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Customer Service Manager Resume Example

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CUSTOMER SERVICE MANAGER
Summary

Resourceful and client-focused Customer Service Manager with over 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 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. Ethical customer service talented at processing high volumes of error-free transactions and meeting departmental goals. Offering 20 years of experience in quickly resolving service or product issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations. Results-oriented manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Experience
10/2013 - CurrentCompany Name - Customer Service ManagerCity, State
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Reduced amount of employee overtime 40% by effectively delegating tasks.
  • Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery.
09/2011 - 10/2013Company Name - Assistant Business ManagerCity, State
  • Cultivated and maintained productive relationships with colleagues, partners, vendors and suppliers and represented company at conferences, trade shows and association meetings.
  • Built thorough knowledge of company's products and services, responded to and solved customer inquiries and problems and won trust and confidence of customer base.
  • Compiled timely business reports, performed market and competitive research, prepared presentations and updated and maintained electronic records with absolute accuracy.
  • Trained and supervised 10 employees, delivered feedback for improved performance and communicated regularly with Business Manager regarding team performance.
  • Managed accounting functions, including cash control, funds disbursement, accounts receivable, accounts payable and payroll and maintained and tracked product inventory.
  • Assisted customers with product usage and troubleshooting issues.
  • Represented integrity and professionalism in all areas of business, serving as mentor and roll model to staff.
  • Tracked financial data and completed reports detailing key metrics.
  • Cultivated relations with customers and personnel to drive client retention and long-term growth initiatives.
07/2003 - 09/2011Company Name - Office ManaCity, State
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Performed billing, collection and reporting functions for office generating over $13m annually.
  • Interviewed, onboarded, developed and oversaw daily activities of clerical and administrative office personnel.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Enhanced customer satisfaction ratings by resolving account issues efficiently.
  • Managed office inventory and placed new supply orders.
  • Automated office operations to manage client correspondence, record tracking and data communications.
  • Increased office organization by developing more efficient filing system and customer database protocols.
  • Streamlined back office services for clients to promote proper functionality and positive user experience.
  • Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
  • Automated office operations, managing client correspondence, payment scheduling, record tracking and data communications.
  • Elevated customer satisfaction ratings by resolving client and case issues efficiently.
03/1993 - 07/2003Company Name - officeCity, State
  • Proactively identified and solved complex problems that impact management and business direction
  • Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
  • Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
  • Greeted visitors promptly and directed to correct locations.
  • Performed billing, collection and reporting functions for both offices generating over $5m annually.
  • Oversaw office inventory and timely reordering of supplies.
  • Liaised with court personnel, city magistrates, police departments and bank administrators to promote successful office operations.
  • Enhanced customer satisfaction ratings by resolving account issues efficiently.
  • Wrote professional business correspondence.
  • Automated office operations to manage client correspondence, record tracking and data communications.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Updated employee paperwork and records.
  • Oversaw all day-to-day office operations, such as receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
Skills
  • Talent development
  • Client relations and retention
  • Conflict resolution techniques
  • Persuasive
Education and Training
ELACCitySome College (No Degree): Business
06/1981Marshall High SchoolCityHigh School Diploma
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Resume Overview

School Attended

  • ELAC
  • Marshall High School

Job Titles Held:

  • Customer Service Manager
  • Assistant Business Manager
  • Office Mana
  • office

Degrees

  • Some College (No Degree) : Business
    High School Diploma

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