customer service manager resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - : - -
Professional Summary

Hi my name is Jessica Claire. I am 44 years old. I am a dedicated, hard worker. I been with my job ( Walmart) since 1997 and has many roles. Some of the the role I've had are cashier, sales associate, bakery associate. The leadership roles are dept managers, support managers, and now customer service manager. I really helping people achieve goals and play a direct role in customers success. I have a positive attitude, leadership skills, empathy, a willingness to serve, multi-tasking and organization skills, ability to delegate, to see the big picture.

  • Team Leadership
  • Schedule Coordination
  • Inter-department collaboration
  • Schedule Management
  • Purchasing and procurement
  • Complaint resolution
  • Retail platforms
  • Sales expertise
  • Cash Handling
  • Customer-focused
  • Shipping, receiving and warehousing
  • Research and due diligence
  • Sales proficiency
  • Budgeting and Reporting
  • Training and Development
  • Customer Relations
  • Exceptional telephone etiquette
  • Exceptional interpersonal communication
Work History
11/1997 to Current
Customer Service Manager Duck Creek Technologies, Inc. Bolivar, MO,
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Spearheaded customer satisfaction survey and analyzed results to make action plans.
  • Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
  • Assisted customers with navigating internal Type and Type systems to obtain Result.
  • Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Followed through with client requests to resolve problems.
  • Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
  • Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Created customer support strategy to increase customer retention.
  • Collaborated with Job title to improve customer service processes and support structures company-wide.
11/1997 to Current
Department Manager University Of California Fremont, CA,
  • Arranged sales incentives with store management and vendor representatives to reward deserving team members for exceeding expectations.
  • Developed empowering employee culture focused on equipping employees to independently meet customer needs.
  • Systematized Number units of inventory, improving rate of internal loss prevention by Number%.
  • Communicated with managers of other departments to maintain transparency.
  • Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Approved regular payroll submissions for employees.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness.
  • Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
  • Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Analyzed and interpreted store trends to facilitate planning.
  • Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Updated policies to reflect changing conditions and maintain optimal safety standards for all employees.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
11/1997 to Current
Support Manager Mitratech Austin, TX,
  • Coached employees through day-to-day work and complex problems.
  • Assessed previous resolutions to uncover deficiencies in coverage and develop improvements.
  • Monitored employee and customer interactions to assess quality of service.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Established and implemented training programs to maximize team performance.
  • Interpreted management directives to define and document administrative staff processes.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Maintained current and compliant financial records, monitoring and addressing variances through detailed analyses.
  • Tracked and documented metrics, and evaluated trends.
  • Prepared employee schedules for maximum coverage during key hours.
  • Standardized office structures and processes to promote collaboration and increased performance.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Trained Number personnel in Brand equipment maintenance and enforced participation in exercises focused on developing Skill.
  • Negotiated manufacturing service agreements and quality standards.
  • Managed senior-level Job titles working across functions of program.
  • Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth Type operations.
  • Optimized processes and supervised Number employees.
  • Conducted supplier risk evaluations and assisted Job Titles with regulatory inspections.
  • Implemented and executed reviews of computer systems for compliance with state and federal regulations.
  • Increased operational efficiency by developing improved filing systems for confidential client records and reports.
  • Controlled resources and assets for Type department activities for compliance with industry standards and government regulations
  • Evaluated employee performance on Timeframe basis and conveyed constructive feedback to improve skills.
  • Attained improvement in technical project delivery processes by leading global infrastructure engineering project management process improvement.
  • Conducted forecasting to determine possible changes and issues for supply chain business.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Managed quality programs to reduce overdue compliance activities.
  • Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
  • Managed internal operational standards and productivity targets for Area of expertise.
  • Maintained financial accuracy when handling over $Amount in revenue each day.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Taught Job titles and Job titles effective customer service techniques, boosting client satisfaction rates Number%.
  • Oversaw supply chain and supported tech transfer projects, batch release testing, change management and resolution of customer complaints.
Expected in 05/1995 to to
High School Diploma :
Clarksdale High School - Clarksdale, MS

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Resume Overview

School Attended

  • Clarksdale High School

Job Titles Held:

  • Customer Service Manager
  • Department Manager
  • Support Manager


  • High School Diploma

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