Managed the acquisition of two customer bases and the subsequently sale of company assets. Performed all human resources, including Focused strategy on 5 key elements: performance improvement, communications and collaboration, CRM, e-commerce and knowledge management. Managed customer service teams and coordinated cross-functional teams connecting processing, logistics, and operations. Started at Colorado Access working with members in a program who had both Medicare and Medicaid benefits. Managed transition of support organization from a Lotus Notes based CRM solution to SAP. Managed $5MM budget, 35 direct reports, and 4 indirect reports. Completed restructure and reorganization of parts department and order fulfillment process. Used PMP principles to enhance and improve our service delivery. Cultivated new and existing customer relationships including contract negotiation and rates. Charged with transforming strategic pricing organization, guiding customer service and technical services operations and oversaw logistics department. Let’s delve into some of the skills needed to be an excellent Customer Service Manager. With the company-wide profit and loss issues upper management must consider, it is not always easy to champion the customer service cause. Developed and maintained existing customer relationships in order to achieve customer satisfaction. Worked extensively with dealer and distribution network providing warranty, technical support and employee/customer training. Administered the contacting of new customers to install product(s) and service(s) owed. Maintained the overall service quality for all direct/indirect reports. Implemented complaint workflow for Senior and C level leadership to address and resolve customer complaints within 24 hours. Established 12 new customers which increased FTE's by 7% and reduced placement time by 3 days per order. Achieved revenues of over $1million dollars, through contract support, certification programs, and training programs. Selected accomplishments: Initiated process improvements concerning timely invoicing to obtain 95% within 24 hours after delivery for all orders. Designed, wrote and edited the first Order Entry Manual to help standardize internal operations and increase efficiency. Directed all customer service functions including purchase order entry, order processing and shipping schedules. These 30 ultimate customer service skills enable managers to rise above any problem, no matter the severity of the predicament or the unique context at play. The Head of Customer Support has the primary objective of driving the vision for consistency in customer support standards. Bilingual in Spanish and English.’ ‘Dynamic and strong communicator with four years of experience in customer service. Collaborated with Franchise, Business Development Managers, Regional Management, Customer Delivery and Customer Operations Support. Awarded the President's award for outstanding performance on our ERP implementation. Provided organizational leadership and supervisory assistance and support for a staff 5 clerical workers. Commonly searched customer service skills/keywords will generally be listed under an ad’s “Preferred Qualifications” section; a few examples include phrases like “strong customer service skills,” “ active listening,” “consultative sales skills,” “ conflict resolution,” “fast-paced environments,” “interpersonal skills,” and “customer care.” Maximized performance by implementing a reward program for top performers exceeding monthly metrics and quality targets. Reduced customer complaints more than 50% by reengineering operations in France and England. Developed and implemented training programs using weekly staff meetings, one-on-one coaching, and computer shadowing techniques. Collected, analyzed and interpreted data in areas of supervision to meet organizational goals. Served as champion for workforce management, performance management and incentives, call strategy, and reducing customer irritants. Updated customer and internal departments on installation progress. ‘Customer-oriented call center representative with five years’ experience looking to apply proven ability to improve customer satisfaction. Led efforts to improve Service Division sales by over 100% through improved data analysis and customer retention programs. Exhibited excellent customer service and communication skills Created new hire training program, performance management dashboards and KPI Metrics. Provided oversight to process improvement measures to ensure complete end-to-end customer satisfaction. Email. Directed National Sales and Service Center: developed customer service strategy, performance objectives. Provided leadership and vision for a process improvement culture. impact contributors. Conceived and developed a customer satisfaction survey program integrated into the CRM system - 100% automated. Directed, supported, and coordinated technical support operations with an operating budget of $1M. Provided Technical Support for hospital administrators. Developed customer service intranet to support and streamline multiple company product information and data. Developed meaningful metrics that led to improvement in customer satisfaction/retention, increased sales and customer growth. Executed daily operations of staff planning and scheduling observed and evaluated workers' performance. Canadian customer service activities. Statistics back up the fact that social qualities and competencies dominate this field. Managed a staff of 2 Network Administrators responsible for servicing and maintaining a complete enterprise throughout 4 existing sites. Managed and supervised daily operations of reception desks and 20+ person customer service team. Slashed incident cycle time 90% and improved customer satisfaction by devising cross-functional Systems Administration team and implementing issue prioritization systems. Developed and standardized account procedures to ensure consistent quality metrics were achieved. Regardless of whether people are new consumers of a product or a brand loyal … Search Customer service director jobs. The modern Customer Experience is built on digital foundations, with an ever-changing array of tools and technologies that are constantly pushing the envelope of innovation. Directed 450 + employees located in 5 sites in high volume fast paced environment. Implemented Call Recording System and process for Customer Care. Achieved service level goals for Order Entry accuracy, inbound call volumes, Average Handle Time and Quality. Developed Marketing activation plans to support New Business Development by driving revenue growth in new customers. Prepared reporting analysis for the COO, identifying trends for process improvements and providing recommendations for process improvement. Managed customer service, order management and logistics, retail and wholesale, US and Canada with a team of 3. Learn about the skills and experience needed. Achieved department sales goals in 12 consecutive quarters. Maintained impeccable rapport with all customers, inter-company departments, sales contacts and direct reports. Implemented a CRM system (SalesForce.com) for Customer Support activities and performance metrics. Apply to Director of Customer Service, Director of Quality, Customer Support Representative and more! Identified process improvements and expense reduction initiatives. Provided oversight of daily operations of Call Center, Account Services, Correspondence and Receipting departments. Administered coaching action plans, training/development, one-on-ones, and progressive discipline up to and including termination. Provided leadership and directed customer facing activities from order entry through product shipment. Assumed responsibility for the ECRM field service team that was providing 2nd level support to contracted service providers and dealers. Did you know that 55% of consumers would pay more for a better customer experience, and almost 70% of buying experiences are actually based on how the customers feel they’re being treated? Initiated and completed projects at the rate of 57 new customers per month. Directed staff consisting of 140 employees with 9 direct reports. Established and developed a culture of customer service excellence and donor satisfaction to include measurement and continuous improvement. retention agents and management team. Included: telemarketing manager, sales support, customer service trainer and trainer and management of 70 person training force. Selected to lead the benefit management business process improvement project. Implemented Signature Service level of support to highest revenue generating customers increasing customer satisfaction within this customer base by 40%. Prepared and reviewed order entry accuracy reports, phone reports, and interpreted data. Managed hiring, training, performance monitoring, performance reviews, performance planning, coaching/ development and performance management. Reorganized customer service operations and formed team of Regional Operations Managers, to manage core sales support teams. Initiated service training programs at all company levels, maintaining consistent service levels. Customer Marketing: A Customer Service and Marketing Synergy, Certified Customer Experience Professional: CCEP, Certified Customer Service Organization: CCSO, Certified Customer Experience Professional. Worked closely with RA/QA to gain FDA and CE marks and complete country submissions for products. Developed training program, productivity standards, performance monitoring/measuring process; provided daily work planning/personnel administration through subordinate managers and supervisors. Conceived and developed newly established customer service department. Share this list with your employees and incorporate the skills into onboarding and training programs. Developed Standard Operating Procedures and streamlined workflows between internal departments. Created security groups for business units in support of SOX. In summary, working in the field of customer service is a wonderful adventure and provides many opportunities for career growth. Achieved the leading score on associate satisfaction surveys (AOS) amongst all customer care groups. Developed a professional, knowledgeable VOC focused Customer Service department. Developed logistics goals and objectives in alignment with overall company goals. Managed $3.1M operations and supply budget for Customer Service and Distribution / Order Fulfillment operations. Managed sales teams and order entry teams to decreased number of jeopardy orders by 80% over a 4 month period. When recruiting or considering potential customer service reps, hiring managers also seek expertise in troubleshooting and analysis. Improved the Call Center Service Delivery Statistics to 97% of inbound calls answered within 20 seconds. Established the CND Customer Service/Order Management Group and led team through two successful and sequential short cycle ERP transitions. Initiated a system to consistently contact inactive customers for customer retention. Championed multiple Six Sigma projects impacting improvements for Allstate Financial. Handled customer complaints and worked with various department heads to find resolutions. Provided a wide array of travel services and was the point of first contact for problem resolution. Developed, implemented and monitored new processes and action plans. Customer service representative top skills & proficiencies: Customer Service. Performed management/analysis of customer feedback. These include a customer service mindset, outstanding communication skills, conflict-resolution skills, a creative problem-solving ability, and a high level of empathy.

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