Resume

Customer Service Manager Resume Example & Writing Guide

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

Customer service managers are responsible for overseeing their company’s customer service team, ensuring that customers are receiving high-quality service at all times. They’re the voice of the customer inside their organization, helping to set customer service standards, define processes, and identify opportunities for improvement.

In addition to managing a team of customer service representatives, customer service managers are often responsible for building and maintaining relationships with key stakeholders in their organization. They need to be able to communicate effectively with multiple departments across their company as well as external partners and vendors.

If you’re looking to break into a new career in customer service or want to advance in your current role, here are some tips and an example resume template to help you write a customer service manager resume that hiring managers will love.

Jennifer Thomas
Phoenix, AZ | (123) 456-7891 | [email protected]
Summary

Seasoned customer service manager with over 10 years of experience in managing and motivating teams to provide excellent customer service. Demonstrated ability to develop and implement customer service policies and procedures that improve customer satisfaction and reduce customer complaints.

Education
Northern Arizona University Jun '10
B.S. in Business Administration
Experience
Company A, Customer Service Manager Jan '17 – Current
  • Managed a team of customer service representatives to ensure the delivery of exceptional customer service and retention goals.
  • Provided coaching, feedback, and recognition for performance improvement in order to achieve company objectives.
  • Developed training plans for new hires based on job requirements and developed schedules that meet business needs while ensuring employee satisfaction with hours worked per week.
  • Trained employees on all aspects of their jobs including but not limited to safety procedures, policies & procedures, products/services offered by the company as well as effective sales techniques and strategies.
  • Maintained an open communication style with staff members at all times regarding expectations, issues or concerns they may have related to work environment or job duties assigned.
Company B, Customer Service Manager 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 sessions for all customer service representatives on company policies and procedures to ensure consistency
  • Managed a team of 40 customer service representatives responsible for answering calls from customers with questions about products or services
  • Improved overall customer satisfaction ratings by implementing a more efficient call center process that reduced wait times
  • Reduced average handle time (AHT) by 10% through improved communication between departments and employees
Company C, Customer Service Representative Jan '09 – Dec '11
  • Acted as first point of contact for customers and provided them with assistance and information pertaining to company products and services.
  • Resolved customer complaints and concerns in a timely and professional manner.
  • Maintained up-to-date knowledge of company products and services to ensure accurate information was provided to customers.
Certifications
  • Certified Customer Service Professional
  • Certified Call Center Manager
  • Certified Quality Assurance Professional
Skills

Industry Knowledge: Persuasion, Motivation, Negotiation, Inter-personal Skills, Dealing with Difficult People, Customer Retention
Technical Skills: Microsoft Office Suite, Outlook, Excel, Word, PowerPoint
Soft Skills: Communication, Leadership, Problem Solving, Teamwork, Analytical Thinking

How to Write a Customer Service Manager Resume

Here’s how to write a customer service manager 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 Manager? How to Become One

Identify and Include Relevant Keywords

Chances are, you’ll be applying for a customer service manager role through an applicant tracking system (ATS). This system will scan your resume for certain keywords related to the job opening. If your resume doesn’t include enough of the right terms, your application might not make it past the initial screening process.

One way to make sure you have the right keywords on your resume is to use a keyword list. You can find lists of common customer service manager keywords online, like these:

  • Customer Satisfaction
  • Customer Experience
  • Contact Centers
  • Customer Retention
  • Customer Service Management
  • Coaching
  • Team Leadership
  • Customer Service
  • Management
  • Sales
  • Teaching
  • Leadership
  • Sales Management
  • Negotiation
  • Operations Management
  • Account Management
  • Team Building
  • Customer Service Training
  • Front Office
  • Guest Service Management
  • Restaurant Management
  • Microsoft Access
  • People Management
  • Teaching Teaching
  • Customer Relationship Management (CRM)
  • Business Strategy
  • Business Planning
  • Business Development
  • Business Management
  • Teamwork

Showcase Your Technical Skills

In order to be successful in this role, it is essential that customer service managers are proficient in a variety of technical systems and procedures. Recruiters are looking for customer service managers who are skilled in programs like Microsoft Office Suite, ERP systems, and manufacturing software. Additionally, it is important that customer service managers are familiar with government regulations related to their industry, as they will often be responsible for ensuring that the organization is in compliance with these regulations.

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