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Customer Service Manager Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Driven leader with 15+ years of experience in business planning and oversight. Expert at coordinating all activities, creating policies and procedures. Expert in customer service and leading positive feedback in all areas of a company. Outgoing and enthusiastic leader able to manage and motivate various types of employees.

Dedicated Account Manager promoting dynamic client management, issue resolution and relationship-building skills. Effective at maximizing repeat business opportunities. Proven history of increasing revenue while bringing in new clients.

Skills
  • Sales team development
  • Cross-functional team management
  • Supervision and training
  • Staff supervision
  • Performance improvements
  • Inventory management
  • Staff training
  • Customer relationship management
  • Customer retention
  • Budgeting and cost control strategies
  • Sales planning and implementation
  • Customer relationships
  • Sales strategies implementation
  • Negotiation and persuasion
  • Oral and written communication
  • ICMS
  • Five 9
  • Microsoft Office
  • Verint
  • Salesforce
  • Genysis soft phone
  • Avaya
  • Onesource
  • NICE engage
  • Axis
  • Integrys
  • Arc
  • Knowlegebank
  • Cerner
  • Onbase
  • WFO
  • OneBanner
  • PowerChart
  • MS4
  • Fuji
  • And more
Experience
Associate Manager, 09/2022 to Current
First Fidelity BankEdmond, OK,
  • Evaluated performance of team members and provided consistent coaching to improve skills.
  • Leveraged skills and expert policy knowledge to find solutions to issues and promote positive conflict resolution.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Enforced company policies and procedures to strengthen operational standards across our department.
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Led employee performance evaluations and rewarded top performers to retain quality personnel.
  • Coached team members and delivered constructive feedback to promote better productivity and build confidence.
  • Delegated tasks to team members based upon skill level and to achieve organizational goals.
Health Care Scheduler/CEC, 09/2021 to Current
The Paradies ShopsDallas, TX,
  • Prioritize and organize tasks to efficiently accomplish service goals.
  • Gather personal and insurance information from each patient.
  • Answer 35 average daily phone calls to schedule appointments and address patient inquiries.
  • Communicate with patients to gather scheduling data and verify chart information.
  • Call patients to schedule appointments, consistently double-checking information and availability.
  • Adhere to HIPAA requirements to safeguard patient confidentiality.
  • Work with imaging departments to coordinate specialty exams and procedures
  • Gather current medical information and reviewed histories to gather details for procedures.
  • Communicate with patients, medical offices and hospitals by phone and via written correspondence.
  • Collaborate with radiologists, sonographers and other healthcare team members to streamline patient care.
Manager, 05/2017 to 11/2021
Koch Industries, Inc.Neenah, WI,
  • Strategized long-term business needs while generating guest relations feedback for process improvements.
  • Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
  • Designed sales and service strategies to improve revenue and retention.
  • Encouraged, trained and disciplined employees to maximize performance.
  • Empowered staff members to contribute to continuous improvement, quality and growth of company.
Customer Service Manager, 02/2020 to 07/2021
Waggener EdstromAustin, TX,
  • Listened to and asks questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Upheld privacy and security requirements established by HIPPA regulatory agencies.
  • Delivered service and support to each customer, paving way for future business opportunities.
  • Set up and activated customer accounts to maintain QA satisfaction levels.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Documented conversations with customers to track requests, problems and solutions.
  • Efficiently responded voicemails to promote assistance and service to customers.
  • Adhered to regulatory guidelines for workplace safety and customer confidentiality.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
  • Maximized customer satisfaction by handling more than 100 customer email and telephone interactions each day.
  • Provided detailed monthly departmental reports and updates to senior management.
  • Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
  • Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Lead on- and off-site customer support teams across multiple sites
  • Conducted and Delivered PowerPoint training to new Quality Assurant team and Supervisor.
  • Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
  • Trained new employees on company customer service policies and service level standards.
  • Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
  • Complied with company policies, objectives and communication goals.
Regional Sales Manager, 03/2012 to 05/2017
Company NameCity, State,
  • Developed operational budgets and approved travel expenses.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Distributed memos and updates to apprise departments and divisions of corporate objectives and developments.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Managed office budget to handle all needs, including inventory, postage and vendor services.
  • Directed and oversaw office personnel activities.
  • Oversaw CRM updates and backups, report generation and troubleshooting requisition.
  • Coordinated office activities and operations to secure efficiency and compliance with company policies.
  • Conferred with business leaders to evaluate needs and strategize operational improvements.
  • Cultivated community relations and worked with teams to optimize programs.
  • Created training program for new office employees.
Sr. Account Executive, 01/2009 to 03/2012
Company NameCity, State,
  • Managed and mentored team of 4 account executives.
  • Negotiated contracts, closed agreements and supported sales team in new product launches.
  • Developed relationships with C level clients and provided individualized customer service to maintain longevity of accounts.
  • Performed in contact-oriented role with internal and external stakeholders, clients and suppliers to initiate and roll out client solutions.
  • Researched and developed pipeline of clients that demonstrated interest in being partners with organization.
  • Identified potential customers and evaluated market potential.
  • Oversaw production of advertising copy, including preparing scripts, reviewing proofs and editing layouts.
  • Prepared quotes for potential clients, upselling special packages and maintaining high levels of accuracy.
  • Cultivated and developed customer relationships to enable sustained revenue growth.
Education and Training
Bachelor of Arts: Health Care Administration, Expected in 09/2023
GCU - Mesa, AZ,
GPA:

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Resume Overview

School Attended
  • GCU
Job Titles Held:
  • Associate Manager
  • Health Care Scheduler/CEC
  • Manager
  • Customer Service Manager
  • Regional Sales Manager
  • Sr. Account Executive
Degrees
  • Bachelor of Arts