  • Completed diverse tasks on daily basis to serve customer needs, including processing and issuing money orders, managing returns and exchanges, and logging daily shipments.
  • Worked with managers to develop service improvement initiatives.
  • Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Evaluated benefits for each caller to determine service needs and address concerns.
  • Mentored junior team members and managed employee relationships.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Education and Training
High School Diploma: , Expected in 05/1999
Cudahy High School - Cudahy, WI
Status -

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Resume Overview

School Attended

  • Cudahy High School

Job Titles Held:

  • Customer Service Leader
  • Support Manager
  • Call Center Customer Service Representative


  • High School Diploma

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