Customer Service Manager Resume Example Enerco Group Inc.

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

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

Customer Service Manager Resume Example

Resume Score: 80%

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