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Skills

Category equipment
Relationship building
Employee reviews
Scheduling
CRM performance monitoring
Operational data analysis
Budgets
Team building
Cross-functional collaboration
Cost-efficient resource allocation

Work Experiences

Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Was in charge of global product development and partner relationships, which allowed the company to expand its footprint into new markets.
Established, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands.
Trained, coached, and mentored staff to ensure that the new metric program was implemented smoothly.
Helped with regulatory compliance by supervising all audits to ensure protocol compliance.
Implemented employee engagement, gender diversity, and cultural programs, as well as a robust reporting tool to improve operational quality.
Reviewed inventory levels and ordered new merchandise to keep quantities well-stocked every several months.
Worked to establish key internal functions and outline the scope of positions for the new organization by recruiting, hiring, and training initial personnel.
Worked directly with management, Customer Service Center Managers, and the metric department to brainstorm, discuss strategy, and mitigate framework issues.
Played a key role in organizational transformation and implementation, and I was a part of a number of large-scale corporate restructurings that were successful.

Summaries

Expert in standard industry protocols with a track record of successfully leading shifts while providing excellent guidance and employee leadership.
Customer-focused General Manager with 13 years of experience who is committed to expanding data analysis and strategic planning.
2 years of strategic Customer Service Center Manager experience leading and overseeing framework and program business activities.
Recognized on a regular basis for outstanding performance and contributions to the Customer Service industry's success.
Accelerated response times by 58%.
Customer Service Center Manager with 16 years of successful client relations and quality assurance experience.
Expertise in technology and product development.
Costs were consistently reduced while profits were increased.
Optimize long-term success by effectively balancing targets with resources.
Entrepreneur and executive-level business manager with experience running start-up and emerging companies.

Accomplishments

Developed a bilingual customer support program, enabling the team to handle 56% more international inquiries.
Standardized customer communication scripts, improving consistency and customer satisfaction scores by 71%.
Designed and implemented a workforce scheduling system that improved shift coverage by 60% while minimizing overtime costs.
Led annual performance audits, identifying key process gaps which resulted in a 79% improvement in service delivery times.
Aided a technology upgrade of phone systems that resulted in a 20% increase in call connectivity and reduced hang-up rates.
Instituted a ticket-based workflow system that improved customer request resolution time by 84% ahead of industry benchmarks.
Introduced a new CRM platform, reducing customer response time by 47% and increasing customer satisfaction scores by 53%.
Conducted customer journey mapping workshops, which led to a 74% improvement in customer experience and journey satisfaction scores.
Led initiative to enhance Net Promoter Score (NPS) by 67% through improved customer engagement strategies.
Successfully mediated 4 staff conflicts, which improved team cohesion and reduced internal complaints by 68%.

Affiliations

Rotary International
International Association of Customer Service Experts
Certified Customer Service Manager (CCSM) Credential
American Medical Informatics Association
Association of Information Technology Professionals
Customer Engagement Professionals Alliance
Lions Club
Association for Computing Machinery
Global Contact Center Alliance
Association for Talent Development (ATD) – Customer Service Focus

Certifications

CompTIA Security+
Certified Professional in Customer Support Strategy (CPCS) - Meridian
Certified Enterprise Customer Service Manager (CECSM) - Brightline
Business Process Management Professional (BPMP) - Harbor & Co.
Certified Voice of the Customer Professional (CVOP) - Vantage
Certified Customer Service Manager (CCSM) – Vantage
ServSafe
Certified Public Accountant
Customer Loyalty and Retention Professional (CLRP) - Beacon Labs
Customer Success Manager (CSM) Certification - category

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Customer Service Center Manager Resume Builder

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Customer Service Center Manager resume examples