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Customer Service Manager - Free Resume Sample

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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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