Successful and highly motivated results-oriented senior customer service manager, experienced in project management and process improvement. Dedicated to the delivery of outstanding customer service, while focusing on growth and process improvements, with successful results. Continuously met and surpassed set goals (e.g. 2001 "Private Banking clients' satisfaction ratings indexi by 15%, within a one year period). Received highest awards for outstanding customer service from both Citicorp and Travel Impressions (most recent was TOPS in 2011). Received several promotions in a short period ( three promotions within two and a half years).
Skilled [Job Title] committed to addressing customer concerns with speed, accuracy and professionalism.Resourceful [Job Title] who consistently meets and exceeds productivity goals.Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.Qualified Customer Service Manager offering a record of successful job performance, proven problem solving ability and experience developing and implementing innovative solutions.Customer Service Manager with track record of developing a quality call center workforce.
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Played an instrumental role in increasing customer satisfaction ratings index from 77% to 89% within 2 years as Customer Service Manager. Promoted to Call Center Manager in [year].Promoted to Call Center Manager in [year].Improved customer retention in [year] by [number]% from the previous five years.Reduced staff turnover by [number]% in one year by implementing several well-received team and morale-building programs.
Exceeded corporate target for customer satisfaction for [number] months in a row.Managed call flow with up to [number] calls in queue per minute.
Collected customer feedback and made process changes to exceed customer satisfaction goals.Collected customer feedback and made process changes to exceed customer satisfaction goals.Provided accurate and appropriate information in response to customer inquiries.Made reasonable procedure exceptions to accommodate unusual customer requests.Developed effective relationships with all call center departments through clear communication.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Formulated and enforced Service Center policies, procedures and quality assurance measures.Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.Ran reports and supplied data to fulfill customer report requirements.Developed effective relationships with all call center departments through clear communication.Implemented changes to customer service program, resulting in [number]% higher customer satisfaction ratings.Trained staff on how to improve customer interactions.Assisted with the development of the call center's operations, quality and training processes.Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.Properly directed inbound calls in phone queues to improve call flow.
budget, coaching, Corporate Training, CRM, clients, customer satisfaction, customer service, senior management, legal, managerial, managing, management training, policies, processes, rapport, sales
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