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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)