Customer Service Manager Resume Examples, Skills, and Keywords
If you’re passionate about customer experience and satisfaction, here’s a plan for you. Follow our customer service manager resume samples and suggestions to take the next step in your career.
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Customer service manager resume sample
If you’ve been working in customer service for a while, you might be thinking about climbing the ladder to management. What better way to improve the customer experience than from the top, being in charge and setting the standards? As a customer manager, some of your primary duties will be to:
- Train and oversee agents
- Research strategies to enhance customer experience
- Develop quality standards for customer service
- Evaluate staff performance
- Maintain a professional workflow
- Address and resolve customer concerns
If it’s time to take a step upward in your career, you should start by composing a stellar resume to showcase your best customer service manager skills and help you make a lasting impression. Remember, you’re competing with candidates who are just as capable as you, so do your best to stand out and catch your potential employer’s eye.
Most hiring managers use an applicant tracking system (ATS) as a first step in the filtering process. If you want to make it through to the interview, take a look at the customer service manager resume example below.
Findlay, OH 45840 • (555) 555-1234 • nancy.jenkins@email.com • linkedin.com/in/nancy-jenkins
CUSTOMER SERVICE MANAGER & CONTACT CENTER SUPERVISOR
Energetic and performance-driven Customer Service Supervisor with 10 years of experience leading teams, improving performance, identifying opportunities, and successfully defusing the toughest clients in a call center. Excellent written/verbal communication and interpersonal skills and the ability to respectfully interface with executives from various departments and divisions.
Customer Service Team Leadership | Marketing & Sales |T raining & Development | Conflict Resolution|Performance Improvement Strategies | Communication | Marketing Data Analysis | Active Listening | Customer Relationship Management | Customer Retention Event Planning & Execution | Interviewing/Hiring
Lead team of 10 agents in the sub-servicing of FHA/USDA/VA loans overseeing completion of each stage in the process to ensure adherence to Fannie Mae, Freddie Mac, and Ginnie Mae regulations.
- Defuse 15+ escalated calls per day and if necessary open task for appropriate department to resolve problem.
- Generate and send documents, including payoff requests, copy of note, statements, appraisals, closing disclosure, loan modifications, forbearance letters, payoffs, deed, and delinquency notices to borrowers each day.
- Monitor the queues to verify calls on hold meet the less than 2-minute standard.
- Review key performance indicator (KPI) and champion team improvements through training. Meet and exceed goals over the last 6-months.
- Calls Per Hour averaged 6 to 10. Compute data daily for yield results to determine monthly average.
- Adhered to schedule and drove improvements from 60% to 85%.
- Drove quality assurance (QA) from an average of 75% to 91%.
- Assisted with annual performance reviews for each team representative.
- Conducted interviews for potential hires. Utilize team chat daily to assist agents.
Coordinated patient scheduling for 245 practices in 17 states and 150 dental practices for patients not seeking treatment in 24-36 months.
- Generated 1,500+ calls per week and retained 25% of patients by scheduling appointments.
- Communicated with patients to determine reasons for leaving the practice and to improve patient experience and dental practices processes.
Created best-in-class service for customers utilizing America’s most reliable network.
- Managed 45+ calls per day and addressed billing inquiries from escalated customers to retain 20+ customers a month.
- Reviewed product sales orders for accuracy, explained documents, and approved order exceptions; Selected to assist in training new agents.
- Utilized Customer Relationship Management (CRM) software to gather and analyze customer information and facilitate retention campaigns.
Why this resume works
Customer service manager resume skills and keywords
Bypassing the ATS will ensure your resume-writing efforts weren’t in vain. It might seem daunting, but it actually doesn’t require much effort. All you have to do is read the job description thoroughly and keep an eye out for the keywords that they’re looking for to incorporate into your resume. If they’re in the job description, they’re likely to be what the ATS is scanning for. If you need help, there’s a list of customer service manager resume keywords below.
Skills for a Customer Service Manager:
- Merchandising
- Attention to detail
- Teamwork
- Business planning
- Banking
- Management Information Systems (MIS)
- Sales
- Marketing
- Customer support
- Account management
- Leadership
- Supply Chain Management
- Business development
- Team leadership
- People management
- Team building
- SAP Products
- Business process improvement
- Coaching
- Project management
- Negotiation
- Change management
- Business strategy
- Strategic planning
- Communication
- Multitasking
- Retail
- Vendor management
- Sales management
- Operations management
- Logistics management
- Business-to-Business (B2B)
- Persuasion
- Credit
- Operating systems
- Patience
- Customer experience
- Time management
- Problem-solving
- Performance management
- Sales operations
- Continuous improvement
- Customer satisfaction
- Customer retention
Composing a great resume is a matter of strategy. Put yourself in the recruiter’s shoe: what would you like to see in an applicant? Follow the suggestions below to get great tips that make resume-writing easy, and get your resume recruiter-ready in no time.
Tip # 1: Follow instructions and showcase your attention to detail
Some hiring managers start thinning out the candidate pool before they even touch the ATS. Pay close attention to the application instructions so that you don’t get a rejection email a day after applying. Keep an eye out for:
- Special submission methods
- Specific formatting instructions
- Chronology preferences
Failing to comply with these first-step requests will make you look uninterested, or worse — negligent. Hiring managers want to see thoroughness and don’t want to waste their time.
Tip # 2: Polish your resume to perfection
Another excellent way to show off your attention to detail — which, by the way, is a crucial skill for customer service management — is submitting a flawless resume. Typos and grammatical errors are often a dealbreaker when applying for any job, but especially this one. You’ll come off as an unprofessional candidate who’s not interested enough in the position to bother opening up spellcheck.
Hiring managers want to know they’ll be able to trust you as you perform your daily duties. Nobody’s looking for an employee that they’ll have to micro-manage. Prove that you’re capable of catching mistakes, whether those mistakes are made by your team or by yourself, by double-checking your work.
Tip # 3: Use metrics to showcase your experience as a customer service manager
Recruiters and hiring managers scan dozens of resumes in a day. How can they tell, when every applicant’s making the same claims, who the best candidates are? Make it easy for them.
Use figures and percentages to define your previous accomplishments in customer service. Avoid claims that can’t be substantiated, like:
- Excellent team player.
- Great at budgeting.
Swap them for sentences that look like:
- Managed a team of 25+ staff members.
- Increased sales by 13% by implementing a new service approach.
Be specific, but remember to keep your statements concise. Use action verbs on your resume whenever possible to make your entries more engaging.
Tip # 4: Avoid embellishing your customer service manager resume with “white lies”
People will say anything they can think of in their resume or in the interview to impress the hiring manager. However, they forget they’re dealing with trained professionals! Getting caught in a lie will immediately disqualify you from the application process.
Even if you get away with lying and land the job, if the truth comes out during your employment, you can be fired on the spot. Everything you worked for will be gone. It’s just not worth it. Just focus on your actual skills.
Tip # 5: Introduce yourself as a customer service manager
Include a short paragraph at the beginning of your resume where you summarize your career arc. This section will help you grab the recruiter’s attention by providing a snapshot of what they’ll see in your resume. Keep it brief, but don’t forget to include your:
- Years of experience in customer service.
- Relevant education and credentials.
- Two or three big accomplishments throughout your career.
