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Customer Service Manager Resume Example

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CUSTOMER SERVICE MANAGER
Skills
  • Conflict resolution techniques
  • Client relations and retention
  • Talent development
  • Deadline-oriented
  • Proficient in Microsoft
  • Customer Service
  • Research ability
  • Focused on customer satisfaction
  • Workforce Management
  • Skilled multi-tasker
  • Persuasive
  • Training programs
  • Meticulous attention to detail
  • Team management
  • Account management
  • Management of remote employees
  • Project management
  • Schedule coordination
  • Expertise in sales
  • Product Knowledge
  • Training and coaching
  • Marketing savvy
  • Call center experience
Education and Training
Some College (No Degree) - CNA
Greenville Technical CollegeGreenville, SC
  • Completed continuing education in Nursing
  • Ranked in Top 99% of class
Summary

Resourceful and client-focused Customer Service Manager with over 10 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Boost customer service team productivity while maximizing customer satisfaction with strategic call management and process improvement strategies. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.

Seasoned "people person" bringing 10+-year progressive career focused on enhancing customer service with careful attention to detail and strong follow-through. Talented in assessing systems and developing strategies to boost efficiency and reduce process lags. Good organizational and problem-solving abilities.

Driven Customer Service Manager offering 10+ years of expertise in sales management, office administration and customer service. Demonstrated ability to develop highly effective teams to foster project completion and efficiency. Adept at overseeing and executing accounting functions with proficiency in QuickBooks.

Seasoned Customer Support Manager bringing 10+ 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.

Personable, friendly and solution-oriented supervisor with over 10+ years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, customer service, time management and sales. Dedicated to customer loyalty and satisfaction.

Enthusiastic Client Service professional with multiple years of client interface experience. Well-versed in necessity products, services and consumer trends. Skilled in both individual and team roles, with expertise in training and mentoring new staff on company objectives.

Cheerful and upbeat caregiver with history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Detail-oriented approach to resolving CRM issues.

Experience
Customer Service ManagerMillennium Gas Station | Greenville, SC04/2012 - 12/2014
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Automated contact management system to maintain efficient client organization.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Evaluated call center statistics to identify areas in need of improvement and devised proactive strategies to realign results with targets.
  • Supervised all customer service calls per week to track support issues and improve operating procedures.
  • Worked with cashiers to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Limited customer inquiry delays by efficiently scheduling staff across 3 shifts.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Private CaregiverPersonal Care Professionals | Athens, TN02/2010 - 06/2012
  • Helped clients maintain daily living standards by assisting with personal hygiene needs.
  • Transported clients to locations such as medical appointments and group meetings to maintain social connections and meet medical needs.
  • Laundered clothing and bedding and changed linens 3 times per week to prevent spread of infection.
  • Ambulated individuals with safe and effective strategies around home, public and medical locations.
  • Assisted with meal planning to meet nutritional plans.
  • Coordinated with doctors and registered nurses to develop care plans for patients.
  • Engaged with patients and families, providing emotional support and instruction in preparing healthy meals, independent living skills and adaptation to disability or illness.
  • Oversaw and planned resident schedules by coordinating doctor appointments, exercise routines, recreational activities and family visits.
  • Assisted patients with daily personal hygiene such as bathing, dressing and grooming.
  • Helped clients with personal needs from exercise to bathing and personal grooming.
  • Administered necessary medications as directed by care plan.
  • Transported patients to and from medical, dental and personal care appointments.
  • Supervised medication administration, personal hygiene and other activities of daily living.
  • Performed light housekeeping duties such as, making beds, sweeping floors and sanitizing surfaces.
  • Monitored and reported clients' progress.
  • Planned and prepared nutritious meals and snacks to meet special client diets such as as diabetic, low sodium and high protein.
  • Facilitated best care by developing strong and trusting rapport with patient.
  • Monitored vital signs and medication use, documenting variances and concerning responses.
Director of ActivitiesWillow Acres assisted Living | Athens, TN09/2008 - 09/2010
  • Collaborated with staff members to plan training seminars and team-building events.
  • Recruited and hired new employees based on company needs and culture.
  • Listened to customer feedback and responded to maintain or improve processes.
  • Created work schedules to provide quality service to customers as well as maintain employee satisfaction.
  • Coordinated activities of employees and provided training to improve skills.
CNAWillow Acres assisted Living | Athens , TN09/2006 - 09/2010
  • Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
  • Documented patient intake and dietary requirements, also assisting with feeding and monitoring.
  • Responded to patient alarms and needs-assessment requests to identify course of treatment.
  • Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
  • Documented activities and recorded information in EMR system.
  • Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
  • Delivered nursing assistance to residents in 12-bed private care facility.
  • Supported diagnostic and treatment procedures, including setting up and operating specialized medical equipment.
  • Engaged with patient family and friends to provide courteous, efficient visit experience.
  • Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
  • Consulted with nurses to develop patient care plans and evaluate treatment options.
  • Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
  • Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
  • Managed and maintained patient rooms, shared-living areas and nursing stations.
  • Collaborated with interdisciplinary healthcare teams to provide high-quality patient care.
  • Collected specimens, monitored vitals and maximized patient comfort to maintain optimal environment.
  • Administered personal nursing assistance in pre- and post-operative situations.
  • Examined and addressed lacerations, contusions and physical symptoms to assess and prioritize need for further attention.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Exhibited compassionate care and communication regarding issues surrounding death and dying.
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Resume Overview

Companies Worked For:

  • Millennium Gas Station
  • Personal Care Professionals
  • Willow Acres assisted Living

School Attended

  • Greenville Technical College

Job Titles Held:

  • Customer Service Manager
  • Private Caregiver
  • Director of Activities
  • CNA

Degrees

  • Some College (No Degree) - CNA

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