Customer Service Manager

Dwight McRae

Email: ********@**************.***

Address:

City: Berkeley

State: CA

Zip: 94701

Country: USA

Phone: 510-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Educational Background:

High School Dipolma from College of Alameda, Alameda CA 1/2001 to 6/1995 (Business)

Job History / Details:

Career Focus

Results-oriented Customer Service Manager with diverse background in management and customer service. Dedicated to providing excellent customer service and making operational and procedural improvements.

Summary of Skills

Client relations specialist

Conflict resolution techniques

Marketing savvy

Team management

Meticulous attention to detail

Persuasive

Focused on customer satisfaction

Skilled multi-tasker

Talent development

Training and development

Scheduling

Deadline-orient

Accomplishments

Played an instrumental role in increasing customer satisfaction ratings index from 58 percentage to 98 percentage within 1 year as Customer Service Manager.

Professional Experience

April 1983 to Current

U. S. Postal Service Berkeley, Ca.

Laborer Custodian/Acting Manager of Maintenance

Successfully managed the activities of 15-25 team members in multiple locations. Reduced amount of employee overtime by 38 percentage by effectively delegating tasks. Developed, implemented and monitored programs to maximize customer satisfaction and managed on-site customer service representatives. Addressed negative customer feedback immediately. Effectively communicated with team members to maintain clearly defined expectations. Developed and 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.

Education

1995 College of Alameda Alameda, California

Associate of Science Business

Coursework in Marketing, Business Management and Communications. Completed customer service management training. I completed required coursework and earned associate degrees in Business, Social Sciences, and General Studies, all while working full time in a three year span.

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