Customer Service Manager

Eric B. Williams

**** ****** ****** ***** ****, MN 55104 314-***-**** *******@***.***

SUMMARY

Customer Service Professional, experienced in working in variety of customer service environments demanding strong interpersonal skills. Confident and poised in interactions with individual at all levels, committed to superior customer service.

EXPERIENCE

Customer Service

Demonstrated the ability to maintain composure in demanding, fast paced environments, while resolving customers complaints

Provided trouble-shooting support for incoming customers service calls

Utilized problem solving capabilities to coordinate assistance for customers

Handled escalated customer concerns to insure the customer received outstanding customer service

Provided friendly telephone and face-to-face support that resulted in a welcoming customer experience

Assisted with general accounting responsibilities for customer accounts

Accurately managed customer journals and their accounts payable and receivable

Maintained a high level of confidentiality

Investigated and resolved questions and concerns for account holders in a timely manner

Exceed targeted results in customer retention, client expectations, sales and support service as well as other customer service goals

Ability to build lasting customer relationships and loyalty

Managed outbound and inbound calls on a resolution team within a call center setting

Management and Supervision

Successfully managed a customer service team

Proven ability to oversee all operations of the customer service unit, including scheduling, maintaining accurate records and coordinating meetings

Participated in staff recruitment, hiring and training that contributed to the growth of the team

Trained team members to assist and advice customers regarding usage and benefits of organization’s products and services

Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products and services

Coached and developed team members that contributed to their growth within the organization

WORK HISTORY

Assistant Manager Krispy Kreme 2012-2013

Customer Service and Flooring Technician 4M 2005-2007

Customer Service Representative Masterson Personal 1997-2004

Roadside Assistance Specialist National Car Rental 1995-1997

Assistant Manager Valvoline 1995-1996

EDUCATION AND CERTIFICATION

Certified Nursing Assistant Certification Mains’l Services 1997

Unit Supply Specialist Certification United States Army 1987

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