Customer Service Team Lead

Robert O’Neil Wells

Knightdale, NC, USA **********@*****.*** 1-919-***-**** in/robertoneilwells

SUMMARY

- Dynamic leader with over a decade of experience in customer service management, team leadership, and operational excellence. - Proven track record of enhancing team performance, driving sales, and improving customer satisfaction through effective coaching, mentoring, and strategic planning. - Skilled in leveraging technology to streamline processes and achieve business objectives. - Passionate about developing talent and fostering a culture of continuous improvement. EXPERIENCE

Customer Service Coach/ Team Lead

Foundever (formerly Sykes/Sitel) June 2022 - December 2023, remote (WFH) - Knightdale, NC

• Led a team of customer service representatives, enhancing call professionalism

• Developed team skills, opening promotional opportunities

• Ensured key performance metrics consistently met

• Managed metric goal reporting and communication

• Proficient in MS 365, UKG, VPN, Citrix, and other software tools

• Addressed client and campaign issues promptly

Supervisor

O2 Fitness March 2021 - April 2022, Wake Forest, NC

• Oversaw recruitment and supervision of staff across multiple departments

• Enhanced member experience and facilitated new memberships

• Managed staff schedules within budget

• Conducted training to boost club performance

• Handled member concerns efficiently

• Maintained inventory and boosted merchandise sales General Manager

Anytime Fitness August 2011 - February 2021, Youngsville, NC

• Led recruitment and staff supervision

• Executed promotional materials monthly

• Generated sales through various channels

• Assisted new members with sign-up

• Maintained gym cleanliness and equipment condition

• Managed gym expenses and payroll

NASM Personal Trainer

Anytime Fitness August 2010 - February 2021, Youngsville, NC

• NASM Certified Personal Trainer

• Specialized in adult and child CPR certification Entertainment Management Services

Boomerangrocks.com June 2003 - April 2014, Knightdale, NC

• Managed event booking, scheduling, and organization

• Led marketing and promotion of entertainment services

• Maintained and set up related equipment

• Developed and maintained social media presence

Help Desk / Call Support Specialist

GE Capital Mortgage Insurance, Corp. March 1999 - January 2002, Raleigh, NC

• Provided software and hardware support

• Troubleshot a wide range of IT issues

• Proficient in various software and remote access tools

• Documented procedures and trained employees on Help Desk applications EDUCATION

General Studies • Wake Technical Community College • 1995 High School Diploma • Apex Senior High School • 1979 Personal Training • National Academy of Sports Medicine CERTIFICATES

NASM Certified Personal Trainer

National Academy of Sports Medicine • July 2010

Certified CPR-Adult, Child, and Infant

American Red Cross • July 2010

SKILLS

Team Leadership Customer Service Excellence Performance Metrics Analysis MS 365 Proficiency CRM Software Utilization Staff Recruitment & Supervision Sales & Marketing Inventory Management NASM Personal Training Event Management Technical Support Troubleshooting

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