Customer Service Manager Resume

CUSTOMER SERVICE MANAGEMENT

Qualified for challenges requiring expertise in key account management, relationship building, customer retention, service quality, and field service operations. Motivated leader and team player with a track record of consistently exceeding expectations, delivering exceptional quality assurance, boosting efficiency, and contributing to revenue growth. Computer literate with MS Office, Lotus Notes, and Delta Term and Customer Management System

PROFESSIONAL EXPERIENCE

ABC, INC., Camden, NJ, 20xx–Present
Leading global provider of business communications applications, systems, and services.

Customer Service Manager (20xx–Present)
Manage key accounts with global Fortune 500 clients. Monitor a high volume of network-generated alarm tickets and customer support calls, schedule/dispatch technicians, procure replacement/repair parts, and supervise open support tickets to ensure timely completion. Manage relationships with domestic and international customers and vendors. Perform first-level ping testing and preventive maintenance. Process, move, add, change, and delete orders.

Selected Achievements

* Successfully completed an average of 1,100 orders, resulting in 1,580 transactions, per month. Consistently achieve quality assurance rating of more than 98%.

* Resolved 100 trouble tickets in one month with a quality assurance rating of 100%.

* Selected to serve as Avaya liaison during client company’s order-processing software conversion project. Collaborated with client’s programmers and managers to ensure the new application met Avaya’s efficiency and order-processing needs. Trained 15 Avaya team members on new system.

* Worked closely with team lead on two client projects: (1) program two network interchanges and (2) revamp the entire voice mail network. Project generated significant revenue for Avaya and enhanced client’s telecommunications services.

Customer Service / National Account Manager (1999–2007)
Assisted national service managers, accounting managers, and internal support teams in fulfilling service-level agreements with both domestic and international clients. Directed event resolution and escalations on all system outages; communicated with customer and internal teams regarding same. Served as Manager in charge of after-hour call center functions.

Awards

* 20xx – Quarter 1 High Performer, Quarter 2 Employee of the Quarter, March High Performer

* 20xx – Customer Obsession Award, Monthly High Performer in March, April, and July

* 20xx – Team Spirit Award

* 20xx – Salute to Excellence Award (included trip to Las Vegas)

* 20xx – Above and Beyond Award of Excellence in December, Certificate of Achievement for Migrating to IS3 Database, Monthly High Performer in November

EDUCATION AND TRAINING

Bachelor of Business Administration, Business Management, 20xx
University of XYZ ~ Track and Field Scholarship GPA 3.8

Customer Service Training: Excelling at Customer Service Simulation … Fundamentals of Exceptional Customer Service … The Voice of the Customer … Call Center Communication Skills … Professional Skills for Customer Service Agents … Generating Alternatives in Problem Solving

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