Customer Service Manager Resume
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Charles Bloomberg
Seattle, USA
charlesbloomberg@gmail.com
(621) 799-5548
in/cbloomberg
PROFESSIONAL SUMMARY
Seasoned Customer Service Manager with over 8 years of experience in leading customer support teams, implementing service strategies, and driving customer satisfaction improvements.
PROFESSIONAL Experience
Customer Service Manager | Company A
January 2020 — Present, Seattle, USA
• Managed a team of 25 customer service representatives, maintaining an average customer satisfaction score of 95% over two years using Zendesk.
• Implemented a new CRM system that reduced response times by 35% and decreased resolution time from 48 hours to 24 hours.
• Developed and executed training programs, leading to a 20% increase in first-call resolution rates and a 15% reduction in escalation rates.
• Spearheaded a customer feedback initiative that collected over 10,000 responses annually, identifying key areas for service improvement and increasing Net Promoter Score (NPS) by 12 points.
• Monitored and analyzed performance metrics, resulting in a 10% improvement in team productivity and a 5% increase in overall operational efficiency.
• Implemented a new CRM system that reduced response times by 35% and decreased resolution time from 48 hours to 24 hours.
• Developed and executed training programs, leading to a 20% increase in first-call resolution rates and a 15% reduction in escalation rates.
• Spearheaded a customer feedback initiative that collected over 10,000 responses annually, identifying key areas for service improvement and increasing Net Promoter Score (NPS) by 12 points.
• Monitored and analyzed performance metrics, resulting in a 10% improvement in team productivity and a 5% increase in overall operational efficiency.
Customer Service Supervisor | Company B
June 2016 — December 2019, Dallas, USA
• Led a team of 15 customer service agents, achieving a 98% on-time resolution rate and maintaining call quality standards above 90%.
• Enhanced customer service protocols, reducing average call handling time by 20% and improving customer retention by 10%.
• Delivered bi-monthly performance evaluations and coaching sessions, resulting in a 25% increase in team member promotions.
• Collaborated with the IT department to implement a ticketing system, streamlining case management and improving workflow efficiency by 30%.
• Enhanced customer service protocols, reducing average call handling time by 20% and improving customer retention by 10%.
• Delivered bi-monthly performance evaluations and coaching sessions, resulting in a 25% increase in team member promotions.
• Collaborated with the IT department to implement a ticketing system, streamlining case management and improving workflow efficiency by 30%.
Customer Support Team Lead | Company C
March 2014 — May 2016, San Antonio, USA
• Coordinated daily operations for a team of 10 customer support representatives, ensuring adherence to service level agreements with a 99% compliance rate.
• Conducted regular training workshops, leading to a 15% improvement in customer satisfaction scores and a 12% reduction in customer complaints.
• Created and maintained a comprehensive knowledge base, decreasing average handling time by 10% and increasing first-call resolution by 18%.
• Conducted regular training workshops, leading to a 15% improvement in customer satisfaction scores and a 12% reduction in customer complaints.
• Created and maintained a comprehensive knowledge base, decreasing average handling time by 10% and increasing first-call resolution by 18%.
Customer Service Representative | Company D
January 2012 — February 2014, Austin, USA
• Handled an average of 100 customer inquiries daily, maintaining a 95% customer satisfaction rating.
• Resolved technical issues for customers by collaborating with the engineering team, reducing issue resolution time by 25%.
• Processed refunds and exchanges efficiently, achieving a 98% accuracy rate and enhancing overall customer trust.
• Resolved technical issues for customers by collaborating with the engineering team, reducing issue resolution time by 25%.
• Processed refunds and exchanges efficiently, achieving a 98% accuracy rate and enhancing overall customer trust.
Education
Bachelor of Business Administration | University of Texas at Austin
2011
Expert-Level Skills
Customer Relationship Management (CRM), Zendesk, Ticketing Systems, Performance Metrics, Team Leadership, Training and Development, Problem Solving, Effective Communication, Time Management, Microsoft Office Suite, Conflict Resolution
