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Customer Support Manager Resume Samples
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0-5 years of experience
Responsible for ultimate ownership & management of the client relationship
- Position reported directly to corporate President & Chief Technology Officer
- Managed client technology program strategy, projects & process
- Provided advocacy amongst a diverse internal & external client base
- Created clear & concise operational analysis & budget forecast reports that drove efficiencies & maximized profit
0-5 years of experience
Oversaw all customer facing support for multiple cell phone applications.
- Managed customer feedback and support requests through multiple vectors including email, user forums, ticketing system and various social networking outlets.
- Provided first contact support to customers.
- Assisted development and quality assurance teams with version updates including finding and replicating software bugs and testing new pre-release versions.
- Maintained a social networking presence.
0-5 years of experience
Hired to implement a brand new customer service team
- Responsible for creating customer support policies and procedures
- Implemented several initiatives to increase overall customer satisfaction (increase of 20%) as well as reduce customer issue resolution time from 7 business days to less than 2 business days
- Continually work with other department heads and managers to increase overall productivity across the organization with the overall goal of increasing customer satisfaction
- Generated and analyzed statistical reports of KPI’s for both performance and staffing
0-5 years of experience
- Managed daily operations for a team of 11 customer support representatives.
- Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.
- Collaborated with members of the management team to provide leadership and direction to employees throughout the Support department.
- Analyzed key metrics to ensure optimal staff performance so that departmental and company
- Motivated staff through individual coaching sessions, mentoring and career development
- Participated in HR functions including policy development, interviewing, hiring decisions and job
0-5 years of experience
Responsible for customer support in a large geographic area.
- Managed on highway truck repairs, up to class eight.
- Marine customer activities included commercial and pleasure craft.
- Supported oil and gas drilling operations.
- Managed generator support operations.
- Responsibilities included 15 in-house technicians as well as five field technicians on call 24/7.
0-5 years of experience
- Built out the Customer Support function in a start-up environment
- Developed the functional specifications for the Customer Support Admin tool and worked with developers to bring the tool online
- Determined, documented and disseminated Customer Support policies and procedures
- Developed and delivered 80 hours of Onboarding curriculum for frontline Customer Support Agents
- Designed and developed On-Demand Training modules for new procedures and job tasks
- Coached and mentored the vendor management team and trainer
- Created, authored, and maintained a full Support Knowledge Base and customer-facing Frequently Asked Questions (FAQs)
- Maintained a Customer Support presence on the Community forums
0-5 years of experience
Responsible for building the customer support department infrastructure in a startup environment.
- Manage a staff of five employees
- Responsible for developing process and developing process within Salesforce CRM
- Responsible for managing the day to day operations of the customer department.
- Competency in Salesforce, Microsoft Office Suite, Team Building, Process Improvement, Team Management
0-5 years of experience
- Head of the cancellations, refunds/returns and billing issues department.
- Trainer and Manager of a small team of Customer Service Representatives.
- Took all escalated calls and resolved difficult issues regarding client complaints and other matters.
- Analyzed customer accounts and advised members how to run their businesses successfully and training members on how to navigate and perform tasks on their replicated websites.
- Worked directly with the Director of Operations on updating policies and procedures for client services.
- Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts.
0-5 years of experience
Maintained a client base of over 200 top accounts through phone calls and site visits
- Analyzed customer / prospects bills to identify cost saving potential
- Sold new services and products to clients based on billing analysis
- Created custom billing reports based on clients needs
- Directed customer support training for new hires
- Worked closely with the technical department to resolve client trouble tickets
- Traveled with and assisted sales team during sales calls
- Reviewed and analyzed competitors proposals, and developed counter proposals for sales team
- Consistently had customer retention levels of 95%, well above the company average
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[Customer Support Manager]
Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela 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.
