Customer Support & Operations Team Lead Resume

David Mella

Customer Support & Operations Team Lead

Yonkers, NY

347-***-**** ***********@******.***

LinkedIn

Professional Summary

Customer Support and Operations Team Lead with 5+ years of experience leading high-performing teams in fast-paced, high-volume environments. Proven track record of improving customer satisfaction, meeting KPIs, and driving operational efficiency through coaching, performance analytics, and process improvement.

Core Skills

Team Leadership & Coaching • Customer Support & CX • Performance Analytics & Reporting • KPI, QA & SLA Management • Process Improvement • Zendesk • Salesforce • SAP • Gorgias • Shopify • Microsoft Office Professional Experience

Thryv — Team Lead, Fulfillment Analytics Supervisor Feb 2023 – Present - Audit fulfillment and operational performance to identify trends and improvement opportunities. - Lead onboarding, coaching, and performance management to consistently achieve KPIs. - Deliver actionable insights to leadership using performance data and reporting. Hire Horatio — Team Lead (Supervisor)

May 2021 – Feb 2023 - Supervised high-volume chat and email support teams. - Provided coaching and QA feedback to improve agent performance and CSAT.

Scotiabank GBS — Customer Care Supervisor

Mar 2020 – Apr 2021 - Led a team of 16 associates in a regulated financial services environment. - Improved service quality through structured training and continuous coaching. Education

Universidad Autónoma de Santo Domingo — Clinical Psychology (In Progress) Liceo Francisco Antonio Batista García — Technical Degree & High School Diploma 1