LiveCareer-Resume

senior customer service manager resume example with 7+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Skills and Technical Knowledge

Employee Coaching and Motivation

  • POS Systems and Ordering Platforms
  • Issue and Complaint Resolution
  • Upbeat and Positive Personality
  • Technical Proficiency
  • Staff Training
  • Medical Terminology
  • Workflow Planning
  • Multi-Unit Operations Management
  • Mac OS and IOS
  • Windows
  • Microsoft Suite Applications
  • Google Suite Applications
  • Confluence
  • Jira
  • Slack
  • Salesforce
  • Workspace
  • Workday
  • Genesis
  • Citrix
  • Kronos
  • SAP and BMP
Education
Blinn College Brenham, TX Expected in 05/2015 Associate of Applied Science : Medical Microbiology And Bacteriology - GPA :
Work History
Ceva Logistics U.S., Inc. - Technical Support Manager
, , Austin, TX 10/2020 - Current
  • Supervised 23 account service agents in providing excellent customer service to account holders requiring assistance for billing, enterprise contract review, and compliance concerns.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Tracked KPIs and created continuous improvement plans.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Compiled and analyzed customer feedback data to develop new strategies and corrective action.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Optimized schedules, forecasts and other tools to present to management.
  • Directed training and retraining of employees to boost performance and enhance business results.
  • Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
  • Defined clear targets and objectives and communicated to other team members.
  • Developed and implemented various strategies, increasing productivity by 87%.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
General Dynamics - Subject Matter Expert
, , Austin, TX 07/2017 - 04/2020
  • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
  • Developed business cases, presentations and reports for senior management.
  • Designed and prepared technical reports, studies and related documentation.
  • Cultivated customized curriculum and course content to address organizational technology training mandates.
  • Managed overtime, shift swaps, breaks and PTO requests.
  • Led syllabus preparation based on detailed breakdowns of technical concepts.
  • Collaborated with leadership to identify key areas necessitating training based on software and policy changes.
  • Updated training coursework and requirements according to group and technology changes.
  • Blended traditional learning approaches with existing and new technologies and used variety of learning tools to create and deliver learning programs that produced results.
  • Created courseware using online learning management system tool and various graphics and multimedia software programs.
  • Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in increased productivity and first-contact resolution rates across multiple departments.
  • Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
  • Coached team members in techniques necessary to complete job tasks.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Took on additional job duties during unexpected backlog, resulting in meeting project target date.
  • Participated in cross-functional team-building activities.
Hca - Claims Representative
, , Austin, Texas 02/2017 - 07/2017
  • Interviewed policyholders to verify information and obtain additional details.
  • Examined reports, accounts and evidence to determine integrity and accuracy of information.
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Followed up with customers on unresolved issues.
  • Evaluated accuracy and quality of data entered into agency management system.
  • Checked level and type of coverage and evaluated contracts.
  • Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
  • Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
St. Joseph Health - Risk Management Specialist
, , Austin, TX 03/2015 - 02/2017
  • Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
  • Advised senior managers on policy strategies for reducing liability and preventing losses.
  • Reviewed contracts and agreements to identify potential risks and ideal mitigation strategies.
  • Investigated allegations to check validity and recommend actions to minimize risk.
  • Handled high priority claims according to internal risk management policies, keeping liability minimized by leveraging expertise and available tools.
  • Employed strong program management skills to successfully define and manage ongoing initiatives designed to control risks to our banking clients.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

Your data is safe with us

Any information uploaded, such as a resume, or input by the user is owned solely by the user, not LiveCareer. For further information, please visit our Terms of Use.

Resume Overview

School Attended

  • Blinn College

Job Titles Held:

  • Technical Support Manager
  • Subject Matter Expert
  • Claims Representative
  • Risk Management Specialist

Degrees

  • Associate of Applied Science

By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

*As seen in:As seen in: