SUMMARY
Results-driven Customer Service Manager with [X years] of experience leading teams to deliver exceptional customer support and drive satisfaction. Proven track record in managing high-performing customer service operations, resolving complex issues, and implementing strategies to improve service quality. Skilled in training and developing staff, streamlining processes, and using CRM systems to monitor performance and customer feedback. Strong leadership and communication abilities with a focus on building customer loyalty, reducing response times, and enhancing the overall customer experience.
SKILLS
EDUCATION
CERTIFICATIONS
PROFESSIONAL EXPERIENCE
+123-456-7890
hello@reallygreatsite.com
123 Anywhere St., Any City
ISABEL MERCADO
Customer Service Manager
February 2018 current Kenosha. WI • Led and developed a team of customer care specialists that grew from a team Of 7 to 16 • Acti&tety monitored staff engagement, ensuring were engaged and fulfilled, resulting in an employee Oversaw pending leads. and service appointment scheduling Of 10K* new and existing Customers while imprmring customer satisfaction • Identified gaps and bottlenecks in customer care. and instituted actionable and incentivized customer feedback cards that improved customer retention by 71% • Created training manuals and workshops for on&arding and
continuing education for customer care specialists
Medical Guardian December 2015 - February 2018 C) Kenosha, WI • Built a comprehensive reporting infrastructure to allow for coaching Of customer service • Reworked existing processes to improve customer retention by and customer satisfaction by • Managed a team of 7 customer service specialists, and led the migration into HubSpot • Handled challenging claims left unresolved by team, and
retained 92% of those customers
Bachelor Of Arts Marketing Carthage College 2010 - 2014 G) Kenosha, WI
Executive Secretary and Business Administration Certification Advanced Executive Assistant and Office Manager Diploma Executive Office Professional Certificate Program
Aldenaire & Partners | 2015 - 2016
Assisted executive secretary in managing and coordinating schedules, meetings, and travel arrangements for senior executives Conducted research and prepared reports on various topics related to the company's operations and industry trends Provided administrative support, including answering phone calls, responding to emails, and preparing correspondence
Strong organizational and time- management skills Exceptional communication and interpersonal skills Ability to work independently and as part of a team Team management Strategic planning Performance evaluation.
Customer Car Manager
Executive Secretary Intern
Customer Service Manage