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Director Of Customer Service Resume Samples
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Candidate Info
years in workforce
year at this job
Bachelor of Business Administration
Master of Business Administration
Director of Customer Service
Developed and managed inbound and outbound call activities including sales, sales support, customer service, customer correspondence and special projects.
- Planned and coordinated marketing and promotional activities for retail website.
- Improved retail sales by 15% with a resulting increase of $150,000 per year.
- Project manager responsible for Oracle system implementation including order management, telesales and pricing modules.
- Introduced and implemented new call monitoring procedures for inbound and outbound teams
- Evaluated and coordinated process for sales commissions.
Candidate Info
years in workforce
year at this job
Information Technology
Business Administration
Education
Director of Customer Service
Managed the customer service department for a tax representation service of approximately 48 people charged with disseminating information to customers regarding the status of their cases before the Internal Revenue Service
- Expanded the department from 2 to 4 groups including starting an evening shift.
- Monitored the telecommunications system acting as the liaison between the company and the service provider and completed initial assessments of problems with desktop PCs and printers
- Addressed client and staff questions concerning IRS procedures and laws
- Revised and upgraded the staff position descriptions and created needed support positions.
- Created incentive program for the customer service department
Candidate Info
years in workforce
year at this job
Information Technology
Business Administration
Education
Director of Customer Service
Managed the customer service department for a tax representation service of approximately 48 people charged with disseminating information to customers regarding the status of their cases before the Internal Revenue Service
- Expanded the department from 2 to 4 groups including starting an evening shift.
- Monitored the telecommunications system acting as the liaison between the company and the service provider and completed initial assessments of problems with desktop PCs and printers
- Addressed client and staff questions concerning IRS procedures and laws
- Revised and upgraded the staff position descriptions and created needed support positions.
- Created incentive program for the customer service department
Candidate Info
years in workforce
year at this job
Director of Marketing/director of Customer Service
Recruited, hired, trained, and mentored Marketing staff of 8 team members, and Customer Service Staff of 12 team members.
- Designed, created, and directed development and implementation of interactive and creative direct marketing media, sales promotion, and PR strategies.
- Trained, mentored, and implemented internal Customer Service Call Center.
- Key member of strategic management team developing and implementing growth strategies in lease-up stage of accelerated growth Management Company.
- Negotiated print contracts resulting in saving of 30%.
- Responsible for weekly and monthly analytical reporting.
- Spearheaded multiple successful employee sales contests and employment engagement activities.
Candidate Info
years in workforce
year at this job
Finance
Director of Customer Service
Managed a portfolio of $30M in yearly medical and dental insurance premiums
- Supervised a team of four account executives
- Successfully maintained relationships with existing clients and forged new relationships
- Oversaw open enrollment for new and existing groups
- Facilitated elevated claims issues directly with insurance companies
Candidate Info
years in workforce
years at this job
High School Diploma
Director of Customer Service
Managed 4 Customer Service Account Managers and 20+ Customer Service Reps.
- Handled daily customer service calls and all escalated issues.
- Assigned and Monitored weekly/monthly income quotas.
- Developed training materials and implemented training schedules.
- Analyzed and reported departmental income, business trends and employee statistics on a weekly basis.
- Screened and hired all new employees for the department.
- Worked closely with other departments within the company to ensure proper handling of customer service issues.
Candidate Info
years in workforce
years at this job
Spanish
Accounting
Master of Arts
Director of Customer Service
Develop an integrated Customer Service team that includes all aspects of the customer experience from initial application to customer billing.
- Responsible for the development of Customer Service Programs with a focus on Revenue Protection and System Losses.
- Developed a Collections Program where our team consistently collected 99% of all receivables
- Develop a Customer Service Training Program to address current customer service deficiencies.
Candidate Info
years in workforce
years at this job
Management
Human Behavior And Organizational Psychology
Director of Customer Service and Floor Standards
Ensured outstanding customer service and standards for a top store producing $90M. in sales and employee base of 400 executives and associates
- Lead a team of 40 support Associates ensuring a quality customer experience
- Increased customer service scores by 15% the first year in the position
- Managed several departments throughout the store
- Consistently exceeded sales plan from 5 to 15% every season
Candidate Info
years in workforce
years at this job
Management
Finance
Director of Customer Service
Responsible for overseeing a team of 10 customer service representatives
- Resolved client issues and ensured client satisfaction with products and service
- Responsible for the development, coordination, administration and delivery of all new-hire, product and soft skill learning
- Managed companywide projects on behalf of the contact center.
- Responsible for meeting service levels by accurately forecasting volume, and scheduling for optimal staffing
- Interviewed potential candidates for customer service positions.
- Established and maintained effective channels of communication
- Directed personnel in performance of their duties including sales and customer education on new business development
Candidate Info
years in workforce
years at this job
Sociology
Director of Customer Service
- Directed a fast-paced Customer Service Department for a leading tri-state refreshment service with sales volume over $25M
- Managed staff of 10 representatives in processing orders and monitored programs and procedures for over 2500 clients ensuring expeditious and cost effective delivery of products
- Evaluated staff performance and accuracy by monitoring calls, sales orders and client data in addition to analyzing strategic reports
- Created and implemented Customer Service Training Manual and Health and Safety Policy in compliance with Federal regulations and guidelines
- Interacted with internal and external customers in response to requests while ensuring operations and procedures were executed, promoting positive business relationships and alliances
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