Team Lead-support Resume Sample

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Kyla Kreiger
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Work Experience


Team Lead Dealer Support
11/2016 - PRESENT
Detroit, MI
  • Model and support a ‘team’ culture through collaboration and consensus
  • Supervises, coordinates and directs the work activities of assigned employees
  • Utilizes employee training matrix to determine assignments to process areas required
  • Assists in training methods of employees in tasks and/or equipment operation
  • Receives and/or arranges in-plant transfer of materials or incoming parts, supplies, etc. for stock to meet production or other schedules
  • Adheres to work procedures as established
  • Assigns work to maximize production, efficiency and quality levels
  • Periodically examines product for conformance to specifications and quality standards
  • Monitors line process procedures for continual improvement of quality output
Team Lead-sales Support
09/2010 - 09/2016
San Francisco, CA
  • Assume responsibility for the results (KPI’s, SLA’s) of your assigned product teams, including adherence to all support delivery processes
  • Manage and coordinate the workflow for the team, ensure appropriate staffing
  • Identify areas where process improvement is needed and assist in the development and implementation of improvement plans
  • Researches and resolves internal and external partner inquiries, issues and problem situations via telephone, fax, instant message and e-mail inquiries
  • Resolve escalated calls and critically time sensitive problems
  • Build and enhance strong relationships with Bank/Business Partners and Sales Representatives
  • Excellent problem solving and problem resolution. High sense of urgency in resolving issues
Team Lead, Customer Support
04/2008 - 04/2010
Dallas, TX
  • Analyze and identify trends or recurring problems. Communicate findings to Sales Support VP, Sales Management and Sales Training. Assist in resolution of problems
  • Ensure quality standards are met and maintained
  • Processes feedback and complaints
  • In a call center environment and/or customer service experience
  • Experience in the mortgage industry
  • Ales experience
  • Proven customer service skills and the ability to resolve problems and prevent customer dissatisfaction while ensuring quality standards are met
  • Exceptional analytical and problem solving skills and an ability to think quickly under pressure
  • Commitment to meeting the expectations and requirements of internal and external customers with a good sense of urgency

Education


University of Phoenix - Vancouver Learning Center
2003 - 2007
Engineer's Degree in Management

Professional Skills


  • Expert and in depth knowledge of the EI platform’s multiple technologies and a solid knowledge of the organization’s other technical environments and supported applications
  • Strong verbal and written communications skills including
  • Excellent English verbal and written skills and the ability to communicate with customers and staff at all levels
  • Proven experience of strong relationship management and stakeholder engagement
  • Excellent verbal and written communication skills and good telephone techniques
  • Understanding of MS Office Suite with intermediate technical and computer skills; ability to navigate quickly within various computer programs
  • Superior leadership, organization, and planning skills

How to write Team Lead-support Resume

Team Lead-support role is responsible for microsoft, database, credit, training, integration, procurement, recruiting, shipping, trading, planning.
To write great resume for team lead-support job, your resume must include:

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

Contact Information For Team Lead-support Resume

The section contact information is important in your team lead-support 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 Team Lead-support Resume

The section work experience is an essential part of your team lead-support 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 team lead-support responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular team lead-support position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Team Lead-support resume experience can include:

  • Able to communicate effectively over the telephone and in writing using courtesy and correct grammar.
  • Program management experience of both new and existing programs
  • Experience managing service desk and desktop support functions
  • Demonstrated ability to look for ways to improve and promote quality
  • Experience in a logistics or supply chain customer support role
  • Probing and responding rapidly/accurately to all inbound calls, emails, faxes, and written correspondence

Education on a Team Lead-support Resume

Make sure to make education a priority on your team lead-support resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your team lead-support 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 Team Lead-support Resume

When listing skills on your team lead-support 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 team lead-support skills:

  • Able to function effectively in rapidly changing, high-pressure environments and continually improve personal performance and demonstrate best practices.
  • Effectively communicates and manages change in operating procedures and processes to ensure staff understanding, retention and appropriate execution
  • Experience of working within a project environment with a proven ability to lead a team and work on their own initiative to deliver optimum business solutions
  • Prior experience with using SAP
  • Working well and concentrated under pressure, able to prioritize
  • Knowledge of creating and documenting standard operating procedures. Experience supporting the identification and implementation of work process improvements

List of Typical Experience For a Team Lead-support Resume

1

Experience For Team Lead-sales Support Resume

  • Lead team of Document Coordinators in Daily Tasks of Distribution
  • Hold team accountable for productivity and quality of work
  • Respond to all escalations in a timely and accurate manner
  • Monitors a team of approximately 30 customer support representatives
  • Provides consistent, balanced and timely performance feedback on customer support performance as relates call and case audits
  • Applies timely performance management standards and processes
  • Day to day customer escalations management
  • Responsible for mentoring, motivating, coaching and leading a team of customer service professionals, ensuring member satisfaction for all of our clients, helping to establish best practices and maintaining quality control
2

Experience For Team Lead Dealer Support Resume

  • Creates and manages the workflow schedule
  • Communicates clearly in verbal and written formats
  • Clearly assigns responsibility/accountability for work
  • Ensures that the plans for the day and / or potential “challenges to success” are communicated to all members of the team
  • Develop, coach, reinforce and manage operational standards, policies, procedures
  • Flexible work schedule to accommodate to a 24/7, 365 environment
  • Delivers first class customer support by
3

Experience For Team Lead, Support Resume

  • Responds to general product inquiries
  • Maintains a general knowledge of all product brands
  • Schedules service calls via
  • BSH Factory Service Engineers
  • BSH Authorized Servicers through Service Power
  • Guide customers to a third (3) party service provider, when Service Power is not applicable
  • Properly identifies, orders, and sells spare parts
  • Issues special service authorizations ( ESA’s)
4

Experience For Team Lead, Customer Support Resume

  • Submits product exchange requests ( AR's)
  • Submits and process product pro-rates
  • Processes credit card transactions for part sales and BSH Service Engineers C.O.D calls
  • Leadership – Supervise, guide and direct day-to-day activities of the customer support team in accordance with the area of business responsibility
  • Problem Solving — Partner with the team to proactively identify potential issues, consider alternative solutions, and take corrective action to resolve problems
5

Experience For Support Service Team Lead-propel Resume

  • Continuous Improvement – Seek opportunities for improvements with the team and lead the execution of improvements. Communicate the changes to external and internal customers. Creates reports and assigns special projects. Maintain department productivity metrics / dashboards and lead daily team huddles
  • Technology — Identify, improve, and implement/test new processes to meet changing business requirements
  • Communication and Teamwork —Support the communication of new policies and procedures to internal and external customers as they arise. Help lead team/department meetings with the Customer Support Manager
  • Customer Advocate — Serve as a liaison between external customers and internal functions to ensure customer satisfaction
  • Demonstrated effective communication, interpersonal, and conflict management skills with the ability to provide constructive feedback and coaching to team members and to represent the company internally and externally
6

Experience For Curative Support Work Flow Team Lead Resume

  • Adapt to changing circumstances and resolve problems in a fast-paced environment, with the ability to successfully coordinate and handle multiple tasks/activities simultaneously
  • Learn the daily responsibilities of the Customer Support role and effectively train others to execute day-to-day activities for customer segments within the supported business
  • Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
  • Strong detail orientation and business/math acumen, including ability to think critically, analyze problems, and advocate for fact-based solutions
  • Experience managing team members to meet or exceed goals and Key Performance Indicators
  • Supervisory experience in a call center environment
  • Experience in volume analytics and workforce management
  • Quality Monitoring coaching sessions after monitored calls
  • Ensure team members stay on track with assigned tasks using InTouch and Pipkins reports
7

Experience For Contact Center Team Lead-servicing Support Resume

  • Verify bugs submitted by their team before forwarding the bug to development
  • Escalate bugs to the Defect Tracking Specialist
  • Provide training to team members as directed by the Customer Support Manager
  • Establish positive working relationships with both internal and external service providers
  • Willingness to pursue a Lean Six Sigma (Orange or Green Belt) or Lean Specialist certification
  • Accept escalated phone calls, chat sessions and emails from Customer Support Specialists
  • Reroute tasks as needed to resolve issues such as high wait times
8

Experience For Support Center Team Lead Resume

  • Help answer phone calls if phone call volume spikes
  • Communicate changes and/or new policies to their team
  • Perform 1 on 1 meetings with direct reports monthly
  • Writes clearly and effectively for a variety of situations, including, but not limited to: performance evaluations, disciplinary write ups, bug submissions, and answers to client inquires
  • Serve as a subject matter expert in the area of service and support for internal clients
9

Experience For Team Lead-eq Cash Trade Floor Support Resume

  • Mentor service desk agents and junior level support management personnel
  • Build relationships with key clients in the various business units and develop a foundation of trust
  • Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates. This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead
  • Directly work escalated tickets and normal incoming volume, particularly on days where peak volume/peak seasons necessitate
  • Be available to assist their team as needed with case escalations, customer escalations, and process/workflow guidance
  • Calculate pay and deductions for manual payments (checks, wires, and EFT’s) in relation to missing hours, pay advances, and refunds for Healthcare Professionals
  • Analyze the department’s people, processes, and tools and can see opportunities for synergy and integration using the lean six sigma philosophy in order to remove waste and increase accuracy
10

Experience For Are you our new Team Lead for Business Support Resume

  • Mail center experience
  • Submits check requests
  • Typical Office Work
  • Staffing, Training, and Development – Participate in selecting high quality talent for the CS team. Ensure training of team members to independently execute responsibilities for all customer segments within the specified business. Provide feedback and coaching to the customer support team in support of their ongoing development. Provide feedback on team performance for Performance Management

List of Typical Skills For a Team Lead-support Resume

1

Skills For Team Lead-sales Support Resume

  • Microsoft Office (Excel, PowerPoint, Word, Outlook) advanced user skills
  • Experience in leading a team and handling people issues
  • Team Lead or Management experience in a technical support center
  • Experience in software development, preferably 1-2 years at ESI or in the PBM industry
  • Experience in customer support or sales
  • Excellent knowledge of MS Office (in particular MS Word, MS Excel, MS Outlook)
  • Leadership and/or management experience
2

Skills For Team Lead Dealer Support Resume

  • Effective relationship management with all organizational levels as well with clients and external providers
  • Sets short-term priorities, monitors all activity, and ensures timely and accurate completion of work
  • Works to achieve all goals, targets, and objectives with consideration to efficiency and cost effectiveness.
  • Demonstrates willingness to learn through accepting new projects and assignments as needed.
  • Call Center Workforce Management experience
3

Skills For Team Lead, Support Resume

  • Working knowledge of SoX control framework
  • Providing “one call resolution” service
  • Handling escalated calls, issues, or special requests from designated email boxes when necessary
  • 20 lbs" datavalue="Requires repeated bending and lifting >20 lbs"> 50 lbs" datavalue="Requires repeated bending and lifting >50 lbs">
  • Has ability to drive team results through coaching/developing/mentoring
4

Skills For Team Lead, Customer Support Resume

  • Flexibility and ability to and deliver in demanding and changing circumstances
  • Possesses a tested methodology for assessing and managing service operations
  • Supports senior executives, trading floors and Marketing area
  • Ability and willingness to work the varying shifts including evenings and weekends
  • Process customers’ orders from order entry to sending shipping confirmation
5

Skills For Support Service Team Lead-propel Resume

  • Monitor and improve team performance, providing leadership, and coaching and performance management in collaboration with the manager
  • Advanced understanding of LOB’s business initiatives and their dependencies on technology
  • Decision making under difficult circumstances
  • Availability to work evening/night shift hours
  • Basic exposure to and understanding of core systems and databases
  • Gift matching, volunteer for vacation program, and endless community involvement opportunities
  • Named to Forbes’ Fast Tech 25 and Fortune’s Change the World List; we are growing and offer incredible opportunity for advancement
  • Tremendous company culture and office perks as well as a new cutting-edge new headquarters completed in 2018
  • Contact Center Supervisor Training and Certification or other similar certifications
6

Skills For Curative Support Work Flow Team Lead Resume

  • Communication of customers’ needs with regards to current and upcoming orders to the other departments of the company
  • Identify training and development needs for the team and continuously grow the team’s performance
  • Ensures a positive work environment, and support continuous learning workshop
  • Support call queue by taking calls when required to manage the call queue and customer expectations
  • Ensures confidentiality and appropriate use of customer information according to the confidentiality policy
7

Skills For Contact Center Team Lead-servicing Support Resume

  • Creates marketing scripts and submits literature requests
  • Illustrates advanced knowledge of the Bank’s technology standards, guidelines, and processes
  • Able to work additional hours as necessary
  • Moderate noise / office atmosphere
  • Highly Motivated Team Player and leader
  • Professional with a drive to succeed, who can directly and positively influence others to thrive as individual successful leaders in today’s competitive market
8

Skills For Support Center Team Lead Resume

  • Positive approach to change and ability to promote new ideas/innovation
  • Develop, execute and track support center improvement programs
  • Proven ability of gathering information from a range of different sources and in a number of different ways, e.g. data collection, interviews, meetings, review of processes, manuals, documentation review
  • Customer service focus and comfort with high touch client facing support environments
  • Quality assurance and monitoring of a service function
  • Flexible to accommodate time-zones as teams are geographically dispersed and support activities are 16 7 and manage different shifts and weekend support
  • Develops and executes plans to implement highly complex changes to the bank’s mission critical systems
9

Skills For Team Lead-eq Cash Trade Floor Support Resume

  • Efficient, reliable and organized
  • Certification in Level 1 and Level 2 Customer Support at MINDBODY
  • Demonstration of MINDBODY software, and company knowledge
  • Familiarity with industry best practices and tools as it relates to service and support
  • Identify and address client needs and issues
  • Supervise, coach, facilitate, solve work problems, and participate in the work of the team
  • Coordinates meetings with staff and supported business units to discuss project requirements, impediments, needed resources or issues/delays in completing the task
10

Skills For Are you our new Team Lead for Business Support Resume

  • Experience a TPM/technical, manufacturing environment
  • Actively promote learning among the team and works cooperatively with others to identify and overcome obstacles.
  • Demonstrates willingness to learn and improve skills through openness to constructive feedback, active participation in training and ready implementation of new processes and procedures.
  • Responds appropriately in a work environment, escalating concerns through acceptable channels, and resolving outside concerns that interfere with productivity
  • Arrives to work on time with no unscheduled absences

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