Customer Service Team Lead

Emily Hare

Customer Service Team Lead Data Analyst WFM Specialist

Phone: 717-***-****

Email: *****.********@*****.***

Address: *** ********* **, **** *****, PA 17370

LinkedIn: linkedin.com/in/emily-hare-5379b92a7

Professional Summary

Results-driven Customer Service Team Lead with 8+ years of progressive experience managing high-volume contact centers and driving operational excellence through data analysis. Proven track record of leading teams of 90+ representatives, implementing WFM strategies, and leveraging analytics to improve customer satisfaction and operational efficiency. Expert in Five9, Salesforce, and workforce management with strong capabilities in forecasting, scheduling, and performance optimization.

Core Competencies

Leadership & Management

Team Leadership (90+ direct reports)

Project Management & Process Improvement

Training Development & Delivery

Hiring & Onboarding

Analytics & Reporting

Data Analysis & Visualization

SQL & Advanced Excel

Performance Reporting & Forecasting

Root Cause Analysis

Workforce Management

Forecasting & Scheduling (Inbound/Outbound)

Resource Planning & Optimization

Time-Off Pool Management

Coverage Analysis

Technology & Platforms

Five9 (Campaign Creation, Disposition Management)

Salesforce CRM

Qualtrics Survey Platform

Verint Quality Management

Magento E-commerce

Microsoft Office Suite

Education & Certifications

Red Land High School – Pennsylvania – 8/2010 to 6/2014

CNA Certificate - Cumberland Perry Area Vo-Tech - 8/2011 to 6/2014

Five9 Inbound Voice Certification – 10/2024

Five9 Outbound Voice Certification – 10/2014

Professional Experience

Team Lead/Analyst Rite Aid Corporation

February 2023 – Present

Lead and mentor a team of 90 Customer Service Representatives across phone, chat, and email channels

Develop and deliver comprehensive training programs for new hires and ongoing skill enhancement

Manage workforce forecasting and scheduling to ensure optimal coverage during all contact periods

Oversee department reporting and analytics, delivering actionable insights to senior leadership

Administer and optimize multiple platforms including Salesforce, Qualtrics, Verint, and Five9

Drive continuous improvement initiatives resulting in enhanced customer satisfaction scores

Streamline onboarding processes, reducing time-to-productivity for new team members

Customer Service Representative II Rite Aid Corporation

December 2016 – February 2023

Delivered exceptional customer service across multiple channels, handling 50+ daily interactions

Managed special projects including Better Business Bureau case resolution and Rewards Program expansion

Conducted data analysis on case reports to identify trends and improve departmental efficiency

Processed complex returns, damage claims, and missing item investigations

Collaborated with IT to troubleshoot system issues and implement permanent solutions

Maintained detailed documentation for Ethics Line cases and high-priority customer concerns

Supported online catalog management and product setup for e-commerce platform

Pharmacy Technician Rite Aid Corporation

September 2015 – December 2016

Assisted pharmacists in accurate medication dispensing, including measuring, packaging, and labeling

Provided exceptional patient service by addressing inquiries and resolving medication-related issues

Utilized pharmacy management systems for data entry, record updates, and report generation

Maintained compliance with pharmaceutical regulations and safety protocols

Manager Antonio's Pizzeria

March 2011 – August 2015

Supervised team of 6-10 employees, effectively delegating tasks and ensuring project completion

Managed daily operations while maintaining high standards of customer service

Developed leadership skills in fast-paced, customer-focused environment

Key Achievements

Successfully led team of 90+ representatives with consistent performance metrics

Implemented data-driven scheduling improvements, optimizing workforce utilization

Developed training programs that reduced onboarding time and improved retention

Managed multi-platform technology stack supporting high-volume customer operations

Demonstrated expertise in both operational leadership and analytical problem-solving

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