Customer Care Manager Resume Sample

4.8
15 votes

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Loyce Jaskolski
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Work Experience


Customer Care Manager
07/2015 - PRESENT
Los Angeles, CA
  • Monitors customer service representatives’ interaction as a tool to ensure the application of quality, customer care, sales skill usage, and to assess training needs
  • Manage contact centre operations efficiently and effectively in order to meet customer’s expectations proactively via phone, mail, fax, email, webchat or website whilst adhering to stipulated service level agreements
  • Function as the key contact point for Board members
  • Develop strategies to meet Consumer Operations business strategy and vision
  • Initiate continuous improvement to processes and systems in service provision and service recovery through frequent and scheduled audits and analysis of service incidents and complaints
  • Plan the annual operational plan in conjunction with eWorkforce
  • Work experience including both customer facing internal roles
  • Passion for creativity and technology
  • Demonstrated expertise developing and using metrics to drive process and quality
Customer Care Manager, Backline Department
03/2011 - 02/2015
Philadelphia, PA
  • Experience interfacing with engineering, architecture and operations teams within a communication provider or wireless service/network provider
  • Experience with pulling together detailed project reports and managing risks, issues and dependencies
  • Comfortable working across disciplines to have a whole-business approach to customer care
  • Experience running projects from concept through delivery to finish at the highest quality level
  • Support Team by being available to answer questions and coach throughout the Customer Care Center
  • Manage, motivate and support direct reports
  • Conduct monthly one on ones, identify coaching opportunities, and discuss career paths
  • Set goals for Representatives, Coaches and Leads career growth and development
Global Customer Care Manager
01/2006 - 12/2010
Detroit, MI
  • Administer performance counselings, write-ups, and improvement plans
  • Coach Team to ensure that contact center KPIs are consistently being achieved
  • Responsible for monthly quality monitoring evaluations for Representatives, Coaches and Leads
  • Conduct desk side monitors and feedback sessions with Representatives
  • Develop coaching plans for quality improvement
  • Participate in calibration sessions to ensure that quality standards are being maintained throughout the contact
  • Manage the Customer Experience team to effectively deal with customer enquiries, including; order entry, complaint resolution, order enquiry, pricing queries, product availability, delivery lead times, warranty claims, RMA’s and so on
  • Ensure that all customer interaction and transactions are recorded and tracked effectively by the team in the ERP & CRM systems
  • Drive operational excellence in order validation, information alignment, and continual improvements

Education


Herzing University - Kenosha Campus
2002 - 2006
Bachelor's Degree in Business

Professional Skills


  • Strong organizational and time management skills, including the ability to work under pressure and prioritize appropriately in a fast-paced setting
  • Excellent organizational skills to manage multiple task/priorities simultaneously
  • Excellent interpersonal skills and communication skill
  • Excellent analytical skills. Experience with change management and driving continuous improvement activities
  • Demonstrated success working effectively under pressure while managing and organizing multiple projects and priorities
  • Excellent leadership, team building and coaching skills
  • Functional, technical, and operational organization skills required, including the ability to develop strong alliances at all levels within the organization

How to write Customer Care Manager Resume

Customer Care Manager role is responsible for customer, leadership, interpersonal, training, performance, organizational, coaching, excel, analytical, microsoft.
To write great resume for customer care manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Customer Care Manager Resume

The section contact information is important in your customer care 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
  • Email
  • Telephone number

Work Experience in Your Customer Care Manager Resume

The section work experience is an essential part of your customer care 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 care 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 care manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Customer Care Manager resume experience can include:

  • Strong anylitical skills using Excel, BI or BW
  • Strong data analytics skills and ability to translate data into actionable information
  • Has strong follow up and follow through skills
  • Proven leadership experience of customer service and sales team, preferably gained in a luxury environment, with strong commercial acumen
  • Excellent verbal and written communication skills are require
  • Data-driven with strong time management skills

Education on a Customer Care Manager Resume

Make sure to make education a priority on your customer care 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 care 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 Care Manager Resume

When listing skills on your customer care 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 care manager skills:

  • Good people management and problem solving skills
  • A valid driver’s license, good driving record, and the ability to safely operate lift trucks
  • Strong computer skills, including MS Office, ability to learn new programs
  • Valid driver’s license, good driving record and valid auto insurance coverage required
  • Experience in a related leadership role, directly managing others. Prior call/contact center experience required
  • Organized, detailed, with strong multi-tasking skills

List of Typical Experience For a Customer Care Manager Resume

1

Experience For Customer Care Manager, Backline Department Resume

  • Continually assess and improve work processes and systems to improve customer experience and meet business requirements, including such aspects as process flow and data integrity
  • Two years’ leadership experience or proven ability to perform to the highest leadership standards as demonstrated by outstanding performance
  • Experience managing a team in a call centre environment, including budgeting and cost managing
  • Proven mentor and motivator with a clear understanding of the Support requirements, customer base, and challenges facing a fast-growing company
  • Experience working within the laboratory setting and/or in hospital sales position
  • Highly skilled in create a compelling and defining vision and goals that inspire the team
  • Improve VOC analysis, customer journey mapping, benchmarking, gap analysis and new technologies required to enhance the experience of TE’s customers
2

Experience For Assistant Customer Care Manager Resume

  • Functional leadership of the GI installed base team at Research Park, including recruitment, team/talent development, skill set improvement, and mentoring
  • Coordinates recruiting, staff performance, and ensures effective working relationship with Small Diverse Business partners and contingent suppliers
  • Handle and enhance customer experience from booking of cargo till import cargo delivery including return of empty equipment into Maersk Line custody
  • Drive for constant improvement of the customer experience , constantly reviewing and improving support process and procedures
  • Assign incoming cases to team, ensuring the resource assigned have the correct skill set and bandwidth to resolve the case
  • Ensures reporting effectiveness and relevance, overseeing the application of business intelligence tools to manage deliverables and analytics
  • Experience with collaborative management and coaching style capable of managing others in rapid and constant change
  • Relevant experience with customer relations, customer service and accounting / back office with increasing levels of responsibility
3

Experience For Global Customer Care Manager Resume

  • Solid understanding of EDI infrastructure and capabilities
  • Solid understanding of a hospital laboratory workflow, instrumentation, infrastructure and organizational culture
  • Strong understanding of the hospital and/or laboratory leadership structure with an ability to navigate through the political nuances of that structure
  • Extensive knowledge and experience of managing Customer Service Operations
  • Experience in supervising a Customer Service or Call Center unit with similar responsibilities
  • Work cross-functionally with the operations, engineering, and product teams to drive improvements to the entire customer experience
  • Extensive working experience in Customer Care
  • Solid understanding of a customer care function
  • Ensure “Raving Fan” status in spare parts and product support through strong Voice of Customer focus & programs
4

Experience For Customer Care Manager / Dach Region Resume

  • Prepare and distribute effective and informative brochures and literature concerning the company and products
  • Work in a fast-paced environment and re-prioritize to meet changing business needs
  • Provide input for the New Hire Training Program and ensure effective execution for modules delivered by Support
  • A passion for delivering premier customer experiences
  • Knowledge of HR practices and proven partnering in areas of recruitment, performance- management and employee relations
5

Experience For Customer Care Manager, VP Resume

  • Management or leadership experience (e.g., leading a team or project)
  • Experience at a representative or higher level working in a comprehensive call center operation
  • Five to Eight years of experience in a customer services role (consulting, services, support, or account management)
  • Accountability for meeting commitments and deadlines. Demonstrates principled leadership and sound business ethics
  • Creates an environment that fosters teamwork and accountability that positively impacts the customer experience
  • Demonstrates courage amidst change and the ability to lead, motivate and energize teams in transition
6

Experience For Customer Care Manager, Singapore Resume

  • Demonstrates the ability to influence and gain support from team members not under direct control
  • Ensure effective implementation of Offer to Cash process to maximize profitability and increase the customer service level
  • Strong contributor to SAP implementation
  • Strong familiarity with AS400-based ERP systems
  • Highly organized, with strong and disciplined program and project management
  • Responsible for maintaining an exceptional and luxury service experience for our global customer, 24 hours a day, seven days a week
  • Proven ability to manage a team of people, from performance and development perspective
7

Experience For Comcast Business Customer Care Manager Resume

  • Enior contact center/vendor management experience in a multi-channel environment
  • Proven success in ensuring team and individual KPI targets are continuously met
  • Experience in dealing with escalated customer complaints
  • Previous working experience as leader in Customer Care is ideal
  • At least 5 – 6 years’ experiences with leadership responsibilities
  • Trains Contact Center staff on policies and processes to maximize productivity and enhance the customer service experience
  • Experience in customer service or a high-volume distribution environment
  • Highly Skilled in MS Office (Excel, Word)
  • Strong ability to map out processes for team reviews
8

Experience For Customer Care Manager, Director Resume

  • Other Key Competencies needed: Manages Complexity, Interpersonal Savvy, Action Oriented, Builds Effective Teams
  • Helping to set the strategy and direction of the GI Ultrasound business and driving continuous improvement of systems, products, and processes
  • Assisting Head of Customer Relations in running day to day affairs of the function, as and when required
  • Managing and developing a team of 15 – 20 representatives. Responsible for the overall direction, coordination, and evaluation of the team
  • Handling of complex guest calls and assisting team members to provide creative solutions
9

Experience For Customer Care Manager, Grc Resume

  • Functioning in matrix organization with broadening accountability
  • Leading change through creative solutions to unstructured product, process, and system design issues
  • Policing of global policies, processes and data quality
  • Ensuring team’s adherence to VOC (Voice of the Customer) SLA to achieve target Net Promoter Score
  • Understanding of contract management
  • Assisting Head of Customer Relations in various assignments and projects, as and when advised
10

Experience For Elavon Customer Care Manager Resume

  • Resolving problems; completes audits; identifies customer service trends; determines system improvements; implements change
  • Overseeing the appropriate use of customer and sales data for customer and business decisions
  • Managing the execution of operational processes across a complete sales cycle to meet service level objectives and targets
  • Working understanding of some financial costing topics (Gross Profitability, Standard Costing, Variable Costing)
  • Recruiting, managing and developing technical and non technical Rackers
  • Resolves customers’ ordering, shipping and billing complaints by performing activities to resolve the problem

List of Typical Skills For a Customer Care Manager Resume

1

Skills For Customer Care Manager, Backline Department Resume

  • Excellent organizational skills & interpersonal skills
  • Strong collaboration skills, with the ability to lead with/without direct authority
  • Excellent process analysis and project management skills
  • Effective leadership/supervisory skills
  • Excellent communication, interpersonal, customer care, organizational and computer skills
  • Developing skills and ability to budget
  • Experience of working on a wide range of projects both in value and complexity as well as having experience of dealing with post completion defects
  • Leadership experience required (Leadership experience can include: leading projects, supervising interns or co-ops, etc.)
2

Skills For Assistant Customer Care Manager Resume

  • Demonstrate project management experience in planning and organizing data from various environment
  • Effectively communicate and interface with other business functions including sales, finance, marketing, business line and so on
  • Proven experience working in a customer facing role
  • Computer skills including the ability to work on common applications such as Excel, Word, PowerPoint and Outlook
  • Experience using business ERP systems SAP Experience with case management
  • Assist in the delivery of wider business goals by integrating effectively with other business units
  • Confidence and skills to resolve difficult customer issues while balancing the needs of both Coach and the customer
3

Skills For Global Customer Care Manager Resume

  • Experienced in interfacing with internal and external customers towards effective management of a project or customer expectations
  • Able to work in a teaming environment are essential skills
  • Experienced interfacing with internal and external customers towards effective management of a project or customer expectations
  • Good knowledge and experience in training is preferable
  • BS or BA or equivalent experience and 5+ years of experience in manufacturing or customer service
4

Skills For Customer Care Manager / Dach Region Resume

  • A number of internal departments within the company, located globally to ensure that individual and large scale issues are being resolved effectively
  • Great customer, stakeholder and colleague engagement skills
  • Computer proficiency: PowerPoint, Excel and other Microsoft Office Programs skills
  • Inside sales experience as well as external sales experience
  • Work effectively in diverse groups
  • People management experience. ( 3 or more years of experience)
  • Language skills: English (written & verbal) + country specific language German, potentially French and Italian
5

Skills For Customer Care Manager, VP Resume

  • People and performance management skills
  • Solid experience in insurance is preferable
  • Excellent written English and Chinese correspondence skill
  • Ensure all KPI’s such as Inventory, Customer Service (OTIF) & financial metrics are monitored effectively and achieved
  • Prior management and leadership experience
  • The ability to coach, mentor and develop a strong team is essential, A proven record of success in customer service
6

Skills For Customer Care Manager, Singapore Resume

  • Chair work meetings effectively
  • Five years' experience in a Customer Call Center with 2 years prior supervisory/management responsibility
  • Previous experience with AS400 and/or in the transportation industry, strong assets
  • Communicate clear change goals and update progress regularly by creating detailed action plans; organize and schedule people and tasks effectively
  • Responsible for providing coaching and assistance to improve team leader management skills
  • Working experience with Oracle and CRM systems
7

Skills For Comcast Business Customer Care Manager Resume

  • Gaming industry experience is an added advantage
  • Working experience in consumer marketing
  • Experience in mentoring, coaching and training a team, ideally both technical and non technical roles
  • Receive, log, track and close out defect reports from customers within agreed timescales, during Making Good Defects Period and ongoing Latent Defect Period
  • Two (2) years’ experience in directing, coordinating and supervising staff
  • Responsible for staffing Customer Care team and organizing/prioritizing activities to achieve goals
8

Skills For Customer Care Manager, Director Resume

  • Experience in managing / leading a team of at least 10 members
  • Manage obtaining and evaluation of voice of customer / customer surveys / NPS and working to drive customer experience improvement actions
  • Experience with call monitoring systems and producing analysis of
  • Experience managing a “remote” workforce
  • Assure compliance with FDA Quality System Regulations (QSR), Good Manufacturing Practices (GMP), and ISO regulatory requirements
  • Demonstrated success in selling enterprise-class analytic solutions.Basic Qualifications
  • Experience in order processing systems
9

Skills For Customer Care Manager, Grc Resume

  • Experience in a business related function, preferably sales, finance, or accounting
  • Experience working with sales organizations and customers
  • £36,000 - £43,000 (depending on experience)
  • 8 – 10 years of experience working in a multi-channel call center environment with at least 5 years in a leadership/management role with a team of 25 or more
  • Experience in customer care, inside sales analytics including response rates, root cause analysis, etc
  • Min. 10 years working experience in insurance or financial industries
10

Skills For Elavon Customer Care Manager Resume

  • Previous experience in demonstrating positive leadership in areas such as order entry, order management and order resolution
  • Lead the team to deliver a best-of-breed customer experience, including 24/7 customer support
  • Maintain effective and ongoing partnerships with internal customers/business partners (3PL, Delivery Distribution Center, local field teams, and Retail)
  • Maintain good relations with existing customers
  • Organize/prioritize many concurrent tasks in a fast-paced environment, maintaining keen attention to detail and follow-through
  • Five (5) years’ experience in customer service and/or homebuilding
  • Sets priorities for the team to ensure task completion and performance goals are met, such as quality adherence, service level and average handling time
  • Proven operational, team player who can set direction and delivery within challenging market conditions
  • Sales experience and background of successfully mentoring others in consultative sales and inside sales

List of Typical Responsibilities For a Customer Care Manager Resume

1

Responsibilities For Customer Care Manager, Backline Department Resume

  • Provide leadership to team of customer care consultants Lead Consultants, ensuring they are inspired, engaged and motivated. Constantly seeking to be the best and exceed expectations
  • Strong communication skills; demonstrated ability to discuss technical information and be able to articulate clearly, concisely and accurately throughout
  • Entrepreneurship, creative thinking and strong communication skills
  • Strong customer service skills, with an emphasis on customer needs and organizational savviness is required
  • Strong communication skills (written, verbal, presentation and facilitation)
2

Responsibilities For Assistant Customer Care Manager Resume

  • Excellent communication skills, includes verbal, written and presentation forms. Mastery in English and local language as well as other languages as required
  • Strong communication skills both verbal and written, and the ability to work autonomously
  • Assess skills of Customer Care associates, identify gaps, determine methods to provided required training
  • To meet the agreed targets effectively and efficiently through the active sale of services and through proactive provision of services
  • Proven ability to collaborate and build strong relationships with customers and internal stakeholders
  • Demonstrated experience as a thought leader
3

Responsibilities For Global Customer Care Manager Resume

  • Strong skill set of excel
  • Relevant experience with management, customer relations, customer service and accounting / back office with increasing levels of responsibility
  • Implement and drive ongoing member experience improvement initiatives
  • Experience working within Aviation, preferably Business Aviation or Airlines
  • Confident, demonstrating a ’can do attitude’ and has a strong belief in their own ability to succeed
  • Provide continuous performance feedback and coaching to staff in order to improve the customer experience
4

Responsibilities For Customer Care Manager / Dach Region Resume

  • Manage and prioritise workload to ensure business KPIs are effortlessly achieved on a daily, weekly and monthly basis
  • Recruit new talent, coach and develop Customer Care Professionals that embrace the vision and improve performance by delivering exceptional customer experience
  • Analyze and enhance best practices, processes, and procedures to improve efficiency and effectiveness of services delivery
  • Customer care experience required
  • Measure customer experience data to identify trends and make recommendations for improvement
  • Maintain excellent relationships and communication with global stakeholders
  • Experience in Customer care / service industry
  • Strong IT literate – no excuses!
5

Responsibilities For Customer Care Manager, VP Resume

  • +7 years experiences in Customer Support with people management
  • Good technical basis and product knowledge
  • Demonstrated ability to direct the work of other functional organizations
  • Relevant job experience
  • Experience in people management position
  • Demonstrated ability to direct the work of other functional organizations and deliver proactive results in fast paced environment
  • Demonstrated ability to influence and collaborate across diverse organizational boundaries
6

Responsibilities For Customer Care Manager, Singapore Resume

  • Experience in a customer environment
  • Experience in people management position
  • Related experience or equivalent
  • Relevant job experience is described as
  • Services, Merchant, Retail or related experience
  • Retail or call center management experience
7

Responsibilities For Comcast Business Customer Care Manager Resume

  • Strong relationships built with operational teams
  • Strong relationships built with clients and other stakeholders
  • Support Customer Care team for escalation of problem resolution, complaints and prioritisation issues
  • Experience in a Call Center Environment
  • Partner with IS to enhance the efficiency and effectiveness of all work flow interfaces in order to support/exceed established business goals
  • Build strong relationships with key stakeholders both locally and at a group and market level
  • Related management experience
  • Strong knowledge of patient assistance programs
  • Learn and demonstrate deep knowledge of the business and its capabilities
8

Responsibilities For Customer Care Manager, Director Resume

  • Strong knowledgeof patient assistance programs
  • Successfully demonstrate the ability to motivate others
  • Three or more years of experience with Human Capital Management, Financial Management, or Payroll applications
  • Proven ability to engage across corporate functions (Services, Legal, Operations)
  • Strong customer service and relationship focus is critical
  • Customer Service experience in a Customer Service environment
  • Computer literate with experience in MS Word and Excel
  • Experience in a customer service operation
9

Responsibilities For Customer Care Manager, Grc Resume

  • Effective management of high risk escalations
  • Multi-task under tight deadlines and have a strong sense of urgency
  • A strong technical awareness of construction techniques and solutions
  • Technical Inside Sales experience
  • Experienced Customer Service Representative
  • Cost effective – Save time, fuel, money, and other resources
10

Responsibilities For Elavon Customer Care Manager Resume

  • Detail oriented and able to prioritize
  • Solid knowledge of Customer Service and Call Center processes
  • Build, train and motivate a strong work force
  • Experience with Microsoft Dynamics ERP
  • Demonstrate previous excellence in HVAC sales
  • Good organizational ability - Open to new challenges, reliable and flexible, work independently
  • Customer focus and excellent business acumen
  • Strong self-initiative and resultsdriven

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