Customer Service Manager Resume Example
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CUSTOMER SERVICE MANAGER
Professional Summary
Experienced Office Manager with thirty years of providing dedicated, high quality customer service and satisfaction. Expertise in building long-standing customer loyalty and relationships with customers, staff, suppliers, and executive personnel. Service-minded, results-oriented and driven contributed to team success for increased efficiencies to existing and new company initiatives.
Skills
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Work History
Customer Service Manager, 01/2017 to Current
Dossier – Palo Alto , CA
Dossier – Palo Alto , CA
- Trained and regularly mentor associates on performance-oriented strategies and customer service techniques
- Lead and managed team for multiple projects
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results
- Improved customer service initiatives by streamlining sales and order management processes
- Conferred with customers about concerns with products or services to resolve problems and drive sales
- Collected customer feedback and made process changes to exceed customer satisfaction goals 20%
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Worked with marketing department to launch and manage promotional activities and campaigns
- Completed special projects by using effective decision making, critical thinking and time management skills
- Issued invoice, credits and other accounting functions
Order Management Supervisor, 01/2005 to 01/2017
Expeditors International Of Washington, Inc. – Carson , CA
Expeditors International Of Washington, Inc. – Carson , CA
- Facilitated change management activities for department and staff of 2 individuals
- Prepared quotes for new products and services and composed budgets
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams
- Oversaw and improved special program deliveries worth more than $750.000 per year through efficient coordination of time management and organization
- Conducted forecasting to determine possible changes and issues for supply chain business
- Directed training and retraining of employees to boost performance and enhance business results
- Recruited and developed seasonal and full time employees for order management and customer service department
- Coordinated site investigations, documented issues and escalated to executive teams as needed
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Evaluated employee performance on a bi-annual basis and conveyed constructive feedback to improve skills
- Produced regular sales and quality control reports to evaluate performance, adjust strategies and maintain agile, sustainable operations
- Performed forecasting to identify necessary changes for supply chain business
- Modernized and improved operational procedures to increase efficiency and profitability while tightly controlling costs such as labor and preventing waste
- Used written resource strategies to promote exceptional customer service and create positive environment for employees and clients
- Provided resources to teach customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Devised, deployed and monitored processes to boost long-term business success
Customer Service Representative, 07/2000 to 12/2005
American Reprographics Company – Pasadena , CA
American Reprographics Company – Pasadena , CA
- Collected customer feedback and recommended procedural or product changes to enhance future service delivery
- Assisted approximately 700 customers daily with book and software questions
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Greeted customers to facilitate services, determine service needs and accurately input orders into electronic systems
- Worked with managers to develop service improvement initiatives
- Set up and activated customer accounts
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations
- Supported end-users by responding quickly to phone messages and following up on complaints
- Delivered high level of service and support to each customer, paving way for future business opportunities
- Created and implemented process improvements to reduce workloads and bolster callback efficiency
- Documented conversations with customers to track requests, problems and solutions
- Answered 400+ inbound calls per day and directed to designated individuals or departments
- Assessed customer needs and upsold products and services to maximize trade and course material sales
- Addressed customer service inquiries quickly and accurately
Education
Associate of Applied Science: Business AdministrationLorain County Community College - City, State
Accomplishments
- Customer Service - Consistently received positive feedback from guests and created repeat business by developing long-term relationships with customers.
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Resume Overview
School Attended
- Lorain County Community College
Job Titles Held:
- Customer Service Manager
- Order Management Supervisor
- Customer Service Representative
Degrees
- Associate of Applied Science : Business Administration
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