Customer Service Manager CV example 1, team leader, head of, data, client, sample, supervisor

Maxine Corry
Dayjob Limited
The Big Peg
120 Vyse Street
Birmingham B18 6NF
England
T: 0044 123 456 7890
E: info@dayjob.com

PERSONAL SUMMARY

Maxine will always professionally liaise with customers throughout their journey. She is fully fluent in all technical aspects of contact centres, customer communication channels and CRMs. Additionally, she is up to date with technological advances in this field. As a proven leader she has the ability to mentor and develop team members to allow them to effectively deliver customer service excellence to both colleagues and external customers. In her current role she ensures the retention of profitable customers through providing added value to their experience. At work she has a reputation for understanding how her customer’s tick. Through her career she has learnt how to motivate, inspire and generally lead a team of people. On a personal level she always remains patient and calm during stressful situations. Furthermore, she is a superb listener who through talking to customers can uncover unseen problems that need to be solved. Right now, she would like to join a company that has a strong family-feel culture with endless opportunities.

CAREER HISTORY

CUSTOMER SERVICE MANAGER – Start Date – Present
Employers name – Location
Responsible for supervising the day-to-day operations in the customer service department.

Duties;

Directing the daily operations of the customer service team.
Answering customer questions and queries quickly and efficiently.
Taking part in meetings with other members of the Senior Management team.
Ensuring the team are trained sufficiently to be able to provide an excellent overall customer service experience.
Checking service quality by conducting sample checks on calls and emails.
Keeping accurate logs of all customer interactions.
Leading the customer service team’s standards, training, and goals.
Monitoring the accuracy of reporting and data base information to ensure they are error free.
Managing Call Handling Software and all other Customer Contact Channels the business uses.
Addressing customer issues to do with service, delivery or the condition of products.
Showing staff how to deliver a high standard of customer service.
Hiring and training up new customer service agents.
Reviewing and assessing customer service contracts.
Developing service procedures, policies and standards.
Ordering tests that could discover the reason behind a product malfunction.
Recommending possible products to meet the customers’ needs.
Communicating with internal teams to discuss sales targets.
Responding to customer service issues in a timely manner.
Handling complex and sensitive face-to-face enquiries from customers.

JOB TITLE – Start Date – End Date
Employers name – Location

KEY SKILLS AND COMPETENCIES

Professional

Superb average response time, first call resolution, customer satisfaction ratings.
Finding ways to measure customer satisfaction and improve services.
Excellent customer service skills.
Comfortable using tools such as contact centre software, workforce management software, email and messaging apps.
Have strong communication skills and able to work with others.
Able to motivate a team of people and set KPI’s and targets.
Creating customer satisfaction goals.

Personal

Enjoy working with people from all types of backgrounds.
Have the energy and motivation needed to keep going when things get tough.

AREAS OF EXPERTISE

Customer insights
Driving improvements
Resource planning
Handling complaints

ACADEMIC QUALIFICATIONS

University name – Degree details              Study Dates
College name      – Qualifications                Study Dates
School name       – Subjects / Grades         Study Dates

REFERENCES

Available on request.

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