A Customer Service Unit Manager is responsible for handling the Customer Service Unit by typically oversees the customer service agents. The job description is responsible for providing a productive and motivating working environment and addressing any issues/disputes from customers and clients. Work activities that typically highlight a Customer Service Unit Manager Resume are – delivering a comprehensive service to enquiring customers, managing a large number of incoming calls and emails, managing customers’ accounts, generating sales leads, building a sustainable relationship where necessary, reporting back on results, and communicating with internal teams to discuss sales targets.
While a degree is not required for this role, there are a number of traits and skills that a candidate will be expected to possess and display on the resume to shine in this role – superb verbal and written communication skills, the ability to maintain calm under pressure, knowledge of the product or service the company, administrative skills, computer literacy and the ability to interact with customers.
Summary : Seeking employment with an established company or organization that promotes growth and opportunity; employment that provides a career base and challenges me on a daily basis. I want to use the managing, coaching, and communication skills that I have developed to obtain a position leading others. I excel at aiding individuals in reaching maximum potential through leadership and motivation.
Responsible for overseeing day to day operations for High Point City electric, water, and sewer services, customer service calls, face to face customer service, and utility collections activities.
Managed operations in collecting over 170 million dollars in revenue.
Created consistent reporting structure to monitor daily metrics and identify areas of opportunity for both the call center and walk in center.
Created Progression Reviews to ensure my supervisors are growing and developing their career paths towards their next goals.
Created and implemented metrics for performance based reporting on specialized services as well as call center industry standards.
Managed volumes of 1500 calls per day, 300 walk in customers per day, and 600 cashier transactions per day.
Revamped the extension process to include guidelines and consistency from customer to customer Initiated consistent call monitoring and coaching program to enhance each representative's abilities as well as creating consistent customer satisfaction.
Experience
7-10 Years
Level
Management
Education
Bachelors In Sociology
Customer Service Unit Manager Resume
Headline : Highly energetic customer service associate who consistently exceeds above expectations. Exceptional interpersonal communication and leadership skills. Wanting to utilize skills and experience to benefit the company and grow with professionally.
Skills : Capable Of Handling Many Tasks, Versatile In Any Company, Goal Oriented And Highly Ambitious. Proficiency In MS Office, Mac OS X.
Description :
Devoted, highly enthusiastic lead member to coach and train a large team of agents.
Hold team meetings and team building activities, assisted in coaching and individual skill building.
Tracked and sent out daily reports as well as answer questions based on the job and helping the center thrive.
Received several awards based upon performance and management skills.
Helped the site achieve it's goals over other centers.
Used Multitasking, management skills, strong coaching and team building skills.
Joined the software transition team and owned the migration of all Budget Billing accounts, developing an audit mode for reviewing over 1500 accounts.
Experience
5-7 Years
Level
Executive
Education
High School Diploma
Customer Service Unit Manager Resume
Objective : Self-motivated, possess a high degree of professional integrity. Skilled in applying a logical, common sense approaches to seeking practical solutions. Well-organized, inquisitive problem solver who enjoys challenges and thrives in an interactive environment. Communicate effectively when dealing with people of diverse interests and levels of authority. Develop rapport easily and motivate others to maximize cooperation.
Skills : Managing People, Managing Projects, Developing Procedures, Team Building, Decision Making, Research, Customer Service, Microsoft Office Suite.
Description :
Managed a staff of 16-20 Customer Service representatives.
Instilled a positive, service-minded attitude and a feeling of pride in a job well done by demonstrating a personal enthusiasm and team spirit.
Monitored staff quality and productivity to improve customer interaction and response.
Responsible for hiring new staff.
Conducted interviews and submit offers out to potential new hires.
Conducted performance reviews and communicate corrective actions.
Maintained adequate coverage for telephones to achieve established service levels.
Experience
2-5 Years
Level
Junior
Education
GED
Customer Service Unit Manager Resume
Summary : To obtain a Customer Service Unit Manager position that will offer new challenges and rewards to help me move forward on my career development. Work.
Skills : Microsoft Office, French language , Spanish language .
Description :
Provided coaching, development and feedback to Service-Plus Queue Unit Managers to assist with achieving maximum sales results.
Served as a chief liaison to the Sales Research Team and First Party Fraud which results as the point of contact for the entire Sioux Falls Site.
Created & managed Incentive program for all customer service employees, including purchasing monthly auction prizes & awards deck, organizing Excellence Luncheon for award winners, organize monthly recognition ceremony, run monthly WOW Call meetings for CORE, create monthly CORE incentives to drive results Effectively uses ADC & Call Center Performance to monitor, coach, train, and develop staff.
Facilitated several skill-builders and training sessions that were beneficial to the agents as well as my peers.
Actively participated in new pilots offered to the Sioux Falls site which included Best Buy Reward Zone project as well as the Hardship test.
Worked with staff on methods to better improve their productivity and improve on their overall performance.
Worked with management team to achieve all key performance indicators.
Experience
10+ Years
Level
Senior
Education
B.S. In Business Management
Customer Service Unit Manager Resume
Summary : As a Customer Service Unit Manager, responsible for Providing continuous feedback and coaching to improve and maintain high-quality customer experience, effectiveness, and efficiency metrics,Actively monitoring work/queue assignments to ensure maximum efficiency and coverage.
Skills : Microsoft Office, Intuit, Webex.
Description :
Managed and monitored call volume within department as well as global sister sites, assisting in the daily direction of the department;s operations and development of goals.
Interviewed, trained, coached, and evaluated employees.
Maintained and updated all employee career goals and the training completed.
Processed all payroll, as well as all attendance records with any necessary corrective action.
Ensured all call are evaluated and rated according to polices and procedures.
Provided feedback on improvement and reinforce positive behaviors.
Responsible for department budget, collecting and paying all invoices, and planning for future budgets.
Experience
10+ Years
Level
Senior
Education
English
Customer Service Unit Manager Resume
Objective : To create and implement management capabilities and ideas by creating value and becoming an integral part of a quality executive management team.
Skills : Microsoft, Gate Manager, Work Bridge, Management, Supervisor, Aviation.
Description :
Responsible for twenty Customer Service Representatives in day-to-day call center environment for ten of the top one hundred credit card portfolios.
Responsible for monthly reviews, motivation, and daily performance/service levels.
Monitored of inbound calls to insure quality and client requirements.
Coordinated cohesion between internal customers including
ot limited to collections, credit, and customer service.
Managed overtime/undertime of up to 300 customer service representatives for above mentioned portfolios, reported cost/savings to middle and upper management.
Assisted in design and implement 24 by 7 realignment of schedules for representatives, team leaders, and supervisors in Customer Service area.
Coordinated shipments and deliveries.
Experience
2-5 Years
Level
Executive
Education
Bachelor Of Science
Customer Service Unit Manager Resume
Objective : As a Customer Service Unit Manager, responsible for motivating and developing associates and help them achieve their career goals, Executing flawless management of projects assigned and contribute to the aggressive growth goals, and also Ensuring timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.
Skills : Bilingual English and Spanish.
Description :
Responsible for the Beta Testing for the entire Henderson site Responsible for the management of 8 to 19 Customer Service Representatives.
Responsible for the monitoring of representatives with the issuing of feedback from those monitors.
Incorporated team moral with the team unity with the implementation of team contest.
Issued team moral between 5 unit manager's teams with the implementation of scavenger hunts and thought process contests.
Oversaw the daily reports for each associate with daily feedback regarding attendance and productivity from the previous day.
Devised with each representative individual career goals within Aria Responsible for issuing of month end reports to contribute to the representative's development and personal goals.
Initiated and implemented a customer feedback tracking system as part of continuous improvement in the area of customer service.
Experience
2-5 Years
Level
Executive
Education
Diploma
Customer Service Unit Manager Resume
Summary : 10 years of academic teaching experience, including overseas teaching experience (Asia) A deep commitment to encouraging and continuing education Ability to teach courses in the areas of: - Principles of Marketing - Marketing Research - Business to Business - Advertising - Global Business - Public Relations - Consumer Behavior - Marketing Management - New Product & Service Marketing - Marketing during Recession Developed and implemented 2 Topics courses for the college I taught in.
Skills : Microsoft Office, Planning Skills.
Description :
Managed inventory tracking and recording of spare parts.
Worked cross-functionally to provide medical evaluations to DLS operations, and Appeals unit.
Served as a clinical subject matter expert to disability case managers and provide clinical analyses related to functional impairment and work capacity.
Conducted peer clinical and/or appeal case reviews.
Partnered with treating providers to gain insight into medical restrictions and limitations, determine levels of employee functional capacity and assist with return-to-work plans.
Provided guidance for operations teams.
Provided continuing education for case management staff.
Experience
10+ Years
Level
Senior
Education
M.B.A
Customer Service Unit Manager Resume
Headline : Responsible for Supporting systems, workflow, and reporting-related requirements of the unit. Identifies trends and opportunities for additional associate training on unit workflow and processes, Monitoring unit workflow and processes, and identifies opportunities for improvements.
Skills : Critical Thinking, Supervising Skills.
Description :
Worked with our operations, appeals and vendor teams to assist in the creation of a new integrated clinical management model.
Assisted in the development of clinical tools, templates, processes, and protocols under the direction of the Clinical manager.
Traveled up to 30% domestic and international.
Experience in disability management industry managing STD or LTD claims.
Understood of regulations under FMLA, ADAAA, EEOC and OFCCP and various state and local leave of absence laws.
Utilized Review experience and/or experience using specific clinical criteria or protocols.
Exercised sound critical thinking and problem-solving skills and execute position responsibilities with minimal guidance.
Experience
5-7 Years
Level
Executive
Education
MS
Customer Service Unit Manager Resume
Headline : Customer Service Unit Manager with 5 years of experience in providing administrative support to associates to help in identifying and resolving workflow and process issues, Assisting leads and management with the implementation of new and existing non-clinical policies and procedures.
Skills : Administrative Skills, Time Management.
Description :
Demonstrated ability to confidently communicate to Physicians, and every level of an employees treating provider team.
Experienced navigating a large organization and engaging multiple stakeholder groups with varying levels of clinical knowledge.
Defined and measured performance metrics (monthly scorecards, annual appraisal) and clearly communicate to associates.
Managed business level metrics (production levels, occupancy and adherence) to high efficiency standards.
Shared in the accountability for a business level function team (logistics, quality, innovation, morale).
Ensured timely, thorough resolution of all escalated issues.
Monitored call & email queues throughout the day to ensure compliance with team performance metrics.
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