CV / English / Customer Service Team Lead

Personal Information

• Name: Emily Stanton
• Address: 4529 Spruce Drive, Workton, ID 83702
• Phone: (555) 123-4567
• Email: [email protected]

Summary

Seasoned Customer Service Team Lead with over 8 years of experience in the telecom sector, committed to enhancing customer satisfaction and team productivity. Proven track record of successfully managing and motivating teams to achieve performance targets. Expert in developing and implementing customer service strategies that foster loyalty and positive customer experiences.

Core Competencies

• Team Leadership & Training
• Customer Satisfaction Improvement
• Performance Monitoring & Evaluation
• Problem Resolution
• Strategic Planning & Execution
• Process Optimization

Technologies & Certifications

• CRM Software: Salesforce, Zendesk
• MS Office Suite: Proficient in Excel, Word, and PowerPoint
• Certifications:
  • Certified Customer Service Manager (CCSM)
  • Professional Communication Certification (PCC)

Professional Experience

Lead Customer Service Representative

TelcoWave Communications | Workton, ID | August 2016 - Present - Led a team of 15 customer service representatives, achieving a 20% improvement in customer satisfaction ratings within the first year. - Implemented a comprehensive training program that reduced average call handling time by 15%. - Coordinated with the IT department to streamline CRM processes, leading to a 10% increase in team efficiency.

Customer Service Representative

Global Connect Solutions | Workton, ID | June 2014 - July 2016 - Responded to customer inquiries, achieving a resolution rate of 95% on the first call. - Recognized as 'Employee of the Month' three times for outstanding performance and dedication. - Assisted in the development of a customer feedback system that improved product quality and service.

Education & Training

• Bachelor of Science in Business Administration, Major in Marketing University of Idaho, Moscow, ID | Graduated May 2014
• Customer Service Management Course Institute of Customer Service | Completed November 2015

Referees

Available upon request.