customer service representative team lead resume example with 13+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Reliable Manager demonstrating high level of ownership and initiative. Quick and effective at decision-making and learning skills while maintaining excellent customer service throughout sales experience. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

  • Inbound and outbound calling
  • Stockroom procedures
  • Direct sales
  • Call center experience
  • System implementation
  • Technologically savvy
  • Report creation
  • Conflict mediation
  • Promotional support
  • Project management abilities
  • Microsoft Office expertise
  • Employee coaching
  • Quality assurance controls
  • Senior leadership support
  • Data evaluation
  • Business development understanding
  • Product organization
  • Customer relations
  • High-energy attitude
  • Schedule mastery
  • Cross-functional collaboration
  • Active listening
Education and Training
Desoto High School& Isteam3d Desoto, TX Expected in 05/2004 High School Diploma : - GPA :
Cedar Valley College Lancaster, TX Expected in 06/2006 Associate of Science : Business Administration And Management - GPA :
Voya - Customer Service Representative Team Lead
New York, NY, 12/2018 - 03/2021
  • Cross-trained staff members, resulting in 90% increase in customer satisfaction ratings.
  • Made certain associates adhered to schedules to achieve service goals.
  • Provided daily direction to call center associates.
  • Set attainable daily, weekly and monthly goals and game plans.
  • Motivated teams by recognizing and rewarding excellence.
  • Held monthly meetings with associates to provide constructive feedback on performance.
  • Supported associates career development by discussing potential for growth within company.
  • Assisted with recruiting and hiring perspective candidates.
  • Developed strategies to assist associates in meeting goals.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Worked under strict deadlines and responded to service requests and emergency call-outs.
  • Documented conversations with customers to track requests, problems and solutions.
Related Companies - Applecare Advisor
New Britain, CT, 01/2015 - 10/2018
  • Performed daily maintenance of computer systems to keep network processes fluid.
  • Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
  • Responded to 200 individual tickets every week to provide end-user support on systems and software.
  • Maintained inventory of IT supplies by checking and documenting levels regularly.
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Assisted in technical support process refinement to improve customer service and support.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Developed training materials, conducted webinars and authored wikis for user training and support use.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
CBK Properties - Property Manager
City, STATE, 05/2007 - 12/2017
  • Conducted apartment tours for potential tenants and answered any questions.
  • Coordinated general maintenance and repairs to keep facilities operational and attractive.
  • Maintained thorough, accurate and compliant records for internal and regulatory audits.
  • Solicited and analyzed bids for repairs, renovation and general maintenance.
  • Inspected properties regularly to identify deficiencies and schedule repairs.
  • Developed and managed highly skilled on-site staff through effective recruitment, training and motivation.
  • Planned and conducted meetings on a daily basis to enable residents to voice concerns and provide forum for issues to be addressed.
  • Maintained accurate records of all correspondence with and from tenants.
  • Updated tenant and unit information to keep current in housing database.
  • Created and updated marketing materials for department programs and properties.
  • Partnered with cross-functional teams to address business opportunities and challenges.
  • Wrote clear and concise owner's reports based on findings from quarterly financial statements.
  • Maintained in-depth knowledge of competition through consistent evaluation of market conditions and trends.
  • Oversaw budgeting process for two assigned properties.
  • Created staff schedules in response to community needs.
  • Conducted annual re-examination appointments and housekeeping inspections.
  • Regularly updated asset management staff regarding leasing and property status.
  • Reviewed and interpreted vendor contracts to effectively enforce all requirements.
  • Handled resident complaints and expedited all maintenance requests.
  • Disbursed petty cash to engineering staff and property personnel.

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Resume Overview

School Attended

  • Desoto High School& Isteam3d
  • Cedar Valley College

Job Titles Held:

  • Customer Service Representative Team Lead
  • Applecare Advisor
  • Property Manager


  • High School Diploma
  • Associate of Science

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