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Customer Service Manager - Free Resume Sample

(Shri says don't be fooled, quality is more important than quantity)

What do you do, what is your job?

(Shri says, "success is dependent on effort and doing what's right")

ARVIND RAWAT

Contact: 999999999 | E-Mail: [email protected]


An Accomplished Customer Service Manager

Providing leadership and direction to the Customer Services Supervisors and their teams to ensure that an excellent standard of service is provided and maintained


PROFILE SUMMARY

  • Extensive experience of XX years in developing and implementing customer service policies and procedures;defining and communicate customer service standards; reviewing and assessing customer service contracts;overseeing the achievement and maintenance of agreed customer service levels and standards
  • Gained significant experience in providing customer service support; working knowledge of customer service software, databases and tools; excellent knowledge of management methods and techniques; awareness of industry’s latest technology trends and applications
  • Adept in overseeing all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality; implementing effective processes for customer service representatives to interact with customers via telephone, email, live chat or instant message
  • Skilled in overseeing the customer service department and ensuring the company or corporation delivers the highest level of customer service possible; monitoring and measuring service metrics and utilize to develop standards, improvements, or changes to process

ORGANIZATIONAL EXPERIENCE

Since MM YY | XYZ Ltd, Delhi | Customer Service Manager
Key Result Areas:
  • Supervise day-to-day operations in the customer service department
  • Respond to customer service issues in a timely manner
  • Create effective customer service procedures, policies, and standards
  • Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
  • Implement an effective customer loyalty program
  • Maintain accurate records and document all customer service activities and discussions
  • Assess service statistics and prepare detailed reports on your findings
  • Hire and train new customer service agents
  • Manage the approved budget of the customer service department
  • Stay informed on the latest industry techniques and methods
Key Highlights:
  • Any existing systems/ processes streamlined???? Results obtained????
  • Major assignments handled????
  • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
  • Awards/appreciation letters received???? Other relevant achievements????
MM YY – MM YY | ABCD Ltd, Delhi | Customer Service Manager
Key Result Areas:
  • Improved customer service experience, create engaged customers and facilitate organic growth
  • Took ownership of customers issues and follow problems through to resolution
  • Established a clear mission and deploy strategies focused towards that mission
  • Developed service procedures, policies and standards
  • Kept accurate records and document customer service actions and discussions
  • Analyzed statistics and compile accurate reports
  • Recruited, mentored and developed customer service agents and nurture an environment where they can excel through encouragement and empowerment
  • Kept ahead of industry’s developments and apply best practices to areas of improvement
  • Controlled resources and utilize assets to achieve qualitative and quantitative targets
  • Adhered to and manage the approved budget
  • Maintained an orderly workflow according to priorities
Key Highlights:
  • Any existing systems/ processes streamlined???? Results obtained????
  • Major assignments handled????
  • Any unique initiative taken to improve customer satisfaction level???? Any major accounts/clients handled???
  • Awards/appreciation letters received???? Other relevant achievements????

EDUCATION

YYYY BA from ABC College, Delhi

TECHNICAL PURVIEW

  • MS Office – Word, Excel & PowerPoint
  • Internet Applications

PERSONAL DETAILS

Date of Birth: 01st October 1981 | Languages Known: English & Hindi

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