Free Customer Service Director Resume Sample [2020]
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Updated on: 2022-10-11
20-year track record of rendering critical customer support in a busy result-oriented environment for public utility products & services. An unwavering commitment towards customer service, with an ability to foster productive relationships, resolve complex issues and win customer loyalty. Adept at cultivating strategic relationships and engineering partnerships. Endowed with a clinical approach towards coordination & compliance and an excellent judge of performance. Accomplished at client retention and bringing out the best in subordinates by coming to win-win grounds.
• Customer Service Management • Complaint & Conflict Resolution • Retail Operations Management • Front End Supervision
• Order Fulfillment • Team Building & Training • Employee Retention • Communication & Coordination
• Client Account Management • Client Retention • Process Optiization
PROFESSIONAL EXPERIENCE
Strategic Leadership & Team Management
Spearheading all staff and management with a focus on enhancing customer experience & boosting customer satisfaction
Overseeing on-boarding & training of all new associates by designing and developing training modules
Formulating & implementing technology initiatives for all call centers including PBX, voice recording, CMS and CRM
Process Optimization & Compliance
Facilitating information flow between customers and various departments
Implementing Customer Service Training Manual and Health & Safety Policy in compliance with Federal regulations
Evaluating staff performance by monitoring calls, sales orders & client data in addition to analyzing strategic reports
Creating initiatives and defining accountability metrics to manage customer service team and meet business objectives
Key Achievements
Recruited & mentored ~800 new recruits in 5 years
Achieved highest customer retention among all states of the US for 2 consecutive years ('14 and '15)
Implemented innovative methodologies to achieve highest overall efficiency rating of 99.9% within an year
Played an instrumental role in increasing thecompany's market shareby 8%
Strategy & Leadership
Spearheaded a team of 20 customer service agents to formulate strategy & monitor work tasks for optimizing efficiency
Conceptualized & implemented staff training programs, in addition to preparing reference manuals
Process Optimization & Compliance
Prepared departmental budget in addition to conceptualizing and implementing cost control initiatives
Conducted surveys and deployed best practices to determine & disseminate customer service requirements
Implemented improvements including new CRM system and applications to consistently boost customer satisfaction
Key Achievements
Appointed in-charge of escalating customer service issues and analysed data to enhance service levels & boost productivity
Selected out of 100+ managers to receive the Best Customer Service Award for 2 consecutive years
Brainstormed & implemented an alternative delivery mechanism to reduce store return levels by 40%
Leadership & Team Management
Spearheaded a team of ~20 to provide impeccable customer service across different fields
Liaised with BRM and other cross-functional departments to manage resource requirements on a daily basis
Oversaw the processing of 1000+ client queries on a daily basis and ensured ultimate customer satisfaction
Communications & Documentation
Communicated the usage and benefits of products & services to customers
Documented reports to incorporate customer feedback & delivered presentations to enable service enhancements
Key Achievements
Secured top rating by achieving highest customer service standards consecutively for 4 months in 1 year
Compiled & assessed a list of referred customers to significantly boost rate of repeated customers by 35%
Sales & Marketing
Maintained database of returned products and issued notes on each customer service transaction
Exceeded sales targets of returned products as part of fulfilling customer satisfaction requirements
Rendered support for promoting & executing wide-ranging promotional sales & marketing strategies
Client Relations & Customer Management
Handled escalations and calls coming from policyholders in a timely and quality bound manner
Ensured optimum customer service by periodically directing general facility maintenance
Key Accomplishments
Contributed to a ~9% increasein business ('15 - '16) while training and mentoring ~40 new associates and representatives
Recognized as the best 'Customer Service Associate' out of 20 members in the division based on customer feedback
EDUCATION
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Awarded the 'The Phantom's Best New Employee Award' in ’02
Received the 'Employee of the Quarter' at Shutter CS for the third quarter of '96
Public Interaction & Personality Development | Kan's Institute, '97
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