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customer service manager resume example with 15+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
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. Service-driven professional with 12-year background in customer service sector. Personable and reliable desiring opportunity to use leadership and experience in busy environment. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking opportunities to expand skills while facilitating company growth. Competent care giver for disabled and terminally ill family members since 2008. This includes contact with physicians, insurance carriers, and managed their personal finances. Coordinated medical appointments, transportation, and equipment. Assisted with activities of daily living and daily personal care.

Skills
  • Workflow Management
  • Issue Resolution
  • Decision Making
  • Time Management
  • Positive and Constructive Feedback
  • Leading Team Meetings
  • Client Relations and Retention
  • Handling Escalations
  • Team Building and Leadership
  • Verbal and Written Communication
  • Problem-Solving
  • Performance Evaluations
  • Call Center Operations
  • One Call Resolution
  • Delegating Work
  • Work Planning and Prioritization
  • Recruitment and Hiring
  • Teamwork and Collaboration
  • Administration and Reporting
  • Scheduling and Coordinating
  • Documentation and Reporting
  • Staff Training
  • Team Building
  • Problem Resolution
  • Managing Operations and Efficiency
  • Employee Development
  • Complex Problem Solving
  • Proficient with Microsoft products, ADP, and Kronos
Experience
Customer Service Manager, 08/2004 - 04/2008
Rural King Bloomington, IN,
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Created training manuals to resolve simple and complex customer issues.
  • Improved customer service wait times to mitigate complaints.
  • Monitored phone calls to provide feedback and coaching.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Led team engagement to assist cross-functional departments and achieve goals.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
Quality Assurance Specialist, 07/2000 - 08/2004
Burrell Behavioral Health Kansas City, MO,
  • Consulted with management and personnel to educate on QA standards.
  • Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
  • Collaborated with management to discuss effective plans for resolving major quality problems.
  • Extracted and organized metrics to monitor results for internal quality reports.
  • Used quality monitoring data management systems to compile and track performance at team and individual levels.
  • Analyzed quality assurance data to identify trends and develop and implement corrective action plans.
  • Prepared reports to communicate results of quality inspection activities to management.
  • Partnered with training and operational leaders to develop strategies to enhance customer experience.
  • Learned new testing methods through continued education and research.
  • Fostered culture of analytical thinking and precision to diagnose quality issues.
Customer Service Representative, 08/1997 - 08/2000
Lee Health Tampa, FL,
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Made outbound calls to obtain account information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Improved customer service wait times to mitigate complaints.
  • Exceeded company productivity standards on consistent basis.
Office Manager, 03/1993 - 08/1997
Edelman Milan, TN,
  • Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Managed office inventory and placed new supply orders.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Reviewed files and records to obtain information and respond to requests.
  • Prepared meeting agendas and recorded and transcribed minutes.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Interpreted and communicated work procedures and company policies to staff.
  • Consulted with management to resolve equipment performance and output quality problems.
  • Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
  • Administered payroll and maintained proper documentation of employee personnel.
  • Reduced financial discrepancies by accurately managing accounting documentation while maintaining case costs and billing processes.
  • Managed office budget to handle inventory, postage and vendor services.
Education and Training
Associate of Business Administration: Business Administration And Management, Expected in 06/2003
-
University of Phoenix - Tempe, AZ
GPA:
Status -
Six Sigma Certification: Process Improvement, Expected in
-
Quest Diagnostics - Norristown, PA,
GPA:
Status -

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Resume Overview

School Attended

  • University of Phoenix
  • Quest Diagnostics

Job Titles Held:

  • Customer Service Manager
  • Quality Assurance Specialist
  • Customer Service Representative
  • Office Manager

Degrees

  • Associate of Business Administration
  • Six Sigma Certification

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