Supports departmental budgets and is accountable for tight expense control in the department to meet budget objectives, Oversees development of CCCs. Then apply now! Participated in hiring for internal and external job postings, including panel and individual interviews, evaluation of applicants, provide feedback, and making offers. Maintain department logs and documentation, analyze for trends in order to identify and initiate future pro-active measures, Subject matter expert for benefit plan and claims processing, Three (3) years of experience in leading or supervising employees in a highly regulated operations environment, Three (3) years of experience with complex service computer systems (ex. Coordinated with manufacturing teams to meet customer purchase order demands. Coaches to the behaviors versus the numbers, Encourages and promotes initiative and risk taking of staff through coaching and monitoring sessions, Resolves complex policyholder concerns through appropriate levels within the call center. Jason Ramirez. Employers value managers who can communicate effectively with internal teams, third parties, corporate leaders, and customers daily, so youll want to feature aspects of your experience that speak to your ability to build collaborative work cultures and relationships. University of Tennessee, Knoxville, TN September 2011 May 2015, Sarah Johnson Also coach the CSR staff through handling these types of calls, Monitor agent calls and provide feedback on a weekly basis, Hires, evaluates, disciplines, coaches, motivates and provides regular feedback to CSRs, Conducts meetings regularly, including daily updates with team, Monitors telephone communications with customers to ensure accuracy and consistency, Develops work schedules and delegates work assignments, Interaction with other departments to ensure proper resolution of problems, Collects and analyzes data using reports to improve productivity and quality, Assists and provides support to customer service managers, Participates in regular calibration meetings with QA and training groups, Attends inter-department meetings, as necessary, Degree in Communications, Business, Technology or related field or equivalent work and/or training experience is required, Minimum two years call center customer service experience with 6-12 months of customer service experience in the cable industry is preferred, Knowledge of CMS, ICOMS, NSM and Aspect a plus, Must have clear, concise, grammatically correct verbal, written and interpersonal communications, Must have the ability to process information accurately in order to follow directions and provide directions to others, Must be a team player, possess strong leadership skills, Must have outstanding customer service skills and a positive, professional attitude, Must be able to make decisions and use proper judgment, Prior experience in customer service or dispatch, MS Office, Word, Outlook, and advanced query skills, Organize, train and oversee the functions of customer service staff consistent with unit policy and customer service policies and procedures, Monitor customer service activities ensuring that customers are provided with accurate information in a timely and courteous manner; intervene in matters requiring supervisory or special attention, Maintain up-to-date awareness of unit products/ services, policies and procedures subject to customer inquiries, Maintain required inventory of supplies for area, Education:High School Diploma/GED or Vocational School Diploma or equivalent combination of education and experience, Work Experience:Two to four years job related experience, Skills:This job requires skills in customer service delivery processes including skills in supervision, communication and organization. TJ Maxx, Dicks Sporting Goods, Robert Half Industr. Improved customer interactions by continual training of staff. Responsible for all aspects of A/R Management, including but not limited to maintaining workload balance, ensuring maximum efficiency, eliminating rework, and reducing cost, Promptly identify issues and develop action plans to mitigate or resolve, Train, develop, motivate and assist subordinates in reaching new levels of skills, knowledge and attitude, Effectively maintain a work environment which stimulates and motivates the morale, engagement and growth of subordinates, Identify performance deficiencies and opportunities and implement action plans as needed, Review and respond timely to requests, including emails, telephone calls, issues, account research and resolution as needed by staff, management and clients, Timely completion of accounts referred to the Supervisory Desk by staff or management, Effectively communicate and interact with subordinates, management and clients, Conduct, attend and participate in meetings, conference calls and training sessions, including Management Meetings, Team Meetings, as well as one-on-one monthly meetings with subordinates to provide consistent performance feedback, Complete the mid-year and year end Performance Management review, No. Employers value candidates who can lead teams to generate results for their organizations. Our client, a leader in their field, has partnered with Aplin to grow their team in Winnipeg to hire an Account Manager with exceptional Customer Service skills. Examples: Shipping costs, Customer payment behavior (A/R residuals), ETC, Strong communication & Interpersonal skillsPractices attentive and active listening while demonstrating command skills so that timely solutions are obtained within a large & diverse organization, Demonstrates high level of business acumen within Transportation Industry, Bachelors degree preferred. Provide employees with the tools, materials, and knowledge to accomplish the given task, Select, train, evaluate and motive employees to attain higher productivity and quality standards, Conduct Performance Reviews and Counselings as necessary. Baggage service office, ticket counter, and gates. E: [email protected] P: 000-000-0000. ), Bachelors Degree or higher in Logistics Management, Business Administarion or related field is preferred, 5-8 years experience in supply chain management specifically in warehousing, logistic and I/E operation, especially for delivery to overseas countries, Experience of SAP operation, international shipment documentation, Ocean/Land/Air freight, and other I/E processes, Good understanding in Logistics system, Warehousing Management, Vendor Management, Import & Export Handling Process, Good knowledge in ERP/SAP system and computer literacy (Excel), Good command of English Language in verbal and writing, Problem solving, communication skill and analytical thinking. Driving positive customer satisfaction levels by providing effective training to all associates. Including the recruitment, coaching and development of staff performance, Evaluate direct reports and front line associates through daily observation, ongoing coaching and development, and the annual evaluation process. Make sure to call and ask your references ahead of time if its OK to include their information. Customer service is one of the trickiest fields because no two days look exactly the same. Ensured initial and follow up research of delayed or lost baggage reports are completed in a timely manner. Developed policies that helped to lower employee turnover by 28 percent. Drive business unit tactics that support corporate strategies, Lead achievement of specific departmental objectives and assisting in meeting sales goals, Team with fellow Customer Service Supervisors, Managers, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives both locally and regionally, Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed, Monitor day to day activities to ensure team members fulfill their responsibilities and implement corrective actions as needed, Serve as a positive role model, setting standards for performance/behaviors, attitude and professionalism, Utilize tools and programs to ensure a positive team atmosphere and high morale, Understand and enforce company policies, procedures and changes. There are plenty of opportunities to land a Customer Service Supervisor job position, but it wont just be handed to you. Companies Worked For:Conduent, Randstand. Summary : Experienced Customer Service Supervisor II with 16 years of experience with a strong background in customer service, call center operations, dispatch logistics, and development of monitoring systems to track productivity and improve quality seeking a Supervisory/Management position that focuses on customer service/client relations. Use the structure of this well compiled resume to put the focus firmly on your own strengths and competencies as they relate to the customer service job opportunity. A proven track record of building and leading cross-functional teams to enhance customer service ratings. 28+ FREE & Premium Customer Service Resume Templates - Download NOW Beautifully Designed, Easily Editable Templates to Get your Work Done Faster & Smarter. Adhered to, and ensured compliance with all federal aviation, TSA laws and regulations, and also all company guidelines. Leadership positions require skills that cant always be explained in your own words, so its important to have other people speak to your talents as a leader. Patience. Responsible for follow up on any issues including those delegated from the Customer Service Management Team, Assist management in raising the overall level of professionalism through consistent coaching of direct reports, Interacts with all departments within the CSS department (i.e. (123) 456-7890 Your ability to lead teams and develop effective work cultures will have an immense impact on the quality of customer service and your performance metrics. You may not actually need many technical skills. ), Email contact with accounts for orders and support, Reports to Global Customer Service Manager, Supervisory experience (ability to lead teams), Critical thinking and active listening skills, Enthusiastic personality, good communication skills, Good organization skills and attention to detail, Good time management and coordination skills, Monitor activities of associates as needed to insure maximum efficiency of the department, Handles and resolves customer complaints and issues, Provides coaching and call support to associates, Ensure prompt resolution of customers complaints, Ensures timely responses for schedule dates and backorder status, Works with Quality control, Shipping, Accounting, and Purchasing to resolve customer issues, Develops process improvements for identifying, reporting and implementation of corrective actions that contribute to improved customer service, Contributes to improving department efficiency and productivity by program and systems development, Collects and research data, uses intuition and experience to complement data, design workflows and procedures, Identifies root causes to problem and lead multi-departmental team to resolve, Charts, reports and coordinates resolution to problems communicated, Assumes role as customer Service Representative where and when needed, Provides regular training to team for improvements and to build knowledge base, Initiates monthly meetings for purchasing team to drive improvements between departments, Attends morning production meeting and is ready to present any issue or concerns, Ensure that all employees completing a task with possible significant aspect(s) has received the required training, Receive and understand the same Health Safety Environment training required by employees under their control, Respond to reports of unsafe acts or unsafe conditions, Participate in Environment Health Safety Staff Meetings, Participate in Safety Observations Program, Participate in Environment Health Safety workshops and seminars, Establishes Environment Health Safety objectives and targets as part of Safety Staff Committee, Supervise work schedules, PTO, staffing levels to ensure customer/client calls, e-mail requests and other forms of external and internal customer/client contact and requests are handled appropriately and within defined goals, Monitor and manage department and individual goals and objectives, Answers inquiries from customers, clients and/or insurance companies and documents interaction within Brightree database, Represents Continuum to internal and external customers and clients to assure a high level of customer/client satisfaction, Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements, Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree, Inputs prescriptions (e.g. Very few jobseekers have a reason to write a resume longer than one page as you see on the customer service supervisor resume sample. October 2017 Present, Customer Service Supervisor, Memphis International Airport, Memphis, TN This is a real resume for a Supervisor Customer Service in McKinleyville, California with experience working for such companies as Usps, Potelco, Inc. Guide the recruiter to the conclusion that you are the best candidate for the supervisor customer service job. Our smart tools make building a polished resume faster, so you can concentrate on landing that dream job. Skilled in problem-solving, troubleshooting, and training. In particular, large states like New York, Washington, California, Florida, and Connecticut have higher wages than other places. You will have experience working effectively in a team environment, We will perform a background check as a security clearance is required for this role, Leads, motivates and supervises a team of Customer Relation Specialists, Drives performance improvement of Customer Relation Specialists to achieve KPIs. Minimum Acceptable Experience Level: Experience in leading and supervising, Previous experience with WOW, GMMS, and Maximo software, Previous out of home country experience is highly desirable and previous work experience in harsh environmental conditions is a plus, Knowledge of principles and processes involved in supporting contract responsibilities at an overseas facility, Experience providing excellent customer services, Ability to work in a fast-paced environment that requires handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules, Cross-cultural sensitivity with an international perspective, Expert computer skills, specifically in Microsoft Word and Excel, Ability to become an active and functioning member of a team, Must have the ability to be innovative and be an agent for change, Leadership and people management of a Team of Customer Services Coordinators, To manage the activities of Customer Services to deliver high standards of Customer Service, To ensure operating standards are measured, reported and reviewed in line with the agreed CS metrics, To identify areas of improvement and implement the required action plans to address, To provide support, coaching and development of all members of staff, To set objectives in line with the Customer Service Strategy and conduct reviews in line with PMO criteria, To initiate personal development plans for all members of the team and measure progress, To ensure integration of Customer Services into the business and support activities that grow sales, To lead and manage change with the team in systems, processes, culture and vision, To identify key talent in the Customer Services Team and create the appropriate PDPs, To maintain key relationships with all appropriate internal departments that impact Customer Services, To maintain product and market knowledge that impacts Customer Services and adapt, To represent Customer Services where appropriate on cross functional teams and/or Projects, To represent Customer Services at Customer Review Meetings as and when appropriate, To support Customer Services Manager in the development and execution of the Customer Service, Advance best in class Customer relations via Quality, Delivery, Innovation and Responsiveness, Key Contributor to TEOA Strategy, Process Transformation, Performance Improvement Management, Talent Development and Mind-set & Culture, Lead Tier 2 Accountability meetings and contribute to Tier 3, Develop, Coach & Mentor Team Members via Gemba walks, Support & or facilitate classroom, small group & or 1 on 1 training of Team Members, Manage high level account requirements: Customer Master and ZVUNLOADING for Customer special requirements, Represent Customer Care during Customer visits to build high level relationships and facilitate mutually beneficial projects, Partner with Sales to deliver support opportunities which contribute to an Extraordinary Customer Experience. Summary : Customer Service Supervisor II with 18 years of experience seeking a challenging and enriching position within a company where my leadership and management skills can be utilized towards excelling as a long-term team member while nurturing growth and success in the employees. Make sure to call and ask your references ahead of time if it's OK to include their information. Works consistently to improve understanding in these areas and transfers knowledge to the CSR group, Sets direction for CCCs including a commitment to constantly exceed the needs of customers. To differentiate yourself from the competition, you need to build a strong accomplishment-driven resume that highlights your ability to generate results and develop high-performance organizations. When writing a customer service supervisor resume, its important to get good references. Drives success by directing high-producing teams while developing lasting employee rapport. For example, if a company places a specific emphasis on driving customer success, you should be sure to feature achievements that speak to your knowledge and experience in this area. Great Food production company with over 700 employees in Romeoville, IL has a great opportunity for a new Customer Service Manager in charge of handling all aspects of gement for distributor customers! [emailprotected] Enter all list prices into the system and maintain accuracy. ), Supply Operations Manager with market information, Manage order entry. Customer Service Supervisor Resume Examples. Attention to detail and the ability to prioritize and meet deadlines, Motivate and direct Customer Service team to exceed both individual and department goals, Review team and individual performance, coach effectively, and help deliver improved performance, Review, analyze, and interpret data in order to uncover trends and provide feedback to Customer Service Representatives and the management team, Observe/listen support calls & emails and evaluate skills and behaviors in accordance with QA guidelines, Continuously assess our practices and organization for improvement with goals of efficiency, process, quality and cost, Manage individual performance of Customer Service Representatives in real-time and during regular 1 on 1 meetings, 3+ years of Supervisory experience, preferably in a customer service/call center environment, Self-driven, eager to learn and goal-oriented with strong time management skills, Proactive problem solving, both technically and creatively, Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands, To lead and develop a sales team in the delivery of efficient sales and service excellence, to build and retain a satisfied consumer customer base, ensure the integration of sales and service aligned with policy of Citi, Undertake sales quality call coaching & call sampling, Monitors own and others performance to ensure that targets are achieved on time, Ensure the safety and security of both customers and the banks asset by applying and complying with established policies and procedures, and all regulatory requirements, Collect and direct critical customer feedback to supervisor for product / service / program improvement, Strong communication skills, sales and results focused, Ability to quickly establish and maintain rapport, High level of English proficiency, both verbal and non-verbal, Solid skills in Microsoft Office, especially EXCEL, Previous sales coaching and leadership experience within a Call Centre at least 2 years, and experience in Banking Industry is preferred, Manages computer and network support activities covering consulting, planning, and end user training, Directly supervises all assigned subordinate staff. This includes input on the development of processes, standard operating procedures, and linkage to manufacturing. Additionally, takes corrective action to manage performance as appropriate and ensures accurate processing of employee payroll, Conducts side-by-side observations and quality assurance (call and case monitoring) reviews to ensure quality customer interactions and productivity procedures are followed, Coaches and develops team members in soft skills and account management skills including, but not limited to, probing, closing, supporting, mirroring, voice inflection, benefit/value statements, active listening, call control, case management and email etiquette techniques, Responds in a professional and courteous manner to escalated customer service concerns to reach an effective resolution. This may entail coordinating with and working through other departments, including sales, operations and accounting to resolve issues, Manages support functions for the team ensuring access to systems such as Salesforce.com, Cisco telephone system, and other systems required by the customer service department to achieve targets/goals, Monitors and assesses the departments operational performance and trends to adjust activities as appropriate. Abstract: The purpose of your customer service manager resume is not only to showcase you as a person, but to highlight your achievements. His professional experience follows with his current position as a Customer . and San Antonio facilities. Be able to manage and dissect problems on a daily basis and provide complete resolution. Instructed guided CSRS during weekly coaching sessions to mentor and provide tools resources to reach company goals. If the job posting continues to mention cross-functional leadership, you should highlight examples of you interfacing with various departments to achieve corporate goals. Makes recommendations on exceptional customer-focused candidates and provides feedback to Team Manager, Analyzes data (i.e. Responds to unusual or complex customer concerns via phone or email communication, Actively manages all aspects of performance including employee performance, work assignments, merit process, salary reviews, career pathing and progressive discipline, Provides management with input on the development of policies, procedures and guidelines. A Customer Service Supervisor with five years of professional experience, specializing in operations management, human resources, client relations, and team leadership. The ability to build and sustain a high performance team and to successfully communicate and develop a sense of urgency and commitment to meet team goals, Knowledge of the Eaton Business System (EBS), Understands the culture of the company as it relates to Continuous Improvement, Problem Solving, and the BOS Process, Judgment, logic, resourcefulness and creative abilities, Business Acumen: ability to align tasks with the business/market environment and the strategy to meet division goals, Computer literate with competency in Microsoft Office software programs, MRP system, and customer web based portals, Work with other functional areas within Performance Parts to drive World Class customer service results, Work with Equipment Branches, Service Branches, and Performance Parts sales team to increase revenue and exceed AOP, Provide 2 hour customer resolution on all issues, Provide Oracle Aftermarket Order Entry guidance and training, Work with Performance Parts sales team to increase revenue, Must be able to work in a fast paced environment managing multiple projects, Complete performance approvals for direct reports, Bachelors degree in marketing, business, engineering or related field or equivalent, Minimum 5 + years of customer relations experience, Proficient in Oracle, Word, Excel, Outlook, Adobe Acrobat, Internet Explorer, Ability to develop and maintain an organized and repeatable sales and ordering process, Enthusiasm for customer service with a sense of urgency, Ability to think through processes or issues and be solution driven, Ability to prioritize and reprioritize quickly, Ability to thrive in a fast paced environment. This involves side-by-side, remote monitoring sessions, report and statistical reviews. A.) Perks & Benefits: Customer Service Supervisor with 3 years of experience in various industries including Banking, Mortgage, Insurance, Collections, and Retail. Take a look at our customer service supervisor resume for an example of how to make a great one-page resume. Objective : Customer Service Supervisor with 4 years of experience seeking a position in a results-oriented company that requires an ambitious and career conscious person. Part of great team leadership is great teamwork. Determine the best processes/tools that are appropriate for specific customer solutions. Ability to manage critical situations and devise alternative solutions. Communicate successes, opportunities and solutions to the Customer Service Manager, Maintains good relationships with other departments to enhance the customer experience and increase overall functionality of the group. Ability to understand and carry out business strategy/goals in order to achieve target results, In-Depth understanding of Infolease, including payment application methodology and other critical areas required to successfully manage the portfolio and bring timely resolution to open activities, Ability to obtain and understand root causes and work with internal and external (CUSA, Dealers) partners to bring timely resolution to any & all issues, Capable of recommending improvement ideas to management that will enhance the customer experience and/or provide additional efficiencies to the business, Participate in and take a leadership role in project teams and other business initiatives as requested, Drive for Results. Customer Service Resume Sample (Text Version) Belle Brashears 1234 Southern Avenue, #45 Atlanta, GA 30305 [email protected] 000.123.1234 (C) www.linkedin.com/in/BelleBrashears Qualifications Profile Now that you've seen an example of a job winning Customer Service Manager resume, here are some tips to help you write your own. Some College or Associates Degree in business, finance, or related field preferred, 3-5 years of experience in a customer service-oriented role or industry, 1-3 years of experience in a team lead or similar role, Complete knowledge of business units policies, warranties, services and procedures, Understanding of roles and responsibilities of employees and operations of a call center, Basic knowledge of policies and procedures related to employees, Ability to maintain and compile data and statistics for records and reports, Ability to mentor and coach staff to positive results, 1-2 years experience in training or coaching role preferred, Bachelor's degree in related area preferred, Minimum of two (2) year's experience in supervisory experience in a fast-paced, performance-focused business environment required, Minimum of three (3) years' experience using KPIs and metrics to drive process improvements and enhancements strongly preferred, Pharmacy or healthcare experience strongly preferred, Intermediate computer skills and proficiency in MS Word, Outlook, and PowerPoint required; advanced proficiency in MS Excel required, 30% - Team Supervision. Also manage and improve through conversations with customers and outside sales and use as training material to improve the department, Travel as needed to meet with key customers and sales force to identify and incorporate service improvement opportunities. To help you keep your content fresh and engaging for the reader, weve compiled a list of standard action verbs you can use to convey your customer service supervisor achievements.
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