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customer relationship manager resume example with 13 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Skills
  • Team management
  • Multitasking
  • Friendly, positive attitude
  • Strategic thinker
  • Project Management
  • Compelling leadership skills
  • Rapport and relationship building
  • Customer relationship management
  • Call Center Operations
  • Issue resolution
  • Experience in leadership
  • Training & Development
Education and Training
Osmania University Hyderabad India, Expected in 01/2007 BCOM : Computers - GPA :
Frobles Junior College Hyderabad India, Expected in 03/2001 Intermediate : Computer And Information Sciences - GPA :
International Indian School Jeddah Jeddah KSA, Expected in 03/2000 High School Diploma : - GPA :
Experience
Rent-A-Center Inc. - Customer Relationship Manager
Austin, TX, 04/2018 - 08/2019
  • Provided exemplary level of service to customers to extend relationships for future business opportunities.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Counseled students individually on educational needs and growth patterns.
  • Counseled students on personal, academic, vocational and behavioral issues and actualized plans to remove obstacles to success.
  • Determined business development opportunities and implemented effective strategy for client acquisition.
  • Attended conferences and trade association meetings to represent company and promote products.
  • Compiled and submitted monthly and yearly reports.
  • Oversaw staff by delegating work and reviewing individual performance.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
Richemont - Executive Manager
San Diego, CA, 02/2017 - 02/2018
  • Built strong rapport with clients and stakeholders over the telephone and in person.
  • Created and developed sales/marketing strategies, and business development plan.
  • Proactively grew my accounts through internal networking and negotiating long-term contracts.
  • Acquire new business, Incubate, Strategy planning, Accelerate, Funding & Management.
  • Handled the complete operations (Projections/Forecast/Planning and Development).
  • Achieved good results in 2 months after taking the business in hand.
  • Hiring and trainings/monitoring of employees for quality assurance.
  • Help setup the new international startup of iCareFix in Kuwait (Material/Staffing/Training).
  • Researched, reviewed and arranged meetings with new prospect companies.
  • Facilitating the entire sales process; cold calling, lead generation, closing sales.
  • Working with a wide customer base (DXB/KWT)
  • Closed new business leads, developed negotiating strategies by coordinating prospects goals and requirements with company objectives and procedures.
  • Oversaw daily operations of multiple business units.
  • Guaranteed overall delivery and quality of unit's offerings to customers.
  • Tracked monthly sales to generate reports for business development planning.
  • Motivated employees to share ideas and feedback.
  • Assessed team proficiencies, identifying and targeting areas for improvement.
  • Implemented effective customer service surveys to encourage feedback.
  • Identified and solved complex strategy problems to drive organizational goals.
  • Generated daily operational and sales reports for corrective action or continuous improvement.
  • Monitored progress by establishing plans, budgets and measuring results.
  • Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Geo Group Inc. - Team Leader/Supervisor
Lawton, OK, 01/2011 - 12/2016
  • Operations Management:.
  • Did complete setup of CRM division for UMC (United Motors Company).
  • Responsible for operations& reporting for management.
  • Started my team with 3 agents in 2011, I had 36 people in my team in different regions by 2016.
  • Delegated daily tasks to team members to optimize group productivity.
  • Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention.
  • Responsible for hiring managing, training new quality customer service representatives.
  • Improved operations by working with team members and customers to find workable solutions.
  • Dealing with customers Via, Phone, Emails, Walk in, Digital Media (Face book/Twitter/UMC website) & other social web sites.
  • Analysis of work for each agent done individually by preparing reports daily, weekly and monthly and providing consisting feed back.
  • Implemented automated call center customer survey and tracking system, resulting in valuable feedback for continuous improvement efforts.
  • Expertise in selling service “NO”.
  • Done IVR recordings& offers in both languages Arabic & English for the 9200#,UMC / GMC and the main branch Auto- mall for both UMC & GMC.
  • Prepared Customer Service and Process Guide to train the rest of the departments in all the regions in KSA
  • Recognized by management for providing exceptional customer service.
  • Expert and MCI rules and assured the company follows them to avoid any monetary loss to the company.
  • Led employee training and development division by monitoring competency grids and identifying training needs for skill / competency up-gradation.
  • Designed and conducted customized training programs and ensured that training & development initiatives are aligned with the organizational goals and culture by utilizing contemporary pedagogy, learning tools and methodology.
  • Presented innovative recruitment methods to the whole recruitment team which was appreciated by the management.
Mohammed Ali Al Hamrani Inter Trade Ltd - Marketing Executive
City, STATE, 08/2009 - 12/2010
  • TATA Motors and Machinery
  • Planned and organized public relations and promotional events.
  • Assist in the development of brand positioning, business development, marketing / launch plans & guide activities for respective brands across all customer touch points.
  • Determined target audiences for particular products and aligned campaigns with demographics.
  • Completed strategic competitive analysis by assessing strengths and weaknesses of competitors.
  • Used sales forecasting and strategic planning to verify sales and profitability of products, lines and services.
  • Collaborated with advertising and promotion managers to promote products and services.
  • Was looking after all Marketing activities & advertisement for TATA motors & Machinery which includes Forklifts (ATL & BTL).
  • Detailed and arranged travel arrangements and venue reservations for conferences and seminars for CEO and Chairman
  • Made professional MS presentation’s for CEO & COO.
  • Prepared sales & stock reports, sales targets, business plans, price comparisons, product comparison, promotion plans, management charts, etc.
  • Executed special objectives and projects in response to executive team and board member requests.
  • Preparing stock reports on weekly, monthly & yearly basis.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
Bank Of America - Loan Counselor HRD
City, STATE, 06/2008 - 03/2009
  • Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting loan.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Observed corporate and federal regulatory policies in terms of data security, privacy and confidentiality.
  • Identified valuable solutions for customers with credit problems.
  • Negotiated payments for customers with delinquent loans.
  • Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
  • Observed privacy laws to prevent breaches and protect data.
  • Spent ample time with each applicant to break down complex information into terms that easy to understand.
  • Understood customers financial situations and provided with different payment plans to retain the house.
  • Dealt with all Delinquent accounts and help customers from stopping them from foreclosure.
  • Helped the team to over come with emotional touch while debt collecting.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
GE Money Bank - Customer Service Specialist
City, STATE, 10/2005 - 06/2008
  • Documented conversations with customers to track requests, problems and solutions.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Strengthened team performance and productivity by training and inspiring team members.
  • Promoted as a PD in 6 months
  • Handled escalated customer service concerns to preserve revenue streams from key customers.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Informed customers about product lines and services offered by company.
  • Improved service quality and increased sales by developing strong knowledge of company's products and services.
  • Took part in many extra curricular activities during the period
  • Took different knowledge and behavioral trainings.
Languages
English :
Native/ Bilingual
Negotiated :
Arabic :
Native/ Bilingual
Negotiated :
Urdu :
Native/ Bilingual
Negotiated :
Hindi :
Full Professional
Negotiated :

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Resume Overview

School Attended

  • Osmania University
  • Frobles Junior College
  • International Indian School Jeddah

Job Titles Held:

  • Customer Relationship Manager
  • Executive Manager
  • Team Leader/Supervisor
  • Marketing Executive
  • Loan Counselor HRD
  • Customer Service Specialist

Degrees

  • BCOM
  • Intermediate
  • High School Diploma

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