David - Team Lead with 8+ years in Customer Service & Project Management

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.

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...

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...

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

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,...