Free Customer Service Director Resume Sample [2022]
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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 the company's market share by 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% increase in 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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Our resume experts have created this Customer Service Director resume
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can use the above Customer Service Director resume example to directly
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