customer service manager resume example with 2+ years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skills
Client Relations and Retention
Team Building and Leadership
Decision Making
Continuous Improvement
Handling Escalations
Positive and Constructive Feedback
Service Delivery Optimization
Delegating Work
Problem-Solving
Time Management
Call Center Operations
Verbal and Written Communication
Work Prioritization
Workflow Management
Issue Resolution
Technical Proficiency
Teamwork and Collaboration
Managing Operations and Efficiency
Complex Problem Solving
Cost Control
Training and Development
Work Planning and Prioritization
Project Planning
Experience
11/2021 to CurrentCustomer Service ManagerLoeb.Nyc | Stamford, CT,
Handled customer inquiries on products offered by the company, as well as products relevant to our customerbase (other items of militaria and surplus), taking care to know products thoroughly.
Developed strategies to reduce overall numbers of customer inquiries, and strategies to answer customer needs in a timely manner, reducing average wait times from several days to ranges within 1~2 hours.
Processed refunds and exchanges in a timely manner, streamlining the process and exercising special care to maintain relations with longtime customers.
Communicated with customers who were experiencing delays with pre-ordered goods with the aim of retaining pre-order sales. Focused on maintaining both the business's reputation and retaining repeat business. Coordinated with project managers to keep customers informed with timely, accurate information.
Disputed chargeback claims and assessed potential avenues for fraud, working with the sales team to improve metrics for fraud detection.
Worked extensively with our international shipping provider, APC Parcel Logistics to recover missing parcels & shipments, resolving a large incident in Q4 of 2021 in order to retrieve a large number (estimated 100+) missing orders.
Worked with UPS Capital Claims, our shipping insurance provider, to reduce damages from missing shipments. Developed a workflow to expedite the insurance claims process.
Coordinated new strategies to reduce the number of mishandled shipments with the shipping & handling team.
Maintained high standards in communicating with customers sending in high dollar value items (night vision devices) for servicing, repair, and assembly, ensuring that work was done in a timely manner.
Introduced new vendors to Kommandostore, such as Nightline Inc. to resolve issues with components shortages for our Night Vision department.
Trained offsite customer service representatives, and assisted part-time shipping & handling team members to improve workplace efficiency.
Learned other skills from other departments, such as order fulfillment, sorting incoming shipments for quality inspection, and handling other duties for administration to assist during rush hours.
08/2020 to 11/2020RecruitBrasscraft | Lancaster, TX,
Enlisted as Retail Specialist and attended Basic Training from August 6th with pay grade of E-3.
Discharged on November 25 due to COVID-19 and Pneumona, and ensuing medical complications after extensive hospitalization.
General Discharge under Honorable Circumstances.
06/2018 to 01/2019IT InternPioli Properties | City, STATE,
Assisted employees who had insufficient levels of IT knowledge in utilizing basic office software to improve workplace efficiency.
Repaired office computers, recovered data, and suggested hardware improvements to reduce downtime from computer failures and insufficient hardware.
Installed UPS systems to prevent data loss in light of electrical issues in the area.
Recommended further improvements to existing machinery and generated cost estimates, taking care to minimize costs.
04/2017 to 06/2018Assistant Manager (Part-Time)Koko Loko Coffee | City, STATE,
Took care to maintain facilities and ensure cleanliness in work areas.
Worked as a barista and cashier during peak hours to ensure customers were being served orders in a timely, accurate manner.
Inspected all food storage and kitchen areas to maintain compliance with health & safety regulations.
Maintained and restocked shelves, notifying general manager about low inventory to ensure items remained available for customers.
Handled customer complaints in a courteous manner and operated independently to address complaints and concerns.
Resolved a minor issue with theft from the cash registers, keeping careful watch to prevent further theft and reporting all suspicious activities to management.
Oversaw closing procedures, taking care to secure the business properly after hours.
Education and Training
Expected in 05/2016 to to Bachelor of Arts | Political ScienceNew York University, New York City, GPA:
Expected in 07/2011 to to High School Diploma | St. George's School, Vancouver, Canada, GPA:
Languages
Korean:
Native/ Bilingual
Negotiated:
Additional Information
CompTIA A+, CompTIA
TESOL Degree, Rennert International
Strong interest and love for firearms, shooting sports, and tactical equipment. Hobby-level interest in militaria.
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