Team Lead Customer Service

Delia M. Alvarez

**************************@*****.*** 408-***-**** San Jose, CA

EDUCATION

San Jose State University, San Jose, CA Graduated: Spring 2012

Bachelor’s Degree in Sociology

Concentration, Social Interaction

Dean’s List: 3.5 GPA

San Jose City College, San Jose, CA Graduated: Spring 2010

Associate Degree in Behavioral Science

WORK EXPERIENCE

Target Corporation, Team Lead, San Jose, CA June 2016 – current

Closing Team Lead

Managed and built a team of 46 team members and leaders who are passionate and knowledgeable on exceeding customer service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery resulting in net positive customer surveys.

Demonstrated conflict resolution skills with team member customer interactions to de-escalate situations and provide service recovery.

Led a culture of accountability through clear expectations by listening, observing, and coaching to ensure the team’s performance was contributing to elevating sales 10-15% above forecast.

Developed and mentored business leaders using impactful talent management tools such as, weekly Business Unit Statuses that set goals and action plans that have led to the promotion of 2 leaders.

Responsible for mapping out daily goals as manager of 20-30 team members which consists of high-level executive decision making to ensure daily inventory assessments.

Utilize a tracking software system to monitor and manage the order pick-up and shipments throughout the fulfillment process.

Establish effective communication channels with teams and partners to ensure inventory management is successful.

SKILLS

Technical Skills: Outlook, Excel, Word

Knowledge of guest service fundamentals

Experience building a guest first team culture

Customer engagement: problem solving and resolution

Proficiency in retail business

Experienced in supporting business priorities and delivering service and sales goals

Familiarity with leading teams

Talent manager skills

LEADERSHIP

Americorps Program August 2007 – May 2009

Initiated and managed biweekly meetings to discuss logistics of program

Coordinated relationships with non-profit organizations to develop partnerships to educate groups about the Americorps program.

Worked alongside emergency services team at health and career fairs to spread awareness of how to prepare for natural disasters.

Contact this candidate