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Customer Service Manager Resume Example

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JC
Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Skills
  • Personnel training and development
  • Inter-department collaboration
  • Excellent time management skills
  • Microsoft Outlook, Word and Excel
  • Administrative support
  • Inquiry Response
  • Customer Service
  • Verbal and Written Communication
  • Data Entry
  • Detail-Oriented
  • Travel Planning
Work History
06/2016 to Current Customer Service Manager Ametek, Inc. | Depew, NY,
  • Build and promote strong, long-lasting customer relationships by partnering and understanding needs.
  • Coordinate department projects to meet deadlines.
  • Use customer feedback to generate ideas about new features or products.
  • Ensure sales, finance, and legal policies and procedures are met.
  • Building open-communication environment for team.
  • Liaise with Marketing and Product Development departments to ensure brand consistency and increase sales.
  • Negotiate and close agreements with large customers.
  • Stay up-to-date with new product launches and ensure sales team members are on board.
  • Analyzed main operations practices that were being utilized and offered suggestions that improved efficiency.
  • Documented company processes and procedures and disseminated to proper personnel.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Trained new hires on relationship building, benefit-oriented sales presentations, sales processes and protocol, product knowledge, customer needs analysis and overcoming objections.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Worked with CEO to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Managed day-to-day operations, including supervision and assignment delegation for a 5-member team.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
  • Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
  • Promoted team productivity by keeping supplies organized and well-stocked.
  • Screened calls and emails and initiated actions to respond or direct messages for 2 managers and 5 employees.
  • Verified parts and materials through audit inspections and independent checks.
  • Checked and controlled inventory levels to identify risks and opportunities.
  • Processing new orders and payments for customers by credit card or Purchase Order's.
  • Working with the accounting department to ensure all Purchase Orders are correctly filled out with the correct information and payment has been cleared.
  • Answered customers' questions regarding products, prices and availability.
  • Prioritized daily workflows, including all inbound calls, quotes and sales-related inquiries.
  • Applied mathematical skills to calculating amounts, negotiating prices and setting up contracts.
  • Set up new accounts, established customer credit, and set up payment methods.
  • Answered average of 35 calls, and 50-100 emails per day addressing customer inquiries, solving problems and providing product information
01/2015 to 03/2016 Customer Service Technician Adair Homes | Olympia, WA,
  • Responsible for supporting customers with any technical problems handling customer complaints.
  • Working in call center to triage calls to correct point of contact.
  • In charge of arranging service for instruments, scheduling technician visits to offsite locations, and issuing RMA's.
  • Responsible for maintaining open line of communication with customer, via email or by phone, with status updates and tracking information on their repairs.
  • Processing new orders and payments for customers by credit card or Purchase Authorization forms.
  • Working with accounting department to ensure all Purchase Orders are correctly filled out with correct information and payment has been cleared.
  • Responsible for updating and creating Standard Operating Procedures.
  • Answered normal and after-hours service calls.
  • Recognized by management for providing exceptional customer service.
  • Supported Accounting department by compiling paperwork and taking detailed meeting minutes.
  • Earned reputation for good attendance and hard work.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 70%
03/2007 to 08/2014 Manufacturing Technician Qorvo | Princeton, NJ,
  • Responsible for meeting daily production goals in accordance to FDA regulations and other quality control systems.
  • Experience working in clean room environment producing medical devices and components.
  • Experience working alone and ensuring production schedule is met using decision making skills based on product types, material availability, and constantly changing production environments.
  • Intellectual Property signer due to job commitments, required not to discuss any knowledge gained of GORE confidential information.
  • Experience using HMI (Human Machine Interface) screens to operate and troubleshoot equipment.
  • Performed cutting die maintenance as needed, maintaining cutting die blades to specific tolerances for production uses, as well as performing preventative maintenance procedures and calibrations.
  • Worked with engineering team and lab associates on product development, testing, and inspection of R&D studies as well as developing and revising Change Orders and Standard Operating Procedures using Microsoft Office Suite.
  • Performed shipping of final product to various locations with a thorough knowledge of Bill of Material reports.
  • Responsible for training new associates and current associates on various activities and procedures.
  • Inventory Champion for area, responsible for tracking inventory data with Microsoft Excel and Computer reports.
  • Member of 5S, Culture team, and Fun Stuff Committee, responsible for scheduling team building events and various other events.
  • Key member of the Continuous Improvement Team for the Patch platform demonstrating strong ability to identify, develop, and drive improvement projects to ensure implementation.
  • Adhered to all applicable regulations, policies and procedures for health, safety and environmental compliance.
  • Prepared and assembled materials and set up and operated production equipment in accordance with current manufacturing practices and standard operating procedures.
  • Troubleshooted problems with equipment, devices or products.
  • Provided production, progress, or changeover reports to shift supervisors and set up and verified the functionality of safety equipment.
  • Kept production logs and maintained the inventory of job materials.
  • Collected hazardous or non-hazardous waste using correctly labeled barrels or other containers and transferred to collection areas.
  • Planned and laid out work to meet production and schedule requirements.
  • Built packaging for finished products and calibrated or adjusted equipment to ensure quality production, using tools such as calipers, micrometers, height gauges, protractors, or ring gauges.
  • Worked from layout and work order, created programs and set up machines to produce required parts.
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Created agendas and communication materials for team meetings.
  • Earned reputation for good attendance and hard work.
Education
Expected in 2006 High School Diploma | Hodgson Vo-Tech High School, Newark, DE GPA:

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Resume Overview

School Attended
  • Hodgson Vo-Tech High School
Job Titles Held:
  • Customer Service Manager
  • Customer Service Technician
  • Manufacturing Technician
Degrees
  • High School Diploma