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customer service manager resume example with 17+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
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Summary

Dynamic and innovative customer service and operations leader, with a proven track record of balancing people, process and technology to deliver first class customer experience.

Skills
  • Reduced labor spend 40% for peak seasons through innovative staffing, recruiting and training processes.
  • Created innovative processes for Customer Service teams, improving key SLA's by over 15%.
  • Known as a thought leader in the Contact Center industry, including presentations at OpenTalk 2019 and 2020 with a focus on mind-blowing customer experience, innovative thought process and exceptional improvement.
  • Key member of technical projects including the replacement of Zumiez Order Management System and web payment gateway.
  • Nominated as Zumiez Leader of the Year for 2018, recognizing impactful contributions to Zumiez through leadership and developing those around them, both on their own team and cross-functionally.
  • Department nominated as Team of the Year for 2020, recognizing an impactful contribution to Zumiez by increasing sales, reducing cost or risk, or by improving the Zumiez brand experience.
Experience
Customer Service Manager, 10/2017 - Current
Corning Union City, CA,

Responsible for operations of Customer Service Contact Center, Digital Fraud and Post Purchase Service organizations for a billion dollar omni-channel retailer.

  • Drive exceptional customer experience through a focus on both people and technology at all touchpoints of the customer journey. Work as part of the operational leadership team to create, document, streamline and train on processes to ensure a seamless order fulfillment and post-purchase experience.
  • Collaborate with IT and Web Development teams on technology including telephony, order management, ticketing and payment processing. Constantly evaluate new solutions available to meet customer needs and evolving technology. Responsible for vendor relationships with technology partners.
  • Support, motivate and develop group leadership as well as customer service team. Develop employee training programs for all customer facing employees with a relentless focus on team building, employee satisfaction and continuous improvement. Develop and manage both on-site and remote employees.
  • Evaluate and analyze data to identify areas of opportunity. Use data to devise proactive strategies to improve efficiencies in both Customer Service and operations. Developed Voice of The Customer reporting to senior leadership, utilizing data collected to focus on contact reduction. Created and lead the Customer Contact Task force, a cross functional team devoted to reducing errors, improveing efficiency and ultimately elevating customer experience.
  • Recognized as a company leader in training on brand, culture and leadership. Facilitate quarterly corporate training events including teacher training and curriculum development.
  • Act as a liason between IT, operations, digital and marketing teams to ensure a focus on exceptional customer experience in all projects.
Customer Service Supervisor, 09/2016 - 10/2017
Okaloosa County It (Shalimar), FL,

Responsible for day to day supervision, scheduling, training and performance evaluation of 15-40 Customer Care agents for a multi-national omni-channel retailer.

  • Transitioned contact center from off-site location to corporate office. Recruited and trained for all positions. Created innovative new processes for both service and operations teams, improving both customer experience and team efficiency.
  • Reduced department labor cost 30% year over year through a focus on employee productivity and efficient staffing.
  • Monitored daily activities of customer service team, providing guidance and encouragement to optimize productivity. Cross trained all staff to support all contact channels to maximize productivity and drive cost savings.
  • Generated reports on KPIs to track and improve key metrics.
  • Recognized for positive cross-departmental relations through a dedication to company values, culture and brand.
Omni-Channel Operations Coordinator, 07/2015 - 09/2016
Zumiez, Inc City, STATE,

Responsible for monitoring, assessing and troubleshooting order fulfillment for a high volume, omni-channel retail environment. Created and distributed sales reporting for department leaders.

Accomplishments

  • Instrumental in implementing new, proprietary Order Management System. Created and documented systems, processes and training for end users.
  • Responsible for monitoring and assessing daily e-commerce order fulfillment. Identified and corrected problem orders. Identified inventory inaccuracies and successfully reduced fulfillment errors. Created efficient systems to communicate with customers and internal teams to ensure customer satisfaction and improve efficiency.

Owner/Manager Founder, 10/2003 - 10/2015
NSB Collective City, STATE,

Founded and managed well known, local businesses focused on services for families in the childbearing year. Responsible for all facets of marketing, customer relations, client education and follow up. Recruited and trained new service providers.

Education and Training
Bachelor of Arts: Political Science, Expected in 06/1995
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University of Washington - Seattle, WA,
GPA:
Status -

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Resume Overview

School Attended

  • University of Washington

Job Titles Held:

  • Customer Service Manager
  • Customer Service Supervisor
  • Omni-Channel Operations Coordinator
  • Owner/Manager Founder

Degrees

  • Bachelor of Arts

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