Marco V. Gainey
Customer Service Team Lead
Spokane, WA · (509) 555 0122 · name@example.com · linkedin.com/in/marcovgainey
Key Qualifications
EXPERIENCE
Eight years in retail customer service, three supervising a team
INDUSTRIES
Online retail, consumer goods, subscription boxes
SPECIALTIES
Coaching cadence, escalation handling, schedule adherence, quality improvement
SYSTEMS
Zendesk, Five9, Calabrio, Salesforce Service Cloud, Qualtrics
CREDENTIALS
Certified Supervisor, International Customer Management Institute
EDUCATION
Associate degree in business, Spokane Falls Community College
Executive Summary
First line supervisor over sixteen customer service representatives at an online retailer, owning coaching, schedule adherence and the daily escalation queue. Eight years in the contact center, six on the phones before stepping up, and a habit of coaching from the recording rather than from memory.
Signature Achievements
- Lifted team quality monitoring scores from eighty three percent to ninety four percent in seven months using a weekly coaching cadence and one recorded call per session.
- Improved schedule adherence on the team from eighty one percent to ninety two percent by fixing break rotations rather than sending warnings.
- Cut average handle time by fifty five seconds while first contact resolution rose four points.
- Held team attrition to nine percent in a year when the site ran at twenty six percent.
- Promoted four representatives into senior and quality roles from a team of sixteen.
- Took over the peak season escalation queue and closed ninety six percent of cases within the same day through the holiday period.
Professional Experience
Customer Service Team Lead
Cascade Crate Retail, Spokane, WA 2023 to present
Sixteen representatives handling order, returns and subscription calls and chats for an online retailer with two million customers.
- Run weekly one on one coaching sessions built on a monitored call and one agreed behavior to change.
- Manage real time queue health with workforce management, moving people between voice and chat as service level moves.
- Handle supervisor escalations and refund exceptions above the representative authority limit.
- Deliver monthly performance reviews covering quality, adherence, resolution and customer survey scores.
- Run the daily huddle where the team hears yesterday numbers and one thing to do differently today.
Senior Customer Service Representative
Inland Northwest Outfitters, Spokane Valley, WA 2020 to 2023
Escalation and returns queue for an outdoor equipment retailer with nine stores and an online channel.
- Handled escalated order and warranty calls and coached peers during nesting.
- Acted as shift lead when the supervisor was out, running the queue and approving exceptions.
- Held the highest customer survey score on a team of twenty two for six consecutive quarters.
Customer Service Representative
Riverbend Home Goods, Coeur d Alene, ID 2018 to 2020
Inbound order and delivery queue for a regional home goods chain.
- Answered order status, delivery scheduling and product questions across voice and email.
- Covered the holiday peak queue two years running with no missed shifts.
- Suggested the returns script change that cut repeat calls on exchanges.
Licensure and Certification
Certified Supervisor, International Customer Management Institute, 2024
Education
Associate degree in business administration, Spokane Falls Community College, 2018
Core Skills
Team coaching · Escalation handling · Schedule adherence · Quality monitoring · Real time queue management · Performance reviews · Zendesk · Five9 · Peak season planning · Retention