customer service manager resume example with 12+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Experienced Vehicle Technician, and Customer Service Manager, with over 12 years of experience performing mechanical work, and 10 years of experience being a Trainer, and Shop Manager. Knowledgeable about coordinating inventory, managing safety procedures and complying with standards. Well-versed in components and systems of wheeled vehicles. Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.
Skills
Client relations and retention
Talent development
Conflict resolution techniques
Team management
Meticulous attention to detail
Deadline-oriented
Product Knowledge
Account management
Quality assurance controls
Training and coaching
Customer Service
Hazardous waste management
Writing work tickets
Heavy/Light vehicle experience
Troubleshooting skills
Diagnostic abilities
Tire mounting and balancing
Vendor relations
Troubleshooting and diagnostics
Engine repair
Experience
Customer Service Manager, 06/2010 - 04/2020 Recycle Track Systems – New York, NY,
Developed open and professional relationships with team members, enabling better, more effective customer service.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Created training manuals targeted at resolving simple and difficult customer issues.
Helped customers work within established systems to achieve desired results and maintain company loyalty.
Evaluated customer account information to assess current issues and determine potential solutions.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Worked with Upper Management to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Decreased process lags by training customer service representatives and planning advanced staff development.
Scheduled appointments with Section Leads to meet customer needs and resolve key concerns.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Automotive Technician, 01/2008 - 04/2020 Jerry Seiner Salt Lake City – Salt Lake City, UT,
Performed troubleshooting and diagnostic procedures to locate the source of malfunctions.
Tracked mechanical and repair problems and discussed solutions with shop leadership.
Detected combustible gas and refrigerant leaks using special instruments.
Communicated with customers to explain estimates and provide expected delivery and repair timelines; addressed customer questions or concerns to enhance customer satisfaction.
Assigned work to team members and inspected all work for quality and compliance.
Led safety meetings and maintained safe practices throughout the shop.
Examined and inspected damaged vehicles.
Estimated costs of parts, labor and supplies, and calculated deductibles.
Answered customer questions and discussed options face-to-face, over the telephone and via email.
Removed, replaced, balanced and rotated new or used tires. Pursued frequent opportunities to further enhance maintenance and repair skills.
Trained and guided employees on correct methods for performing different repairs and maintenance services.
Completed simple and advanced repairs according to specifications for systems such as brakes, exhaust and electrical
Material Control Supervisor, 07/2018 - 01/2019 Marriott International – Novato, CA,
Evaluated shipments and tracked progress to maintain schedules and support production requirements.
Trained, coached and directed team members to maintain compliance with company, quality and productivity standards.
Prepared domestic and foreign shipments in line with regulations established by shipping companies and international customs.
Kept inventory within optimal limits to support customer requirements.
Coordinated documents and bills, managed payments and responded to inquiries.
Informed upper management or department heads of items loaded or problems encountered.
Checked material specifications against information contained in work orders.
Checked paperwork and freight condition to determine optimal loading and unloading sequences.
Promoted safe working conditions by monitoring safety procedures and equipment.
Education and Training
Certificate of Training: NCO ACADEMY/Leadership Course, Expected in 10/2016 - Community College of The Air Force - Altus, OK, GPA: Status -
Certificate of Training: Airman Leadership Course, Expected in 03/2012 - Community College of The Air Force - Altus, OK, GPA: Status -
Vehicular Maintenance Journeyman Certificate: Vehicle Maintenance Technical School, Expected in 06/2008 - Community College of The Air Force - Port Hueneme, CA, GPA: Status -
Certificate of Training: AUTOMATIC TRANSMISSION/TRANSAXLE/TRANSFER CASE MX, Expected in 11/2014 - Community College of The Air Force - Port Hueneme, CA, GPA: Status -
Certificate of Training: VEHICLE DIAGNOSTIC TEST EQUIPMENT AND ELECTRICAL, Expected in 12/2012 - Community College of The Air Force - Port Hueneme, CA, GPA: Status -
Certificate of Training: DIESEL ENGINE MAINTENANCE, Expected in 06/2014 - Community College of The Air Force - Port Hueneme, CA, GPA: Status -
High School Diploma: , Expected in - Independence High School, Independence, KS, US - , GPA: Status -
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