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Customer Service Manager

Atlanta, Georgia, United States
December 30, 2015

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**** ********** *****, ********, ******* 30058

Home: 678-***-**** - Cell: 678-***-**** - PROFESSIONAL SUMMARY

Customer service professional dedicated to effective team management and customer satisfaction. Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Dynamic Customer Service Manager who leads diverse teams to achieve company goals. Ambitious Customer Service Manager experienced with managing complex projects and driving productivity improvement. SKILLS

l Skilled trainer

l Effective problem solver

l Excellent time management skills

l Adherence to high customer service


l Customer Relationship Management

Software (CRM)

l Exceptional interpersonal communication

l Effective problem solver

l Process improvement specialist


Customer Service Representative

West at Home – Minneapolis, MN

l Investigated and resolved customer inquiries and complaints in an empathetic manner. l Cross-trained and backed up other customer service managers. l Met all customer call guidelines including service levels, handle time and productivity. 02/2013 to 06/2014

Customer Service Training Manager

Ben and Kelly Inc. – Peachtree City, GA

l Adhered to all confidentiality requirements at all times. l Strong leader of customer support staff.

l Scheduled staff shifts to cover peaks and lulls in customer inquiries. l Identified individual development needs with appropriate training. l Resolved associate, tool and service delivery issues revealed by statistical reports. l Effective liaison between customers and internal departments. l Maintained accurate records of past due customer account activity. 11/2006 to 03/2012

Training Manager

Hayes Ferrel Enterprises – Lithia Springs, GA

l Maintained up-to-date knowledge of product and service changes. l Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

l Managed work flow to exceed quality service goals. l Devised and published metrics to measure the organization's success in delivering world class customer service.

l Updated customer orders from start to finish in an accurate and timely manner. l Managed work flow to exceed quality service goals. 07/2007 to 04/2013


Bachelor of Arts: Business Administration

Morris Brown College - Atlanta, GA


Associate of Arts: Bussiness Management

University of Phoenix - Atlanta GA


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