LiveCareer-Resume

customer service manager resume example with 20+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

Dedicated employee with pride in ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Skills
  • Skilled multi-tasker
  • Research ability
  • Focused on customer satisfaction
  • Meticulous attention to detail
  • Training and coaching
  • Deadline-oriented
  • Management of remote employees
  • Cross-functional collaboration
  • Customer Service
  • Schedule coordination
  • QA
  • Project management
  • Product Knowledge
  • Account management
  • Workforce Management
  • Budgeting and finance
  • Training programs
  • Marketing savvy
  • Client relations and retention
  • Talent development
  • Conflict resolution techniques
  • Anticipating guest needs
  • Safe serving knowledge
  • Suggestive selling
  • Outstanding customer service
  • Health codes compliance
  • Basic accounting
  • Cash and credit transactions
  • Food preparation
  • Courteous
  • Balancing the cash register
  • Service-oriented mindset
  • Food service
  • Outgoing personality
  • Organizational ability
  • Cash register operation
  • High-volume dining
  • Seating assignment preparation
  • Table Bussing
  • Sales Techniques
  • Price memorization
  • Buffet setup and takedown
  • Check payment processing
  • Regulatory compliance
  • Food safety understanding
  • Relationship management
  • Table setting arrangements
  • Effective customer upselling
  • High-energy attitude
  • Adaptive team player
  • Courteous demeanor
  • Problem-solving abilities
  • Inbound and Outbound Calling
  • Retail sales customer service
Experience
08/2014 to 12/2021
Customer Service Manager Root Insurance Columbus, OH,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • Upheld strict quality control policies and procedures during customer interactions.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Reviewed customer account information to determine current issues and potential solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Evaluated and authenticated returns, exchanges and voids.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to in-person and online customers to improve company customer service ratings.
  • Secured client retention by driving service and product benefits, features and recommendations around clients' needs.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Assessed departmental operations to determine areas for customer service improvement and support.
  • Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Recommended improvements to products and services to mitigate complaints.
  • Generated reports on KPIs to track and improve key metrics.
  • Relayed productive customer feedback to marketing teams.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Reduced process gaps while training new hires on products, software, operational best practices and store protocols.
  • Created order management system for sales and customer service personnel to improve client experience.
  • Supported operational improvements and resolution of problems to deliver top-notch customer service.
  • Strengthened traceability by developing organization systems for client contracts, records, reports and agendas.
  • Decreased process lags by training customer service representatives and planning advanced staff development.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Led team engaged in delivering assistance to customer service department on daily basis.
  • Executed on-time and under-budget project management on complex issues while updating customers on technician availability.
  • Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
03/2009 to 07/2017
Bartender Treasure Island Casino Welch, MN,
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
  • Upsold customers from shelf to premium brands to help boost sales.
  • Recommended food and drinks to patrons based on preference, pairings and special promotions.
  • Balanced daily registers and generated sales reports for management.
  • Implemented special events to boost customer numbers and profits.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Ordered inventory to meet expected demand with adequate stock.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Poured wine, beer and cocktails for patrons.
  • Maintained list of ride services for inebriated customers.
  • Planned and updated menus to accommodate customer preferences.
  • Produced and balanced daily and weekly sales reports.
  • Collected and organized daily till totals and tips.
  • Lowered liquor costs by training bar staff on precision pouring and waste reduction.
  • Talked easily with patrons to build rapport and earn repeat business.
  • Prepared new garnishes, juices and other perishables daily.
  • Balanced tills, handled cash, processed credit card payment batches and prepared bank deposits.
  • Stocked bar with beer, wine, liquor and related supplies.
  • Met customer, business operations and server needs with minimal errors or delays.
  • Interacted with customers, completed transactions and maintained work areas according to relevant professional standards and codes.
  • Took drink orders from tables and bar area and relayed to bartenders.
  • Created unique cocktails for special events.
  • Created rapport with new and returning patrons to foster guest satisfaction.
  • Restocked beer and liquor regularly and after special events.
  • Maintained detailed inventory of bar supplies and stocked work areas.
  • Cleaned tables after service and quickly resetting supplies to maintain restaurant and service flow.
  • Closely monitored customers' intoxication levels and discontinued alcohol service, removed from premises or requested assistance from security.
  • Received cash and card payments for balances owed.
  • Kept supplies stored in proper locations according to health code standards.
  • Monitored patron alcohol consumption to encourage safety.
  • Checked identification of customers to verify age requirements needed to purchase alcohol.
  • Collected appetizer, entree and wine orders from patrons.
  • Used POS system to input orders, create checks and issue receipts.
  • Prepared specialty drinks to support servers.
  • Ordered and maintained inventory of bar products, alcohol, soft drinks and supplies to drive high volume of sales.
  • Advertised, marketed and recommended drink options to guests.
  • Introduced new seasonal and special events menu items to successfully increase monthly sales.
  • Processed above-average daily revenue and consistently met targets for special events and promotions.
  • Reinvented classic cocktails to complement new menu options.
  • Increased average ticket amounts by upselling customers from shelf to premium brands.
  • Created signature beverages to increase revenue and patron loyalty.
  • Managed high volume of shift customers and simultaneously assisted restaurant servers with diverse needs.
  • Offered preferred tables and other special accommodations to VIP customers.
  • Reduced inventory losses and moved older products by creating new drink menu items.
  • Prepared and served over 300 drinks per shift in high-volume [Type] environment.
  • Designed and implemented new cocktails to drive customer interest and sales numbers.
  • Made alcohol and beverage orders for clients.
  • Promoted products to customers to enhance bill totals with high-profit items.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
09/1999 to 06/2007
Waitress Hilton Worldwide Naperville, IL,
  • Maintained accuracy while handling payments, giving change and printing receipts to customers.
  • Stocked server areas with supplies before, during and after shifts.
  • Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
  • Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
  • Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
  • Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
  • Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
  • Minimized customer wait times by taking and filling large volume of orders each day.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Prepared salads, appetizers and garnishes to assist kitchen staff.
  • Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
  • Arranged place settings with fresh tablecloths, tableware and flowers to create appealing tables.
  • Increased sales of high margin menu items through effective upselling.
  • Updated customers on menu changes and new food and beverage offerings to maintain quality service relationships.
  • Served plated dinners, oversaw buffet-style dinners and passed hors d'oeuvres for parties.
  • Assisted kitchen staff with food counts by determining number of items required for complete service.
  • Cleared table and bussed dishes to allow for quick setups.
  • Set up dining room to meet hospitality and service standards.
  • Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
  • Developed strong and lasting resident relationships.
  • Greeted newly seated guests promptly, filled water glasses and brought bread to table.
  • Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
  • Implemented sanitary food handling, holding and service protocols.
  • Operated POS terminals to input orders, split bills and calculate totals.
  • Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
  • Completed opening and closing checklists to facilitate smooth restaurant operations.
  • Documented food orders and ran items to guest tables in dining room.
  • Satisfied customers by topping off drinks and anticipating condiments, napkins and other needs.
  • Set up tables and counters to prepare dining and serving areas.
  • Reset tables between guests, refilled condiments and wiped down surfaces.
  • Completed final preparations of dishes and quickly delivered items to customers.
  • Relayed orders and special requests to cooks.
  • Calculated charges, issued table checks and collected payments from customers.
  • Handled special customer requests for separate checks and menu substitutions.
  • Provided timely checks on guest needs and brought requests.
  • Promoted desserts, appetizers and specialty drinks to optimize sales.
  • Calculated accurate bill amounts and processed cash and credit card payments.
  • Restocked tables, wait staff areas and order staging areas.
  • Collaborated with host, bus person and cook to serve up food and beverage options.
  • Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
  • Discussed dining menu information to aid in decision process for senior residents.
  • Completed cleaning duties by sweeping and mopping floors, vacuuming carpet and tidying up server stations.
  • Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
  • Cross-trained as host and helped with tasks such as greeting diners and escorting guests.
  • Inventoried food supplies to determine needs and replenish stations.
  • Refilled drinks at 12 tables throughout service areas, checking in with diners about specific needs.
  • Refilled drinks at 12 tables throughout service areas, checking in with diners about specific needs.
  • Practiced safety and loss prevention procedures, adhering to universal precautions and infection control guidelines.
  • Monitored up scale dining rooms for safety and customer needs, upholding high standards for service and experiences.
  • Plated food and assessed plate presentation to maintain highest standard of food quality.
  • Welcomed incoming patrons and seated at optimal locations based on individual preferences and server balancing requirements.
  • Set 45 tables for banquet meals to prepare for over 200 daily diners and reset tables after customers left.
  • Met or exceeded sales targets on consistent basis with proactive promotional strategies and dessert mentions.
  • Washed buffet, restaurant and banquet items and arranged silverware, dishes, cooking utensils, equipment and displays.
  • Provided exceptional service to high volume of daily customers.
  • Observed eating patterns of residents to record proper nutrition during meal times.
  • Made reservations for guests up to 7 days in advance.
  • Designed emergency protocols to enhance customer and worker safety.
Education and Training
Expected in 06/1999 to to
High School Diploma:
Citrus High School - Porterville, CA,
GPA:
Expected in to to
:
Porterville College - Porterville, CA
GPA:

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Resume Overview

School Attended

  • Citrus High School
  • Porterville College

Job Titles Held:

  • Customer Service Manager
  • Bartender
  • Waitress

Degrees

  • High School Diploma
  • Some College (No Degree)

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