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
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Experience
Glacier Bancorp | Wenatchee , WACustomer 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.
Benchmark Hospitality | Saint Pete Beach , 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 Orlando | Hollywood , CAEvent 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 | City , STATECashier - 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 | City, StateHigh School Diploma05/2019
Valencia College | City, StateBachelor of Arts in Biology Science Expected in 05/2022
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Resume Overview
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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