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
