Customer service manager
Resume examples

Brought excellent customer service to customers by meeting standards for service delivery. Ensured all front-end policies and procedures are followed, including compliance with rules and regulations. Coordinated logistics for truck deliveries, manage financial processes.

• Reduced staff attrition 80% by designing and executing new on-boarding and training curriculum.
• Improved store service rating from 3 to 5 stars in a year by implementing strict service standards among staff and incentivizing better performance and maintenance.
• Achieved KPI’s and managed team performances to help them meet their KPI’s.
• Managed and executed Shrink and Safety programs.

Handled managerial and customer success responsibilities for a jewelry boutique.

• Reviewed job performance evaluations of employees and carried out promotions and terminations.
• Streamlined store operations by assigning responsibilities to employees based on primary strengths.
• Fostered relationships and solid customer bases with local community organizations and businesses.
• Received commissions from jewelry brands that proved to be popular with long-term customer bases.
• Managed a marketing team of 15 where ideas for advertising products and boutique services were approved and/or rejected.
• Advised and mentored employees by sharing with them past experiences in successes and failures to help them make informed choices on retaining customers.

Demonstrate high-level of customer service and generate new revenue with great customer communication and innovative service recommendations. Manage project teams and large customer initiatives.

• Recommended and designed new marketing initiative that generated 50% increase in customers over the first month.
• Initiated social media program that resulted in 5,000 followers in 6 weeks that boosted monthly revenues 10% from social media advertisements.
• Collaborate and negotiate with management teams and corporate c-suite executives to gain approvals via presentations and data-driven recommendations.
• Analyze data sets about customer service inquiries and recommend solutions to improve processes and customer experiences.

Oversaw service unit for a busy local petroleum and propane company with up to 200 customers serviced per day. Maintain inventory of propane and fuel tanks and related equipment and requisition of parts and instruments.

• Reduced attrition rate by implementing less stringent processes, allowing staff the flexibility to leverage their professional knowledge in a more efficient way.
• Created new processes and procedures that reduces average time per service by 70% and improved positive customer feedback 90%.
• Managed team performance and professional development through mentorship and training program oversight.
• Manage Service Technicians training program to maintain required certifications and safety.

Deliver on company objectives by ensuring a comprehensive and positive client experience through expert relationship navigation and being a reliable liaison between business units. Identify trends and analyze data including loss ratio, claim severity, and claim frequency to make product recommendations.

• Oversaw 10% revenue increase through design and execution of expanded social media marketing plan.
• Improved accuracy 60% after creating comprehensive process documentation and sharing a guide with all staff.
• Negotiate and communicate with high-level clients, earning trust and brand buy-in to ensure continued service and reduced attrition.
• Validate accuracy of testing and system outputs.

Worked as a customer relations manager for a mid-sized chain retail store.

• Supervised and trained 60-70 junior employees.
• Responsible for interviewing and hiring new talent to represent the store brand.
• Greeted and interacted with customers while monitoring the store.
• Handled issues relating to customer dissatisfaction and strived to improve upon common complaints.
• Investigated faulty products and took measures to ensure that quality goods were stocked on the shelves.
• Implemented an efficient budgeting system to eliminate unnecessary expenses and improve resource utilization.
• Store maintained a steady increase in sales growth by 40% over an 8-year period under my supervision.
• Represented the store brand at national conferences.

Worked for a company that sold video game merchandise.

• Collaborated with a team of 6 to come up with ideas for helping to build a customer base.
• Performed research to find out what games were popular and made lists of purchases for senior manager to consider.
• Interacted with customers and answered any questions they asked with professionalism and courtesy.
• Adhered to guidelines set by senior staff in determining how to best serve customers.
• Tested video games for ease of playability and quality assurance.
• Created a small, 8 question survey form for customers to fill out after making purchases.

Interactive entry-level position requiring close coordination with store customers to assess their needs and proffer helpful directions.

• Welcomed patrons into the establishment, and provided directions to the portion of the store that could hold the items they need.
• Confirmed the proper display of merchandise on shelves and monitored inventory levels to ensure prompt replenishment of fast selling products.
• Provided training and direction to new customer service associates to ensure adherence to the store’s service standards.
• Consistently exceeded customer satisfaction goals by leveraging relations expertise.

Dynamic position requiring established leadership and project management expertise to direct the operations of a service department.

• Worked in collaboration with executive management and service associates to define business objectives and design strategic service protocols to achieve goals.
• Compiled and translated product features and customer insights into tailored service protocols that streamline customers’ experience and boost satisfaction rates.
• Liaised with the HR department to create training manuals for employee skills development.
• Kept abreast of market development and maintained interactions with clients to identify and harness opportunities to improve competitive edge by improve service standards.