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Customer Service Manager Resume Example

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CUSTOMER SERVICE MANAGER
Summary

Resourceful, innovative and quality focused customer service manager. Over 20 successful years of experience in the field working with customer teams such as Google, Target, Ford, Microsoft, The DOD.

  • Support and solution development with vendors and internal teams of every discipline resulting in product and process improvements.
  • 4 years of successful overseas living and working experience as company liason and office manager for joint venture operations in Bangkok Thailand.
Skills

Creative solutions and client relations and retention are my specialties; empathy, listening, and developing mutual winning outcomes are my tools.

  • Deadline- schedule oriented
  • Process improvements
  • Managed remote employees
  • Meticulous attention to detail
  • Training and coaching
  • Cross-functional collaboration
  • Focused on customer satisfaction
  • Project/Account management
  • Skilled multi-tasker
Experience
08/1997 to 01/2011
Customer Service ManagerSteelcase Inc. － Grand Rapids, MI

Drove quality customer experiences by leading solutions development and conflict resolution to improve support delivery.

  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Scheduled appointments with customer management team to meet customer needs and resolve key concerns.
  • Limited customer delays by efficiently scheduling staff across 24 hour shifts.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Supervised multiple customer service projects per week to track and resolve issues and improve operating procedures.
  • Delivered fast, friendly, knowledgeable service for questions and service complaints.
  • Worked with engineering, marketing and order fulfillment to enhance customer service procedures, products and policies, improving support structures company-wide and boosting customer satisfaction.
  • Evaluated customer stated needs to assess issues and determine potential solutions.
  • Helped customers work within established systems to achieve desired results and enhance company loyalty.
  • Generated over $300,000,000.00 in cost savings by developing a previously unsolvable field fix.
07/1987 to 07/1997
Quality Assurance AnalystSteelcase Inc. － Grand Rapids, MI

Resolved quality and engineering issues promptly by using product, process and lean knowledge, resulting in better products and productivity workflows.

  • Designed and updated test procedures to complete consistent manual tests.
  • Worked with on and off-site teams to complete timely tests and facilitate smooth product releases.
  • Consulted with product marketing and engineering to fully understand intended features and functionality of products and to recommend improvements.
  • Analyzed product requirements to find defects and eliminate issues.
  • Created, edited, and updated project manuals and technical documentation used by entire QA team.
  • Explored new technologies and tools that quality assurance team could use for testing purposes such as spectrophotometers and digital cameras for remote reporting.
  • Promoted company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Set and achieved product quality objectives while meeting product specifications.
  • Recommended improvements to products, systems and procedures for increased productivity and profits.
  • Collaborated with management team to prioritize effective and sustainable cost savings plans.
  • Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
  • Tasked to compile data on quality issues and vulnerabilities and report findings to VP of operations and legal consul.
03/1981 to 07/1987
Manufacturing AssociateSteelcase Inc. － Grand Rapids, MI

Prepared and assembled materials, welded, expedited, drove Hi-lo and set up and operated production equipment in accordance with safe manufacturing practices and standard operating procedures.

  • Troubleshooter for problems with equipment, devices or products.
  • Adhered to all applicable regulations, policies and procedures for health, safety and environmental compliance.
Education and Training
04/1989
Certified Quality TechnicianASQC
05/1991
Certified Quality AuditorASQC
06/2020
Associate of Applied Science: Business Administration And ManagementJackson College － Jackson, MI
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Resume Overview

Companies Worked For:

  • Steelcase Inc.

School Attended

  • ASQC
  • Jackson College

Job Titles Held:

  • Customer Service Manager
  • Quality Assurance Analyst
  • Manufacturing Associate

Degrees

  • Certified Quality Technician
    Certified Quality Auditor
    Associate of Applied Science : Business Administration And Management

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