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Customer Service Representative Team Lead Resume Example

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CUSTOMER SERVICE REPRESENTATIVE TEAM LEAD
Summary

I am a customer service professional with expertise gleaned from working at high-end jewelry companies for over 20 years. Focused on building relationships with a diverse base of clients, I look forward to bringing my exemplary skills as a Customer Service Lead to an established or private employer. I'm a diligent professional offering over 25 years in management, customer service and sales. Possessing a strong aptitude for working with little supervision under a team or individually.

I am a competent listener who finds joy in assisting in customer needs, meeting quality standards and staying current on product and service updates. Being highly empathetic and a supportive team player allows me to bring a positive aspect to any environment.

I find organizing and prioritizing help me to be effective at dealing with individuals during stressful and confusing situations. I am practiced at working with regulatory limits and HR standards to handle job requirements; I also communicate effectively via email, letter, telephone calls or in person.

I am personable, easy to adapt and find satisfaction in being a results driven, forward-thinking professional with a deep understanding of resolving customer problems with empathy, efficiency and civility. I have a proven history of increasing sales, management, and customer satisfaction. I'm excited for the opportunity to add my skill set to your team.

Skills
  • Documentation and reporting
  • Client engagement
  • Product location
  • Corporate processes and procedures
  • Customer service
  • Senior leadership support
  • Inbound and outbound calling
  • Quality control
  • Direct sales
  • System implementation
  • Route management
  • Call center experience
  • Cross-functional collaboration
  • Customer relations
  • Clerical support
  • Shipping and receiving understanding
  • Conflict mediation
  • High-energy attitude
  • Schedule mastery
  • Credit card payment processing
  • Product organization
  • Project management abilities
  • Inventory control
  • Store maintenance
  • Employee training, coaching & counseling
  • Interviewing & Hiring
  • Windows, Power Point & Excel experience
  • Quality assurance controls
  • Issue and conflict resolution
  • Staff development
  • Inventory management
  • Administrative support
  • Problem resolution
  • Team management
  • Call center strategy
  • Inbound phone call management
  • Warm and cold calling
Experience
05/2017 - 09/2019Customer Service Representative Team LeadOrlando Utilities Commission | Orlando, FL
  • Received inbound calls to start, transfer or start services for electric and water.
  • Handled multi-line phone, sent fax and copies as needed
  • Listen to client needs, provide them with benefits and features of OUC.
  • Implemented company protocol to enure satisfactory call handle time and stats.
  • Implemented company processes to effectively resolve customer service issues.
  • Use company strategy to de-escalated issues for individuals when typical procedures did not achieve resolution.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Consistency self train and seek new material to better assist client and company.
  • Oversaw unresolved issues with client accounts until resolved.
  • Maintained customer account notes in software for future reference.
  • Worked with managers to develop service improvement initiatives.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Maintained correspondence through email with various departments to satisfy client needs and solve issues.
  • Set up and activated customer accounts. Received personal information and secure it adequately to create client accounts.
  • Answered customer questions and addressed concerns, resulting in an exceptional reduction in complaint calls.
  • Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency.
  • Improved productivity by providing CSR performance feedback for corrective action.
  • Documented conversations with customers to track requests, problems and solutions.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Delivered high level of service and support to each customer, paving way for future business opportunities.
  • Achieved high quality marks on quality assurance evaluations through supervisor and third party assessment.
05/2015 - 09/2019Jewelry SalesZaires Jewelry Outlet | Orlando, FL
  • I Maintain the highest sales standard in my store.
  • Hired, trained, supervised and motivated team of 4-8 retail professionals to provide knowledgeable and fast service to every guest.
  • Managed opening procedures by opening safe, displaying merchandise, securing the safety of all merchandise, client payment information, new merchandise, repairs etc.
  • Quality control and product satisfaction control.
  • I specialized in building a rapport with clients to build a trusting relationship leading to loyal customers.
  • Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
  • Ship and receive merchandise daily. Manage store to company recall.
  • Exceed all company sales goals, warranty, repair initiatives and goals.
  • Organize , prepare, plan and implement custom design events.
  • Saved costs, effectively negotiating vendor pricing contracts to increase savings.
  • Conducted department walk throughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
  • Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service, and resolving any customer issues.
  • Worked one-on-one with employees to motivate while delivering constructive criticism in busy, retail environment. Coach, counsel and train consistently for maximum employee performance.
  • Maintained inventory accuracy by accurately counting stock-on-hand each day and reconciling discrepancies.
  • Processed credit card payments and counted back change and currency with 100% accuracy rate.
  • Continuously audited store operations, slashing inventory shrinkage and reducing cash discrepancies.
  • Connected with customers daily to understand needs, provide assistance and collect feedback to optimize operations.
  • Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
  • Delegated tasks to specific employees based on individual knowledge and strengths.
  • Planned and updated work schedules for optimal coverage of expected business needs.
  • Streamlined operations and improved employee focus and productivity by prioritizing tasks prior to start of each shift.
07/2016 - 12/2017Sales Consultant/Makeup ArtistMac Cosmetics | Orlando, FL
  • Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
  • Recommended, planned and implemented promotional strategies which increased revenue.
  • Expanded network by attending industry events, identifying and pursuing leads and establishing rapport with new clients.
  • Increased investment revenue by skillfully upselling and closing customer sales by driving product benefits around client needs.
  • Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
  • Greeted incoming customers and provided expert sales and service to drive revenue.
  • Provided training on appropriate product selection.
  • Maintained productive relationships with existing customers through exceptional follow-up after sales.
  • Processed orders through system and coordinated product deliveries.
  • Retained customers by addressing and resolving concerns in knowledgeable and speedy manner.
  • Provided customers with recommendations to promote brand effectiveness and product benefits.
  • Listened to customers to understand needs and refer to optimal services.
  • Offered product and service consultations and employed upselling techniques.
Education and Training
Expected in 05/2021Bachelor of Science: Early Childhood Education
Florida Agricultural And Mechanical University | Tallahassee, FL
08/1997Cosmetology: General
Westside Vocational School | Winter Garden, FL
05/1999Associate of Arts: General AA
Valencia College | Orlando, FL
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Resume Overview

Companies Worked For:

  • Orlando Utilities Commission
  • Zaires Jewelry Outlet
  • Mac Cosmetics

School Attended

  • Florida Agricultural And Mechanical University
  • Westside Vocational School
  • Valencia College

Job Titles Held:

  • Customer Service Representative Team Lead
  • Jewelry Sales
  • Sales Consultant/Makeup Artist

Degrees

  • Expected in 05/2021 Bachelor of Science : Early Childhood Education
    08/1997 Cosmetology : General
    05/1999 Associate of Arts : General AA

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