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Lead Agent skills for your resume and career

Updated January 8, 2025

5 min read

Below we've compiled a list of the most critical lead agent skills. We ranked the top skills for lead agents based on the percentage of resumes they appeared on. For example, 28.1% of lead agent resumes contained inbound calls as a skill. Continue reading to find out what skills a lead agent needs to be successful in the workplace.

15 lead agent skills for your resume and career

1. Inbound Calls

Here's how lead agents use inbound calls:

Answer a high number of inbound calls from customers, local cartage agents, sales agents, and carriers.
Handled inbound calls, assisting customers in booking or changing travel reservations.

2. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how lead agents use customer care:

Managed current and newly requested articles that provided technical guidelines to Customer Care Agents with assisting customers.
Collaborated with Customer Care Manager to create strategic plans to enhance customer satisfaction.

3. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how lead agents use customer service:

Provide customer service and answer inquiries relating to customer accounts in accordance with specific guidelines and procedures.
Managed operations and productivity for multiple locations to ensure that quality customer service is provided to clients.

4. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how lead agents use outbound calls:

Performed outbound calls for debt reduction organization.
Critiqued outbound calls for improvement of quality and prepared Excel reports, which reflected results.

5. Computer System

Here's how lead agents use computer system:

Managed and provided proficient and cost effective ticketing support on two computer systems.
Entered and handled employee information in the airline centralized computer system.

6. VIP

A VIP is an important or unique person accorded with the highest respect and special privileges in any given and environment. It's an acronym for Very Important Person and such a person naturally wields Influence in society, is very popular, and has a higher social status.

Here's how lead agents use vip:

Assisted VIP guests in concierge lounge as a secondary concierge.
Assist the travel manager with VIP and group reservations.

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7. Customer Complaints

Here's how lead agents use customer complaints:

Provided resolutions and directives when escalations arise regarding unresolved customer complaints surrounding printing, delivery, product or payment issues.
Handled Customer complaints requiring supervisory assistance.

Select Skills To Add To Your Resume

Inbound Calls

Customer Care

Customer Service

Outbound Calls

Computer System

VIP

8. Baggage Service

Baggage service manages the handling of a customer's belongings. Primarily reuniting customers with their personal baggage.

Here's how lead agents use baggage service:

Lead Agent for ticket counter, gate, baggage service, and ops duties in New Orleans.
Assist new hires with more training at counter, gates, and baggage service.

9. Customer Issues

Here's how lead agents use customer issues:

Escalate unresolved customer issues to supervisor.
Take care of any customer issues or concerns regarding tickets, seats or any of the shows.

10. Customer Inquiries

Here's how lead agents use customer inquiries:

Resolved customer inquiries on escalated issues, to focus on First Call Resolution.
Performed as lead agent for team members regarding customer inquiries.

11. FAA

FAA (Federal Aviation Administration) is an aviation regulatory body in the USA.

Here's how lead agents use faa:

Improved company operations as a lead agent working cooperatively with management, subordinates, TSA and FAA;.
Worked meticulously to meet FAA requirements to provide good reliable service to our passengers.

12. Product Knowledge

Product knowledge is the skill of having better information and knowledge about the product you are selling. Product knowledge is essential for the employees of the companies so they can communicate and inform the customers about the product. Having great product knowledge is essential for a better sales pitch and to give the customer a better and complete idea of the product that will influence him to buy the product eventually.

Here's how lead agents use product knowledge:

Develop learning materials to support product knowledge development for team.
Assist the reservations staff by maintaining thorough product knowledge and answering questions about services and company policy on a daily basis.

13. Annuities

Here's how lead agents use annuities:

Appointed by the State of Virginia and State Farm to advise and sell all Property/Casualty and Life/Health and Annuities products.
Review life insurance, annuities, investment, and international banking documentation for operational and regulatory compliance.

14. TSA

Transportation Security Administration (TSA) is a division of the United States Department of Homeland Security, formed due to the 9/11 attacks in 2001. The main task of the agency is to monitor and provide security to the air traveling public. The department is responsible for securing the people's traveling experience by having Federal Air Marshals on planes, teams of explosive professionals on back up, and dog handlers' mobile units.

Here's how lead agents use tsa:

Executed TSA Directives and Federal Aviation Regulations and various policies to ensure compliance at all times.
Screen cargo using the ETD (Explosive Trace Device) according to the TSA standards.

15. Troubleshoot

Troubleshooting is the process of analyzing and fixing any kind of problem in a system or a machine. Troubleshooting is the detailed yet quick search in the system for the main source of an issue and solving it.

Here's how lead agents use troubleshoot:

Provided customers with banking solutions for Bank of America Troubleshoot technical online banking issues Upheld a positive and friendly attitude with customers
Diagnose and troubleshoot customer Internet Service Provider problems following documented and written procedures and following those procedures to a resolution.

5 Lead Agent Resume Examples

Build a professional lead agent resume in minutes. Browse through our resume examples to identify the best way to word your resume. Then choose from 5+ resume templates to create your lead agent resume.


Stephanie Bennett Lead Agent Contact Information Columbus, GA (650) 555-4149 sbennett@example.com Skills • Windshield Fluid • Bank Products • Customer Service • Communication • Car Washes • Multiple Systems • Mental Health • Charged-Off Accounts • Client Service • Sales Floor Employment History Lead Agent 2020 - Present Aflac Columbus, GA • Create and present effective PowerPoint sales presentations to company employees regarding AFLAC's product features and benefits. • File claims; make changes for policyholders, re-enrollments, presentations to business owners and employees. • Set appointments with interested Business owners, CEOs and HR Directors * Performed necessary research and cold calling to gain Clients. • Generated sales by presenting AFLAC Brand to CEO's, General Managers, HR Directors and any other decision makers. Service Agent 2018 - 2020 Sitel Operating Oak Ridge, TN • Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities. • Resolved customer complaints through active listening, empathy, and professionalism. • Exceed monthly sales goals and earned the opportunity to sell life insurance, in addition to property and casualty insurance. Customer Care Representative 2011 - 2018 Verizon Charlotte, NC • Create wireless accounts and activate new lines of service using netace computer system and I2K. • Experience at Level 1 Communication Store Key Holder - Responsible for opening and closing the store as well as customer escalations. • Experienced with handling sophisticated communication systems in a Call Center environment. Collection Agent 2008 - 2011 iQor Holdings Charlotte, NC • Advised clients on financial situations via telephone Maintained consumer databases Worked as a team player with my colleagues to ensure customer satisfaction • Collect on delinquent accounts from Capital One Customers • Set up and arranged accounts for privately funded student loans Established small business accounts Delinquent account resolution Processed financial statements using Excel • Conducted daily phone calls, inbound and outbound to resolve delinquent Direct Tv & Adt security services account Education Bachelor's Degree General Studies 2005 - 2008 American University Washington, DC


Melissa Hicks Lead Agent Contact Info Anderson, IN (250) 555-1355 mhicks@example.com Skills POSCommunicationCustomer CareDifferent TypesTelephone CallsPaypalBank ProductsWindshield FluidAppropriate OptionsVehicle Exterior Employment History Lead Agent 2018 - Present Xerox Anderson, IN • Ensured timely deliveries and installation of newly leased equipment Customer training on equipment use Met sales goals annually • Interacted with individuals via telephone regarding health care. • Maintained customer relations with Kentucky Citizens to provide health care via a call center atmosphere. Service Agent 2017 - 2018 Xerox Anderson, IN • Completed a three week intensive Apple based training course. • Greeted and assisted clients by telephone with effective communication. • Applied advanced troubleshooting methods to determine root causes -- network, hardware, software. Call Center Representative 2015 - 2017 Pizza Hut Memphis, TN • Trained new hires on the POS system and meeting the sales and the goals given from the supervisors. • Processed data for customer orders in computer system. • Tasked with preparation and presentation of training programs for entire Customer Relations Department. Bilingual Customer Service 2014 - 2015 AT&T Birmingham, AL • Documented all issues and responses via the company's computer system, accurately and timely.. • Process orders; maintain all related communication regarding sales, distribution and supply planning Navigate through Database while talking to customer. • Exhibited excellent customer service and customer training as far as communication: written and verbal. • Follow communication procedures, guidelines and policies put in place by AT&T. • Opened customer accounts by recording account information. • Solve internet connection issues using a variety of tools and programs. Education Bachelor's Degree Liberal Arts 2011 - 2014 Saint Leo University Saint Leo, FL


Stephanie Bennett Lead Agent Columbus, GA sbennett@example.com (650) 555-4149 Experience Lead Agent 2020 - Present AflacColumbus, GA • Create and present effective PowerPoint sales presentations to company employees regarding AFLAC's product features and benefits. • File claims; make changes for policyholders, re-enrollments, presentations to business owners and employees. • Set appointments with interested Business owners, CEOs and HR Directors * Performed necessary research and cold calling to gain Clients. • Generated sales by presenting AFLAC Brand to CEO's, General Managers, HR Directors and any other decision makers. Service Agent 2018 - 2020 Sitel OperatingOak Ridge, TN • Maintain records of daily data communication transactions, problems, and remedial actions taken, or installation activities. • Resolved customer complaints through active listening, empathy, and professionalism. • Exceed monthly sales goals and earned the opportunity to sell life insurance, in addition to property and casualty insurance. Customer Care Representative 2011 - 2018 VerizonCharlotte, NC • Create wireless accounts and activate new lines of service using netace computer system and I2K. • Experience at Level 1 Communication Store Key Holder - Responsible for opening and closing the store as well as customer escalations. • Experienced with handling sophisticated communication systems in a Call Center environment. Collection Agent 2008 - 2011 iQor HoldingsCharlotte, NC • Advised clients on financial situations via telephone Maintained consumer databases Worked as a team player with my colleagues to ensure customer satisfaction • Collect on delinquent accounts from Capital One Customers • Set up and arranged accounts for privately funded student loans Established small business accounts Delinquent account resolution Processed financial statements using Excel • Conducted daily phone calls, inbound and outbound to resolve delinquent Direct Tv & Adt security services account Skills Windshield Fluid Bank Products Customer Service Communication Car Washes Multiple Systems Mental Health Charged-Off Accounts Client Service Sales Floor Education Bachelor's Degree General Studies 2005 - 2008 American UniversityWashington, DC


Andrew Henry Lead Agent Employment History Lead Agent 2016 - Present New York Life Insurance CompanyKennesaw, GA • Sell "Term" and "Whole" life insurance to clients. • Joined the Queens office of New York Life Insurance Co. Sold insurance and annuity products for NY Life. • Recognized for continuously achieving office sales goals. Service Agent 2014 - 2016 AloricaKennesaw, GA • Motivate and encourage agents through positive communication and feedback *Answer courteously inbound calls. • Provide high level customer service to Medicare Part D members for United Health Care's OptumRX - mail service pharmacy. Call Center Representative 2006 - 2014 T-MobileChattanooga, TN • Leveraged customer service initiatives to ensure the delivery of an exceptional customer service experience with the customer's needs first. • Have basic knowledge of Blackberry, Android, and Windows OS. • Retain a minimum of 40% cancellations of customer accounts in a highly competitive market. • Set, maintained, and exceeded sales goals and other various call metrics. • Solved problems through effective communication. Bilingual Customer Service 2005 - 2006 Lafayette Venetian BlindWest Lafayette, IN • Dedicated to continuously improving sales abilities and product knowledge. • Greet customers and discuss the type, quality and quantity of merchandise sought for rental. • Started as a cashier before being promoted to customer service desk. Education Bachelor's Degree Hospitality Management 2002 - 2005 Purdue UniversityWest Lafayette, IN Contact Information Kennesaw, GA (910) 555-2862 ahenry@example.com Skills Customer Interaction Open Houses Internet New Customers Telephone Calls Manpower Vehicle Exterior Customer Care Communication Job Knowledge


Brenda Ramos Lead Agent Pittsburgh, PA (440) 555-3169 bramos@example.com Skills Communication Computer System Financial Needs Corporate Clients Multiple Systems Crew Members Foreign Travel Company Travel Procedures Worldspan Employment History Lead Agent 2017 - Present AflacPittsburgh, PA • Provide service for over 325 existing business accounts in Beaufort County area, as well as generating new accounts. • Prospect Acquire new accounts Benefits consultation Write policies Assist with claims • Provide customer service to clients on internet billing and various policy related questions. • Completed applications for individual and group life insurance, annuities, health insurance, and other products. Agent 2016 - 2017 AllstateRoanoke, VA • Provided prompt, efficient, and high-quality customer service. • Provide prompt and accurate customer service. • Provided prospects and clients with customer service needs, and searched for sales opportunities when needed. • Lead by example, motivate and train customer service professionals. Customer Service Representative 2011 - 2016 Sykes EnterprisesGreenwood, SC • Provided support for a number of internet DSL accounts and billing accounts. • Self-motivated with exceptional communication and computer capabilities. Travel Agent 2007 - 2011 AMSCollege Station, TX • Reserved and confirmed travel arrangements for groups and individuals. • Coordinated complex travel arrangements for high end Gospel Music Industry Artists. • Experienced travel agent working with business travel for company and organizational events, including office support and team management. Education Bachelor's Degree Management 2004 - 2007 Texas A&M UniversityCollege Station, TX

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List of lead agent skills to add to your resume

The most important skills for a lead agent resume and required skills for a lead agent to have include:

Inbound Calls
Customer Care
Customer Service
Outbound Calls
Computer System
VIP
Customer Complaints
Baggage Service
Customer Issues
Customer Inquiries
FAA
Product Knowledge

Annuities
TSA
Troubleshoot
Hotel Reservations
Dangerous Goods
Telephone Calls
Travel Arrangements
Customer Calls
Manpower Utilization
Customer Accounts
Quality Standards
TWIC

International Flights
US Customs
AMS
Ticket Sales
Call Monitoring
De-icing
CCTV
Customer Relations
Ticket Counter
Bank Deposits
Apollo
Credit Card

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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