Experienced and motivated Customer Service Team Leader with 9 years progressive career experience in call center environments. Cross-trained sales professional with strong leadership abilities and unrelenting commitment to customer satisfaction.
Knowledge of FCC regulations
Strong leadership skills
Organised and efficient reporting
First-class communication abilities
Creative problem solver
Adept in Microsoft applications and client database operations
Viladexon Technologies 4/1/2011 to Current Customer Service Team Leader London
Balance workload for 4 teams, including 32 customer service representatives.
Meet regularly with Call Center Supervisor to discuss client goals and project changes.
Suggest and develop script alterations and train teams on new verbiage.
New Line Telecommunications 3/1/2008 to 4/1/2011 Customer Service Team Leader London
Coordinated a team of 16 customer service representatives and assisted in the hiring and training process.
Resolved employee and customer issues.
Processed daily, weekly, and monthly service reports.
Oracle Communications 6/1/2005 to 3/1/2008 Customer Service Team Leader London
Demonstrated excellent customer service, strong product and procedure knowledge, and was elevated to Customer Service Team Leader within 6 months of hire.
Oversaw a team of 8 customer service representatives, handled team escalation calls, and reported directly to Call Center Supervisor.
Held accountability for team schedulling and accurate and timely payroll submission.
Fairfield Secondary School 2005 London, England, UK