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Featured resume example: customer service manager

CustomerServiceManager

Name: TAYLOR THOMPSON

Address: City, State, Zip Code
Phone: 000-000-0000
E-Mail: email@email.com

Professional Summary

Well-qualified Customer Service Manager proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments

Work History

Customer Service Manager
02/2018 to Current
Company Name, City, State

  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.

Customer Service Agent
05/2014 to 08/2017
Company Name, City, State

  • Exhibited high energy and professionalism when dealing with all levels of clients and staff.
  • Handled diverse range of customer service, operational and administrative requirements daily.
  • Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.

Telemarketing Sales Representative
08/2011 to 03/2014
Company Name, City, State

  • Recorded contact information of customers and potential customers.
  • Explained product prices and packages as well as answered questions and addressed concerns of customers.
  • Assisted with training and orientation of new employees.

Skills

  • Customer service specialist
  • Efficient under pressure
  • Personnel training and development
  • Budgeting and Reporting
  • Passion for travel
  • Flexible
  • Talent Development

Education

High School Diploma
City, State

Top 4 characteristics of a best-in-class customer service manager resume

  1. Summary Provide a quick overview of your work experience and top skills that are relevant to the job. For example: “Focused customer service manager with 9 years of experience in customer service and sales management. Successful at developing high-performing teams that improved customer satisfaction for major retailers.”
  2. Skills Highlight both hard skills and soft skills in this section, with separate categories for each. Some fitting hard skills include in-depth product knowledge, knowledge of federal and state labor laws, MS Office proficiency, and knowledge of best customer service practices. Important soft skills include leadership and mentorship, problem-solving abilities, multitasking, and critical thinking.
  3. Work History Zero-in on only your most relevant work experiences and accomplishments, matching up achievements to what the potential job requires. For example, if the job stresses CRM reports, you could present an achievement such as “Prepared CRM reports for a team of 25 customer service representatives, working with front-line executives to increase customer satisfaction rates by 14%.” Note that metrics and numbers are used in this example to give a better picture of your abilities.
  4. Education Mention your highest level of education (e.g., college diploma) along with the name and location of the institution where you earned the credit. Add any special training or certifications that are relevant to the job, such as completion of the Certified Customer Service Program (CCSM).

See Why My Perfect Resume is a 5-Star Resume Builder

Find the right template for your resume

Build a resume that has the right look as well as the right content, using these professional templates.

Managerial

This template features a clean and professional look, with a dual-column design. The leader features a monogram graphic and strong colors for extra impact

Standout

This unique pipeline style design makes it easy to find each section. Each section heading is given a color treatment.

Strong

Each section in this layout is differentiated with color borders and bold headings, while the two-column organization leaves plenty of room to customize your skills section.

Our templates page contains even more templates you can use.

Do’s and don’ts for your resume

  • DO include relevant keywords. Adding the right keywords to your resume will catch employers’ attention, and get you past applicant tracking software (ATS) that employers use to scan resumes. To get the right keywords, scan through the job description of the position you’re applying for and pick out phrases that spell out the job’s major requirements, such as “training and development of junior team members” or “analyzing customer trend data.” Populate your summary, skills and work history sections with skills and experiences that fit these keywords. For example, you could list “employee training and development” as a skill, or mention an experience in which you successfully analyzed customer trends to improve customer service.
  • DO use action verbs. Instead of using weak verbs or passive phrases to describe your achievements, use powerful verbs that portray you as someone who has energy and is proactive. For example, instead of writing “was responsible for working with other departments of the company,” write “Collaborated successfully with internal departments.” Some examples of action verbs to use in your resume include “empowered,” “managed,” “organized,” “engaged,” “advocated,” “oversaw,” “facilitated,” “administered,” “implemented” and “coached.”
  • DO feature intangible skills. For a management position, soft skills that define how you interact with others and approach work are crucial. Add soft skills like team management, organizational skills, excellent verbal and written communication, and the ability to excel in a fast-paced environment to your resume. For more suggestions on in-demand soft skills, see our Top Resume Skills article.
  • DON’T forget to review your resume. Nothing gets a recruiter’s goat faster than a resume that contains silly errors. Read your resume at least twice before you submit it, and make sure that it’s mistake-free, and you haven’t missed out on any crucial information. You can also use our Resume Builder, which also checks your document for any blunders.
  • DON’T be over-verbose. A resume should be clear, straightforward and concise, which means you should avoid writing lengthy sentences. Focus on short phrases and bullet points, using the action verbs we’ve outlined above. Instead of writing “I managed a team of 32 customer service executives” write “Managed team of 32 customer service representatives.” Note that you don’t need pronouns like “I” or articles like “a” (e.g., “team” instead of “a team”).
  • DON’T pack your resume with unnecessary details. Recruiters go through resumes within a few seconds, so avoid unnecessary information that might cause their eyes to glaze over. Feature accomplishments and achievements which are relevant for the job, keep your work history within the past 10 years, and stick with crisp, short phrases, as we’ve outlined above. The end result should be a resume that’s no longer than two-pages long.

Customer service manager resume FAQ

1. What are some examples of relevant skills for a customer service manager position?

Hard skills:Soft skills:
Administrative processes and softwareCommunication skills
Report creationPatience
MS Office proficiencyProblem-solving
Excellent writing skillsDiplomatic
Product expertiseMotivational abilities
Interviewing and onboardingTeam management
Training and developmentOrganizational skills
Business managementDetail-oriented
Product merchandisingInterpersonal Skills
Trustworthy
Empathetic
Emotional Intelligence
Critical thinking
Discretion
Leadership
Hard skills:
Administrative processes and software
Report creation
MS Office proficiency
Excellent writing skills
Product expertise
Interviewing and onboarding
Training and development
Business management
Product merchandising
Soft skills:
Communication skills
Patience
Problem-solving
Diplomatic
Motivational abilities
Team management
Organizational skills
Detail-oriented
Interpersonal Skills
Trustworthy
Empathetic
Emotional Intelligence
Critical thinking
Discretion
Leadership

2. What should your resume layout be?

Many make the mistake of thinking that “flashier is better” for a resume, resorting to flamboyant fonts or graphics. While this might give your resume a unique look, it also runs the risk of confusing recruiters and the software they use to scan resumes. It’s best to keep things simple, and use a streamlined template to present your credentials. Stick to standard fonts like Arial and New Times Roman. Do away with fancy graphics, and use your text to state your qualifications efficiently and cleanly.

3. Which resume format should you use?

Your format, or the way you organize your resume, will depend on your experience, and how well it fits the job. The chronological resume format is ideal if you can present an extensive rundown of customer service experiences and accomplishments. A combination format is also a good choice if you have a few years of experience to feature, along with relevant skills. A functional format is best if you’re just starting out in the industry, but can showcase job-ready skills and training.

4. How do you make your resume ATS-friendly?

Applicant tracking systems (ATS) are software used by recruiters to scan resumes, and filter out worthy job seekers based on relevant keywords. To make your resume ATS-ready, make sure it has a clean, readable layout, with no strange graphics or formatting to get in the way. You should also pick out keywords from the job description that define primary job tasks or attributes, such as “ability to multitask,” or “maintain and rebuild company knowledge base and training resources.” Then feature abilities and experiences you have that fit these requirements (e.g., listing “multitasking” as an ability, or describing a previous experience where you maintained important company data).

5. What are some certifications you can add to a customer service manager resume?

Look to gain and feature certifications that showed you’ve honed your skills, such as:

  • Certified Customer Service Manager (CCSM)
    • Level 1
    • Advanced
    • Level 1 + Advanced
  • Support Center Manager Certification
  • Support Center Director Certification
  • Service Executive Leadership Certification