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Manager of Customer Service Resume Example

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MANAGER OF CUSTOMER SERVICE
Professional Summary

Conscientious customer service with 20 years of experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Also have 3 years of management experience.

Skills

  • Customer Relationship Management Software (CRM)

  • Inter-department collaboration

  • Personnel training and development

  • Budgeting and reporting

  • Types 60 WPM

  • 20+ Years in the customer service industry

Work History
Manager of Customer Service, 04/2020 to Current
Company Name – City, State
  • Created new policies & procedures. Implemented said policies.
  • Review resumes of potential employees, interview, hire & let go employees.
  • Help with chat, emails, & phones due to low staff.
  • Handle unhappy customers.
  • Increased productivity by setting goals.
  • Do reviews of employees.
  • Give positive feedback & constructive criticism.
  • Help identify & solve problem areas.
  • Increase positive feedback from customers.
  • File claims for lost/damaged orders delivered by FedEx.
  • Work with other departments to ensure customers receive the highest quality of customer service.
  • Lead by example for employees to have highest standard of customer service.
  • Manage over 100 chats.
  • Manage over 50 calls a day.
  • Manage over 500 emails a day.
  • Obtain many positive BBB reviews for company.
Quality Control Inspector, 11/2019 to 04/2020
Company Name – City, State
Customer Service, 05/2015 to 08/2018
Company Name – City, State
  • Helped RISE customers process payments for their loans.
  • Helped customers find payment options like, deferments, forbearance, or loan refinancing.
  • Helped disgruntled customers and helped them with the highest of professionalism get answers to their questions.
  • Followed all laws and regulations in regards to loans.
  • Achieved daily goals and always exceeded employers goals.
  • Created closing statement for company by giving customers a warm and friendly closing.
  • Answered over 100 calls a day. Handling each call with care and professionalism.
Office Manager , 03/2017 to 04/2018
Company Name – City, State
  • Managed schedules & oversaw daily operations of office with 20 employees.
  • Maintained human resource files, employee time off records, & performed other HR duties.
  • Updated & maintained employee payroll records.
  • Maintained records pertaining to rental, sale, & management of real estate.
  • Processed expense reports & invoices.
  • Provided marketing support for rental properties.
  • Handled complaints from tenants & created maintenance work orders.
Customer Service Representative, 02/2014 to 04/2015
Company Name – City, State
  • Answered inbound calls for Kroger customer's.
  • Resolved any issues with customer's accounts.
  • Handled and filed complaints.
  • Followed privacy rules and regulations when handling customer accounts.
  • Created case's for all incoming calls.
  • Made outbound calls for cases that required a follow up.
Education
High School Diploma: 05/1995
William Henry Harrison High School - City
Skills

Customer Relationship Management Software (CRM)

Inter-department collaboration

Personnel training and development

Budgeting and reporting

Types 60 WPM

20+ Years in the customer service industry

Skills

  • Customer Relationship Management Software (CRM)

  • Inter-department collaboration

  • Personnel training and development

  • Budgeting and reporting

  • Types 60 WPM

  • 20+ Years in the customer service industry

Work History
Manager of Customer Service, 04/2020 to Current
Company Name – City, State
  • Created new policies & procedures. Implemented said policies.
  • Review resumes of potential employees, interview, hire & let go employees.
  • Help with chat, emails, & phones due to low staff.
  • Handle unhappy customers.
  • Increased productivity by setting goals.
  • Do reviews of employees.
  • Give positive feedback & constructive criticism.
  • Help identify & solve problem areas.
  • Increase positive feedback from customers.
  • File claims for lost/damaged orders delivered by FedEx.
  • Work with other departments to ensure customers receive the highest quality of customer service.
  • Lead by example for employees to have highest standard of customer service.
  • Manage over 100 chats.
  • Manage over 50 calls a day.
  • Manage over 500 emails a day.
  • Obtain many positive BBB reviews for company.
Quality Control Inspector, 11/2019 to 04/2020
Company Name – City, State
Customer Service, 05/2015 to 08/2018
Company Name – City, State
  • Helped RISE customers process payments for their loans.
  • Helped customers find payment options like, deferments, forbearance, or loan refinancing.
  • Helped disgruntled customers and helped them with the highest of professionalism get answers to their questions.
  • Followed all laws and regulations in regards to loans.
  • Achieved daily goals and always exceeded employers goals.
  • Created closing statement for company by giving customers a warm and friendly closing.
  • Answered over 100 calls a day. Handling each call with care and professionalism.
Office Manager , 03/2017 to 04/2018
Company Name – City, State
  • Managed schedules & oversaw daily operations of office with 20 employees.
  • Maintained human resource files, employee time off records, & performed other HR duties.
  • Updated & maintained employee payroll records.
  • Maintained records pertaining to rental, sale, & management of real estate.
  • Processed expense reports & invoices.
  • Provided marketing support for rental properties.
  • Handled complaints from tenants & created maintenance work orders.
Customer Service Representative, 02/2014 to 04/2015
Company Name – City, State
  • Answered inbound calls for Kroger customer's.
  • Resolved any issues with customer's accounts.
  • Handled and filed complaints.
  • Followed privacy rules and regulations when handling customer accounts.
  • Created case's for all incoming calls.
  • Made outbound calls for cases that required a follow up.
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Resume Overview

School Attended

  • William Henry Harrison High School

Job Titles Held:

  • Manager of Customer Service
  • Quality Control Inspector
  • Customer Service
  • Office Manager
  • Customer Service Representative

Degrees

  • High School Diploma : 05/1995

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