Customer Service Team Leader Resume

Albert Clemons

336 Golden Street

Miami, FL 33179

(555)-555-5555

[email]

Job Objective Searching for a Customer Service Team Leader position in which to use my management and interpersonal skills to their fullest potential.

Work Experience:

Customer Service Team Leader, August 2005 – Present

JPMorgan Chase & Co, Miami, FL

• Supervised technical troubleshooting and issue resolution.
• Coordinated with the End User Systems team on Asset Management and related policies and procedures.
• Implemented and maintained customer service delivery model that ensured high degree of customer satisfaction.
• Developed integrated procedures and systems.
• Monitored and measured customer satisfaction through surveys and other appropriate methods.
• Performed problem trend analyses and initiated action to improve policies, procedures, and technology standards.

Customer Service Team Leader, May 2000 – July 2005

Xacti Corporation, Miami, FL

• Generated monthly reports and distributed to appropriate internal customers.
• Provided updates to the CRM (Client Relationship Management) database.
• Participated in initiatives and responded to requests for help to contribute to team and department success.
• Evaluated and modified job posting content to maximize relevant exposure.
• Ensured support processes, documentation, and procedures are in place and tested for all new systems introduced.
• Promoted collaboration with the Technical Services Teams to enable total customer satisfaction.

Summary of Qualifications:

• Extensive experience in an IT customer service and helpdesk supervisory
• Sound knowledge of hands-on desktop support, troubleshooting and resolving hardware, software, and integration issues
• Deep knowledge of operations management and “people management”
• Wide knowledge of principles and processes for providing customer service
• Familiarity with customer needs assessment, quality standards for services, and customer satisfaction
• Proficient with Microsoft Office products
• Ability to recruit, hire, develop, mentor and motivate team members
• Strong listening and telephone skills

Education

Bachelor’s Degree In Computer Science, Oakland City University, Oakland City, IN