client service manager resume example with 16+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Operations Manager with 9 years of experience directing operations, providing corporate vision and motivating team members by defining and communicating clear ideas and strategies. Hold team members accountable to drive results and eliminate obstacles. Apply Lean methodology to obtain continuous process improvement. Demonstrate an approachable leadership style to foster team member engagement including recognition.
Consulted with customers to resolve service and billing issues.
Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted customers with making payments or establishing payment plans to bring accounts current.
Fielded customer complaints and queries, fast-tracking for problem resolution.
Used proven techniques to de-escalate angry customers during telephone interactions.
Made outbound calls to obtain account information.
Mentored new employees on procedures and policies to maximize team performance.
Improved customer service wait times to mitigate complaints.
Operations Manager, 06/2011 - 03/2019 Ao Precision Manufacturing – Daytona Beach, FL,
Empowered employees with conflict management abilities and strategies for retaining
dissatisfied customers
Supported back office procedures, including hiring and employment processes
Maintained an onsite presence to ensure operations departments and teams met all
company operational standards
Established objectives for staff, monitored performance, and coached on strategies to
improve results
PR
Recognized for excellence in building and motivating new productions to go with
Hertz instead of competitor
Aligned new initiatives with operational process by effectively coordinating plans,
resources, and teams according to established procedures
Handled business accounts and records with high accuracy and full compliance with
applicable regulations
Managed business plans, outlined policies, and coordinated resources to improve
business operations and maximize utilization of personnel and materials resources
Handled all aspects of successful Hertz Entertainment branch, including sales and
service
Checked-in and inspected returned rental items, noting condition of items on rental
contracts
Completed required paperwork such as rental reservations and contracts
Answered customer questions and clarified service fees, company policies, and rental
procedures
Checked-in and inspected returned rental items, noting condition of items on rental
contracts
Resolved or escalated business problems to keep operations moving smoothly
Managed daily tasks consistently and sought out opportunities to go beyond
requirements and support business targets
Implemented efficient workflow process improvement to enable more productivity
without hiring additional staff
Interviewed, hired, and onboarded new employees with qualifications matching
requirements
Implemented and monitored customer service standards for consistent interactions
with guests
Implemented office procedures by setting objectives to guide steady workflow.
Receptionist, 01/2006 - 06/2009 Ebenezer – West St Paul, MN,
Answered incoming office calls over multi-line system and answered questions, took
messages, or transferred to desired extensions
Shared information about office hours, procedures, and requirements to resolve
walk-up and telephone questions
Greeted guests promptly and consistently set professional tone with friendly
assistance
Picked up, organized, and wiped down reception regularly to keep area professional
and clean
Accepted incoming mail and packages and routed to appropriate staff
Helped gather supplies and set up spaces to coordinate meetings and office events
Managed incoming and outgoing mail and deliveries to support efficient office
operations
Answered telephone calls to provide information, take messages and set up
appointments
Wrote and distributed professional, error-free correspondence such as internal memos,
email responses and professional letters
Resolved guest and staff issues independently by using strong organizational, conflict
Jun 2021
management and decision-making abilities
Greeted every visitor with friendly smile and immediate offer of knowledgeable
assistance
Set up meeting spaces, organized supporting materials and secured services such as
catering for longer conferences
Supported the work of office staff by providing skilled clerical assistance.
Assistant Front End Manager, 01/2002 - 06/2006 Kroger – Anchorage, AK,
Coached employees on cashier job functions and provided cross-training for other
front-end positions
Prepared weekly schedules for cashiers, maintaining adequate coverage at peak
shopping times
Verified cashier compliance with directives such as checking for identification to sell
alcohol and tobacco products
Kept store safe by identifying and removing safety hazards such as spills and blocked
exits
Assisted cashiers in providing credits or refunds to customers
Controlled shrinkage by observing cashier operations and customer behaviors
Managed delivery of quality customer service, enabling staff to expeditiously service
customers and provide good shopping experience
Managed store independently in absence of store manager or assistant manager
Worked with cashiers to resolve money issues such as shortages, overages, and
counterfeit bills
Helped resolve checkout problems and delays, including checking prices and issuing
rain checks for out-of-stock sale items
Reviewed daily reports in detail and resolved any identified discrepancies
Boosted team performance by closely monitoring the work of each staff member and
offering motivational support
Scheduled front end to meet needs of business and keep team efficient
Developed and optimized work schedules to cover expected workloads
Trained new employees in clerical tasks and office policies to avoid misunderstandings
and enhance productivity
Supervised front end associates in fast-paced and demanding environment
Obtained compliance with company policies and procedures in processing
transactions with customers
Evaluated customer issues and complaints and developed amicable solutions
Balanced daily deposits and safe counts as required and prepared bank deposits
Oversaw accounts payable and accounts receivable duties and interactions with
vendors.
Education and Training
High School Diploma: , Expected in 06/2021 - Gorden Bernell Charter School - albuquerque, NM GPA: Status - I recently found out that the Highschool I attended years ago in California closed down
and was listed as incomplete so they did not have a diploma for me ,So I decided to go
back to school since I was laid off of my job of 9 years back in April of last year due to
Covid. And now I'm finishing up my last tests and will be set to graduate
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