Customer Service Manager

Customer Service Manager

Qualifications Profile

Highly motivated, performance-focused, and innovative professional, offering wide-ranging experience in providing and ensuring excellent customer service to individuals of diverse backgrounds. Expert at leading and collaborating with high-performing teams to ensure service excellence. Equipped with solid background in administrative management and human resources functions, essential in identifying, handling, and addressing complex issues and complaints. Commended for effective communication and interpersonal aptitudes, able to establish and maintain strong rapport with professionals of all levels.

Summary of Relevant Experience

Customer Service and Relations

Displayed skills in managing and delivering the highest level of customer service

Efficiently offered solutions for customer issues and complaints concerning legal options and billing inquiries, while displaying highest degree of courtesy and professionalism

Established and maintained good working relationships with clients, other employees, and the public

Drove efforts in achieving business goals to retain customers by promptly identifying and addressing their needs

Exemplified excellent communication skills in collaborating with customers through web-based tools

Earned strong recognition for achieving the Distinguished Service Award in 2015

Staff Management and Cross-functional Collaboration

Facilitated effective training to staff to enhance their skills and capabilities in performing daily duties

Drove efforts in identifying and meeting staff needs

Conducted keen performance evaluations, while providing constructive feedback and mentorship

Expertly led staff which involved strategically coordinating work schedules and delegating tasks for on-time task completion

Formulated solutions to answer questions from staff concerning company operations

Rendered hands-on assistance with human resources administration including hiring, training, and disciplining staff

Administrative Support

Assumed responsibility in fulfilling clerical duties as backup

Effectively handled and responded to phone calls

Employed keen attention to detail in reviewing and maintaining complex and extensive records, while gathering and analyzing technical information

Utilized computer applications in managing business transactions for the activation of new customer accounts

Guaranteed security of revenues, while implementing modifications on customer accounts through strong financial decision-making

Earned recognition for providing contributions to the Combined Charities Campaign, thus obtaining a certificate of appreciation from the City of Austin Mayor

Work Chronology

New Braunfels Municipal Court, New Braunfels, TX

Court Administrator Mar 2017–Apr 2018

Cedar Park Municipal Court, Cedar Park, TX

Court Operations Supervisor Jul 2013–Mar 2017

Austin Municipal Court, Austin, TX

Court Operations Supervisor Nov 2011–Jul 2013

Administrative Assistant Nov 2010–Nov 2011

Court Clerk Lead Oct 2007–Nov 2010

Court Clerk Assistant Sep 2004–Oct 2007

AT&T, Austin, TX

Customer Care Associate Aug 2003–Sep 2004

Wells Fargo Bank, Austin, TX

Teller Feb 2001–Aug 2003

Education and Credentials

Master of Business Administration in Public Administration, 2013 Columbia Southern University, Orange Beach, AL

Bachelor of Business Administration in Finance, 2011 Columbia Southern University, Orange Beach, AL

Certified Court Clerk Level II, 2014 Certified Court Clerk Level I, 2011

Professional Development

Leadership Education and Public Service Program, 2009 City of Austin

Supervisor Academy, 2009 City of Austin

Professional Affiliations

Texas Court Clerks Association

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