Customer Care Team Resume Sample

5.0
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Myrtis Gutmann
996 Wilderman Groves,  Phoenix, AZ
+1 (555) 986 5848

Work Experience


Team Lead, Customer Care
04/2016 - PRESENT
Detroit, MI
  • Guide team to support all local/corporate business objectives
  • Counsels employees on performance and contributes to employee pay decisions/changes
  • Support key CC strategies to drive customer loyalty & resulting CAS score
  • Support Sales to enhance the customer experience by providing appropriate guidance
  • Participate in key projects to support local/corporate initiatives
  • Identify key improvement opportunities – e.g. system enhancements, processes, tools
  • Utilize system knowledge to provide appropriate guidance on transactional capability
Customer Care Team
10/2009 - 01/2016
New York, NY
  • Oversee management of customer related data within ERP systems
  • Train/present to other teams relevant CC tools/initiatives/strategies
  • Good written and oral communication skills in German and English are essential
  • Strong results focus and attention to detail are essential
  • Demonstrated ability with systems is critical, including Outlook, Powerpoint & Excel
  • Good organisational skills are necessary, as is the ability to use own initiative and collaborate well within a team
  • Has the responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. Assists in setting clear expectations and goals to ensure the overall customer care team succeeds in the highest customer satisfaction
Team Leader Customer Care
06/2004 - 05/2009
San Francisco, CA
  • Lead and/or participate in centre initiatives that drive centre’s key business indicators and employee engagement
  • Manage their team’s revenue impacts, up to 6 million dollars annually
  • Experience in a dynamic work environment that requires high performance to business objectives balanced with a positive engaging, exciting culture
  • Self-starter who is comfortable working in and leading a team through ambiguity and the capacity to see ‘what can be’ for this new organization
  • Leads by example by modeling flexibility, candor, and a willingness to respond during times of change while maintaining a positive attitude
  • Ensures CRM are processed and work with assigned SLA’s
  • Ensures inbound calls are serviced within established SLA’s for the Loan Support Specialist
  • Assists in career paths for team employees to identify growth potential and tracks the employee’s performance to ensure their success in their career

Education


Strayer University - Baymeadows Campus
2000 - 2004
Bachelor's Degree in Management

Professional Skills


  • Experience in team building and coaching. Experience/advanced knowledge in telephony and workforce management
  • SAP expert user, or have a strong affinity to learning new software programs, to oversee ERP transition from IFS to SAP
  • Document strong work instructions/standard operating procedures
  • Managing, motivating and leading the team on a day to day basis to achieve sales targets and service levels
  • Running reports for the business and analyzing data to make decisions on floor planning
  • Owning all aspects of team recruitment training, development and HR management
  • Anticipating and identifying problems and be able to develop and action solutions swiftly

How to write Customer Care Team Resume

Customer Care Team role is responsible for insurance, retail, credit, security, telephony, reporting, research, digital, modeling, customer.
To write great resume for customer care team job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Customer Care Team Resume

The section contact information is important in your customer care team resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Customer Care Team Resume

The section work experience is an essential part of your customer care team resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer care team responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer care team position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Customer Care Team resume experience can include:

  • Excellent product knowledge of the complete American Standard Brands’ product lines and the stages of their production
  • Relevant healthcare provider services experience
  • Four or more years of customer service based experience is required
  • Two years of insurance industry related experience required
  • Good knowledge of Bell’s Products and Services, and Call Centre systems/technology
  • Relevant experience

Education on a Customer Care Team Resume

Make sure to make education a priority on your customer care team resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer care team experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Care Team Resume

When listing skills on your customer care team resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical customer care team skills:

  • Combined experience in management, soft skills coaching, training, and customer care (or similar customer-facing role)
  • Soft skills and customer experience engineering
  • T skills coaching experience in both group and one-on-one settings
  • Strong interpersonal skills and ability to communicate clearly, concisely and logically, both orally and written
  • Good customer complaint resolution skills
  • Experience in direct marketing or inbound/outbound customer center (100+ seats) operation experience and/or credit call center management

List of Typical Skills For a Customer Care Team Resume

1

Skills For Team Lead, Customer Care Resume

  • Related experience depending on qualifications
  • Very strong verbal and written communicator in English
  • Cascading information from management meetings to the team consistently, across all shifts including huddles and team briefs
  • Delegating tasks, workload allocation and support the team continually across all communication channels including social media
  • Handling serious incidents and accident claims confidently and offering resolutions
  • Supporting Front line representatives on daily operational issues, tracking issues to closure
2

Skills For Team Leader Customer Care Resume

  • Managing a team within a high paced, high volume environment across multiple shift patterns
  • Supporting the global digital team with business projects
  • Taking escalation calls
  • Creation and analyse KPI’s including achievement of agreed targets
  • 10 key typing at 60 wpm
  • Accountable for maintaining service levels and customer satisfaction in line with KPIS
  • Responsible for communicating the company’s purpose, core values, and mission to the team
  • Works to meet the departmental objectives, including conversion targets, new product roll outs, and technological installments or updates
  • Works with Section Manager to prepare monthly documentation for reporting
3

Skills For Acting Team Lead Customer Care Resume

  • Assist to ensure the facilitation of communication among members of the team, helping to resolve issues as they arise
  • Knowledge in business administration
  • Quickly understand complexe processes and situations
  • Fluency in German and English language (spoken and written)
  • Application Engineering, Engineering, Project Management, Supply Chain, Planning, Logistics, Procurement, Quality, Production, Sales, Product Management, Finance
  • Strong data analytics with ability to use Excel pivot tables and other tools to not only compile and data, but to be able to gain meaningful insight to drive improvements with impact
  • Able to understand high-level technical complexities associated with engineered products
4

Skills For Team Leader, Customer Care Center Resume

  • Willingness to work overtime, based on business needs
  • High-mix, low-volume environment with mix of catalog offerings, engineered-to-order, and custom solution development for wide range of customers throughout the world
  • De-escalate situations, work with customer to create an agreeable solution, regain customer’s confidence, and ensure customer retention
  • Engineer a communication, such that the situation or offer to the customer feels like a win from the customer’s perspective
  • Deal with escalated callers in a professional manner required
  • Position requires a strong ability to multitask, specifically navigating between multiple open computer applications at one time, all while speaking professionally with callers
5

Skills For Team Lead, Customer Care, Sales Resume

  • Good knowledge of multi-line phone system
  • Support Assistant Manager in retention and succession of team
  • Ensure all operational activities are managed and delivered to within guidelines and SLA timeframes to achieve KPIs using in house systems such as CRM and payment gateways
  • Personally handle serious complaints with confidence and conclusion
  • Compile feedback and present solutions to represent the voice of the customer and improve the customer journey and business operations
  • Liaising with internal departments such as finance, online prevention, distribution, legal, technical, retail operations to action case resolution and improvements
  • Customer Service experience in a Customer Care Center
6

Skills For Customer Care, Implants Team Leader Resume

  • Liaising with external business partners such as courier partners and payment providers
  • Responsible for safety and security of staff and facilities out of hours
  • Protect Brand reputation and assets, follow Brand Bible guidelines
  • Coaching and developing your team to ensure they take ownership and use their judgement to make decisions that are in line with the business objectives and priorities
  • Ensuring customers queries are answered with the aim of a first time resolution and are responded to within our agreed response time ensuring the best Customer Care experience is given
7

Skills For Customer Care Loan Team Lead Resume

  • Work with our Implementation Team to support testing new and existing Customer Care processes
  • Prepares documentation such as general reports on each team member’s performance documentation for the Section Manager
  • Ensures abandonment rates are under 6% each month
  • Closely monitors the development as well as continuous improvement of the entire team on a day-to-day basis
  • Handles escalated call, complaints, and questions as necessary

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