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Customer Service Manager Resume Example

Resume Score: 80%

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CUSTOMER SERVICE MANAGER
Summary

Reliable, energetic and resourceful customer service professional with over 17 years experience looking to leverage my leadership experience in a new career in property management. Ability to cultivate key client and internal relationships across multiple business channels with expertise in client services, account management and relationship building.

Skills
  • Customer relationship management
  • Account management
  • Team management
  • Cross-functional collaboration
  • Proficient in Microsoft Office
  • Training and coaching
  • Process improvements
  • Meticulous attention to detail
Experience
Enerco Group Inc.March 2014 to January 2021Customer Service Manager
Cleveland, OH
  • Manage day-to-day operations for 11 member team; Monitor contact center calls, emails, purchase order processing and RMA entry to ensure customer contact response time is in accordance with company guidelines.
  • Maintain over 1,500 international and domestic customer accounts across 11 business channels i.e. Retail, Distribution, Rental, Agriculture, Product Services etc.
  • Coordinate departmental improvements with high level interaction with Senior Management to establish best practices for excellent customer service and increased sales.
  • Contributed to increase in annual sales 8 years in a row by identifying gaps in product sales, securing customer purchase orders and reducing compliance fines.
  • Provide regular communication to 62 commission based third party sales rep agencies to present sales analytics, advise of personnel changes within the Customer Service Department, in/out of season business hour changes and to solicit feedback regarding customer relations.
  • Motivate, coach and foster team work by assisting where necessary, providing regular communication, remaining approachable, delegating, providing feedback and leading by example.
  • Monitor customer care performance indicators and service level metrics by way of key sales reports executed and distributed by Customer Service team members.
  • Interview and hire new quality-focused customer service representatives.
  • Develop and implement on-boarding schedule for new hires.
  • Write and communicate employee performance reviews.
  • Communicate with remote staff via Go To Meeting, Zoom and Slack video conferencing platforms.
Enerco Group Inc.August 2003 to March 2014Senior Customer Service Representative
Cleveland, OH
  • Suggests methods to improve area operations, efficiency and service to both internal and external customers.
  • Review and prepare financial reports for department and other office staff.
  • Provide daily direction to call center associates.
  • Assist with recruiting and hiring perspective candidates.
  • Attend training for personal development and skill enhancement.
  • Maintain customer and sales rep relationships by offering honest feedback, providing prompt responses and through active listening.
  • Oversaw 3 national accounts and managed over $30,000,000 in purchase orders annually.
  • Translate customer purchase orders into sales orders by way of manual data entry and EDI processes.
  • Document conversations with customers to track requests, problems and solutions.
  • Review account and service histories to identify trends and issues.
  • Maintain “active” phone availability time in accordance with company guidelines.
Education and Training
Lakeland Community CollegeDecember 2019Real Estate Certification & License: Real EstateKirtland, OH
Continuing Education
  • Tri-C - Business Management
  • Leadership Development
  • Microsoft Excel
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

Companies Worked For:

  • Enerco Group Inc.

School Attended

  • Lakeland Community College
  • Continuing Education

Job Titles Held:

  • Customer Service Manager
  • Senior Customer Service Representative

Degrees

  • Real Estate Certification & License : Real Estate

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