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Customer Service Manager Resume Example

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CUSTOMER SERVICE MANAGER
Summary

Resourceful and client-focused Customer Service Manager with over 5 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills. Versatile Usher familiar with security standards, cleaning procedures and restocking strategies. Knowledgeable about selling tickets, answering questions and monitoring facilities.

Skills
  • Conflict resolution techniques
  • Talent development
  • Client relations and retention
  • Marketing savvy
  • Schedule coordination
  • Persuasive
  • Account management
  • CRM
  • Cross-functional collaboration
  • Customer Service
  • Call center experience
  • Focused on customer satisfaction
  • Product Knowledge
  • Skilled multi-tasker
  • Superior computer skills
  • Deadline-oriented
  • Training programs
  • Training and coaching
  • Research ability
  • Expertise in sales
  • Meticulous attention to detail
  • Quality assurance controls
  • Able to lift 50 lbs.
  • Fluent in English.
  • Mixing cleaning chemicals
  • Exceptional time management
  • Facility maintenance
  • Sanitization techniques
  • Minor repairs
  • Issue and conflict resolution
  • Salesforce Management
  • Lead generation
  • Brand management
  • Teambuilding
  • Multitasking
  • Leadership
Experience
24/7 intouch | Orlando , FLCustomer Service Manager12/2020 - Current
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Automated contact management system to maintain efficient client organization.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Boosted productivity by maintaining strong call control and quickly working through scripts to address diverse problems.
  • Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
  • Educated clients on how to navigate company systems and work within established frameworks to obtain desired services.
  • Established strong and successful policies for employee actions and customer interactions.
  • Set and managed performance benchmarks for call center employees.
  • Created process improvements, including new call center and commission-based pay plans.
  • Motivated and promoted team employees from within for key leadership roles.
  • Developed quality assurance standards and established targets for all staff.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
Universal Studios | Orlando , FLCabana Attendant11/2019 - 12/2020
  • Served guests with enthusiastic, helpful demeanor to promote positive, memorable experiences.
  • Resolved guest concerns or complaints and kept supervisors informed of escalating situations.
  • Attended all offered trainings to build customer service and sales skills.
  • Provided physical assistance to visitors getting onto and off of rides.
  • Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
  • Restocked nonperishable food items, condiments and napkins to keep pantry well-supplied.
  • Sanitized frequented areas and equipment using approved supplies.
  • Handled and stored hazardous chemicals safely to prevent injury or illness.
  • Maintained safety protocols through proper, cost-effective and safe handling of equipment, chemicals and material usage.
  • Strengthened building cleanliness by inspecting perimeters, picking up trash and performing inspection.
  • Responded to emergency cleaning requests to meet client expectations.
Universal Studios | Orlando, FLEvent Guide 02/2018 - 11/2019
  • Responded to guest questions about current facility events and future offerings.
  • Determined authenticity and applicability of presented tickets.
  • Provided knowledgeable service when answering questions and greeted all customers with friendly demeanor.
  • Helped patrons to assigned seats by giving directions and leading way with flashlight while lights were dimmed.
  • Complied with health and sanitation practices and procedures.
  • Greeted patrons at parades events.
  • Directed guests to correct location by documented ticket seats and answered questions about facility amenities.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Organized materials, cleaned facilities and set up equipment to prepare for events.
  • Communicated directions to patrons for points in or outside of facility.
  • Searched for lost articles and parents of lost children.
  • Encouraged patrons to step out of comfort zones, try new arcade games and increase spending.
Mcdonalds | Orlando, FLCashier - Manager10/2016 - 01/2019
  • Supervised store opening and closing procedures, which included counting cash drawers and making bank deposits.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Taught junior employees how to meet operational and sales goals with proactive strategies.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Boosted store profit into regional top 100% through sales, service and loss prevention incentives.
  • Motivated higher sales through incentives, reward-based programs and positive reinforcement of good sales practices.
  • Cleaned and stocked front end areas, including register changing tapes and ribbons.
  • Assisted with training new cashiers and customer service team members to increase speed of onboarding.
  • Applied proper tare procedures when ringing up scalable items to maintain accurate pricing.
  • Complied with cash handling procedures to meet regional cashier variance policy.
Education and Training
Maynard Evans High School | Orlando, FLHigh School Diploma05/2019
Valencia College | Orlando, FLBachelor of Arts in Biology Science Expected in 05/2022
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Resume Overview

Companies Worked For:

  • 24/7 intouch
  • Universal Studios
  • Mcdonalds

School Attended

  • Maynard Evans High School
  • Valencia College

Job Titles Held:

  • Customer Service Manager
  • Cabana Attendant
  • Event Guide
  • Cashier - Manager

Degrees

  • High School Diploma
    Bachelor of Arts in Biology Science

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