service engagement team leader resume example with 6+ 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:
Professional Summary

Experienced people leader bringing over 3 years of quality performance in customer support supervisory roles and over 5 years in delivering exceptional customer service. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities to deliver superior performance.

  • Problem-solving
  • Team Supervision
  • Cash Handling
  • Training and development
  • Budget administration
  • Delegation & follow up
  • Hiring and Retention
Work History
Inbound Fraud Analyst, 02/2021 - Current
Target White Plains, NY,
  • Contact customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Gathered evidence, which included recorded and written statements, financial documentation and audio materials for examination.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Conducted research, gathered information from multiple sources and presented results.
Service & Engagement Team Leader, 02/2020 - 01/2021
Whole Foods University Heights, OH,
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
  • Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
Front End Supervisor, 07/2018 - 02/2020
Penske Automotive Group Warwick, RI,
  • Lead and oversaw operations department with over 20 direct reports
  • Increase customer satisfaction average over 40% YOY
  • Key-holder
  • Assisted as Manager on Duty responding to various customer, vendor and employee requests in store and over the phone
  • Establish and optimized schedules to keep coverage and service in line with forecasted demands
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products
  • Coached and trained employees on methods for handling various aspects of sales, complicated issues, and difficult customers
  • Hired, managed, developed and trained staff, established and monitored goals, conducted monthly and annual performance appraisals including handling corrective action as necessary
  • Handled all incoming business and client requests for information
  • Oversaw admin office inventory, store inventory, including ordering and requisitions, stocking and shipment receiving
  • Communicated corporate objectives across all divisions through regular e-mail correspondence and scheduled status updates
  • Responded to and handled all Manager-on-Duty requests to satisfy clients in a timely manner
BRIDGE Agent, 07/2017 - 07/2018
Best Buy Corporate City, STATE,
  • Provided solutions to operations issues for company users of 30 different company systems, working closely via phone, email, live chat and web teleconference with end-users.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Developed and tested new product offerings prior to company-wide release to assist development team in bug identification.
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Delivered consistent team-leading customer satisfaction performance
Sales Consultant, 12/2014 - 07/2017
Best Buy City, STATE,
  • Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable sales.
  • Consistently hit and exceeded sales goals.
  • Ensured department visual were maintained to the highest standard. Greeted customers in a timely fashion, while quickly determining their needs.
  • Responded to all customer inquiries thoroughly and professionally.
  • Delivered a high level of service to clients to both maintain and extend their shopping experience and loyalty.
  • Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet needs
  • Trained and developed new sales team associates in products, selling techniques and company procedures
  • Applied security and loss prevention training toward recognizing risks and reducing store theft
  • Engaged with customers to effectively build rapport and lasting relationships
High School Diploma: , Expected in 06/2017
Eden Prairie High School - Eden Prairie,
Status -

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Eden Prairie High School

Job Titles Held:

  • Inbound Fraud Analyst
  • Service & Engagement Team Leader
  • Front End Supervisor
  • BRIDGE Agent
  • Sales Consultant


  • High School Diploma

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: