Customer Service Team Lead

Customer care team lead with *+ years experience in leading customer care to achieve an excellent customer experience. Outgoing and detailed oriented, priority driven to achieve company based metrics. Assisted in creating and maintaining a call quality program, assisted in on-going team training.

Experience

May 2015-present

Oct 2011 – Dec 2014

Oct 2010 – Aug 2011

Customer Care Team Lead

ESAB Welding Products

Asisted in development of team quarterly and yearly metrics.

Analyzed and presented daily order management metrics.

Analyzed and presented daily Customer Experience Metrics in facility wide meetings.

Handled individual one on ones to promote internal growth

Scheduled and ran Order Management Team meetings monthly.

Assisted in scheduling and planning full customer care team meetings to promote team building and growth

Warranty Manager

Animal Intrusion Prevention Systems

Prepared reports using Excel and Service CEO to track operations and financial data for company

Assistant to account receivables, Operations, and Sales technicians

Provide Solution to client problems

Managed technicians schedule, phone operations, and warranty situations

Prepared invoices

Set appointments over the phone, operated a ten line phone system

C

Customer Service Representative

Kohls Department Store

Balanced tills

Prepared and reconciled bank deposits

Resolved customer complaints

Maintained a balanced safe

Operated POS system

Processed customer orders

Education

Tarrant County Community College

2 years college, technical or vocational school

Major: Paralegal Studies

Minor: Business

Theodore High School, Theodore, Alabama

High School Diploma

Computer Skills

Typing Speed: 60 Words Per Minute

Accounting Software (Quickbooks)

Database Software (J D Edwards, SAP, Service CEO)

Data Entry Terminal (PDT, Mainframe Terminal, etc)

Phone Management (Cisco, Cisco Supervisor, Cisco Historical Reporting)

E-Mail Software (Outlook, Gmail, Yahoo, etc)

Internet Browser (Google Chrome, Internet Explorer, Firefox, etc)

Peripheral Devices (Scanners, Printers, etc)

Personal Computers

Presentation Software (PowerPoint)

Spreadsheet Software (Excel, Google Docs etc)

Word Processing Software (Word, WordPerfect, etc)

Dropbox

Additional Computer

Skills: Microsoft Office, J D Edwards System, SAP System, Cisco Phone Management, Service CEO, Quickbooks, Outlook, Drop Box, All internet browsers, Call Manager

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