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Customer Support Manager Resume Samples
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Candidate Info
18
years in workforce
1
year at this job
Customer Support Manager
Responsible for ultimate ownership & management of the client relationship
- Position reported directly to corporate President & Chief Technology Officer
- Managed client technology program strategy, projects & process
- Provided advocacy amongst a diverse internal & external client base
- Created clear & concise operational analysis & budget forecast reports that drove efficiencies & maximized profit
Candidate Info
14
years in workforce
10
months at this job
Customer Support Manager
Oversaw all customer facing support for multiple cell phone applications.
- Managed customer feedback and support requests through multiple vectors including email, user forums, ticketing system and various social networking outlets.
- Provided first contact support to customers.
- Assisted development and quality assurance teams with version updates including finding and replicating software bugs and testing new pre-release versions.
- Maintained a social networking presence.
Candidate Info
14
years in workforce
5
years at this job
Customer Support Manager
Hired to implement a brand new customer service team
- Responsible for creating customer support policies and procedures
- Implemented several initiatives to increase overall customer satisfaction (increase of 20%) as well as reduce customer issue resolution time from 7 business days to less than 2 business days
- Continually work with other department heads and managers to increase overall productivity across the organization with the overall goal of increasing customer satisfaction
- Generated and analyzed statistical reports of KPI's for both performance and staffing
Candidate Info
16
years in workforce
3
years at this job
Photography
Photography & Digital Imaging For Design
Customer Support Manager
- Managed daily operations for a team of 11 customer support representatives.
- Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.
- Collaborated with members of the management team to provide leadership and direction to employees throughout the Support department.
- Analyzed key metrics to ensure optimal staff performance so that departmental and company
- Motivated staff through individual coaching sessions, mentoring and career development
- Participated in HR functions including policy development, interviewing, hiring decisions and job
Candidate Info
20
years in workforce
4
years at this job
Customer Support Manager
Responsible for customer support in a large geographic area.
- Managed on highway truck repairs, up to class eight.
- Marine customer activities included commercial and pleasure craft.
- Supported oil and gas drilling operations.
- Managed generator support operations.
- Responsibilities included 15 in-house technicians as well as five field technicians on call 24/7.
Candidate Info
24
years in workforce
7
months at this job
Senior Customer Support Manager
- Built out the Customer Support function in a start-up environment
- Developed the functional specifications for the Customer Support Admin tool and worked with developers to bring the tool online
- Determined, documented and disseminated Customer Support policies and procedures
- Developed and delivered 80 hours of Onboarding curriculum for frontline Customer Support Agents
- Designed and developed On-Demand Training modules for new procedures and job tasks
- Coached and mentored the vendor management team and trainer
- Created, authored, and maintained a full Support Knowledge Base and customer-facing Frequently Asked Questions (FAQs)
- Maintained a Customer Support presence on the Community forums
Candidate Info
22
years in workforce
2
years at this job
Customer Support Manager
Responsible for building the customer support department infrastructure in a startup environment.
- Manage a staff of five employees
- Responsible for developing process and developing process within Salesforce CRM
- Responsible for managing the day to day operations of the customer department.
- Competency in Salesforce, Microsoft Office Suite, Team Building, Process Improvement, Team Management
Candidate Info
7
years in workforce
2
years at this job
Communications
Customer Support Manager
- Head of the cancellations, refunds/returns and billing issues department.
- Trainer and Manager of a small team of Customer Service Representatives.
- Took all escalated calls and resolved difficult issues regarding client complaints and other matters.
- Analyzed customer accounts and advised members how to run their businesses successfully and training members on how to navigate and perform tasks on their replicated websites.
- Worked directly with the Director of Operations on updating policies and procedures for client services.
- Authorize and ensure validity of customer returns, exchanges, check authorizations, voids, and discretion discounts.
Candidate Info
9
years in workforce
1
year at this job
BA
Psychology
Senior Customer Support Manager
Maintained a client base of over 200 top accounts through phone calls and site visits
- Analyzed customer / prospects bills to identify cost saving potential
- Sold new services and products to clients based on billing analysis
- Created custom billing reports based on clients needs
- Directed customer support training for new hires
- Worked closely with the technical department to resolve client trouble tickets
- Traveled with and assisted sales team during sales calls
- Reviewed and analyzed competitors proposals, and developed counter proposals for sales team
- Consistently had customer retention levels of 95%, well above the company average
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