customer service manager resume example with 18+ 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
Resourceful and client-focused Customer Service Manager with over seven years of experience leading teams in exceeding customer expectations. Meticulous and results-oriented with expertise educating employees on providing world class customer service. Extensive 3PL experience in multiple administrative and service roles. Personable relationship builder with polished communications skills.
Skills
Team Leadership
Customer Relations
Training and Development
Operation Monitoring
Quality Assurance Controls
Exceptional Interpersonal Communication
Personnel Training and Development
Scheduling
MS Office Proficiency
Complaint Resolution
Staff Management
Cross-Functional Collaboration
Customer Retention
Product Knowledge
Budgeting and Reporting
Logistics Policies and Procedures
Effective Workflow Management
Client Relations and Retention
Training Materials
Customer Contact
Account Updates
Customer Billing
Experience
Customer Service Manager, 06/2013 - Current Filtration Group – Houston, TX,
Create and deliver 6 week production forecast at daily leadership meetings.
Evaluate current and future client business activities to provide accurate weekly revenue forecasting to regional executive.
Interviewed, hired and trained new quality-focused customer service representatives..
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Worked with VP of Customer Experience to enhance customer service training procedures, creating and developing training programs and skills trackers to standardize customer experience and improve client satisfaction.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Helped customers work within established systems to achieve desired results and maintain company loyalty.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Created and delivered company-wide financial training program.
Created year-long development plan resulting in promotion for Client Support Specialist.
Senior Customer Service Representative, 01/2009 - 06/2013 Pioneer Bancorp, Inc. – Watervliet, NY,
Coordinated and implemented new client onboarding, including customer entry in the warehouse management system, worked as liaison between sales, operations, and IT, conducted QA procedures within operations and billing for first 3 months of activity.
Conducted internal quarterly business reviews for clients in the Franklin facility to evaluate current state vs. profile.
Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
Managed processing, scheduling and execution of customer purchase orders.
Conferred with operations teams to assess production levels and coordinate priorities.
Managed customer service issues for complex customers worth in excess of $10MM in yearly company revenue.
Evaluated customer account information and profiles to assess current issues and determine potential solutions.
Tested WMS software upgrades and enhancements with the IT team.
Customer Service Representative, 01/2005 - 01/2009 Gallagher Bassett Nz Ltd – Saint Louis, MO,
Set up and activated customer accounts.
Asked probing questions to determine service needs and accurately input information into warehouse management system.
Reviewed account and service histories to identify trends and issues.
Interviewed customers regarding issues and reported feedback to management team.
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