Call Center Team Leader Resume

Call Center Team Leader Resume

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Professional Summary

An experienced call center professional with over 10 years of expertise in customer service and team management. Proven track record of leading teams to success by enhancing performance, driving productivity, and ensuring high customer satisfaction. Adept at conflict resolution, analytics, and team motivation, with a focus on delivering outstanding results in high-pressure environments. Seeking to leverage these skills in a Call Center Team Leader role to optimize call center operations and exceed company goals.

Skills

  • Leadership: Strong ability to lead, motivate, and manage diverse teams to drive performance and achieve goals.

  • Communication: Excellent verbal and written skills for clear communication with teams and customers.

  • Problem-Solving: Skilled at identifying issues and implementing solutions to enhance efficiency and service delivery.

  • Time Management: Efficient in prioritizing tasks and handling multiple projects in fast-paced environments.

  • Customer Service: Deep knowledge of best practices to ensure exceptional customer experiences and satisfaction.

  • Data Analysis: Proficient in analyzing metrics to improve KPIs and drive performance improvements.

Work Experience

Call Center Supervisor | WinGroup, Seattle, WA 98101| January 2060 - Present

  • Led a team of 20 customer service representatives, overseeing daily operations, scheduling, and performance tracking.

  • Implemented strategies to boost customer satisfaction and streamline workflows, resulting in a 25% increase in customer retention rates within the first year.

  • Conducted regular training sessions, coaching, and performance reviews to ensure the ongoing development of team members.

  • Utilized data analytics to assess team performance and identify areas for improvement, leading to a 30% reduction in average handling time (AHT).

  • Collaborated with senior management to align team objectives with company goals, contributing to a 15% increase in overall call center efficiency.

Senior Customer Service Representative | ViGlobe, Atlanta, GA 30301 | June 2057 - December 2059

  • Played a key role in daily team operations by handling escalated customer calls and resolving complex issues promptly.

  • Partnered with call center leadership to develop and implement service improvement initiatives, resulting in a 20% improvement in first-call resolution rates.

  • Assisted in mentoring new hires, ensuring smooth onboarding and high-quality service delivery from the outset.

  • Received multiple accolades for outstanding customer service, including recognition for consistently meeting or exceeding performance targets.

Education

Bachelor of Arts in Communication | ZenExa University, Denver, CO 80202 | Graduated: May 2057

Relevant Coursework:

  • Interpersonal Communication: Focused on effective verbal and non-verbal communication strategies.

  • Conflict Resolution: Techniques for managing and resolving disputes in professional settings.

  • Organizational Communication: Studied communication dynamics within teams and organizations.

  • Leadership and Team Building: Explored leadership theories and practical team management skills.

  • Customer Relations: Emphasized strategies for building and maintaining strong customer relationships.

Certifications

  • Certified Call Center Manager (CCM) – International Customer Management Institute (ICMI)

  • Customer Service Leadership Certification – American Management Association (AMA)

  • Certified Customer Experience Professional (CCXP) – Customer Experience Professionals Association (CXPA)

  • Advanced Call Center Operations Certification – Call Center School

  • Six Sigma Green Belt Certification – Six Sigma Institute

Achievements

  • Best Team Leader Award (2053): Recognized for outstanding leadership and team performance at WinGroup, leading to a record-high customer satisfaction score of 98%.

  • Achieved the lowest average handling time in the region for four consecutive quarters from 2051 to 2053, contributing to an increase in overall customer retention.

  • Instrumental in launching a new customer feedback system, which led to a 30% increase in actionable insights and improved service delivery.

Additional Information

  • Proficient in CRM software and tools such as Zendesk, Salesforce, and Freshdesk, with advanced capabilities in reporting and analytics.

  • Fluent in English and Spanish, enabling effective communication in multilingual customer service environments.

  • Experienced in implementing call center automation tools, leading to a 40% reduction in manual processes and enhanced operational efficiency.

References

Available upon request.


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