lead merchant services team leader resume example with 8+ years of experience
High-powered Customer Service Manager who effectively motivates associates through continual guidance, direction, development and coaching.
Friendly, with can-do attitude and willingness to help at all times.
Results-oriented Lead Team Leader with diverse background in management and customer service.
Dedicated to providing excellent customer service and making operational and procedural improvements.
- Team management
- Meticulous attention to detail
- Persuasive
- Focused on customer satisfaction
- Conflict resolution techniques
- Training and development
- Deadline-oriented
- NICE software proficiency
- CMS software proficiency
- Talent development
- Played an instrumental role in increasing customer satisfaction ratings index from 23% to 54% within her first year as Customer Service Leader.
- Exceeded corporate target for customer satisfaction for 3 years in a row.
- People Management; Awarded Top Leader Award; Achieved year end ratings in the top 10% when stack ranked with her peers
- Leadership; Served as key contributing member to Leadership team.
New York, NY, 02/2008 - 07/2014
- Managed Lead Customer Service Supervisor Team; Merchant Services.
- Manage Tier 1, 2, & 4 lead customer service representatives.
- Monitor calls, provide weekly feedScheduled and directed staff in daily work assignments to maximize productivity.
- Efficiently resolved problems or concerns to the satisfaction of all involved parties.
- Developed and maintained exceptional customer service standards.
- Developed creative recruiting strategies that met anticipated staffing needs.
- Communicated the duties, compensation, benefits and working conditions to all potential candidates.
- Managed all phases of recruitment, including defining hiring management needs and posting available positions.
- Created new employee self-evaluation forms that focused on employee performance, competencies, engagement and development.Assisted management with presentations for business reviews and communications meetings.
- Drafted action plans and led meetings with department executives to review project status and proposed changes.
- Collaborated with cross-functional teams to draft project schedules and plans.
- Developed new analytics tool to allow senior management to understand the impact of each project.
- Mastered the intricacies of the process flow within each department.Led regular stand-up meetings, events and continuous improvement projects with measurable goals.
- Managed team of 12 - 26 of professionals.
- Served as mentor to junior team members.
- Defined strategy and business plan for Merchant Services.
- back, Facilitate Training Learning Coaching sessions (TLCs), and manage all levels of training for directorate.
- Approve/decline time sheets and time off requests, while balancing business needs and current SLA's.
- Hire new representatives, and provide hiring recommendations for special projects by evaluating team Subject Matter Experts (SME's) Mentor new Leaders, provide additional training and support for policy and procedures, including boot camps and customer experience focused learning.
- Manage administrative functions for interim TL's, guiding Year End Reviews, Merit Increases for New Hires, and feedback for performance counseling's subject to terminations.
- Evaluate customer reporting aimed to determine root cause analysis for customer complaints.
- Deliver, on recommendations to the Leadership team, to increase customer satisfaction rating in surveys.
- Update online reference tools, floor training, and provide policy change recommendations for special projects.
- Write & deliver Mid-Year Reviews, Year End Reviews, and performance counsellings.
- Design ad hoc reporting; shared with all levels of leadership per the request of the senior Leadership team.
- Communicate end resolutions for Executive Escalations handed down by the Office of the President/CEO.
, , 11/2006 - 01/2007
- Executive Level customer service.
- Process APEX/Payroll.
- Review and return ACH items.
- Process wire transfers with Federal Reserve Bank.
- Balancing and maintaining Executive account with Federal Reserve Bank.
- Create, maintain, update Excel workbooks tracking and managing financial data.
, , 08/2004 - 11/2006
- Provide customer service related to bank reconciliation, account fees, chargeback and fraud related issues.
- Identify and provide opportunities for business growth and development.
- Discuss available account options with business owners.
- Handle calls, in-which, a customer requests a supervisor.
Change Management, CMS, Coaching, CRM, Customer Service, Performance Management, hiring, Leadership, , Mentor, Excel, Office, Outlook, PowerPoint, Word, Works, Nice, Payroll, Real Estate, recording, reporting, SLA, supervisor, surveys, Project Management, Team Building, Team Leadership, Team Player, Time and Resource Optimization, Time Management, Cross-Cultural Communications, Customer Relations, Departmental Operations Management, Interpersonal Skills, Interpersonal Skills, Leader, Leadership, Performance Analysis, Performance Evaluations, Problem Resolution, Process Redesign, Calendaring, Client Relations, Computer Proficiency, Coordination, Creative Problem Solving, Critical Thinking, Customer Needs Assessment, Customer Service, Data Collection, Executive Management Support, Letters and Memos, Lotus Notes, Microsoft Excel, Microsoft Office Suite, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Minute Taking, Multi-Task Management, Organizational Skills, Prioritization, Proofreading, Reading Comprehension
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Resume Overview
School Attended
- GCU
- Insurance Licensing Commission
- Westford College
- Iron Co. School District
Job Titles Held:
- Lead Merchant Services Team Leader
- Operations Specialist
- Operations Specialist
Degrees
- 1101692
- 655564000
- HS Diploma
By clicking Customize This Resume, you agree to ourĀ Terms of UseĀ andĀ Privacy Policy