Developed and implemented performance measurements for Representatives and Supervisors. Developed and implemented comprehensive customer service policies, procedures, initiatives and related guidelines for athletic department staff. Managed sales teams and order entry teams to decreased number of jeopardy orders by 80% over a 4 month period. Optimized an inefficient operation by establishing detailed performance reporting, predictive analysis and standardized processes while continually improving customer satisfaction. Reorganized customer service operations and formed team of Regional Operations Managers, to manage core sales support teams. Developed a system-wide process and methodology to track and manage customer complaints in compliance with state and federal requirements. Developed and managed all aspects of a strategic 24x7 technical support center; resources, budgeting, systems and infrastructure. Worked extensively with accounts payable, accounts receivable, order processing, order fulfillment, and other projects as directed. Focused on customer correspondence and the handling of customer complaints; ensured consistency through organizational development and training initiatives. Provided technical support for retail customers regarding product questions. Implemented retraining programs and consistent policy that led to customer testimonials heralding the best customer experience in the industry. Customer Service Director 20-year track record of rendering critical customer support in a busy result-oriented environment for public utility products & services. An organised, results-oriented Customer Service Professional with an excellent track record of significantly increasing service quality, sales and customer base. Developed communication strategy for new vehicle customers to build credibility, retention and loyalty within dealership and manufacturer. An aptitude for technology. Such courses can be effective for those already in customer support management roles, those … Identified process improvement opportunities, best practices, and future vision for Parts and Warranty teams across the enterprise. Restructured a small customer service department for an e-commerce company. Led the Customer Experience Integration Program and identified and executed customer experience business requirements resulting in decreased customer attrition. Applied Lean Six Maintained compliance with service levels and client contractual commitments; achieved labor and non-labor budget requirements. Managed personnel screening, hiring, termination, and disciplinary responsibilities for the Customer Service Department. Developed and aligned workforce strategies to address key strategic plans and facilitate organizational change initiatives. Established infrastructure to support customer relationship management, increase strategic initiatives, and generate high-growth opportunities. Led two customer service teams, with eight direct reports and an overall team of approximately 225 employees. Assessed departmental results to determine existing training and/or process improvement opportunities to maximize quality and efficiency of each department. Organized several high volume and high profile client ticketing for events such as the Kentucky Derby, Preakness and Belmont Stakes. Reduced customer complaints more than 50% by reengineering operations in France and England. Created and established credit process for all new international and domestic customers. Analyzed and reported web site functionality and customer complaints to improve levels of service and revised internal company policies. Sigma tools (DMAIC, Waste Walks, etc.). Developed and posted departmental and individual contributor Key Performance Indicators for Customer Service, Inside Sales, and Telemarketing teams. An unwavering commitment towards customer service, with an ability to foster productive relationships, resolve complex issues and win customer loyalty. Analytical Ability – The desire to know the customer, Customer Advocacy – It is the Customer Service Manager or Director that reports to upper management on the customer service experience and. Contributed to the branch sales goals by recognizing sales and referral opportunities and effectively referring customers. Organized and managed the Technical Service Department infrastructure. Charged with transforming strategic pricing organization, guiding customer service and technical services operations and oversaw logistics department. Defined and established a new Logistics Organization, including Lorena acquisition personnel (92% of new hiring's). Partnered with credit and pricing departments to implement business process improvements reducing orders placed on hold. Anyone who works in the service industry knows that working in a manager role in the service industry is not easy. Identified key indicators for customer retention. Maintained impeccable rapport with all customers, inter-company departments, sales contacts and direct reports. Led direct mail project management efforts. Fostered and maintained a culture of continuous improvement through mentoring, customer feedback, clear metrics, and collaboration. Learn about the skills and experience needed. Managed customer service department supervision and implementation. Managed full cycle from order entry, installation and invoicing for 4,000 stores and $100M in annual sales. Facilitated operations, training and development, and workforce management. Managed a customer base of over 70,000 personnel across all 50 states. Conducted performance reviews, managed performance issues, and provided coaching. Managed Customer Service teams responsible for ensuring the success of customer base across two sites and multiple lines of business. Effective customer service management involves vivid communication to lessen misinterpretations and misconceptions, and improve customer satisfaction. Prepared reporting analysis for the COO, identifying trends for process improvements and providing recommendations for process improvement. Designed, implemented, and managed the logistics and supply chain strategy for Snapple Beverages. Managed a technical support team of five persons responsible for managing 3,000 systems across multiple company networks in a 24/7 environment. Designed incentive and performance management criteria for front-line agents, team leaders, and department managers. Managed team of 10 customer care specialists supporting $10MM portfolio of durable medical goods. They may not have the knowledge or skill set needed to ensure service excellence across the department. Established the CND Customer Service/Order Management Group and led team through two successful and sequential short cycle ERP transitions. Drafted SLA for 50M startup, lead reviewed all major proposals, led Business Development and Partnership projects. Motivated team to achieve high customer acceptance of programs and superb service delivery. Reviewed and processed all credit request issued by the Customer Care Department. Developed logistics goals and objectives in alignment with overall company goals. Implemented and modified a corporate directed training program designed to maximize customer relations. Implemented a state-of-the-art Customer Satisfaction tracking system; played key role in formulating business requirements for all new call center technology. Managed $3.1M operations and supply budget for Customer Service and Distribution / Order Fulfillment operations. Conceptualized and developed Customer Service Department. Attracted new customers via networking, media advertising, development of print catalog and direct contact. Reduced overall support staffing through continuous improvement initiatives, while improving customer satisfaction metrics for all businesses. Implemented a CRM system (SalesForce.com) for Customer Support activities and performance metrics. Managed customer service, order management and logistics, retail and wholesale, US and Canada with a team of 3. Used Six Sigma methodology to expedite horizontal and vertical integration of all redesigned services. Served as champion for workforce management, performance management and incentives, call strategy, and reducing customer irritants. Participated with supervisory team to create standards for telephone monitoring used for training, performance reviews, and customer satisfaction analysis. Led the CRM business owners team during new system and Customer Portal launch. Collaborated with Franchise, Business Development Managers, Regional Management, Customer Delivery and Customer Operations Support. Anyone who aims to be successful in a customer-facing role should have a basic set of what we call “service skills”. Included modifying inquiry screens and order entry screens. Correspondence.) Developed a computerized documentation process that captured and tracked over 2.6 million customer complaints on an annual basis. A customer service course that is engaging can be an effective way to develop and fine-tune customer care skills. Developed customer service training/education programs for the staff to improve quality of customer service. Developed, measured, and managed team KPIs and SLAs. Developed and implemented training programs using weekly staff meetings, one-on-one coaching, and computer shadowing techniques. Developed highly empathetic client relationships, and earned reputation for exceeding sales goals. Retail Director Skills and Qualifications. Created and implemented Customer Satisfaction surveys for internal/external customers to measure Traveled with sales representatives to solidify customer relationships, understand their needs and implement necessary improvements. Disseminated information to other business units to build a foundation for cross-functional collaboration and promote a cohesive service delivery model. Led efforts to improve Service Division sales by over 100% through improved data analysis and customer retention programs. Analyzed key performance indicators and prepared reports for upper management. payroll and benefits coordination. Promoted in less than a year to lead customer operations, process improvement, and field operations. Implemented complaint workflow for Senior and C level leadership to address and resolve customer complaints within 24 hours. Defined RAS initiatives for SEPATON products based on field data and customer feedback. Delivered project as scheduled and exceeded all defined performance metrics. Managed 8 direct reports and 94 indirect reports. management team. Selected Achievements: Established metrics and mentoring that increased service team's effectiveness and efficiency. Customer Service experience is crucial for the job. Provided leadership and vision for a process improvement culture. Engaged with EMC2 senior and executive management to communicate critical and political incident management developments and action plans. Selected to lead the benefit management business process improvement project. Worked with internal / external customers in Project Management format to enable new product development and existing product enhancements. Implemented systems and documented processes to support all of the company s internal and external customers needs world-wide. Established customer service goals and action plans. Created ERP system based validation process, diminishing shipping errors to rate of 1 in every 15K lines and 5.3 sigma. Developed a customer relationship management (CRM) database resulting in improved customer support and report tracking by 50%. Designed and implemented key process initiatives, created standard operating procedures, and assembled necessary technical staff. Slashed incident cycle time 90% and improved customer satisfaction by devising cross-functional Systems Administration team and implementing issue prioritization systems. Statistics back up the fact that social qualities and competencies dominate this field. Implemented Call Recording System and process for Customer Care. Enhanced order fulfillment performance to the dealer network (score card development). Executed Client Service Expectations Key Performance Indicators (KPI) program for the department. Developed meaningful metrics that led to improvement in customer satisfaction/retention, increased sales and customer growth. Designed and built a new partner sales program, as well as a Customer Care initiative and related team. Conducted daily analysis of circulation distribution system for daily home delivery, daily e-edition and weekly publications. Coordinated all classes for non-medical international accreditation for hospital staff. Started at Colorado Access working with members in a program who had both Medicare and Medicaid benefits. Performed QA testing of vulnerability assessment scripts using manual verification to detect and repair security problems. Implemented new PBX and ACD Data systems, call monitoring system and workforce management system. Established policies and procedures; enhanced ISO and business intelligence operations. Customer service is both a type of job and a set of job skills. Managed all pre/post-sales support as well as service sales. Helped to generate revenue by acquiring new customers and selling pay services via CSR's & door-to-door sales. Led process improvement initiatives across the complex matrix organizations. Supervised team of 5 Customer Service Managers and indirectly managed 25 Supervisors accountable for Customer Service Representative Teams. Developed a three-tier technical support team, which consisted of 3 managers, 15 support engineers. Provided Technical Support for hospital administrators. Established metrics and implemented processes to measure customer satisfaction, customer complaints, service issues and effective customer call routing. When recruiting or considering potential customer service reps, hiring managers also seek expertise in troubleshooting and analysis. Managed key stakeholder relationships across global and regional internal business units, partners, vendors and customers. Managed a customer base of over 200 accounts with a customer retention rate of 94%. Provided all aspects of Human Resources in the contact center. Managed a 40-person sales and customer service department in this international agriculture and industrial supply company. Conducted customer surveys and corresponding activities resulting in improved customer retention and profitability. Monitored and analyzed customer satisfaction, developed and implemented training programs, and established policies for customer inquiries and inbound/outbound sales. Emphasized involvement in daily operations including customer service, billing, accounts payable, payroll, and purchasing. Directed seven multicultural team members within Service and Customer Service operations. 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. Achieved revenues of over $1million dollars, through contract support, certification programs, and training programs. Managed a wide variety of functions including Customer Service, Order Processing, Private Label Credit, and E-commerce. Required fields are marked *. Cultivated new and existing customer relationships including contract negotiation and rates. Developed and monitored daily revenue and contract fulfillment metrics with daily review of compliance regulations. Led initiative in Customer Care to define business processes and requirements in selecting a new billing system. Directed customer care center team of approximately 40 customer care / sales Trained, designed and implemented additional customer service standards focusing on customer satisfaction and technical problem resolution. Since customer support as we know it is both relatively new and rapidly evolving, you may still wonder what kinds of career paths are available to you.. With the company-wide profit and loss issues upper management must consider, it is not always easy to champion the customer service cause. To perform the necessary tasks competently, the director often uses special-purpose telephones, desktop computers, document management software, such as Adobe Systems Adobe Acrobat, and accounting software. Collaborated with sales team to integrate new customers and create tactical plans to implement contracts. Reduced distribution network by 25% while improving customer service levels. If you are in a Customer Service Manager role, congratulations on making it to this level! Executed daily operations of staff planning and scheduling observed and evaluated workers' performance. Monitored and tracked customer complaints, developed teams to address/reduce complaints, and ensured complaints are timely resolved by staff. Analyzed both internal and external customers. Provided leadership and direction to call center operations consistent with performance metrics and applicable regulations. Developed Marketing activation plans to support New Business Development by driving revenue growth in new customers. Developed and directed strategic and tactical initiatives to maintain and improve customer retention metrics. Maintained the overall service quality for all direct/indirect reports. Developed, supported and communicated departmental and organizational quality standards, processes, policies and procedures. Provided operational and strategic input to executives and sales/marketing management to exceed sales goals and objectives and field operations. © Customer Service Institute of America 2020. The average salary for a Field Service Director with Customer Service skills is $113,570. Managed team of 308 in service delivery to 22 Fortune 250 national accounts. Designed and implemented on-line customer service surveys to gather metrics regarding overall customer experience and level of satisfaction. Operated $25M budget with profit and loss (P&L) responsibility and 7direct reports. Led a team of 8 employees responsible for the order fulfillment process. Creates functional strategies and specific objectives for the sub-function and develops budgets, policies, procedures to support the functional infrastructure. Search Customer service director jobs. Established the Front End of JD Edwards as the common Central Instance for IDEX Business Units. Slashed annual warranty costs by more than $500K by establishing a revised policy with Asian vendors. Initiated creation of operational metrics to measure performance, quality and revenue to improve overall operations and productivity. 2,974 open jobs for Customer service director. Included volume and staff forecasting and workforce management Launched quality assurance program. They set an example by creating an internal customer service culture and by continuously learning industry best practices. Managed nine direct reports and overall team of approximately 300 employees. Your email address will not be published. Established and directed customer service operations of the organization. Managed and oversaw all Customer Service Operations including writing and enforcing company policies and procedures. Worked in the product liability department and handled all customer complaints in regard to small appliance. Implemented and delivered new hire training programs allowing for process standardization and improved data collection. Stay in contact with the company’s supervisors to assure fulfillment of customer service standards. Managed daily operations of outbound Call Center Staff and middle management. 2. Live Chat. Focused strategy on 5 key elements: performance improvement, communications and collaboration, CRM, e-commerce and knowledge management. Initiated and completed projects at the rate of 57 new customers per month. 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