Customer Service Manager resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. 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. 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

  • Positive and Constructive Feedback
  • Time Management
  • Leading Team Meetings
  • Continuous Improvements
  • Call Center Operations
  • Technical Proficiency
  • Administration and Reporting
  • Workflow Management
  • One Call Resolution
  • Account Authorizations
  • Scheduling and Coordinating
  • Employee Coaching and Motivation
  • Verbal and Written Communication
  • Handling Escalations
  • Service Delivery Optimization
  • Collection Calls
  • Job and Task Observation
  • Personnel Training and Development
  • MS Office
  • Retail Knowledge
  • Media Options
  • Increasing Savings
  • Budgeting and Reporting
  • Clerical Support
  • Creative Solutions
Work History
Customer Service Manager, 01/2020 to Current
Stitch FixPhiladelphia, PA,
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Kept accurate records to document customer service actions and discussions.
  • Researched and corrected customer concerns to promote company loyalty.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Developed and offered unique discount options to drive interest in new product lines.
  • Created and reviewed invoices to confirm accuracy.
Telemarketer, 07/2018 to 01/2020
EmplicityIrvine, CA,
  • Completed daily cold calling and outreach to build sales pipeline.
  • Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
  • Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
  • Built relationships with customers using strong persuasion and active listening skills.
  • Recorded and updated customer information in online systems.
  • Answered inbound telephone calls from interested customers to persuasively discuss offerings.
  • Recorded contact information of customers and potential customers in internal database.
  • Followed up with customers to solicit further sales.
  • Answered questions about company offerings with knowledgeable responses about products and services.
Customer Service Representative, 10/2013 to 12/2018
Bmo HarrisBurlington, NC,
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Trained staff on operating procedures and company services.
  • Promptly responded to inquiries and requests from prospective customers.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Developed and updated databases to handle customer data.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and backed up other customer service managers.
Data Analyst, 06/2005 to 09/2011
Fortress InvestmentDallas, TX,
  • Identified and documented detailed business rules and use cases based on requirements analysis.
  • Researched and resolved issues regarding integrity of data flow into databases.
  • Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
  • Used statistical methods to analyze data and generate useful business reports.
  • Utilized data visualization tools to effectively communicate business insights.
  • Developed tables, views and materialized views using SQL.
  • Extracted and interpreted data patterns to translate findings into actionable outcomes.
  • Tested data prediction algorithms based on historical data.
  • Developed required policies and procedures that reflected actual goals, tasks and workflows, while meeting all regulatory compliance requirements.
  • Analyzed transactions to build logical business intelligence model for real-time reporting needs.
  • Upheld security and confidentiality of documents and data within area of responsibility.
High School Diploma: , Expected in 06/2006
Summerville High School - ,
Additional Information

I am open to relocate . I will need a relocation package. That state's I am open to for relocation is: DC, Greenville SC, VA

Also one of the benefits I will need if offered employment is a housing or housing allowance : even if it is in NY - I am a single mom and I will need permanent housing for me and my daughter.

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Resume Overview

School Attended

  • Summerville High School

Job Titles Held:

  • Customer Service Manager
  • Telemarketer
  • Customer Service Representative
  • Data Analyst


  • High School Diploma

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