Senior Manager, Customer Service Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the senior manager, customer service job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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J Boyer

Jennifer

Boyer

413 Upton Mission

Phoenix

+1 (555) 478 6706

413 Upton Mission

Phoenix

Phone

p +1 (555) 478 6706

Experience Experience

Dallas, TX

Senior Manager Customer Service

Dallas, TX

Watsica Group

Dallas, TX

Senior Manager Customer Service

Create, manage and develop a world class customer services team handling incoming calls, order processing, quote & complaint management
Manage call center staff, Team leaders, and Trainers to achieve operational excellence
Provide leadership and build talent for direct and indirect reports to achieve operational excellence
Continually monitor and analyze call center performance making changes when necessary to achieve call quality expectations
Using expert tools and practices be responsible for
Develop and maintain good working relationships with the distribution and credit departments. Insure timelines of processing of customer related issues, shipments and requests for credit
Prepare budget proposals and monitor departmental expenses to ensure that the department is within budget expectations

Boston, MA

Senior Manager, Customer Service

Boston, MA

Botsford-Schinner

Boston, MA

Senior Manager, Customer Service

Be a change agent: Improve customer service quality by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results. Analyze and streamline processes to measure and manage operating costs. Improve existing product quality feedback loop to ensure product issues are communicated to the engineering/manufacturing/quality teams efficiently
Build and foster key relationships with the Product Management team (Software Development, Product Development, Engineers, and QA) to ensure that issues are being communicated on a real time basis
Coach, motivate, and provide direction and feedback to support team; conduct regular daily meetings, huddles, side by side coaching sessions and up-training sessions
Manage a team of support supervisors in a tiered high volume contact center with multiple CRMs coupled with high touch service metrics in multiple support queues including social media, chat and email
Prepare and complete action plans, improving productivity, quality of customer-service standards. Meet financial objectives by forecasting revenue & expenses, budgeting, and scheduling expenditures. Interface with customers on critical issues. Analyze technical issues, escalate them, propose and implement solutions
Develop training plans based on program management and New Product Introduction inputs in order that the area field technical force is ready to handle all EMC announced products
Manage direct reports (Customer Service Managers and Strategic Account Managers) in the northern and central PA district responsible for onsite installation, maintenance and repair of Dell EMC equipment

present

Chicago, IL

Travel, Senior Manager, Customer Service

Chicago, IL

VonRueden Group

present

Chicago, IL

Travel, Senior Manager, Customer Service

present

Provide subject matter expertise for training, curriculum development and performance improvement initiatives
Assess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals
Mentor Customer Service Representatives in developing their travel expertise, while providing new opportunities for them to grow their knowledge
Review performance reports for and with agents and teams. Complete monthly and annual performance reviews for team members
Help drive innovation in refining and improving performance standards and processes
Implement and monitor standardized peer coaching methodologies
Utilize personal knowledge in travel industry for innovative management techniques through peer sharing and self-study

Education Education

Bachelor’s Degree in Business

Pepperdine University

Bachelor’s Degree in Business

Skills Skills

Proficient in SAP, BW, Cisco, B2B, EDI. Extensive knowledge in Microsoft Office Software: Excel, Word, Outlook etc
Adaptability - Adapts to changes in the work environment; Able to deal with frequent change, delays, or unexpected events
Excellent communication skills (verbal & written)
Technical Skills - Strives to continuously build knowledge and skills; Shares expertise with others
Ability to multitask
Adaptability
Communication skills to provide a powerful and positive professional image to the team
Meticulous attention to detail and accuracy
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments
Approachability

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14 Senior Manager, Customer Service resume templates

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Senior Manager, Customer Service Resume Examples & Samples

Investigate, understand, and define the needs of Coach Customer and Stores through extensive communication and collaboration within Coach Group
Analyze and prioritize the expectations of Coach Customers and stores, through quantitative and qualitative approach, including Benchmarking to ensure best practices on customer service are performed
Create Action Plan recommendation as the Coach China CS based on comprehensive analysis as stated above
Take ownership of after sales services and manage repairs/repair vendors and repair parts
Customer complains handling and escalating cases to cross function team when necessary to avoid potential risk
Responsible for solving all customer service issues especially for after sales
Responsible for provide training and support to e-commerce and digital channels to manage all CS related issues
Partner with CA team, and manage Call Center operation by capturing qualitative and quantitative status; identify the areas of opportunities and challenges to further develop the service provided
Manage repair parts and outsourced repair vendors – with a focus on quality and timing
Handle general inquiries from Coach.com and email correspondence direct to/from customers
Work with CA/CJ/CI to solve cross boarder after sales issues
Execute Action Plan, including documentation of As-Is processes, identifying risks and opportunities for quality assurance, setting priorities based on business needs and expectations
Manage direct customer communication and inquiries regarding Coach.com , Wechat, and all other correspondence to customers related to service partnering with Coach Inc CS department in the USA
Experience in customer service/ after sale service management especially from Luxury Retail industry will be highly preferred
Experience in the establishment and management of Customer Call Center (Supervision experience in 3rd party is a must / in-house preferred)
Strong verbal communication skills in Mandarin and English
Able to manage and direct both team members and outsourced vendors with little or no direct supervision

Senior Manager Customer Service / Email Resume Examples & Samples

Develop, manage and coach managers of inbound teams to build successful teams and deliver an exceptional customer experience
Analyze team performance to drive improvement in KPIs and close performance gaps
Make decisions about business policies, managing risks and resolving employee issues
Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
Identify training gaps and partner with support teams to improve performance
Hold regular meetings to discuss performance trends and pass on corporate and local initiatives
Effectively interview and recommend candidates for hire
Coordinate and implement bonus, reward and recognition programs to drive both group and individual performance
Take corrective action to manage performance as appropriate
Effectively respond to escalated customer service issues to ensure proper resolution
5+ years of service management experience, with proven leadership track record and verifiable history of managing managers of successful, high volume teams. Email and Chat experience preferred
3+ years of experience in call centers with 100+ employees
Ability to adapt to changing environments and “roll up your sleeves” – this role is very “hands on”
Proven coaching skills that can impact both front-line agents and develop supervisors
BS/BA degree or equivalent experience (i.e. 5+ years industry experience in lieu of degree)
Strong Internet / PC skills – comfortable and proficient in a technology-driven business
Proficiency in MS Office suite
Proven ability to close performance gaps
Ability to alternate sitting and standing throughout an 8 hour period, and sometimes longer
Ability to use a computer keyboard and computer screen
Ability to use a telephone headset and telephone system
Ability to handle stressful customer interactions via telephone and email
Ability to perform all above-mentioned duties with or without accommodations

Senior Manager, Customer Service Resume Examples & Samples

Work cross functionally with Distribution and Transportation teams to ensure accurate and compliant shipments for our customer base
Oversees Sporting Goods & Outdoor order management processes to ensure accurate information and demand signals are communicated throughout the sales, planning and supply chain organizations
Work closely with Sales Reporting teams to ensure information (order reporting, product delivery information) is accurate and meets the needs of sales, customers and cross functional partners
Work collaboratively with customers to ensure goods are flowing through UA’s and customer’s supply chains efficiently and timely as possible
Collaborates with Business and Sales Analysts to ensure all revenue projections are being met on a monthly, quarterly and yearly basis
Align with Sporting Goods & Outdoor Sales team on key customer initiatives, process improvements and problem-solving
Effectively coach, mentor, and lead staff and support their growth and development within the organization
Analyze processes, enact change, and think operationally and strategically to achieve business goals; creative “out of the box” thinker
2-4 years’ experience working in the Customer Service or Supply Chain Environment
Proficient in SAP, BW, Cisco, B2B, EDI. Extensive knowledge in Microsoft Office Software: Excel, Word, Outlook etc

Senior Manager, Customer Service Resume Examples & Samples

Develop and implement strategies to shift from reactive to proactive customer interaction. Solve the ongoing issue of Backorder Management and Second Order Acknowledgement
Plan, organize, direct, manage and evaluate the customer service activities and budget of the Americas customer service organization
Ensure all customer service activities support and strengthen the strategic objectives of the overall organization
Guide customer service team and provide clear and concise direction to staff and other departments
Investigate and solve customers' problems, which may be complex or long-standing problems that have been passed on by customer service employees
Develop, implement and / or manage the organizations customer service policies, procedures standards and strategies
Measure key performance indicators to determine and improve effectiveness of all customer service activities
Provide KPI reporting to Sales organizations and management
Analyze relevant data to determine customer service performance
Monitor and achieve sales objectives in the context of customer operations organization
Determines customer service requirements by maintaining contact with customers, conducting surveys, benchmarking best practices, analyzing information and applications. Use customer feedback / complaint data to drive strategies to improve customer experience
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
Work across organization boundaries to understand, influence, and implement service strategies that support improving the customer experience
Oversee the achievement and maintenance of agreed customer service levels and standards taking into account customer differentiation
Training staff to deliver a high standard of customer service. Leading a team of customer service staff
Demonstrate and apply the Tyco Leadership Essentials
6 – 10 years Customer Service management experience. Must have project management, process improvement, supervisory, customer service practices and principles skills
Strong analytical and problem solving skills and the ability to successfully interact with staff and internal partners to solve problems and achieve goals
Excellent communication, organizational, motivating and planning skills
Ability to adjust priorities and manage time wisely in a fast-paced environment

Senior Manager, Customer Service Resume Examples & Samples

Directly and through subordinate managers, oversees the operation multiple call centers or help desks
Oversees staff involved in recognizing, identifying, isolating, and resolving problems with company or customer products and services
Approves shift schedules and coordinates coverage to meet customer requirements
Develops and implements call center policies and procedures
Supervises assigned staff, including subordinate managers
Maintains current knowledge of relevant technology as assigned
10-12 years of related customer service management experience

Senior Manager, Customer Service Resume Examples & Samples

Demonstrated ability to build and lead a strong motivated team by providing guidance, feedback and day to day direction to both managers and associates
Excellent collaboration skills
Demonstrated effective coaching and feedback skills
Bachelor’s Degree or a minimum 7+ years prior leadership experience

Senior Manager, Customer Service Resume Examples & Samples

Exhibits characteristics and behaviors which support the CCC Mission, Vision and Values
Creates an open, supportive environment
Demonstrates commitment to exceeding the CCC goals as measured by the balanced scorecard
Forecast, implement and manage an annual budget
Establish key performance indicators and minimum standards. Develop monitoring and reporting programs that measure department performance in relationship to customer requirements and satisfaction
Collaborate with peers and cross functional organizations to develop and implement programs which identify, resolve, and communicate issues affecting product performance and customer satisfaction
Strategic planning to meet future business/product needs and customer requirements
Analyze, develop, coordinate and implement projects/new technologies focused on impacting the overall customer experience
Provide continuous development, training, coaching, and counseling for all CCC employees
Provide strategic direction to CCC Managers and Operational Business Leads
Evaluates direct report performance and identifies areas of developmental need and/or high potential talent
Partner with Managers and Operational Business Leads to identify and drive cost reduction and revenue generating opportunities

Senior Manager, Customer Service Resume Examples & Samples

Directly responsible for managing team of 3-4 Customer Service Supervisors and Agents to ensure the teams are adequately trained to resolve customer issues and queries
Work closely with 3rd party vendors to ensure all KPIs are met including Customer Satisfaction, ASA, Abd Rate and AHT for all contact centers
Facilitating new product introduction and ensuring that the contact center team are fully trained prior to product release
Bachelor’s Degree and minimum of 5-6 years’ experience in directly managing Customer Service functions
Prior Experience managing customer support professionals in a fast-paced, growing, multi-lingual call centers required. Consumer Electronics Industry experience preferred
Superb written and verbal communication skills and customer interaction skills
Outstanding customer service and overall verbal and written communications skills. Strong Interpersonal, teamwork, process development skills
Travel (Up to 25-50%) required
Working knowledge of CRM and Online Support Tools

Senior Manager, Customer Service Resume Examples & Samples

Responsible for the overall direction, coordination, and evaluation of the teams under management
Understands and demonstrates Amazon’s core values and Leadership Principles
Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures
Mentors others in developing leadership behaviors. Hires, manages, and develops high performing teams
Identifies individual strengths of team members and actively fosters career advancement within Amazon.com
Actively seeks to understand Amazon.com core business values and initiatives, and translates those into everyday CS practices
Works with the General Manager and CS senior leadership team to determine strategy, and to ensure that Cape Town achieves overall site goals
Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision-making. Understands how to position the organization for success
Effectively applies best practices to all strategic decisions
Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality
Maximizes resources for the greater good of the organization
Shapes the direction of the team, keeps them focused and motivated to deliver the right results in an ever changing business environment
Maintains a complete and thorough understanding of technical systems in a complex automated customer service centre
Implements change or develop new processes as necessary to provide the ability to better service multiple work types
Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods
Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience
This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment
Demonstrates ability to influence, manage, and present ideas via clear written and oral communication
Demonstrates emotional maturity and grace under pressure in all communications
Builds positive productive relationships with many stakeholders and partners around the world
Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies
Deals with the complexity of multiple lines of business and regions
Acts as the thought leader and strategist for Customer Services
Develops and drives strategies and programs which improve the competitive position of the Company
Demonstrates flexibility in work hours based on business need
The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma with a deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. being required., and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence
Demonstrated ability managing and developing large high performance teams of associates/managers is required
Demonstrated familiarity with general principles of workflow in an inbound call/email centre, and current technologies to help manage that workflow
Must possess exceptional analytical capabilities
The candidate should have a specialized skill set in running large scale production operations, preferably in a contact centre environment
The ideal candidate will have at least ten years or more management experience in a fast paced, rapidly changing operations environment
Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required
A bachelor's degree, or higher, in operations, or a related field, is required

Senior Manager, Customer Service Resume Examples & Samples

Tertiary qualification preferred
Call Centre management experience (5 years)
Continuous Improvement experience beneficial
Managerial Courage
Change Management
Technical abilities
Strong analytical thinking
Intellectual horsepower
Ability to convince
Presentation techniques
Building effective teams
Long term career seeker
Excellent communication skills (verbal & written)
Manage conflict
Problem analysis & problem solving skills

Travel, Senior Manager, Customer Service Resume Examples & Samples

Assist all Team Leaders, SOD’s on the fly with escalated cases
Implement and monitor standardized peer coaching methodologies
Help drive innovation in refining and improving performance standards and processes
Manages day-to-day processes and other duties assigned

Senior Manager, Customer Service Resume Examples & Samples

The incumbent must have the ability to read, analyze, and interpret technical journals, financial reports, and legal documents
Must have ability to write presentations and articles for publication that conforms to prescribed style and format; and, the ability to effectively present information to senior management, customers, distributors, foreign distributors
Multi-lingual capabilities preferred but not required
The incumbent must have the ability to work with mathematical concepts such as probability and statistical inference
Domestic Travel is a requirement of this position. Must be able to travel 25% of the time. Position may have less frequent international travel if needed

Senior Manager, Customer Service Resume Examples & Samples

Manage a group of Field Service Managers and Strategic Account Managers to maintain and increase customer satisfaction within the area of Allentown, Scranton, Harrisburg, Reading and State College, PA
Promote development of strong cooperative relationship with local Sales, professional services and Technical Operations organizations. Act as a management coach for direct reports and builds a strong management culture. Support and represent EMC management philosophy and culture with a primary focus on delivering a high-quality customer experience while meeting SLA’s and service contract obligations
Manage direct reports (Customer Service Managers and Strategic Account Managers) in the northern and central PA district responsible for onsite installation, maintenance and repair of Dell EMC equipment
Coach, train, recruit and manage a highly technical team of Field Service Engineers. Manage day to day activity of the team, directing resources, managing individual development, approval of expenses and providing formal and informal feedback. Conduct salary and performance reviews. Act as a coach and mentor to managers in the area. Guide the creation and implementation of individual career development plans. Schedule training for service managers as needed and responsible for the achievement of area Customer Satisfaction goal
Mentoring/Coaching skills
Leadership skills to motivate, support and empower people
Communication skills to provide a powerful and positive professional image to the team
Customer management skills to manage and diffuse difficult situations

Senior Manager Customer Service & Order Management Resume Examples & Samples

Minimum Experience of 10-15 years in relevant positions with above required skills and abilities. Chemical or Bioscience Background preferred, with experience in areas such as Value Stream mapping, PPI, Lean, Six-Sigma methodology
BE (Mechanical/Production), with a additional MBA in operations or Supply Chain is preferred. Relevant certifications in Project Management are plus points
Should have strong inter-personal and Leadership skills
Innovative and ability to take challenges
Extremely good Analytical skills for Network Optimization project activities
Excellent oral and written communication and coordination skills
Familiar with SAP ERP operating systems and MS Office
Some travel is required in connection with managing regional operations

Senior Manager, Customer Service Resume Examples & Samples

Manage a team of support supervisors in a tiered high volume contact center with multiple CRMs coupled with high touch service metrics in multiple support queues including social media, chat and email
Coach, motivate, and provide direction and feedback to support team; conduct regular daily meetings, huddles, side by side coaching sessions and up-training sessions
Nurture a positive work environment, and ensure that the team is fully supported with company directives, product changes, and open service issues
Maintain a close relationship with the CS team and empower them with known service issues
Build and foster key relationships with the Product Management team (Software Development, Product Development, Engineers, and QA) to ensure that issues are being communicated on a real time basis
Ensure that all CSR/TSR scorecards, QAs and Cases Department reports are handled/completed in specified time frames
Suggest and implement changes that are needed to move the department in a positive direction

Senior Manager Customer Service Resume Examples & Samples

Create, manage and develop a world class customer services team handling incoming calls, order processing, quote & complaint management
Using expert tools and practices be responsible for
Ideally degree qualified or equivalent business qualification
Demonstrable success in leading and managing people including coaching and developing people
Experience of process development and improvement
Be a strong leader self motivated with open clear communication skills both written and verbal
Adaptable and prepared to question the status quo and challenge processes and look to implement improvements based on the company approved methodology
Experience in Six sigma or lean methodology
Ability to speak and communicate in English fluently. Ability to communicate in another European language would also be an advantage
Demonstrable record of achievement in leading and managing a team, in a multi-channel customer services environment
Strong commercial acumen
The communiation and interpersonal skills to network effectively within a mutli-stakeholder business
Strong results orientation with the passion and focus to lead a high performing team
Experience of working with and developing key performance indicators within a CS environment
Evidence of driving successful outcomes in process improvement and development
Success in driving change with evidence of challenging the status quo to deliver an improved customer service experience
Working Conditions
Ability to travel across Europe Clean driving licence

Senior Manager Customer Service Resume Examples & Samples

A minimum of five (3) years of technical experience in Interoperability applications preferred
Display highly effective communication skills
Proficiency with PC Applications and keyboarding, mousing and touch padding as well as Experience and Certification for the following skill sets are desired: Cisco CCENT, Windows Operating System, HL/7 and Microsoft SQL Certification, Alarm Management, Interoperability Technology
50% travel

Senior Manager Customer Service Resume Examples & Samples

Ensure compliance with corporate operation instructions, and all applicable state and federal regulations
Continually monitor and analyze call center performance making changes when necessary to achieve call quality expectations
Manage call center staff, Team leaders, and Trainers to achieve operational excellence
Develop and maintain good working relationships with the distribution and credit departments. Insure timelines of processing of customer related issues, shipments and requests for credit
Develop and implement an on-going skill assessment and training program to ensure the call center staff is operating at peak efficiencies
Prepare budget proposals and monitor departmental expenses to ensure that the department is within budget expectations
Responsible for investigating operational and system enhancements to better service our customers, and making recommendations to management and or MIS for implementation
College degree or equivalent demonsratable work experience
7 + years of experience in a well-developed customer service department in a large company
4 years of management/supervisory experience in a customer service environment
Sound knowledge of customer service concepts
Knowledge of basic computer software (MS Office Suite) and understanding of computer systems interfacing
Excellent, effective written and verbal communication skills
Ability to deal with the different work styles of subordinates, vendors and senior executives
Ability to reasonably resolve conflict in a timely manner
Flexible (deadlines and priorities on projects may change frequently.)
Motivated and highly organized as this person will handle multiple projects simultaneously

Senior Manager, Customer Service Resume Examples & Samples

Order Entry and Management. The position is overall responsible for all Sales Orders in the MaxLinear ERP. Specific responsibilities include
Ability to work with and understand the needs of multiple stakeholders (multiple sales regions, multiple departments, and/or multiple customers)
Microsoft Dynamics or other CRM experience a plus
Must be able to work during global business hours e.g. 7am to 7pm
Exceptional skills with Microsoft Office, especially Microsoft Excel
MBA/BA/BS in business preferred
10+ years of sales operations or business analysis experience
10+ years of experience working with an ERP tool, preferably Microsoft AX, SAP or Oracle
Experience managing a team, preferably a multi-national team
Meticulous attention to detail and accuracy
ERP implementation or project management experience a plus

Senior Manager Customer Service Operations Resume Examples & Samples

Minimum 3 years people management experience
Excellent knowledge and skills in all PC based systems inc Microsoft office and SAP
Project or process management experience
Ideal supply chain experience
Similar position held within a fast moving, customer based industry

Senior Manager Customer Service Resume Examples & Samples

Develop requirements and implementation of new customer service technology solutions including call and email ticketing, texting and online chat, ERP/order management, workforce management and forecasting/scheduling
Responsible for quality assurance and reporting of call center activity and continually monitor and analyze performance, identifying areas of improvement and ensuring KPI adherence
Provide leadership and build talent for direct and indirect reports to achieve operational excellence
Develop and maintain good working relationships with the distribution and credit departments. Ensure timelines of processing of customer related issues, shipments and requests for credit

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