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: - - -

Focused Team Leader bringing [Number]-background in [Type] management. Adept at reviewing team analytics and devising improvement strategies to increase productivity. Skilled coach and trainer committed to helping employees reach maximum potential.

Seasoned Team Leader offering over [Number] years' in progressive and accomplished supervisory roles. Focused and skilled at employee oversight, mentoring and driving continuous improvements.

People-oriented Team Leader effective at successfully executing new [Type] initiatives. Ensures workplace culture is consistent with the organization's mission and values.

Detail-oriented [Job Title] with [Number] years of [Type] experience and history of policy and procedure adherence. Skilled in reading technical documents and using schematics to execute accurate work. Skilled in working within team to accomplish goals, drive productivity and improve process operations.

Team-oriented individual demonstrating skills in [Skill] and [Skill]. Well-trained in troubleshooting, [Task] and [Task]. Calm and energetic personality and fluent in [Language] and [Language].

  • Microsoft Office, Outlook, OTIS/SDC mainframe, REM, various department software (Avaya, Centervu, Nice Analyzer), Internet, PDMlink, Otiswave, JDE
  • Streamline, Troubleshoot
  • Avaya
  • Change management
  • Coaching
  • Competitive
  • Client
  • Decision-making
  • Decision making
  • Dependable
  • Detail oriented
  • Email
  • English
  • Information technology
  • JDE System
  • JDE
  • Leadership
  • Team-building
  • Mainframe
  • Meetings
  • Mentoring
  • Microsoft Office
  • Outlook
  • Nice
  • Payroll
  • Personnel
  • Problem-solving
  • Processes
  • Programming
  • Quality
  • Quality management
  • Read
  • Research
  • Sales
  • Scripts
  • Spanish
  • Staffing
  • Phone
  • Trainer
  • Translator
  • Call center experience
  • Team supervision
  • Technical skills
  • Issue resolution
  • Process improvement
  • Quality assurance
  • Avaya software customer management systems
  • Organized
  • Proficient in MS Office
  • Staff training and development
  • MS Office proficient
  • Superior communication skills
  • Detail-oriented
  • Cheerful and energetic
  • Personnel training and development
  • Effective team player
  • Resolution-oriented
  • Flexible scheduling
  • Organizational strengths
  • Fluent in [Language]
  • High-energy attitude
  • Dependable and reliable
  • Strong communication skills
  • Adaptive team player
  • Time management
  • Excellent multi-tasker
  • Superior organization skills
12/2013 to Current
Team Leader Ryder System Boynton Beach, FL,
  • Work with IT staff on testing programming changes and advise of any corrections needed.
  • Initiate product changes through the information technology group to ensure that all product requirements are met.
  • Direct the testing of programming changes to ensure that all variables are included in the plan.
  • Identify discrepancies between actual and expected outcomes and create an action plans to address issues.
  • Drive sales through new customer acquisition and active customer retention.
  • Identify any custom requirements needed by customers in the region and facilitate production changes through Operations in order to satisfy customer demands.
  • Responsible for decision making in manager's absence.
  • Monitor and schedule email group box and Ariba System.
  • First point of contact in department.
  • Communicate effectively in Spanish and English.
  • Assist in the interview process with Manager to hire top quality agents.
  • Provide training to new hire and team members on new processes.
  • Act as liaison to between employees, management, internal and external department personnel, and customers.
  • Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.
  • Manage the flow of day-to-day operations: schedule, payroll, discrepancies, problem resolutions.
  • Responsible for reviewing, approving, entering into computer system and maintaining accounts.
  • Process and review orders and discrepancies.
  • Distribute reports to the appropriate personnel.
  • Resolve account problems.
  • Certified in Achieving Competitive Excellence (ACE).
12/2004 to 12/2013
Senior Customer Service Rep Sirva, Inc. Richmond, VA,
  • Provided client communication to over 9,800 customers via email and phone calls across the U.S, Canada, and Puerto Rico.
  • Assisted Florence in order resolution through the JDE System.
  • Conducted department weekly meetings in manager's absence.
  • Served as a Spanish translator.
  • Department trainer.
12/1996 to 12/2004
Coordinator/Group Leader Otis Elevator Company City, STATE,
  • Led a team of 33 employees.
  • Established and implemented performance and service standards.
  • Developed and implemented process and/or operational improvements to enhance efficiency and effectiveness of operations.
  • Ensured productivity met or exceeded service and quality standards.
  • Maintained employee goals through-out the year and maintained motivation with staff to ensure quality work.
  • Assisted in the interview process with Supervisors to hire top quality agents.
  • Reviewed daily, weekly and quarterly goals with staff.
  • Forecasted future changes on the business based on previous trends.
  • Conducted customer tours.
  • Ensured the outbound and the inbound call quality standards are 100% reinforced daily.
  • Analyzed performance data to identify opportunities for improvement.
  • Reorganized work flow and reallocated staffing to increase and improve KPI's.
  • Trained personnel to fit new job descriptions.
  • Improved morale and performance in the midst of major changes to the business and uncertainty in the industry.
  • Authored and introduced new scripts resulting in a 50% decrease in talk time.
  • Implemented effective strategies to successfully increase call completion rates by 27%.
  • Managed the flow of day-to-day operations: schedule, payroll, discrepancies, problem resolutions.
Education and Training
Expected in 2012
Master's Science Degree: Arts Leadership
Albertus Magnus College - ,
Expected in 2009
Bachelor's Science Degree: Business / Global Business Management
University of Phoenix - ,
Expected in 2004
Associate's Science Degree: Business Office Technology
Tunxis Community College - ,
Activities and Honors

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Resume Overview

School Attended

  • Albertus Magnus College
  • University of Phoenix
  • Tunxis Community College

Job Titles Held:

  • Team Leader
  • Senior Customer Service Rep
  • Coordinator/Group Leader


  • Master's Science Degree
  • Bachelor's Science Degree
  • Associate's Science Degree

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