Service Manager resume example with 8+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - -
Professional Summary
Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement. Dedicated to effective team management and customer satisfaction. Effective at managing projects from initiation to project close.
Work History
04/2016 to Current
Service Manager Bridgestone Corporation Daly City, CA,
  • Managed work flow to exceed quality service goals.
  • Strong leader of customer support staff.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
  • Facilitated inter-departmental communication to effectively provide customer support.

12/2014 to 04/2016
Project Manager Marous Brothers Construction Kirtland, OH,
  • Directed all phases of VoIP projects, from Initiationto Project Close.
  • Coordinated installation of all new users and relocation of existing users for businesses up to 250 users.
  • Maintained documentation for all telecommunication systems, including equipment inventory and floor plans.
  • Worked closely with network administrators and server engineers to ensure quality service.
  • Managed the issue escalation process.

02/2014 to 11/2014
Account Executive Aetna Inc. Kenton, OH,
  • Identified and qualified customer needs, developed sales strategies and negotiated and closed profitable projects.
  • Created sales contacts with on- and off-premise accounts.
  • Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
  • Negotiated prices, terms of sales and service agreements.
  • Wrote sales contracts for orders obtained and submitted orders for processing.
  • Met existing customers to review current services and expand sales opportunities.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.

08/2012 to 03/2014
Senior Repair Executive Granite Telecommunications City, STATE,
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Managed high call volume with tact and professionalism.
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Retained existing clients and developed new business by extending high quality and efficient service.

  • Customer service expert
  • Analytical and critical thinker
  • Project planning and development
  • B to B sales
  • Types 88 WPM
  • Project planning
  • Attention to detail
  • Adherence to high customer service standards
  • Customer Relationship Management Software (CRM)
  • Skilled trainer
  • Excellent time management skills
  • Effective problem solver
  • Process improvement specialist
  • Microsoft Outlook, Word and Excel
  • Exceptional telephone etiquette
  • MS Office expert
Expected in May 2012
Bachelor of Arts: Exercise Science
Bridgewater State University - Bridgewater, MA

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Resume Overview

School Attended

  • Bridgewater State University

Job Titles Held:

  • Service Manager
  • Project Manager
  • Account Executive
  • Senior Repair Executive


  • Bachelor of Arts

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