E Commerce Team Lead resume example with 14+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
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
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.
Education
: General Studies, Expected in - Virginia Western Community College - Roanoke, VA GPA: In Progress
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