Customer Service Manager Resume Sample Two

999 Main Street, Any Town NY 99999
999-999-9999
email@gmail.com

BRIAN DAVIS

— CUSTOMER SERVICE MANAGEMENT PROFESSIONAL —

With 10+ years of experience and expertise in:

Leadership & Management
Cost Reduction & Analysis
Coordination & Communication
Client Retention
Project & Operations Management
Training & Development
Relationship Management
Performance Management & Improvement
Multi- Tasking

Accomplished, results-driven, and experienced Professional skilled in driving down costs while increasing quality and efficiency through training and process improvements. Recognized ability in managing resources, time frames, and multiple priorities as well as the ability in creating strategic partnerships that helped achieve aggressive goals. Proven ability to think outside the box and effect change using a solution based mindset retaining the ability to assess most situations quickly and adapt into the style that most fits the situation. Committed to quality service and performed responsibilities with professionalism & ethics even under extreme pressure while implementing established standards and procedures.

KEY STRENGTHS

Dynamic communication and interpersonal skills. Maintained exceptional interpersonal & communication skills. Built & maintained healthy relationships, while interfacing confidently with people of diverse levels and backgrounds.
Excellent organizational skills. Developed specific goals ans plans to prioritize, organize, and accomplish work. Recognized for cross-discipline talents in needs analysis and problem resolution in fast paced environments.
Active listening and problem sensitivity. Provided full attention to details, took time in understanding the points being made, and asked questions as appropriate. Applied deductive & logical reasoning made independent decisions, and recognized emergency and hazardous situations.
Dedicated, innovative, and self-motivated team player. Initiated action and follow through procedures to conclusion of any commitment. Reacted flexibly to changes in priority and direction, assumed increased responsibilities as needed, and motivated others to achieve business objectives.
Computer competent. Proficient in using Microsoft Access, Excel, Outlook, PowerPoint, and Word including Microsoft Dynamics SL (ERP Systems) and Microsoft Live Meeting.

PROFESSIONAL EXPERIENCE

Customer Service Manager, ABC INC. 2004 – Present

Directed and implemented proper shipping methods.
Successfully enhanced and streamlined customer service department enabling customers to track shipment status.
Coordinated with IT department to create an enhanced and automate tracking system that facilitated immediate information of shipping from company to customers.
Identified sources and purchase items for resale to current customers.
Led and motivated staff to achieve high levels of productivity and customer service.

Customer Service Manager, XYZ CORP. 2002 – 2004

Supervise, recruit, train, develop, coach and communicate with all associates and managers as well as assess performance.
Ensure a positive customer experience.
Handle customer complaints.
Balance daily transactions.
Oversee all cash register transactions.
Open and close store on a daily basis as needed.

Manager of Customer Care and Technical Support, BCD INC. 1994 – 2002

Provided technical and managerial leadership for multi-location Customer Support Services Team.
Managed daily operation of Customer Support Team – 24×5.
Developed and oversaw Customer Service policies and procedures to improve customer satisfaction.
Developed escalation procedures to insure timely response and resolution to customer concerns.
Worked in conjunction with other departments to develop overall incident management strategies.
Managed personnel issues, oversaw staff development, conducted behavioral and technical interviews.
Streamlined Problem Management process for better efficiency and effectiveness.
Analyzed technical trends and provided feedback to Engineering and Product Management teams.
Used historical data to insure adequate coverage for all shifts to meet customer needs and requirements.
Met with clients to review support model to insure effective client service strategies.

EDUCATION

International Business Studies
NEW YORK UNIVERSITY

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Jeff the Career Coach