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About Me

Retail Customer Service Professional

  • Dedicated customer service manager with extensive experience in the “big box” retail sector; consistently achieves record-high customer satisfaction rankings, improvements to the bottom line/turnaround of underperforming operations
  • Extensive experience of XX years in delivering a comprehensive service to enquiring customers; possibly delegating certain customer inquiries to specific teams; managing a large number of incoming calls and emails; managing customers’ accounts; keeping a record of customer interaction and details of actions taken
  • Involved in promoting a positive work environment for employees and leading by example; managing staffing levels for the customer service counter and other key areas; ensuring associates are adequately trained and up to date on current procedures
  • Highly motivated and self-directed capable of multi-tasking and able to work with minimal supervision; able to deliver excellent presentations at a professional level; ability to communicate at all levels of the customer; from an executive audience as well as the ability to talk in detail on a tactical level
  • Excellent customer service attitude and the ability to interact with customers in a professional manner; strong staff development skills and leadership ability. ability to lead a high performing customer focused team; maintaining a positive and professional attitude at all time
  • Possess excellent leadership and influencer skills and the ability to motivate and inspire staff and develop a strong team culture; excellent organizational, planning, and decision-making skills with strong attention to detail and follow-through while maintaining focus on the big picture

EDUCATION

Design, Bachelor of Arts, Completed, 2017-07-01

More Retail Private Limited

Marks 70,

Mumbai, MH

Work Experience

2015-07-01 - Current

Manager - Retail Store Operations

Vodafoneidea

Mumbai, MH
  • Carry out investigation on challenges faced by customers and give appropriate solutions to the challenges
  • Handle communications with customers face-to-face or through mediums like email, letters, phones, suggestion boxes notes, and a one-on-one interview
  • Offer resolutions to complaints and issues concerning customer orders
  • Collect information on agent's and other staff performance from customers to make judgments on their performance
  • Get up-to-date information about all products; offer refunds to customers when the need arises
  • Compile and print customer complaints and suggestions and present them to the appropriate authorities
  • Investigate and identify the part of the retail store that needs improvement
  • Coordinate with the management on the initiatives that help improve customer service
  • Take advantage of social media as a medium of responding to a customer complaint
  • Monitor the statistics on support; handle customer concerns over the price of a product and the ads
  • Offer counsel to customers on their chances of getting a refund for product return
  • Work with other departments in ensuring that all customer-related issues are attended to
  • Conduct recruitment and training for new workers, as well as a sanction or terminate the service of erring customer service representatives

2010-05-01 - 2014-04-01

Customer Service

Muffet Retail Pvt. Ltd

Mumbai, MH
  • Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; prepared and completed action plans
  • Implemented production, productivity, quality, and customer-service standards; resolving problems; completed audits; identified customer service trends; determined system improvements; implemented change
  • Met customer service financial objectives by forecasting requirements; prepared an annual budget; scheduled expenditures; analyzed variances; initiating corrective actions
  • Determined customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications
  • Improved customer service quality results by studying, evaluating, and re-designing processes; established and communicated service metrics; monitored and analyzed results; implemented changes
  • Maximized customer operational performance by providing help desk resources and technical advice; resolved problems; disseminated advisories, warnings, and new techniques; detected and diagnosed network problems

Skills

  • Customer Service Management
  • Complaint Resolution
  • Retail Operations Management
  • Customer Satisfaction
  • Front-End Supervision
  • Sales and Margin Improvement
  • Teambuilding
  • Training
  • Cost-Reduction Strategies
  • Order Fulfillment

Languages

  • Bengali
  • Hindi
  • English
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Customer Service Resume Sample

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