Customer Service Sales

SAMPLE FUNCTIONAL RESUME

FIRST AND LAST NAME Put full name and contact

STREET ADDRESS, CITY, STATE, ZIP CODE information at top of each

HOME (xxx) xxx-xxxx CELL (xxx) xxx-xxxx page.

*****@***.***

CUSTOMER SERVICE MANAGEMENT

Emphasize

accomplishments

PROFILE: Experienced Customer Service executive with strong analytical and decision-making in clear and

skills. Ensures successful outcomes with both internal and external customers by employing positive concise manner.

communications techniques. Proven ability to foster productive service-oriented team by utilizing Use strong

problem-solving, time-management, training, and leadership skills. Able to execute programs which ACTION verbs

generate significantly increased sales while using limited resources. and statements.

OBJECTIVE: To be a Customer Service Manager in the retail sector, where my 12 years of

progressive experience in the industry can add value and help ensure bottom line profitability. Fluent

in English and Spanish.

M ANAGEMENT: Hired, trained and supervised staff of 30 in call center of national retail

chain. Initiated successful promotion schedules. Reduced wait time of calls by 32%.

Achieved customer satisfaction improvement scores of 97% for service offered by operators.

ANALYSIS AND DECISION MAKING: Analyzed nature of calls to track issues and

successes with product categories. Provided marketing with targeted feedback that resulted

Use ACTION

in a re-structure of advertising that saved $52 million within first 6 months.

VERBS to show

accomplishments

COMMUNICATIONS: Developed training program for customer service representatives that

that reinforce your

ultimately improved positive feedback by 62% from both internal and external customers.

Profile and

Created first-ever departmental meeting recaps that provided upper management with a

substantiate

much-needed overview of customer issues and comments. Resulted in increased sales and

RESULTS.

improved customer satisfaction.

SALES AND MARKETING: Produced analyses of orders by category and price which

pinpointed winners and losers. Helped generate more than $125 million in sales by

identifying and targeting customer needs.

PROFESSIONAL EXPERIENCE:

Director of Customer Service for XYZ Apparel (2002 present).

Customer Service Manager at ABC Stores (1997 2002).

Education, Training, and other

EDUCATION / TRAINING: activities and memberships

provide information about your

MBA, University of Florida, 1997 professional development and

support your qualifications.

BA, Psychology, University of Georgia, 1994

Companies often confirm

college degrees with this

Member, American Society of Training and Development

Member, International Customer Service Association

Regularly attend Workshops, Conferences and self-study groups to stay abreast of best

Utilize action-

practices to motivate, reinforce, streamline efficiencies, and increase productivity. oriented KEY

WORDS that show

TECHNICAL: achievements

Microsoft Office, Power Point, Word, Excel, Outlook, Act and can be

scanned.

www.mbrownassociates.com ****@****************.*** 202-***-****

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