Manager Customer Service Resume Sample
Lucius O'Reilly
4038 Brock Pines,
Phoenix,
AZ
+1 (555) 912 8261
Work Experience
Manager, Customer Service
10/2017
-
PRESENT
New York, NY
- Determines contact center operational strategies by conducting needs assessments, benchmark reviews, capacity planning, and cost/benefit analyses
- Identifies and evaluates state-of-the-art technologies and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Maintains and improves contact center operations by monitoring performance and developing measurement tools related to individual and team goals; manages process improvement and quality assurance programs
- Maintain a thorough knowledge of self pay, billing, customer interaction and collections regulations including FDCPA, TCPA, PCI, and 501r and communicating and changing processes as necessary to ensure compliance
- Observes and reports problem accounts requiring special attention to next level of management
- Lead direct to consumer sample support functions to include: fax/email order entry, inbound/outbound calls, monitoring call center team, and individual performance
- Develops staff utilizing goal driven planning, monthly 1 on 1 meetings, metrics, record audits, call recordings, feedback, and training
- Meet or exceed Customer Operations defined Samples service level goals using metrics and reports from Salesforce.com and CUIC to drive decisions that lead to industry leading service levels, average handle times, wait times, and abandoned call rates
Manager Customer Service
05/2010
-
05/2017
Dallas, TX
- Manage peer partnerships within customer operations as well as US Medical as a whole to drive cross-functional results regarding samples management, customer satisfaction, and continuous improvement
- Keep current regarding knowledge of sample programs, compliance guidelines, and marketing goals while assuring the organization maintains compliance as defined within the company and PDMA guidelines; assures all SOPs are current and available at any time for audit
- Collaborate with Allergan Marketing Operations, Sales Operations, and project leaders on implementation and ongoing support of new sample programs through: 1) Generation of metrics that document the performance of programs; 2) Documentation and escalation of non-routine, complex, and sensitive cases; 3) Review of inbound/outbound phone calls to understand the customer experience
- Respond to and manage to resolution, level 3 escalated customer and field sales representatives inquiries concerning customers avoiding litigious or compromising issues, providing information, education, and assurance to customers regarding products or services, effectively using “talking points” and communicating corporate policy
- Maintain confidentiality as it relates to the performance of others, individual performance, work related issues, and HIPAA
- Responsible for the training, development and performance reviews of all employees within the Customer Service Call Center and Welcome Call groups
- Responsible for the leadership of the staff members of the Customer Service Call Center and Welcome Call group to promptly and effectively handle the daily operations
Team Manager, Customer Service
03/2005
-
02/2010
Phoenix, AZ
- Ensure that staff members are adhering to all government servicing and disclosure laws including Right to Privacy, ECOA and RESPA
- Track and report productivity of the units as required by management
- Ensure accurate and consistent records management
- Maintain strong customer confidence through a constant improvement process with staff
- Ensure that staff members understand the focus on customer retention when handling customer questions, concerns
- Maintain awareness of the mortgage industry and make recommendations to management as appropriate
- Handle all escalated customer service issues to the satisfaction of all parties
- Manage and control costs and maintain adherence to cost center budgets
- Maintain call volumes to meet goals set for department
Education
Strayer University - Owings Mills Campus
2000 - 2005
Bachelor's Degree in Business
Professional Skills
- Working effectively with various sites/departments; strong interpersonal skills, and flexibility in hours
- Team building and supervisory skills; organizational and staff development skills
- Three + years of experience in a role where strong analytical, project management, and time management skills were required
- Strong interpersonal skills with the ability to effectively communicate with subordinates, peers and senior leadership
- Demonstrated focus on continuous improvement, with strong problem solving and issues resolution skills
- Strong administrative and problem-solving skills and the ability to prioritize
- Strong interpersonal skills and ability to work effectively with various sites
How to write Manager Customer Service Resume
Manager Customer Service role is responsible for interpersonal, leadership, organizational, analytical, customer, coaching, performance, development, presentation, organization.
To write great resume for manager customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager Customer Service Resume
The section contact information is important in your manager customer service resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Manager Customer Service Resume
The section work experience is an essential part of your manager customer service resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous manager customer service responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager Customer Service resume experience can include:
- Possess excellent coaching and mentoring skills, with the ability to develop knowledge and analytical skills among a broad group of staff
- Effective leadership and analytical skills including working knowledge of staffing models and capacity planning
- Proven experience in establishing an effective materials planning and resource system
- Proven track record of outstanding customer service skills
- Strong computer skills (Office products, quoting tools)
- Excellent documentation and policy/procedure writing skills
Education on a Manager Customer Service Resume
Make sure to make education a priority on your manager customer service resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager customer service experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Manager Customer Service Resume
When listing skills on your manager customer service resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical manager customer service skills:
- Communications skills (both written and verbal) including strong presentation skills
- Excellent Oral, Written and Presentation skills with demonstrated experience
- Strong skills with office technology (e.g. ERP systems, Access, Excel and Word.) and associated data analysis/diagnostic skills
- Good planning and problem solving skills with proven track record in achieving results through teamwork
- Effective team coach and solid personal mentoring skills
- Demonstrated leadership skills and effective management of Teams
List of Typical Experience For a Manager Customer Service Resume
1
Experience For Manager, Customer Service Resume
- Demonstrated supervisory skills and a proven ability to effectively develop, coach and motivate employees
- Excellent organizational skills with the ability to prioritize, organize, and complete tasks
- Excellent people and interpersonal skills to build effective relationships with all levels of the organization
- Demonstrated critical thinking, problem solving and analytical skills
- Customer service experience including four years of prior supervisory experience
- In Denver over approximately 100 people. Strong skills around handle time, adherence and quality
- Experience with leadership responsibilities with proven abilities in building effective teams
- Strong leadership, talent mindset, collaboration and partnership skills are essential
- Strong facilitation, problem solving and interpersonal skills
2
Experience For Associate Manager, Customer Service Resume
- Strong PC skills (Microsoft Office; Excel and Word)
- Strong written and communication skills (English )
- Team oriented with proven leadership skills
- Skills in planning, written procedures, auditing, staffing, organizing, and communicating are required
- Proven ability to build strong working relationships with all levels of management globally
- Display the ability to effectively communicate in a professional
- Proven success and demonstrated expertise in long-range, short-term and real-time workforce management
- Effective advocate and able to explain, clarify and demonstrate the concepts and principals associated with traffic management
3
Experience For Team Manager, Customer Service Resume
- Effectively lead and develop customer service team, lead collaboratively across functions, and establish expectations and goals for department
- Maintain effective, strong relationships with customers, sales, planning and scheduling, and manufacturing
- Proven supervisory and/or coaching experience
- Solid ocean product knowledge coupled with excellent market intelligence
- Evidence of ability to successfully manage multiple priorities while working under time constraints
- Demonstrate strong and broad working knowledge of Customer Care processes
- Graduate from reputed institutes with total of 8+ years of experience of which 5+ years of people management experience
- Overall 7+ years of professional experience in the consulting, customer support, Semi-Technical Support Experience required
- Overall 9+ years of professional experience in the Customer Care/ Support, Semi-Technical Support Experience required
4
Experience For Manager, Customer Service Operations Resume
- Respond effectively to the most sensitive inquiries or complaint
- People Skills, Teamwork, People Management
- Managing Customer Service (Contact Center) and Customer Experience Team (Credit Bureau Reporting and Customer Complaints)
- Leading a team of Associate Managers with oversight of approximately 40 staff members and developing strong talent within the organization
- Ensuring every customer experience is consistent with Scotiabank’s service standards
- Developing user experience goals, stories and requirements that can be used to create detailed product specifications
5
Experience For Manager, Customer Service Center Resume
- Developing success and service health metrics related to efficacy of experiences
- Understanding of Order to Cash process and related systems…Oracle, SalesForce.com experience desirable
- Collaborating across Annuities to create experiences that earn customer loyalty
- Understanding of technology and how it supports the product, user, and customer experience
- Experience with spreadsheets, creating and delivering presentations and utilizing reporting tools
- Experience coaching and leading a team, managing multiple concurrent projects, and collaborating across multiple internal teams
6
Experience For Flood Manager, Customer Service Resume
- Maintain proper relations with customer's purchasing, expediting, engineering and inspection personnel to set a good and proper company image to the customer
- Experience of business systems, logistics/supply chain, inventory management, accounting, planning and scheduling, and account strategies
- Proven leadership qualities, including coaching,mentoring, and associate development
- + 5 years relevant experience working in and leading an outsourcing environment
- Experience with processing budgeting, cost control, vendor management, and processing of receivables and payables.
- Enhance customer experience by being the voice of the customer and providing customer service thought leadership
- Significant experience with managing direct customer relationships, contract activities, and communicating technical solutions
- Strong verbal and written communication, customer service, as well as strength and affinity for creating and maintaining policies
7
Experience For Manager, Customer Service Management Resume
- Set the standard for developing professional and effective working relationships with the sales representatives and customers
- Experience building out a new function and setting up new framework is highly desired
- Leader/supervisor experience within an organization that includes developing an understanding of call center performance metrics and measurements
- Provides consistent positive constructive feedback through effective coaching and training
- Experience with a Performance Management process as hiring and planning is an important component of this assignment
- Experience in coaching and staff training
- Experience in T24 including opening account, demand and investment products
- Be regularly checking and evaluating effectiveness, quality, consistency of delivered service and process
- Experience with managing and coaching customer service agents to meet weekly, monthly, and yearly metrics/goals
8
Experience For IB Manager, Customer Service Resume
- Experience of making financial commitments and ensuring they are always met
- Strong understanding of Sales and Service process to create competitive positioning
- Experience with call handling and routing technologies
- +3 years relevant experience working in and leading a process, program or leadership team within a service environment
- Two + years’ experience in developing training materials and business process improvements
9
Experience For Manager, Customer Service Quality Operations Resume
- Experience with managing outsourcers to meet timelines and budgets
- Experience with managing 3rd party mail providers
- Lead by example by promoting effective communication and interaction from Customer Service Management to both Customer Service staff and other departments
- Strong problem solving abilities. Ability to disaggregate issues, develop hypotheses, and develop actionable recommendations from data and analysis
- Ensures accurate and timely shipment of finished goods to customers and semi-finished products to other Graphic Packaging International locations
- Implement daily, weekly and monthly management reporting to measure the effectiveness of the team
- Experience promoting significant change management activities
- Proactively improving our Au-pairs’ experience of the program
10
Experience For Shcr Manager, Customer Service Resume
- Ensure effective New Hire interviews (Manager Training, Interview Guidelines)
- Good understanding of Export business processes i.e. Letter Of Credit transaction etc
- Financial - Utilize financial data to improve profitability. Control inventory. Plan effective strategies for the financial well-being of the unit/company
- Experience with Technology migrations, conversions and other customer-impacting enhancements (EDI, MEI, SAP)
- Management experience with expertise influencing key decision makers within a matrix environment
List of Typical Skills For a Manager Customer Service Resume
1
Skills For Manager, Customer Service Resume
- Ongoing coaching and development of internal resources to build skills and effectiveness
- Detail oriented/ Strong analytical skills. Possess the ability to balance strategic planning, tactical thinking, and advanced problem solving
- Excellent communication/phone skills. Ability to communicate to large groups including reporting team and sales opportunities
- Strong analytical, problem solving, multi-tasking, time management and communication skills
- Strong coaching, guiding and development skills
- Excellent listening, written and verbalcommunication skills
2
Skills For Associate Manager, Customer Service Resume
- Good PC skills including MS Word, MS Excel, and MS PowerPoint
- Strong proficiency in MS Office applications: MS Project, Excel, Word, PowerPoint and Outlook; outstanding organizational skills
- Successful leadership and coaching skills from previous experience in a supervisory or managerial role
- Possess the following; strong leadership skills, professionalism, a pleasant demeanor
- Excellent problem-solving skills and a positive, can-do attitude
- Strong analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
- Results-orientation along with proven process and project management skills
3
Skills For Team Manager, Customer Service Resume
- Excellent English language skills (spoken and written) and willingness to travel international
- Strong communication skills; communicates in a manner which is clear, fluent, and to the point- both spoken and written
- Effective organizer who is able to manage their time effectively
- Excellent written and verbal telephone and communication skills
- Results - orientation along with proven process and project management skills
- Good understanding of business principles and practices; can effectively manager the materials function with a button line result
- Excellent analytical skills (i.e., statistics, trend analyses, scenario evaluations, cost benefit analysis)
- Demonstrated negotiation/facilitation/project management skills
- Team-oriented management style with demonstrated leadership and facilitation skills
4
Skills For Manager, Customer Service Operations Resume
- Strong interpersonal/mentoring skills
- Project management skills, Strong knowledge of business metrics, process, systems, sales and service behaviors
- Excellent numerical and commercial skills
- Experience managing multiple projects simultaneously, assessing competing priorities, while also making timely decisions
- Experience managing a call center OR 8 years of experience with increasing level of responsibility managing a large call center
- Proven record of leading and developing a team of employees with experience building a bench of talent
- Advanced computer skills using a variety of software including Microsoft Excel for reporting and analysis
- Demonstrated experience in developing and presenting training programs and materials
- Develops a strong team through effective leadership, team building, training, mentoring and evaluative processes
5
Skills For Manager, Customer Service Center Resume
- Demonstrated ability to thrive in a high-visibility, fast-paced, fluid environment while managing multiple conflicting priorities
- Solid experience of working in a face-paced environment and managing process change
- Prior experience leading or managing teams
- Retail banking experience, including 1-2 years of leadership experience
- Communicates effectively, orally or in writing, conveying difficult messages when required to do so
6
Skills For Flood Manager, Customer Service Resume
- 5 – 7 years’ experience, including 1 -3 years’ experience managing teams
- Execute effectively for customers including setting up clear deliverable, action customer feedback and escalation management
- Experience providing exceptional customer experience and building a relationship with our global Partners
- Motivate and lead a team through organizational change, while minimizing disruption; ability to educate staff to develop new skills
- Effective and proven capability at managing the implementation of process change programs for multiple site work forces
- Advanced customer service skills with a passion for delivering high-quality, professional consumer care
- Effectively train and instruct in both group setting and one-on-one
7
Skills For Manager, Customer Service Management Resume
- Effectively communicate at all levelsof the organization up to and including senior leadership
- Exceptional conflict resolution and problemsolving skills
- Call center experience and/or supervisory and/or coaching experience
- Strong time management and the ability to manage multiple priorities while working under tight time constraints
- Strong knowledge base in order entry and reporting systems. Direct experience required (SAP)
- Proven track record in implementing significant change and continuous improvements (i.e. acquisition experience)
- People leadership experience with teams of 10-20 associates; Acting Team Manager experience or Thrive Graduate with Amazon
- Experience in direct to consumer support along with a strong understanding of the healthcare industry is desired
8
Skills For IB Manager, Customer Service Resume
- Superior communication and people skills both verbally and in writing
- Build relationships/collaborate at all levels, and effectively work in a virtual highly matrixes team environment
- Business system inadequacies require major abilities to research, manage and effectively engage personnel
- Effectively motivate and leadassociates
- Experience in a call center environment with two years of supervisory or leadership experience
9
Skills For Manager, Customer Service Quality Operations Resume
- Build relationships / collaborate at all levels, and effectively work in a virtual highly matrixes team environment
- Manager or Supervisor experience in a customer service or call center experience
- Demonstrated experience as a professional Leader / Supervisory role
- Build relationships / collaborate at all levels, and effectively work in a virtual highly matrixed team environment
- Call center experience and/or supervisory experience
10
Skills For Shcr Manager, Customer Service Resume
- Sharp analytical skills with an ability to recognize and highlight key information
- Effectively directs and facilitates a multidisciplinary team to achieve its desired outcomes
- Have strong experience with the research and resolution of patient billing issues
- Prior sales and cash handling experience
- Communicate effectively with department and leadership
- Fluent computer skills using tools such as SAP, Outlook, Excel, and system specific software
- Customer service experience with a strong focus on quality standards
- Innovating on behalf of our customers through accurate, helpful and engaging self-service experiences
List of Typical Responsibilities For a Manager Customer Service Resume
1
Responsibilities For Manager, Customer Service Resume
- Takes effective actions to ensure teams has expandable and transferrable skills
- Effective leadership skills - ability to lead by ADT Values
- Work experience in banking operations, with good knowledge of item Processing
- Experience coaching and driving strong performance results through others
- Proven ability to establish effective teams
- Develop a schedule for project completion and integration into customer service processes that effectively allocates the resources to the activities
- Good at strategic thinking and strong business acumen
- Effectively utilizes recognition and reward systems
2
Responsibilities For Associate Manager, Customer Service Resume
- Effectively communicate process improvements, company policies, and departmental expectations to ensure engagement, training and accountability of staff
- Strong experience in materials/distribution operations
- Work effectively with various sites
- Advanced written and communication skills – English and French (an asset)
- Strong computer knowledge/PC experience
- Assessing customer satisfaction and implementing actions or programs to continually enhance customer experience
3
Responsibilities For Team Manager, Customer Service Resume
- Vendor Management experience ( coordinating events, bringing new vendors troubleshooting for vendors, handling escalations of vendors)
- Capable of shaping and growing our Customer Service Representatives (CSRs) who directly impact the customer experience
- Experienced at developing operational support materials and work aids for coaching of employees
- Develops the appropriate retention and issue resolution strategies to create and sustain a model offering an outstanding customer experience
- Eight or more years’ experience working in top-in-class customer service training organization
4
Responsibilities For Manager, Customer Service Operations Resume
- Results driven indvidual who has demonstrated ability working in a high performancemanufacturing environment
- Experience developing and leading presentations for high level leadership
- One or more years experience using AT&T Advertising Solutions' customer service practices and policies, sales environment and procedures, and credit policy
- Experience in the development of cross functional teams focused on continuous improvement to implement best practices driving policy / procedure changes
- Experience with SAP, Esker, EDI and leading teams
- Proven ability to identify and grow talent
- High level of integrity and demeanor as demonstrated personally and professionally
- Proven ability to coach and mentor individuals and groups
- Previous working experience as leader in Customer- Care is ideal
5
Responsibilities For Manager, Customer Service Center Resume
- Customer- focus and excellent business acumen
- Strong self-initiative and results-driven
- Ten years or greater experience in the optical transport industry. Five years or greater in a management role with personnel management responsibility
- Oversee first level appeals based on previous prior authorization decisions
- Managerial experience in a multi-channel Customer Support environment
6
Responsibilities For Flood Manager, Customer Service Resume
- Supervisory or leadership experience
- Makes staffing decisions to address performance needs and continuously improve team skill level
- Lead assigned customer service teams with strong operational rigor
- Experience in sales and/or customer service field
- Ensures that continuous staff development is prioritized
- Demonstrate leadership in collaborating and communicating with various operations departments and onsite support functions
7
Responsibilities For Manager, Customer Service Management Resume
- Reinforce our company policies and values within Customer Service and demonstrate those values in interactions with steamship lines and other end- users
- Drives initiatives within the organization and department with proven results
- Develop and implement firm-wide customer service standards and other tools which encourage an ongoing focus on improving the customer experience
- Extensive distribution experience in a demanding, fast-paced environment
- Set priorities for the team to ensure task completion and individual and team performance goals are met
8
Responsibilities For IB Manager, Customer Service Resume
- Two or more years experience in customer service
- Relevant experience
- Previous leadership/operations manager experience required
- Hands-on experience in a Call Center environment
- Experience in sales support field
- Management/Leadership experience in a similar Manager position (3-5 years) for back office or/and front office organization
- Computer, SAP and Microsoft applications experience required
- Progressive call center/operations experience
- Experience with Call Center Systems
9
Responsibilities For Manager, Customer Service Quality Operations Resume
- Experience as a manager or supervisor within a matrix organization
- Two or more years call center and/or collections experience in a supervisory capacity
- Four years similar work experience
- Progressive Call Center / Operations experience
- Strong quality-orientation, attention to detail and a desire to deliver service excellence is essential
- Supervisory experience in a call center environment
10
Responsibilities For Shcr Manager, Customer Service Resume
- Strong desire for career progression into leadership roles
- Excellent listener, problem solver, motivator and coach
- Ales/customer service experience recommended
- Supervisory / Management experience within a call center environment required
- Experience with managing 3rd party vendors
- Experience as a supervisor/manager
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