customer service manager resume example with 14+ years of experience

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

Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

  • Positive and Constructive Feedback
  • Time Management
  • Service Delivery Optimization
  • Continuous Improvements
  • One Call Resolution
  • Workflow Management
  • Administration and Reporting
  • Leading Team Meetings
  • Managing Operations and Efficiency
  • Scheduling and Coordinating
  • Handling Escalations
  • Work Prioritization
  • Issue Resolution
  • Policy Enforcement
  • Verbal and Written Communication
  • Employee Coaching and Motivation
  • Call Center Operations
  • Maximizing Coverage
  • New Hire Training
  • Employee Scheduling
  • Persuasive Negotiations
  • Quality Assurance
  • Retail Knowledge
  • Cash Register Operations
  • Special Assignments
  • Budgeting and Reporting
Northcentral Technical College Wausau, WI Expected in 12/2013 Associate of Science : Human Services - GPA :
  • Elected to Vice President for Human Services Club in 2012/2013
  • Elected to Spencer Regional Representative for Human Services Club in 2012/2013
  • Professional development completed in Trauma Informed Care
  • Professional development completed in Shaken Baby Syndrome
  • Received NTC Human Services Club Scholarship, academic excellence, leadership, and community service.
  • Received NTC Laptop Scholarship Program
  • Dean's List Spring 2012
  • Dean's List Fall 2013
University of Southern California Los Angeles, CA Expected in 05/1995 Bachelor of Science : Business Communications - GPA :
  • Won Employee of the month award in 2019, 2020,2022.
Work History
Modivcare - Customer Service Manager
Austin, TX, 01/2016 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Dean Foods Company - Funeral Assistant
Reno, NV, 03/2021 - 09/2022
  • Supported funeral director with all facets of funeral service coordination.
  • Set up flowers, opened and closed caskets, and acted as pallbearer.
  • Welcomed families and visitors into facility and guided into appropriate visitation rooms or chapel.
  • Greeted funeral guests and coordinated seating.
  • Carried flowers to hearses or limousines for transportation to churches and places of interment.
  • Transferred cremated remains from temporary urns to permanent urns to release cremated remains to families.
  • Arranged floral tributes and lights around caskets in visitation rooms and chapels.
  • Prepared facilities for funeral visitations and memorials.
  • Transported caskets from morgue to reserved rooms to prepare caskets for viewing.
  • Provided personal assistance, emotional support and personal care.
  • Displayed highest level of professionalism and sensitivity when dealing with grieving family members.
  • Closed and secured caskets and led funeral corteges to churches and burial sites.
Dole Foods - Collection Supervisor
City, STATE, 09/2004 - 05/2012
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to [Job Title].
  • Performed billing, collection and reporting functions for office generating over $[Number] annually.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Supervised 18 administrative team members and provided constructive feedback, resulting in higher morale and increased employee retention.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Achieved specific team objectives and collection activity.

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Resume Overview

School Attended

  • Northcentral Technical College
  • University of Southern California

Job Titles Held:

  • Customer Service Manager
  • Funeral Assistant
  • Collection Supervisor


  • Associate of Science
  • Bachelor of Science

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