Customer Service Manager Resume Example

Love this resume?

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

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

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.

  • 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
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,

By clicking Build Your Own Now, you agree to our Terms of Use and Privacy Policy

Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:


Resume Strength

  • Measurable Results
  • Personalization
  • Strong Summary
  • Target Job

Resume Overview

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