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
      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
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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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