Customer Service Team Manager Resume Sample
Hector Ward
5697 Carlos Radial,
Dallas,
TX
+1 (555) 541 1912
Work Experience
Customer Service Team Manager
08/2017
-
PRESENT
Dallas, TX
- Lead Production Manager and other team members to ensure that the overall company objectives and high customer service standards are achieved
- Liaising with various departments gaining full awareness of upcoming mailing schedules to implement proactive forecasting plans. As well as identify what excellent service looks like within the business to raise internal recognition of the function
- Leadership and management of staff (including staff located regionally)
- Communication at all levels of the Department of Finance, Services and Innovation, and with external stakeholders
- Extensive use of databases and other technologies
- Oversees a staff responsible for the research and resolution of customer inquiries and problems related to products and services of the assigned area. Handles or assists in resolving technical and/or complicated transactions and operational issues
- Ensures prompt and efficient service and processing of transactions, correspondence, documentation, etc. as applicable to minimize loss and provide maximum customer service
Claims & Customer Service Team Manager
01/2013
-
06/2017
Houston, TX
- Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follows up with resolution of problems and procedures to ensure timely response and customer satisfaction
- Ensures compliance to applicable internal policies and procedures; responds to internal audits and certifications
- Maintains awareness of applicable regulatory requirements ensuring compliance with Federal and state laws and regulations
- Maintains strong knowledge of all products and services offered in assigned area. Keeps current on new products and services as well as changes to existing products and services
- Develops, implements and maintains new and revised department operating policies and procedures to increase quality of service and productivity
- Produces departmental reports for management review
- Develops quality standards by forecasting work volume and staffing needs for the functions performed in the assigned area
- Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Approves employee time worked records, work assignments, vacations, sick leave, etc. Executes employee relations, training and affirmative action policies
Customer Service Team Manager, Lincolnshire
11/2008
-
08/2012
Detroit, MI
- Customer Service/Call Center Experience
- Experience in directly leading and managing Team Leaders or equivalent Supervisory experience (leader of other leaders with direct reports)
- Demonstrated ability to develop, implement, and evaluate impact of business strategies and process improvements
- Proven ability to effectively communicate business strategy and direction
- Experience with employment practices in accordance with all local and Federal regulations
- Take incoming customer calls as required
- Identify any ‘add value’ opportunities in order to enhance customer satisfaction and deliver additional revenue
- Being the ‘Customer Champion’ challenge existing process/systems that stand in the way of driving customer delight by placing the customer at the heart of everything we do
- Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
Education
Globe University / Minnesota School of Business
2002 - 2007
Bachelor's Degree in Business Management
Professional Skills
- Demonstrates a high level of interpersonal skills, skilled at relationship building
- Excellent negotiation, interpersonal and communication skills
- Experience delivering great customer experience while effectively managing third party providers, operational risk and compliance objectives
- Strong communication, coaching, and leadership skills
- Professional and flexible attitude, with excellent time management and organizational skills
- Motivational, listening and problem-solving skills
- Competent and professional writing skills and phone behavior
How to write Customer Service Team Manager Resume
Customer Service Team Manager role is responsible for leadership, shipping, finance, training, integration, procurement, trading, planning, reporting, research.
To write great resume for customer service team manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Team Manager Resume
The section contact information is important in your customer service team 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 Service Team Manager Resume
The section work experience is an essential part of your customer service team 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 service team 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 service team manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Team Manager resume experience can include:
- High standards of computer literacy and keyboarding skills
- Role model contact handling skills
- Proven ability to work independently and make decisions using good judgment
- Commercial understanding – or desire to further develop commercial skills
- Effectively communicate team and business goals which drives colleague engagement
- Leadership, motivation and engagement skills
Education on a Customer Service Team Manager Resume
Make sure to make education a priority on your customer service team 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 service team 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 Service Team Manager Resume
When listing skills on your customer service team 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 service team manager skills:
- Effective time management and good organisational skills
- Strong leadership, interpersonal, planning, organizational and negotiation skills
- Proven ability to effectively build relationships across the organization
- Effective leadership skills with the desire to coach others
- Demonstrable evidence of working within and supporting a team to achieve excellent customer service
- To ensure your team work efficiently and effectively to process their workloads against agreed volumes within their working day
List of Typical Experience For a Customer Service Team Manager Resume
1
Experience For Claims & Customer Service Team Manager Resume
- Exemplary communications and leadership skills
- We are looking for people who are able to understand our customer´s needs and provide a premiers customer experience
- Evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience with focus on Quality and Delivery
- Prioritize and manage customer service projects and initiatives
- Solicit customers to provide feedback on representatives and customer service experience
- Continuously monitor the processes to meet the intended customer experience and drive improvement of the customer journey
- Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level)
- Experience with operational management practices and tools
2
Experience For Call Center Customer Service Team Manager Resume
- Strong focus on retention of customers and strategies to support it
- Min. of 8 years of experience in customer support management
- To lead and develop a team of CSA’s to deliver service excellence offering full support on all work streams
- Ensure CSA’s understand and adhere to company policies and procedures, advise accordingly to ensure consistent working practices in relation to fairness and equal opportunities
- Visit customers for direct feedback on team, prepare their procurement departments for upcoming changes, and improve service levels and communication
- To perform regular performance reviews and half yearly appraisals, dealing with any under-performance issues correctly and in a timely manner
- Adhere to HR policies and procedures to provide a fair and consistent approach to managing staff
3
Experience For Customer Service Team Manager, Lincolnshire Resume
- Provide real-time support to agents for queries and problems including temporary work activity support
- Acts as a role model, taking ownership of their own performance
- Have a sound understanding on the various International payments terms
- To take responsibility for coordinating team response to the Urgent Shut Down process
- Work with legal, exports and banking departments, to ensure all contracts are delivered within contract scope
- Responsibility for performance management of team including disciplinary process if appropriate
- To ensure maximum efficiency of the team through liaison with key personnel and by sharing of best practice with other Managers
4
Experience For Customer Service Team Manager Resume
- To ensure all individuals in the Team, and the Team itself, consistently meet/exceed all targets and performance measures including admin teams
- Lead a quality and customer focused approach across the department, ensuring customer outcomes are appropriate and fair
- 14) Resolves all conflicts or controversy to facilitate meeting established
- Flexibility to work in a changing and dynamic environment and lead a team in this environment
- Innovative approaches to problem solving and a focus on continuous improvement
- Financial Business Analysis and reporting
5
Experience For Claims & Customer Service Team Manager Resume
- Customer Service Professionals, I, II & III
- Customer Service Support Reps
- Coach, motivate, train, develop, and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices from customers, peers, management and others
- Ensure employees' adherence to AT&T Mobility policies and procedures, including the Code of Business Conduct
- Team Managers are ultimately responsible for and accountable for their teams' meeting all the established performance objectives
- Maximize team productivity, to meet established goals (key metric). Includes support of established eCommerce goals and integration of eCommerce into daily operations
- Support targeted sales goals via up-sell, cross-sell techniques. Direct involvement in the selling process, including customer visits as needed and strategy development
6
Experience For Call Center Customer Service Team Manager Resume
- Direct the daily operations of their customer service team through positive communication and data-driven daily management
- Hire, mentor & coach their team
- Train staff on how to address problems via phone or written correspondence
- Ensure customer service levels and standards are met
- Investigate and solve customer’s escalated or complex problems passed on by the team
- Identify & implement strategies to improve quality of service, productivity & profitability
7
Experience For Customer Service Team Manager, Lincolnshire Resume
- Compile and analyze data on overall customer satisfaction
- Know when to escalate complex customer issues or order requirements to the appropriate level of authority
- Continuously monitor team performance against established KPIs to coach and develop the team for improvements to quality and customer service and develop a professional and customer-focused team
- Be the first point of escalation for any problems or issues encountered by any member of the team and perform root cause analysis of any issues
- To drive ownership and proactivity within the team
- We are looking for a person who has a business and customer understanding, with experience from customer service preferably in the transport/shipping industry, but this is not essential
- Adapt to change in a positive way and be a role model
8
Experience For Customer Service Team Manager Resume
- Lead, motivate and manage the Correspondence team to deliver a high-quality service for the customer and business
- Drive performance of individuals, the team and the process
- Actively seek to generate and identify new opportunities to reduce waste, increase efficiency and improve the Correspondence process
- Understand and participate in performance management processes
- Take ownership for development of team members and self
9
Experience For Claims & Customer Service Team Manager Resume
- Motivate and encourage active participation of team in department and business initiatives
- Regular visits to all team members for a 1-2-1
- Provide updates to internal and external clients
- Escalate non-standard queries to the Operational Support Manager
- Knowledge of SLA’s and KPI’s in line with the contracts
- Work with the operational teams to monitor and resolve any issues and request additional support where required
- Attend and actively contribute to Monthly contract & financial Meetings
- A Customer Care qualification
10
Experience For Call Center Customer Service Team Manager Resume
- Highly motivated and able to motivate and inspire others
- Knowledge of Concept or similar CAFM system
- Financial Awareness and commercially aware with a clear focus on high quality and control of costs
- Reliable, tolerant and ability to get on with others, with the ability to communicate professionally and effectively, both verbally and in writing, within all levels of the business and to external parties
- Commercially aware with a clear focus on high quality and control of cost Self-motivated, tenacious and result-oriented with a positive outlook
- Relationship building skills – in particular to be a self-starter willing to take the initiative when necessary and excellent ability to work well within a team structure, and support and guide team members as required
- Work on own initiative to a high level of accuracy and to meet deadlines
List of Typical Skills For a Customer Service Team Manager Resume
1
Skills For Claims & Customer Service Team Manager Resume
- Exceptional follow-up and problem solving skills; ability to handle multiple tasks and effectively manages changing priorities
- Implements multiple tasks effectively through effective organisation
- Strong focus and demonstrated commitment to team recognition and development
- Demonstrated ability to define goals, implement processes, prioritize workflow and maintain deadlines
- Advanced computer skills, fluent with Excel and Word
- Proven supervisory and/or management experience is required, preferably in collections
- Adapting coaching methods to enhance performance and customer experience
2
Skills For Call Center Customer Service Team Manager Resume
- Building strong, productive and professional relationships with peers
- Lead and motivate the team to achieve team targets by setting clear objectives and communicating on business issues through effective team meetings
- Excellent problem solving and operational thinking
- To lead a daily briefing at the start of each day with your team ensuring clear focus on individual and team priorities for that day
- Proactively communicate with CS Managers regarding work flow, staffing issues/performance, and customer experience items
3
Skills For Customer Service Team Manager, Lincolnshire Resume
- Experience of providing positive solutions to operational issues that arise, using creativity and innovation
- Management and coaching experience in either a customer facing role or a contact centre role
- Strong commitment to servicing customers
- Capable of developing strong customer relationships
- Experience leading people through significant operational and personal change
- Previous experience working within the hire industry
4
Skills For Customer Service Team Manager Resume
- Experience with SharePoint, web-based tools, and work order management and reporting software
- Experience in billing, and reconciliation knowledge
- Advance SAP experience operating; Windows, Word, Excel, Power Point and Access
- Experience of working in CC Environment
- Experience working to budgets in line with KPI’s
- Maintain current regulatory, product and business knowledge through effective and engaging communication
- Train staff to deliver excellent customer service, finding win-win scenarios between GVR and its customers
- Plan, prioritize & delegate work tasks to ensure proper functioning of the department
5
Skills For Claims & Customer Service Team Manager Resume
- Proven ability to drive conflict resolution
- Serves as an escalation point of contact for issue resolution, disaster recovery, and day-to-day issues that put customer/client experience at risk
- Experience in Leadership/ Management role
- Proven ability to drive results though accountability
- Frequency and effectiveness of ‘buzz sessions’
6
Skills For Call Center Customer Service Team Manager Resume
- Two to three years of experience in customer service management
- Five or more years of office management and administrative experience in a professional environment
- One to three years Call Center Representative experience
- Min two years experience in Amazon CS or one year in a leadership role
- +5 years of experience in Operations
- Experience in a Leadership position
- Min. of 5 years of management experience
- Experience of Retail/Ecommerce environment
- Promote and demonstrate Third Party Insurance Contact Centre Values
7
Skills For Customer Service Team Manager, Lincolnshire Resume
- Supporting team improvement through coaching, mentoring and training on a regular basis
- Managing and directing a staff of approximately 15-18 Service Advisors
- Leading and encouraging customer focused behaviours
- Handling conflict and managing resolution
- Reviewing and authorising orders via the finance system up to agreed limits
- Dealing with complaints / escalations and then implementing process change based on customer complaints analysis
- Leading and developing a team of 20-25 associates; responsible for the overall performance management, coordination and evaluation of the team
- Creating team identity and accountability
8
Skills For Customer Service Team Manager Resume
- Using MI to focus action and drive improvements
- Managing lates and performance issues
- Drive and facilitate complex discussions and decision-making with Marketing and Engineering during new product introduction or product/pricing changes
- Identify and address staff training & coaching needs, including products & processes
- Oversee training for new hires and existing staff; participate in the delivery of training
- To have a full understanding of all reporting mechanisms and provide accurate reporting daily, weekly, monthly on performance and reasons for contact
- Engage associates in identifying roadblocks, improvements, and surfacing their needs
- Systematic and logical approach to problem solving and conflict handling
9
Skills For Claims & Customer Service Team Manager Resume
- Recruit CSA’s during recruitment campaign’s / peak trading
- Provide guidance on a daily basis to ensure all work is completed according to agreed SLAs and be commercially aware of failing to meet these requirements
- Consistently achieving and/or exceeding targets
- Lead the Customer Service department budget including travel and training
- Interface/support the warehouse and shipping departments in the distribution of parts, ensuring customer requirements are met and delivery meets expectation
10
Skills For Call Center Customer Service Team Manager Resume
- Manage all aspects of Social Media including templates, SLA and logging
- Versatile, flexible, and proactive when resolving issues
- Proficiency with MS Office software, including Access, Visio, Excel and PowerPoint
- Monitor phone stats with CSR’s, schedule training as needed
- Delivery and coaching against formalised plan
- Work extended/flexible hours including weekends, holidays, evenings, etc as necessary
- Normal office working conditions with some travel to customers, group meetings, etc
List of Typical Responsibilities For a Customer Service Team Manager Resume
1
Responsibilities For Claims & Customer Service Team Manager Resume
- Provide guidance on technical issues that cannot be resolved, actively handling those outside the authority or expertise of the team
- Fluent in German, in addition to high English level (Spoken and written)
- Manages performance and behavior of 3-4 front line supervisors through effective 1:1 meetings, coaching, and mentorship as well as indirectly managing a team of 60 Associates
- Keep abreast of any / all changes in company operations and services
- Take ownership for and manage adherence to the requirements of the Training and Competence scheme for yourself and your team. Complete T&C audits and manage the scheme failure policy as necessary
- Provide daily feedback on performance and general information cascade to your team and conduct agreed levels of team 1to1s, meetings and company communication sessions
- Instil Customer and Supplier specific cultural values and behaviours within the team
- Identify and highlight further opportunities for services and process improvements
2
Responsibilities For Call Center Customer Service Team Manager Resume
- Conduct agreed performance scorecard reviews and performance review sessions for team members providing feedback on performance and associated development plans
- Understands the business vision and delivers through own actions
- Looks for ways to enhance confidence and capability of their colleagues
- Demonstrates high level of understanding of their own department/business function and key constraints in which they operate, responsive to the changes around them
- Supervise 12-18 Customer Service Professionals
3
Responsibilities For Customer Service Team Manager, Lincolnshire Resume
- Lead, develop, and drive the senior customer satisfaction and drive improvement and meet regional sales and delivery targets
- Understand regional customer’s requirements and be able to provide assistance and train CSRs to understand variances in accounts
- Provide the key interface between customer service and the regional sales team
- Lead improvement projects across the aftermarket functions to support the wider business plan directives
- Lead the team workload, provide and handle customer coverage as needed
- Develop metrics to track performance and improve customer service
- Provide team support to develop proposals and quotations for contracts such as long term purchase agreements, calendar year orders, volume discounts, budgeting and forecasting company policy/ current and future trends
- Train team on processes, track consistency, and drive continuous improvement
- Work to improve communication and processes across multifunctional departments
4
Responsibilities For Customer Service Team Manager Resume
- Find opportunities and risks, and work to maintain regional and departmental risk register
- Understand feedback from the CSR team to develop overall strategy on regional customer parts requirements and sales
- Address customer quality improvement process
- Initiate. Review, Identify mistakes, and correct customer material master data in SAP to ensure correct details are maintained
- Ensure that the business is executed in accordance with the contract, company policy, UK, USA and International law
- Ensure accounts are collected in compliance with all applicable regulations and internal performance standards. in order to meet or exceed the monthly goal objectives of the department budget
5
Responsibilities For Claims & Customer Service Team Manager Resume
- Appropriate sickness absence management through the return to work process
- Role models a customer focused approach and instils a day-to-day focus on the quality and customer journey
- Recommendation for improvements/changes to our systems and controls, where appropriate
- Build credible business relationships with key stakeholders internally and externally
- Attend Team meetings and share best practice with team and colleagues
- Maintain confidentiality with regards to people management
- To act in a professional manner and convey Fanatics values and behaviours at all times
- Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality
6
Responsibilities For Call Center Customer Service Team Manager Resume
- Management of customer service team daily activities, including but not limited to: timely order processing, confirmations, responding to requests for information regarding orders, product availability,and all other internal and external customer inquiries
- Use and promote proper telephone and e-mail etiquette to answer calls and e-mails in a timely, politte and professional manner
- Coach, counsel and discipline employees as necessary. Responsible for written appraisals , growth and development
- 13) Maintains a competent staff consistent with the workload and budget
- Proficient in PC utilization
- Commitment to teamwork and customer satisfaction
- Highly developed sense of integrity
- Equipment: Personal computer, telephone, fax, copier, pager
7
Responsibilities For Customer Service Team Manager, Lincolnshire Resume
- · Fluent in written and spoken Italian
- Business proficieny level of English
- Fluent in written and spoken Italian
- Subject Matter Expert in CS operations, processes, and policies Familiarity with general principles of workflow in an inbound call/email center, Prior supervisory or leadership experience, Ability to be flexible in shift assignments and work areas, including nights and weekends
- Written and spoken English language skills
- Maintains a high level of professionalism and approach-ability
- Fluent in written and spoken Italian and English
8
Responsibilities For Customer Service Team Manager Resume
- Plan and schedule resources to ensure that all customer service target levels are achieved and maintained
- Work with the wider business to deliver business results, contribute to the implementation of strategic goals and innovate in line with vision
- Responsible for the quality results of all work completed by the team
- Focus on customer retention, sales and other revenue generation opportunities maximised
- Flexible and adaptable as business needs or direction changes
9
Responsibilities For Claims & Customer Service Team Manager Resume
- Travel up to 10% within domestic/international
- Lean Six-Sigma Certification (Green Belt)
- Familiar with Contact Centre methodologies
- Flexibility is key in this role
- Advanced Excel / word and PowerPoint is required
- Recruit, coach, develop and appraise team members to maximise individual and team achievement and continuously improve productivity and service levels
- Achievement and improvement on service levels and productivity
- Progression of team through individual development plans
- Adherence to recruitment processes
10
Responsibilities For Call Center Customer Service Team Manager Resume
- Achievement of team business development targets
- Frequency of team meetings and clarity of minutes
- Clear objectives in place and documented
- Monitor and report on work levels and control work flow within the team, maximising the use of resources to ensure that quality and productivity standards are achieved
- Achievement of, and improvement on, service levels and productivity
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