Senior Customer Care and Accounting Professional Resume Example
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.
Park City , UT
- Daily interacted with our clients to ensure high level customer service was maintained.
- Trained and coached an average of 5 new customer service representatives annually.
- Worked closely Corporate Training in the creation of training and processing manuals, targeted at resolving even the most difficult customer issues.
- Contributed to the monthly productivity metrics to senior management.
- Addressed escalated and legal negative customer feedback.
- Reduced unnecessary overtime by 25%, by streaming lining existing processes and procedures, and cross-training agents for increased efficiencies.
City , STATE
- Held several managerial level positions in the customer service, sales and operations departments, within the Private Bank sector.
- Build rapport and motivated staff by initiating weekly one on one coaching and feedback sessions and with frequent communication, to maintain clearly defined expectations.
- Developed a reciprocal relationship with customer base by frequently handling difficult issues with integrity and professionalism.
- Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided detailed monthly departmental reports and updates to senior management.
- Assisted senior manager in managing departmental expenses in order to stay within allocated budget.
- Developed and implemented policies, procedures and processes for high level projects.
- Contributed to initiatives to help improve retention rates by 25% and increase customer satisfaction by 15%.
- Developed, implemented and monitored programs to maximize customer satisfaction and managed on-site customer service representatives.
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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Resume Overview
School Attended
- St. Joseph's Convent HS
- Saleck Maharaj College
Job Titles Held:
- Senior Customer Care and Accounting Professional
- Manager
Degrees
- High School Diploma
Advance Math/ English/Business
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