Customer Service Team Manager Resume Samples

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P Harris

Patsy

Harris

6886 Bryana Road

Detroit

+1 (555) 330 9121

6886 Bryana Road

Detroit

Phone

p +1 (555) 330 9121

Experience Experience

Boston, MA

Customer Service Team Manager

Boston, MA

Stehr, Schiller and Leannon

Boston, MA

Customer Service Team Manager

Participate in creating department goals and execute strategies to improve performance and drive associate engagement
Perform quarterly performance reviews of all team members and provide constructive feedback
Regular performance management ensuring all policies and procedures are adhered to and includes annual performance and compensation reviews
Proven success leading and developing a large team, including one-on-one coaching and performance improvement
Complete annual Associate Performance Reviews and develop/review associate individual development plans
Promote work unit improvements to current workflow processes
Supervise, develop and motivate non-exempt associates thru effective coaching and performance management.

New York, NY

Claims & Customer Service Team Manager

New York, NY

McLaughlin, Conroy and Bashirian

New York, NY

Claims & Customer Service Team Manager

Proactive decision making and bring fresh ideas into the team
Proven operational expertise gained from working in the service sector
Manage stock levels across 90+ products adding alternative items with similar specifications if product out of stock and reconcile inventory files
Achieve service levels set by the business to ensure that we resolve customer queries 1st time every time
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
Knowledge of FCA and other regulatory guidelines and rules
Identify any ‘add value’ opportunities in order to enhance customer satisfaction and deliver additional revenue

present

San Francisco, CA

Call Center Customer Service Team Manager

San Francisco, CA

Dach Group

present

San Francisco, CA

Call Center Customer Service Team Manager

present

Developing, supporting and mentoring team members through the use of call monitors, team huddles, and monthly employee development plans, ensuring the feedback provided through these tools is accurate, complete, professional, timely, and provides the feedback and guidance necessary to ensure team members meet their goals
Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals
Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals
Participating in the development and enhancement of general processes and/or
Managing and directing a staff of approximately 15-18 Customer Service Advisors
Create and develop staffing plans and work with support departments to ensure staffing strategies are effectively executed
Maintain regular performance management ensuring all policies and procedures are adhered to and includes annual performance and compensation reviews

Education Education

Bachelor’s Degree in Business Management

University of San Francisco

Bachelor’s Degree in Business Management

Skills Skills

Good knowledge of applicable services, products, and systems
Thorough knowledge of applicable services, products and systems
A strong accuracy and detail orientation
Ability to deal with complaints in a professional and decisive manner
Strong knowledge of banking operations
A true team player and collaborator, translating knowledge and experience into strong and productive relationships
Solid knowledge of Retirement and Savings Products
Strong communication and organization skills
Ability to adapt to changing circumstances
Dedicated, enthusiastic, driven and performance-oriented, possesses a strong work ethic

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9 Customer Service Team Manager resume templates

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Customer Service Team Manager Resume Examples & Samples

Lead, develop, and motivate a team of 4-6 Team Leaders and Senior Customer Service Representatives
Provide behavioral based coaching and feedback in all areas of performance including but not limited to metrics, the customer experience , and conduct, as well as to promote continued growth and career development
Foster a customer centric culture by establishing and communicating performance standards and providing performance feedback to individuals across a diversity of levels and functions within customer service
Monitor, analyze, evaluate, and document individual and site performance in relation to the customer experience and business goals
Manage the service level agreements and key performance indicators through real time observation, coaching, and feedback
Plans, organizes, and leads customer service initiatives and projects, such as but not limited to talent development/succession planning, process improvements, and business strategy
Adapts quickly to adjust to changes, new processes, schedules, and/or roles and responsibilities while acting as a champion of change, managing the change process, and proactively seeking organizational and/or process improvements
Partner with Senior leadership to fully understand the needs of the business and participates in corporate business initiatives as appropriate
Establishes and maintains partnerships/relationships with business partners across all business lines
Partner with Senior Leaders and other departments as appropriate to support the interviewing, hiring, and training of customer service leadership based on business need

Customer Service Team Manager Resume Examples & Samples

2-3 years of Leadership experience (Management, experience coaching and developing associates, or Team Lead experience will be considered)
Great Team Player
Strong leader on the floor

Customer Service Team Manager Resume Examples & Samples

Fosters a customer centric environment where teams and individuals are engaged and committed to delivering outstanding customer experiences
Manages a team of CSRs ensuring every team member delivers effective and efficient service to customers via phone, web chat or electronic communications
Coach, mentor and develop CSRs driving the achievement of individual and team targets
Regular performance management ensuring all policies and procedures are adhered to and includes annual performance and compensation reviews
Evaluates calls as per the CSR Quality Program; coaches CSRs, identifies training needs and ensures training needs are met for individual and team initiatives
Effectively handles escalations and identifies changes required to avoid future escalations of a similar nature
Participates in client level enhancement rollouts ensuring the seamless implementation of new products and services
Effectively Partners within a team environment
Analyzes data for trends and improvement opportunities and implements change as required
Call center operations management experience
People management experience in a customer service/call center environment
Experience in coaching, team member development and performance management
Knowledge of CS Delivery model and service related best practices
Proficiency in desktop tools, Windows applications and web navigation
Experience in using call center Quality Evaluation Systems
Fluent in both English and French (written and oral)

Call Center Customer Service Team Manager Resume Examples & Samples

Managing and directing a staff of approximately 15-18 Customer Service Advisors
Developing continuous improvement plans and processes for interacting with customers to improve their experience
Participating in the development and enhancement of general processes and/or
Associate's degree, or equivalent work experience
Two or more years of experience as a supervisor in a customer service environment
Good knowledge of operational functions, systems, policies and procedures of assigned area
Proficient computer skills, especially Microsoft Office applications

Customer Service Team Manager Resume Examples & Samples

Supervise, develop and motivate non-exempt associates
Resolve elevated customer issues/inquiries/disputes that require resolution/decisions outside of policy via phone
Create and approve incentive plans to motivate associates to achieve goals. Track, measure, and process incentives for payments
Review associate schedule requests and analyze associate coverage to ensure scheduling meets required business needs
Conduct live or recorded phone monitors/account audits to evaluate quality of service provided and compliance with company policies
Complete month end reviews with Sr. Specialists, and Specialists to provide performance feedback
Oversee and/or conduct associate technical training and educate associates regarding CarMax philosophies
Recruit, interview, make hiring decisions and extend employment offers
Complete annual Associate Performance Reviews and develop/review associate individual development plans
Analyze and track department trends based on data/reporting and recommend/implement policy and procedure updates or changes
Ensure associate compliance with company policies and procedures
Participate in creating department goals and execute strategies to improve performance and drive associate engagement

Customer Service Team Manager Resume Examples & Samples

Multi-task in a high energy and fast-pace work environment
Effectively motivate and develop associates
Effectively evaluate associate performance and provide performance feedback
Use sound judgment and decision making skills
Facilitate conflict resolution
Demonstrate strong analytical and organizational skills
Effectively manage stressful situations
Interpret and analyze data, reports, processes, trends and situations and recommend solutions

Customer Service Team Manager Resume Examples & Samples

6) Promotes teamwork, ownership and accountability to team
7) Attends bi-weekly meetings with Department Manager to ensure awareness of team ideas, issues and concerns
8) Continually strives to improve personal leadership, initiative, judgment,
9) Interview prospective candidates and make hiring decisions for his/her respective team
10) Ensures that successful cross selling and up selling sales techniques are used to generate additional corporate revenues
11) Carry out call and email QA (quality assurance) tasks to ensure effective customer service to all accounts and to support development of associate engagement skills
12) Works with Manager to set and update departmental standards to ensure
Provide ongoing feedback to associates
Monitor phone stats with CSR’s, schedule training as needed
Goal setting with associates
Attend meetings with associates
Conduct team meetings
High energy level, comfortable performing multifaceted projects in conjunction with normal duties
Strong analytical and reasoning abilities, well-organized and well-developed interpersonal skills
Excellent communication, organizational and negotiation skills, and strong attention to detail
Ability to handle stressful situations in a calm manner
Must be a self-starter who is able to function within a team environment
Must have high sense of urgency

Customer Service Team Manager, Lincolnshire Resume Examples & Samples

Customer Service Desktop tools
Specific domain and plan-specific knowledge
Proficiency in CS tools usage (Navigator, Callflows/guides, knowledge base)
Proficiency is CS Quality Coaching
Systems, Internet and Telephony Environment
Customer Service Principles
Deep problem solving skills
Call center operations experience
People Management experience

Customer Service Team Manager Resume Examples & Samples

Responsible for managing and directing a staff of approximately 15-18 Service Advisors
Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals
Developing strategies and processes for interacting with customers to improve their experience
Participating in the development and enhancement of general processes and/or coaching procedures that will support company service and revenue generation goals
Interacting with internal departments to ensure the customers' and employees' needs are met
Taking incoming customer calls as required
Proven leadership and team building skills
Strong customer service and problem-solving skills
Ability to drive performance objectives
Good knowledge of applicable services, products, and systems
Strong verbal and written communication skills and interpersonal skills
Proficient computer skills utilizing a variety of software packages

Customer Service Team Manager Resume Examples & Samples

Two or more years of experience as a supervisor in a customer service
Previous supervisory experience, proven leadership and team building skills
Strong influencing, negotiation, analytical and problem solving skills
PC proficiency utilizing Microsoft products in a Windows based environment
Excellent verbal, interpersonal, and written communication and interpersonal
Demonstrated problem-solving and leadership skills
Must work well independently with limited direction
A commitment to teamwork and flexibility is critical
The ability to work with a variety of personalities and in a fast-paced

Customer Service Team Manager Resume Examples & Samples

Lead a dynamic team of Customer Service Representatives and participate as a key member of the Customer Service leadership team
Act as a champion of change and nurture a team environment that thrives on continuous improvement and exceeding customer expectations
Foster a customer centric environment where teams and individuals are engaged and committed to delivering outstanding customer experiences
Manage a team of CSRs ensuring every team member delivers effective and efficient service to customers via phone, web chat or electronic communications
Maintain regular performance management ensuring all policies and procedures are adhered to and includes annual performance and compensation reviews
Evaluate calls as per the CSR Quality Program; coach CSRs, identify training needs and ensure training needs are met for individual and team initiatives
Effectively handle escalations and identify changes required to avoid future escalations of a similar nature
Participate in client level enhancement rollouts ensuring the seamless implementation of new products and services
Effectively partner within a team environment
Analyze data for trends and improvement opportunities and implement change as required
People management experience in a customer service/call center environment preferred

Customer Service Team Manager Resume Examples & Samples

3+ years of experience providing outstanding customer service team management in a retail environment, preferably in technical, retail and/or food service industry
Outstanding phone etiquette
Technically savvy with Mac experience, and the ability to type 60+ WPM
Strong attention to detail and the ability to multi-task
The ability to listen and quickly get to the bottom of an issue
The ability to think outside the box, envision solutions and proactively problem solve all issues
Thick skin with the ability to convert an angry customer to a happy and satisfied customer
The ability to thrive in a fast-paced, dynamic environment
A smile in your voice
The desire to change the world at least a little bit!
An associate or bachelor’s degree

Customer Service Team Manager Resume Examples & Samples

Thorough knowledge of applicable services, products and systems
Strong knowledge of banking operations
Proven managerial skills

Customer Service Team Manager Resume Examples & Samples

Supervise, develop and motivate non-exempt associates thru effective coaching and performance management
Proven track record of effectively motivating and developing associates
Ability to use sound judgment and decision making skills

Claims & Customer Service Team Manager Resume Examples & Samples

Provide an efficient, knowledgeable and effective interface with internal and external customers
Process and resolve customer requirements and queries within predetermined customer/supplier policies and procedures
Achieve service levels set by the business to ensure that we resolve customer queries 1st time every time
Proven operational expertise gained from working in the service sector
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
Act as technical guide, advising and coaching to increase team knowledge and capability
Manage stock levels across 90+ products adding alternative items with similar specifications if product out of stock and reconcile inventory files
Knowledge of FCA and other regulatory guidelines and rules
Previous regulatory management/team leader experience
Outstanding communication skills, both verbal and written demonstrating the brand values
Proactive decision making and bring fresh ideas into the team
Knowledge of customer satisfaction measurement techniques
Excellent written and oral communications, reporting and presentation skills
Experience in working in a back office environment

Customer Service Team Manager Resume Examples & Samples

Execute the client leadership vision
Manage a team of administrative customer support professionals
Identify opportunities to develop, refine and expand the programs
Maintain tracking, metrics, and project updates
Direct initiatives
Create proposals & manage budgets

Customer Service Team Manager Resume Examples & Samples

Ensures that the customer service team uses proper telephone etiquette and techniques to answer customer calls in a timely, polite and professional manner
Maximize team productivity to meet established goals (key metric). Includes support of established eCommerce goals and integration of eCommerce into daily operations
Ensure all customer issues are resolved in an appropriate and timely manner within company guidelines
Support targeted sales goals via up-sell, cross-sell techniques. Direct involvement in the selling process including customer visits as needed and strategy development
Ensure team works in an accurate manner to meet established transaction accuracy goals (key metric)
Ensure team follows established Service Optimization standards working cooperatively with other functions
Responsible for training of new customer service representatives
Prioritize efforts of customer service representatives to ensure all orders are processed to meet service expectations
Provide overall direction, determine customer requirements, manage expectations, allocate resources, guide problem solving activities, determine staffing needs and help develop the Customer Service Representatives
Develops, tracks and reports key service performance measurements
Develops and implements approved processes and /or operation improvements
Responsible for monitoring activities of the customer service staff, ensuring employees are meeting performance measures relating to customer satisfaction
Accountability for recruitment and selection of new hires within the department
Work with other functional leaders to resolve service issues
Establish performance goals and conduct regular one-on-one meeting and annual performance reviews
Support development of team leaders and direct reports to build future bench-strength
In conjunction with Group, Region and Functional leadership aid in the creation and implementation of the customer service strategy and lead change management
Typically involves management of both local and remote staff supporting multiple divisions. COE leadership position
Five (5) years experience in general management (includes performance management: employee evaluations, corrective actions, coaching, interviewing, employee motivation and development) is required
Four (4) to seven (7) years experience in customer service is required
Experience in the distribution/redistribution industry is desired
Experience in change management
Proficiency in Microsoft Office software applications
Strong communication skills (verbal and written). Experience in initiating and sustaining internal and external customer relationships
Exceptional follow-up and problem solving skills; ability to handle multiple tasks and effectively manage changing priorities
Strong leadership, interpersonal, planning, organizational and negotiation skills

Customer Service Team Manager Resume Examples & Samples

At least 1-2 years of leadership/management experience in a Contact center or Financial center environment
3-4 years of customer service leadership experience
Strong independent leadership/management skills
Must be able to work in a fast pace environment
Demonstrates empathy and a sense of ownership, actively striving to make another’s experience better
Ability to adapt to changing circumstances

Customer Service Team Manager Resume Examples & Samples

Analyze performance results and implement departmental improvements
Plan for upcoming organizational needs and implement strategies in a proactive manner
Ensure departmental operational efficiently according to company policies and procedures
Ability to guide individuals toward goal achievement using negotiation, teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization
Resolve escalated customer complaints
Create and develop staffing plans and work with support departments to ensure staffing strategies are effectively executed
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
Responsible for establishing and meeting Key Performance Metrics
Compilation of statistical reports regarding employee performance
Train and develop both current & newly hired team members
Complete call monitoring sessions on call center agents and deliver effective coaching and feedback
Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions
Proficient in Microsoft Office; Outlook, Word, & Excel
Excellent written and oral communication skills with a keen understanding of Sales
Ability to work efficiently and complete multiple tasks in a high-pace environment
Ability to work a flexible schedule that will include weekends, nights, and as business needs require
Maintain a professional demeanor throughout the day both on the phone and in person
Maintain a professional office appearance and work environment at all times
Be able to work as part of a team as well as independently, as required
Excellent work ethic!
Be able to successfully complete continuing education, related training and all licensing

Customer Service Team Manager Resume Examples & Samples

To lead and develop a team of CSA’s to deliver service excellence offering full support on all work streams
To monitor and analyse all client data and information. Our Client needs to know that you know everything about them and their customer enquiries
Accountable for making decisions or escalate issues in absence of senior managers
In depth knowledge of Social Media sites in order to monitor Hermes communications
Accountable for delivering resolution on all enquiries, complaints and reporting compliance related issues
Managing all team targets to achieve the budgeted / forecasted costs, identifying any fluctuations or trends
Completion of all Director correspondence, ensuring all issues are resolved timely and professionally
Management of staff to deliver maximum productivity. Monitor and analyse all team members performance data, quality standards and absence level targets enabling their teams to deliver efficient & effective service to Clients
Manage daily operational performance of your team, by monitoring activity and react & implement effective solutions to achieve service levels
Deliver an efficient and effective service to both internal and external customers
Conduct advanced disciplinary and investigate complaints / grievances in accordance with Hermes policies & procedures
Contribute to project and review processes to manage change and improvements according to business / Clients needs
Recruit CSA’s during recruitment campaign’s / peak trading
To ensure the health, safety and welfare of employees through the provision of management systems, competent supervision, safe systems of work and internal security of the department
To ensure that systems are in place to guarantee all employees are fully trained in line with their job specification and the company health and safety policy
Ensure effective communication methods are in place / utilised for effective operation of the Contact Centre and smooth handover of shifts
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
Proven track record of success within a Contact Centre
The ability to meet the challenging demands of the Client providing distinctive Customer Service
Concern for detail and the ability to analyse data
Understanding of Social Media sites
Excellent leadership skills along with experience of managing and developing a team
Highly self motivated
Experience of coaching
Experience of a bespoke retail / client environment preferable
A drive and enthusiasm to achieve success is very important
Able to influence at all levels, in particular to be credible and convincing in front of senior decision makers

Customer Service Team Manager Resume Examples & Samples

Ensuring our Postal Operations processes are customer and business focussed by identifying strategy changes that improve the departments performance
Project based work, focussing on operation and system based challenges
Implement and Produce accurate weekly MI that can be fed to the board and stakeholders
Identify and manage KPIs for the team and individuals, monitor and implement changes to drive increased performance
Develop recovery plans for peak times to ensure business objectives are met
Manage the recruitment and training of new individuals into the team, and provide ongoing training as required

Customer Service Team Manager Resume Examples & Samples

End to End Ownership for Processes in their segment of the Customer Journey
Delivery of excellent customer service (QA) based on a full understanding of customer needs gained through insights & MI
Run team huddles and meetings
Ensuring day to day team workload, queues are managed to meet service standards and other defined KPIs (with Resource & Demand Analyst)
People Management and development of team members
Resourcing of team within budget
Complex Cases & Query escalation
Risks & Compliance management including CSA
Contributing and providing support to team members also involved in project work
Stakeholder Management – including the Customer Experience function to ensure that customer insight is used in service delivery and improvement
Review of work
Authority – payments and signatory
Regulatory requirements
Providing strong and clear leadership through periods of change
QFA Qualified
Minimum of 2 years experience leading a team in an operation/ service environment

Customer Service Team Manager Resume Examples & Samples

Ensure Customer Service Associates deliver a consistent client experience and continuously improve client satisfaction and deepening of relationships
Perform quarterly performance reviews of all team members and provide constructive feedback
Work with the Sales Manager in the hiring and training of new personnel
Supervise delivery of customer service determined appropriate for ICs
Insure the schedule adherence and proper call management of all team members in relation the contact center strategy
Promote work unit improvements to current workflow processes

Customer Service Team Manager Resume Examples & Samples

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
Staff customer service team to meet business needs by reviewing work load to ensure balance between customer service reps
Use and promote proper telephone and e-mail etiquette to answer calls and e-mails in a timely, polite and professional manner
Coach, counsel and discipline employees as necessary. Responsible for written appraisals, growth and development
Maintain open lines of communication with internal and external customers
Implement and train on new processes, policies and products
Ensure Customer Service team is using all available Veritiv tools
Assist to Create, Monitor and review customer service team and individual goals
Resolve issues by working effectively all other Departments; Sales, Operations Finance, etc., to satisfy customer needs
Manage resolution of pricing/invoicing/credit/payment/shipping discrepancies and other complex problems for customer with appropriate personnel
Assist with the recruitment and selection of new hires with in the department
Must be able to lead a team and influence development
Excellent computer and technical skills
Requires extensive knowledge of company products and procedures
Decision making skills and independent judgment
Ability to deal with complaints in a professional and decisive manner

Customer Service Team Manager Resume Examples & Samples

Leadership and management of staff
Communication at all levels of the organization and beyond
Analytical thinking and problem solving
Extensive use of data bases and other technologies
Community engagement

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