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Customer Service Manager Sample

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Career advice featured in – Forbes, Glassdoor, Reader's Digest, MarketWatch, The CheatSheet
Career advice featured in Forbes, Glassdoor, MarketWatch, Reader's Digest, The CheatSheet

Customer service is the backbone of an organization; without high customer satisfaction ratings and exemplary conflict and crisis resolution, no company in the world will succeed. High quality team empowerment, leadership, and mentoring are essential aspects of this position, not to mention the technical expertise involved! If you’re looking for a new position and aren’t sure where to begin or you’re interested in a few insider tips and tricks of the trade, read on to check out our Customer Service Manager resume example and get your resume ready to go!

Expert Tip

You should never use a creative resume


Many job seekers think that an eye-catching resume template will help them stand out to hiring managers and increase their chances of landing an interview. This is a myth put out by resume builders that value design over content.


The truth is that most hiring managers prefer a traditional resume format.


Creative resume templates, like the one pictured here, can actually hurt your chances of landing an interview. Instead, you should use a basic resume format that quickly communicates your basic information and qualifications–like the one included below.

Customer Service Manager resume (text format)

How confident are you feeling about your resume? If you need more help, you can always refer to the following resume sample for a position.

Name

Title

City, State or Country if international

Phone | Email

LinkedIn URL



CUSTOMER SERVICE MANAGER PROFESSIONAL


Talented Customer Service Manager highly regarded for improving team performance on customer service metrics and SLA delivery. Able to motivate teams and coach underperforming individuals into management potential. Proactive, energetic and a master troubleshooter with a sharp focus on developing and implementing process improvements to drive company growth and technical innovation. Excellent interpersonal and communication skills, a strong work ethic and the ability to effectively handle pressure without compromising quality service.



CORE COMPETENCIES

  • Customer Service

  • De-escalation

  • Performance Management

  • Technical Expertise

  • Crisis Resolution

  • Sales

  • Team Leader

  • Team Collaboration

  • Training

  • User Training

  • Coaching

  • Leadership



PROFESSIONAL EXPERIENCE


Customer Service Manager

BEST TECHNOLOGIES, INC. | DENVER, CO | 2017 TO PRESENT

Responsibilities

  • Develop Improved team performance by XX% on all customer feedback surveys.

  • Achieved a XX% adherence to a corporate SLA of XX to close all tickets.

  • Reduced average call time to XX seconds for XX calls per hour.

  • Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale.

  • Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements.

  • Ensured quick and successful problem resolution by phone and email for all employees across XX States.

  • Increased end user efficiency by providing software installation, hardware configuration, and application support.

  • Document troubleshooting steps taken and provide information to 2nd level support when needed.

  • Founded and published company bi-weekly newsletter.

  • Trained and mentored new employees with corporate infrastructure and helped build their expertise of how to use the core systems within the field

  • Improved stability and performance of system and networks

  • Met company objectives in managing over xxx support calls per day under strict time constraints


Customer Service Manager

TRAVEL PET SERVICE | DENVER, CO | 2014 TO 2017

Responsibilities

Lead team of 32 customer service and solutions representatives

  • Achieved "Best in Quest" recognition for all corporate metrics including First Call Resolution, Average Speed of Answer, Call Quality, Capture Rate and Service Factor

  • Established individual productivity and quality metrics to compliment corporate-specific metrics

  • Created and implemented competitive customer service program (Fantasy Customer Service) which resulted in improved employee engagement and customer satisfaction scores

  • Successfully integrated dispatch into customer service from logistics

  • Successfully collaborated with the sales department for client on-boarding and training in-services for clients, resulting in more effective and efficient on-boarding and improved client satisfaction and loyalty


Customer Service Manager

ORGANIC GROCERY | DENVER, CO | 2012 TO 2014

Responsibilities

  • Responsible for the management of customer service desk, cashiers, greeters, cart staff, and money center.

  • Fulfilled the transactions of register overrides and loans.

  • Scheduled breaks and lunch hours for cashiers, adjusted schedules as needed.

  • Delegated maintenance/cleanliness responsibilities of register area.

  • Resolved customer complaints and addressed concerns with employees.

  • Provided input regarding employees to management for regular reviews.



EDUCATION

 

Complete School Name, City, St/Country: List Graduation Years If Within the Last Ten Years
Complete Degree Name (Candidate) – Major (GPA: List if over 3.3)

  • Relevant Coursework: List coursework taken (even include those you are planning on taking)

  • Awards/Honors: List any awards, honors or big achievements

  • Clubs/Activities: List clubs and activities in which you participated

  • Relevant Projects: List 2-3 projects you have worked on


Everything you need to write your customer service manager resume

 Now that you’ve seen an example of a job winning Customer Service Manager resume, here are some tips to help you write your own. You should always begin with a summary section. Remember to use basic formatting with clear section headings and a traditional layout. Finally, be sure to include top skills throughout your resume. We’ve included several examples common for Customer Service Manager below.

Let’s start with your resume summary section.

1. Summary

 The resume summary replaces the out-of-date resume objective. A summary outlines the most impressive parts of your resume for easy recall by your potential employer, while also serving to fill in personal qualities that may not appear elsewhere on the page. Remember that summaries are short and consist of pithy sentence fragments! You can check out the Customer Service Manager resume example for more information!

Expert Tip

Always start with your most recent positions at the top of your resume. This is called reverse-chronological format, and keeps your most relevant information easy for hiring managers to review.

2. Formatting

Our experts recommend you start your resume with a resume summary, like the one above. Other common sections are Work Experience, Education, and either Skills or Core Competencies. Here are some guides from our blog to help you write these sections:

Some resumes will include other sections, such as  or . When it comes to what sections you need to include on your resume, you will know best!

Other sections for you to consider including are foreign language skills, awards and honors, certifications, and speaking engagements. These could all be relevant sections for your resume.

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3. Appropriate skills

  • Customer Service

  • De-escalation

  • Performance Management

  • Technical Expertise

  • Crisis Resolution

  • Sales

  • Team Leader

  • Team Collaboration

  • Training

  • User Training

  • Coaching

  • Leadership

  • Performance Improvement

  • Employee Mentoring

  • Report Creation

  • Technical Documentation

  • Scheduling

  • Data Management

  • Policies & Procedures

4. Experience section

Your Work Experience section should make up the bulk of your resume. This section should include your relevant job titles, companies that employed you, and the dates you were employed.

The lion's share of your Customer Service Manager resume should be the Work Experience section, including your relevant job titles, company, and the dates you were employed. This section should also showcase your professional accomplishments and critical customer service and business operations skills. Let's take a look at two of the bullet points from the example: ▪ Managed a team of XX customer service employees, decreasing staff turnover by XX% with improved morale. ▪ Generated detailed reports of call handling and ticket closures for use by senior leadership to determine staffing requirements. These bullets exemplify essential skills for any Customer Service Manager; the first demonstrates the success with which this client ensured employees feel valued and take pride in their efforts. The specific percentage of decreased staff turnover is proof that this client’s methods and experience have been successful in the past, and will be beneficial when applied to their own organization. The second bullet refers to both report creation and data analysis abilities. By creating these reports the client was able to assist senior leadership, potentially lowering the staffing budget. Remember, any methods you use to lower expenses, drive sales, or improve performance are valuable assets in this field!

Let’s wrap it up!

Standout resumes will include a resume summary, a traditional reverse-chronological layout, and the skills and experience relevant to your job target. This resume example shows how to include those elements on a page. It’s up to you to insert your personal compelling qualifications.

Keep your resume format easy to scan by both humans and computers; our resume template is designed by our experts to satisfy both audiences. And be sure to include your own skills, achievements, and experiences. Job-winning resumes are resumes that successfully market you, leading recruiters and hiring managers to want to learn more!

Finally, emphasize your interest with a customized cover letter. When writing, remember that the resume and cover letter should support each other. Check out our cover letter tips and examples for more advice.

Didn’t get the specific answers you were looking for on this page? to get the advice you need to land your next job. 

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