- Montgomery Street, San Francisco, CA 94105
- (555) 432-1000
- resumesample@example.com
Resourceful and client-focused Customer Service Manager with over 13 years of experience leading teams in exceeding goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of delivery while recommending best options to meet short- and long-term needs.
Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement.
Motivated Manager focused on streamlining service procedures and maximizing team efficiency.
Seasoned Customer Support Manager bringing 13 years in delivery management and support. Documented history leading teams to achieve results by exercising independent judgment and accomplishing goals in high pressure scenarios.
Results-oriented Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.
Smart Delivery manager dedicated to providing exemplary customer service and engagement. Honest and punctual professional with and talents.
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Bankers Healthcare Group – Charlotte, NC,
- Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
- Developed open and professional relationships with team members, enabling better, more effective customer service.
- Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
- Limited customer inquiry delays by efficiently scheduling staff across shifts.
- Interviewed, hired and trained new quality-focused customer service representatives and Letter Carriers.
- Answered customer requests with friendly, knowledgeable service and support.
- Helped customers work within established systems to achieve desired results and maintain company loyalty.
- Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
- Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction up by 34%. .
- Initiated development and implementation of customer service management training process.
- Reduced amount of employee overtime 5% by effectively delegating tasks.
Waukegan Public School District 60 – Waukegan, IL,
- Set travel arrangements and gathered documents for management and executive staff meetings and trips.
- Received and routed incoming calls and correspondence to promote timely communication.
- Maintained office safety by screening visitors, updating logs and issuing temporary passes.
- Set up and maintained physical and electronic filing systems.
- Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
- Planned and executed corporate meetings, lunches and special events for groups of 50+ employees.
Accentcare – Cleveland, TN,
Initiated and provided delivery options.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Liasoned between customers and carriers to expedite delivery and meet customer demands.
- Escalated customer concerns to supervisors.
- Evaluated benefits for each caller to determine service needs and address concerns.
- Upheld privacy and security requirements established by The Postal Service regulatory agencies.
- Expressed appreciation for patronage, inviting and encouraging customer return visits.
- Answered inbound calls and directed to designated individuals or departments.
- Executed outbound calls to existing customers, resulting in 30% increase in Customer Satisfaction.
- Maintained satisfaction rating with customers by providing exceptional service and support.
Bloomsburg University of Pennsylvania - Bloomsburg, PA
West Philadelphia High School - Philadelphia, PA
- Awarded on achieving quarterly achievement goals.
- Awarded for quality customer Service achievements.
- Awarded for reducing overtime hour and achieving -25% Total operating expenses.
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School Attended
- Bloomsburg University of Pennsylvania
- West Philadelphia High School
Job Titles Held:
- Customer Service Manager
- Assistant Secretary
- Customer Relations Representative
Degrees
- Bachelor of Science
- High School Diploma
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