customer service manager resume example with 10+ years of experience

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

Goal-oriented Customer Service Manager with 10+ years of experience in leadership roles. 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.

  • Customer Relationship Management Software (CRM)
  • Personnel training and development
  • Inter-department collaboration
  • Talent Development
  • Account Updates
  • Training and Development
  • Customer Relations
  • Effective problem solver
  • Customer-focused
  • Purchasing and procurement
  • Research and due diligence
  • Logistics policies and procedures
  • Skilled trainer
  • Exceptional interpersonal communication
  • Schedule Management
  • Cash Handling
  • Exceptional telephone etiquette
  • Process improvement specialist
  • Account servicing
  • Product and service knowledge
  • Strategic Planning
  • Sales and Marketing
  • Records management
  • Performance improvement
  • Documentation and reporting
  • Customer support
  • Professional Telephone Voice
  • Verbal and written communication
  • Complaint resolution
  • Calm disposition
  • Microsoft Office
  • Quality assurance
  • Brand representation
Work History
02/2011 to Current Customer Service Manager Lg Chem | Troy, MI,
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Worked with marketing department to launch and manage promotional activities and campaigns.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
12/2015 to 12/2018 Assistant General Manager Ballantyne Golf Resort | Charleston, SC,
  • Engaged team members and improved performance by delivering daily updates and conducting monthly meetings to obtain feedback and convey new policies.
  • Motivated, trained and disciplined employees to maximize performance.
  • Controlled spending on overhead and equipment by devising and executing cost-management procedures.
  • Handled cash accurately and prepared deposits.
  • Boosted yearly ranking and GSS scores, from a failing red zone hotel to a thriving green zone hotel, through process optimization and improved training.
  • Mentored and motivated team members to efficiently achieve challenging business goals.
  • Determined operational weak points and implemented corrective actions to resolve them.
  • Helped general manager develop prices based on inventory costs.
  • Hired and managed all kitchen staff.
  • Motivated staff to perform at peak efficiency and quality.
  • Purchased food and cultivated strong vendor relationships.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
  • Enhanced employee management by developing schedules, tracking time and administering payroll.
  • Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
04/2012 to 12/2015 Hotel Operations Manager Kimpton Hotels | Cleveland, OH,
  • Booked large groups for weddings, seminars, conferences and other events, providing best available room rates.
  • Supervised team of 8 front desk agents and helped to resolve issues arising during shifts.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Improved Guest Service Satisfaction percentage, single handedly through consistent hard work and dedication to driving scores up within 3 months.
  • Oversaw day-to-day operations of brand new, 120-room hotel with staff of 40 employees.
  • Worked with guests to understand needs and provide excellent service.
  • Received a very large amount of written praises, google review, gss score reviews, comment cards, written letters and emails all to thank me and mention to my superiors what a great asset I am.
  • Entered numerical data into databases with speed and accuracy using 10-key pad.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
  • Entered client information into databases quickly and with minimal errors.
  • Added documents to file records and created new records to support filing needs.
  • Obtained scanned records and uploaded into database.
  • Scanned files, eliminating outdated records.
  • Verified accuracy and validity of data entered in databases
  • Organized, sorted and checked & input data against original documents.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals [Number]%.
  • Educated customers on promotions to enhance sales.
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Regularly exceeded daily sales and product add-on quotas.
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Created and executed reorganization plan, training and development programs and implemented process improvements.
  • Liaised between parties to coordinate schedules, payments and allocations while managing customer accounts.
  • Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
  • Helped resolve client problems quickly with superior customer service.
  • Set up calendar with customer birthdays and other special events for personal touch.
Expected in 05/2009 to to High School Diploma | Gateway Institute of Technology, Saint Louis, MO, GPA:

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Resume Overview

School Attended

  • Gateway Institute of Technology

Job Titles Held:

  • Customer Service Manager
  • Assistant General Manager
  • Hotel Operations Manager


  • High School Diploma

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