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Skills
- Time management in high-volume environments
- Cross-departmental collaboration
- Multilingual support skills [Language]
- CRM software implementation and management
- Call Queue Monitoring and Optimization
- Customer satisfaction improvement
- Reducing ticket resolution times
- Troubleshooting and issue resolution for [Product Type]
- Onboarding and continuous skills development
- Cross-function collaboration with sales
Work Experiences
- Was responsible for maintaining and refining knowledge base documentation, resulting in a 55% improvement in self-serve issue resolutions.
- Trained and mentored 10+ customer service associates, raising first-call resolution metrics by 30% in [Year].
- Cross-trained on key technical issues.
- Maintained knowledge base documentation.
- Hosted live customer support webinars.
- Maintained service level agreements (SLAs) for critical accounts, consistently achieving 95%+ compliance in key performance targets.
- Designed customer retention strategies.
- Successfully implemented an incentive program for high performers.
- Identified trends in customer service.
- Tracked KPIs such as customer satisfaction.
Summaries
- Talented in leading and mentoring teams, resulting in increased efficiency, maintaining SLAs at [Percentage]%, and consistently improving first-call resolution by [Percentage] points.
- Dynamic and detail-oriented Assistant Customer Service Manager skilled in refining customer communication strategies to reduce ticket times by [Percentage]% while preserving a satisfaction rate of [Percentage]%+.
- Managed high-stakes escalations efficiently.
- Experienced in mentoring customer service teams.
- Achieved significant improvements in response times.
- Driven manager with comprehensive knowledge of customer service process implementation and success in reducing resolution times by an average of [Number] hours across [Location].
- Developed programs for improvement.
- Expertise in driving efficiency.
- Strategic thinker focused on elevating customer loyalty through feedback-driven initiatives, leading to [Percentage]% improvement in key satisfaction metrics and increased customer retention.
- Improved call wait times during peak periods.
Accomplishments
- Led the implementation of a Customer Satisfaction (CSAT) survey system that increased feedback response rates by [Percentage] in [Month/Year].
- Oversaw daily operations of a service team handling over [Number] customer interactions per day, ensuring 98% adherence to SLA targets consistently.
- Introduced a structured complaint resolution process, cutting down repeat queries by [Percentage]% by enabling agents to resolve issues on first contact.
- Organized regular team huddles focused on performance improvement strategies, leading to [Percentage]% improvement in overall team response times.
- Worked closely with tech support teams to resolve major platform issues within [Number] hours, averting potential losses and ensuring customer continuity.
- Reduced customer complaint resolution times by [Percentage]% through comprehensive training programs and streamlined escalation procedures.
- Hosted multiple customer support training programs with direct coaching to team members, earning [Certification] for all trainees, resulting in increased first-response accuracy.
- Implemented automation within our CRM system that cut down manual case handling by [Percentage]% and improved overall customer experience ratings.
- Drove improvements in internal response times by optimizing call queue workflows, reducing average call waiting periods by [Percentage]%.
- Cross-trained team members on technical support issues which increased first-call resolution by [Percentage]% and reduced high-priority escalations.
Affiliations
- Active participant, National Retail Federation (NRF) conferences focusing on customer service innovation and omni-channel experiences.
- Member, International Customer Service Association (ICSA), actively networking with global professionals and gaining insights on customer service trends and innovations.
- Active member, Women in Customer Experience (WICX) network, advocating for leadership roles in CX strategy and innovation, and contributing to diversity efforts.
- Actively engaged, Help Desk Institute (HDI) membership, gaining access to technical support and customer service leadership best practices.
- Certified in Multi-Channel and Omni-Channel Support from [Institution], improving expertise in handling inquiries across traditional, social media, and digital channels.
- Certified Professional in Customer Experience (CCXP), affiliated with the Customer Experience Professionals Association (CXPA) to deepen skills in customer relations and retention strategies.
- Completed course on Managing Difficult Customer Interactions, provided by [Learning Platform], improving conflict resolution skills.
- Recurring Attendee, CX Network workshops, learning about the latest technological trends in personalized customer support.
- Compiled post-event strategies from Customer Experience Leadership Summit attendees to foster collaborative approaches across departments.
- Member, Toastmasters International, refining public speaking and communication skills to enhance internal and external stakeholder interactions.
Certifications
- ITIL Foundation Certificate in IT Service Management
- Six Sigma Green Belt Certification
- Foundation Certificate in Business Analysis by BCS
- Certified Contact Center Manager (CCCM) by International Customer Management Institute (ICMI)
- Customer Service Excellence by Alison
- Certified Customer Experience Professional (CCXP) by Customer Experience Professionals Association (CXPA)
- Google Project Management Certificate by Coursera
- Advanced Customer Service Leadership Certification by Coursera
- Conflict Resolution and Customer Recovery Certification by SkillPath
- Certified Problem and Incident Manager (CPIM)
Assistant Customer Service Manager salary range
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Assistant Customer Service Manager salary in the US
$21,689.00
$24,681.00
$29,588.00
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