Customer Services Manager Resume Sample
Demond Blick
2410 Carleton Pine,
Los Angeles,
CA
+1 (555) 814 8445
Work Experience
Customer Services Manager
11/2017
-
PRESENT
Houston, TX
- Identifying new business opportunities in the region’s sphere of operations, as well as in terms of growth of business with existing customers, driven by the promotion of integrated security solutions
- Demonstrate a thorough understanding of the competitor environment faced by the region
- Product specific knowledge and how each product works together in a grain system or equivalent industry experience
- Budgetary & forecasting responsibility
- Commercial awareness to successfully handle Dealer relationships. Good financial & math skills to determine & understand margins
- Time management and strong personal skills for team, dealers and customers
- Form and present order, funnel and quote logs as well as manage them
Global Customer Services Manager
02/2012
-
09/2017
Chicago, IL
- PC skills – Regular use of GSI & AGCO IT systems and applications
- AGCO procedures – Very good knowledge of GSI & AGCO procedures (order processing, ETO & shipping processes)
- Working with management and field staff responsible for dealer, customer, and inter-company communication and contact along with dealer sales teams
- Feedback to GSI shipping and production to assist in improvements in all areas
- Continued feedback on improvements to ordering and production processes and then rollout to dealers
- Forecasting sales and giving information to SIOP (Sales and Inventory Operations Planning)
- Answer customer emails and be accountable for all customer communication that relate to e-Commerce and stores
Asisstant Customer Services Manager
06/2008
-
12/2011
Boston, MA
- Ensure all customer service processes are aligned and followed on a European scale
- Handle all complex and escalated customer service issues and track customer complaint resolution
- Keep ahead of developments in customer service through competitive research and company awareness
- Lead and train staff to deliver a high standard of customer service, while evaluating and managing their performance
- Plan, prioritise and delegate work tasks to ensure proper functioning of the department
- Be involved in staff recruitment and appraisals
- Summary of role:
- Quality control of agent calls and work collaboratively with the Retail QA Team in supporting monthly calibration sessions to increase team capability and service
- Ensure team are compliant at all times
Education
Grand Valley State University
2003 - 2007
Engineer's Degree in Engineering
Professional Skills
- Having excellent MS Office Skills
- Excellent leadership skills in developing, engaging and retenting a high
- People management skills including experience in HR practice and managing a casual workforce
- Ensure that customer service team has excellent written and verbal communication and problem solving skills for achieving high customer satisfaction
- PC and printer troubleshooting skills and experience
- Excellent communication, interpersonal, analytical and decision making skills
- IT skills – databases (experience with Salesforce is essential) Advanced Word and Excel, Typing to at least 50wpm
How to write Customer Services Manager Resume
Customer Services Manager role is responsible for organization, finance, leadership, retail, training, database, marketing, security, compensation, shipping.
To write great resume for customer services manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Services Manager Resume
The section contact information is important in your customer services manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Customer Services Manager Resume
The section work experience is an essential part of your customer services manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous customer services manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer services manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Services Manager resume experience can include:
- Acts as the Program Manager or Project Manager for client installation deals managing the expectation of the client and working with local operations to deliver the clients solution in agreed timescales to budget and exceeding the client’s expectations on management and communications
- Produce monthly and adhoc MI to manage the CA Department - need strong excel skills
- Excellent writing, communication and analytic skills
- Strong communication, convincing and negotiation skills
- Strong leadership skills to help motivate and work with team to abide by all company policies and procedures
- A significant experience in a customer service field or in hospitality industry with team management skills
Education on a Customer Services Manager Resume
Make sure to make education a priority on your customer services manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer services manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Customer Services Manager Resume
When listing skills on your customer services manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical customer services manager skills:
- Strong business sense with good analytical and problem solving skills
- Previous supervisory experience with demonstrated ability to supervise and lead others effectively is required
- Lead, motivate and manage a large team demonstrating influencing and persuasive skills, developing strong relationships with stakeholders
- Good numeracy skills, including the ability to pull together data from various sources and to prepare and manipulate such data on Excel spread-sheets
- The ability to effectively time manage, plan and prioritise different elements of the workload
- Effective non-verbal and verbal communication skills
List of Typical Experience For a Customer Services Manager Resume
1
Experience For Global Customer Services Manager Resume
- Well-developed communication skills – including the ability to liaise with peers and seniors and to negotiate with customers
- Challenge all non-effective work and recognising excellent performance identified
- Work effectively across all regions with all cultures
- Developing a good understanding of our regulators rules and has oversight of our ongoing compliance
- Implement and maintain effective cost control utilising and adhering to Xylem policies and procedures
- Ensure appropriate resourcing within the Customer Service team through effective, recruitment, selection, development and coaching
- Strong understanding of an airlines operations across the business, its technologies, products and processes, and that of its customers and competitors
- Geographically flexible, having a demonstrated appetite to work with diverse cultures
- Maintain the department’s credibility and relationships with both internal and external customers through excellent service
2
Experience For Customer Services Manager, Ireland Resume
- The position requires effective, fact-based interaction with customers, suppliers and engineers from various internal and external sites
- Entrepreneurial as well as strong initiative & ability to lead/drive process improvement
- Excellent communicator and empathic listener
- Experience of Operations Management
- Making staffing recommendations including hiring and terminations; performing annual performance evaluations for team members
- Regulating invoicing in line with contractual requirements
- Identifying best practice and ensuring consistent processes are in place over both teams
- Engaging with the wider Business to improve relations & promote better working together
- Building Relationships with internal customers through workshops/road shows/chairing monthly relationship meetings
3
Experience For Asisstant Customer Services Manager Resume
- Maintaining and growing key relationships with the Bank to ensure smooth completion days for our customers
- Managing and introducing future system changes & improvements
- Leading projects on behalf of the client Accounting & Post exchange Teams
- Supporting the business in HR issues as part of the senior team, hearing grievances, appeals etc
- Providing timely and specific coaching to staff to contribute to their growth and development
- Acting on behalf of the University Head of Protection Services in the management of outsourced Protection services
- Seeking to exceed all quality targets
4
Experience For Retail Customer Services Manager Resume
- Reviewing Service delivery and provide innovative solutions
- Handling Telephone and Written complaints where required from the customer, Third Parties or internal customers
- Sharing expertise and practices to help ensure a highly competent and professional team
- Creating an environment where team members are empowered to take ownership and make decisions
- Ensuring information is shared in a clear, concise and collaborative manner
5
Experience For National Customer Services Manager Resume
- Taking full responsibility that all teams are compliant, as set out by our regulator and company polices
- Existing Revenue Growth
- Responsibility for legal compliance as it relates to outsourced Protection provision, staff training and licensing and contract employee resourcing and cover
- Participates in new projects during installation, commissioning and acceptance testing as required or in support of System Center
- Onboard and manage customers’ orders from receipt through scheduling, execution and billing
- Accountable for informing management of consumer problems and problems with existing policies and procedures
- 3) Names and contact information of three professional references detailing your working relationship
6
Experience For Customer Services Manager Resume
- To provide team leadership, developing and maintaining a positive team environment which supports the delivery of team targets
- Have an understanding of Marketing and PR
- Flexibility – Willing to move between tasks in order to respond to changing business and customer needs
- Technical aptitude and broad understanding of the technical service industry
- Initiate cost saving model and controls
- Ensure Post Descriptions, emergency plans, registers and files are in place according to Customer and Company requirements
7
Experience For Global Customer Services Manager Resume
- Knowledge of monitoring systems
- To recognise your own limitations and work within them, seeking further advice and guidance as necessary
- Ensure the customer requests are understood including the SLA and handed over to the appropriate teams and processed with the Thales organisation
- Monitors the customer front office performance: Customer requests processing time, Progress of requests, Quotations to the Customer.
- Manages the Customer Services function's cost in line with Countries' Annual Operating Plan
- Provides special / custom training to customers upon request
- Implementation of transition and expectation meeting from Client for Life (CLF)
- Be in charge of issuing a quote to the customer with the correct lead-time, price, and specifications
- Supervise the order entry and invoicing of order in the ERP
8
Experience For Customer Services Manager, Ireland Resume
- Contribute to customer satisfaction. This could take different forms including surveys
- Contribute to identify potential delays and discrepancies between customer requests and at the time manufacturing capacities
- Be the first point of contact for the customer in case of warranty or shipping issues
- Maximise the opportunities for additional work outside the normal contract cover, ensuring costs are monitored and controlled
- Work closely with the Sales team and existing customers to develop new service business; carry out sales and promotional visits as and when necessary
- Establish a thorough training program and develop all documentation
- In-depth analytical reporting of the centre’s activity and user feedback
9
Experience For Asisstant Customer Services Manager Resume
- Adapt to changing business needs, cultures, conditions and work responsibilities
- Leader of change, providing innovative solutions
- Provide customer input to business forecasting process and deliver sales volume and profit in line with scheduled budget commitments
- Administer contracts with the customer, build relationships and ensure payment for all work undertaken, minimising warranty and guarantee costs
- General educational background at the college level, including English, communications, math, statistics and general business and insurance courses
- Have worked for a manufacturing company
10
Experience For Retail Customer Services Manager Resume
- Be confident to reply to letters and emails with minimal guidance, using appropriate style and content
- C&G or Higher (BTEC) in a relevant engineering discipline
- An understanding of modern customer service methods and techniques
- Insurance knowledge acquired through various Shelter schools or equivalent training in another insurance environment
- Been a valued member of a high performing team ideally within a customer centric service or retail industry environment
- Support development and roll-out of new products, services and policies
- Define the target customer service experience along every touch point with Barco/partners and translate into (continuous) improvement initiatives. Follow-up of the KPI’s to quickly identify changes in quality, cost or efficiency of the service organization and take ownership in pro-active and corrective actions
- Effectively managing and be responsible for the whole outsourced service provision and co-ordinate all activities either directly or through delegated responsibilities
List of Typical Skills For a Customer Services Manager Resume
1
Skills For Global Customer Services Manager Resume
- Planning and effectively managing workloads to ensure exceptional customer service is provided at all times
- Outstanding customer service and interaction skills
- Having superb interpersonal skills and an understanding of the importance of adapting communication styles to suit a given environment and/or audience
- Proven experience of working autonomously and being a self-starter
- Experience developing and implementing strategies for the use of digital applications and technologies to improve the customer experience
- Effectively exchange information, news, ideas and meaning in a business environment
- Superior leadership and organization skills
2
Skills For Customer Services Manager, Ireland Resume
- Ensure all KPI’s such as Customer Service (OTIF) & financial metrics are monitored effectively and achieved
- Good project management skill with ability to consult, collaborate with, an influence across all levels both internally and externally
- Demonstrable planning and organisational skills
- Advanced analytical, problem-resolution and decision-making skills
- Providing management reporting as required to meet the service standard and demonstrate compliance with the specification’s Key Performance Indicators
- Demonstrating experience of working in a high-pressure deadline-driven environment
- Experience conducting classroom training
3
Skills For Asisstant Customer Services Manager Resume
- Have experience of meeting and engaging with members of the public, both over the phone and in person
- Proven track record in implementing successful customer facing strategies and initiatives
- Experience of working on projects/leading projects
- Responsible for maintaining proper staffing, systems and processes for effective operation of Customer Services
- Demonstrable experience of operating and managing bespoke M&B software such as Junifer
- Experience with managing outsourcing vendors
- Proven abilities in operational improvement, organizational planning and
- ITIL training and experience
- COBIT training and experience
4
Skills For Retail Customer Services Manager Resume
- Experience working under pressure with the flexibility to meet the requirements of a 24/7 365 day per year operations team
- Previous experience managing live incidents
- Experience working in a higher education organization
- 2) Resume that details your education and professional experience including dates of employment and description of responsibilities
- Experience gained of managing a medium sized team in a pressured environment
- Experience of presenting to stakeholders
- Experience in preparation and distribution of client, product and investment reporting highly regarded
- Previous experience of working in the hire industry is advantageous but not essential
- Previous experience using Axapta software is advantageous but not essential
5
Skills For National Customer Services Manager Resume
- Experience managing a customer support centre preferably in the media sector
- Previous experience using a CRM tool – preferably SalesForce
- Demonstrated commitment to achieving objectives
- Management of the Customer Services G&A, FMI and Goodwill budgets and re-forecasting
- Experience with offering players with multi-language customer service
- Direct experience in customer service environment
- MS Office and Adobe Pro experience
- Previous 2 years’ experience in a customer facing people management role
6
Skills For Customer Services Manager Resume
- Stay focused on high priorities
- Previous experience in the Hire Industry
- Experience with a multi contact channel customer service operation
- Proven track record of achievements in customer and stakeholderís relationship management
- Participates in departmental projects, prioritizing and completing assigned activities
- Professionally interacts with customers, building strong relationships
- Demonstrates basic knowledge of IBXs
- Previous management experience within a security related field
7
Skills For Global Customer Services Manager Resume
- Proven ability to actively participant in a "hands-on" work environment
- Excellent level of English (written & oral)
- Experience as Contract Manager
- Substantial post qualification experience
- Visibly demonstrates a “Can Do’ attitude that encourages team participation
- Prioritise work load and work towards strict deadlines
- To build strong relationships with our customers to retain business
- Experience in hi-tech industry, preferably in IT, Telco or data centres
- Developing and motivating all CSA’s
8
Skills For Customer Services Manager, Ireland Resume
- Executing 100% compliance with the manpower requirements of the contract and to provide a clear register of attendance to support invoicing
- Understanding of the concepts of financial analysis and budgeting
- Working with Operations Team as the first point of contact for queries on service requests
- Managing lifestyle aspects like such as End of Trip facilities, health and wellness activations
- Ensuring Property Assist requests are actioned to completion
- Managing a team and the ability to liaise at all levels
9
Skills For Asisstant Customer Services Manager Resume
- Working collaboratively with a group of people to accomplish a task or achieve a goal
- Working closely with the management
- Ensuring compliance with legislation and data protection
- Supporting the University Head of Protection Services in the general provision of University Protection services and/or additional events/activities
- Arranging monthly review meetings with the University’s Head of Protection Services
- Ensuring contract service provision is linked and is compatible with the University’s own policies and regulations
- Managing a Help Desk
10
Skills For Retail Customer Services Manager Resume
- Willing to take calculated risks
- Managing a Metering and Billing Team
- Providing customer support to our delegates and dealing with general enquiries via phone and email and through our website
- Writing and editing correspondence
- Entering all registrations for our conferences on our in-house database
List of Typical Responsibilities For a Customer Services Manager Resume
1
Responsibilities For Global Customer Services Manager Resume
- Maintaining communication and a close working understanding/relationship with local authorities/police and emergency services and to take part in all local steering groups as both the providers and University representative
- Supporting the University Head of Protection Services in all associated works and to provide on-going crime prevention initiatives and Fire Awareness campaigns throughout the year
- · General strong communication skills (both writing and talking)
- Strong customer service experience and customer-centric attitude
- Strong ability to build a strong team environment
- Ten years experience in similar / related position gained from Building Automation / Engineering Operations or Lighting Industry
- Experience in setting up or deploying Global program to local territory seamlessly
- People management experience and managing Field Service Engineers / Technicians
2
Responsibilities For Customer Services Manager, Ireland Resume
- To ensure the utilisation of the Customer Service Team is at the optimum levels ensuring productivity levels/targets are achieved through effective
- ERP experience in a Sales / Customer Service environment and others CRM Systems, such as SalesForce.com
- Strong in MS Office Suite is required, particularly Excel, PowerPoint & Word
- Extensive Customer Service Team Management experience
- Good operational Nissan/Dealer knowledge
- Strong ability to identify specific customer needs and drive closure to complex customer issues
- Ensuring that over 7 Billion pounds is produced as per regulatory guidelines , with no breaches and zero impact to our to over 30,000 customer
- Developing and deploying the NMGB Back Office Customer Services strategy and input into the ND&Q Business Plans
- Responsible for providing customer service support, scheduling, processing requests, and assistance with Government conferences
3
Responsibilities For Asisstant Customer Services Manager Resume
- Implements Company policies and procedures for processing claims, resolving some complaints, and record keeping
- Provide opening procedures to include posting conference schedules at government facilities
- Phone service begins immediately following opening procedures
- Graduate of Electrical Engineering / Electronics and Communications Engineering
- Working knowledge of trouble shooting and maintenance processes
- Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues
- Partner with Supply Chain, Sales, Marketing and others to meet customer expectations while balancing the cost to serve
4
Responsibilities For Retail Customer Services Manager Resume
- Problem Solving Tools (8D, Six Sigma, IATF16949 Quality Tools)
- Responsible for proper budgeting and prudent administration of the budgetary allowance for the Center and explanation of variances on a quarterly basis
- Oversee the career growth planning and development activities for department members
- Coordinate efforts and communicate shutdown plans in collaboration with Supply Chain Planning, Business Leadership, and customers
- Copies of education and training certificates
- Responsible for selection, training and continued development of Customer Services employees
- Direct Wage control / ER management
- Confident to work with staff and managers at all levels in the business
5
Responsibilities For National Customer Services Manager Resume
- Experience of developing and leading sales teams specifically converting customer enquiries to sales through selling-on and cross selling related products and services
- Multitask and adapt to a fast paced environment
- Confident and enthusiastic communicator
- Work within and lead cross-functional teams to deliver business process improvements for customers
- Experience in developing and implementing strategies for the collection, analysis and utilization of customer satisfaction, customer feedback and other data to help improve the customer experience
- Management of the Customer Services team of 5 (2 Controllers, 1 Graduate, 1 Industrial Placement student and 1 Contractor), with overall responsibility for the enablement and engagement of each team member
6
Responsibilities For Customer Services Manager Resume
- Overall responsibility for the case management performance of the Back Office Customer Services team of 48 (1 Operations Manager, 6 Managers, 1 Business Analyst and 40 Case Managers/Support Staff)
- Overall responsibility for the organisation, resourcing and individual performance of the Back Office Customer Services team (within the Business Plan), to maximise staff enablement and engagement
- Overall responsibility for the achievement of the department KPIs, including setting the Customer Services annual objectives, and the Back Office team quarterly objectives
- Development of new Customer Services processes to manage high profile reputational risk concerns, such as D40
- Overall responsibility for the evolution/creation of UK specific Front Office processes and all Back Office processes and systems to improve the customer experience
7
Responsibilities For Global Customer Services Manager Resume
- Support for high profile/complicated case escalations via the Customer Services team and the Back Office team
- Management of the UK roll out of the new Customer Services Systems - Salesforce, the Pan-European Knowledge Base and the new Dealer Self Authority Process
- Management of the relationship with the NE Customer Services team, the NE Customer Assurance & Warranty team and TCS with the aim to improve case management and goodwill policies
- Management of supplier relationships such as RNC, RAC and SMH
- Present to senior management and large teams
- Competent with MS Word, PowerPoint, Excel and Access
- Accountable for providing accurate, equitable and efficient customer service to Policyholders, Agents and other customers while adhering to established policies and legal obligations
- Manage the work schedules of direct reports to meet agreed plans, contracts and agreements in a cost effective manner
8
Responsibilities For Customer Services Manager, Ireland Resume
- Ensure that all Security Officers are inducted and properly trained to meet the requirements of the position/ post
- Ensure all Company assets are accounted for, properly handled safeguarded and maintained
- Monthly and Weekly reports
- Drive Health and Safety culture
- To ensure that the Help Desk and Metering & Billing Team are effectively managed providing Health and Safety, Environmental and Quality standards to promote continuous improvements and to ensure compliance with accreditations and customer requirements
- To help develop and grow the resilience of the Help Desk and Metering & Billing Team under your control by promoting employee engagement and empowerment, delivering where appropriate on-going training and/ or performance management and personnel development programmes
- To manage the Customer Service Help Desk and Metering & Billing Team ensuring all contractual Performance Indicators are met, Change Notices are agreed, invoicing is correct and debtors days, work in progress and stock are managed effectively where appropriate
9
Responsibilities For Asisstant Customer Services Manager Resume
- Have a financial appreciation of a P&L and a good commercial understanding of business
- To establish and maintain good customer relationships and communications with the customers counterpart
- Management experience of spares or repairs in an aerospace or technology environment
- Previous Management within Customer Services, specifically a Service Centre / Desk environment with Account Management Experience
- Cooperate with the develop team to develop the GM tool to improve the efficiency of the agents and design tools for players to self-solve top issues
- Manages and self directs priorities with minimal oversight
- Support and Co-ordinate technical and commercial reviews of tenders prior to submission
- The writing and presentation of Reports (where applicable) coving all aspects of the contract requested by both Community Energy and Customer
- To attend meetings when required, represent the Company well to residents, customers and external agencies, by reasonable dress and demeanour
10
Responsibilities For Retail Customer Services Manager Resume
- To support the specific activities of the contracts managers, including the fulfilment of a consistent approach to contract activities in-line with delegation of authority
- To support the finance executive in the successful achievement of external and internal audits
- Microsoft Office products (Outlook, Word, Excel, Access)
- Look for the suitable vendors and have them on aboard. Monitor the productivity and quality of the customer service vendors who are already work with the project
- Professional experience managing customer service for video games
- Develop and document standard operating procedures for various Customer Service functions
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