customer care service quality manager resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Customer Service management professional with the expertise in providing excellent customer service support and demonstrated ability in establishing and reinforcing operational processes to ensure a positive customer experience across an entire organization. 

  • Exceptional interpersonal communication
  • Excellent team player
  • Experience with complaint management system software
  • Customer Service Trainer
  • Call Center experience
  • Complaint resolution skills
  • Great Persuasion skills
  • Experience with creating Service Level Agreements
  • Played an instrumental role in building a robust Complaint Management System for Capital Bank.
  •  Under my leadership as a Customer Care & Service Quality Manager, Capital Bank won the 1st runner up in the "Best Bank of the Year Award" for year 2014

Customer Care/Service Quality Manager, 03/2011 - 05/2016
Dairy Farmers Of America Clovis, NM,


  • Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.
  • Interviewed, hired and trained new quality customer service representatives.
  • Provided detailed monthly departmental reports and updates to department heads and senior management.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Conduct periodic customer satisfaction survey.
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Develop, implement and monitor customer care executives to ensure compliance with customer care policies.
  • Addressed negative customer feedback immediately.
  • Design and implement customer care strategies to facilitate and enhance the ultimate satisfaction of customers to achieve a competitive edge for the bank.
  • liaise with other department heads to formulate Service Level Agreements for all processes
  •  Assist in the recruitment and hiring of the most qualified customer care applicants.
  • Organize in collaboration with the Corporate Affairs Department, a periodic customer appreciation day and other customer delight programs to ensure a successful and healthy relationship with our customers.
  • Asses the performance of all departments by the use of Service Level Agreement(SLA).
  • Supervise the operations of the Call Center.
Branch Manager, 06/2010 - 03/2011
Koch Industries, Inc. Longview, TX,
  • Ensures the administration and efficient daily operation of the branch.
  • Promotes, explains and sells all retail products.
  • Coaches and develops direct report employees.
  • Authorizes transactions in accordance with bank policy.
  • Driving new business.
  • Monitored the daily activities of all sales teams.
  • Resolved customer questions, issues and complaints.
International Operations Representative, 10/2008 - 06/2010
Mercantile Bank Corporation Pisgah, OH, USA
  • Reviewing of all outgoing and incoming payment order request against OFAC list.
  • Ensuring availability of funds before disbursement.
  • Authentication of all payment orders to avoid fraud.
  • Assisting in foreign currency inventory audits.
  • Investigating all returned payment orders.
  • Reconciling of foreign accounts statements.
Customer Service Representative, 01/2007 - 10/2008
Commerce Bank City, STATE, USA
  • Managing customer complaints.
  • Managing the queues at the front line.
  • Preparing service excellence reports.
Personal Banker, 06/2005 - 10/2006
Standard Chartered Bank Ghana Ltd City, , Ghana
  • Making independent recommendations with regards to packaging loan products and service quality.
  • Handling both foreign and local account opening.
  • Active participation in branch sales strategy to execute branch action plans for meeting targets.
  • Acquiring new businesses.
  • Ensuring renewal of all overdrafts one clear month before expiry date.
  • Assisting the branch Manager with auxiliary duties.
  • Selling of financial products and services.
Customer Relations Officer, 06/2003 - 06/2005
Standard Chartered Bank Ghana Ltd City, , Ghana
  • Attend to and manage customer queries, request, and complaints.
  • Assist in sales generation activities.
  • Assist in controlling the queue at transaction counters.
  • Assisting customers at self-service channels.
  • Acquire customers and build relationship with existing customers.
MBA: Business Administration, Finance, Expected in 2014
Status -
Bachelor of Science: Business Administration, Marketing, Expected in 2004
Central University College - GHANA, WEST AFRICA
Status -

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Resume Overview

School Attended

  • Central University College

Job Titles Held:

  • Customer Care/Service Quality Manager
  • Branch Manager
  • International Operations Representative
  • Customer Service Representative
  • Personal Banker
  • Customer Relations Officer


  • MBA
  • Bachelor of Science

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