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

(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
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.

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Resume Overview

School Attended

  • Blinn College

Job Titles Held:

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


  • Associate of Applied Science

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