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customer service manager resume example with 18+ years of experience

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

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Skills
  • Policy Enforcement
  • Verbal and Written Communication
  • Team Building and Leadership
  • One Call Resolution
  • Conflict Resolution Techniques
  • Issue Resolution
  • Positive and Constructive Feedback
  • Time Management
  • Workflow Management
  • Handling Escalations
  • Decision Making
  • Work Prioritization
  • Problem-Solving
  • Staff Training
  • Scheduling and Coordinating
  • Documentation and Reporting
  • Problem Resolution
  • Employee Development
  • Administration and Reporting
  • Managing Operations and Efficiency
  • Performance Tracking and Evaluation
  • Team Leadership
Experience
01/2022 to Current Customer Service Manager Res-Care, Inc. | Hopedale, IL,
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated and authenticated returns, exchanges and voids.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Relayed customer feedback to cross-functional teams to improve products and services.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Organized client contracts, records and reports to strengthen traceability.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
04/2010 to 06/2021 Business Owner Chart Industries | Brentwood, NH,
  • Determined pricing for products or services based on costs and competition.
  • Kept records for production, inventory, income and expenses.
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Resolved issues quickly through meticulous research and quick decision-making.
  • Managed operations budgeting, accounts payable and accounts receivable and payroll.
  • Set pricing structures according to market analytics and emerging trends.
  • Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
  • Analyzed financial statements and trends to manage cash flow and make business decisions.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Formed and sustained strategic relationships with clients.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Appraised inventory levels on frequent basis, ordering new merchandise to keep quantities well-stocked.
  • Interviewed, trained and supervised employees.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Directed or coordinated financial or budget activities to fund operations and maximize investments.
02/2006 to 07/2010 Expediter New Balance | Vineland, NJ,
  • Reviewed master production schedule to determine possible and actual shortages and alerted proper authorities of potential problems in meeting customer needs.
  • Orchestrated timely flow of raw materials, parts, subassemblies, assemblies and finished goods from external and internal suppliers and maintained productive vendor relations.
  • Toured manufacturing areas [Timeframe] to directly check on order status and presented ideas and executed plans to increase speed through production process.
  • Expedited, routed and dispatched materials and parts according to production schedules and commitments, generated schedule progress reports and tracked completed orders.
  • Entered information into system to update status reports.
  • Verified pricing and computed product totals to complete detailed invoices.
  • Managed movement of materials and product through production.
  • Used daily system logs to document production information, discussing issues with management.
  • Assisted fellow planning staff members with tasks to maintain proper workflows.
  • Traced missing material and shipments through vendor and customer communications.
  • Distributed work orders to departments.
  • Contacted suppliers to verify shipment details.
  • Coordinated pick-up and delivery of express mail services.
  • Received incoming shipments and reviewed contents against purchase order for accuracy.
11/2003 to 01/2006 Retail Store Manager Dollar General | City, STATE,
  • Built and maintained strong working relationships with team members.
  • Managed daily operations by completing purchasing, inventory control, merchandising and product distribution tasks.
  • Hired and trained positive, enthusiastic employees to boost talents of retail team.
  • Supervised cash drawer balances and deposits of store receipts.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Organized new stock for floor placement.
  • Supervised receiving and stockroom activities to identify opportunities with inventory and prevent shrinkage.
  • Coached and mentored employees by offering constructive feedback and taking interest in long-term career growth.
  • Increased store sales by cross-selling complementary items.
  • Mentored employees in management of complicated sales, complex issues and difficult customers.
  • Organized and updated schedules to optimize coverage for expected customer demands.
  • Prevented store losses using awareness and attention to detail to detect gaps for corrective action.
  • Executed merchandising strategies to support store sales growth.
  • Improved profitability by executing daily, weekly and monthly floor plan changes.
Education and Training
Expected in 05/1991 to to High School Diploma | Shepherd High School, Shepherd, TX GPA:

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Resume Overview

School Attended

  • Shepherd High School

Job Titles Held:

  • Customer Service Manager
  • Business Owner
  • Expediter
  • Retail Store Manager

Degrees

  • High School Diploma

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