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4.9 stars from over 3,500 Google reviews

Slide 1 of 18
It was very easy to use. I will use the product again.
D
Don S.
5
Excellent. Very good resume templates, and easy to navigate on the Website. Great bullet points that match your profession.
E
Effren W.
5
Rocket Resume is super easy to use and makes building a resume lightning fast!
J
Joshua L.
5
The customer support team was extremely helpful and the website was very easy to maneuver.
S
Shannon N.
5
It was great using the templates on Rocket Resume.
J
Jamie H.
5
I really like the templates, and they helped me a lot with the resume.
I
Isabella M.
5
Love Rocket Resume! Very easy to use and very friendly support.
J
Jared L.
5
Rocket Resume is very helpful for building a quick resume. It allowed me to edit and use it.
T
Terron C.
4
I like Rocket Resume. It was very easy to upload my information and have a resume ready within minutes 😀 😄
P
Petery O.
5
This is a good resume builder. I would recommend.
G
Gia V.
5
I love Rocket Resume! It helps me put my ideas into perfectly explained words. They make your resume stand out. Thanks!
A
Amber P.
5
I found this super easy to use and made creating a resume fun and easy.
W
Whitney S.
5
Easy to use and generated a nice document.
C
Carrie B.
4
It was very easy to navigate.
T
Tawana R.
5
I like Rocket Resume a lot and it’s very helpful and organized.
M
Martin V.
5
Helped a lot with my resume.
W
Walker H.
5
I love this app. It helped me get the job I deserve. Thanks Rocket Resume!
D
Daphne D.
5
Rocket Resume made me a great resume quickly!
D
Deandre J.
5
It was very easy to use. I will use the product again.
D
Don S.
5
Excellent. Very good resume templates, and easy to navigate on the Website. Great bullet points that match your profession.
E
Effren W.
5
Rocket Resume is super easy to use and makes building a resume lightning fast!
J
Joshua L.
5
The customer support team was extremely helpful and the website was very easy to maneuver.
S
Shannon N.
5
It was great using the templates on Rocket Resume.
J
Jamie H.
5
I really like the templates, and they helped me a lot with the resume.
I
Isabella M.
5
Love Rocket Resume! Very easy to use and very friendly support.
J
Jared L.
5
Rocket Resume is very helpful for building a quick resume. It allowed me to edit and use it.
T
Terron C.
4
I like Rocket Resume. It was very easy to upload my information and have a resume ready within minutes 😀 😄
P
Petery O.
5
This is a good resume builder. I would recommend.
G
Gia V.
5
I love Rocket Resume! It helps me put my ideas into perfectly explained words. They make your resume stand out. Thanks!
A
Amber P.
5
I found this super easy to use and made creating a resume fun and easy.
W
Whitney S.
5
Easy to use and generated a nice document.
C
Carrie B.
4
It was very easy to navigate.
T
Tawana R.
5
I like Rocket Resume a lot and it’s very helpful and organized.
M
Martin V.
5
Helped a lot with my resume.
W
Walker H.
5
I love this app. It helped me get the job I deserve. Thanks Rocket Resume!
D
Daphne D.
5
Rocket Resume made me a great resume quickly!
D
Deandre J.
5
It was very easy to use. I will use the product again.
D
Don S.
5
Excellent. Very good resume templates, and easy to navigate on the Website. Great bullet points that match your profession.
E
Effren W.
5
Rocket Resume is super easy to use and makes building a resume lightning fast!
J
Joshua L.
5
The customer support team was extremely helpful and the website was very easy to maneuver.
S
Shannon N.
5
It was great using the templates on Rocket Resume.
J
Jamie H.
5
I really like the templates, and they helped me a lot with the resume.
I
Isabella M.
5
Love Rocket Resume! Very easy to use and very friendly support.
J
Jared L.
5
Rocket Resume is very helpful for building a quick resume. It allowed me to edit and use it.
T
Terron C.
4
I like Rocket Resume. It was very easy to upload my information and have a resume ready within minutes 😀 😄
P
Petery O.
5
This is a good resume builder. I would recommend.
G
Gia V.
5
I love Rocket Resume! It helps me put my ideas into perfectly explained words. They make your resume stand out. Thanks!
A
Amber P.
5
I found this super easy to use and made creating a resume fun and easy.
W
Whitney S.
5
Easy to use and generated a nice document.
C
Carrie B.
4
It was very easy to navigate.
T
Tawana R.
5
I like Rocket Resume a lot and it’s very helpful and organized.
M
Martin V.
5
Helped a lot with my resume.
W
Walker H.
5
I love this app. It helped me get the job I deserve. Thanks Rocket Resume!
D
Daphne D.
5
Rocket Resume made me a great resume quickly!
D
Deandre J.
5
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Customer Service Team Lead CV suggestions

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Skills

  • High-ticket escalation resolution
  • Process optimization
  • Workforce Development Initiatives
  • Advanced troubleshooting
  • Mentorship and performance coaching
  • Onboarding program development
  • Personalized service plans
  • Workforce Management
  • Customer empathy
  • Service-level agreement (SLA) adherence

Work Experiences

  • Reduced average wait times by [Percentage] during quarterly surges.
  • Led the deployment of [Software], integrating customer communication channels and reducing miscommunication errors by [Percentage].
  • Resulted in [Number] representatives receiving performance awards.
  • Identified key opportunity areas.
  • Improved initial customer satisfaction scores.
  • Mentored junior team members.
  • Improved customer complaint resolution by [Percentage]%.
  • Coordinated cross-functional efforts.
  • Coached underperforming team members.
  • Improved tracking and resolution of customer complaints.

Summaries

  • Mentored high-performing representatives.
  • Collaborative service team lead who consistently achieves [Percentage] adherence to SLAs during major onboarding or product rollouts by guiding teams through process training.
  • Experienced in developing knowledge management systems.
  • Achieved a [Percentage]% rise in overall productivity.
  • Partnered with sales, product, and tech teams.
  • Ensured [Percentage]% adherence to SLAs.
  • Maintained service consistency.
  • Optimized processes for improved service.
  • Contributed to customer service excellence.
  • Resolved service-related issues effectively.

Accomplishments

  • Increased team performance over [Year] by setting clear, measurable KPIs, resulting in a [Percentage]% uptick in first contact resolution and reduced average handling time.
  • Mentored and coached a high-performing team, with [Number] members moving into more senior roles within the company, fostering internal growth and development.
  • Standardized training procedures across [Number] locations, leading to uniform service delivery and a [Percentage]% improvement in overall customer experience consistency.
  • Led weekly performance reviews and feedback sessions, addressing weaknesses and providing actionable insights, which contributed to a [Percentage]% increase in KPIs across the team.
  • Planned and executed team-building and skill development workshops, raising team engagement levels by [Percentage]% and reducing turnover by [Percentage]% over [Number] months.
  • Reduced churn rate by [Percentage]% through personalized follow-up strategies tailored to customer-specific feedback, positively impacting retention goals.
  • Introduced performance-based incentives, effectively increasing employee engagement and achieving a [Percentage]% improvement in team productivity and morale over [Number] months.
  • Collaborated with the Quality Assurance team to design customer satisfaction surveys, directly contributing to a [Percentage]% increase in NPS (Net Promoter Score) within [Year].
  • Coordinated efforts between departments to streamline complaint resolution processes, reducing backlog by [Number] cases, and cutting average issue resolution time by [Percentage]%.
  • Created a real-time dashboard that monitored service levels across shifts, enabling quick adjustments and contributing to a [Percentage]% increase in adherence to SLAs.

Affiliations

  • Member, American Management Association (AMA), engaging in leadership seminars designed to enhance conflict mediation and feedback facilitation.
  • Active Member, Association for Talent Development (ATD), fostering growth in customer service team mentorship and performance coaching.
  • Affiliate, Top 50 Customer Service Leaders [Year], recognized for excellence in increasing team productivity and customer satisfaction.
  • Certification, Certified Customer Experience Professional (CCXP), obtained in [Year], focusing on NPS improvement and cross-functional leadership.
  • Committee Member, Customer Service Standards Advisory, responsible for setting industry-wide best practices for customer-facing teams.
  • Affiliation, American Association for Quality & Excellence (AAQE), contributing to the study of data-driven improvements in customer service metrics, including NPS.
  • Leading Contributor, Customer Service Leadership Forum, providing key insights on enhancing service quality through data-driven decision making and coaching.
  • Alumni, Advanced Customer Service Leadership Program at [Institution], completed extensive coursework in live help desk systems and conflict resolution.
  • Certified Member, National Customer Service Association (NCSA), recognized for contributions to process streamlining and service quality enhancements.
  • Participant, Online Community Managers Association (OCMA), optimizing support workflows for online customer interactions, with an emphasis on live chat services.

Certifications

  • Foundations of Coaching and Mentorship by the International Coaching Federation (ICF)
  • Call Center Management Certification by the RCCSP Steering Committee
  • Behavioral Interviewing Techniques Certification by [Organization]
  • Communication and Coaching Techniques Certification by [Organization]
  • Soft Skills Training and Certification for Customer Service Teams by [Vendor]
  • Conflict Resolution and Customer Recovery Certification by [Institute]
  • Certified Customer Contact Leader (CCCL) by The Resource Center for Customer Service Professionals (RCCSP)
  • Customer Service Specialist Certification (CSS) by the National Retail Federation Foundation (NRF)
  • Advanced Leadership for Customer Support Teams Certification by [School]
  • Certified Call Center Quality Auditor (CCCQA) by RCCSP
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