Work Experience: 

• Lead and manage day-to-day performance of the customer service team, setting priorities, monitoring workloads, and ensuring consistent service delivery across all channels.
• Take a customer-first approach to deliver a best-in-class customer experience by reinforcing service standards, empathy, and accountability in every interaction.
• Recommend and lead customer experience improvement initiatives, translating customer feedback into actionable processes, policies, and workflow enhancements.
• Act as the escalation point for at-risk scenarios, collaborating with internal and external stakeholders to design and implement effective resolution plans.
• Manage and maintain core customer service platforms, including Aircall and Intercom, coordinating system updates and configurations with internal teams.
• Develop deep knowledge of BacklotCars products and processes to analyze complex customer issues and drive accurate, timely, and sustainable resolutions.
• Oversee the full client health lifecycle, including onboarding, value realization, renewal, and expansion, while actively driving adoption of BacklotCars services.
• Ensure customer inquiries, quote requests, and sales orders are processed accurately and on time, maintaining complete documentation and compliant records.
• Address customer needs and resolve problems using a strong working knowledge of product lines, policies, and procedures with a proactive, solution-oriented approach.
• Maintain strong working relationships as a liaison between customers, internal teams, and warehouse and freight personnel to support smooth end-to-end service delivery.

Skills on Resume: 

• Customer Leadership (Soft Skills)
• Service Excellence (Soft Skills)
• Process Improvement (Hard Skills)
• Issue Escalation (Soft Skills)
• CRM Management (Hard Skills)
• Product Knowledge (Hard Skills)
• Client Lifecycle (Hard Skills)
• Cross Functional (Soft Skills)

Work Experience: 

• Provide customer support by responding quickly, courteously, discreetly, and accurately to 100+ daily calls, faxes, and correspondence, including orders, quotes, status requests, and rejections.
• Review and resolve customer escalations by diplomatically leading cross-departmental efforts to ensure customer satisfaction and timely issue closure.
• Monitor on-time delivery performance weekly, identifying root causes and implementing process improvements to support the company's service-level and business objectives.
• Plan and coordinate departmental activities to ensure full contract compliance while supporting uninterrupted production and operational requirements.
• Ensure accurate maintenance of all contractual documentation while operating within approved budget limits and internal financial controls.
• Review sales orders and business activities to ensure contract compliance while maximizing commercial value and risk mitigation for the company.
• Maintain MRO order status and backlog accuracy, ensuring data reliability to support planning, procurement, and operational decision-making.
• Provide liaison support during pre-delivery and post-delivery phases, coordinating order processing, customer relations, and sales support activities.
• Ensure compliance with FAR, DAR, UCC, ITAR, and related regulations, coordinating with corporate legal teams to address contractual and regulatory requirements.
• Meet customer due dates across all orders, proactively communicating potential delays early to preserve trust and service transparency.
• Implement simple automation solutions to streamline support workflows, reducing manual handling time by approximately 15–25%.
• Tag, analyze, and summarize inbound support requests, processing 300+ monthly cases to identify trends, root causes, and service improvement opportunities.

Skills on Resume: 

• Customer Support (Soft Skills)
• Escalation Management (Soft Skills)
• Contract Compliance (Hard Skills)
• Process Improvement (Hard Skills)
• Order Management (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Cross Coordination (Soft Skills)
• Workflow Automation (Hard Skills)

Work Experience: 

• Work with a leading specialist orthodontic practice across Surrey and Berkshire, supporting daily business operations and service delivery.
• Own the end-to-end customer journey, maintaining accurate records, patient data, and service information throughout all touchpoints.
• Produce regular reports on practice performance, operational efficiency, and service quality to support management decision-making.
• Manage administrative compliance and dental administration activities, ensuring alignment with regulatory, clinical, and internal standards.
• Oversee and develop team members through coaching, training, and performance support to drive continuous service and productivity improvements.
• Update and maintain procedures related to order processing, ensuring consistency, accuracy, and adherence to defined workflows.
• Identify improvement opportunities and recommend initiatives to enhance customer service quality and overall team performance.
• Negotiate and maintain customer-bonded inventory, reducing turnaround time and providing structured monthly updates to customers.
• Coordinate source inspections for orders in line with customer-specific requirements and quality expectations.
• Develop and maintain FAQs and a knowledge base, reducing repeat inquiries and improving first-contact resolution rates.
• Facilitate issue resolution by creating instructional materials and maintaining clear, up-to-date operational and performance documentation.

Skills on Resume: 

• Customer Journey (Soft Skills)
• Operations Support (Hard Skills)
• Performance Reporting (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Team Development (Soft Skills)
• Process Documentation (Hard Skills)
• Service Improvement (Soft Skills)
• Stakeholder Coordination (Soft Skills)

Work Experience: 

• Report to the Head of Operations to support strategic initiatives aimed at disrupting the broker industry through improved customer service operations.
• Develop, scale, and implement the full Customer Service team to deliver a high-quality digital customer experience during periods of rapid growth.
• Provide clear direction and guidance to ensure consistent execution of company policies, procedures, priorities, and service standards.
• Plan and organize team capacity based on workload and business needs, coordinating with internal and external partners and optimizing service tools.
• Define, document, and improve internal and cross-department workflows with a strong focus on customer experience and satisfaction outcomes.
• Recruit and onboard new team members while fostering employee engagement through trust, clear goals, regular feedback, and ongoing coaching.
• Implement a quality management system and continuously monitor key service KPIs to maintain performance, consistency, and accountability.
• Identify evolving customer needs and collaborate with cross-functional teams to support development of new products and service enhancements.
• Handle standard customer support requests directly, ensuring accurate resolution and consistent service quality across all customer interactions.
• Route technical issues, defects, and feature requests to Product teams with clear documentation and priority context.
• Route sales-related inquiries to Sales teams efficiently to ensure timely follow-up and conversion opportunities.

Skills on Resume: 

• Service Strategy (Hard Skills)
• Team Leadership (Soft Skills)
• Capacity Planning (Hard Skills)
• Workflow Design (Hard Skills)
• Talent Development (Soft Skills)
• Quality Management (Hard Skills)
• Cross Collaboration (Soft Skills)
• Customer Support (Soft Skills)

Work Experience: 

• Manage day-to-day team activities to ensure all processes and emails are handled accurately, efficiently, and within defined service timelines.
• Support management with hiring activities including candidate screening, interviews, and onboarding coordination.
• Train new employees on company standards, procedures, and service expectations to ensure consistent performance from day one.
• Deliver ongoing training to team members to maximize individual performance, service quality, and operational effectiveness.
• Empower team members by strengthening confidence, product knowledge, and communication skills through coaching and hands-on guidance.
• Conduct regular team meetings to reinforce best practices, share updates, and clarify ongoing expectations and priorities.
• Prepare and deliver structured performance reviews and evaluations aligned with company goals and individual development plans.
• Ensure employees meet defined objectives by providing timely, constructive feedback and clear performance improvement guidance.
• Foster a positive working environment that motivates the team and supports collaboration, engagement, and accountability.
• Encourage continuous development by communicating team goals and identifying opportunities for targeted training and skill reinforcement.

Skills on Resume:

• Team Management (Soft Skills)
• Hiring Support (Hard Skills)
• Employee Training (Hard Skills)
• Performance Coaching (Soft Skills)
• Staff Development (Soft Skills)
• Process Oversight (Hard Skills)
• Performance Reviews (Hard Skills)
• Team Motivation (Soft Skills)

Work Experience: 

• Develop and implement structured plans and timelines to achieve defined operational goals and performance targets.
• Motivate the team to achieve organizational objectives by reinforcing accountability, engagement, and consistent execution.
• Contribute to company growth by building and sustaining a high-performing, customer-focused service team.
• Proactively resolve concerns while adhering to company policies, ethical standards, and expected professional behaviors.
• Address customer concerns related to products, services, or employee interactions to ensure fair, timely, and compliant resolution.
• Approve or deny Return Goods Authorizations, credits, and debits within assigned financial authority limits.
• Support team members by answering questions, resolving issues, and overseeing work quality, accuracy, and policy compliance.
• Ensure compliance with company policies and customer requirements, including active participation in internal and external audits.
• Develop strategies that promote adherence to company regulations, service standards, and individual performance goals.
• Generate and share detailed reports on team performance, mission-critical objectives, risks, and delivery timelines.

Skills on Resume:

• Operational Planning (Hard Skills)
• Team Motivation (Soft Skills)
• Service Leadership (Soft Skills)
• Conflict Resolution (Soft Skills)
• Financial Authorization (Hard Skills)
• Quality Oversight (Hard Skills)
• Policy Compliance (Hard Skills)
• Performance Reporting (Hard Skills)

Work Experience: 

• Resolve personnel or workplace-related complaints in collaboration with management to maintain a respectful, compliant, and productive working environment.
• Ensure company brand materials and physical workspaces consistently meet or exceed defined presentation and brand standards.
• Provide high-quality customer service by responding to inquiries, engaging customers professionally, and handling complaints through effective resolution practices.
• Serve as the escalation point for complex client issues, ensuring timely, fair, and customer-focused outcomes.
• Support setup of new customer accounts and manage modifications to existing accounts to ensure accuracy and continuity of service.
• Monitor and manage shared email inboxes, ensuring timely responses, correct routing, and adherence to service-level expectations.
• Meet customer service objectives by planning, prioritizing, and delegating tasks to balance workload and service demand.
• Ensure department readiness by maintaining required resources, systems, and tools to support consistent, high-quality service delivery.
• Create, document, and maintain standard operating procedures to support training, consistency, and operational compliance.
• Analyze service data to identify trends and implement strategies that improve service quality, productivity, and overall profitability.

Skills on Resume:

• Employee Relations (Soft Skills)
• Brand Standards (Hard Skills)
• Customer Service (Soft Skills)
• Issue Escalation (Soft Skills)
• Account Management (Hard Skills)
• Inbox Management (Hard Skills)
• Task Prioritization (Soft Skills)
• Service Analytics (Hard Skills)

Work Experience: 

• Provide customer service insights, recommendations, strategic plans, and performance reviews to support service excellence and continuous improvement initiatives.
• Prepare and execute action plans implementing productivity, quality, production, and customer service standards while resolving operational and service-related issues.
• Identify customer service trends, assess system gaps, and implement process and technology improvements to enhance service effectiveness.
• Collaborate closely with all departments to ensure consistent, high-quality customer service and provide support to cross-functional teams.
• Supply management with detailed reports including work status, service performance, risks, and progress against operational objectives.
• Proactively accept additional duties and responsibilities as assigned by management to support evolving business and service needs.
• Perform no-charge releases and price overrides accurately, ensuring compliance with pricing policies and approval thresholds.
• Process orders, respond to customer inquiries, resolve account-related issues, and review Makita performance against service expectations.
• Identify opportunities for improvement to meet and exceed customer requirements, service standards, and overall satisfaction goals.

Skills on Resume:

• Service Strategy (Hard Skills)
• Action Planning (Hard Skills)
• Process Optimization (Hard Skills)
• Cross Collaboration (Soft Skills)
• Performance Reporting (Hard Skills)
• Operational Flexibility (Soft Skills)
• Pricing Authorization (Hard Skills)
• Customer Focus (Soft Skills)

Work Experience: 

• Assist with development, testing, implementation, and review of system enhancements, validating functionality and supporting successful rollout with minimal service disruption.
• Ensure timely and accurate communication with Sales teams and customers, maintaining alignment on orders, issues, and service expectations.
• Stay current on retailer and customer system changes by reviewing compliance requirements and attending workshops, training sessions, and webinars.
• Process employee time records and review time-off requests in line with company policies, staffing requirements, and operational coverage needs.
• Schedule work hours to maximize phone coverage and data entry efficiency, balancing service demand and resource availability.
• Monitor upsell performance and develop targeted strategies to meet and exceed revenue and service growth objectives.
• Complete assigned training to support personal development and strengthen team capabilities and service effectiveness.
• Assist customer service staff with daily operational duties to maintain service continuity and workload balance.
• Investigate and resolve customer service complaints, ensuring accurate root cause analysis and timely, compliant resolution.

Skills on Resume:

• System Testing (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Compliance Awareness (Hard Skills)
• Time Administration (Hard Skills)
• Workforce Scheduling (Hard Skills)
• Upsell Strategy (Hard Skills)
• Operational Support (Soft Skills)
• Complaint Resolution (Soft Skills)

Work Experience: 

• Develop systems and procedures to monitor, maintain, and continuously improve customer service performance and service delivery standards.
• Support customer visits and feedback collection to assess Bison performance and identify service improvement opportunities.
• Act as an internal customer advocate, championing customer needs to enhance overall customer experience and satisfaction.
• Develop and maintain structured customer complaint capture and follow-up processes to ensure timely, consistent, and effective resolution.
• Produce accurate reports and data on customer service performance to support decision-making and continuous improvement initiatives.
• Track implemented service improvements to verify effectiveness and sustained positive impact on customer service outcomes.
• Promote customer service excellence internally through training initiatives, development programs, and service-focused communication.
• Support the marketing team in promoting Bison and its product offerings through coordinated customer and market initiatives.
• Collect, collate, and distribute customer and market data to support service, sales, and strategic planning activities.
• Promote Forterra and Bison to customers during visits and ongoing communications to strengthen brand perception and relationships.
• Support internal data preparation and presentation development for sales teams and Bison leadership.
• Provide administrative support to the leadership team to enable effective coordination and execution of business priorities.

Skills on Resume:

• Service Performance (Hard Skills)
• Customer Advocacy (Soft Skills)
• Complaint Management (Hard Skills)
• Performance Reporting (Hard Skills)
• Continuous Improvement (Hard Skills)
• Service Training (Soft Skills)
• Market Analysis (Hard Skills)
• Administrative Support (Hard Skills)

Work Experience: 

• Supervise daily call center operations and staff activities to ensure consistent service delivery, coverage, and adherence to operational standards.
• Apply expertise to deliver key performance outcomes including customer retention, satisfaction, quality, and service consistency.
• Support new hire training through practical system use, knowledge checks, and reinforcement of policies, QA standards, and agent certification requirements.
• Supervise new agents during nesting periods and provide ongoing BQ management to support confidence, accuracy, and performance stability.
• Conduct one-on-one role play coaching, call reviews, and weekly coaching aligned to individual sales results and performance expectations.
• Emphasize results-oriented coaching to drive measurable improvements in agent effectiveness, accountability, and customer outcomes.
• Review call center performance reports daily to manage SLAs, forecast demand, and plan call activities effectively.
• Identify cost reduction and growth opportunities by managing schedule adherence, productivity, and overall team performance.

Skills on Resume:

• Call Center (Hard Skills)
• Team Supervision (Soft Skills)
• Performance Coaching (Soft Skills)
• Agent Training (Hard Skills)
• Quality Assurance (Hard Skills)
• SLA Management (Hard Skills)
• Demand Forecasting (Hard Skills)
• Productivity Optimization (Hard Skills)

Work Experience: 

• Manage employee issues related to attendance, performance, and conduct, delivering corrective actions in alignment with company policies and labor standards.
• Collaborate with the Call Center Manager to plan and implement policies, procedures, and services that drive call center effectiveness and success.
• Motivate and inspire team members to improve engagement, job satisfaction, productivity, and overall performance through active leadership and support.
• Communicate customer feedback, trends, and recurring issues to management to inform service and operational improvements.
• Handle customer escalation calls directly, ensuring timely, professional, and customer-focused resolution outcomes.
• Provide real-time consultation and guidance to agents to prevent escalations and improve first-contact resolution rates.
• Take calls during peak volumes and high-demand periods, consistently handling a minimum daily call volume to support service levels.
• Ideate and execute quarterly initiatives and projects to support growth, efficiency, and performance improvement within the voice support team.

Skills on Resume:

• Employee Relations (Soft Skills)
• Policy Implementation (Hard Skills)
• Team Motivation (Soft Skills)
• Customer Feedback (Hard Skills)
• Escalation Handling (Soft Skills)
• Agent Coaching (Soft Skills)
• Call Handling (Hard Skills)
• Process Improvement (Hard Skills)

Work Experience: 

• Respond to and resolve incoming support issues from customers and suppliers, ensuring timely, accurate, and customer-focused outcomes.
• Use CRM systems to document customer interactions, resolutions, and follow-ups, maintaining complete and accurate service records.
• Develop and maintain structured knowledge articles to capture internal expertise and reduce repeat support cases and resolution time.
• Manage and drive resolution of escalated customer issues, coordinating cross-functional teams to ensure effective and sustainable outcomes.
• Manage outsourced partners to ensure service levels are met while maintaining high customer satisfaction and NPS performance.
• Train new customer service team members and outsourced partners on systems, processes, and service quality standards.
• Recommend and implement new procedures to improve customer service efficiency, consistency, and overall customer experience.
• Update support methods to reflect changes introduced by new product functionality, ensuring teams remain aligned with current capabilities.

Skills on Resume:

• Customer Support (Soft Skills)
• CRM Documentation (Hard Skills)
• Knowledge Management (Hard Skills)
• Escalation Management (Soft Skills)
• Vendor Management (Hard Skills)
• Service Training (Hard Skills)
• Process Improvement (Hard Skills)
• Product Alignment (Hard Skills)

Work Experience: 

• Manage sales and service orders for customers across Egypt and MEA, handling ERP sales entry, stock allocation, billing cycles, and compliant documentation.
• Coordinate closely with intercompany and supplier locations to ensure accurate deliveries aligned with customer requirements and agreed timelines.
• Arrange local and drop shipments, preparing logistics documentation and supporting customs processes to ensure compliant and timely deliveries.
• Collaborate with planning, logistics, and support teams to fulfill customer requests and communicate delivery date pull-in requirements.
• Generate and analyze pending order reports, participating in review meetings to identify shipment risks and mitigation actions.
• Resolve product and service issues by investigating root causes, explaining solutions, expediting corrections, and confirming successful resolution.
• Provide direct customer support to answer inquiries and deliver timely, accurate resolutions to service and order-related issues.
• Inform customers of product changes, pricing updates, delivery timelines, and order deviations with clarity and accuracy.
• Ensure full compliance with internal procedures, instructions, and financial, legal, and export control requirements.
• Work closely with supply network planning, logistics, and export teams to deliver consistent, high-quality customer service.
• Handle all customer calls and emails promptly and courteously, maintaining professional and service-focused communication.
• Maintain strong product and account knowledge to support accurate guidance and effective issue resolution.
• Process customer financial transactions, including invoices, credit notes, debit notes, and account adjustments, accurately.
• Contribute to team projects and continuous process improvement initiatives, supporting operational efficiency and service quality.

Skills on Resume:

• Order Management (Hard Skills)
• ERP Processing (Hard Skills)
• Logistics Coordination (Hard Skills)
• Customer Communication (Soft Skills)
• Issue Resolution (Soft Skills)
• Compliance Management (Hard Skills)
• Financial Processing (Hard Skills)
• Cross Collaboration (Soft Skills)

Work Experience: 

• Answer inbound calls promptly as received, ensuring professional, accurate, and customer-focused communication.
• Return all missed calls within 5 minutes to maintain responsiveness and maximize customer engagement.
• Gather property information from callers using a structured script to ensure data accuracy and consistency.
• Build rapport with callers, assess motivation to sell, and guide conversations toward qualified outcomes.
• Schedule appointments for the Acquisition Manager based on caller qualification and availability.
• Enter all collected caller information accurately into the company CRM to support tracking and follow-up.
• Follow up on prior calls to continue engagement and increase appointment conversion rates.
• Manage order entry and container bookings, ensuring accuracy, completeness, and alignment with delivery requirements.
• Oversee supply chain flows from in-house and international production sites to end customers.
• Manage expectations across producers, suppliers, sister companies, and end customers to ensure service alignment.
• Collaborate closely with Customer Service, Supply Chain Planning, Production, Warehousing, and Logistics teams.
• Report operational status, risks, and priorities directly to the Supply Chain Manager.

Skills on Resume:

• Inbound Call Handling (Soft Skills)
• Customer Qualification (Soft Skills)
• Appointment Scheduling (Hard Skills)
• CRM Data Entry (Hard Skills)
• Order Processing (Hard Skills)
• Supply Chain Coordination (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Operational Reporting (Hard Skills)

Header:

Alex Morgan

Dallas, TX

Phone: (469) 555-3187

Email: alex.morgan@email.com

LinkedIn: linkedin.com/in/alexmorgan

Summary:

Customer service professional with hands-on experience supporting high-volume operations, resolving customer issues, and coordinating cross-functional workflows. Demonstrated ability to manage inquiries, maintain accurate records, support process improvements, and deliver consistent service quality across multiple channels.

Skills:

• Customer Support
• Issue Escalation
• Order Management
• CRM Systems
• Process Improvement
• Cross-Functional Coordination
• Documentation Accuracy
• Service Compliance

Experience / Projects:

Customer Service Lead

Customer Support Department – Dallas, TX

• Provided prompt, courteous, and accurate support for 100+ daily customer inquiries via phone, email, and correspondence.
• Resolved customer escalations by coordinating with internal departments to achieve timely and satisfactory outcomes.
• Processed orders, quotes, and status requests while maintaining complete and compliant documentation.
• Monitored on-time delivery performance and supported corrective actions to improve service reliability.
• Maintained CRM records to ensure accurate tracking of customer interactions and resolutions.

Education:

Bachelor of Business Administration

University of Texas at Arlington

Header:

Jordan Ellis

Phoenix, AZ

Phone: (602) 555-7741

Email: jordan.ellis@email.com

LinkedIn: linkedin.com/in/jordanellis

Summary:

Customer Service Lead with experience managing daily support operations, handling escalations, and improving service workflows. Skilled in team coordination, customer journey ownership, reporting, and ensuring compliance with service standards while maintaining a customer-first approach.

Skills:

• Customer Leadership
• Escalation Management
• Process Improvement
• Client Lifecycle Support
• CRM Management
• Performance Reporting
• Cross-Functional Collaboration
• Service Quality Assurance

Experience / Projects:

Customer Service Lead

Operations Department – Phoenix, AZ

• Led day-to-day customer service activities, prioritizing workloads and ensuring service requests met defined timelines.
• Served as an escalation point for complex customer issues, coordinating resolution plans with internal and external stakeholders.
• Analyzed customer feedback and recommended process, policy, and workflow improvements.
• Supported onboarding and adoption activities across the customer lifecycle, including renewals and expansions.
• Maintained service platforms and coordinated system updates with internal technology teams.
• Produced service and performance reports to support operational decision-making.

Education:

Bachelor of Science in Management

Arizona State University

Header:

Taylor Bennett

Chicago, IL

Phone: (312) 555-9824

Email: taylor.bennett@email.com

LinkedIn: linkedin.com/in/taylorbennett

Professional Summary:

Customer Service Lead with extensive experience building, scaling, and managing customer service operations across regulated and high-growth environments. Proven record of leading teams, optimizing workflows, managing escalations, ensuring compliance, and delivering measurable improvements in service quality, efficiency, and customer satisfaction.

Core Skills:

• Service Strategy
• Team Leadership
• Quality Management
• Workflow Design
• Escalation Resolution
• Capacity Planning
• Regulatory Compliance
• Performance Analytics

Experience:

Customer Service Lead

Customer Operations – Chicago, IL

• Managed day-to-day performance of customer service teams, ensuring consistent service delivery across phone, email, and digital channels.
• Recruited, onboarded, trained, and coached team members to meet service standards and performance objectives.
• Designed and implemented service workflows, quality frameworks, and KPI tracking to improve accountability and consistency.
• Acted as the primary escalation point for high-risk customer scenarios, delivering timely and sustainable resolutions.
• Collaborated with Product, Sales, Logistics, and Legal teams to resolve issues and support service enhancements.
• Oversaw compliance with contractual, financial, and regulatory requirements including audits and documentation reviews.
• Analyzed service trends and operational data to drive continuous improvement initiatives and system enhancements.
• Supported system testing, rollout, and optimization to minimize service disruption and improve efficiency.

Education:

Bachelor of Arts in Business Administration

University of Illinois at Chicago