Lead Customer Service Resume Sample

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Isaiah Nicolas
960 Schmidt Mission,  Dallas, TX
+1 (555) 218 0360

Work Experience


Lead Customer Service Rep
02/2017 - PRESENT
Houston, TX
  • To 2+ Years’ Experience
  • Provide superior customer service and exceed customer’s expectations (required)
  • Hiring preference is given to those with solid sales experience, at least six months to one year of supervisory and related field experience
  • Update SOPs and internal resources with latest AMS product features, customers’ FAQ
  • Handles customer service inbound and outbound telephone calls
  • Works with customers on a daily basis to sustain and improve business relationships
  • Soft collections via inbound and outbound calls or walk-in customers
  • Assists in the delivery and service process by addressing and correcting routing exceptions
Lead Customer Service Specialist
07/2010 - 09/2016
San Francisco, CA
  • Provides general administrative support by assisting in customer retention activities, reports, general filing and daily route paperwork
  • Strong time management and organizational skills with an attention to detail and ability to multi-task
  • Typing and data entry experience
  • One year experience as a Customer Service Specialist. One year experience in Revenue Cycle in a Hospital/Medical Office setting
  • One year of clerical, customer service, or administrative support experience in a highly customer-oriented organization
  • One year experience with basic keyboarding, personal computer use, and other office setting equipment
  • A health care provider in good standing with Medicare, Medicaid, and other federal and state health insurance programs, i.e. not excluded from participation in Medicare, Medicaid or any other federal or state
Operations Lead-customer Service
03/2007 - 02/2010
New York, NY
  • Handle customer requests, including providing production status, coordinating special instructions, and manage customer requests
  • Assists shop employees with customer-related questions or requests
  • Encourages shop employees to strive for operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to maximize results; serves as a role model in innovative thinking and process improvement
  • Manage schedule changes and conflicts with production leads and managers
  • Assist in rework disposition and flow into production
  • Coordinate truck deliveries, pick-ups, and new location points with drivers
  • Work, as necessary, at critical times to meet customer deadlines
  • Understand LMI pricing/quoting model to meet customer requests
  • Present to and consult with management on customer trends

Education


Indiana Wesleyan University - Dayton Education Center
2001 - 2006
Bachelor's Degree in Management

Professional Skills


  • Proven leadership skills to effectively develop, lead, inspire and motivate
  • Strong data analysis skills required
  • Pakistani language skills to cooperate closely with established channel partner
  • Demonstrated execution, delivering on commitments, proven track record of overcoming obstacles
  • Good facilitation and team-building skills
  • Problem-solving skills desired
  • Review skills gaps and make recommendations to Management.

How to write Lead Customer Service Resume

Lead Customer Service role is responsible for training, events, retail, finance, credit, database, security, shipping, payroll, analysis.
To write great resume for lead customer service job, your resume must include:

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

Contact Information For Lead Customer Service Resume

The section contact information is important in your lead customer service 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 Lead Customer Service Resume

The section work experience is an essential part of your lead customer service 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 lead customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular lead customer service position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Lead Customer Service resume experience can include:

  • Demonstrated experience with payroll administration and timekeeping procedures
  • Operate office equipment including personal computer, telephone, copy machine, adding machine, and Unicom/air to ground radio
  • Experience in business and finance report writing
  • Three or more years of experience working with customer service/exception management processes within the Electric Utility industry
  • Three or more years of experience working with Field and Device customer service field processes within the Electric Utility industry
  • Experience managing a multi-function service team

Education on a Lead Customer Service Resume

Make sure to make education a priority on your lead customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your lead customer service 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 Lead Customer Service Resume

When listing skills on your lead customer service 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 lead customer service skills:

  • A strong work ethic, good customer service skills, and a positive attitude
  • Foster strong long term customer relationships through establishing solid relationship and surpassing customer expectations on service delivery/performance
  • Proven Experience in a Service/Equipment Business
  • Documented experience analyzing data and researching and assembling information related to licensing and accounts payables and receivables
  • Documented experience in working both as an active and contributing team member as well as independently
  • Customer service experience analyzing and solving customer problems

List of Typical Experience For a Lead Customer Service Resume

1

Experience For Lead Customer Service Rep Resume

  • Experience in batch chemical manufacturing
  • Diffusing escalated patient/provider calls
  • Participates in interviewing, training, and hiring new employees
  • Resolves work related issues, or assists employees in solving work related issues
  • Looks for process improvement opportunities and presents corresponding proposals
  • Assist customers with requested services such as fuel, catering, hangar space, hotel accommodations, ground transportation, etc
  • Ensure the security of passengers, crew, visitors, and vendors entering the terminal and/or the AOA
2

Experience For Lead Customer Service Specialist Resume

  • Act as liaison with venders, i.e., limo service, catering, taxis, rental cars, etc
  • Provide training and assistance to Customer Service Representatives and other personnel
  • Responsible for meeting airworthiness, reliability and production orientated KPIs to ensure safety, customer capability and GE performance targets are met
  • Works closely with Scheduling Department to understand production forecast and notify customer base of all production changes
  • Willig to work on varying shifts/schedules
  • Technical understanding of gas engines
  • Service & customer facing background, ideally from a gas engine business
  • Handle multiple challenges, working in a remote environment
  • Innovative thinking to drive continuous improvement
3

Experience For Lead Customer Service Manager Resume

  • Serve as the intermediary for customer credits and corrective actions
  • Understand LMI’s quality standards and strive to meet and exceed customer expectations
  • Practice LMI behaviors. Adhere to protocol for quality, on-time delivery, and safety
  • Manage time appropriately so that production schedules are met
  • Respond quickly to inquiries and follows up, as needed
4

Experience For Operations Lead-customer Service Resume

  • Embrace change to ensure overall success of the company
  • Available to assist with telephone inquiries when members request to speak with supervisor
  • Ensures staff members are adequately trained and are competent to perform all required job tasks
  • Participates, facilitates or leads teams, including cross-departmental teams to improve Customer Service quality and service to members (i.e., QI teams, member orientation teams)
  • Recommends and initiates various personnel actions including but not limited to hiring, performance appraisals, disciplinary actions, and promotions; make work assignments and review and edit work of direct reports. Ensures staff members are adequately tr
  • Reviews claims reversals of new staff that have been with the Customer Service department under 6 months to ensure dollar limit thresholds are being met and that the claims reversal forms are filled out correctly
  • Serves as a key resource and support to the Customer Service Manager in providing information and feedback regarding the performance of individual representatives through monthly call monitors, attendance and tardiness records, and completing and administering monthly and yearly performance reviews
  • Partners with other business units such as Pharmacy, Clinical Hub, Account Management, etc., to ensure delivery of quality and timely customer service
  • Implements/deploys operational enhancements to optimize team performance, and to increase customer satisfaction
5

Experience For Senior User Research Lead, Customer Service Resume

  • Reviews call analysis with Manager & Director
  • Participates in call calibration sessions
  • Monitors performance of Customer Service Representatives to ensure technical accuracy, demeanor, and adherence to Company policies and procedures
  • Bill customers for services rendered
  • Recommends corrective action to adjust customer complains and address service irregularities
  • Comply with Company policies and procedures related to customer service standards, ramp, safety, and security procedures
  • Communicate with customers via telephone, fax, face to face, e-mail, ConciAir System, Unicom/air to ground radio
  • Maintain and stock information, materials, and amenities in the customer service areas
  • Serve as a resource on all customer service matters
6

Experience For Device & Field Process Sub Lead-customer Service Replatform Resume

  • Regularly stand and walk, use hands to finger, handle or feel; reach with hands and arms; and talk or hear
  • Apply concepts of basic math to calculate figures and amounts such as discounts, precentages, area, and volume
  • Monitor and analyze key call center metrics, escalate issues to manager.
  • Manages production flow to ensure all production orders are done right and on time
  • Sets up complex orders and performs multiple tasks at the same time
  • Ensures communication among shifts
  • Coordinates pick-up and delivery of customer orders
7

Experience For Lead Customer Service Representative Food Care-nsee Resume

  • Collates, sorts and organizes customer orders
  • Assembles parcels and prepares goods for shipping by wrapping items in insulation, inserting items into shipping containers, weighing packages, and affixing labels to parcels
  • Performs all job functions of the Registration staff, including but not limited to, insurance verification and scheduling. Maintains proficiency and knowledge in all areas of Registration
  • Analyzing technical risks and mitigation development to promote airworthiness and reliability
  • Respond to customer inquiries, resolve complaints with care and maintain documentation
8

Experience For Group Lead, Customer Service Resume

  • Collect information and prepare reports
  • Develop and deliver proactive and reactive maintenance awareness briefings
  • Lead investigations into technical events
  • Collate, analyse and report in-service field data to GE Aviation Project Engineering, for use in safety, reliability trending and component improvement development
  • Assist RAAF with fleet management solutions to optimise asset availability and maintenance efficiencies
  • Represent the RAAF F404-400 engine program in technical forums such as the Engine Structural Integrity Symposium
  • Travel to both foreign and domestic locations as required in support of the customer
  • Drive and coordinate collective efforts for GE Gas Engines Services (parts packages, upgrades & CSA and maintenance packages) in country
  • Drive change initiatives as required to improve efficiency and execute on business commitments
9

Experience For Case Management Business Process Sub Lead-customer Service Replatform Resume

  • Monthly report on activities, key issues and action plans to direct Manager
  • Works with the Product Line Specialists to create and maintain work procedures, manage work schedules and expedite workflow
  • At the direction of the Product Line Manager/Director, issues written and oral instructions to the Customer Relations Specialist Team. Approves Customer Relations Specialist Team's time off requests and timesheets
  • Interacts and coordinates with multiple resources in the division to resolve issues
  • Interacts with staff to remedy or address customer/distributor situations; participates in staff and/or plant meetings to resolve customer/distributor order problems; checks status of engineering documentation affecting customer orders; resolves accounting problems such as price discrepancies; credit, freight changes and short shipments
  • Promptly follows up on quotes and gains orders. This includes qualifying the opportunity, working with the customer to resolve any concerns, convincing the customer to buy our product, and working with internal resources to better position our proposal to win the order
  • Notes the reason for lost quotes, maintains won/lost reports, and recommends/makes changes to assure future opportunities are won
  • Provides accurate and timely responses to inquiries, questions, and customer escalations
  • Determine and/or obtain appropriate pricing strategy within guidelines and obtain necessary approvals; Obtain delivery lead-times and quote notes. Recommends changes to pricing or lead times
10

Experience For Lead Customer Service / Data Entry Reps Resume

  • Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represent the most direct access to all appropriate internal functions to support the customer
  • Suggest improvements in products, processes and procedures
  • Work together with high level people from the business and SPB and EB level
  • Specify needs, communicate about project approach and present outcomes of research done
  • Work on the basis of predefined contracts and frameworks
  • Meet NPS, Quality, Productivity and Attendance requirements
  • Ensure patient/provider satisfaction through: Maintaining accurate documentation, being responsible for any follow-up work needed for resolving and closing issues, and Identifying and resolving anticipated patient/provider issues to prevent future calls

List of Typical Skills For a Lead Customer Service Resume

1

Skills For Lead Customer Service Rep Resume

  • Demonstrated experience interpreting laws and regulations
  • Capability of intermediate excel skills
  • Experience in negotiating work scope and T&C with customers
  • Establish priorities & initiate problem solving techniques
  • Experience diffusing escalated customer calls
2

Skills For Lead Customer Service Specialist Resume

  • Hourly Rate $18.65 and up based on experience
  • Experience in system and process implementations across multiple organizations in the Electric Utility industry
  • Strong management and leadership capability
  • Relevant experience in pharmaceutical operations, quality assurance, water system management or related industry
  • Proven ability to compose narrative reports and correspondence
  • Experience with distribution, detailed order entry, and shipping
  • Experience in the Call Center Environment
3

Skills For Lead Customer Service Manager Resume

  • Desired: Pharmacy Technician experience
  • Operates the Point of Sale terminal (POS), handles financial transactions and makes change
  • Generally possesses 5 or more years' related, progressive experience
  • Provide ad hoc support across other GE products operated by the RAAF as part of a wider regional focus
  • Cooperate with Suppliers and Headquartes to identify and support growth strategies
  • Work together with local Operations Manager, Knowledge Center Manager, Service Sales and Black Belt to enhance business performance and customer experiences
  • Drive business results and manage excellent customer relationships within area of responsibility
  • Effective communications both internally (sales, SCM, PM and order management), as well as external customers
4

Skills For Operations Lead-customer Service Resume

  • Works closely with Production department for containerization priorities
  • Interact professionally with co-workers and vendors; understand internal customers; and strive to maintain good relations with others
  • Reviewing and processing correctly completed and compliant tax election forms based on guidelines provided
  • Reviewing and processing correctly completed and compliant direct deposit forms based on guidelines provided
  • Working and updating customer cases via a Customer Relationship Management Software to answer customer inquiries from the call center
  • Coaching and Mentoring others
  • Following-up with customers who have submitted incomplete or non-compliant paperwork, either by written correspondence or telephone
  • Outstanding customer/client focus
  • Re-issuing early pension option packages upon request to include potential system updates, generating, printing, stuffing and mailing those packages
5

Skills For Senior User Research Lead, Customer Service Resume

  • Provides customer service by determining appropriate shipping methods, informing customers of company products, services, routes, and rates
  • Ensures quality customer service is given to customers by providing packaging services, as well as offering information about company products and services
  • Offers assistance to customers by suggesting appropriate shipping methods. Maintains inventory of shipping supplies
  • Responsible for ensuring quality during and after production process
  • Follows FedEx Office standard operating procedures as well as adhering to legal, HR, safety and security policies and procedures
6

Skills For Device & Field Process Sub Lead-customer Service Replatform Resume

  • Maintain and deliver F404 Gas Turbine Troubleshooting Course to RAAF personnel, with the aim of instilling a proactive maintenance culture
  • Identify customer needs and help developing winning, customer centric strategies that integrate customer value creation, six sigma, lean and GE profitability
  • Deliver sales, contribution margin and cash according to an annual operating plan, broken down in quarterly blueprints
  • Plan, schedule and monitor CPFR (collaborative, planning, forecasting and replenishment) activities for key accounts
  • Analyze sales forecasting and planning process for key customers
7

Skills For Lead Customer Service Representative Food Care-nsee Resume

  • Read supply scheduling plan to maximize communication and planning
  • Participate in required training courses
  • Moderate traveling is required
  • Sales ability with a passion for the selling of print and digital products
  • Desire to learn and understand both the print and online advertising industry
  • Serve as escalation point for complex calls requiring advanced knowledge of all product lines
  • Assists in the training of center team members
  • Secondary responsibility for coordination of all shipping related services and activities, to include
  • Perform installed Gas Turbine engine troubleshooting
8

Skills For Group Lead, Customer Service Resume

  • Provide contractual, logistical and strategic business solutions for GE, based on analysis of RAAF fleet operations and evolving maintenance environment
  • Provide technical input for production planning with subcontractors to meet contract performance targets for F404 Engine fleet
  • Assure customers satisfaction and push to improve customer satisfaction/solutions focusing on productivity, cost control and on-time delivery when necessary
  • Assist to capture new opportunities by serving as a partner for Sales and Service Sales
  • Coordinates and/or provides training to new Customer Relations Specialist or as needed for current Customer Relations Specialist
9

Skills For Case Management Business Process Sub Lead-customer Service Replatform Resume

  • Checks accounting ledger and order postings for errors
  • Review open orders to assure products are being delivered in a timely fashion. Escalate issues to get product delivered to customers in a timely fashion
  • Work with DPS functions (including finance and fulfillment) to optimize processes & promote continued service excellence
  • Main point of contact for manufacturing site for all external order communication
  • Develops and updates critical order lists and communicates to Scheduling Department
  • Initiates training on customer service issues
  • Reviewing and processing pension election forms – validating they are correctly completed and compliant based on guidelines provided, and the required certifying documentation has been received to set up payments in PeopleSoft
  • Assist a Call Center Manager in delivering efficiency metrics, answering product-related questions and escalations, facilitating group meetings, and improving the customer & Teammate experience
  • Seven or more years of project management experience
10

Skills For Lead Customer Service / Data Entry Reps Resume

  • Experience in system and process implementations across multiple organizations of the Electric Utility industry
  • Seven or more years in project management experience
  • Medical, Dental and Vision Coverage
  • Life and AD&D Insurance, Voluntary Term Life and AD&D Insurance, and Long Term Disability Insurance
  • Knowledge of analytical methodologies and the chemistry of water that is relevant to customer needs desired
  • Articulate complex application solutions to a wide range of customers on a remote basis desired

List of Typical Responsibilities For a Lead Customer Service Resume

1

Responsibilities For Lead Customer Service Rep Resume

  • Single point of ownership for all technical and commercial issues between channel partners, end-users and GE DPS
  • Work with Service Sales to ensure attainment of financial goals
  • Maintain and improve customer satisfaction in the areas of productivity, cost control and on-time delivery
  • Work in close cooperation with New Units commercial team to ensure seamless customer service throughout project life cycle
  • Partner with the DP channel mgmt. team to continuously improve service excellence of our channel partners and develop strategic plans
  • Provides regular and critical analysis and communication with internal and external stakeholders on key performance indicators and order management and escalates issues as needed
  • Complete complex customer specific reports to meet ongoing needs, including weekly sales reports, promotional analysis, reconciliation of forecast versus actual and data infrastructure)
  • Participate in weekly sales and operation planning meeting to review sales, forecast and sell-through performance
2

Responsibilities For Lead Customer Service Specialist Resume

  • Maintain and evaluate KPI's (forecast accuracy, fill rate, etc.) and analyze variances initiating appropriate corrective action
  • Customer order process via EDI & Manual Order Entry- ability to handle high volume of requests with ease and the ability to address customers questions efficiently and accurately, as well as provide support to the team to resolve EDI issues with CNS support when required
  • Ensure purchase orders conform with LG corporate policy as well as pricing and work with the team to ensure they have followed all processes that were put in place. Having knowledge on how to resolve pricing issues once a chargeback has been issued
  • Work with team to ensure the issuing & analyzing the daily open order report to provide visibility to sales, customers and SCM team with estimated order fill dates. Work on all inaccuracies prior to it being sent out to our internal and external customers
  • Work with SCM/PSI team on Inventory to fulfill orders, and LTI’s (long term inventory) provide quick response to customer/consumer needs in order to maximize customer satisfaction. Provide allocation and support to all team members internal and external
  • Process direct order simulations. For LOWES, Almo and BBY. Provide open communication and tracking for direct orders in a timely manner to the Sales business. Knowledgable with Direct FAP Tool
  • Understand operational efficiencies; by using best practices; analyze data and process ;identify areas for improvement and implement change to enhance customer expectations
  • Work with management by being involved in day to day team activities, interacting with the team memebers
3

Responsibilities For Lead Customer Service Manager Resume

  • Return Authorization process with reverse logistics and delivery company and approve returns by analyzing root causes of returns, reconcilaiton of chargebacks with AR team with a fast turn around time
  • Support Conference Calls with Call Center (Concentrix and CNS) to support all tier 2 calls and colloborate with manager to resolve issues and support
  • Advanced knowledge in Excel is required
  • Directs communication to both internal and external customers for order status, modifications, and escalations
  • Develops, tracks, and reports customer orders for key accounts
  • Develops and implements approved process and/or operational improvements
  • Coordinates unit activities with other functions
4

Responsibilities For Operations Lead-customer Service Resume

  • Develops company wide customer service policies, programs and procedures
  • Works closely with Logistics department to communicate logistical delays
  • Leads and coordinates workload for 1-3 direct reports
  • Investigates and addresses customer concerns
  • Maintains ‘open orders report’ to ensure report accuracy
  • Demonstrated experience performing tasks associated with a fast-paced office environment to include, but not limited to operation of a multi-line telephone system, mail processing, and in-person customer support and assistance
5

Responsibilities For Senior User Research Lead, Customer Service Resume

  • Knowledge of Microsoft Office Suite to include, but not limited to Word, Excel, Outlook, Publisher, Access, etc., Internet, and e-mail software
  • Proficiency in the Microsoft suite of productivity applications such as Word, Excel, Outlook, Access and well versed with a variety spreadsheets and database management
  • Technical background and commercial experience
  • Relevant industry experience, preferably in Services
  • Ideally, with experience with iCam
  • Establish strong long term relationships with customers
6

Responsibilities For Device & Field Process Sub Lead-customer Service Replatform Resume

  • Highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
  • BriovaRx Specialty Patient Care environment
  • Knowledge of Microsoft Office including Microsoft Word (editing and creating documents), Microsoft Excel (sorting, filtering, editing and saving spreadsheets), Microsoft Outlook (creating and storing emails), and Microsoft PowerPoint (editing slides)
  • Certified green- or black belt
  • Interact at different levels of an organization
  • 13200 Baypark Road

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