Customer Service Team Lead

Sherry Hogan, Customer Service Representative

South Beloit, 815-***-****, ********@*****.***

SUMMARY Dedicated Customer Service Team Lead with 5+ years of experience in fostering client relationships and resolving issues across phone, email, and chat. Proven ability to mentor teams, reduce inquiries by 20% through knowledge base implementation, and achieve a 95% customer resolution rate. Skilled in Zendesk, Salesforce, and CRM software, with a strong aptitude for persuasive communication and maintaining professionalism. Eager to leverage extensive customer service expertise to enhance client experience and support operations at School Result.

WORK EXPERIENCE

Customer Service Team Lead

Intuit Tax Service

2023 – Present

Engaged with customers via live chat, email, and phone to foster strong relationships and ensure satisfaction before concluding interactions. Collaborated with cross-functional teams, including product development, quality assurance, and technical support, to escalate complex issues, identify trends, and provide feedback on product improvements and customer pain points.

Developed and implemented circulation policies and procedures to ensure smooth operations and excellent customer service while mentoring new employees on procedures and policies to maximize team performance, resulting in a 20% reduction in common support inquiries through the implementation of a knowledge base.

Customer Service

CVS

2024 – 2025

Provided prompt and courteous assistance to customers via phone for customer care issues, prescription status, complaints, and account management tasks.

Documented all customer interactions and issue resolution steps using company software.

Customer Service Specialist

Kenco Logistics

2018 – 2024

Delivered prompt and courteous assistance to customers via phone, email, chat, and remote desktop support for software-related inquiries, technical issues, and account management tasks, maintaining a customer resolution rate of 95% over tenure.

Documented and tracked customer interactions and issue resolution steps using CRM software and ticketing systems, ensuring accurate record- keeping and follow-up to maintain customer satisfaction and retention. Provided cross-functional support and served as Subject Matter Experts

(SMEs) or second-tier resolution for internal and external provider teams. Account Representative

Aryzta

2014 – 2018

Managed diverse customer inquiries and cultivated consultative relationships in a fast-paced call center environment. Responded to requests concerning billing, service changes, technical product questions, and customer equipment.

Utilized quality assurance and operational data to verify customer script accuracy and ensure proper escalation of issues to department supervisors. Achieved a 98% resolution rate through effective problem-solving and proactive communication.

Demonstrated adaptability by cross-training in other store departments, contributing to a 30% reduction in the need for external staffing during peak periods and enhancing overall operational efficiency. Customer service, estimates

Hogan’s Auto Repair, LLC

Provided prompt and courteous service to customers while generating automotive repair estimates.

Managed billing, ordered necessary parts and materials, and handled all human resources and invoicing for both accounts payable and receivable. EDUCATION

Ashford University

Bachelor's degree

Ashworth University

, paralegal

SKILLS Zendesk Google Suite

Vendor Relations Project Management

Salesforce All Microsoft Teams

Citrix Fraud Detection

55 WPM Typing Speed Genysis

Call Documentation CRM Software

Netform Issue & Complaint Resolution

Problem Resolution

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