A Customer Support Lead coordinates and leads the staff responsible for providing Customer support to the organization’s clients. The job description includes motivating and coaching the customer support team, hire complex customer support issues, and monitor team performance. A well-written Customer Support Lead Resume mentions the following core duties and responsibilities – coordinating and managing the team of customer support personnel, leading and answering the team members’ questions and offering advice, providing direct customer support, reviewing and resolving escalations, identifying the customer’s queries, evaluating team members, conducting periodic reviews, and training new hires.
Companies typically look for resumes that show a high school diploma, prior work experience, and the following skills – the ability to lead and manage teams, some experience with employee evaluations, conflict resolution skills, problem-solving skills, strong communication skills, and knowledge of using CRM software. while this post does not typically have any formal education requirements, most of the Customer Support Team leads have a bachelor’s degree.
Headline : Customer Support Lead with 4 years of experience in Monitoring the quality of interactions, analyzed website performance data, and took active steps to enhance and improve the quality of the company's website, Serving as a point of contact for customer complaints and concerns.
Skills : Microsofe Office, Active Lising.
Description :
Answered user inquiries, act as a principal point of contact for customer related technical issues and moderate the forums.
Responded to approximately 100 customer inquiries a day through the RT/Kayako ticketing system, phone, chat portal and social media.
Answered focusing on accurate resolution in as few correspondents as possible.
Troubleshoot and resolve issues with customer's online account.
Fluency on Mac and PC to resolved subscriber technical problems on the spot in a high pressure situation.
Experienced in QA web development maintaining test cases and automation scripts.
Responsible to test and close all claim fixed issues or emergency 'hot-fix' to push to production in a timely manner.
Experience
5-7 Years
Level
Executive
Education
GED
Customer Support Lead Resume
Objective : Promptly responding to general inquiries from members, staff, and clients via mail, e-mail, fax, and directed calls to appropriate individuals and departments Received multiple reviews acknowledging my level of dedication to excellent customer service.
Skills : Communication Skills, Supervising Skills.
Description :
Trained and assisted in the standards of security staff with periodic reviews for a multifaceted twenty floor office commercial property.
Provided excellent customer service and administrative support by answering telephones routing calls to areas that are designed and establish to provide services, route deliveries received, maintain records with documented daily journals and incident reports for investigative responses and evaluations.
Performed front desk operations including alarms and elevator systems.
Supervised a sign in and out system for contractors and visitors, as well as direct assistance to develop and maintained an assigned key system for occupants, management and janitorial staff.
Provided answers and directions for visitor's inquiries and the coordination and review of log files for all resolutions received including data revisions when necessary.
Provided security updates for administrative and customer services for the daily interactions with customers and the public maintaining a positive and courteous demeanor while assisting customers in person and via telephone.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Experience
2-5 Years
Level
Executive
Education
MS
Customer Support Lead Resume
Summary : Practical, reliable and energetic individual seeking a position that will utilize my skills, abilities and experience from various jobs. Great people skills with a profound ability to handle multiple tasks simultaneously. Excellent secretarial capabilities and well versed in the use of computers. Great communicator with sound judgment, keen eye to detail and flexible nature.
Skills : Microsoft Office, Outlook, Netsuite, Support Chat, Powerpoint, Excel, Word, Customer Service.
Description :
Multitasked secretarial/clerical duties such as documenting, photocopying, faxing, mailing, and organizing filing system.
Managed 2 active email accounts.
Answered multiline telephone and transfer calls to appropriate staff members.
Worked in a live chat system with the customers, managing multiple chats at once.
Handled numerous customer issues all at the same time, while maintaining the display to each customer that their need is my number one concern.
Resolved customer support cases.
Followed the case from the beginning get to end to ensure customer satisfaction.
Experience
7-10 Years
Level
Management
Education
Bachelor's In Computer Science
Customer Support Lead Resume
Objective : Qualified Customer Support Lead with four years in fast-paced customer service and call center environments. Personable and professional under pressure.
Skills : Windows XP, Windows 7, Windows Server 2008, Windows Server 2012, Exchange Server, SQL Server, C++, Javascript, Cloud, Salesforce.Com, Apple, Project Management, Active Directory, Office 365, Databases.
Description :
Provided support for physicians and patients including technical support.
Monitored Calls throughout the day and following up with patients making sure service was satisfactory.
Responsible for delegating work among agents and myself.
Provided technical assistance for patients as well as physicians.
Confirmed physicians are work-ready prior to patient calls.
Backfilled physician shifts.
Practiced HIPAA procedures and policies.
Experience
2-5 Years
Level
Executive
Education
B.A. In Psychology
Customer Support Lead Resume
Summary : Over nine years of experience in various customer focused capacities, including project management, administration, and product support. Able to articulate in-depth knowledge of product and applications. Excellent writing skills and an expertise in presenting information to customers clearly and concisely. Attention to detail Adaptable Problem Solver Multi-tasker Empathetic Coordination Programs SalesForce.com SAP Pivotal MS Office.
Skills : MS Office, Communication Skills.
Description :
Identified knowledge and staffing gaps with in our department, created a project plan for cross training across functional areas.
Achieved designation of being the first and only support center nationwide to be fully versatile in all product lines.
Answered incoming phone calls and email, enter orders and service orders, enter notes in Pivotal, check order status, processes repairs, resolve problems and escalate complaints/concerns as necessary.
Monitored the equal work distribution and ensured all team members follow up and provide excellent service.
Provided backup or handles open issues that require resolution when other team members are unavailable.
Ensured policy and required procedures are met Effectively communicates news or information to the department.
Included product, program, or policy information.
Experience
7-10 Years
Level
Management
Education
BA
Customer Support Lead Resume
Summary : To obtain a position in a professional office environment where I can apply my business experience in Management, Supervision and Administrative skills to benefit the organization. Self-motivated, dependable, and seeking opportunities to broaden my basis of knowledge. Attributes: Fast learner, flexible, team leader, honest, hardworking, strong written and verbal skills, excellent with time management, and ethical. Proficient in MS Office, PeopleSoft, and types 65 wpm.
Skills : Excellent Communication, MS office.
Description :
Supervised the Support department and delegating tasks to associates based on their strengths.
Wrote company checks and maintaining the department budget for accounts payable.
Developed and implemented the training program for all new associates, including: created PowerPoint presentations, guidebooks, and handouts, and coaching side by side training.
Responsible for making department, lunch, and training schedules for Support and Customer Service.
Handled escalated callbacks for department and ensuring customer concerns are resolved.
Answered phones in call center to review contractual rights and obligations with customers.
Exceeded corporate goals in reducing delinquency, charge-off losses, and repossessions.
Experience
7-10 Years
Level
Management
Education
BS
Customer Support Lead Resume
Headline : Customer Support Lead with 6 years of experience in Developing reports from many systems Provided support for the administrative functions within the department, including time off requests reports, performance reviews, and other miscellaneous duties, Replying to customer/patient emails (inquiries, escalated issues) Calling in prescriptions to pharmacies, Escalating issues accordingly.
Skills : Inventory Management, Multitasking.
Description :
Worked with team members on signing items and sales also doing markdowns and store transfers.
Checked station before, during and after shift for proper set-up and cleanliness.
Greeted the guests in a friendly, professional, courteous manner and explain any specials and/or restaurant promotions for guest awareness.
Taken the order and inputs the order into the Point of Sale computer.
Retrieved order from kitchen, confirms its accuracy and delivers it to guests.
Ascertained guest satisfaction throughout the meal service.
Abided by all State, Federal and Corporate liquor regulations pertaining to serving alcoholic beverages to minors and intoxicated adults.
Experience
5-7 Years
Level
Executive
Education
MS
Customer Support Lead Resume
Objective : Seeking a Customer Support Lead profession with an outstanding career opportunity that will offer a rewarding work environment along with a winning team that will fully utilize management skills.
Included creation of the responsibilities of a customer support team.
Interviewed and selected the proper individuals to build the team.
Fabricated a strategy to train and implement the roles of a successful customer support position.
Learned the strengths and weakness of the team to manage by encouraging their strengths and building their weakness.
Fielded questions while continuing to watch our statistic goals for phones answered and tickets solved.
Completed the first spring season with a successful team that met their goals.
Provided first-line telephone sales and support regarding configuration, operation and troubleshooting of various Dell computer systems and peripherals.
Experience
2-5 Years
Level
Executive
Education
BS In Management
Customer Support Lead Resume
Headline : Responsible for Training and supervising staff members to support customer service requirements and production, while maintaining daily operations and troubleshooting, Preparing and organizing repossession reports to ensure consistency and submitted before deadlines.
Skills : Front App, Customer Service, Customer Support, ZenDesk.
Description :
Assisted the representatives when they have questions or have callers who do not wish to speak with them.
Coached with the representatives to let them know of their strengths and opportunities.
Completed the PowerPoint presentation for the team meetings we have on a weekly basis.
Completed information for a meeting with the manager to discuss what needs to be worked on with the team and what is being done well.
Handled their concerns whether it is related to an appointment (past, current, and present), their billing or their services.
Contacted dispatch regarding further questions or appointments needing to be completed also.
Managed a team of 8-15 Customer Service Representatives.
Experience
5-7 Years
Level
Executive
Education
Associates In Liberal Arts
Customer Support Lead Resume
Objective : Customer Support Lead with 2 years of experience in Conducting regular one-on-ones and team meetings to communicate individual goals and team objectives, Selecting as Team Lead based on ability to build morale, mediate disputes, and lead others, and also Assisting in the tracking and reporting of key performance measurements for the department.
Skills : Microsoft Office, Planning Skills.
Description :
Maintained and completed customer support requests.
Clearly assessed customer-troubleshooting issues and provide fast succinct resolutions.
Organized return merchandise spreadsheet.
Quickly and carefully organized and solved customer inquiries related to manufacturing, shipping, returned product, product purchases and returns/refunds.
Oversaw and managed a group of Customer Support Technicians state side and abroad.
Regularly spoke with international distributors regarding technical support and purchase order inquiries.
Developed a Chat Support solution that provided corporate users with an alternative method to get issues resolved.
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