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team lead resume example with 16+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary
  • 11 years of regional and local experience in Offer-To-Cash/Customer Service Operations organization, Lubes Supply Chain - Logistic and leadership roles.
  • Experienced in leading, coaching and motivating a diverse team of up to 5 people to consistently deliver high quality service results towards excellent customer service.
  • Strong in collaborating skills and able to build relationships with other teams through generating rapport and looking for common interests.
  • Demonstrated ability to develop and implement an incentive plan for the team as a part of rewards and recognition.
  • Demonstrated ability to stay high level of resilient and personal integrity.
  • Able to communicate proficiently in English and Malay.
Highlights
  • Delivered continuous improvement initiatives/projects to address the bottom lines of Shell and contributed to value savings approximately up to USD600K in 2015 and another 20K in 2016.
  • Won Best Team Leader Awards in Jan 2013 for outstanding performance. 
  • Awarded Best SCLO of the Month
  • Awarded Best CSP of the Month & Best QCM of the Month as a CSP.
  • Leads SG SCLO team that managed to bring down Queue Abandon Rate (QAR) from 23% to 3% within a month vs target <=4%.
  • SUPERUSER for Supply Chain Liaison Office & CSP
 
Accomplishments
  • Initiated and implemented Continuous Improvement project/initiatives through teams and saved  integrated cost savings approximately up to USD600K in  2015.
  • Owned & implemented “Just Do it” initiatives that saved another USD20K in 2016.
  • Collaborated with end-to-end internal and external partners, ensured process alignment with different parts of the organisation and maximising overall opportunities to improve customer experience and sustaining. Target vs Actual: 8.0 vs 8.0 Customer Satisfaction Index.  
  • Leads Faster IOC Initiatives in Singapore  that managed to scores high from 26% (Jan 2012) to 90% (Oct,12)  
  • Improved communication efficiency issues in HK that leads to introduction of Share points to LSC team that help to reduce waiting time and improved IOC scores to average 85%.  
  • Won Best Team Leader Awards in Jan 2013 for outstanding performance.  
  • Change Management/Re-Organization – Involved and delivered SCSM Integration by ensuring performance not drop drastically. Managed the change while bringing results through teams.
  • Delivery through team by coaching, motivating, developing and performance management. As a result, 3 staffs were awarded Best SCSM of the month since 2012 till 2015.
  • Involved actively in GSAP Retrofits implementation activities as a SUPERUSER for Supply Chain Liaison Office & Logistic team. Result /Outcome: 100% completion of EUT  
  • Actively participated in the forum of Lubes Supply Chain and Super user network by sharing and learnings best practices
  • Awarded Best SCLO of the Month for 3 consecutive month from Aug till Oct 2011
  • Leads the team that managed to bring down Queue Abandon Rate (QAR) from 23% to 3% within a month vs target <=4%. §  All KPIs were met, especially KPI Calls Abandoned in Queue achieved 3% versus the target <= 4%).  
  • Change Management - Supported and involved in the change journey of re-organization from local business to International Marine terms into new organization, International Customer Service Centre.
  • Awarded Best CSP of the Month numerous times for achieving overall outstanding performance in all aspects such as KPI, Adherence, Behaviours & Leadership skills.  
  • Also awarded as Monthly Best QCM for being the top in term of Quality Call Management numerous times.  
  • All KPIs were met, especially KPI Calls Abandoned in Queue achieved 2.4% versus the target <= 4%).
  • Involved actively in GSAP Retrofits implementation activities for Customer Service Centre. Results/Outcome: 100% completion of EUT)
  • Appointed as a Super user that provided front-line supports. §  Promoted from CSP 1 > CSP2 > CSP3 for excellent performance.
Experience
TEAM LEAD, 09/2011 - Current
Teleflex Minneapolis, MN,
  • Leads and manages team resources; coordinates leave, manages breaks and re-assigns responsibilities during team member absences.
  • Delivers the daily Service Level Agreement (SLA) for own team and works with the Delco (Lubes Supply Chain -LSC and Indirect) to meet delivery and Industry Order Confirmation (IOC) targets.
  • Ensures the team complies to the agreed parameters (level of authority, offer book, controls & procedures)  
  • Champions the behaviours required within the team to deliver an exceptional customer experience
  • Actively manages the daily operational performance of the SCSMs by being present on the floor with the team
  • Drives SCSMs to take end-to-end ownership of customer enquiries that may involve other partners across the service chain
  • Drives SCSMs to resolve customer enquiries during the first contact with the customer (live resolution). Is the escalation contact for customer dissatisfaction issues related to SCSMs or other service providers
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  • Accountable for the overall performance of team members and the team as a whole, positively recognizing excellent performance and effectively managing any underperformance.
  • Works with COC to coach individual team members to improve performance and actively engages with each team member to develop and act on their Individual Development Plans.
  • Identify and drive Continuous Improvement initiatives. Besides Participate in the recruitment and selection of new SCSMs
  • Liaise regularly with business partners to ensure the team has access to all relevant information to perform effectively in their roles
  • Maintains up-to-date knowledge of business processes and procedures for their area of responsibility  
  • Accountable for the execution of the Business Continuity plan for the team they manage
  • Works with OTC Performance, LSC and Sales counterparts to improve delivery performance and customer experience
SUPPLY CHAIN LIASON OFFICER (SCLO), 07/2011 - 10/2011
Veritiv New York, NY,
  • Supporting the execution of the supply chain delivery promise
  • Ensuring a consistent customer experience by resolving customer issues related to Lubes Supply Chain.
  • Supply Chain Liaison role working with Global Commercial /International Marines ( IM) Customer Service Professional ( CSP) and  schedulers to deliver faster Industry Order Confirmation (IOC )to the customer (48 hours) and also local businesses such as Retail Station, Commercial and High-street.
  • Acts as a Delco/port SME (Subject Matter Expert) for IM  and manages 2-3 DELCOs
  • Identifies alternative solutions along with the Scheduler when there are logistical or supply challenges
  • Acts as tester/SME for system changes or upgrades ·
  • Responsible for timely updates of CD Chat data  
  • Helps capture and track delivery opportunities such as Missed Deliveries, OLSR and OLCR.
  • Uses Continuous Improvement (CI) tools or can act as a CI resource for process improvement opportunities
  • Proactively monitors Open Orders report to prevent missed deliveries and ensure orders are invoiced & Follow-up on backorders to ensure completion of delivery
  • Supports IM POD (Proof Of Delivery) initiatives to improve invoice cycle time
CUSTOMER SERVICE PROFESSIONAL, 02/2005 - 06/2011
SHELL BUSINESS SHARED CENTRE City, STATE,
  •  Order taking, amendment and processing enquiries.
  • Managed customer's complaint and feedback efficiently.
  • Coordinating delivery process for Retails & Commercial customers ensuring smooth delivery.
  • Invoice disputes and adjustment First point of contact between customer and business Managed own and Business KPI, Generate and analysis daily reports 
Education
BBA: Finance (Hons), Expected in 1998
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Universiti Teknologi Mara - Shah Alam, Selangor
GPA:
Status -
High School Diploma: Banking, Expected in 1996
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Universiti Teknologi Mara - Shah Alam, Selangor
GPA:
Status -
Additional Information
  • EXTRA CURRICULUM
  • SBO KL FPOC (First Point of Contact) Club Committee
  • Lead for CSC KL People's Club (Staff R&R Club)
  • Lead CSC Booth Display during Shell Open Day
Skills
  • Microsoft Office Applications , SharePoint      
  • CRM / SAP Applications , Casement, Vantive– Customer Interactive Software ·        
  • GMAS / Cobra – Barge approval system       
  • Team Management / Collaboration / Difficult Conversations - Customer Service    
  • Commercial mindset / Continuous Improvement / Customer 1st

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Resume Overview

School Attended

  • Universiti Teknologi Mara
  • Universiti Teknologi Mara

Job Titles Held:

  • TEAM LEAD
  • SUPPLY CHAIN LIASON OFFICER (SCLO)
  • CUSTOMER SERVICE PROFESSIONAL

Degrees

  • BBA
  • High School Diploma

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