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Customer Service Quality Manager Resume Example

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CUSTOMER SERVICE QUALITY MANAGER
Professional Summary
Customer service professional dedicated to effective team management and customer satisfaction. Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment.
Skills
  • Exceptional interpersonal communication
  • Customer Relationship Management Software (CRM)
  • Excellent time management skills
  • Effective problem solver
  • Exceptional telephone etiquette
  • Process improvement specialist
  • Effective workflow management
  • Adherence to high customer service standards
  • Customer-focused
  • Microsoft Outlook, Word and Excel
Work History
Customer Service Quality Manager, 02/2014 to 02/2016
Prudential – Dresher, Pa
  • Mastery of customer service management systems and databases.
  • Evaluated consumer reports on a monthly basis.
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Prepared reports and communication for senior management and clients.
  • Initiated operations improvements to improve overall call center productivity.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Managed new performance coaching quality program from initial start-up to full operational status.
  • Met or exceeded service and quality standards every review period.
  • Managed work flow to exceed quality service goals.
  • Devised and published metrics to measure the organization's success in delivering world class customer service.
  • Effective liaison between customers and internal departments.

Performance Coach, 03/2009 to 02/2014
Prudential – Dresher, PA
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Strong leader of customer support staff.
  • Managed work flow to exceed quality service goals.


Education
Associate of Science: Mass Communication, Bemidji State University - Bemidji, MN
Public Affairs/Journalist Course: 1991
Defense Information School - Indianapolis, IN
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Resume Overview

Companies Worked For:

  • Prudential

School Attended

  • Bemidji State University
  • Defense Information School

Job Titles Held:

  • Customer Service Quality Manager
  • Performance Coach

Degrees

  • Associate of Science : Mass Communication ,
    Public Affairs/Journalist Course : 1991

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