sample resume for senior customer service executive

• Customer Service Executive Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Customer Service Executive Resumes:

• Respond to customer inquiries via phone, email, and chat
• Resolve customer complaints and issues in a timely and professional manner
• Maintain accurate records of customer interactions and transactions
• Collaborate with other departments to ensure customer satisfaction
• Identify and escalate complex issues to senior management
• Provide product and service information to customers
• Process orders, returns, and exchanges
• Monitor customer feedback and suggest improvements to products and services
• Train new customer service representatives
• Participate in team meetings and contribute to process improvement initiatives

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Customer Service Executive Resume Example:

• Improved customer satisfaction scores by 10% through proactive follow-up on inquiries and issues.
• Developed detailed customer service policies and processes, resulting in improved efficiencies and customer experiences.
• Coordinated cross-functional training protocols for customer service personnel on customer service processes and procedures.
• Spearheaded the launch of a customer service management system, driving an 18% reduction in customer interaction times
• Established quality control protocols to ensure customer service standards were upheld and exceeded
• Utilized customer feedback and insights to identify opportunities for improvement and drive growth
• Improved customer loyalty and retention by designing custom experiences and personally engaging with customers
• Developed a customer sentiment tracking system, resulting in a better understanding of customer requirements
• Monitored customer accounts to optimize order status, payment, and account management operations
• Excellent communication and interpersonal skills
• Problem-solving and analytical mindset
• Conflict resolution and negotiation skills
• Knowledge of customer service principles and practices
• Customer service management system design and implementation
• Quality control management and monitoring
• Experienced in cross-functional team training and coordination
• Proficient in tracking customer sentiment and feedback
• Self-motivated and proactive team player
• Expertise in order status, payment, and account management systems
• Ability to design custom experiences for improved customer loyalty and retention
• Communication

Top Skills & Keywords for Customer Service Executive Resumes:

Hard skills.

• Customer Relationship Management (CRM) Software
• Call Center Management
• Complaint Resolution
• Conflict Resolution
• Data Analysis and Reporting
• Knowledge of Product/Service Offerings
• Multitasking and Time Management
• Sales and Upselling Techniques
• Technical Troubleshooting
• Written and Verbal Communication
• Attention to Detail
• Empathy and Active Listening

Soft Skills

• Communication and Interpersonal Skills
• Empathy and Customer-Centric Mindset
• Problem Solving and Critical Thinking
• Active Listening and Feedback Incorporation
• Time Management and Prioritization
• Adaptability and Flexibility
• Conflict Resolution and Negotiation
• Patience and Tactfulness
• Attention to Detail and Accuracy
• Positive Attitude and Enthusiasm
• Multitasking and Efficiency
• Teamwork and Collaboration

Resume Action Verbs for Customer Service Executives:

• Facilitated
• Coordinated
• Communicated
• Streamlined
• Collaborated
• Prioritized
• De-escalated
• Investigated
• Personalized
• Anticipated

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Resume FAQs for Customer Service Executives:

How long should i make my customer service executive resume, what is the best way to format a customer service executive resume, which keywords are important to highlight in a customer service executive resume, how should i write my resume if i have no experience as a customer service executive, compare your customer service executive resume to a job description:.

• Identify opportunities to further tailor your resume to the Customer Service Executive job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for Customer Service Executives:

Customer service specialist, customer service associate, customer service lead, customer service coordinator, customer service intern, customer service relations, customer service representative, customer service manager.

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Customer Service Executive Resume Examples

Writing a resume can be intimidating and difficult, but it is essential for job seekers looking to land that perfect customer service executive role. Crafting an effective resume is key to being called in for an interview, and the tips and advice in this guide will help you create an impressive resume that will give you the best chance at success. We will discuss the essential elements of a resume, what to include in each section, and provide examples to help get you started. With this guide, you will be well on your way to writing a strong and successful customer service executive resume.

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Customer Service Executive

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

A Customer Service Executive with extensive experience in customer service and client relations. Possessing excellent communication and problem- solving skills, adept at creating an enjoyable and tailored customer experience. Proven success in developing relationships with clients and providing solutions to customer service inquiries. Committed to delivering the highest level of customer service, while promoting the organizational objectives.

Core Skills :

• Excellent customer service
• Strong problem solving abilities
• Superb communication skills
• Organization and time management
• Flexibility and adaptability
• Conflict resolution
• Compliance and process adherence
• Knowledge of customer service principles and practices

Professional Experience :

Customer Service Executive, ABC Company- May 2012- April 2019

• Managed customer inquiries, both incoming and outgoing calls, emails and direct customer inquiries
• Developed and maintained strong relationships with clients to assess satisfaction with products
• Collaborated with cross- functional teams to identify customer needs and develop an action plan
• Ensured the highest levels of customer service were provided to customers
• Ensured customer service standards were met and exceeded
• Provided effective solutions to customer inquiries in a timely manner
• Resolved customer complaints within established guidelines

Education :

Bachelor of Science in Business Administration, ABC University – 2011

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Customer Service Executive Resume with No Experience

Objective: Seeking a Customer Service Executive role to effectively utilize my interpersonal skills and extensive knowledge of customer service principles.

Highly motivated customer service professional with excellent communication and problem- solving skills. Proven ability to build strong relationships with customers while providing guidance and support. Looking to apply my knowledge of customer service fundamentals to a challenging role.

• Excellent communication skills
• Problem solving skills
• Customer- oriented
• Excellent multitasking abilities
• Knowledge of customer service principles
• Highly organized

Responsibilities :

• Responding to customer inquiries in a timely manner
• Assisting customers in resolving their issues
• Providing excellent customer service
• Maintaining a professional attitude when dealing with customers
• Ensuring customer satisfaction and resolving any customer complaints
• Processing customer orders and payments
• Updating customer records and information in the system.

Experience 0 Years

Level Junior

Education Bachelor’s

Customer Service Executive Resume with 2 Years of Experience

A highly motivated Customer Service Executive with two years of experience in the customer service industry. Proven ability to develop successful strategies for customer service delivery and customer relations management. Skilled in troubleshooting customer issues and providing a positive customer experience. Possesses strong organizational skills and is adept at problem solving.

• Excellent interpersonal, communication and organizational skills
• Strong customer service orientation
• Proficient in customer service software
• Proficient in Microsoft Office applications
• Ability to multitask and prioritize tasks
• Ability to remain calm and professional when faced with difficult customers
• Provide prompt and courteous customer service to customers
• Resolve customer inquiries and complaints promptly and effectively
• Assist customers with product selection and product knowledge
• Ensure customer orders are processed accurately and in a timely manner
• Follow up with customers to ensure satisfaction
• Keep accurate records of customer interactions and transactions
• Take payments and handle cash transactions accurately
• Stay up to date on product information and changes in customer service policies

Experience 2+ Years

Customer Service Executive Resume with 5 Years of Experience

Highly motivated customer service executive with 5 years of experience in providing customer support in a corporate environment. Skilled at resolving customer issues in a timely and efficient manner, leveraging strong communication, problem- solving and interpersonal skills. Organized and detail- oriented, able to handle customer inquiries both quickly and professionally. Experienced in leveraging various customer service tools to manage customer accounts.

• Customer service and support
• Face- to- face customer interaction
• Attention to detail
• Written and verbal communication
• Problem- solving and issue resolution
• Account management
• Responding to customer inquiries via phone, email, and in- person
• Investigating customer issues and finding solutions to resolve them
• Processing orders, returns and exchanges
• Answering customer questions on product features and services
• Handling customer complaints and escalations
• Assisting customers in setting up accounts and managing their profiles
• Creating reports on customer feedback and account activity

Experience 5+ Years

Level Senior

Customer Service Executive Resume with 7 Years of Experience

A highly motivated and detail- oriented Customer Service Executive with 7 years of experience in providing customer service, maintaining customer relationship, and resolving customer complaints. Proven ability to build competitive advantages through excellent customer service, communication, and problem- solving skills. Adept at working in fast- paced environments, managing customer expectations, and multitasking.

• Customer service
• Customer relationship management
• Problem- solving
• Communication
• Time management
• Multi- tasking
• Providing prompt and courteous customer service
• Assisting customers with inquiries and complaints
• Establishing and maintaining effective customer relationships
• Responding to customer emails and phone calls in a timely manner
• Resolving customer complaints in a professional and timely manner
• Updating customer records in the database
• Processing customer orders accurately and efficiently
• Developing and implementing strategies to build customer loyalty
• Monitoring customer satisfaction and providing feedback to ensure quality control
• Developing customer service policies and practices
• Handling customer inquiries and complaints in a professional and courteous manner.

Experience 7+ Years

Customer Service Executive Resume with 10 Years of Experience

A customer service executive with a decade of experience in interacting with customers, resolving customer service inquiries and complaints, and providing customer service support. Possess strong communication and problem- solving skills with a solid track record of improving customer service satisfaction. Possess great understanding of customer service processes and procedures, knowledgeable in customer service software, databases, and tools.

• Excellent Communication and Interpersonal Skills
• Customer Service Support
• Customer Service Software and Databases
• Customer Service Processes and Procedures
• Time Management
• Answered customer inquiries through phone calls and emails.
• Assisted customers in resolving their complaints and problems.
• Provided customer service support to customers.
• Maintained customer service records and updated customer information as necessary.
• Managed customer service escalations and ensured positive customer experiences.
• Maintained customer service software and databases.
• Processed customer orders and ensured accuracy.
• Developed customer service processes and procedures.
• Handled customer returns and exchanges.
• Assisted in the development of customer service policies and procedures.

Experience 10+ Years

Level Senior Manager

Education Master’s

Customer Service Executive Resume with 15 Years of Experience

A highly experienced Customer Service Executive with 15 years of experience in providing excellent customer service to customers from a diverse range of backgrounds. Possess extensive knowledge in analyzing customer needs, problem solving and data management. A creative problem solver who is able to build and maintain professional relationships with customers. Proficiency in troubleshooting customer issues and communicating solutions.

• Analyzing customer needs
• Problem solving
• Data management
• Customer relations
• Troubleshooting customer issues
• Communicating solutions
• Collecting customer feedback and resolving customer issues
• Assessing customer satisfaction and resolving product related issues
• Providing product and service information to customers
• Responding to customer inquiries in a timely fashion
• Keeping accurate records of customer interactions
• Monitoring customer trends and providing feedback to management
• Developing customer service strategies to improve customer experience
• Investigating customer complaints and taking appropriate action
• Proactively suggesting solutions to ensure customer satisfaction

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a Customer Service Executive resume?

Customer service executive is a specialized professional who is responsible for ensuring customer satisfaction. They provide assistance to customers regarding products and services. A customer service executive should have excellent communication, problem solving and customer service skills. To stand out from the crowd when applying for customer service executive jobs, a well-crafted resume should be included in the application.

When it comes to crafting an impressive customer service executive resume, the following should be included:

• Contact information: Name, address, phone number and email address
• Professional summary: A concise and compelling summary of your professional experience and qualifications
• Work experience: Include job titles, employers, dates of employment and a brief description of your duties
• Education: List all schools attended, degree and any relevant certifications
• Skills: Include customer service and technical skills, as well as any language proficiency
• Additional experience: Any other relevant experience that could be applicable, such as volunteer work and internships
• References: List at least two professional references

A customer service executive resume should be well-crafted and comprehensive, so that employers can get a good idea of the applicant’s qualifications and experience. Including the above-mentioned information will help the applicant stand out from the competition and increase the chances of getting the job.

What is a good summary for a Customer Service Executive resume?

A Customer Service Executive resume summary is a great way to quickly show potential employers why they should hire you. From providing excellent customer service to demonstrating strong problem-solving skills, a customer service executive resume summary should highlight your ability to handle customer complaints and inquiries with professionalism and efficiency. Furthermore, customer service executive roles often require excellent communication and interpersonal skills, so make sure to emphasize in your summary your ability to understand customer needs and provide appropriate solutions. With these key qualities highlighted, your customer service executive resume summary will have a great chance of catching the eye of potential employers.

What is a good objective for a Customer Service Executive resume?

A Customer Service Executive is a key member of any customer service team. They provide assistance, answer questions, and help to resolve customer issues. A good objective on a Customer Service Executive resume should reflect the job seeker’s ability to provide excellent customer service and be a team player. It should also highlight qualities specific to the position, such as communication skills and problem-solving abilities. Here are some examples of good objectives for a Customer Service Executive resume:

• To use my strong customer service and communication skills to provide timely and efficient service to all customers.
• To utilize my excellent problem-solving abilities to resolve customer complaints and issues quickly and efficiently.
• To use my experience in customer service to ensure customer satisfaction with every interaction.
• To use my knowledge of customer service technology and processes to ensure an exceptional customer experience.
• To work closely with the customer service team to provide the best possible customer service.
• To build strong customer relationships and ensure customer loyalty.

By writing a strong objective on your Customer Service Executive resume, you can show employers that you have the skills and qualities they’re looking for. Be sure to include specific examples of how you can help the company achieve their goals and provide the best customer service.

How do you list Customer Service Executive skills on a resume?

Customer service is one of the most important roles in any organization. A Customer Service Executive is responsible for providing customer service support, handling customer inquiries, resolving customer complaints, and resolving customer disputes. To be a successful Customer Service Executive, you need to have a well-rounded set of skills and qualities. Here are some of the customer service executive skills you should consider listing on your resume:

• Excellent Communication: A customer service executive must be able to communicate effectively with customers, both verbally and in writing. This includes having strong customer service telephone skills, as well as being able to effectively communicate through emails, social media, and other forms of communication.
• Problem Solving: A customer service executive must be able to effectively solve customer issues and disputes. This includes being able to analyze the problem quickly and accurately, identify the root cause, and find an appropriate solution.
• Attention to Detail: A customer service executive should have a keen eye for detail. They should be able to quickly spot errors and discrepancies, as well as make sure customer documents are accurate and up to date.
• Adaptability: A customer service executive must be able to quickly adapt to customer needs and provide customer service that is tailored to the customer’s individual needs.
• Patience: A customer service executive should have a high level of patience, especially when dealing with difficult customers. They must be able to remain calm and professional in difficult situations.
• Interpersonal Skills: A customer service executive should be a people person. They must be able to develop positive relationships with customers, and handle customer inquiries in a polite and friendly manner.

These are just some of the many customer service executive skills that you should consider listing on your resume. With these skills, you will be well-equipped to provide excellent customer service and ensure customer satisfaction.

What skills should I put on my resume for Customer Service Executive?

When applying for a position as a Customer Service Executive, it is important to include the right skills and qualifications on your resume. To ensure that your resume stands out, here are some key skills to highlight that will help you land the job:

• Excellent Communication: A Customer Service Executive must be able to communicate effectively with customers and other personnel. This includes the ability to listen to customer inquiries, respond to their inquiries in a professional manner, and to be able to communicate solutions to customer concerns.
• Problem-Solving Skills: A Customer Service Executive must be able to think quickly and creatively when it comes to resolving customer issues. They should be able to assess customer needs, identify solutions, and devise strategies to effectively resolve customer concerns.
• Multitasking: This job requires the ability to juggle multiple tasks at once. A Customer Service Executive must be able to handle customer inquiries, respond to emails and phone calls, and manage customer accounts with efficiency.
• Time Management: As a Customer Service Executive, it is important to be able to manage time effectively. This includes the ability to prioritize tasks, meet deadlines, and manage customer inquiries in a timely manner.
• Interpersonal Skills: A successful Customer Service Executive must possess strong interpersonal skills. They should be able to build relationships with customers, respond to customers in a friendly manner, and be able to handle difficult customers in a professional manner.

By demonstrating these skills on your resume, you can increase your chances of getting the job as a Customer Service Executive.

Key takeaways for an Customer Service Executive resume

A resume for a customer service executive should be thoughtfully crafted to showcase the qualities and experiences that make you the ideal candidate for the job. You will want to emphasize skills related to problem solving and customer service, as well as any experience that you have leading teams or processes related to customer service. Here are a few key takeaways to consider when writing your customer service executive resume:

• Highlight your problem-solving skills: Make sure to showcase your ability to handle customer complaints, disputes, and other issues. Show that you can think critically and find creative solutions to complex customer service problems.
• Demonstrate your team leadership experience: If you have any experience leading customer service teams, be sure to include it on your resume. Showcase the positive results that you achieved and the leadership qualities that you possess.
• Feature your customer service experiences: Include any customer service experiences you have had, including jobs in customer service or any positions where you had to interact with customers. For example, if you have been a sales associate in the past, include that experience on your resume.
• Connect your customer service experience to the position you’re applying for: Show the hiring manager how your customer service experience makes you a perfect fit for the executive position. Show how you can bring success and innovation to their customer service team.
• Showcase your communication skills: Good communication skills are an important part of any customer service executive role. Show the hiring manager that you’re a great listener and communicator by including examples of effective communication in your resume.

A customer service executive resume should showcase the skills and experiences that make you the ideal candidate for the job. Highlight your problem-solving skills, team leadership experience, customer service experiences, and communication skills. With a well-crafted customer service executive resume, you can show the hiring manager how you can bring success and innovation to their customer service team

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Customer Service Executive Resume Examples and Templates

This page provides you with Customer Service Executive resume samples to use to create your own resume with our easy-to-use resume builder . Below you'll find our how-to section that will guide you through each section of a Customer Service Executive resume.

How to Write a Customer Service Executive Resume?

To write a professional Customer Service Executive resume, follow these steps:

• Select the right Customer Service Executive resume template.
• Write a professional summary at the top explaining your Customer Service Executive’s experience and achievements.
• Follow the STAR method while writing your Customer Service Executive resume’s work experience. Show what you were responsible for and what you achieved as {a/an} Customer Service Executive.
• List your top Customer Service Executive skills in a separate skills section.

How to Write Your Customer Service Executive Resume Header?

Write the perfect Customer Service Executive resume header by:

• Adding your full name at the top of the header.
• Add a photo to your resume if you are applying for jobs outside of the US. For applying to jobs within the US, avoid adding photo to your resume header.
• Add your current Customer Service Executive to the header to show relevance.
• Add your current city, your phone number and a professional email address.
• Finally, add a link to your portfolio to the Customer Service Executive resume header. If there’s no portfolio link to add, consider adding a link to your LinkedIn profile instead.
• Bad Customer Service Executive Resume Example - Header Section

Omari 9507 Morris Street Somerset, NJ 08873 Marital Status: Married, email: [email protected]

• Good Customer Service Executive Resume Example - Header Section

Omari Hester, Somerset, NJ, Phone number: +1-555-555-5555, Link: linkedin/in/johndoe

Make sure to add a professional looking email address while writing your resume header. Let’s assume your name is John Doe - here is a formula you can use to create email addresses:

• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]
• [email protected] - [email protected]

For a Customer Service Executive email, we recommend you either go with a custom domain name ( [email protected] ) or select a very reputed email provider (Gmail or Outlook).

How to Write a Professional Customer Service Executive Resume Summary?

Use this template to write the best Customer Service Executive resume summary: Customer Service Executive with [number of years] experience of [top 2-3 skills]. Achieved [top achievement]. Expert at [X], [Y] and [Z].

How to Write a Customer Service Executive Resume Experience Section?

Here’s how you can write a job winning Customer Service Executive resume experience section:

• Write your Customer Service Executive work experience in a reverse chronological order.
• Use bullets instead of paragraphs to explain your Customer Service Executive work experience.
• While describing your work experience focus on highlighting what you did and the impact you made (you can use numbers to describe your success as a Customer Service Executive).
• Use action verbs in your bullet points.

Customer Service Executive Resume Example

Customer Service Executive

• Customer Service Executive handling inquiries for Personal and Business Customers in Banking and Money Segmentation.
• Recognized as 'Best CSE' for efficient handling of the Personal Internet Banking queue.
• Project Manager overseeing sales agent-customer interactions from sale initiation to completion.
• Coordinated various groups involved in customer orders, ensuring a synchronized timetable.
• Led problem-solving efforts and provided exceptional customer service.
• Trained Sales staff on Bain & Company products.
• Received the Customer Service Award for outstanding performance.

Jr. Customer Service Executive Resume Example

Jr. Customer Service Executive - Provisioning

• End-to-end technical expert overseeing network integration and business improvement for incoming orders.
• Plans, implements, and manages workflows using agile methodology to connect business challenges with technical solutions.
• Gathers customer requirements, conducts data analysis and validation, ensuring defect-free service delivery.
• Drives change management initiatives, monitors IT initiatives, and ensures continuous improvement.
• Manages accurate pricing and contract terms data, collaborates with vendors, and supervises network design for timely customer connectivity.
• Design and adapt training modules accurately according to established format and guidelines.
• Ensure efficient workflow, meeting performance targets, and addressing backlogs.
• Manage business area and customer escalations.
• Reliable in taking on supervisory responsibilities when needed.
• Managed multiple live chats, addressing both technical and non-technical queries related to personal and retail banking.
• Handled tasks such as setting up/cancellation of payment types, dispute resolution, fraud cases, issuing new debit cards, and more.
• Provided support for E-commerce websites, addressing technical and non-technical customer queries, including app issues, order delays, and troubleshooting.
• Conducted personal verifications, resolved address updation issues, PIN reset processes, and addressed customer concerns over calls.
• Conducted call auditing, configured systems for new hires, and resolved address updation queries through CRM.

Senior Customer Service Executive Resume Example

Senior Customer Service Executive

• Contributed to the success of ACME Technology, a top-performing supply chain service provider.
• Handled responsibilities including supporting reverse logistics, survey efforts, onboarding, and market research.
• Professionally communicated on inbound and outbound calls, representing OnProcess Technology's clients.
• Maintained and updated the company database with relevant information.
• Recognized with awards for "Most Progressive Employee," "Best Employee," and "Most Efficient Employee" for three consecutive months.
• Addressed customer complaints and provided solutions with a first-call resolution approach.
• Conducted product sales, managed customer orders, and coordinated daily courier bookings.
• Delivered award-winning customer service, ensuring satisfaction and clarifying product information.
• Maintained detailed customer order information, call logs, and reports for analysis.
• Worked efficiently in a fast-paced environment, handling disgruntled customers with professionalism.
• Negotiated freight rates with internal and external freight forwarding, airlines, and shipping companies.
• Managed storage and distribution of goods.
• Provided FCL/LCL rate quotes and arranged cargo bookings with carriers.
• Acted as the interface between logistics partners, suppliers, and customers.
• Ensured the smooth running of commercial operations.
• Prepared daily reports containing current operations.
• Built long-term customer relationships and advised customers on services, sales, and purchases.
• Maintained employee database, ensured target fulfillment, and assisted the manager in data and project management.
• Took ownership of each customer contact, resolving issues, and connecting them with additional important services.
• Promoted the brand among customers by providing better solutions and support daily.
• Acted as a Project Manager, overseeing the entire process from the sale to project completion.
• Managed coordination among various groups working on different parts of the customer order.
• Resolved problems and facilitated a smooth project completion.
• Received the Customer Service Award for delivering exceptional customer service.
• Delivering exceptional customer service through calls, emails, and live chat.
• Processing customer queries and updating accounts in SAP CRM 7.0 Production.
• Coordinating with Anglian Water end customers to assist and resolve queries.
• Utilizing project scheduling and control tools to monitor project plans, work hours, and budgets.

Top Customer Service Executive Resume Skills for 2023

• Effective Communication Skills
• Active Listening
• Customer Relationship Management (CRM) Systems
• Knowledge of Product or Service Offerings
• Problem-Solving Abilities
• Adaptability to Different Communication Channels (Phone, Email, Chat)
• Conflict Resolution
• Empathy and Customer Understanding
• Time Management
• Multi-tasking Skills
• Use of Helpdesk Software
• Knowledge Base Utilization
• Understanding of Service Level Agreements (SLAs)
• Upselling and Cross-selling Techniques
• Knowledge of Company Policies and Procedures
• Data Entry and Documentation
• Product Knowledge Training
• Effective Use of Scripts and Templates
• Customer Feedback Analysis
• Use of Automated Response Systems
• Quality Assurance and Monitoring
• Training in Customer Service Best Practices
• Understanding of Customer Satisfaction Metrics
• Social Media Customer Support
• Handling Difficult Customers
• Knowledge of Regulatory Compliance in Customer Service
• Remote Customer Support Tools
• Use of Chatbots and Virtual Assistants
• Knowledge of International Customer Service Practices
• Technical Troubleshooting
• Customer Education and Training
• Cross-cultural Communication
• Multilingual Customer Support
• Understanding of Customer Segmentation
• Data Security and Privacy in Customer Service
• Customer Retention Strategies
• Understanding of Service Recovery
• Knowledge of Industry-Specific Customer Service Standards
• Use of Customer Feedback Surveys
• Handling Billing and Payment Inquiries
• Knowledge of E-commerce Customer Service
• Customer Onboarding Support
• Understanding of Accessibility in Customer Service
• Use of Web Conferencing Tools for Support
• Understanding of Customer Service Trends and Innovations
• Customer Advocacy and Loyalty Programs
• Knowledge of Customer Service Regulations (GDPR, etc.)
• Cross-functional Collaboration with Sales and Marketing
• Continuous Improvement in Customer Service Processes

What Do Hiring Managers Look For in a Customer Service Executive Resume?

‣ Customer Focus: Prioritizing customer needs, providing excellent service, and ensuring customer satisfaction in all interactions.

‣ Communication Skills: Demonstrating effective verbal and written communication, ensuring clear and concise interactions with customers and team members.

‣ Problem-Solving: Quickly identifying and resolving customer issues, addressing concerns, and finding solutions to ensure a positive customer experience.

‣ Product Knowledge: Acquiring and maintaining in-depth knowledge of products or services to assist customers and provide accurate information.

‣ Empathy: Displaying empathy and understanding towards customers, showing a genuine interest in their concerns, and working to exceed their expectations.

How Long Should my Customer Service Executive Resume be?

Your Customer Service Executive resume length should be less than one or two pages maximum. Unless you have more than 25 years of experience, any resume that’s more than two pages would appear to be too long and risk getting rejected.

On an average, for Customer Service Executive, we see most resumes have a length of 2. And, that’s why we advise you to keep the resume length appropriate to not get rejected.

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Customer Service Senior Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the customer service senior job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

Create a Resume in Minutes with Professional Resume Templates

• Work to improve customer satisfaction results (VoC) and champions process/automation improvement
• Manage customer deliver performance through the use of cross functional team and performance metrics
• Works to improve customer satisfaction results (VoC) and champions process/automation improvement
• Manage day-to-day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
• Manage day to day operations of the call center area to ensure smooth work flow and to achieve department goals and monthly contractual obligations
• Manage delivery performance by utilizing customer and internal metrics
• Manage day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
• Proactively manage staff development and training; deliver performance coaching, provide feedback and complete formal performance evaluations for team members
• Manage departmental performance by defining and measuring performance standards in order to optimize productivity and capacity
• Create, develop and maintain business relationships: Build a network of contacts within Citigroup and external organizations
• Execute on other projects and initiatives as assigned by manager
• Provide Daily assistance & field questions from the Absence Admins with Attendance Issues/Matters
• Joint union and management meetings to identify and implement attendance improvement plans
• Budget Management: Financial budget management for P&L(s)
• Provide troubleshooting assistance to customers
• Provide web-based training on inventory management
• Review and manage par levels for individual territories
• Provide customer focused service to assigned accounts
• Provide the Field with Remote Boss Training
• Liaison to Millstone for inventory management
• Assist assigned territories with managing their field inventory
• Ability to make sound decisions that reflect good judgment.Exceptional performance management abilities
• Solid leadership skills and ability to direct and motivate staff with integrity and ethics
• Ability to make sound decisions that reflect good judgment
• Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
• Ability to lead a work team and under pressure
• Focuses on service quality and customer satisfaction
• Analytical, flexible, team oriented, high attention to detail
• Serves as a role model in a culture of accountability, integrity and respect
• Strong analytical and / or financial skills
• Participates in recruitment for the department and ensure retention of quality

15 Customer Service Senior resume templates

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• Make appropriate decisions on behalf of the customer quickly and effectively
• Conduct research
• Critical thinking and ability to exercise independent judgment
• Minimum oftwo year of customer interaction or customer support experience strongly preferred, either by phone or face to face

Customer Service Senior Supervisor Resume Examples & Samples

• High School Diploma/GED required (BS/BA preferred)
• 3 years of functional experience (in Collections/Recovery/Default, Customer Service, and/or Sales) preferred
• Superior execution skills with a focus on clear, realistic action steps and timelines Technical Skills
• Strong analytical and problem-solving skills Effective planning and organizational skills
• Read and analyze manager information systems (MIS) to diagnose performance opportunities and strategize/prioritize action steps
• Recruit and hire exceptional candidates, manage trainees, and facilitate change training as needed
• Identify and analyze escalated customer issues, provide guidance to team members for resolution, negotiate solutions, and act as a liaison with internal and external customers as needed
• Citi Branch experience a plus
• Continuous pattern of professional development and learning
• Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines

Customer Service Senior Manager Resume Examples & Samples

• Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end
• Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution
• Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
• Focus on proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
• Take global ownership of client servicing issues & facilitate resolution through an engagement of cross-functional partners, lead the Client Experience team while focusing on identifying opportunities to further differentiate Citi as a leading provider
• Provide support and guidance to service partners to ensure a seamless client experience across regions
• Drive metrics and participate in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners)
• Establish, provide input, and track operational metrics and service level requirements to achieve business goals
• Act as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
• Manage our internal Client at Risk process & support escalation resolution as necessary to facilitate timely resolution
• Develop end-to-end capability, infrastructure & process improvement plan to support improved quality service
• Partner with Sector, Vertical & other TTS business partners to ensure alignment of service experience with business strategies
• Serve as a mentor for junior Client Experience Managers, while serving as “deputy” to Client Experience Department Managers
• 7+ years of direct experience managing client relationships
• Education: Bachelor’s degree or equivalent experience
• Extensive TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes
• Well-developed working knowledge of the business and the upstream and downstream influences
• Demonstrated ability to provide outstanding client service at a senior level
• Exceptionally strong interpersonal & relationship-building skills
• Extensive TTS product knowledge
• Risk & Controls
• Industry Knowledge: Breadth of knowledge of the business and organization
• Travel required – 25%
• Serves as the leader of the organization and has line responsibility for client support
• Reports to the Trade and Transaction Services/Client Experience Electronic Banking Services Region Head
• Responsible for Client facing advocate role for key Institutional Client Group (ICG)
• Risk Management
• Global Client Respect/ Service
• Industry Knowledge
• Shared Responsibilities
• Education: Bachelors degree or equivalent experience (MBA a plus)
• 7-10 years of management experience in a best-in-class/leading edge contact center
• 2-3 years’ experience in specific business area
• Six Sigma and or Lean service center experience
• People Management: Develop specific goals & objectives of reporting associates
• Setting and reviewing performance objectives, goals, and target productivity and service quality expectations
• Lead the annual compensation review process and make recommendations to the Region Head on exceptions
• Manage resource allocation
• Budget Management: Financial budget management for P&L(s)
• Monitor appropriate metrics ensuring overall operating efficiency
• Serve as the point of escalation for staff members and internal and external clients
• Identify any opportunity for, and implement process improvements, service enhancements, or technology enhancements
• Look to reduce expense through improved technology builds, process changes, opportunities for outsourcing at a lower cost
• Identify control deficiencies and implement appropriate procedures to mitigate any risk or control losses
• Ensure that all projects within the department are on target, on budget, and being managed effectively
• Ensure that the team meets all audit and control requirements
• Ensure that the department is operating at peak efficiency and service quality

MYS Ctsm Pg-customer Service Senior Manager Resume Examples & Samples

• Lead Hong Kong Citiservice online & offline Service hub covering all client segments and transaction banking products (cash & trade) across Asia
• Understand client needs and build partnerships with product, client delivery and operations to drive business results
• Drive organizational and process changes that align our service models to our client needs, product profitability and overall regional consistency
• Drive client satisfaction and market perception of an excellent service offering
• Ensure that our service quality philosophy is communicated throughout the supply chain
• Set the overall series of service metrics for regional hub, align with regional/global metrics and continually drive process improvements across the organization, including all internal and external solution providers
• Analyze client’s feedback and lead the related action plans to achieve the desired results
• Success transfer global/regional best practices and country solutions to the regional Citiservice hub
• Experience in managing team of 20+
• Experience in working in a highly matrixed organisation to achieve maximum leverage from team resources and functional partners
• Experience in managing client services functions to a large client base
• University degree in finance or administration
• With 10+ years of banking client services, client facing management or operations experience required, preferably managing transaction banking activities
• Minimum bachelor's degree from reputable university and good GPA
• Minimum 2 years experience in Contact Center in Banking industry
• Strong knowledge in banking area, especially in managing team and customer service
• Has a good analytical and problem solving
• Fluent in English both verbal and writing
• Excellent communication skill
• High level of maturity and integrity
• S1 and above from reputable university
• Good English communication skills for both writing and speaking
• Have minimum of 5 years experience in Banking industry especially in Customer Service sector

Cbna-o&t-customer Service Senior Manager Resume Examples & Samples

• With 3-5 years people management experience
• Excellent communication skills (both verbal and written)
• Has strong business network
• Lead and Coach a team of approx 15-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes
• Builds effective and strong team committed to delivering world class customer care and achieving organizational goals. Builds an effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff
• Create and Foster a trusting and engaging work environment with a focus on employee retention. Ensure a culture of accountability, integrity and respect
• Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
• Identify and analyze escalated problems and provide guidance to team members for resolution. Negotiate solutions and acts as a liaison with internal and external customers when necessary
• 3+ years Customer Service and/or Credit Operations experience preferred
• Leadership experience required
• 3 years Customer Service experience preferred
• Familiarity and understanding of financial industry and regulations
• Experience fostering an environment where compliance is a priority
• Ability to provide performance and training needs of staff; track daily/monthly/yearly performance stats of employees and business unit
• Solid PC skills (Microsoft Office Professional)
• Will lead between 5-10 Unit Managers and a staff of 100-200 associates
• Directs all Customer Service activities in the department
• Consistently reaches aggressive business-defined performance indicators with urgency and commitment
• Motivates employee performance and continuously develop talent though encouragement, feedback and coaching
• Promotes an environment of open communication
• Leads various project teams and critically evaluate current processes for
• Improvement
• Responsible for achieving and monitoring aggressive sales targets, while meeting or exceeding customer expectations
• BS/BA degree or equivalent combination of education/experience, advance Degree preferred
• Senior level experience in a related role commensurate people management experience
• Strong PC skills (Microsoft Office)

Cbna O&t Customer Service Senior Supervisor Resume Examples & Samples

• Degree in Finance with approximately 5 years of relevant experience within a Call Center setup
• At least of 2 years of experience in supervising a team
• Advanced working knowledge of a product or service

Customer Service Senior Group Manager Resume Examples & Samples

• Responsible for leading a large group of customer service staff in multiple sites for our Costco portfolio
• Leads key interactions with current and potential partners. This includes formulation of contractual structure, potential partner visits and ongoing support and issue resolution for existing partners representing all Operational groups
• Supports General Managers for the Costco portfolio. This includes participating as a key team member in setting and achieving portfolio specific business goals
• Manages business-planning initiatives for a large functional area
• Ensures that Operations organization is defining and implementing systems that are aligned with business strategy and goals
• Accountable for end results, budgeting, planning, policy formulation and significant contribution to future strategy of the group
• Resolves issues referred by subordinate managers and staff
• Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce
• Serves as Internally recognized Ops subject matter expert that influences the way things are done
• Applies broad and comprehensive understanding in multiple functional areas as well as underlying business principles
• Understands how own function integrates within the overall organization to contribute to achieving business objectives; requires a good working knowledge of the industry
• Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
• Influences and negotiates with senior leaders (across functions)
• Advanced level experience in a related role with extensive experience in business, functional and people management
• Highly effective working with all stakeholders in a highly complex matrix organization
• Ability to build a circle of trust with internal and external stakeholders, with demonstrated exceptional relationship management skills
• Excellent verbal and written communication skills. Able to present information to senior level audiences in simple, logical business terms
• Strong influencing and negotiation skills; able to facilitate a diverse set of senior executives to drive convergence to a common set of priorities and standards
• High level proficiency in Windows and MS Office
• Proven success as a team player and as a leader in either a direct or indirect capacity
• Technology experience in a production environment that operates 24 hours a day, 7 days a week and 365 days a year
• Performed phone based Application or Help Desk support
• U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position
• Ability to obtain and maintain an active US Treasury Folder security clearance
• Manages a team of Mexico Helpdesk. Responsible for driving measurable performance and meeting departmental goals, while adhering to HRSS & HR policies and procedures
• Motivates and develops all registered and unregistered associates through leading by example and adhering to the organizational core values
• Coaching for inbound and outbound service to sales/deepening, acquisition and retention
• Maintains productivity and adherence levels to ensure timely client response. Identifies trends in order to maximize efficiencies, manage risk/minimize exposure, and make recommendations for improvement
• Resolves escalated issues and offers solutions to client inquiries by leveraging all available resources
• Participate in planning of strategic initiatives to drive growth of the business and production efficiency
• Partners with department leadership and supporting lines of business to improve processes that impact both the client and associate experience. Initiates process improvements and follows through to resolution
• Monitors compliance exposure to minimize risk to the client and the organization. Responsible for compliance and supervision related matters, including proper team compliance to policies and procedures
• Proven ability to coach and motivate others
• Demonstrated initiative in gaining knowledge and participating in departmental projects
• Demonstrates excellence and “above and beyond” customer service attitude consistently in each customer service contact
• Excellent communication and written skills
• Ability to adjust rapidly to changing demands and priorities
• Must use sound judgment and able to make good business decisions for shareholders and clients
• Ability to proactively initiate and support initiatives, which uphold all core values
• Ability to exercise sound judgment and independent decision making skills
• Two to three years of leadership experience required
• Bachelor degree or studies in Business Administration, Human Resources or related areas
• Positive and professional attitude
• Contact center environment experience. Knowledge on systems such as AVAYA, CMS and NICE
• Demonstrates multi-tasking ability, with a consistent record of on time delivery
• Must possess good written communication skills (English, Spanish, Portuguez not required)
• Strong administrative skills and proven customer service skill
• Must be a self-starter and able to work independently in a fast paced global environment
• Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion
• Stress tolerance, this is key in the processes since there has to be a lot of interaction with public entities or companies from other Countries

Credit Card-customer Service Senior Manager Resume Examples & Samples

• Senior management experience preferred
• Bachelors Degree or equivalent experience, advanced Degree
• Demonstrated success driving organizational change with a track record of innovation
• Exceptional influencing skills that inspire action without full reliance on authority
• Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines
• Experience in complex financial analysis and ability to infer relevant business applications
• Ability to plan for projects and initiatives by identifying risks and assumptions
• This person will also be responsible for the ongoing performance monitoring and feedback to all staff members within the team
• Facilitates alignment of the operations support infrastructure through focused technologies and processes
• Ensures compliance with government regulations as they pertain to the Retail accounts serviced through the evaluation and implementation of appropriate control and testing measures
• Exercises full leadership and supervisory responsibility over the NAO team
• Evaluates subordinates' performance and makes recommendations for staffing, pay increases, promotions, terminations, etc
• Determines hiring to ensure adequate staffing
• Recommends new work procedures with broader scope of impact
• Deals with variable (occasionally complex) issues with substantial potential impact. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
• Applies in-depth understanding of policies as they apply to the department. Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall department goals
• Provides evaluative judgment based on analysis of factual information in complicated and unique situations
• Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning
• Supervisory experience preferred (direct line management in a production operations environment preferred)
• Familiarity and understanding of financial industry preferred Broad and
• Operational knowledge of Retail Products, product relationships, AML data requirements and audit knowledge of liability
• Solid leadership skills and ability to direct and respectfully motivate staff with integrity and ethics Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
• Superior execution skills with a focus on clear, logical, realistic action steps and timelines
• Strong analytical and problem-solving skills Effective planning and organizational skills Solid PC skills (Microsoft Office)
• Holds a bachelor's degree
• Possess minimum of 8 years experiences in driving sales performance in team
• Working experience in Financial Service or Contact Center Industry will be preferred
• Tactical and strategic
• Change agent with influencing skills
• Able to partner with external stakeholders
• Ability to lead the team to achieve results
• Openness and willingness to change and flexibility in approach to meet demands of situation
• Ability to excel in unstructured/undefined situations
• Excellent written and oral communication both in Bahasa and English
• Coaching and motivational skills
• People Management skills
• Training skills, employee motivation, engagement and retention
• Lead and Coach a team of approx 20-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes
• Builds effective and strong team committed to delivering world class customer care and achieving organizational goals
• Ability to work within a matrixed environment
• Responsible for partner management supporting retail private label card operations
• Manage various projects in support of portfolio initatives
• 6-10 years hand-on experience in Customer Service with in-bound and out-bound call experience. Knowledge of back-office functions is a plus
• Experience interacting with external and internal clients at a management level
• Preferred Banking and call center management experience
• Ability to think critically and analytically
• Ability to identify root cause behind process and system issues and capacity to propose definite solutions
• Ability to work with minimum supervision. Initiative
• Excellent interpersonal skills – proper understanding of who is who within the business and within Citigroup in order to maximize results
• Goal oriented
• Excellent presentation skills. Excellent writing skills
• Bachelor’s Degree preferred or equivalent experience
• Call center or production management experience, preferably with digital servicing and/or oversight of multiple functional groups
• The successful Citi leader is comfortable influencing through written and verbal communication, presentations and interactions with teammates at all levels within the company
• Citi is not just a team but also a family. This Manager must demonstrate an ability to remove obstacles to help teammates succeed and demonstrate a passion for winning. This leader is most satisfied when championing his/her own success through the success of others. When teammates are successful, this leader is successful
• A Citi leader must be able to foster a team environment where coaching, developing and striving to excel as a team is expected. This leader’s positive and optimistic attitude inspire everyone!
• Proven ability to make sound decisions
• Superior execution skills with a focus on clear, realistic action steps and timelines
• Leading by example, continuously and consistently motivate and lead a customer service team
• Develop and maintain excellent levels of service by working closely with the Operations team to improve supply chain efficiencies
• Drive against specific KPI’s to improve standards, service and financial results , following through on improvement opportunities wherever possible
• Challenge working practices when requires and provide creative solutions clarity for customers
• Ensure high staff retention through coaching and development. Work with HR Talent team to devise individual training plans to support high performance
• Follow the determined strategy for the Sales organization in-line with the global strategy, aiming for maximum customer (external and internal) satisfaction
• Act as point of contact in case of Manager Customer Service absence
• Constantly review weekly/monthly team meeting format and agenda to maximise engagement and participation
• Promote and standardize frequent meetings with customers to analyze gaps and improve processes to have a better service level with them
• Improvement and new way of working thinking to challenge status quo
• Commercial, operation and financial awareness
• Ability to delegate effectively
• Strategic thinking to suggest and implement projects for Customer Service processes
• Capabilities to interact with Global teams from IT and SAP Business Processes
• University degree in Business Administration or Supply Chain
• Experience in Sales and Supply Chain
• Functional: 2 years of working experience on Sales or Supply Chain, ideally Sporting Goods Apparel/Shoes or Fashion; or FMCG
• Exposure: in Sports, Wholesale or Supply Chain
• Interested in Sales career path
• English: advanced / medium
• Local language: fluent

Branded Cards Customer Service Senior Group Manager Resume Examples & Samples

• This role is responsible for providing strategic and tactical leadership of Branded Cards Customer Service US Servicing Function. Responsibilities include leading the US Phones Operation, spanning 5 domestic sites with 2300+ employees as well as leading the Core Operations Function, spanning two primary sites and 700+ employees
• Role is responsible for a shared Phones expense budget of $225MM and revenue of $127MM and expense budge of $67.5MM for Core Operations. Additionally, role partners with the business to identify and implement P&L optimization opportunities and works with the Cards P&L owners to develop and implement strategic initiatives to achieve business goals
• Manages complex and highly variable issues with substantial departmental/business impact. These could be customer issues, systems issues, or operational issues
• Drive culture of high quality sales and service through sales compliance and the quality model
• Joint accountability and full management responsibility for site operations director team to deliver results and implement key initiatives
• Advanced level of management experience in a related role with significant responsibility in a large, complex environment; extensive experience in business and people management
• Role requires high degree of strategic thought leadership, understanding of multi-site call center environments, and ability to interact with senior level leaders across multiple business channels and geographies. Financial services industry experience is a strong plus
• Ability to manage effectively in a matrixed and ambiguous environment
• Strong understanding and experience with the digital banking landscape. Direct experience in shifting customers toward digital and mobile self-servicing is a strong plus
• Travel required
• Lead and coach a team of approx 15-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes
• Builds effective and strong team, committed to delivering world class customer care and achieving organizational goals. Builds an effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff
• 32 million calls per year
• 300+ types of services
• Annual budget of US $80 million
• 4,800+ FTEs
• 24*7 client service
• Define the Contact Center service strategy, by optimizing client segment needs (Frontline, Premium, High-Net Worth, Affluent) as well as services capabilities for each segment,. Services include Inquiries, Requests (i.e., statements), Transactions (i.e., payments, fund transfers), Complaints, Sales & General Information (“how to”, branch location, etc.)
• Lead a large-scale operation (2,500 DS + 2,300 NEMs non FTE) servicing external clients, in partnership with workforce management team, to ensure preparedness and availability. Define and achieve SLAs with vendors for lower-complexity functions
• Ensure top employee engagement levels among teams who perform routine work, sometimes with unsatisfied customers. This includes applying best practices in recruiting, onboarding, training, performance management, rewards and recognitions, and communications
• Develop business plans of new digital offerings for sales and services, fully leveraging the IVR platform and strong analytics. Innovate with “chat” and “virtual executive” channels, as part of the off-loading strategy. Partner with Technology teams to ensure platform readiness & functionality
• Client acquisition of consumer products, through partnership with business teams, understanding competitive strengths of the Contact Center as a sales channel, managing the mix of service and sales activities and achieving goals. Currently, Contact Center sales include cards, recurrent billing, PILs, insurance & investment products, for US $50 million annually
• Involve fully in crisis management committees, to limit client impact to unexpected events. Sound decision making and trade-offs when managing response
• Act as “sounding board” of business decisions and anticipate customers’ potential responses to promotions, campaigns or migrations (i.e., cancelling of the Aeromexico card). Provide real time feedback on successes / challenges of specific actions
• Specifically for 2016-2018, successfully manage the Contact Center migration to Metepec (new site located 1-hour away from Mexico City), ensuring a seamless and excellent operation
• Replicate all these functions for the Contact Center for SMEs, CCB & ICG, thus providing a one-bank service
• Successful track record of 10+ years leading a shared services operation serving external clients, with comparable complexity and excellent results
• Outstanding passion to drive value for clients
• Demonstrated leadership and inspiration for a large-scale organization, defining business strategy and ensuring execution
• Experience with crisis management scenarios and turnarounds under unique, tight and dynamic situations
• Outstanding interpersonal & influencing skills across business, operations, technology and global teams (trusted partner)
• Strong ethics & control culture
• Proactive identifying industry and operational trends to lead transformation and growth
• Fully bilingual Spanish - English
• Superior execution skills with a focus on clear, realistic action steps and timelines Strong analytical and problem-solving skills
• Project management experience preferred Strong verbal and written communication skills
• Experience in interviewing preferred
• Lead and Coach a team of approx. 20-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes in a dynamic, multi-task environment
• Manage team to meet goals within the budget. Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations. Evaluate cost/benefits, make
• 3-5 years of prior leadership or supervisory experience in credit card operations or equivalent industry experience preferred

Spclst, Customer Service Senior Resume Examples & Samples

• Manage Digital Billing on Actuals, end to end
• Knowledge of finance principles and reporting
• Solid business acumen and solid understanding of company order-to-cash functions
• Solid knowledge of company billing systems
• Solid understanding of customer service principles, practices and procedures concerning public contact
• Understanding of sales, ad order and other related processes
• Understanding of supervisory principles and practices
• Experience in customer service, sales or public contact work
• Proficiency with MS Word, MS Excel, MS Outlook, and MS Access
• PeopleSoft experience required
• Proficiency with AS400/Admarc, AX, and Sharepoint,
• 3-5 years of related experience
• Bachelor’s degree in Communications, Accounting or related field

Customer Service Senior Representative Resume Examples & Samples

• Respond to and manage customer orders from order entry to delivery and invoicing
• Have a knowledge of SAP - Understand customers’ business operations and their needs
• Understand our products and services from a technical perspective and those of competitors
• May participate in or lead special projects/Lean Six Sigma initiatives
• Process new customer/update requests
• Provide market or account intelligence gained through customer contact
• Participate in customer calls and visits with sellers
• Proactive communication with product supply reps and shipping department of any order changes customer initiates
• High School Diploma required. Associates Degree Preferred
• Must have a least 5-7 years of customer service experience
• Position requires working independently
• Oversee all customer scheduling issues
• Oversee all COMAN customer business development
• Manage the internal processes: PLQ, CAR/PAR, QAD, BPCS, EDI
• Engaging in customer discussions and meetings as necessary to provide excellent customer service. As appropriate, speak directly with customers to resolve management escalations in a manner that uses good judgment and reflects positively on the company
• Demonstrates cross-functional partnering and collaboration by establishing and maintaining effective communication across workgroups to meet departmental goals; and collaborating with other members of leadership and front-line teams to maximize efforts and achieve better project outcomes
• Develops direct reports for career growth. Manages the employee review process for team including goals, performance management, career development, mid-year and year-end review, fosters high morale, motivation and ownership to ensure retention of solid and high performers
• Manager of Managers responsible for driving strategic direction for a fast paced customer service operation business in San Antonio
• Manages 8-9 teams in Investments and Small Business
• Manages complex and variable issues with significant impact over department(s). Integrates subject matter and industry expertise to provide detailed analysis of issues
• Maintains appropriate staffing requirements to meet operational needs
• Responsible for all training and development needs for assigned personnel
• Applies in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function; and, requires basic commercial awareness
• Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions
• Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
• Directs area supported through responsibility for delivery of end results and shared responsibility for budget management; accountable for resource planning
• Ensures essential procedures are followed and contributes to defining standards
• Developed communication and diplomacy skills are required to persuade and influence others; may negotiate with external partners
• Must obtain Series 7 licensing within 90 days of employment
• BS/BA degree and/or equivalent Senior level experience in a related role
• Experience in interviewing

Customer Service Senior Team Lead Resume Examples & Samples

• Leads the team in establishing and achieving internal customer service targets
• Drive internal and external customer satisfaction
• Monitoring and investigating customer complaints and implementing corrective action
• Ensures proper execution of orders based on established processes
• Ensure compliance of department to safety targets, ISO and Sarbanes Oxley
• Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses
• Develop and document procedures
• Develops and trains personnel to improve performance and job satisfaction
• Effectively manage all day-to-day personnel issues including emergencies/issues
• Maintains and ensures key internal relationships
• Bachelor's degree (BS or BA) in the following areas would be desirable: Supply Chain, Logistics, Business, Economics, or Commercial
• 5 years of related work experience
• Excellent communication skills (written and conversational)
• Positive and proactive personality
• Continuous Process Improvement mindset
• Change agent
• Experience in Customer Service or related field (3-5 years)
• Fluent Spanish
• Call center or production management experience
• Strong understanding of people/performance management
• Exceptional performance management abilities
• Experience driving Customer Satisfaction
• Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment
• Ability to work a flexible schedule to include nights and weekends
• Strategic thinking skills and focus on bottom-line results
• Strong knowledge of Private Label preferred
• Manages / leads 20 agents in a dynamic, multi-task environment
• Drive for results and cares for the people
• Coaches and develop individual agents
• Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results
• Work within Senior Supervisor team environment effectively and collaboratively
• Meet all expectations in accordance with department goals
• Maintain a compliant environment while seeking process improvements
• Ensures that the business is meeting monthly contractual obligations
• Drive various special projects as assigned
• Previous leadership and people manager experience required
• Minimum five years related experience in credit card operations or equivalent industry experience required
• Expertise in credit adjudication and credit operations is desired
• Excellent communication skills (both written and verbal)
• Ability to work within multiple systems
• Effective time management and prioritization skills
• Excellent ability to analyze, measure, improve and report/document results
• Strong influencing, negotiating, and relationship management skills
• Bilingual in French and English would be considered an asset
• Flexibility to work with a variety of shifts within a 7-day operation is essential
• 10+ years working experience in Bank and call center experience
• Proven expertise in growing bank service and performance evaluation to support line manager to meet business goal
• Proven expertise in managing bank call center capacity, performance management and process engineering
• Have comprehensive interpersonal communication skills and good command of verbal/written English
• 8+ years people management experience with a team over 10+
• Advanced analytic, presentation and people management skills are a mandate
• Strong coordination, problem solving and resource management skill with flexibility for multiple tasks
• Employees who transfer to another program/unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program/unit to be eligible
• Employees with less than 2 years’ continuous service in their current role will need their supervisor’s approval prior to applying for an internal job posting
• Performance Rating of 3-Consistently Strong for the previous Year-End review
• Has not been subjected to any disciplinary action where the sanction is final warning in the last 12 months
• Applicants who applied for this position in the last twelve months need not reapply
• Will lead between 5-10 Sr. Supervisors and a staff of 100-200 associates
• Participates in recruitment for the department and ensure retention of quality employees
• Leads various project teams and critically evaluate current processes for improvement
• BS/BA degree or equivalent combination of education/experience, advanced degree preferred
• Responsible to integrate Citi global and regional senior management teams, buyers senior management and Citi Holdings O&T team to ensure a smooth transition and to execute a timeliness and smooth transition, with the 4 Central America buyers
• Responsible to identify regulatory and business risk related to Contact Center infrastructure, define mitigation and corrective plans
• Contact Center PMO
• Contact Center Vendor Management
• Outstanding Interpersonal relationships, multitasking and tracking through tools and skills
• Experience interrelating with Senior Management
• Marked inclination towards the management processes
• Capacity for leadership, persuasion and negotiation of objectives
• Reporting and documentation
• Proactive and dynamic attitude
• High results orientation and capable to adapt to changes, risk measurement and impact
• Ability to solve problems and generate proposals for creative solutions
• High degree of orientation through the achievement of goals
• High quality of activity and initiative
• Resource optimizations
• Statistical and Financial Skills
• Leadership and Adaptation to Change

Customer Service Senior Operations Manager Resume Examples & Samples

• Overall responsibility for all B2B helpdesks within the Customer Service area at the SSC
• Leadership of the operational service assigned, inspiring and empowering individuals within the team to deliver excellent customer service through the delivery of easy to use accessible services
• Ensure excellent relationship management with key stakeholders, clients, customers and colleagues
• Implement and utilise key metrics to: identify trends, manage failure demand, ensure maximum productivity, improve quality and adhere to KPIs
• Implement and manage an effective and robust performance management framework to improve quality and productivity; driving performance through key metrics and rewarding personal achievements
• Support a review of our processes and business systems to identify key solutions and drive continuous improvements, actively contributing to the long-term development of the service
• As part of the leadership team support the implementation of Customer Service improvements across the SSC including taking a lead from a business perspective in implementing supporting technologies e.g. Digital platforms, Contact Management systems, Workforce Management, CRM and other supporting technologies
• To play a key role as part of the Integrated Customer Service management team
• Ensure behaviours are aligned with ENGIE’s core values and competencies
• Provide clear effective leadership to inspire, motivate and empower staff
• Responsible for embedding standardised approaches and delivering overall customer satisfaction within assigned area
• Maintaining a clear link between strategy and performance requirements to operational delivery, ensuring this is clearly communicated to staff
• Grow and develop people within the assigned area
• Manage the impact of change within the Service
• Responsible for employee recruitment, staff development, performance management and disciplinary processes within assigned area
• Qualified to degree level (or equivalent) - essential
• Project Management (desirable)
• LEAN or Agile qualification (desirable)
• Experience of undertaking a Senior operational management role within a Contact Centre (min. 100 seats) – essential
• Experience of working in a Shared Service Centre environment – desirable
• Experience of working in a B2B environment - desirable
• Experience of implementing and managing Service Level Agreements and managing change control processes - essential
• Proven ability to perform consistently to key metrics, tight timescales with a high degree of visibility - essential
• Experience of delivering continuous improvement and initiating innovative solutions to service delivery in a transformational environment, including an extensive understanding of business solutions e.g. Digital platforms, Contact Management systems, Workforce Management and CRM - essential
• Proven track record of developing and maintaining strong relationships at all levels - essential

Cbna-o&t-customer Service Senior Supervisor Resume Examples & Samples

• Degree with a minimum three-year customer service experience in a call center environment
• Experienced in supervising a team
• Demonstrate strong business knowledge with an understanding of the sales process, service and sales relationship, sales procedures and compliance requirements
• Working knowledge of Call Center processes, systems and technologies

Customer Service Senior Project Manager Resume Examples & Samples

• Point of Sale
• Return Policies
• Shipping Experiences
• Custom Orders
• Loyalty Programs
• Develop/share best practices
• Provide Daily assistance & field questions from the Absence Admins with Attendance Issues/Matters
• Launch wellness communications, initiatives, programs, etc
• Recognition Initiatives
• Ensure proper discipline advancement, retrogression, extension
• Lead or partner with management team in grievance process
• Monitor First Day of Absence Compliance
• Review, analyze, daily, weekly, monthly attendance reports/data to identify/address trends, enable projections, establish history
• Routinely communicate information to local leadership and associates
• Review and attend all termination cases
• Participate in all Regional Attendance Calls to review medically restricted in each location
• Set and communicate targets
• Data collection and discovery on EEOC cases related to Disability, Medically Restricted and Accommodation cases
• Monthly calls with leadership team to review disability cases
• Providing ongoing direction, completed all required performance documents, providing ongoing performance feedback, development and taking and administering action when appropriate and has ensured a safe and ethical work environment by complying with the Code of Conduct and all Company policies
• Care for unemployment claims, benefits related issues, arbitration cases, grievances, and environmental issue in each center (safety spocs)
• Review various reports in AMTS to ensure attendance admins are in compliance with the Attendance control plans
• Participate on all ADA calls with the Workplace Accommodations Team
• Ensure Ergonomic compliance
• Use programs and processes to reclassify, etc. employees temporarily or permanently unable to perform associate job function; work with HR Business Partner to support employees
• Create/maintain ad hoc reports to address local concerns
• Measure/track results and/or impact of attendance initiatives
• Perform records reviews
• Keep informed re: industry/topical trends and issues, externally and internally
• Two or more years of experience in a sales support or customer service call center environment
• 1+ year data entry experience
• Demonstrated prior experience in data analysis and presentation of data
• Experience working with MS Office applications including Word, Excel and Powerpoint
• Articulate, concise and effective written and spoken communication skills

Vnc-solution Customer Service Senior Executive Resume Examples & Samples

• Be responsible for the daily Operation of team to deliver the service as per Service Level agreement and be the first escalation point to solve or coach the team member to solve the daily operation problems
• Daily Follow up, Build up controlling tools and template, set up meetings with all external parties i.e Broker, Carriers, Factories, Client to comply with all regulation related to Exports and Imports Processes esp. FMCG to avoid any abnormal cost arising
• Be the Key contact point or Take lead on behalf of clients to attend the meeting or forum to solve all issues related Exports and Imports cargoes including but not limited to cargo movement and invoicing, payment and system updates
• Especially for Imports cargoes, being the contact point on behalf of client to join the Price validation session or any ad-hoc meetings request from Vietnamese Customs. Be responsible for the Duty Liquidation performance of Imports team
• Be responsible for month performance report and performance review with client
• Carry out ad-hoc tasks assigned by Management
• Good communication and presentation skills (fluent in English, speaking and writing)
• Result-oriented with initiative and strong drive
• Good leadership and interpersonal skills
• Good time management and be fast in response to ad-hoc requests
• Be able to work independently and willing to co-ordinate with other team colleagues
• Good computer skills (Word, Excel, Outlook, power point)
• Shares Call Center activities by answering and routing incoming calls as appropriate
• Order to Cash Management - order entry, order release, billings and shipment inquiries
• Inventory Management Support – obtain and evaluate all relevant information to handle product transfers and service inquiries
• Participates in the Customer Service Department’s emergency on-call program
• Professional and effective communication with customers via telephone, electronically or in person
• Respond in a timely manner to all customer requests, displaying a sense of enthusiasm and urgency appropriate to customers’ expectations
• Ability to multi-task and handle a high volume of workload daily
• Desire to achieve, excel and continuously improve
• Extremely attentive to details and timely follow through to meet deadlines
• Analyze, problem solve and execute to uncover customer or department needs
• Provide feedback on the efficiency of Customer Service processes
• Exceptional written, oral and listening skills
• Bachelor Degree, Technical Field Degree or 2 years progressive customer service experience preferred but not required if sufficient experience demonstrates ability to perform the role
• Advanced computer skills and knowledge of Microsoft Office Suite Programs
• Knowledge of Customer Service principles and practices
• Desire to work toward APICS certification and other educational opportunities is a plus
• Diploma and above with at least 5 years of sales experience
• Diploma and above
• Experience in leading a team will be essential though not mandatory
• Good knowledge of Credit Payment Products
• Analytical, strong appreciation on MIS and Trend Analysis
• Positive mindset and enjoy taking accountability of sales performance
• Able to thrive in a fast pace environment and undertake sales deliverables challenges
• Focus on the key Customer Service Drivers
• At least 2 years’ experience in a large Operations / Customer service teams with minimum 1 year experience in the Logistics sector with Customer facing experience
• Working knowledge of FACT, MODS
• Excellent communication skills and the ability to communicate confidently
• Welcome new field sales reps and distributors by reviewing and training on Inventory Policies and Procedures
• Pre-Audit Reporting
• Assist with territory transitions/merging territories
• Process Consignment orders for territories/distributors with little or no office staff
• Receive and Ship inventory for territories/distributors with little or no office staff
• Maintain Locations for territories/distributors with little or no office staff
• Support the Field Inventory Analysts
• Field Training-Boss order entry, Website-tools, definitions and procedures
• Liaison to other departments with regards to field inventory and the audit process
• Review inventory turns and contribute to the inventory optimization
• Assist with special projects as needed
• Manage a team of exempt and non-exempt employees and all processes and procedures around client financial rebates
• Review and manage contractual deadlines
• Implement data base or automate processes that will drive efficiencies and add additional controls
• Identify control deficiencies/gaps and implement solutions to minimize operational risk
• Perform frequent control reviews
• Align and manage team resources to accomplish key priorities and objectives
• Network and navigate within the organization to resolve issues
• Create and maintain a team that is focused on delivering premier service and owning their issues to resolution
• Track and manage outstanding client issues to ensure a timely resolution
• Keep team knowledge current on all new functionality, technology and product roll outs
• Client orientation and demonstrated ability to build collaborative relationships
• Proven record of process improvements through automation
• Energetic leader with demonstrated strength in managing multiple tasks simultaneously and success leading teams producing optimal results
• Able to communicate clearly and concisely in all aspects of the job and with multiple audiences in mind
• Minimum 2-4 years direct management experience of teams
• Minimum 4-5 years background in Accounting or Finance
• Demonstrated leadership skills and ability to lead, direct and motivate staff with integrity
• Computer proficiency to include PowerPoint, Visio, Word and Excel
• Proficient with TSYS is a plus
• Bachelors degree or equivalent experience required (MBA Preferred)

Related Job Titles

Customer Service Executive Resume Samples

The customer service executive ensures that the company delivers a high level of customer service. These executives may either deal with the customers directly or manage the team that interacts with the customers. The primary roles listed in the Customer Service Executive Resume include – establishing and monitoring customer service provided by the team, identifying areas of improvement , specifying individual metrics, responding to queries in a timely manner, encouraging employees, identifying tasks that are critical for customer satisfaction, and managing the team of customer care representatives.

Employers look out for customer service executives who possess skills and competencies such as – strong interpersonal and communication skills, the ability to handle stress, good listening skills, and pleasant speaking voice. Fluency in English is a must. A degree in the field of marketing or business administration is commonplace for most of these executives.

• Resume Samples
• Customer Service
• Customer Service Executive

Customer Service Executive Resume

Summary : An experienced, ambitious and result oriented customer service executive: Over ten years experience in customer service. Working knowledge of information technology solutions. Demonstrated management skills in handling activations. Able to work on own initiative or part of a team and can deal with administrative duties competently.

Skills : Excellent Customer Service Skills, Some Interim Supervisor Experience, Microsoft Word, Excel Sheets That Have Been Created Ect.

Description :

• Responsible for providing customers with technical support and customer satisfaction by ensuring that all questions and concerns are taken care of the first time they call in for assistance.
• Correspond with customers regarding billing questions, program rates and programming information.
• Correspond with customers that have delinquent accounts to collect payments and make arrangements with their billing.
• Selected Achievements: Completed extensive training in sales and customer service, as well as specialized training in multiple product areas including cable, internet, and digital phone service Maintained productivity which allowed me to serve as an interim supervisor.
• Assisted my peers with floor support and supervisor calls while supervisors were unavailable.
• Commended for excellent consultative sales and customer service skills on performance reviews.
• Assisted with front desk secretary duties when receptionist was unavailable.
• Assisted with pre-screening of new hire employees and orientation classes Assisted with training and floor support as a point of contact for new hire employees.

Sr. Customer Service Executive Resume

Summary : Motivated Customer service professional having 2 years of experience in providing focused technical solutions to Customers in Pharmaceutical and Bio- Technology which include Pre- sales management, Site requirements, Product delivery functions, Dealing service contracts, serving as a single point of contact for all after sale activity- India business.

Skills : Technical Support.

• Responded to all Customer queries on price, discounts, and availability of products, Services and Engineer Visit to sites.
• Effectively scheduled Engineer visits to Customer Sites based on priority and Service Level Agreements.
• Worked in close with the Sales team and maintained an excellent relationship with Senior Management of OEM's and Customers.
• Closed Service orders in accordance with the Company's policies and processes.
• Ensured proper approvals for any non-standard or specially negotiated terms and conditions.
• Responded to and provided assistance to internal Customers and Company's trade Customers in areas such as product order fulfillment processes, Customer service requests, product changes or returns, application assistance, accounts receivable collections, contract issues/administration or lease administration.
• Evaluated Customer service assignments and determined actions required.

Jr. Customer Service Executive Resume

Objective : Seeking opportunities in customer service and office administrative fields. Eager to learn and put my experience to work for a new dynamic organization or company.

Skills : Retail, Computer Skills, Organization, Scheduling, Phones, Customer Service.

• Managed relationships with hotels by providing high levels of customer service and account management support.
• Acted as the main point of contact with hotels verifying guest information as needed and communicated any developments in service, products, website, or systems.
• Answered any incoming inquiries from customers regarding system, reservations and etc.
• Managed customer complaints regarding overbooking, hotel amenities and services in a professional manner resolving the problem through the most effective means possible.
• Provided guidance to hotels in utilizing and optimizing our systems and serve as a liaison with the appropriate departments to gain relevant information and resolve problems or support.
• Resolved any issues or complaints that have been detailed on incoming guest reviews and take appropriate action as needed.
• Ensured that all administration is completed as required.

Customer Service Executive III Resume

Objective : To continue on path in life working in a career where I can be part of the team, but still grow as an individual enhancing my knowledge base. I would like to be part of a successful business knowing that I have added to that success.

Skills : ISDL It Standard Diploma From Cambridge University.

• Monitors customer accounts and customer credit limits, Follows up all outstanding accounts until final settlement.
• Attends to customer complaints and ensures that all complaints are dealt with in the shortest time possible and to the satisfaction of the customer.
• Provides assistance to the subordinates when dealing with such matters and handles all critical complaints and issues Visits Customers to negotiate with volume / price, contracts, payments etc and follow-up their queries and complaints till all finalized.
• Keeps the Manager posted of the progress at all time.
• Prepares daily sales report, Receives and checks customer invoices issued by Finance before forwarding them to customers to ensure the information is correct.
• Answers customer queries regarding invoices and payments.
• Checking with delivery section the movement of trucks, supervision the users of oracle ERP system.

Customer Service Executive II Resume

Summary : To continue my career with an organization that will utilize my communication, administrative, and problem solving skills to benefit mutual growth and success.

Skills : Microsoft Office - Word, Excel, PowerPoint & Outlook., Adobe Photoshop, Dreamweaver, CSS, Flash. Basic Knowledge In HTML, Eclipse,Talisma.

• Customer support across Business segments.
• Cross functional customer complaint handling across e-channels and paper mail.
• Investigation assistance and back-end support services to Branches, Call Centers and other support centers.
• Segmentation of customers and ability to provide preferential treatment to premium and sensitive customers Back-end processing and account maintenance, including financials and non-financial transactions.
• Application Processing, Credit Policy checks, de-duplication, verification, post verification checks and archival.
• Investigation support for legal/Regulatory complaints.
• Dispatch of Welcome Kits, Credit/Debit cards and check books, with a comprehensive tracking and follow-up mechanism of return to origin cases.
• Statements Dispatch/Tracking and redirection.

Customer Service Executive I Resume

Summary : Team player with a genuine interest in resolving problems. Solid ability to resolve problems effectively; Strong written & verbal communication skills.

Skills : Microsoft Office, Microsoft Word, Microsoft Excel.

• Help to resolve customer complicated complaints and last minute problems.
• Well acquainted with the procedures and the regulation of the company and very detailed when it comes to my work.
• Participated in project to help reduce the handling time of customer's complaint and requests to achieve better results and more customer satisfaction.
• Maintained a good relationship with the managers and colleagues to help in a better and efficient work environment.
• Passionate about assisting new and current hired colleagues as well as learning form their experience.
• Attended training for handling customer difficult calls and always open for more trainings and projects.
• Participated in providing feedback for other colleagues regarding their work and advising of the right approach to the subject in hand.

Associate Customer Service Executive Resume

Headline : Possess excellent written & verbal skills with education & experience for support. I contain high energy with the ability to handle tasks and the ability to meet deadlines due to my previous positions that required me to meet crucial deadlines.

Skills : Customer Service Skills.

• Providing excellent customer service and account management support to hotel partners.
• Support the hotel partners in verifying guest information.
• Answering incoming calls from hotels and customer regarding the system and new and existing reservations.
• Assist customers with complaints regarding any issue with the hotels such as overbooking, issues with the hotel room and/or hotel service provided.
• Provide hotel with guidance in utilizing the secured Booking.com extranet with managing rates and availability.
• Follow up with hotels and guests in a timely manner when feedback is required.
• Providing excellent customer service to hotel partners and customer queries over the phone and via email communication.
• Set up and correct customer records in system.

Asst. Customer Service Executive Resume

Summary : A challenging opportunity that will effectively utilize and accelerate acquired expertise, creative talents and commitment to excellence. Desire a position with career growth potential.

Skills : <div>Clear Communication Skills, Self-Control.</div>

• Banking with all the charges and ledgers towards the Loan accounts and Transaction accounts.
• Handling telephone calls, emails, paper reports and linked reports from various Sources and complete the task in the given time span.
• To liaise with the Bank help team and DirectDebits team when any information is required.
• To identify the procedural gaps and schedule quality meetings between the relevant teams to reduce these gaps.
• Acted as one point of contact in regards to procedures and investigations of new scenarios.
• Re-engineering on procedures done as a six sigma yellow belt project.
• Preparing procedures of any new update received; Training all the new joinees/fresher's in accordance to the available resources and utilizing them in a productive way.

Lead Customer Service Executive Resume

Summary : Proficient in leading dedicated teams for running successful process operations with proven ability of achieving Service Delivery/Organizational Targets. Possess excellent interpersonal, communication and organizational skills with proven abilities in training, development, customer relationship management and planning.

Skills : Microsoft Office Suite, Word, Access, Excel, Outlook, Saleforce.

• Provided top class client servicing to the clients in United States.
• Ensured accomplishment of SLA (Service Level Agreements) set by Business Area.
• Developed and implemented Call Coaching Techniques and Schedules to improve the performances.
• Calling customers for an outbound collection process in a fast paced goal oriented collections department.
• Providing customer service regarding collection issues, process customer refunds, process and review account adjustments, resolve client discrepancies and short payments.
• Responsible for monitoring and maintaining assigned accounts- Customer calls, account adjustments.
• Accountable for reducing delinquency for assigned accounts.
• Perform skip tracing activities for assigned delinquent accounts.

Customer Service Executive/Representative Resume

Summary : Assist in being part of a brand that is expected to adapt to a changing environment contribute to improving the overall experience, and follow through on resolving issues with good judgment and a sense of urgency.

Skills : Microsoft Power Point, Excel And Word.

• Computed accurate sales prices for purchase transactions and maintained up-to-date records at all times.
• Resolved product issues and shared benefits of new technology, while addressing customer service inquiries in a timely and accurate fashion.
• Made reasonable procedure exceptions to accommodate unusual customer requests.
• Provided accurate and appropriate information in response to customer inquiries.
• Demonstrated mastery of customer service call script within specified timeframes.
• Addressed customer service inquiries in a timely and accurate fashion.
• Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
• Properly directed inbound calls in phone queues to improve call flow.

Customer Service Executive/Supervisor Resume

Summary : To obtain a challenging career position utilizing my strengths in leadership, team building and operations with dedication to customer satisfaction, to include but not be limited to customer growth.

Skills : Customer Service, Management.

• Issued instructions and assigned duties to workers.
• Observed and evaluated workers' performance.
• Resolved complaints and answered questions of customers regarding services and procedures.
• Trained and managed up to but not limited to 20-20 employees to achieve significant improvements in their productivity.
• Communicated with other departments and management to resolve problems and expedite work.
• Supervised 15 employees, scheduled work hours, resolved conflicts, and determined salaries.
• Successfully managed a 15-person team in the proper way to sale and bill corporate cable accounts.
• Reviewed and checked work of subordinates such as reports, records, and applications for accuracy and content and corrected errors.

Summary : Strong interpersonal communication and soft skills. Ability to effectively communicate complex ideas and concepts in written form. Ability to work independently and multi-task. Exceptional problem solving and decision making abilities. Exceptional organizational skills. Strong analytical skills.

Skills : Microsoft Word And Excel.

• Receive inbound inquiries and disputes from customers, and internal departments.
• Meet Standards for call volume, wrap time, and talk time schedules.
• Assist internal departments with manual tasks, and special projects to ensure that the customer expectations and objectives are met.
• Provide excellent customer service with first call resolution, and accurate information while keeping a professional deminer.
• Follow-up on customer inquiries to make sure they are resolved in a timely manner.
• Resolve escalations received by phone, email, and in writing for the Consumer Financial Protection Bureau.
• Direct ownership of customer issues and concerns.

Table of Contents

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Customer Care Executive Resume Sample

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Work Experience

• Capture all customer issues, maintain a tracker, ensure regular update to all responsible parties, update Sales director, sales operations, Distribution Manager and Capability any pending issues that require immediate resolutions. Update the issue tracker and circulate to all stakeholders’ party
• A proven ability to support and exceed customer expectations
• Team player in a small but dedicated department
• Strong organizational skills and ability to prioritize work to simultaneously handle a number of responsibilities and assignments. Ability to independently plan and deploy
• Strong Knowledge of CRM applications desirable. Specific in Clarify, and other business related and call center applications. Data Entry and closure cause and call type selections required
• Suggest and inform the team on any matters relating to improve customer satisfaction with all processes. Communication and being a focal point of dissemination of information to the team
• Preferably Junior Executives specializing in Customer Service or equivalent
• Reliable and responsible in completing task
• Abel to work shifts, weekends and Public holidays
• Willing to take on additional task
• We pay additional RM100 for Mandrin speaking candidates
• Investigate customers’ complaints and rectify the problems by coming up with recommendations of possible actions and solutions
• Responsible for contract renewal and account ‘saves’ in assigned accounts. Uncovers additional revenue-generating opportunities in account portfolio
• Closure of customer complaints according to laid-out policies and timelines
• Answers inquiries by clarifying desired information; researching, locating, and providing information through email/chat and some cases through outbound calling
• Fulfils requests by clarifying desired information; completing transactions; forwarding requests
• Fresher 0-12 Months
• To make outgoing calls to customers & keep them informed about new products and services
• To try and sell the products and services to people
• To listen to objections and handle them effectively
• To enter the details of every interaction in the system researching, locating, and providing information
• Fresher 0-12 months experience in sales could be an added advantage
• Providing resolution to Customers on Technical queries
• Ensure that the required Service Level Agreements (SLA''s) are met

Professional Skills

• Strong problem solving skills and able to work under pressure and independently
• Strong communication skills and ability to direct others
• Strong analytical skills with the ability to listen to and analyze customers’ needs and make appropriate decisions based on available data
• Strong team player skills and the ability to work harmoniously with a diverse workforce
• Demonstrates strong commitment to meeting the needs of customers, striving to ensure their full satisfaction
• Good PC skills in MS Office and Chinese Word processing
• Customer oriented and positive customer service attitude with effective communication skills

How to write Customer Care Executive Resume

Customer Care Executive role is responsible for events, attitude, retail, finance, credit, training, reporting, digital, insurance, travel. To write great resume for customer care executive job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Customer Care Executive Resume

The section contact information is important in your customer care executive resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Customer Care Executive Resume

The section work experience is an essential part of your customer care executive resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous customer care executive responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer care executive position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Customer Care Executive resume experience can include:

• Strong analytical skills (digs to the route of the cause, doesn’t jump in conclusions / actions too soon, connects the dots)
• Good interpersonal skill and with “Can-do” attitude
• Experience in the shipping and logistics industry
• Operate under pressure in challenging situations
• Experience in Customer Service or Commercial positions with direct customer interaction
• PR & Marketing experience (beneficial)

Education on a Customer Care Executive Resume

Make sure to make education a priority on your customer care executive resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer care executive experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Customer Care Executive Resume

When listing skills on your customer care executive resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical customer care executive skills:

• Support Customer Experience Manager in the definition of product Warranty, Goodwill and service policies
• Effectively transfers thoughts and expresses ideas orally or verbally in individual or group situations
• Planning, prioritizing and time management
• Experience overcoming objections and converting interest into high qualified leads
• Diploma holder with at least 2 year experience in leading teams in a service related industry
• Ales and/or new business development prospecting experience

List of Typical Experience For a Customer Care Executive Resume

Experience for hp / tb-customer care executive resume.

• Order booking amendments, tracking and expediting for all products
• Customer Focus and Being Attentive
• Form part of the Insight and Intelligence Department reporting into the Energy Ombudsman Co-ordinator
• “Order to Cash” process follow up for each customer & Credit management – payment matching
• Provide pre-sales support for opportunities that are in the funnel

Experience For Ecc-executive Customer Care Tier Resume

• Capitalize on opportunities to educate customers on the benefits of DHL’s value added offerings e.g. shipment
• Deliver exceptional customer service via all channels with the goal of ensuring that customer order and inquiry needs are met while maintaining service level agreements
• Providing effortless customer experience by proactively communicating to the customers on any updates or changes on their orders / inquiries in a professional and courteous manner
• Embody our brand values and act as a brand advocate within the online environment
• Generate, edit and publish content that builds meaningful connections and grows brand advocacy
• Be the voice of the customer by providing feedback and reporting on discussions to the appropriate area of the business in order that any issues can be addressed and resolved
• Collaborate with other departments (i.e. service delivery, ceo team etc.) to manage reputation and coordinate actions

Experience For Executive Referral Team Customer Care Professional Resume

• Technical knowledge of Telco industry (beneficial)
• Answer and record calls and problems reported
• Track & manage request until case is closed in order to ensure a quick response to customers’ request. This would include fax, web, and email
• Maintain and develop good relations with team members and of other department in order to realize follow-up action plans to resolve issues and to keep abreast of information and latest update
• Study and keep abreast of product knowledge and application in order to deal with customer's enquiry and objection
• Carry out other related tasks assigned in order to support the team and other department to achieve company's objectives

Experience For Customer Care Account Executive Resume

• Quick learner / adaptive
• Language 2 – Any south Indian Language
• Write, read and speak English to suit business needs
• Basic Telephone Etiquettes & MS Office
• Write, read and speak English to suit business need
• Manage a portfolio of approximately 50 complaints

Experience For Customer Care Executive, TH Resume

• Phone conversational manner
• Fresh graduate are welcomed
• Monthly catalogue / Order Form management for the distributors
• Has fully operational command of the language with only occasional unsystematic inaccuracies and inappropriacies. Handles complex detailed argumentation well
• Basic Email Etiquettes
• Collaborates to win

List of Typical Skills For a Customer Care Executive Resume

Skills for hp / tb-customer care executive resume.

• Work closely with all functions to handle and resolve issues promptly and effectively, maintain overall performance
• Ensure effective knowledge management through accurate and timely recording of learnings gathered through physical channels and Call Center
• Able to prioritize tasks and understand what resources needed to achieve business results
• Attentive to details and excellent team player with pleasant personality
• Support the Customer Experience team in the development of CRM, Loyalty and Customer Activation plans
• Handle complaints and claims and ensure prompt and effective resolutions to meet customers’ expectations
• Experience in social media or related field

Skills For Ecc-executive Customer Care Tier Resume

• Process Commercial Goods Return, Credit and Debit notes
• Understands what is high-end customer experience, focused on quality of the result
• Build strong customer relationships and ensure that correct information is provided
• Language 1 – English Proficiency Level- Excellent
• Regional Language Communication Skill

Skills For Executive Referral Team Customer Care Professional Resume

• Negotiating, selling and closing business via telephone and from time to time face to face Closing sales
• Following up and initiating marketing campaigns
• Handling Post Booking queries like seat assignment/baggage inquiries/date change/cancellations etc
• Maximising the retention and growth of existing contract and equipment base
• Renewing Service and supplies discount agreements on a monthly basis and managing funnel
• Handling Inbound Customer Care & Sales Calls from US/UK customers
• Selling Air, Hotel, Car, Insurance and Vacation Packages to customers
• Providing FCR(First Call Resolution) to the Customers
• Meeting customers to resolve any complex cases

Skills For Customer Care Account Executive Resume

• Setting up appointments for sales team, customer sample management, demo stock process management and other customer focused activities
• Value selling new service agreements, customer training and equipment upgrades from prospect and customer accounts and marketing campaigns
• Structure competitive supplies pricing for existing and new customers by analysing account and/or projected spends
• Self-motivated with a high attention to detail and ability to multi-task whilst working in a fast-flowing sales environment
• Develop Premium Service packages and communications that generate awareness/understanding of the services, while facilitating customer access to them
• Participate in coaching’s, reviews and training assessments & personnel in conjunction with department managers
• Able to propose better ways of doing routine things leveraging internal rules / policies
• Decision Making, numerical ability & logical reasoning
• Objection handling and persuasiveness

Skills For Customer Care Executive, TH Resume

• Provide technical feedback/solutions for the complaints to the After sales team/Head Quarter regarding the issues of customers’ products and inventory
• Proficiency in speaking and written English and Chinese (Cantonese and Mandarin)
• Passion and charisma; genuinely motivated to drive sales growth monthly with innovation and building essential relationships with customers and team members
• Participate in the development of Customer Services processes and training material
• To handle inbound and outbound communications of customer inquiries, orders, complaints and compliments via phone calls, emails, website, etc. in order to attain high satisfaction in customer experience
• To provide post-sales supports to customer according to customer needs
• To provide solutions concerning any product or service related issues

Skills For Customer Care Executive, Aus Resume

• To liaise with different parties, departments and Head Office regarding follow up of relevant matters
• To maintain and record related administration and information in dedicated systems to meet company’s expectation
• To prepare reports for management review regularly
• Flexible and competent to work in a fast-paced and dynamic environment
• Positioned to have fluid and professional conversations while building upon product knowledge to articulate benefits with new and existing customers for all technologies
• Results/process oriented by sharing a proactive approach and resourcefulness to manage timelines, analyse priorities, and deliver consistent disciplined actions

Skills For Social Customer Care Executive Resume

• Willingness to change directions frequently in the spirit of continuous improvement to be effective daily and monthly
• Full and valid driver’s license is essential
• Strategic thinker that commands quality, performance, and superior communications with the team and for Videojet customers
• Be ready to take on escalations calls from Team Leader or Manager from customers who requests to speak with higher management
• Proficiency with CRM systems (preferably Salesforce.com), data integrity, and MS office applications – particularly MS Excel
• Proactive with a can-do approach
• Work under minimal supervision on assigned projects
• Think ‘outside the box’ to create innovative solutions

Skills For Customer Care Executive Mercosul Line Resume

• Create/update key documentation and content (FAQs, Talking points, CC info & processes) for touchpoints to perform customer care services (info, registration, diagnostic, swaps, refund, maintenance)
• Support digital team in the development of projects with implications in Customer care such as the IQOS Website, the Social Media channels, self-help tools (QURE, App), Chat bot (Lucy)
• Support the development of Knowledge tools to provide customer care knowledge across all touchpoints (Call center, Coaches, Retail)
• Support the development of materials (user manuals, leaflets) with customer care content
• Support the Operations Team in the deployment of the customer care services across all touchpoints involved
• Plays an integral part in the coordination of information between Commercial, Sales and the DC
• Establish a systematic course of action to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity
• Experience in Supply Chain/Logistic Operations
• Advance level of spoken and written English

Skills For Customer Care Executive, AU Resume

• Explore positions and alternatives to reach outcomes that gain acceptance of all parties
• Monitor key customer satisfaction indicators to achieve high customer satisfaction
• Monitor activities of the 3rd Party Customer Service Centre including: supervising performance, monitoring service levels; carrying out audits to ensure adherence to the customer care standards and policies
• Manage the relationship with our 3rd Party Customer Service provider and ensure that the customer services delivered meet and exceed customer expectations and are in line with PMBG strategy and standards
• Execute field visits of physical customer channels to ensure all processes are set and run smoothly
• Escalate learnings, best practices, attention points to the required managerial level in a timely and accurate manner
• Actively participate in the deployment of global customer care programs and develop local programs to increaase conversion of customers from conventional products to RRR

Skills For Executive / Senior Executive Customer Care Resume

• Ensure that all vendor services and internal activities are aligned with local and internal legal requirements, compliance & quality requirements, waste & recycling requirements, and environmental, health & safety requirements
• Opportunity funnel management - conduct weekly/monthly follow-up communications with the Regional Sales Managers in order to move opportunities through the sales funnel
• Meeting required average handle time
• Handle processing of insurance for high value shipments referred by Customer Service agents as per GCC Risk Group’s procedure and process
• Visit customers for relationship building and issue resolution (where required)
• Stands the pressure when things have to be done quickly or the task is stretching
• Coordinate Sales via the Order management system and order processing and ensure the follow-up with the warehouse
• Coordinate on a monthly basis with the Marketing team and Demand Planners for New / Discontinued products
• Monthly Claim Management & ongoing maintenance of the Turnover Report, follow up with orders

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