Customer Service Manager Resume Example
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CUSTOMER SERVICE MANAGER
Professional Summary
Experienced professional talented at assisting clients with questions and concerns. Experience in digital content delivery and metadata creation. Managed on air content schedules and deadlines. Expert in finance and monthly reconciliation for large media networks and firms. Cultivating long lasting client relationships that results in loyalty and trust. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Work History
Greif Brothers - Customer Service ManagerTacoma , WA09/2016 - Current
- Remote virtual work environment
- Provided primary customer support to internal and external customers in fast-paced environment.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Built partnerships with diverse internal departments to streamline processes.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
Alamo Group - Assistant Digital Production ManagerKent , WA08/2015 - 09/2016
- Network programming content distribution of top rating shows to media clients such as Google, Apple, Vudu, Amazon and Sony.
- Partnered with field offices of high priority clients to guarantee delivery and satisfaction of media content and artwork by strict deadlines.
- Tracked and reported all successfully aired shows and
- Oversaw digital library program, including media, catalog and instructional areas.
- Verified digitized content modifications met platform standards.
- Used various applications and technology to deliver media and art work packages
- Verified digitized records adhered to all established standards and devised digital content standards.
- Optimized digital content delivery by providing daily monitoring and adhering to strict release deadlines.
- Oversaw preparation of marketing copy, images, videos, metadata, emails and other collateral.
- Created and managed network schedule and release calendar.
- Built and strengthened strategic relationships with vendors, advertising firms and leading media partners.
- Provided virtual training to partners in Los Angeles on all level of media distribution during merger with Fox.
Comcast Spotlight - Traffic CoordinatorCity , STATE10/2010 - 08/2015
- Maintained network schedule for commercial spots for over 10 high profile channels such as Bravo, USA, AMC and HGTV.
- Maintained tight production timetables and quality standards to give clients exceptional spot offerings for their cable marketing, trade and media packages.
- Monitored and optimized media schedule for network airing.
- Provide personalized customer service to advocate, support and successfully complete media marketing campaigns.
- Receive and enter all traffic instructions and creative content marrying digital media packages to correct advertiser's contract.
- Daily monitoring and maintenance of cable television networks on-air commercial schedules
- Communicated deadlines and established benchmarks for incremental departmental success.
- Partner with Media Sales and Advertising agencies to develop professional and loyal customer relationships.
- Monthly reconciliation and invoicing of all advertising campaigns.
Comcast Communications - Senior Administrative and Finance Clerk City , STATE01/2003 - 08/2010
- Prepared month-end closing entries for detailed reporting of all revenue and recordkeeping for Loudoun County, Alexandria City and Arlington County.
- Investigated daily variances uncovered errors using using various auditing programs and excel reports to corrected errors and resolve discrepancies.
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Worked with senior accounting staff to prepare financial documents and reports such as bills and invoices, year-end analysis, budgets, financial records and financial statements.
- Provided comprehensive accounting support to company by managing functions like collections, accounts payable, accounts receivable and invoice processing.
- Managed, invoiced and audited Military and Government accounts such as Quantico Marine Corp base, Fort Belvoir and DEA.
- Provided personalized account management service for VIP clients and escalated customers that required expert resolutions.
- Contributed to development of office operations manual and improved accounting procedures by implementing accounting databases and software.
Languages
- Spanish
- English
Skills
- Virtual Environment Experience
- Analytical Skills
- Deadline-Driven
- Outstanding Communication Skills
- Experience with Contract creation
- Ability To Adapt to Various Applications
- Records Organization And Review
- Training and on boarding experience
- Documentation and Reporting
- Adherence to High Standards
- Superb Attention To Detail
- Time Management Skills
- Service-Oriented Self-Starter
- Exemplary Work Ethic
- Microsoft Office Suite Proficiency
- Vendor Management
Education
Strayer UniversityCity, StateBachelor of Science: Computer And Information Sciences
Art Institute of WashingtonCityAssociate of Arts: Graphic Design
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Resume Overview
School Attended
- Strayer University
- Art Institute of Washington
Job Titles Held:
- Customer Service Manager
- Assistant Digital Production Manager
- Traffic Coordinator
- Senior Administrative and Finance Clerk
Degrees
- Bachelor of Science : Computer And Information Sciences
Associate of Arts : Graphic Design
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