CV / English / Customer Service Manager
Personal Information
- Name: Emma Thompson
- Address: 456 Sunshine Blvd, Happy Valley, CA 94086
- Phone: (123) 456-7890
- Email: [email protected]
Objective
Dynamic and experienced Customer Service Manager with over 8 years of experience in leading diverse teams to achieve outstanding customer service standards, reduce customer churn, and improve overall customer satisfaction. Skilled in developing customer service protocols, training staff, and implementing effective communication channels. Seeking to leverage my expertise to contribute to the success and growth of a forward-thinking company.
Core Competencies
- Leadership and Team Management
- Customer Service Excellence
- Problem Resolution
- Performance Analysis and Improvement
- CRM Systems
- Training and Development
- Communication Skills
- Strategic Planning and Execution
Technologies and Certifications
- CRM Software: Salesforce, Zendesk
- Microsoft Office Suite: Expert
- Certifications:
- Certified Customer Service Manager (CCSM)
- Professional Customer Service (PCS) Certification
Professional Experience
ABC Corporation – San Francisco, CA
Customer Service Manager (2015-2023) - Led a team of 20+ customer service representatives and ensured high-quality customer service was delivered consistently. - Implemented a new CRM system that increased team efficiency by 30%. - Developed and executed strategies for customer retention, reducing churn by 25% within the first year. - Conducted regular training sessions for staff on customer service best practices and new technologies.
DEF Company – San Jose, CA
Customer Service Representative Lead (2013-2015) - Coordinated the customer service team’s daily activities and served as the point of escalation for complex issues. - Ensured customer satisfaction by analyzing complaints and feedback, resulting in a 20% improvement in customer feedback ratings. - Assisted in the implementation of a customer feedback loop to guide the improvement of products and services.
Education and Training
- Bachelor of Science in Business Administration, University of California, Berkeley (2009-2013)
- Leadership in Customer Service Management, Online course, LinkedIn Learning (2016)
- Advanced Communication Skills for Managers, Workshop, New Horizons Learning Centers (2014)
Referees
Available upon request. Please do not hesitate to contact me for further details.