Customer Service Manager Resume

A good customer service management is important for any business to grow. To ensure customers are happy with product or service, companies hire customer service managers. These managers ensure that product or services offered by companies are of top qualities and as per customer expectations. They are at the helm of CRM activities, and responsible to maintain and expand customer database. To perform their job, these customer service managers have to take a regular feedback, and solve problems of customers in a timely manner. A bachelor's degree in relevant field with leadership skill, politeness in communication, patience, and troubleshooting are must to work in the CRM position.

Customer Service Manager Resume Sample

Wilfred K. McCaslin
1482 Sardis Station
Minneapolis, MN 55401
Phone: 476-897-4690
Email: wilfred.mccsalin@anymail.com

Career Summary:

Dedicated and result-driven Customer Service Manager with over 5+ years of experience in handling customer issues and product deliveries. Adept at handling multiple tasks to achieve target goals by supervising overall duties and expertise in resolving client queries to get high satisfaction rate.

Summary of Skills:

Extensive experience in several departments and ability to assess ineffective areas of customer service to propose effective solutions
Expert in maintaining healthy customer relationships, retaining them, and improving customer database
Capable of understanding buyer requirements, and using strategies resulting in maximum customer engagement
Proficient in boosting sales with innovative suggestions and recommendations for keeping customers happy
Adept at working with Microsoft Office Suite, Microsoft Outlook and Google Spreadsheet
Good analytical thinking skills
Result-oriented with good problem-solving skills
Excellent communicator and team player

Work Experience:

Customer Service Manager
Jackson Incorporation, Minneapolis, MN
December 2016 – Present

Developing procedures to ensure customers receive requested data in time from the concerned sales person
Consulting with the management staff regarding unresolved issues, and setting preferences for quick feasible solutions
Formalizing and implementing Customer Relationship Model to get better understanding of customer requirements thus increasing revenue by $78.6M
Managing a customer service team comprising logistic support, customer complaint handlers, and auditors to improve team performance
Offering alternative products to reduce return rate, and achieving success in 30% cases
Working with the customer service team to achieve departmental sales goals while providing quality customer service

Customer Service Manager
Sterling Talent Solutions, Minneapolis, MN
July 2014 – November 2016

Conducted training of customer service staff to improve performance in the team and hired 20+ individuals
Reviewed call data to understand customer experience and studied representative statistics to ensure required criteria is fulfilled
Patiently answered questions from agitated customers, and resolved problems amicably
Conducted monthly meetings with customer service representatives to ensure they are aware of new products
Assisted teams to create schedules, and organizational procedures to handle work load
Ensured deliverables are met as per the client contract, and assigned duties to individuals based on performance

Assistant Customer Service Manager
Sterling Talent Solutions, Minneapolis, MN
April 2013 – June 2014

Assisted customers in recognizing the use of organization's products, and explained its benefits
Recommended and implemented operational improvements in a fast-paced environment to reduce delay rate by 25%
Managed vendor client relations by partnering for programs that involved major events, and attracted large customers
Achieved recognition in the firm for all corporate metrics including First Call Resolution, High Speed Solution to issues, Voice Call Quality, Capture rate and Service Factor
Became the 'GoTo' person to handle complex issues and resolved them within 2 days using mail or phone service as appropriate
Participated in cross functional team meetings to discuss goals to increase customer base and brainstormed new promotional strategies

Customer Service Associate
Prudential Services Pvt. Ltd., Minneapolis, MN
October 2011 – March 2013

Attended 50+ calls per day for product-return, and assigned complaint numbers for quick replacement
Monitored customer ratings for company, and implemented steps to improve satisfaction rate resulting in 34% retention of customers
Handled customer mails on the official account to understand their feedback, and give appropriate responses
Tracked product delivery using software, and kept in touch with the courier agency to ensure products reach destination on time
Planned, organized, and implemented new strategies that improved customer service functions at the department increasing company output by 43%
Awarded 'Performer of the Month' for three consecutive times in 2012

Education:

Bachelor's Degree in Business Administration (Sales & Marketing)
ABC University, Minneapolis, MN
2010

Certifications:

Customer Service Management Certification – Wilson Training School, MN , 2013

Reference:

On request.