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sme team leader resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary

Experienced Customer Service Representative with over 20 years of experience in Manufacturing. Excellent reputation for resolving problems, improving customer satisfaction. Proven success in leadership, operational excellence and organizational development. Seeking a position in a dynamic and innovative environment that will allow room for growth and emphasize use of acquired experiences and interpersonal skills.

Skills
  • Leadership
  • Problem Solving
  • Customer service
  • Supervision
  • Team management
  • Building Effective Relationships
  • Teamwork
  • Organizational Skills
  • Process improvement
  • High-volume calls
  • Customer and client relations
  • Performance Analysis
Work History
01/2018 to 04/2020
SME Team Leader Acco Engineering Systems Pasadena, CA,
  • Subject Matter Expertise
  • Trained 15+ employees in customer-facing roles to maintain customer satisfaction.
  • Resolved challenging customer complaints to full satisfaction.
  • Oversaw day to day activities of 15+ employees in office environment.
  • Entered customer interaction details in system to track requests, document problems and record solutions offered.
  • Communicate with Production and customers about concerns with products or services to resolve end-user complaint.
  • Answered average of 100 calls, emails and per day, addressing customer inquiries, handling telephone requests, solving problems and promptly responding to customer requests for products, services and company information.
  • Effective liaison between customers and internal departments.
  • Assisted with Implementing and developing customer service training processes.
  • Cross-trained and backed up customer service supervisor and manager.
  • Maintained up-to-date knowledge of product and service changes.
  • Effective liaison between customers and internal departments.
  • Prepared daily work schedule and hold reports to assist business leaders with key decision making and strategic operational planning.
  • Assist in creating and deploying strategies to boost Customer Service performance, streamline work processes and increase efficiency in different areas.
  • Communicated weekly with external customers, including teleconferences and video conferences, interacting with all levels of management.
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
03/2017 to 04/2020
Billing Specialist Santander Bank Wareham, MA,
  • Handled high volume of in-bound/outbound calls pertaining to reconciliation of delinquent accounts.
  • Applied more than 100 payments per week.
  • Identified, researched and resolved billing variances to maintain system accuracy.
  • Contacted customers with past due accounts to formulate payment plans, discuss payment options, support policies and procedures.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Performed targeted collections on past due accounts aged over 11 days.
  • Trained and assist new team members and managers on accounts payable systems and policies to maintain and promote operational performance.
  • Collaborate with Production on repairs issues of customer complaint and billing guidelines.
07/1999 to 04/2020
Senior Customer Service Specialist FLEX City, STATE,
  • Distributed team-based communications to foster collaboration and enhance team morale.
  • Researched and provided root cause analysis to Management to respond quickly to business and customer requirements.
  • Assist 15+ employees with day to day activities.
  • Managed inbound/outbound call support for product repair status.
  • Processed product shipment daily on repaired or un-repaired units.
  • Assist production technicians, supervisors and managers with any issues during repairs to resolve customer complaints.
  • Answered average of 100 calls, emails and per day, addressing customer inquiries, handling telephone requests, solving problems and promptly responding to customer requests for products, services and company information.
07/1999 to 04/2020
DMR Team Lead/Specialist FLEX City, STATE,
  • Pick-Pack and Shipped IBM/LENOVO laptops
  • Created new RMA's and inbounded for production to repair
  • Reviewed incoming shipments for correctness to ensuring no damage or duplication of orders
  • Trained new employees on DMR protocols and answered task-related inquiries to help with job role adjustment
  • Kept detailed records of program progress, discrepancies and other issues
  • Weekly conference calls with customer on program issues and changes
  • Served as primary liaison between IBM/LENOVO, production and customer service department
  • Kept records accurate and current by documenting all movements in company system
  • Developed end-to-end DMR processes along with process improvement plans and new process proposals to Management
  • Cleared 100+ DMR's daily for 10+ years
04/2008 to 04/2017
NERP Team Lead/Specialist FLEX City, STATE,
  • National Emergency Replacement Program
  • Pick-Pack and shipped 100+ IBM/LENOVO laptops each day with efficiency.
  • Developed standard operating procedures and document workflows for current and future process steps.
  • Handled proper storage and rotation of all laptops products and supplies.
  • Maintained NERP area by performing light repair work on laptops as well as cleaning work area and equipment.
  • Created new RMA's for repairs on all damaged laptops.
  • Prepared, presented, maintained appropriate inventory levels and selected laptops from specific locations based upon customer orders and availability.
  • Kept records accurate and current by documenting all movements in company system.
  • Conducted in-depth inspections of both incoming and outgoing shipments and managed quality assurance goals.
  • Trained new employees on NERP protocols and answered task-related inquiries to help with job role adjustment.
  • Prepared orders for shipment by inserting associated paperwork, tagging boxes, scanning barcodes to upload package data to tracking system using ATLAS and moved to loading dock for shipment.
  • Generated daily and nightly reports.
Education
Expected in 04/2015 to to
Associate of Science: Business Administration And Management
Bethel University - Memphis, TN,
GPA:
Expected in to to
Associate of Science: Business Administration And Management
MTI College of Business And Technology - Houston, TX
GPA:

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Resume Overview

School Attended

  • Bethel University
  • MTI College of Business And Technology

Job Titles Held:

  • SME Team Leader
  • Billing Specialist
  • Senior Customer Service Specialist
  • DMR Team Lead/Specialist
  • NERP Team Lead/Specialist

Degrees

  • Associate of Science
  • Associate of Science

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