customer service manager resume example

Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

• Conduct regular 1on1 meetings with all direct reports, establishing suitable goals, action plans and timelines.
• Developed training, task and process guidelines and communicated clear and concise directions to employees.
• Maintained HR functions, including payroll.

Established single point of contact on equipment service issues for Fountain Beverage customers throughout the nation.

• Q&A, troubleshooting, prompt dispatch, and supporting other local team. Decreasing 7 day repeat call metric.
• Increased issue resolution follow-up to handle wide variety of questions, issues, and customer service needs with seamless coordination and communication with customers.

Managed full team of customer care professionals with monitoring, coaching, and providing motivation to consistently achieve and perform with high levels of integrity, quality, first call resolution, schedule compliance, attendance, efficiency, and attrition.

• Lead team's improvement in call center metrics: Scheduled Adherence improved from 90% to 97%; Quality Monitoring increased from 75% to 82%; Customer Service Survey results exceeded with "10s" overall. Redwood improved from 22% to 10% annually.
• Acted as liaison for national Apple iPhone launches.
• Relocated to Joplin MO, to train and develop new Business End User Care Call Center.