Resume

Customer Service Director Resume Example & Writing Guide

Use this Customer Service Director resume example and guide to improve your career and write a powerful resume that will separate you from the competition.

Customer service directors are responsible for overseeing the customer service department of a company. They oversee a team of customer service agents and work with them to develop processes and procedures for handling customer complaints, inquiries, and requests. They also manage the flow of customer information throughout the organization so that everyone is working from the same set of facts when responding to customers.

Because customer service is such an integral part of any business, directors need strong interpersonal skills, as well as experience managing teams. Here are some tips and an example resume to help you write a customer service director resume that hiring managers will love.

Michael Garcia
Chicago, IL | (123) 456-7891 | [email protected]
Summary

Seasoned customer service director with over fifteen years of experience in leading and managing teams that provide world-class support to customers. Demonstrates a proven track record in designing and implementing customer service strategies that improve customer satisfaction, reduce churn, and increase brand loyalty.

Education
Keller Graduate School of Management Jun '10
M.B.A. in Marketing
University of Illinois at Chicago Jun '06
B.S. in Business Administration
Experience
Company A, Customer Service Director Jan '17 – Current
  • Managed a team of 20+ customer service representatives to deliver exceptional customer experience and retention rates by improving the quality of phone calls, emails, and live chats.
  • Developed new training programs for CSRs based on company goals and objectives as well as industry best practices.
  • Oversaw implementation of CRM tools such as Salesforce to track performance metrics including call volume, average handle time, etc., in order to identify opportunities for improvement.
  • Collaborated with other departments within the organization (e.g., Finance) to develop budgets that align with business goals while considering financial constraints and limitations.
  • Created marketing campaigns aimed at increasing brand awareness among target audiences through various channels such as social media, email marketing, search engine optimization (SEO), etc..
Company B, Customer Service Director Jan '12 – Dec '16
  • Spearheaded the implementation of a new customer service software program, resulting in an increase in efficiency and productivity by 25%
  • Conducted training for all customer service representatives on company policies and procedures to ensure consistency throughout the department
  • Managed a team of 40 customer service representatives responsible for answering calls from customers with questions about products or services
  • Improved overall satisfaction among customers by 10% through improved communication between sales and support teams
  • Achieved 95% call resolution rate (the percentage of calls that are answered) within three minutes during peak business hours
Company C, Customer Service Representative Jan '09 – Dec '11
  • Answered customer inquiries via telephone and email in a prompt and professional manner.
  • Resolved customer complaints in a timely and efficient manner.
  • Maintained up-to-date knowledge of company products and services.
Certifications
  • Certified Customer Service Professional
  • Certified Call Center Director
  • Certified Quality Manager
Skills

Industry Knowledge: Customer Service, Sales, Marketing, Management, Human Resources, Project Management, Organizational Skills, Team Management
Technical Skills: Microsoft Office Suite, Salesforce, SAP, NetSuite, Oracle, QuickBooks
Soft Skills: Communication, Leadership, Teamwork, Problem Solving

How to Write a Customer Service Director Resume

Here’s how to write a customer service director resume of your own.

Write Compelling Bullet Points

The best way to make your resume stand out is to use specific examples and numbers. So rather than saying you “managed customer service team,” you could say that you “increased customer satisfaction rate by 15% in six months by developing new training program and providing ongoing coaching and feedback to team members.”

The second bullet point is much stronger because it provides specific details about what you did, how you did it, and the results of your work.

Related: What Is a Customer Service Director? How to Become One

Identify and Include Relevant Keywords

When you apply for a customer service director role, your resume is likely to be scanned by an applicant tracking system (ATS) for certain keywords. This program looks for specific terms related to the job like “customer service” and “problem solving” in order to determine whether your experience is a match for the job opening. If you don’t have enough relevant keywords on your resume, the ATS might reject your application before a recruiter ever sees it.

To make sure this doesn’t happen, use this list of customer service director keywords as a starting point:

  • Customer Satisfaction
  • Customer Experience
  • Customer Retention
  • Contact Centers
  • Sales
  • Team Leadership
  • Account Management
  • Customer Service Management
  • Coaching
  • Telecommunications
  • Customer Service
  • Employee Training
  • Leadership
  • Customer Service Training
  • Change Management
  • Time Management
  • Retail
  • Teaching
  • Team Building
  • Negotiation
  • Performance Management
  • Performance Improvement
  • Business Process Improvement
  • Teamwork
  • Sales Management
  • Management
  • Microsoft Access
  • Vendor Management
  • Leadership Development
  • Call Center Design

Showcase Your Technical Skills

Customer service directors use a variety of technology to do their jobs, so it is important to list any relevant technical skills you have. Programs like Microsoft Office Suite, social media platforms like LinkedIn and Twitter, and customer service software like Zendesk and Salesforce are all commonly used by customer service directors. Additionally, customer service directors may be called on to use specific software programs relevant to their industry, so it is important to be familiar with as many programs as possible.

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