Customer Service Team Leader

MYRON L. GARRETT SR.

COMPENTENCIES

Outsourcing Customer Service Team Leader in:

Conflict resolution techniques

Meticulous attention to detail

Focused on customer satisfaction

Skilled multi-tasker

Team management

Training and development

Deadline orientated

Client relations specialist

Quality Service

Customer retention

Productivity

Time Management

ACCOMPLISHMENTS

As a contracted outsourcing Customer Service Team Leader, successfully maintained key relationships with clients. Successfully saving thousands of dollars for our client through relationships with vendors who could economically fulfill their needs; leading to 14 year contractual agreement.

WORK EXPERIENCE

Customer Service Team Leader Novitex Enterprise Solutions

2013-Present Chicago, IL

* Supervise & train Purchasing Coordinator, Receptionist, Mailroom and Shipping/Receiving Department.

* Interviewed, hired and trained new quality customer service representatives

* Effectively communicated with team members clearly defined expectations

* Resolve customer questions, issues and complaints. Addressed negative customer feedback immediately.

*Developed rapport with customer base by handling issues with professionalism.

* Meet with vendors to ensure our client is getting the best price for services provided (messenger services, office supplies & expedited mail).

* Light trouble shooting of copiers. Coordinate service calls for major issues and ensure they are completed by a designated time frame

* Complete monthly billing for copier usage.

* Provide detailed monthly reports and updates to Client Contact and Senior Management. Assist with quarterly business reviews.

* Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

* Perform duties and special requests as assigned by management

* Balance workload; provide guidance and direction to team; serve as focal point for communication with customer and company personnel

* Support financial results by minimizing site waste and rework

* Register visitors through Secure Software

Customer Service Team Leader Pitney Bowes Management Services 2000 - 2013 Chicago, IL

* Provided customer service for both C N A Insurance and United Way of Chicago

* Supervised & trained Purchasing Coordinator, Receptionist, Mail Room and Shipping and Receiving Department.

* Perform purchasing tasks

* Met with vendors and ensuring United Way of Metro Chicago is getting the best price for services provided(messenger, office supplies & expedited mail).

* Develop on-site manual to support employees in software training.

* Created training manuals targeted at resolving even the most difficult customer issues.

* Light trouble shooting of copiers. Coordinate service calls for major issues and ensure they are completed by a designated time frame. Responsible for all aspects of equipment; make appropriate equipment recommendations.

* Meet with the Client Contact to provide the status of projects and provide updates on resolutions to any discrepancies

* Complete large volume reports using excel and assisting manager with quarterly business reviews.

* Coordinate work for Customer Service Associates.

* Perform duties and special requests as assigned by management

* Balance workload; provide guidance and direction to team; serve as focal point for communication with customer and company personnel

* Ensure operating and quality standards are met based on service objectives

* Ensure the highest levels of customer care

* Ensure adherence to business guidelines, safety & security procedures

* Provide constructive feedback and recognition to team

* Support financial results by minimizing site waste and rework

Dock Operations Supervisor Cushman & Wakefield

1998-2000 Chicago, IL

* Supervised 15 employees in Shipping & Receiving for C N A Insurance

Dock Operations Customer Service Rep C N A Insurance

1996-1999 Chicago, IL

* Call center

* Delivered copy paper and parcels throughout the building

* Provided customer service for 7,500 C N A employees

SKILLS

Customer Satisfaction; Customer Service, Customer Care, Effective Listening, Management, Mail, Microsoft Office products, Organization, Problem Solving, Purchasing, Shipping and Receiving, Receptionist, Billing

EDUCATION

1993-1995 Robert Morris College Chicago, IL

Associates Degree-Computer Systems Specialist

1989-1993 Percy L. Julian High School Chicago, IL

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