E Commerce Team Lead resume example with 14+ 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:
Results-oriented Team Lead with diverse background in management and customer service, specializing in quality service, customer retention, productivity and team management.
  • Team management
  • Focused on customer satisfaction
  • Management of remote employees
  • Skilled multi-tasker
  • Proficient with Microsoft Office Suite
  • Strong problem solving ability
  • Scheduling
  • Meticulous attention to detail
  • Recently offered the option to be promoted to E-Commerce Interim Supervisor during our highest volume time frame of the year.
  • Played an instrumental role in increasing customer satisfaction by improving employee average monitoring scores 27% within six months as E-commerce Team Lead by implementing new and personalized quality reports and training materials.
E-Commerce Team Lead, 07/2015 - Current
Best Inc. Chino, CA,
  • Reporting - Accurately maintain daily, weekly and monthly reports
  • Floor Management - Manage volumes & ensure departmental tasks are completed within KPMs
  • Coach and develop team to improve their individual performances
  • Review chats/emails for quality assurance
  • Training - Maintain SOPs, tutorials, ECOM Portal, and distribute information on process changes
  • Currently training on staff forecasting, scheduling, executive reporting, etc. to perform as interim supervisor
  • Perform as E-Commerce Specialist as needed, and exceed the required KPMs set
E-Commerce Specialist, 08/2010 - 07/2015
Bend Memorial Clinic Madison, WI,
  • Respond to incoming US/UK Live Chats and emails in regards to ordering, customer service, product questions, navigation and miscellaneous inquiries
  • Process US/UK orders that come through the website
  • Completing daily projects as assigned by the supervisor and/or team lead
  • Assist with monitoring chats and emails of other associates within the department
  • Developed training materials for new hire training and trained newly hired/on-call employees during peak season
  • Assist other departments and employees when questions arise regarding the E-Commerce Department or the website
Rod and Tackle Specialist, 09/2008 - 07/2010
The Orvis Company City, STATE,
  • Responded to incoming Live Chats, emails and telephone calls regarding orders/inquiries about fly fishing products, hunting, schools, repairs and technical fishing questions
  • Handled inquiries from other departments who did not have the knowledge and/or experience in this category of products
Customer Care Representative, 09/2006 - 08/2008
The Orvis Company City, STATE,
  • Handled customer orders and entry level customer service issues
  • Upsell new and complimentary products to increase order value
  • Some Lead training on floor management to answer questions of other associates on the floor, hand out break times, etc.
: General Studies, Expected in
Virginia Western Community College - Roanoke, VA
In Progress

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Resume Overview

School Attended

  • Virginia Western Community College

Job Titles Held:

  • E-Commerce Team Lead
  • E-Commerce Specialist
  • Rod and Tackle Specialist
  • Customer Care Representative


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