Customer Service Manager Resume Example Valence Surface Technologies Inc.

CUSTOMER SERVICE MANAGER

Summary

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.

Skills

Conflict resolution techniques
Talent development
Client relations and retention
Management of remote employees
Schedule coordination
Deadline-oriented
Superior computer skills

Proficient in Excel
Skilled multi-tasker
Call center experience
Focused on customer satisfaction
Process improvements
Training and coaching

Experience

Valence Surface Technologies Inc. | Gardena, CACustomer Service Manager11/2018 - Current

Developed open and professional relationships with team members, enabling better, more effective customer service.
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.
Created training manuals targeted at resolving simple and difficult customer issues.
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.
Resolved average of 150 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Supported organizational change in processes from paper billing to electronic invoicing systems to boost efficiency.
Helped customers work within established systems to achieve desired results and maintain company loyalty.
Worked with internal managers to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
Reduced amount of employee overtime by 45% by effectively delegating tasks.
Answered customer requests with friendly, knowledgeable service and support.
Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
Limited customer inquiry delays by efficiently scheduling staff across 2 shifts.
Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

Delmar International | Los Angeles, CACustomer Service Representative05/2016 - 10/2018

Evaluated customer account information to assess current issues and determine potential solutions.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Assisted approximately 70 customers each 8 to 10 hour shifts with updates and tracking information or questions they may have.
Met or exceeded revenue objectives by promoting international products to customers during service, account and sales follow-up calls.
Escalated customer concerns, issues and inventory requirements to supervisors.
Collected customer feedback and recommended procedural or product changes to enhance future service delivery.
Documented conversations with customers to track requests, problems and solutions.
Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
Delivered high level of service and support to each customer, paving way for future business opportunities.
Set up and activated customer accounts.
Reviewed account and service histories to identify trends and issues.

CSR Clerk | El Segundo, CANippon Express 10/2012 - 03/2016

Provided excellent service and attention to customers when face-to-face or through phone conversations.
Improved customer satisfaction by finding creative solutions to problems.
Created spreadsheet to advise driver's what orders needed to be picked up and dropped off to a selection of airlines
Pulled orders for pick up from our company for offsite customers / truck drivers.
Processed payments for airline pick ups.
Organized needed paperwork for internal use as well as release information for customer clearance for import and export goods.
Earned reputation for good attendance and hard work.

Fry's Electronics Inc. | El Segundo, CALoss Prevention Officer06/2010 - 09/2012

Provided insights and collaborated with leadership to develop loss prevention policies and initiatives.
Served as team lead for safety and loss prevention operations, teaching fellow employees various methods to prevent theft.
Prepared and reviewed paperwork associated with audits, shortage control programs, apprehensions and disposition.
Supported theft prosecution by appearing in court hearings to provide eyewitness testimony, offering honest and comprehensive account of events.

Education and Training

West Valley High School | Hemet, CAHigh School Diploma06/2009

Resume Overview

Companies Worked For:

Valence Surface Technologies Inc.
Delmar International
CSR Clerk
Fry's Electronics Inc.

School Attended

West Valley High School

Job Titles Held:

Customer Service Manager
Customer Service Representative
Nippon Express
Loss Prevention Officer

Degrees

High School Diploma

Customer Service Manager Resume Example

Resume Score: 80%

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