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E-Commerce Team Lead Resume Example

Resume Score: 80%

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E-COMMERCE TEAM LEAD
Summary
Results-oriented Team Lead with diverse background in management and customer service, specializing in quality service, customer retention, productivity and team management.
Highlights
  • 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
Accomplishments
  • 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.
Experience
08/2015 to Current
E-Commerce Team LeadCompany Name - City, State
  • 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
09/2010 to 08/2015
E-Commerce SpecialistCompany Name - City, State
  • 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
10/2008 to 08/2010
Rod and Tackle SpecialistCompany Name - 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
10/2006 to 09/2008
Customer Care RepresentativeCompany Name - 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.
Education
General StudiesVirginia Western Community College - City, State, USAIn Progress
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Resumes, and otherinformation uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

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

Degrees

  • General Studies

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