Senior Customer Service Manager Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary


Sales | Customer Service | Training & Mentoring

Customer-centric, articulate Customer Service Representative with a history of top ranked production in high-call volume environments, both in house and virtual. Routinely singled out for high quality work with deadline intensive settings with an exemplary passion for developing relationships, cultivating partnerships and growing businesses. Service-focused professional bringing unparalleled skills in customer relations, task prioritization, and time management.

Accomplished in providing unsurpassed support to demanding customers, uncovering and solving challenges simultaneously promoting product offerings, building bridges, and cementing loyal connections. Skilled in building bridges and cementing connections with business accounts to serve needs, strengthen loyalty and drive competitive growth.

  • Complaint resolution expert
  • Talented multi-tasker
  • Sales expertise
  • Customer Relationship Management Software (CRM)
  • Excellent time management skills
  • Negotiation expert
  • Training development aptitude
  • Excellent communicator
  • Client Needs Assessment
  • Self-Motivated and Self Directed
  • Process Improvement
  • Inter-department collaboration
  • Budgeting and reporting
  • MS Office expert
  • Complaint resolution
  • Report preparation
  • Credit card processing
  • Key holder experience
  • CRM
  • Key stakeholder relationship building
  • Creative problem solving
  • POS systems expert
  • Account management
  • Multi-line phone talent
Work History
Senior Customer Service Manager, 03/2016 to Current
Ceva Logistics U.S., Inc. Auburn, WA,
  • Answer multi-line phones, managing over 150 calls per day, increasing sales by 10% on consistent monthly basis
  • Assist marketing team on short-term and long-term promotional projects and provide weekly regular updates on status and progress
  • Investigated and resolved customer inquiries and complaints quickly
  • Applied highly effective selling skills while properly engaging and presenting solutions to customers
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions
  • Facilitated inter-departmental communication to effectively provide customer support
  • Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions
  • Generated reports detailing metrics such as call times and satisfaction ratings
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
  • Handled advanced issues with calm, knowledgeable and professional approach
  • Implemented and developed customer service training processes
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting in 28 % decrease in cancellations.
  • Answered constant flow of customer calls with up to 30 calls in queue per minute.
Senior Customer Service Executive, 09/2007 to 12/2015
Fedex Batesville, SC,
  • Pitched presentations to media representatives including Chief Marketing Officers and Presidents of America's largest corporations
  • Suggested new tactics to persuade on the fence accounts to stay with company, resulting in 5% decrease in cancellations
  • Memorized all company products and services to be able to answer all customer questions quickly and efficiently, and make relevant upsells
  • Trained 3 new employees in customer service script recitation, conflict resolution, and data entry practices
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
  • Remained courteous and calm at all times, even during moments of intense client displeasure
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine service calls
  • Liaised with customers, management and sales team to better understand client needs and recommend appropriate solutions
  • Created and maintained detailed database to develop promotional sales
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies
  • Organized customer information and account data for business planning and customer service purposes.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
Financial Advisor, 2005 to 04/2007
MetLife, Inc. City, STATE,
  • Profiled and analyzed investment products to develop customized financial strategies for clients' financial needs
  • Sold financial products including life insurance, disability insurance, annuities, and mutual funds
  • Answered clients' questions about the purposes and details of financial plans and strategies
  • Interviewed clients to determine current income, expenses, insurance coverage, tax status, financial objectives, risk tolerance and other information needed to develop a financial plan
  • Trained new team members on applying due diligence procedures and phone skills
  • Continued education on current banking products and services through Life, Health, Variable Annuity, & Series 65
  • Maintained friendly and professional client interactions at all times
Bachelor of Arts: Business Administration, Expected in
Northwestern State University of Louisiana - Natchitoches, LA
  • Coursework in Fundamentals of Communication, Strategic Sales and Retail Marketing
  • Coursework in Professional Prospecting Skills
  • GPA 3.8
Life, Health, Variable Annuity License (EXPIRED): Financial Planning And Services, Expected in
Department Financial Services - Florida ,
  • Awarded Fast Starter in Accelerated Producer Program
Property And Casualty License 2-20 (EXPIRED): Financial Planning And Services, Expected in
Kaplan Financial Institute - Florida,
  • Continuing education requirement for Auto & Homeowners
Series 3 Futures And Commodities License (EXPIRED): Financial Services Marketing Operations, Expected in
American Investment Training FINRA - Florida,
  • Member National Commodities Futures Association
  • Member, International Association of Administrative Professionals (IAAP)
  • Lions Club
  • American Marketing Association
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

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Resume Overview

School Attended
  • Northwestern State University of Louisiana
  • Department Financial Services
  • Kaplan Financial Institute
  • American Investment Training FINRA
Job Titles Held:
  • Senior Customer Service Manager
  • Senior Customer Service Executive
  • Financial Advisor
  • Bachelor of Arts
  • Life, Health, Variable Annuity License (EXPIRED)
  • Property And Casualty License 2-20 (EXPIRED)
  • Series 3 Futures And Commodities License (EXPIRED)

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