Customer Service Team Manager Resume Samples

A Customer Service Team Manager leads and motivates the customer service team members and makes sure the customers are provided the best possible service and experience. While duties vary based on the type of service provided, certain core duties associated with this post are listed on the Customer Service Team Manager Resume as – enhancing customer service experience, creating engaging customers and facilitating organic growth; taking ownership of customers issues; setting a clear mission and deploying strategies; keeping accurate records and documenting customer service actions; analyzing statistics and compiling accurate reports; recruiting and developing customer service agents, and controlling resources to achieve qualitative results.

Apart from proven work experience, the individual should possess the following skills – excellent knowledge of management methods and techniques; proficiency in English; working knowledge of customer service software, database, and tools; awareness of the industry’s latest technology trends; and strong client-facing skills. While formal education beyond a high school diploma is not mandatory, possessing advanced education will be useful.

Customer Service Team Manager Resume example

Customer Service Team Manager Resume

Summary : Have been in mortgage for 20 years on both the title/attorney side and with a bank lending. Have worked in both conventional and government lending and in both processing and closing management positions. Looking for the opportunity to get back into the mortgage business.

Skills : Microsoft Office, Team Management.

Description :

    1. Managed a team of up to 18 Customer Service Representatives.
    2. Monitored daily productivity of the team to ensure an acceptable level of performance.
    3. Completed monthly one-on-one performance reports and reviewed them with team members.
    4. Regularly coached and developed representatives to improve performance.
    5. Performed monthly audits to ensure representatives are compliant with company guidelines.
    6. Developed tracking reports ensuring quality performance.
    7. Conducted weekly meetings to inform team members of changes in policies, procedures, and systems.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
HS Diploma


Customer Service Team Manager Resume

Headline : Highly qualified Customer Service Team Manager with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and would excel in the collaborative environment on which your company prides itself.

Skills : Leadership, Microsoft Office, Communication Skills.

Description :

    1. Performed monthly evaluations on representatives for quality assurance.
    2. Managed all performance-related stats.
    3. Led weekly team meetings regarding current changes.
    4. Handled escalated customer complaints regarding billing/service/equipment issues.
    5. Attended all mandatory managerial meetings.
    6. Provided managerial support under close supervision in a variety of roles within Customer Service which may include: team manager support, quality monitoring, scheduling, and training.
    7. Provided-phone support when business needs demand.
    8. Provided direction and guidance to less experienced team members.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
Associates in Occupational Therapy


Customer Service Team Manager Resume

Objective : To secure a Customer Service Team Manager position where existing skills in the areas of sales, customer service, and management can be utilized by a progressive and innovative company.

Skills : Microsoft Office, Team Player.

Description :

    1. Provided floor presence and answer all questions; being available for employees that experience work problems, providing appropriate counseling, coaching, direction and resolution.
    2. Consistent monitoring, coaching and side-by-sides with agents to meet sales/quality goals.
    3. Delivered feedback and tips to team members to help meet goals based on findings.
    4. Conducted regular morning meetings with team to ensure morale is up and address and problems with campaigns.
    5. Managed and track associates pause and ACW time.
    6. Created initiatives to increase motivation and excitement on team as well as improve performance.
    7. Supported company incentive/recognition initiatives.
    8. Administered rewards.
    9. Worked as member/leader of on-going projects that are important to area process or improvement.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
BS in Political Science

Customer Service Team Manager Resume

Objective : Managing Business Professional with 20 years of Customer Service experience, Medical coding and Administrative Medical Assistant training completed. Great Interpersonal skills with the ability to communicate both verbally and written with professionals and non-professionals at all levels.

Skills : Microsoft Office Suite, Salesforce.

Description :

    1. Acted as a liaison between the Bank and the customer.
    2. Analyzed and determines resolution necessary based on the rules set forth by Card Associations and Bank.
    3. Interpreted and applies MasterCard and Visa regulations for all dispute situations.
    4. Created an open and respectful avenue of communication with individual customers.
    5. Contacted all customers by phone regarding the phase of their dispute.
    6. Customized letters to initiate inquiry and response to customers concerning their individual disputes and the processes.
    7. Maintained an extensive knowledge of current Card Organizations' regulations Visa and MasterCard, which relate to Chargebacks, Pre-Arbitrations, Arbitrations, Compliance, Quality, and Re-contact cases.
    8. Resolved pre-arbitration, arbitration filings.
    9. Executed all chargeback processing procedures and ensures the successful completion of the dispute from inception to completion.
Years of Experience
Experience
0-2 Years
Experience Level
Level
Entry Level
Education
Education
Certificate in Medical Coding

Customer Service Team Manager Resume

Summary : Dedicated individual with proven potential to succeed in any given environment having extensive years of experience in the customer service and technical field seeking a position that will utilize management and business experience.

Skills : Customer Service/ Call Center Operations Management.

Description :

    1. Coached, motivated, trained, disciplined, developed & guided employee performance through a variety of mechanisms.
    2. Reviewed and evaluated employees on their ability to meet performance objectives.
    3. Ensured that employees are operating at high levels of quality and productivity while exhibiting high levels of integrity and ethical behaviors.
    4. Ensured that employees are adhering to company policies & procedures.
    5. Worked to ensure employee and customer churn is maintained at the lowest possible level.
    6. Resolved complaints and answer questions of customers regarding services and procedures.
    7. Provided CSR with daily feedback on quality customer service and or office procedures.
    8. Managed multiple priorities and maintained effective results in a quota-driven work environment.
    9. Exercised strong interpersonal communication skills with customers and department personnel.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Certification in Electrical Instrumentation

Customer Service Team Manager Resume

Summary : Seeking to obtain a Customer Service Team Manager position in which customer service, bookkeeping, personal, clerical, and general office skills will contribute to greater office efficiency and productivity.

Skills : Excellent Leadership, Interpersonal, Communication Strong Problem Solving, and Analytical Abilities.

Description :

    1. Utilized interpersonal skills while interviewing prospects for appropriate job placement.
    2. Coached, motivated, trained, developed, and guided employee performance through a variety of mechanisms such as observations, metrics analysis, and feedback devices from customers, peers, management, and others.
    3. Served as the trusted liaison to transmit guidance from corporate management to customer service representatives, enhancing professional development.
    4. Acted as the liaison between clients and CSRs to ensure customer satisfaction.
    5. Conducted performance appraisals and evaluates staff on the ability to meet those objectives.
    6. Directed and advises appropriate problem resolution strategy when objectives are not met.
    7. Administered the appropriate disciplinary action as warranted.
    8. Applied quality control measures to ensure the team operates at the highest level of quality and productivity.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
BA in Political Science

Customer Service Team Manager Resume

Summary : Seeks to obtain a leadership position that will utilize current leadership talents and provide rewarding and challenging opportunities for growth. Also to work in a professional environment that promotes growth and advancement while utilizing experience and analytical thinking will be useful in achieving organizational goals.

Skills : Outlook, Microsoft Word, Management Skills.

Description :

    1. Managed a 15-member Customer Service Team and a 3-member Quality Monitoring Specialty Team with a focus on exceeding industry-standard service levels.
    2. Additional responsibility in staffing for departmental operations and management coverage at startup.
    3. Regularly participated in special projects, software upgrades, launches, and company initiatives.
    4. Coached and developed a high-performance team that received multiple Team of the Quarter and Yearly Awards.
    5. Led a team of CSR's in the creation and implementation of the first performance recognition program and activity program: Professional of Quarter/Year, Spot Awards, and Booster Activities.
    6. Created and implemented the Call Quality Monitoring Process as part of a major service improvement initiative, including ongoing revisions based on the needs of the business (Software: Auto Quality and talk).
    7. Supported system upgrades of Windows 2000, XP, and SAP through testing, launching, and training and transitioned the contact center team from a main-frame terminal to a server-based computing environment including training and procedures.
    8. Created and implemented a Telecommuting Program for twenty (20) agents to work from home.
    9. Selected by management to create a Consultation Team of Agents to respond to fitting questions from Eye Care Professionals.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
BS in Business Administration

Customer Service Team Manager Resume

Summary : Seeks to become a valuable member of a successful and growing company where one can fully utilize management & leadership abilities and extensive experience in Operations, Customer Care, and Management to provide excellent service to both employees and customers with positive & successful results.

Skills : Inventory Management, Customer Service, Computer, Team Building, Management, Telecommunications, Automotive.

Description :

    1. Directed and managed a team of Business Service Representatives who are responsible for handling customer service requests.
    2. Managed several areas of customer service including but not limited to; retention, billing, troubleshooting, equipment provisioning, data support, to ensure proper productivity and quality are met.
    3. Ensured professional and courteous representatives provide basic customer service and enhance the company's reputation for outstanding customer service.
    4. Planned directs, supervised, and evaluated workflow; provides direction to employees according to established policies and management guidance.
    5. Responsible for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate employees, including conduct, performance and attendance management, and disciplinary practices.
    6. Participate in call center initiatives such as recognition, employee engagement, and diversity.
    7. Responsible for training, evaluating, and managing performance evaluations of direct reports.
    8. Influenced decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
Real Estate License

Customer Service Team Manager Resume

Summary : A dedicated Manager who is skilled at motivating team members through exceptional training and interpersonal skills with 14 years of management experience. Seeks a significant position that promotes effective leadership in productivity, performance management, and career growth.

Skills : Recruiter, Trainer, Finance, Project Management, Business Continuity, Sales.

Description :

    1. Maintained and created human resource documents for appraisal, development, and discipline.
    2. Monitored performance and compliance against target objectives/action plan/follow-up and ensured issues were resolved to satisfaction.
    3. Coordinated steps for voluntary/involuntary termination and attended hearings for unemployment.
    4. Performed quarterly Safety and EHS audits and monthly FLSA audits.
    5. Coordinated employee recognition, special events, and announcements.
    6. Recruited, trained, and managed a team of employees in a unionized environment.
    7. Worked with managers to determine candidacy for applicants and ensured benefit paperwork was completed.
    8. Created a training manual to drive optimal use of systems and business benefits Six Sigma (White and Yellow Belts) - Six Sigma is a training program that many organizations use as a tool to simply reach a measure of quality that strives for near perfection.
Years of Experience
Experience
10+ Years
Experience Level
Level
Senior
Education
Education
MS in Emergency Management

Customer Service Team Manager Resume

Headline : Seeks to share knowledge and skills with a company that is supportive of growth opportunities and development. Willing to take on the challenge of a new horizon and grow,  Conducting interviews, made hiring decisions, and processed all required staffing paperwork.

Skills : Customer Service, Mortgage, Financial Services, Management, Executive Escalations, Credit Card, Marketing.

Description :

    1. Managed a team of 11 Operation Analysts who are the highest escalation point of contact in the department.
    2. Managed a team of 16 terminal support associates including 3 team leaders and 1 specialist.
    3. Interacted with internal departments on a daily basis to assist in resolving merchant problems and concerns that retains ongoing business.
    4. Developed and updated new procedures for the terminal support department that helps the department run more effectively.
    5. Handled Human Resource issues.
    6. Conducted monthly and daily meetings keeping team updated.
    7. Provided support to end-users including administrative staff, teachers, guidance counselors, and support staff.
    8. Produced end-user instructional documentation, tutorials, and customer newsletter articles.
Years of Experience
Experience
5-7 Years
Experience Level
Level
Executive
Education
Education
BBM