customer service manager resume example with 16+ years of experience
Jessica Claire
- 609 Johnson Ave.49204TulsaOK 100 Montgomery St. 10th Floor
- (555) 432-1000
- resumesample@example.com
- Date of Birth:
- India:
- single:
- :
Summary
Resourceful Customer Service Manager with over 10+ years of experience leading teams to exceed sales goals and customer expectations. Communicative and diplomatic leader skillful in resolving customer issues, completing audits and preparing annual budgets. Sound knowledge of job-related software.
Skills
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Experience
Customer Service Manager, 04/2014 - 10/2022
Roche Bros – Watertown, MA
Roche Bros – Watertown, MA
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Customer Service Supervisor, 10/2006 - 03/2013
Transperfect – Los Angeles, CA
Transperfect – Los Angeles, CA
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Developed strong customer relationships to encourage repeat business.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Explained benefits, features and recommendations to maximize client retention.
Cashier Trainer, 06/2005 - 04/2007
Ross Dress For Less – City, STATE
Ross Dress For Less – City, STATE
- Helped customers find specific products, answered questions and offered product advice.
- Trained new team members in cash register operation, stock procedures and customer services.
- Processed payments promptly for customers to exceed productivity standards.
- Helped with purchases and signed customers up for rewards program.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Learned roles of other departments to provide coverage and keep store operational.
- Assisted management with developing and managing employee improvement strategies to encourage exceptional performance from staff.
- Verified customer age requirement for alcohol or tobacco purchases.
- Monitored checkout counters and self-checkout areas to assist with complex transactions.
- Resolved and balanced cash drawers at end of shifts to generate accurate reports for cash registers.
- Screened applicants for hire and assisted with training individuals for cashier positions.
- Monitored cash drawers in multiple checkout stations to confirm adequate cash supply.
- Prepared cash deposits and balanced store safe for opening and closing of business.
- Processed refunds for worn, damaged and broken merchandise.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Performed merchandising and signage updates during weekly and seasonal promotional changes.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Managed employee scheduling according to availability, forecasted customer levels and labor cost controls.
- Greeted customers promptly and responded to questions.
- Maintained work area and kept cash drawer organized.
- Counted and balanced cashier drawers.
Education and Training
High School Diploma: , Expected in 07/2022
Penn Foster Career School - Scranton, PA
Penn Foster Career School - Scranton, PA
Diploma : Cosmetology, Expected in 06/2015
Lincoln College of Technology - West Palm Beach, FL
Lincoln College of Technology - West Palm Beach, FL
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Resume Overview
School Attended
- Penn Foster Career School
- Lincoln College of Technology
Job Titles Held:
- Customer Service Manager
- Customer Service Supervisor
- Cashier Trainer
Degrees
- High School Diploma
- Diploma
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