customer service manager resume example with 9+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Customer Service Manager bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Dedicated Customer Service professional with professional extensive experience knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Proficient in customer service best practices and related options. Effectively drives revenue with skilled promotional and problem-solving abilities. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.Exceptional Payroll Administrator with background in finance seeking provide administrative, accounting and payroll support to energetic human resources or finance department.

  • Multitasking and Prioritization
  • Building Customer Trust and Loyalty
  • Customer Retention Strategies
  • De-escalation Techniques
  • Creative Problem Solving
  • Courteous with Strong Service Mindset
  • Customer Account Management
  • Upbeat and Positive Personality
  • Efficient and Detail-Oriented
  • Responding to Difficult Customers
  • Verbal and Written Communication
  • Calm and Professional Under Pressure
  • Understanding Customer Needs
  • Issue and Complaint Resolution
  • Customer Data Confidentiality
  • Patient and Empathetic
  • Proactive Self-Starter
  • Live Chat Messaging
  • Microsoft Office Suite
  • Computer Proficiency
  • Strong Analytical and Problem Solving Skills
  • Excellent Attention to Detail
  • Inbound and Outbound Calling
  • Administrative and Office Support
  • Time Management
  • Team-Oriented and Cooperative
  • Establishing and Maintaining Customer Relationships
  • Interpersonal Skills
  • Talent development
  • Product Knowledge
  • Research ability
  • Training programs
  • CRM
  • Schedule coordination
  • Marketing savvy
  • Budgeting and finance
  • Account management
  • Cross-functional collaboration
  • Workforce Management
  • QA
  • Call Center Operations
  • Superior computer skills
  • Training and coaching
  • Multi-State Payroll
  • Payroll Policies and Procedures
  • New Employee Processing
  • Decision Making
  • Time Tracking and Review
  • Kronos Workforce Payroll
  • Critical Thinking
  • Intuit QuickBooks
  • Microsoft Office
  • ADP Workforce Now
  • Pay Adjustments
  • Accounts Payable
  • Excellent Writing Skills
  • One Call Resolution
Education and Training
Tarrant County College District Fort Worth, TX Expected in 07/2022 Associate of Science : Business Administration And Management - GPA :
North Crowley High School Fort Worth, TX Expected in 05/2006 High School Diploma : - GPA :
Willis Towers Watson - Customer Service Manager
Reno, NV, 06/2021 - 06/2022
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Onboarded new employees in time reporting and payroll systems.
  • Processed employee rehires, transfers, terminations and withholdings.
  • Supported payrolls, driving timely and accurate payment of employee wages.
  • Worked closely with human resources (HR) to safeguard confidential employee data.
  • Responded to employee inquiries regarding payroll and timekeeping.
  • Accurately processed data, validation and transmission for weekly, semi-monthly and sales payrolls.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Developed daily, weekly and monthly reports on help desk team's productivity.
  • Trained staff to provide excellent customer service
Willis Towers Watson - Customer Service Advocate 3
San Juan, PR, 06/2013 - 04/2021
  • Promoted available products and services to customers during service, account management and order calls.
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Carried out opening and closing functions to meet operational needs underpinning strong customer service.
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention.
  • Resolve Complaints
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
  • Assisted customers with needs such as opening accounts, updating account details and signing up for new services.
  • Learned and maintained in-depth understanding of financial information, providing knowledgeable responses to diverse questions.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Cross-trained and backed up other customer service managers.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered prompt service to prioritize customer needs.
  • Managed over 75 calls per day
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Cross-trained existing employees to maximize team agility and performance.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Liaised with customers, management team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Recommended products to customers, thoroughly explaining details.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Managed over 75 calls daily
Aurora Payments - Customer Service Manager
City, STATE, 01/2022 - Current
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Developed and implemented strategies necessary for minimizing risk of non-compliance.
  • Monitored compliance risk controls to identify deviations and offer recommendations.
  • Analyzed data from multiple sources to systematically document work and results.
  • Maintained and revised policy procedures for general operation of compliance program.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Consulted with customers regarding needs and addressed concerns.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Educated customers on special pricing opportunities and company offerings.
  • Improved customer service wait times to mitigate complaints.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

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Resume Overview

School Attended

  • Tarrant County College District
  • North Crowley High School

Job Titles Held:

  • Customer Service Manager
  • Customer Service Advocate 3
  • Customer Service Manager


  • Associate of Science
  • High School Diploma

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