Download Customer Service Manager Resume Samples

• 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

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????

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????

• Arvind Yadav, abc institute, 2010