Customer Service Manager
Resume:
John Ward
Email: ********@**************.***
Address:
City: Shepherdsville
State: KY
Zip: 40165
Country: USA
Phone: 502-***-****
Skill Level: Any
Salary Range:
Primary Skills/Experience:
Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement while effectively motivating associates through continual guidance, direction, development and coaching.
Educational Background:
High School Dipolma from University of New Mexico, Albuquerque NM 1/2001 to 5/2006 (Human Resources)
Job History / Details:
Summary
Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement while effectively motivating associates through continual guidance, direction, development and coaching.
Highlights
Adherence to high customer service standards
Conflict resolution techniques
Skilled trainer
Marketing savvy
Excellent time management skills
Meticulous attention to detail
Skilled multi-tasker
Customer-focused
People-oriented
Flexible
Schedule management
Health insurance processing
HIPAA compliance
Inventory systems
Effective problem solver
Process improvement specialist
Effective workflow management
Excels in team leadership
Talent development
Staff training/development
Reliable
Self-sufficient
Excellent communication skills
Excellent work ethic
Cash handling expertise
Inventory management expertise
Experience
August 2000 to Current
Walgreens Jeffersonville, IN
Executive Assistant Manager
Certified Pharmacy Technician (CPhT)
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Successfully managed the activities of 20 team members in multiple locations.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Recruited, managed and mentored an average of three new customer service representatives per year.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Interviewed, hired and trained new quality customer service representatives.
Trained staff on operating procedures and company services.
Provided detailed monthly departmental reports and updates to senior management.
Provided accurate, specific and timely performance feedback for CSRs.
Addressed negative customer feedback immediately.
Identified individual development needs with appropriate training.
Provided a high level of product and leadership support to representatives and clients.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Routinely evaluated CRM reports to identify problems and areas for improvement.
Effectively communicated with team members to maintain clearly defined expectations.
Fostered an environment which encouraged continual process improvements.
Effectively managed departmental expenses to stay within allocated budget.
Resolved customer questions, issues and complaints.
Implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.
Developed rapport with the customer base by handling difficult issues with professionalism.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
Maintained up-to-date knowledge of product and service changes.
Generated and distributed daily reports to appropriate personnel.
Managed work flow to exceed quality service goals.
Education
2006 University of New Mexico Albuquerque, NM
BBA Human Resources
Coursework in Business Administration, Human Resource Theory and Practice, Employment Law, Organizational Behavior and Diversity, Operations Management, and Finance and Marketing
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