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Lead Customer Service Representative Resume Example

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LEAD CUSTOMER SERVICE REPRESENTATIVE
Professional Summary

Service-focused [Job Title] bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in [Software] with [Number] years of expertise in related roles.

Skills
  • Key stakeholder relationship building
  • Computer proficient
  • Training development aptitude
  • Conflict resolution
  • Data entry
  • Self-starter
  • MS Office Suite
  • Team Player
Work History
Lead Customer Service Representative | Company Name - City, State04/2015 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
  • Fielded diverse customer questions about issues such as available merchandise, current prices and upcoming company changes
  • Facilitated inter-departmental communication to effectively provide customer support
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols
  • Handled [Type] customers in demanding [Type] setting in coordination with solid team of [Number] customer service associates
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Resolved [Type] issues over phone with [Number] customers daily
  • Facilitated [Type] orders and completed accurate to meet aggressive deadlines
  • Assisted [Number] customers in average [Timeframe] by answering questions, responding to inquiries and handling telephone requests
  • Scored in top [Number]% of employees for successful [Action]
  • Delivered excellent customer service, resulting in consistent [Number]% customer satisfaction rating
  • Cross-trained and backed up other customer service managers
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
  • Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%
  • Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Forged and nurtured impactful relationships with customers to cultivate loyalty, boosting customer satisfaction ratings [Number]%
  • Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements
  • Conferred with senior management to handle and correct disciplinary or knowledge issues
  • Reviewed associate performance each [Timeframe] to identify training needs
  • Used consultative sales approach to understand customer needs and recommend relevant offerings.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Assessed caller accounts to determine [Type] benefits, identify service needs and resolve issues.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction [Number]%.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Investigated and resolved accounting, service and delivery concerns.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Facilitated [Type] orders and completed accurate to meet aggressive deadlines.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Managed timely and effective replacement of damaged or missing products.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Entered orders into [Type] computer database system.
  • Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.
  • Implemented and developed customer service training processes.
Shift Leader - Crew Trainer | Company Name - City, State10/2012 - 02/2014
  • Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture
  • Assigned daily employee tasks and monitored activity and completion
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction
  • Planned and adjusted daily shift needs based on seasonal, weekly or hourly business demands
  • Coached team members in techniques necessary to complete job tasks
  • Monitored employee actions for effective safety, sanitation and general housekeeping compliance, proactively protecting staff and customers from safety hazards and infection risk
  • Maintained safe working environment by observing safety procedures, policies and regulations
  • Maintained [Number]% injury rate during [Number] months of operation through advanced safety techniques
  • Evaluated employees' strengths and assigned tasks based upon experience and training
  • Oversaw talented team of [Number][Job title]s by actively communicating project information, remedying issues and delivering positive feedback
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
  • Enforced company policies and regulations with employees.
  • Maintained [Number]% injury rate during [Number] months of operation through advanced safety techniques.
  • Oversaw talented team of [Number][Job title]s by actively communicating project information, remedying issues and delivering positive feedback.
  • Alerted customers to upcoming sales events and promotions.
Sales Representative | Company Name - City, State10/2011 - 02/2012

Efficiently solved complex problems that impacted management

Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.

Maximized business potential by providing excellent customer service and ensuring [Number]% client retention.

Readied merchandise For sales floor by marking items with identifying codes and accurate pricing

Increase customer satisfaction through friendly and professional communication

Possessed mathematical skills needed to perform manual configurations

Education
Woodstock High School - City, State05/2011High School Diploma
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Resume Overview

School Attended

  • Woodstock High School

Job Titles Held:

  • Lead Customer Service Representative
  • Shift Leader - Crew Trainer
  • Sales Representative

Degrees

  • High School Diploma

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