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customer service manager resume example with 19 years of experience

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

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Goal-oriented Customer Service Manager with 25 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding sales goals. Charming salesperson skilled in communication and collaboration for best-in-class service. Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level. Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Talented leader offering top-notch abilities in program management, interpersonal communication and administrative oversight. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement.

Skills
  • Customer Relationship Management Software (CRM)
  • Personnel training and development
  • Inter-department collaboration
  • Talent Development
  • Budgeting and Reporting
  • Account Updates
  • Team Leadership
  • Training and Development
  • Schedule Coordination
  • Logistics policies and procedures
  • Effective problem solver
  • Adherence to high customer service standards
  • Sales proficiency
  • Complaint resolution
  • Microsoft Outlook, Word and Excel
  • Effective workflow management
Work History
Customer Service Manager, 04/2013 to 02/2022
DrivetimeFort Worth, TX,
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Devised and published metrics to measure organization's success in delivering world class customer service.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Improved customer service initiatives by streamlining sales and order management processes.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Followed through with client requests to resolve problems.
Customer Service Manager, 02/2016 to 06/2021
DrivetimeDallas, TX,



  • Monitored customer service operations to assess agent performance and provide feedback.
  • Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
  • Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Improved customer service initiatives by streamlining sales and order management processes.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Customer Service Manager, 02/2014 to 01/2016
Duck Creek Technologies, Inc.Rosemont, IL,
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Increased regulatory compliance by accurately completing tasks and adhering to safety regulations.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • 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.
Staff Sergeant, 06/1990 to 08/2000
United State ArmyCity, STATE,

Logistics supply management for the united State Military

Education
Associate of Science: Medical Coding Billing, Expected in 12/2023 to Brown Mackie College - Louisville, KY,
GPA:

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Resume Overview

School Attended

  • Brown Mackie College

Job Titles Held:

  • Customer Service Manager
  • Customer Service Manager
  • Customer Service Manager
  • Staff Sergeant

Degrees

  • Associate of Science

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