Customer Service Manager

Resume

Carmenita McCullough

248-***-**** *******************@*****.***

Summary

Strategic and results-driven Customer Service Manager with 6 years of experience leading remote teams to deliver exceptional customer service. Proficient in streamlining operations, enhancing customer satisfaction, and optimizing performance metrics. Strong leadership abilities with a focus on team development, customer engagement, and service quality improvement. Adept at fostering positive relationships with clients and internal teams while meeting business goals and maintaining compliance with organizational policies.

Experience

08/2004 to 09/2016

Customer Service Manager (Remote)

Dress barn

I successfully led a remote team of customer service agents to maintain open communication and deliver prompt service, despite the virtual environment.

Expanded the longevity of customer retention by creating and nurturing ongoing relationships with clients, identifying potential exposures through annual policy reviews, assisting them with claims, and providing individual service.

I led a team in implementing a new training program that resulted in a 30% reduction in customer complaints.

Delivered ongoing training and development for team members to advance their product knowledge and customer interaction.

Delivered outstanding customer service, expanded existing business, and increased retention by following up with clients on open issues, leading the team to beat performance metrics.

I was recognized by senior management for exceptional leadership in improving team performance and customer satisfaction.

02/2019 to 02/2022

Customer Service Operations Manager

Schoolbelles

I directed a quickly expanding customer support team's online and phone-based customer service operations, assuring needed as well as trouble ticket resolution in apt alignment with company regulations.

Ordered new procedures to reduce response and resolution time in conjunction with CS agents regarding the process and procedure on the call floor.

Improved service quality and improved customer satisfaction scores by setting up team performance metrics.

Integrated with senior leadership to establish team priorities and optimize operations for better overall team efficiency.

Managed recruitment, orientation, and ongoing education of customer care personnel to ensure customer service remained at a high level, while facilitating growth opportunities for the team.

02/2024 to 12/2024

Customer Service Supervisor

Burlington Stores

I directed and managed the customer service department to ensure quality service delivery.

Organized weekly team meetings and training sessions to improve quality of service and teamwork and ensure adherence to company protocol.

Worked with team on creating standard operating procedures for expected customer inquiries, resulting in accelerated team response times and increased efficiency.

Conducted performance appraisals, and created personal goals for team members, thereby nurturing a continuous improvement and development environment.

Skills

Customer Engagement

One Call Resolution

Call Center Operations

Call Monitoring

Customer Service Excellence

Training and Mentoring

Project Management

Service Quality Assurance

Data-Driven Decision Making

Leadership & Team Management

Service Delivery Optimization

Complaint Resolution

Microsoft Office

CRM Software

Audit Support

Performance Tracking

Education and Training

Schoolcraft College

Business Management

Western International University Online

Business Administration

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