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Customer Care Manager Resume Samples
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0-5 years of experience
Led the Customer Care department, supporting all inbound service inquiries; Provided focused, timely, high quality resolutions for escalated customer issues and developed broad influence through a robust set of internal/external relationships across the organization. Promoted a win-win outcome within among and across teams, using the diverse perspectives of others to achieve results and improved the customer’s experience among other tasks.
- Consistently maintained established Service Level Agreement responses by 98% by implanting ongoing training and job shadowing customer service representative and partnering with Operations Support team.
- Consolidated remote Branches (6), by implementing team and well organized project planning, to avoid any customer impact.
- Developed quality leadership by sharing knowledge, vision, goals and open communication.
- Improved overall morale. Used a “Team” philosophy to grow a strong working relationship and team building.
0-5 years of experience
Responsible for inbound video repair calls from customers in addition to taking overflow calls from billing, sales as well as handle all call types when other groups close
- Led the creation of the Administrative Supervisor role from conception to implementation that reduced shrinkage by 20%, which continues to be recognized as a best practice in the West Division and is now expanding to the Northeast and Central Divisions
- Consistently ranked #1 in CredoSpeak employee survey results for the Twin Cities Care Department by an average of 4.7 points, which led the West Division
- Nominated for three Circle of Success awards in 2011, including a Dan Aaron Leadership Award
- Flawless execution of high visibility, customer-impacting projects in conjunction with PMO, Engineering and Technical Operations teams
- Successful implementation creative strategies including the Tier 2 call-back team that improved first call resolution, average handle time, and customer satisfaction
- Reduced handle time by 22% in 12 months assisting in cost per call reduction from $9 to less than $7, saving $2M annually
- Tripled transitional sales results in 12 months, growing revenue by more than $65,000 annually
- Developed and strengthened partnerships with Technical Operations and Engineering teams to improve the customer experience through road shows, agent ride-outs, and action teams
0-5 years of experience
Developed and managed newly created customer care department for consumer goods and water treatment product manufacturer. Served on executive leadership team. Collaborated with marketing, sales, and quality departments to analyze customer feedback to improve processes and products, coached team on resolving customer situations. Managed two external call centers for optimal service, before successfully leading project to in-source the call center.
- Launched new department and coordinated effective product, process, and system cross-training for all personnel, resulting in efficient operations, effective workload management, and high customer satisfaction across product lines.
- Identified, communicated, and began measurement against Customer Care metrics for the company, which provided basis on which to gauge how well we are serving our customers, platform for identifying areas for improvement, and means by which to communicate performance to entire company.
- Implemented successful outbound sales calling program.
- Closely managed two outsourced call centers, showing steady improvement in service level, abandoned call rate, and first call resolution.
- Initiated and managed mystery shopper program, resulting in improved responses to customers and more effective call handling by call centers.
- Proposed and implemented in-sourcing of call centers for improved customer satisfaction; including hiring personnel, implementing telephone system, implementing and customizing CRM, and coordinating facility changes to accommodate additional personnel.
10+ years of experience
Oversee $3M in warranty sales, recurring revenue, product upgrades, and new installs in acute and long term care markets. Lead the international customer service team to ensure the highest quality service is presented. Organize yearly and quarterly strategic planning and marketing meetings with distributors to review annual goals. Manage internal and external customer relationships, present sales and marketing plans, develop strategies, and identify opportunities for expansion. Create sales and volume forecasts.
- Direct and perform inside sales activities across Canada, influencing team members at all levels of the organization
- Successfully increased area sales and account penetration, with an average 30% year-over-year growth rate over the last seven years
- Negotiated the largest warranty sale in the company’s 30 year history
- Created the current new hire training and service protocol for the International Department
- Designed the Global Sales quote template used throughout Canada, Latin America, and Asia
- Increased department sales from $700,000 in 2007 to $3,750,000 in 2013
- Manage the Global Sales Team’s day-to-day operations
10+ years of experience
Managed, hired, and trained a team of 25 Customer Service Representatives
- Continuously monitored key performance metrics and ensured smooth execution to consistently meet or exceed department goals.
- Evaluated Call volume metrics and Audit Quality and met established department standards.
- Took appropriate action to identify deficiencies, developed and implemented improvements by coaching and managing team effectively.
- Communicated, interpreted and implemented policies and procedures and participated in the hiring process.
0-5 years of experience
Manage Tier 1 team that responds to customer help desk tickets, emails, live chats and telephone calls relating to Aspen’s property management systems, billing and credit inquiries; provide technical support for system-related questions; troubleshoot, document and quality-test system upgrades and customer reported defects; find interim solutions when an immediate fix is not available.
- Part of implementation team that launched background-check division, review scores in Lexus Nexus and Sterling Backcheck, part of committee reviewing background check disputes.
- Contribute to building and maintaining knowledge-base, ensure problems are properly recorded, recognize urgent issues and escalate accordingly; analyze customer satisfaction reports and make recommendations for measuring and improving service; liaison with Tier 2 and Tier 3 Development teams to provide input on system-related issues impacting clients and customers
- Primary contact for clients for business requirement changes and escalated technical issues
- Researched and tested new Help Desk system. Instrumental in the implementation of new Chat software. Responsible for maintenance and updating.
10+ years of experience
Managed, hired and trained a team of 30 associates
- Provided direction and guidance to team members that included coaching and counseling to improve performance
- Completed and delivered yearly performance reviews on time. All disciplinary actions were executed in a timely fashion
- Participated in numerous Lifeline committees
- Corporate Events Committee
- Orientation Reunion Committee
- Response Center All-Star Committee
0-5 years of experience
Responsible for managing the activities of the Customer Care Department for this manufacturer of ethnic hair care products. Duties include managing the customer care line management, sales, order receipt/entry process, EDI order processing, customer claim investigations, credit/debit applications, deal/promotion price entry, return goods processing and new-hire/refresher training. Administer all corrective action and performance reviews for the departmental personnel.
- International Sales point of contact for all volume clients.
- Manage the Customer Care delivery levels.
- Preside over the departmental payroll.
- Created and implemented service level metrics for the department.
6-10 years of experience
Help drive sales by managing dispatch to ensure quality customer care.
- Manage seven technicians and assign daily work schedule.
- Prepare production reports and ad hoc presentations for senior management.
- Create, develop and maintain customer reports and data base.
- Monitor and prepare overtime for payroll
- Assist Management with AR and collections management
0-5 years of experience
Provide hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service and industry standards. As well as holding myself and others accountable for results.
- Demonstrate good judgment in selecting the proper mode of communication (verbal and/or written) to effectively communicate business decisions. And follows through to ensure understanding, acceptance, and buy in of the information shared.
- Analyze individual and team performance data from various sources to identify training needs and developmental opportunities.
- Effectively provide guidance, counseling, training, coaching, and administer corrective action in order to improve representative performance and adherence to company goals and standards.
0-5 years of experience
Manage and coach Customer Service Representatives to ensure proper administration and effective
handling of order processing and delivery, including timely identification and resolution of problems
- Coach Export/Import team members to ensure that all transactions are executed in strict compliance with regulatory laws and requirements
- Provide leadership and support to the Management Team’s efforts to ensure customer satisfaction through ongoing analysis and reporting of sales data and relevant customer issues
- Ensure timely administration of multi-tiered pricing functions; manage the settlement of claims
- Maintain credit review, approval and release within Oracle applications
- Oversee all inter-company purchases and sales, including coordination of orders, pricing and profit level
- Manage the revenue recognition cycle to ensure compliance with all applicable US laws and corporate
- Act as IT functional team member and liaison for order processing; review and recommend
- Ensure effective administration of issues related to Accounts Receivable, such as credit memos, charge
- Provide ongoing support of the common Quality Management Systems efforts by creating awareness,
- Establish and communicate criteria for assessing performance and career development, and hold frank,
0-5 years of experience
As Customer Care Manager my primary responsibility was to drive sales through constant interaction with prospective and existing customers. Customer acquisition, retention and satisfaction with the company were all integral parts of my success.
- Provided great customer interaction to explain the technology and customer service issues to all levels of customers concerning Continuous Glucose Monitoring.
- Part of a team that re-vamped Customer Service, Sales Assistants and Verifier roles and helped establish SOP’s
- Worked on various customer retention campaigns where problems were solved resulting in new system sales.
- I worked with our out of warranty customers to coordinate various insurance requirements that resulted in increased sales.
- Handled the company Customer Service Inbox and responded to customer requests and questions.
- Converted web leads to product sales.
- Worked on campaigns for our product with various distributors
- Worked on various Customer Service projects to help out other team members when volumes were high.
6-10 years of experience
Take incoming sales calls with objective to schedule confirmed appointment
- Make calls to confirm scheduled appointments
- Handle internet leads in a timely manner
- Utilization of ADP customer service relationship management software
- Assist in sales of 40-50 vehicles a month
0-5 years of experience
- Responsible for Coaching and Training of 15-20 Associates
- Admin responsibilities include (but not limited to): report generation, ADP Timesheets, and reviews/submission
- Communicate and implement Customer Care standards and expectations
- Drive to attain service levels goals
- Improve Customer Care quality and efficiency through strategically identifying trends with generating reports.
0-5 years of experience
Assist borrowers in obtaining mortgages for Refinance
- assign, create and delete leads in database
- Perform daily audits to merge info between lead system and loan files
- pull reports to send to management to track productivity
0-5 years of experience
Recruit and Place Employees into open positions
- Account Management
- Manage Clients and provide excellent customer service
- Fill last minute shifts & call-outs
- Employee Relations/Conflict Resolution w/ Employees & Clients
- Payroll management-Santrax
- Coordinate care with partnered home health agencies
10+ years of experience
Manage a team of 15-17 representatives
- First point of contact for representatives’ issues
- Maintain adherence to department policies and procedures
- Maintain knowledge of systems and processes
- Manage all representatives attendance and performance issues
- Closely review performance data
- Work closely with representatives to insure first call resolution and quality assurance
- Coach, motivate and praise performance
- Facilitate weekly meetings
- Interview new hire candidates and determine job fit
- Conduct mid-year and annual performance evaluations
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Customer Care Manager
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
