Resume headline examples for customer service manager

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Karen Brown
Dayjob Limited
The Big Peg
120 Vyse Street
Birmingham B18 6NF
England
T: 0044 121 638 0026
E:

PERSONAL SUMMARY

A customer focused professional who possesses a strong sense of urgency with regard to client satisfaction. Karen has superb interpersonal and communication skills, coupled with excellent relationship building capabilities and excellent negotiating abilities. She is someone who has a track record of creating a work culture that rewards teamwork and cooperation. As an experienced manager she fully understands the importance of appearance and behavior in creating a positive impression in any face to face role, this is why she works hard at appearing professional, well dressed and well spoken. Her areas of expertise are precisely those that your company is looking for in an applicant, namely; sales order processing, identifying customer requirements and providing knowledgeable advice to fellow staff members. Right now she is looking to join an ambitious company that is looking to recruit talented people who get results.

CAREER HISTORY

CUSTOMER SERVICE MANAGER – January 2010 – present
Employers name – Coventry
Responsible for responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction. Also in charge of assigning responsibilities, investigating and evaluating complaints and claims and occasionally acting as a manager on duty in the absence of other managerial staff.

Duties;

• Responding to issues such as service inquiries, problem resolution, and retaining accounts.
• Handling customer escalations and all customer relations issues.
• Writing reports and business correspondence.
• Relaying information in a concise and clear manner.
• Managing customer expectations.
• Building customer relationships and loyalty.
• Quickly researching and investigating issues that concern a customer.
• Managing customer service teams, processes, and polices.
• Creating work schedules.
• Conducting visual observations of how staff speak to customers.
• Allocating staff resources.
• Preparing daily, weekly, and monthly reports for senior managers.
• Coaching and developing team members in soft skills.
• Assessing the customer service department’s operational performance against set targets.
• Promoting products and services.

TRAINEE MANAGER – May 2008 – January 2010
Employers name – Birmingham

CASHIER – July 2007 – May 2008
Employers name – Birmingham

KEY SKILLS AND COMPETENCIES

Customer Service Skills

• Dealing with customers and clients in a courteous, professional and diplomatic manner.
• Capable of influencing the opinions of customers.
• Winning over customers.
• Establishing and maintaining positive customer relationships.
• Able to adapt tone, language and style for different customers and situations.
• Able to handle complaints, aggressive customers and difficult situations.
• Visiting important accounts and clients to maintain good relations.
• Delegating work according to an employee’s abilities and skills.
• Effectively presenting information.
• Building up effective customer service teams.
• Willing to work nights, weekends, and holidays.
• Ability to lead and motivate.
• Root-cause analysis.
• Analysing and planning workflow.
• Able to handle unreasonable expectations.

Personal

• Ability to act on own initiative.
• Being patient with demanding customers.
• Well presented, polite, tactful and friendly.

AREAS OF EXPERTISE

Customer Relationships
Customer Service
Client Retention
Answering Queries
Resolving Problems
Evaluating Customers
Account Management
People Management
Up Selling
Advisory Skills

ACADEMIC QUALIFICATIONS 

Central Birmingham University – Management Degree 2003 – 2007
Aston College – HND 2001 – 2003
Coventry School; O levels Maths (A) English (B) Geography (B) Physics (A)

REFERENCES 

Available on request.

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