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senior customer service manager resume example with 17 years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference.

Tech-savvy Customer Service Supervisor with wholesale management experience. Conducts business transactions with accuracy and speed. Flexible and adaptable to change and recognized for taking on increased levels of responsibility. Works cooperatively with co-workers and sets example with strong work ethic.

Dynamic [Type] Coach fostering environment that encourages fair play and good sportsmanship. Determined and focused with skills in [Skill] and [Skill]. Ready to benefit great organizations by earning player respect and offering expert guidance.

Dynamic professional promoting more than [Number] years of expertise mentoring and coaching young people. Former professional athlete with knowledge to teach team dynamics and self-reliance. Considered patient, kind and effective in teaching and developing skills.

Directs and enhances team operations with motivational leadership and problem-solving abilities. Experienced in adapting gameplay based on competitor strategies to maximize team success. Develops and implement successful recruitment strategies to attract and retain highly skilled athletes.

Skills
  • Brand management
  • Issue and conflict resolution
  • Systems and automation applications
  • Key accounts and territory management
  • Lead generation
  • Capital improvement planning
  • Contract development and management
  • Relationship building
  • Teambuilding
  • Time management
  • Troubleshooting
  • Organization
  • Supervision
  • Basic math
  • Microsoft Office
Experience
Senior Customer Service Manager, 04/2018 - 06/2020
Ceva Logistics U.S., Inc. San Antonio, TX,
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Interviewed, hired and trained new quality-focused customer service representatives.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Addressed and mitigated escalated situations to meet organizational objectives and drive customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Responded to in-person and online customers to improve company customer service ratings.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.
  • Created training manuals targeted at resolving simple and difficult customer issues.
  • Evaluated quality of representatives' phone calls and provided feedback to management.
  • Generated reports on KPIs to track and improve key metrics.
  • Decreased process lags by training customer service representatives and planning advanced staff development.
  • Created order management system for sales and customer service personnel to improve client experience.
  • Boosted traceability initiatives by managing client correspondence, tracking records and utilizing data communications.
  • Mitigated regulatory risks by leading and developing sales analysis team protocol and compliance initiatives.
Bartender Shift Manager, 08/2013 - 08/2018
99 Restaurants Plymouth, MA,
  • Supervised cleanliness of guest service areas before, during and after service.
  • Motivated team by giving constructive feedback to deliver exceptional patron experiences to clientele.
  • Placed weekly liquor orders and performed weekly liquor counts, maintaining adequate inventory.
  • Managed daily administration and operations of beverage department, answering questions, monitoring task prioritization and handling [Task].
  • Monitored daily checklists and side worksheets to keep other bar staff members on task.
  • Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
  • Executed [Type] bar program to implement new menu rollouts, bolstering revenue.
  • Recommended food and drinks to patrons based on preference, pairings and special promotions.
  • Upsold customers from shelf to premium brands to help boost sales.
  • Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
  • Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
  • Balanced daily registers and generated sales reports for management.
  • Implemented special events to boost customer numbers and profits.
  • Kept track of bar tabs and transferred open tabs to dining area for wait staff.
  • Ordered inventory to meet expected demand with adequate stock.
  • Stayed up-to-date on latest mixology trends, bar equipment and sanitation standards.
  • Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
  • Trained new bartenders on drink preparation and upselling techniques.
  • Planned and updated menus to accommodate customer preferences.
  • Produced and balanced daily and weekly sales reports.
  • Maintained list of ride services for inebriated customers.
  • Poured wine, beer and cocktails for patrons.
Administrative Assistant, 06/2003 - 04/2014
Mclane Company, Inc. Athens, GA,
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Directed customer communication to appropriate department personnel.
  • Tracked and submitted employee timesheets to accounting department for payroll processing.
  • Monitored attendance records by taking note of staff vacation time, sick days and personal days.
  • Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
  • Maintained inventory in supply closet to prevent shortages.
  • Updated details in company database by keying in customer contacts and delivery dates.
  • Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
  • Collected, calculated and reported on expenditure and statistical data to inform senior management.
  • Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
  • Liaised with senior and executive administrative assistants to handle requests and queries from senior managers.
  • Planned events and department activities by acquiring venues, developing guest lists and organizing catering services.
  • Arranged travel and hotel accommodations for international and domestic business meetings and trips.
  • Reviewed and suggested improvements for diverse range of documentation, including interoffice correspondence, reports and presentations.
  • Prepared packages for shipment by generating packing slips and setting up courier deliveries.
  • Conducted and initialized background checks for potential employees.
  • Controlled building access by supplying key cards to employees and visitors.
  • Conducted research using various media sources to obtain relevant data for staff requirements.
  • Verified data when processing incoming and outgoing checks and wire transfers to increase accuracy.
Education and Training
High School Diploma: , Expected in 08/1993
-
Roy High School - Roy, UT
GPA:
Status -
VA CERTIFICATION : Virtual Assistance, Expected in 11/2021
-
90DAY VA - Remote, NE
GPA:
Status -
  • Completed professional development as a Client Blogger (writing for clients as cliens in website or marketing campaigns announcements anything that needed to be written the Client felt I could write better. This was my. "Niche."). I also trained to be their organizer. Mostly this was keeping their calendar loaded and punctual as well as organizing emails so the client only saw the important emails which included clients as well as spouses children and friends. I

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Resume Overview

School Attended

  • Roy High School
  • 90DAY VA

Job Titles Held:

  • Senior Customer Service Manager
  • Bartender Shift Manager
  • Administrative Assistant

Degrees

  • High School Diploma
  • VA CERTIFICATION

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