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Team Lead with 8+ years in Customer Service & Project Management
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Competencies
Supervised and motivated customer service teams to achieve performance targets and improve customer satisfaction.
Led multiple concurrent customer projects from planning through completion, coordinating cross-functional teams.
Handled order review, approval, and resolution processes at Xerox, ensuring timely delivery and accurate handling.
Provided bilingual customer support, resolving issues efficiently and maintaining positive client relationships.
Analyzed reports to identify root cause issues and support performance improvements.
Education
Languages
Summary
Dedicated team leader with over 8 years of experience in managing customer service teams, leading complex projects, and streamlining order processes across tech and logistics industries. Skilled in cross-functional collaboration and improving customer experiences.
Key Achievements
- Managed and supervised 18 CSRs, ensuring KPIs and SLAs were consistently met.
- Led multiple customer projects at GoTo, including implementation, configuration, and escalation handling.
- Streamlined order review and delivery processes at Xerox, handling shortages, excess, and returns efficiently.
Experience
Team Lead
Manage and supervise 18 CSRs, Manage performance to meet KPIs and Service Level Agreements, Analyze various reports to identify root causes for underperforming areas, Motivate teams through relationship building and real-time coaching, Coordinate changes in staffing schedules by collaborating with...
Project Manager
Simultaneously lead multiple customer projects, Assisted customers with initial definition of project goals, identification of partners, timelines/milestones, risks, etc., Track projects through completion and acceptance, Assist customers with GoToConnect and equipment implementations including...
Order Management Specialist
Review Xerox equipment/service orders for distributors across the United states, Handle shortages and excess in the deliveries in a timely manner, Approve returns and credits for equipment/services
Virtual Sales Administrator
Coordinate efforts between sales agents and internal support departments, Create Xerox equipment and service orders, sales proposals, order tracking and management, Work with external and internal customer to resolve issues and follow up on open tasks, Hold meetings as needed with sales, customers,...
UPS Inside Sales Representative
Work with existing customers to find solutions and position tools to improve the customer’s experience and streamline the logistic processes.