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Customer Care Manager Resume Example

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CUSTOMER CARE MANAGER
Professional Summary

Highly accomplished and trusted Customer Care Team Leader with a strong background in customer service, team development, sales achievement and public service. Dedicated individual with a reputation for going above and beyond to deliver outstanding customer service and contribute to company success. Energetic natural leader driven to motivate and develop team members. Ability to prioritize and multi-task in fast-paced environments to successfully meet multiple deadlines.

Skills
  • Confident public speaker with exceptional verbal and written communication skills
  • Relationship building and rapport
  • Process improvement and creation, detail oriented and strategic planning
  • Cold calling/call center management
  • Problem solving and conflict resolution
  • Team member onboarding and development
  • Microsoft Word, Excel, Outlook proficient
  • Public relations
  • CRM and office management software, including Microsoft Teams, Zoom
  • Sales professional
  • Community Involvement: Team lead for multi-year ACS (Relay for Life), Be The Match (Bone Marrow), and Karmanos Cancer Center and other fundraisers
Work History
Partner Development Manager, 05/2020 to Current
Quicken Loans – Detroit, MI
  • Met frequently with technical, product management and service personnel to stay current on company offerings and business policies.
  • Identified client needs, built relationships and overcame objections to drive sales.
  • Documented all customer interactions using Salesforce and company spreadsheets to capture data in processing system.
  • Drove business development through proactive networking and relationship-building strengths.
  • Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
  • Utilized effective communication and active listening skills to create client rapport to grow network.
  • Contacted customers and prospects to generate new business for Realtor Alliance projects to achieve company goals.
  • Boosted brand awareness, implemented promotional campaigns and employed sales tactics for Rocket Pro.
Sales Consultant, 02/2004 to Current
Tastefully Simple – New Baltimore, Michigan
  • Successful owner of home-based direct sales business for over 15 years, generating over $450,000 in personal sales and building team up to 80 independent consultants
  • Mentor team members providing accountability, coaching, shadowing opportunities using conference calls, team meetings and events, including large scale recognition celebrations while creating outstanding team culture of abundance and support. Collaborated with team members to improve performance and increase sales
  • Chosen speaker at large community events and multiple Tastefully Simple National Conferences with over 3,000 in attendance
  • Two time member of Tastefully Simple Presidential Advisory Committee appointed to represent managers from around the country and work with top company executives including CEO and COO
  • Received awards for top regional and national sales and sponsoring
  • Expanded network by attending industry events, identifying and pursuing leads and establishing rapport with new clients
Customer Care Manager, 09/2014 to 05/2020
Buff Whelan Chevrolet – Sterling Heights, MI
  • Successfully created and managed first Service Business Development Center initially designed to assist with call overflow, online service leads, and customer service issues with focus on driving sales and increasing retention
  • Created processes to change call structure resulting in fielding 95% of incoming service calls, 100% of online leads, and customer questions, complaints and concerns, resulting in increased customer loyalty and retention, service lane revenue
  • Proactively created strategic plan to utilize manifest lists and outbound opportunities, increasing revenue
  • Designed and authored all online templates and call scripts including cold calling, appointment reminders and customer care follow up
  • Identified, developed and implemented solutions to improve client experience, team culture, efficiency and increased retention achievements. Automated office operations, managed client correspondence, payment scheduling, record tracking and data communications. Implemented policy and procedures for scheduling appointments, tracking efficiency and productivity, show rates, and team communications.
  • Developed framework for hiring, standardizing salaries, and training new team members. Recruited, trained and developed dynamic administrative team, supporting all corporate growth and productivity objectives. Evaluated performance while motivating team members to increase productivity, accuracy and promote excellent client service. Coordinated team schedules to maximize coverage during peak hours.
Police Officer, 01/1995 to 04/2001
City Of Westland – Westland, Michigan
  • Interacted daily with citizens to establish rapport and become familiar presence in area while enforcing laws and protecting citizens
  • Investigated Juvenile Crimes in Detective Bureau while partnering with schools to decrease truancy, increase parental responsibility, and establish open communication between police department and school district
  • Spoke in schools about dangers of date rape drugs, personal protection and teamwork
  • Service oriented approach taking a personal interest in helping the community
  • Investigated criminal and traffic offenses
Patient Care Nursing Assistant, 02/1992 to 12/1994
Bon Secours Hospital (now Beaumont Grosse Pointe) – Grosse Pointe, MI
  • Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision
  • Facilitated activities of daily living, including personal hygiene management, feeding and ambulation. Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals
  • Employed mobility devices and ambulatory equipment to lift patients from chairs to beds, following all safety procedures to avoid injuries
Education
Business Development Certification: 2015
Traver Connect - Richardson, TX
Bachelor of Science: Psychology, 12/1994
Wayne State University - Detroit,MI
05/1995
Law Enforcement Certification - Schoolcraft College
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Resume Overview

Companies Worked For:

  • Quicken Loans
  • Tastefully Simple
  • Buff Whelan Chevrolet
  • City Of Westland
  • Bon Secours Hospital (now Beaumont Grosse Pointe)

School Attended

  • Traver Connect
  • Wayne State University
  • Law Enforcement Certification

Job Titles Held:

  • Partner Development Manager
  • Sales Consultant
  • Customer Care Manager
  • Police Officer
  • Patient Care Nursing Assistant

Degrees

  • Business Development Certification : 2015
    Bachelor of Science : Psychology , 12/1994
    05/1995

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