Seasoned Customer Support Manager bringing [Number] years in sales management and support. Skilled people motivator with proven leadership abilities to go extra mile. Documented history leading teams to achieve results by exercising independent judgment and accomplishing goals in high pressure scenarios.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Hardworking and reliable [Job Title] with strong ability in [Task] and [Task]. Offering [Skill], [Skill] and [Skill]. Highly organized, proactive and punctual with team-oriented mentality.
Skills
Conflict resolution techniques
Talent development
Client relations and retention
Focused on customer satisfaction
Product Knowledge
Workforce Management
Expertise in sales
Management of remote employees
Customer Service
Training programs
Skilled multi-tasker
Training and coaching
Schedule coordination
Superior computer skills
Quality assurance controls
Deadline-oriented
Account management
Experience
Customer Service Manager, 05/1989 to 01/2019 Champion Windows – Kansas City, KS,
Limited customer inquiry delays by efficiently scheduling staff across [Number] shifts.
Automated contact management system to maintain efficient client organization.
Developed new sales scripts and strategies to expand profit opportunities.
Oversaw addressing of customer requests for friendly, knowledgeable service and support.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Assessed departmental operations to determine areas for customer service improvement and support.
Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
Supervised [Number] customer service calls per week to track support issues and improve operating procedures.
Cross-trained staff members, resulting in [Number]% increase in customer satisfaction ratings.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
Supervised and coached sales managers and sales representatives while developing training strategies to boost profitability.
Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Evaluated quality of representatives' phone calls and provided feedback to management.
Developed open and professional relationships with team members, enabling better, more effective customer service.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Interviewed, hired and trained new quality-focused customer service representatives.
Evaluated customer account information to assess current issues and determine potential solutions.
Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Initiated development and implementation of customer service management training process.
Booth Manager, to Safeway Inc. – City, STATE,
Trained [Job title]s and [Job title]s in customer service initiatives and realized [Number]% client retention rate within [Number][Timeframe].
Cross-trained in every store role to maximize operational knowledge.
Generated reports to assess performance and make adjustments.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Strengthened operational efficiencies and traceability, developing organizational filing systems for confidential client records and reports.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Created [Timeframe] schedules for [Job title]s to keep every shift well-staffed during holidays and busy periods.
Reviewed employee performance every [Timeframe] and delivered constructive feedback to improve weaknesses.
Automated office operations, managed client correspondence and tracked records.
Assessed, optimized and elevated operations to target current and expected demands.
Established ambitious goals for employees to promote achievement and surpass business targets.
Recruited, hired and trained new employees, including monitoring and review of individual performance.
Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
Checkstand Manager, to Safeway Inc. – City, STATE,
Assigned tasks to associates to fit skill levels and maximize team performance.
Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Greeted and encouraged feedback from customers to implement in-store operational changes.
Trained employees on additional job positions to maintain coverage of roles at all times.
Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements.
Maintained ongoing system for development, recruitment, recognition and retention of store crew and management.
Reduced shrink by developing culture of loss prevention, improving return processes and upgrading store layout.
Recruited and hired qualified candidates to fill open positions.
Met with each associate to establish realistic monthly sales goals.
Recruited, hired and trained new employees, including monitoring and review of individual performance.
Reviewed employee performance every [Timeframe] and delivered constructive feedback to improve weaknesses.
Automated office operations, managed client correspondence and tracked records.
Improved productivity initiatives, coordinating itinerary and scheduling appointments.
Recruited, hired and trained [Number] employees for marketing and sales department.
Cross-trained in every store role to maximize operational knowledge.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Upheld internal standards and productivity goals to meet [Type] and [Type] targets.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Trained [Job title]s and [Job title]s in customer service initiatives and realized [Number]% client retention rate within [Number][Timeframe].
Addressed internal and customer-related issues each day and affected strategic resolutions.
Education and Training
High School Diploma: , Expected in 06/1990 American High School - Fremont, CA GPA:
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