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Customer Service Manager

Santa Clara, California, 95051, United States
February 26, 2018

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Patrick Wilson

Customer Service Manager

Cell: 408-***-****

SUMMARY: I am a team builder with a mentoring style of management who is focused on delivering excellent service and building customer loyalty. I have over 20 years of successful Technical and Customer Service Operations Management experience.


Implemented programs designed generate additional monthly revenue.

Built strong customer relationships through integrity and excellent customer service.

Established customer contact programs, increased support agreement renewals.

Designed service level agreements to enhance service during critical periods.

Planned, coordinated and staffed professional trade shows nationwide.

Mentored numerous young professionals in the art of servicing customers and building loyalty.


● Patience ● Attentiveness ● Clear Written and Verbal Communication ● Focused ● Empathy

● Strong Leadership ● Mentoring ● Time Management ● Listening ● Persuasion


Customer Service Manager, iHealth Labs, Sunnyvale, CA December 2016 – Present

Responsible for daily operations of customer service serving North America.

Created analytics, documentation, process improvement and training.

Respond to customer inquiries on Amazon Answers and Reviews.

Review customer satisfaction surveys and reach out to customer who have reported negative experiences.

Fraud detection and prevention, resulting in saving of over $1000/mo.

Customer Service Manager, Community Management Services, Campbell, CA August 2016 – December 2016. (Short Term Contract)

Plan and executed a program to turn a reception group into a customer service team.

Designed a call distribution (ACD) system to improving call flow.

Established policies and retraining receptionist to become customer service professionals.

Director of Operations, PickPic/Colorati, Inc., San Jose, CA August 2015 – July 2016

Supervised day-to-day operations of a small company providing postproduction editing for photographers.

Employed services of multiple freelancers.

Used tools such as WordPress, FreshBooks, FreshDesk and Exavault.

Manager of Client Services, PickPic/Colorati, Inc., San Jose, CA May 2012 – August 2015

Set up a new customer service operation.

Supervised day-to-day operations of the company.

Utilized services of freelance software developers and system administrators to manage infrastructure.

Led direct customer interface on all customer service and technical support issues.

Implemented and maintained Zendesk Helpdesk management software.

Customer Service Manager, Nuvora, Inc., Santa Clara, CA February 2008 May 2012

Spearheaded Customer Service and Order Entry functions.

Designed company website, organized social media and produced marketing literature.

Coordinated logistics.

Established an automatic refill program generating a consistent revenue source.

Executed and maintained the SugarCRM contact management software

Call Center Manager, National Budget Planners, Pleasanton, CA June 2006 February 2008

Supervised a group of 18 credit counselors and operations staff assisting clients nationwide in Debt Negotiation, Credit Counseling and Budget Planning.

Designed an automated call distributions (ACD) system.

Reduce hold times from 45 minutes to less than one minutes by enacting skills-based routing.


Zendesk, 8x8, Intermedia, MS Office, SugarCRM, Clientele IS, Network Solutions CRM, Network Solutions E-Commerce,, Campaigner, NEC Phone/Call Center Administration, Nortel Administration, Siemens ACD, PC Diagnostics, Standard Telephone and Network Cabling, MAC and Windows Proficient


Ohlone College, Fremont, CA - Business Supervision and Management

Mission College, Santa Clara, CA – Communication Studies (Certificate)

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