Customer Service Manager

Michael Cash

Rockville, MD *********@*****.*** 240-***-****

Professional Summary

Customer Service Specialist with 5+ years of experience in retail, automotive, and client-facing roles. Recognized for resolving complex customer issues with empathy and professionalism, consistently maintaining customer satisfaction ratings of 90%+. Skilled in team leadership, conflict resolution, and process improvement, with a proven ability to drive customer loyalty and support organizational growth.

Core Skills

Customer Service & Client Relations Conflict Resolution & Problem-Solving CRM & Call Center Systems Team Leadership & Training Retail & Sales Support Automotive Service Knowledge Microsoft Office Suite Zendesk / Salesforce CRM Live Chat & Email Support Tools Professional Experience

Customer Service Manager

Fitzgerald Auto Mall – Silver Spring, MD 2022 – Present

• Supervise daily operations, ensuring prompt resolution of customer concerns and maintaining high satisfaction ratings.

• Trained and mentored 10+ employees, fostering a culture of customer-first service.

• Oversaw parts delivery operations, ensuring 100+ deliveries per week were completed on-time with accuracy.

• Implemented streamlined communication processes between service and parts departments, reducing delays and improving workflow efficiency.

Client Relations Specialist

Interior Makeovers – Silver Spring, MD 2020 – 2022

• Delivered exceptional customer support during design and renovation projects, handling inquiries, scheduling, and follow-ups.

• Acted as primary liaison between clients and project teams, ensuring clear communication and satisfaction.

• Resolved escalated client concerns with empathy and efficiency, increasing referral business by 15%.

• Maintained organized client records, contracts, and billing documentation. Customer Service Manager / Price and Signage Coordinator Dick’s Sporting Goods – Silver Spring, MD 2017 – 2020

• Led customer service desk operations, addressing returns, exchanges, and inquiries with professionalism.

• Coordinated store signage and pricing accuracy across multiple departments, reducing pricing errors by 20%.

• Managed a team of associates, delegating tasks to improve productivity and customer satisfaction.

• Consistently recognized for strong communication skills and ability to de-escalate customer concerns. Education

Southern New Hampshire University – B.A. in Graphic Design & Media Arts Certifications

• Certified Customer Experience Professional (Coursera)

• Communication & Interpersonal Skills Certification (Coursera)

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