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customer service and prepress manager resume example with 17+ years of experience

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

Experienced manager offering 10 plus years of experience dedicated to boosting customer service excellence with detail-oriented approach and dedicated follow-through. Assess current systems with critical eye to develop efficiency-boosting enhancements. Well-organized and highly analytical problem solver.

Skills
  • Customer Relationship Management Software (CRM)
  • Personnel training and development
  • Inter-department collaboration
  • Talent Development
  • Team Leadership
  • Training and Development
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • Staff education and training
  • Training and mentoring
  • Process improvement specialist
  • Account management
  • Effective problem solver
  • Technical Support
  • Complaint resolution
  • Effective workflow management
  • Team Building
Work History
05/2018 to Current Customer Service and Prepress Manager Trinet | Idaho, OH,
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Completed special projects by using effective decision making, critical thinking and time management skills.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
07/2014 to 05/2018 Customer Account Manager First American Financial | Philadelphia, PA,
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Tracked and maintained orders to guarantee prompt and successful delivery of merchandise to customers.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
10/2003 to 07/2014 Customer Service Supervisor Gopher Sport | City, STATE,
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Kept abreast of new company products and services to effectively answer questions and resolve complaints.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
Education
Expected in 05/2011 Associate of Arts | Business Management Riverland Community College, Owatonna, GPA:
Expected in 02/2010 Training Certifiction | Training Adults University of Oklahome, Oklahoma, GPA:
Expected in 06/2000 High School Diploma | Owatonna High School, Owatonna, MN, GPA:

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Resume Overview

School Attended

  • Riverland Community College
  • University of Oklahome
  • Owatonna High School

Job Titles Held:

  • Customer Service and Prepress Manager
  • Customer Account Manager
  • Customer Service Supervisor

Degrees

  • Associate of Arts
  • Training Certifiction
  • High School Diploma

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