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Customer Service Manager Resume Example

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CUSTOMER SERVICE MANAGER
Professional Summary

Enthusiastic Business Professional with over 17 years experience. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in any business environment and brings to the team past experience with data reporting, customer service and finance experience . Expert in reconciliation for large media networks and firms. Enthusiastic and service-oriented individual with exceptional communication and multitasking abilities. Works under strict deadlines and makes independent judgments. Comfortable with remote training technology and methodologies.

Work History
Car Wash Development And Management - Customer Service ManagerArlington, VA09/2016 - Current
  • Remote virtual work environment
  • Account Management
  • Data Entry Database Management
  • Report and Track transactions and discrepancies to revenue
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Built partnerships with diverse internal departments to streamline processes.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Developed documentation and logs of implemented solutions and generated and submitted reports.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
  • Microsoft Word and Excel
National Geographic Society - Assistant Digital Production ManagerWashington DC, DC08/2015 - 09/2016
  • Account management and report creation
  • Microsoft suite and Google Sheets
  • Network programming content distribution of top rating shows to media clients such as Google, Apple, Vudu, Amazon and Sony.
  • Partnered with field offices of high priority clients to guarantee delivery and satisfaction of media content and artwork by strict deadlines.
  • Created detailed reports on all aired network content
  • Oversaw digital library program, including media, catalog and instructional areas.
  • Verified digitized content modifications met all legal network requirements.
  • Used various applications and technology to deliver media and artwork packages
  • Verified digitized records adhered to all established standards and devised digital content standards.
  • Optimized digital content delivery by providing daily monitoring and adhering to strict release deadlines.
  • Oversaw preparation of marketing copy, images, videos, metadata, emails and other collateral.
  • Adhered to legal copyright laws prior to content release.
  • Created and managed network schedule and release calendar.
  • Built and strengthened strategic relationships with vendors, advertising firms and leading media partners.
  • Provided virtual training to partners in Los Angeles on all level of media distribution during merger with Fox.
Comcast Spotlight - Traffic CoordinatorBethesda, MD10/2010 - 08/2015
  • Monthly reconciliation and invoicing of all advertising campaigns.
  • Maintained network schedule for commercial spots for over 10 high profile channels such as Bravo, USA, AMC and HGTV.
  • Maintained tight production timetables and quality standards to give clients exceptional spot offerings for their cable marketing, trade and media packages.
  • Monitored and optimized media schedule for network airing.
  • Provide personalized customer service to advocate, support and successfully complete media marketing campaigns.
  • Receive and enter all traffic instructions and creative content marrying digital media packages to correct advertiser's contract.
  • Daily monitoring and maintenance of cable television networks on-air commercial schedules
  • Communicated deadlines and established benchmarks for incremental departmental success.
  • Partner with Media Sales and Advertising agencies to develop professional and loyal customer relationships.
  • Microsoft Word and Excel
Comcast Communications - Senior Administrative and Finance Clerk Manassas, VA01/2003 - 08/2010
  • Prepared month-end closing entries for detailed reporting of all revenue and record keeping for Loudoun County, Alexandria City and Arlington County.
  • Created invoices and receipts for VIP and Government accounts
  • Investigated daily variances uncovered errors using using various auditing programs and excel reports to corrected errors and resolve discrepancies.
  • Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
  • Worked with senior accounting staff to prepare financial documents and reports such as bills and invoices, year-end analysis, budgets, financial records and financial statements.
  • Provided comprehensive accounting support to company by managing functions like collections, accounts payable, accounts receivable and invoice processing.
  • Managed, invoiced and audited Military and Government contracts for Quantico Marine Corp base, Fort Belvoir and DEA.
  • Participated on contract negotiations for various Government agencies.
  • Provided personalized account management service for VIP clients and escalated customers that required expert resolutions.
  • Contributed to development of office operations manuals and improved accounting procedures by implementing accounting databases and software.
  • Microsoft Word and Excel
Languages
  • Spanish
  • English
Skills
  • Virtual Work Environment
  • Knowledge Of Business and Accounting concepts
  • Analytical skills
  • Variance and Decision Analysis
  • Client resolution
  • Report Creation
  • Data Entry and Database Management
  • Ability To Adapt to Various Applications
  • Proficiency in MS Word and Excel
  • Service-Oriented Self-Starter
  • Exemplary Work Ethic
  • Deadline driven
  • Outstanding Communication Skills
  • Native Spanish language
Education
Expected in 2024Strayer UniversityWashington, DCBachelor of Science: Computer And Information Sciences
Art Institute of WashingtonArlington, VAAssociate of Arts: Graphic Design
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Resume Overview

Companies Worked For:

  • Car Wash Development And Management
  • National Geographic Society
  • Comcast Spotlight
  • Comcast Communications

School Attended

  • Strayer University
  • Art Institute of Washington

Job Titles Held:

  • Customer Service Manager
  • Assistant Digital Production Manager
  • Traffic Coordinator
  • Senior Administrative and Finance Clerk

Degrees

  • Bachelor of Science : Computer And Information Sciences
    Associate of Arts : Graphic Design

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