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yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx ▪ abc@xyz.com
driven professional seeking a challenging position in customer service management, where expertise in client services, employee management and issue resolution will prove instrumental to company success.
profile
- offer solid and progressive experience within client account support, operational management and customer service capacities.
- in depth expertise in managing 12-15 direct reports responsible for a 100mm accounts receivable file, 600mm order processing and a 100m customer inquires or complaints.
- capable of staying focused and maintaining a calm demeanor in high-pressure situations while exhibiting high quality, diplomatic customer and client services interaction.
- consistently ensured delivery of quality customer service vital to sustaining and growing accounts.
- excel in recruiting, building and leading top-performing, client-focused staff; able to implement feedback on developing employee strengths.
- adept at blending strong decision-making abilities with outstanding organizational skills, solid leadership attributes, and successful interpersonal relationship-building techniques.
- apply sharp problem-solving proficiencies, intelligent business acumen, and cost-effective strategies, along with exceptional written and verbal communication skills, to customer service environment.
- green belt certified in six sigma quality.
professional experience
customer service operations manager xerox corporation date-present
- sharp business acumen and experienced in managing broad scope of operations, selected 14 times as corporate all star winner for best-in-class performance results within a pool of 2400 employees.
- successfully steered sales operations to generate high volume growth and revenue; achieved days sales accounts receivable plan at 37 days against target of forty days.
- effectively train and direct activities of 15 member staff and 125 associates; actively collaborated in human resource operation functions such as evaluating performance and providing guidance/mentoring.
- consistently process sales orders at 1.5 cycle time against a target of 2 days.
- serve as point of contact for all customer service communications, efficiently handling phone inquiries and processing complaints; resolved at 98% against a plan of 95%.
- actively serve as team leader, spearhead project enabling xerox to achieve its malcolm bald rig certification.
education
ge/xerox compliance, 2005-2008
employment data privacy, 2005-2008
spirit & letter commitment, 2005-2008
document creation, 2005-2008
green belt certification project and training, 2004
performance management, 2003
leading cross functional teams, 2001
university of kansas, 1968-1972
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