LiveCareer-Resume

customer service manager resume example with 16+ years of experience

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

Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 24 year background maintaining customer satisfaction and contributing to company success.

Skills
  • Inter-department collaboration
  • Budgeting and reporting
  • Personnel training, mentoring and development
  • Complaint resolution
  • Exceptional telephone etiquette
  • Customer-focused
  • Customer Relations
  • Logistics policies and procedures
  • Effective problem solver
  • Exceptional interpersonal communication
  • Team Building
  • Excellent time management skills
  • Account updates
  • Skilled trainer
Education
Herzing College of Business and Technology Birmingham, Alabama Expected in Bachelor of Science Degree : Business Computer Systems - GPA :
Work History
Compass Group Usa Inc - Customer Service Manager
Greeneville, TN, 01/2012 - Current
  • Responsible for assisting in the supervision of the Customer Service Representatives and ensuring a high degree of customer satisfaction
  • Responsible for training new Customer Service Representatives, as well as, coaching and developing incumbent Customer Service Representatives
  • Responsible for ensuring all Company and departmental policies and procedures are; implemented, executed, and upheld
  • Rain new Customer Service Representatives on relevant technical systems as well as departmental policies and procedures if needed
  • Responds to escalated customer service issues and requests, in timely and professional manner
  • Acts as a liaison between the customer service personnel and other departments
  • Fill in and act as a customer service representative as needed
  • Work with Director of Customer Experience to develop SMART processes and procedures for Customer Service department
  • Fill in for director for Director of Customer Experience as needed and represents Customer Service department in key meetings with vendors, customers upper management and other key personal
  • Travel when needed to assist in customer relation issues at vendors or out of town retail locations.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Aided senior leadership during executive decision-maClaire processes and generated daily reports to recommend corrective actions and improvements.
  • Assisted customers with navigating Ecat and Supercat systems to obtain satisfactory outcomes.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
Celanese - Customer Service Team Lead
Huntsville, AL, 01/2010 - 01/2012
  • Trained new Customer Service administrative positions on relevant technical systems, as well as departmental policies and procedures
  • Responded to escalated customer service issues and requests in timely and professional manner
  • Acted as a liaison between the customer service personnel and other departments
  • Filled in and acts as a customer service representative as needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Maintained customer satisfaction with forward-thinClaire strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Communicated with customers regarding backorder availability, future inventory and special orders.
  • Opened and maintained customer accounts by recording account information.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Handled day-to-day customer contact via phones, faxes and emails.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Parker-Hannifin, Corporation - Customer Service Rep
San Francisco, CA, 08/2005 - 01/2010
  • Data Entry
  • Set up of new accounts
  • Knowledge of product and in-house sales
  • Worked directly with accounts and sales representatives to ensure a positive customer experience
  • Managed returns and quality issues for accounts
  • Created company documents and forms that were integrated and used in basic every day activities and policies
  • Worked with clients on their orders through the entire process
  • Issued and processed credits for accounts
  • Worked with accounting by contacting clients with concerns on charge backs and pending balances.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinClaire strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Communicated with customers regarding backorder availability, future inventory and special orders.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Provided information regarding charge accounts and loyalty programs.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Answered constant flow of customer calls with minimal wait times.

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Resume Overview

School Attended

  • Herzing College of Business and Technology

Job Titles Held:

  • Customer Service Manager
  • Customer Service Team Lead
  • Customer Service Rep

Degrees

  • Bachelor of Science Degree

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