Customer Service Team Leader Resume

Samantha Gray

North Highlands CA 95660

(916) 987-6543

[email protected]

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Job Objective

Searching for a Customer Service Team Leader position in which to use my management and interpersonal skills to their fullest potential.

Work Experience:

Customer Service Team Leader, August 2005 – Present

JPMorgan Chase & Co, Miami, FL

  • Supervised technical troubleshooting and issue resolution.
  • Coordinated with the End User Systems team on Asset Management and related policies and procedures.
  • Implemented and maintained customer service delivery model that ensured high degree of customer satisfaction.
  • Developed integrated procedures and systems.
  • Monitored and measured customer satisfaction through surveys and other appropriate methods.
  • Performed problem trend analyses and initiated action to improve policies, procedures, and technology standards.

Customer Service Team Leader, May 2000 – July 2005

Xacti Corporation, Miami, FL

  • Generated monthly reports and distributed to appropriate internal customers.
  • Provided updates to the CRM (Client Relationship Management) database.
  • Participated in initiatives and responded to requests for help to contribute to team and department success.
  • Evaluated and modified job posting content to maximize relevant exposure.
  • Ensured support processes, documentation, and procedures are in place and tested for all new systems introduced.
  • Promoted collaboration with the Technical Services Teams to enable total customer satisfaction.

Summary of Qualifications:

  • Extensive experience in an IT customer service and helpdesk supervisory
  • Sound knowledge of hands-on desktop support, troubleshooting and resolving hardware, software, and integration issues
  • Deep knowledge of operations management and “people management”
  • Wide knowledge of principles and processes for providing customer service
  • Familiarity with customer needs assessment, quality standards for services, and customer satisfaction
  • Proficient with Microsoft Office products
  • Ability to recruit, hire, develop, mentor and motivate team members
  • Strong listening and telephone skills


Bachelor’s Degree In Computer Science, Oakland City University, Oakland City, IN