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customer service manager resume example with 10+ years of experience

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Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Summary

Resourceful and client-focused Customer Service Manager with over 25 years of experience leading teams in exceeding sales goals and customer expectations. Meticulous and results-oriented with expertise educating employees on all stages of sales cycle while recommending best options to meet short- and long-term needs. Personable relationship builder with polished communications skills.

Skills
  • Conflict resolution techniques
  • Client relations and retention
  • Expertise in sales
  • Customer Service
  • SMART software proficiency
  • Deadline-oriented
  • Team management
  • Cross-functional collaboration
  • Focused on customer satisfaction
  • Product Knowledge
  • Skilled multi-tasker
  • Schedule coordination
  • Training and coaching
  • Meticulous attention to detail
Experience
06/2018 to Current Customer Service Manager Emerald Expositions | Remote, NJ,
  • Communicated sales targets and worked with front-line supervisors to enhance revenue numbers and promotional techniques.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Organized and managed sales center hiring, training and employee scheduling to maximize productivity.
  • Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
  • Developed open and professional relationships with team members, enabling better, more effective customer service.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Exceeded team goals by implementing knowledge transfer processes to share best practices and improve sales initiatives.
  • Supervised and trained customer service team members to provide exceptional service, driving retention and satisfaction.
  • Worked with Front End Coach to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
  • Worked with Front End Coach to enhance customer service procedures and policies, improving support structures company-wide and boosting customer satisfaction.
  • Assessed departmental operations to determine areas for customer service improvement and support.
01/2011 to 05/2020 Store Manager Cumberland Farms | Whitehall, NY,
  • Contributed to merchandising ideas at team sales meetings to increase sales.
  • Improved store status from market worst to best by implementing process improvements and identifying performance gaps for corrective action.
  • Strengthened work flow productivity by hiring, managing and developing top talent.
  • Oversaw POS operations and cash management to reduce errors.
  • Oversaw company merger to drive seamless transition and integration of operations.
  • Minimized financial discrepancies by accurately controlling monthly operations budget.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Shared product knowledge with customers and offered personal recommendations to boost upselling and cross-selling goals.
  • Built loyal customer base by delivering excellent service and stocking in-demand products.
  • Worked closely with Area Manager to formulate and build store brand and strategy.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Coached and empowered employees by creating and sharing motivational vision plans.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Fostered healthy team environments to promote collaboration and boost productivity.
  • Restocked inventory upon shipment arrival and checked merchandise into system to maintain accurate records.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Interviewed, hired, supervised and trained employees and instituted mentoring program to develop skills, leadership and employee excellence.
  • Assessed, optimized and elevated operations to target current and expected demands.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Met budget targets by controlling expenses and eliminating wasteful behaviors.
  • Oversaw annual store budget while working closely with corporate and financial departments on reporting and payroll.
  • Secured store perimeter and enforced safety procedures to minimize losses and protect assets.
  • Maintained adequate temperature and humidity in stockrooms to preserve product freshness and quality.
  • Implemented succession planning by training and developing associates into leadership positions.
  • Trained employees on store security, monetary procedures and customer service expectations.
04/2013 to 05/2018 Banker People's United Bank | Cutchogue, NY,
  • Verified amounts and integrity of every check or funds transfer.
  • Promoted facility security by monitoring customer behaviors and following established protocols to protect individuals and assets.
  • Conducted special service and account transactions for customers, including ordering checks and placing stop payment orders.
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Counted as much as $1.2 million in daily funds with manual and machine-assisted methods.
  • Maintained optimal financial controls by securing funds and making accurate transactions.
  • Met or exceeded sales goals by promoting bank products and services in every interaction.
  • Made continuous business adjustments to improve branch operations.
  • Developed culture of success rewarding performance, productivity and sales results.
  • Reviewed accounts for signs of fraud and turned over details to law enforcement officials.
  • Networked in community, obtained referrals from customers and used sales techniques such as cold calling to increase business.
  • Set up new and regularly serviced existing accounts to bring in maximum revenue.
  • Attended local gatherings and networking events as bank representative to establish community relations and generate potential customer leads
  • Completed daily cash balancing, including the ATM.
  • Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
  • Adhered to bank and legal guidelines for reporting, loan approvals, and money handling.
  • Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
  • Met with new clients and completed pre-qualification procedures.
  • Completed thorough and accurate documentation for all money movements, deposits or withdrawals.
  • Achieved or exceeded personal sales goals on consistent basis.
  • Established standards and oversaw implementation of Record Retension department.
  • Customized products and services to meet specific banking requirements.
  • Advised customers on bank products, services and financial planning options.
  • Modified, opened and closed customer accounts.
Education and Training
Expected in to to High School Diploma | MTI Business College , Cleveland Ohio, GPA:

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Resume Overview

School Attended

  • MTI Business College

Job Titles Held:

  • Customer Service Manager
  • Store Manager
  • Banker

Degrees

  • High School Diploma

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