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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
  • Excellent Phone Skills
  • Process Billing
  • ERP system knowledge
  • MS Office proficiency
  • Inter-department collaboration
  • Teamwork / Collaboration
  • Excellent written and verbal communication
  • Strong Customer and Vendor relations Skills
  • Exceptional interpersonal communication
  • Effective workflow management and Organizational Skills
  • Team leadership
  • Effective problem solver
  • Customer-focused
  • Excellent time management skills
  • Complaint resolution
Work History
Customer Service Manager, 01/2017 to Current
IndiCo, LLC – Oberlin, OH
  • 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
IndiCo, LLC – OBERLIN, OH
  • 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
indiCo, LLC – Oberlin, OH
  • 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 - Elyria, OH
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

Companies Worked For:

  • IndiCo, LLC
  • indiCo, LLC

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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