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Team Lead Resume Example

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TEAM LEAD
Summary

Motivated Senior Customer Service professional with excellent leadership and planning abilities focused on delivering high-quality [Type] products on tight schedules. Monitor, train and encourage employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Resourceful and client-focused Customer Service Manager with over 35 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.

Skills
  • Team building
  • Workplace safety
  • Resource allocation
  • Quality assurance
  • Production monitoring
  • Planning and coordination
  • Communications
  • Supervision
  • Administrative support
  • Customer service
  • MS Office
  • Problem resolution
  • Organization
  • Relationship development
  • Quick Books
Experience
Team Lead
Philadelphia, PAPECO /Jan 2020 to Current
  • Trained new employees on [Type] and [Type] positions to support team efficiency.
  • Monitored employee performance and safety, conducting retraining to correct problems and optimize productivity.
  • Analyzed employee workloads to meet seasonal fluctuation needs.
  • Documented daily production levels, materials use and special incidents to keep management informed of all activities.
  • Coordinated with internal departments to maximize operational efficiency across production and administrative areas.
  • Optimized staffing levels with strategic scheduling and task delegation.
  • Supervised team of [Number] employees working with [Type] equipment, maintaining safety and cultivating productive atmosphere.
  • Assisted newly hired team members by explaining company procedures and safety requirements and delivered positive feedback upon job task completion.
  • Offered constructive criticism regarding quality assurance on collections team phone calls.
  • Enforced adherence to company policies, answered coworkers' questions and trained new personnel.
  • Interviewed, hired and trained new quality customer service representatives.
  • Developed open and professional relationships with team members, enabling more effective issue resolution. (Resolution Facilitator / Employee Advisor)
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Evaluated employee performance, identified areas of improvement and communicated plans to employees.
  • Fostered positive employee relationships through effective communication, training and development coaching.
  • Delivered high-quality Collections training to meet goal to reduce delinquent accountants.
  • Communicated and coordinated with multiple departments to achieve top results.
  • Promoted to leadership position in recognition of strong work ethic and demonstrated ability to provide exceptional customer service.
Salon Owner
West Chester, PAPic One Beauty Salon/Mar 2000 to Current
  • Hired and trained beauticians, as needed.
  • Ensured all beauticians adhered to hygiene and safety practices.
  • Promoted services and products.
  • Ordered beauty products and beauty equipment and maintained inventory.
  • Oversaw daily salon operations and performed general salon tasks.
  • Took detailed inventories of goods and supplies to stay on top of ordering schedule and consistently meet demands.
  • Increased profits by providing excellent customer service, properly training employees and controlling inventory and linen usage.
  • Provided employees with feedback on how to improve performance and increase profitability of spa services.
  • Streamlined organizational procedures and maintained optimal spa functionality during high-traffic times.
  • Optimized team performance by training new employees on customer service, day-to-day activities and account management procedures.
  • Performed basic accounting duties such as payment collection, bank and drawer reconciliation and internal audits to keep finances on track.
  • Monitored daily spa activities and team performance to check cleanliness, assess performance and handle high-priority clients.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Performed site evaluations, customer surveys and team audits.
  • Utilized Insight to compile data gathered from various sources.
  • Recognized by management for providing exceptional customer service.
  • Created agendas and communication materials for team meetings.
  • Achieved cost-savings by developing functional solutions to [Type] problems.
  • Delivered [Product or Service] to customer locations.
  • Answered [Number] calls per [Timeframe] to answer customer questions.
  • Improved customer satisfaction by finding creative solutions to problems.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated [Type] knowledge through [Task] and [Task].
Senior Customer Consultant
Philadelphia, PAPECO Pallet Inc./Feb 2000 to Current
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Managed needs of [Type] customers in busy [Type] environment alongside team of [Number] customer relations professionals.
  • Exceeded team goals and collaborated with staff to implement customer service initiatives.
  • Increased customer traffic count by [Number]% and retail sales by [Number]%.
  • Cross-trained on [Type] and [Type] roles in order to provide skilled back-up for customer-facing teams.
  • Escalated customer concerns, store issues and inventory requirements to supervisors.
  • Capitalized on opportunities to enhance customer experiences and bring in repeat business.
  • Contacted customers about potential service upgrades, new [Type] services and account changes.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Exceeded company productivity standards by [Number]% on consistent basis, handling more than [Number]% of quota each day.
  • Documented conversations with customers to track requests, problems and solutions.
  • Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
  • Established membership loyalty, executing flawless customer retail account management.
  • Expressed appreciation for patronage, inviting and encouraging customer return visits.
  • Provided excellent services for customers by following up on issues, [Action] and [Action].
  • Assisted approximately [Number] customers each [Timeframe] with [Product or Service] questions.
  • Interviewed customers regarding [Type] issues and reported feedback to management team.
  • Maintained [Number]% accuracy rate when preparing weekly [Type] and [Type] reports for management based on data from various sources.
  • Consulted with customers to determine best methods to resolve service and billing issues.
  • Recommended, selected and helped locate merchandise based on customer needs and desires.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Exceeded [Timeframe] service goals while leveraging customer service, sales and employee management best practices.
  • Shared detailed information regarding [Product or Service] options to help customers make decisions.
  • Earned Top Seller for [Timeframe] through [Action].
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
  • Set up and activated customer accounts.
  • Processed customer account changes.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Excelled in exceeding daily credit card application goals.
  • Dispatched drivers to meet daily delivery needs for company customers.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Addressed [Number] website inquiries per day, converting [Number] into renewal customers.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.
  • Oversaw warranty counseling process to manage expense controls.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Worked with external [Type] representatives to address customer needs.
  • Prevented key account losses by researching discrepancies for corrective action.
  • Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.
  • Served needs of as many as [Number] customers per shift, including collecting payments, tracking rewards and handling customer service issues.
  • Kept detailed records of customer accounts, including actions taken, issues resolved and [Type] information.
  • Worked with managers to develop service improvement initiatives.
  • Achieved top satisfaction, retention and referral rankings on consistent basis.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Answered customer questions and addressed concerns, resulting in [Number]% reduction in complaint calls.
  • Executed [Number] outbound calls each week to existing customers, resulting in [Number]% increase in sales.
Jr Analyst
Philadelphia, PAPECO Energy /Mar 1984 to Feb 1999
  • Learned [Task] and [Task] to support office needs.
  • Achieved cost-savings by developing functional solutions to [Type] problems.
  • Maintained updated [Type] knowledge through [Task] and [Task].
  • Handled all delegated tasks, including [Task] and [Task].
  • Created agendas and communication materials for team meetings.
  • Collaborated with others to discuss new [Type] opportunities.
  • Supported [Type] department by compiling paperwork and taking detailed meeting minutes.
  • Improved operations by working with team members and customers to find workable solutions.
  • Collaborated in development of [Type] procedures.
  • Earned reputation for good attendance and hard work.
  • Completed [Type] project resulting in [Result].
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Utilized [Type of Software] to compile data gathered from various sources.
  • Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Answered [Number] calls per [Timeframe] to answer customer questions.
  • Performed site evaluations, customer surveys and team audits.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Improved customer satisfaction by finding creative solutions to problems.
Education and Training
Some College (No Degree): Business Administration And ManagementWest Chester University of PennsylvaniaWest Chester, PA
Business Administration And ManagementCommunity College of PhiladelphiaPhiladelphia, PA
Some College (No Degree): Business Administration And ManagementRosemont CollegeBryn Mawr, PA
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Resume Overview

Companies Worked For:

  • PECO
  • Pic One Beauty Salon
  • PECO Pallet Inc.
  • PECO Energy

School Attended

  • West Chester University of Pennsylvania
  • Community College of Philadelphia
  • Rosemont College

Job Titles Held:

  • Team Lead
  • Salon Owner
  • Senior Customer Consultant
  • Jr Analyst

Degrees

  • Some College (No Degree) : Business Administration And Management
    Business Administration And Management
    Some College (No Degree) : Business Administration And Management

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