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director of customer service resume example with 12+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Professional Summary

Strategic Director of Customer Service with over 10 years of experience leading and overseeing daily operations and business activities. Strong history of devising precise and targeted business operations plans, managing all areas, while reviewing performance and driving change. Forward-thinking leader with expertise in setting goals, quality standards and clear initiatives while leading quick and efficient attainment of objectives.

Skills
  • Process improvements
  • Strategic planning and execution
  • Operations Oversight
  • Scheduling
  • Staff Management
  • Performance Analysis
  • Client account management
  • Relationship building
  • Effective leader
  • Recruitment
  • Conflict resolution
  • Business Development
  • Business administration
  • Workflow planning
  • Team building
  • Team management
  • Project organization
Work History
Director of Customer Service, 07/2010 - 03/2017
Danaher Huntsville, AL,
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks
  • Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction
  • Built strong relationships with field operations team to support business development opportunities and improve service
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement
  • Assessed personnel performance and implemented incentives and team-building events to boost morale
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
  • Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
  • Performed billing, collection and reporting functions for office generating over $5,000,000 annually
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills
  • Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Brightree software
Office Coordinator, 03/2009 - 11/2009
24Hr Homecare Dallas, TX,
  • Trained new employees on administrative procedures, company policies and performance standards
  • Organized team workload and prioritized tasks to streamline office functions in deadline-driven environment
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members
  • Created and implemented secure filing systems for sensitive employee and client documents
  • Managed office activities by maintaining communication between clients, tracking records and filing all documents
  • Reconciled account files and produced monthly reports to keep CEO informed about office operations
  • Evaluated employee records and productivity to complete employee evaluations each quarter
  • Increased team productivity by reorganizing office operational procedures and protocols
  • Verified salaried and hourly employee time cards to prepare accurate bi-weekly payroll
President, 08/2005 - 03/2009
Department Of The Interior Richmond, VA,
  • Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership
  • Initiated operational improvements using lean methodologies to drive efficiency and reduce costs
  • Achieved under-budget and on-time project management to adhere to project goals
  • Interviewed, onboarded and mentored sales and marketing professionals and administrative employees and provided training on organizational strategies, standard operating procedures
  • Maintained client retention while negotiating and executing contracts and fee schedule agreements with clients
  • Developed progressive campaigns and used results to communicate organizational value and generate promotional web content
  • Oversaw daily administrative operations, including billing, sales and collections
Construction Loan Processor, 01/2002 - 01/2004
Capitol Federal Savings Bank Leawood, KS,
  • Interviewed clients regarding loan needs and financial histories and conveyed information regarding application processes
  • Set up and completed loan submission packages
  • Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants
  • Coordinated closing process with attorneys, title companies and government clerks
  • Reviewed financial statements and contacted institutions and customers to clarify details
  • Checked packages for appropriate documentation
  • Issues reports for old and new loans based on field inspections of loan sites
Education
: Liberal Arts And General Studies, Expected in 2022
-
Grayson College - Denison, TX
GPA:
Status -
High School Diploma: , Expected in 06/1988
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Chula Vista Senior High School - Chula Vista, CA
GPA:
Status -

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Resume Overview

School Attended

  • Grayson College
  • Chula Vista Senior High School

Job Titles Held:

  • Director of Customer Service
  • Office Coordinator
  • President
  • Construction Loan Processor

Degrees

  • High School Diploma

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