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Tier 2 Call Center Team Lead Resume Example

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TIER 2 CALL CENTER TEAM LEAD
Professional Summary

Knowledgeable and dedicated medical professional with extensive experience in remote industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Skills
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • KPI Accountability
  • Private and Secure Workspace
  • Call Center
  • Quality assurance
  • Technical savvy
  • Zendesk
  • Salesforce
  • Self-starter
  • Excellent presentation skills
  • Proficient typing skills
  • Advanced G-suite
  • Expert analytical skills
  • Excellent rapport building
  • Inter-department collaboration
  • Customer Relationship Management Software (CRM)
  • Microsoft Outlook, Word and Excel
  • HIS
  • Effective problem solver
  • Documentation and reporting
  • Patient support
  • Medicare and Medicaid process
  • Pharmacy and customer records management
  • Updating Medication Histories
  • Confidentiality and HIPAA
Work History
Tier 2 Call Center Team Lead, 01/2017 to Current
Company Name – City, State
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Identified and prioritized the most important quality problems in support tickets, and then developed clear and simple coaching to fix quality problems.
  • Analyzed product information to verify accuracy and drive corrective actions to closure.
Senior Software Developer, 01/2017 to Current
Company Name – City, State
  • Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
  • Modified existing iOS & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
  • Introduced agile methodologies and effective development best practices to division to enhance product development.
  • Revised, modularized and updated old code bases to modern development standards, reducing operating costs and improving functionality.
  • Performed regression and system-level testing to verify software quality and function prior to release.
  • Designed new product elements such as image recognition, hand writing recognition, audio, video and device-to-device communication.
  • Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
Tier 1 Customer Service Representative-Chat/Email, 07/2016 to 03/2017
Company Name – City, State
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
  • Answered chats and emails in queue to provide technical, installation, and account support for Apple users.
  • Took Ownership of support tickets, following all necessary Apple processes and procedures.
  • Maintained high-level customer satisfaction at all times.
  • Proactively escalated orders/issues to Tier 2.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Served as a first customer point of contact regarding routine service or software issues, assisted with troubleshooting issues, and entered service request into CRM systems.
  • Responded to customers on Apple.com via email and chat.
  • Developed an understanding of systems, processes, and procedures to accurately assist customers and advisors with their issues.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
Certified Phlebotomy Technician, 01/2002 to 06/2009
Company Name – City, State
  • Protected patients by following infection control, sharps disposal and biohazardous waste disposal procedures.
  • Drew blood from veins by vacuum tube, syringe or butterfly venipuncture methods.
  • Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
  • Followed physician orders when administering therapeutic phlebotomy.
  • Performed bedside tests like bleeding time tests and entered results into patient charts.
  • Stocked phlebotomy cart or carrier with appropriate supplies.
  • Organized daily work based on collection priority.
  • Validated blood and specimen collection orders, alerting nurses or physicians of discrepancies between order and nursing station logs.
  • Determined donor eligibility by conducting screenings, interviewing prospective donors, and obtaining medical histories.
  • Spoke with patient to gather information for lab records, reduce fear or anxiety and optimize cooperation.
Education
Bachelor of Science: Business, Human Resource Management, 05/2013
University of Phoenix - City, State
  • Majored in Business/HR
Certificate: Phlebotomy, 01/2000
Navicent Health Baldwin - City
Accomplishments
  • 2020 Kapla Leadership Award Recipient
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Resume Overview

School Attended

  • University of Phoenix
  • Navicent Health Baldwin

Job Titles Held:

  • Tier 2 Call Center Team Lead
  • Senior Software Developer
  • Tier 1 Customer Service Representative-Chat/Email
  • Certified Phlebotomy Technician

Degrees

  • Bachelor of Science : Business, Human Resource Management , 05/2013
    Certificate : Phlebotomy , 01/2000

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