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.

Ensure delivery of exceptional customer experience quality as senior staff member with oversight of customer renewals and enterprise-level account management. Resolves escalated customer issues with dignity under pressure and interpersonal communication skills. Partners with other business units and partners to anticipate and meet specific customer needs.

• Increased product adoption 10% by collecting and acting on customer feedback with expanded options and product efficiencies.
• Leveraged B2B SaaS customer success, account management, and consulting experience to build strong, trusted customer relationships.
• Earned award for innovative account management, 2017.

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.

Performed supervisor duties as an automotive service manager for an auto repair shop.

• Recruited, oriented, and trained employees for efficient serviceability.
• Provided answers to customer queries in a calm and courteous manner.
• Reviewed yearly reports and tracked budget expenses.
• Wrote guidelines and policies for staff to follow to ensure quality service was being performed.
• Maintained records of vehicle repairs and fees.
• Monitored inventory for regulation and availability of vehicle parts and repair tools.
• Oversaw the disposal of hazardous and dangerous fluids and materials.
• Supervised employees and wrote performance reviews.
• Ensured that auto shop followed the OSHA rules and regulations.