Developed and Implemented IVR Customer Care Survey. Managed customer service department supervision and implementation. Customer orientation and ability to adapt/respond to different types of characters. Established and implemented KPIs to measure operational performance. Optimized an inefficient operation by establishing detailed performance reporting, predictive analysis and standardized processes while continually improving customer satisfaction. Worked within the community as well as outlying areas to promote the bank to achieve new business and consumer client relationships. Top Customer Service Director Skills. Led Customer Service Operations for the SouthEast area (Print and Internet and Mobile products). Re-established orientation and training procedures and processes in order to more effectively integrate new hires into company culture and operation. Outstanding communication, relationship-building and influencing skills; competent in building customer relationships which inspire confidence and loyalty. Implemented complaint workflow for Senior and C level leadership to address and resolve customer complaints within 24 hours. Developed training program, productivity standards, performance monitoring/measuring process; provided daily work planning/personnel administration through subordinate managers and supervisors. Managed full cycle from order entry, installation and invoicing for 4,000 stores and $100M in annual sales. Anyone who aims to be successful in a customer-facing role should have a basic set of what we call “service skills”. Industry Experience – An aspiring Customer Service Manager should have worked in the front lines for a couple of years, so they know and understand what their team’s workday is like. The average salary for a Field Service Director with Customer Service skills is $113,570. Reduced overall service workforce while increasing overall on-time installation performance during years of sustained growth. Managed and oversaw all Customer Service Operations including writing and enforcing company policies and procedures. Included: telemarketing manager, sales support, customer service trainer and trainer and management of 70 person training force. Provided Technical Support for hospital administrators. Customer Service Apprentice. Led 2 direct reports (Customer Service Manager, Technical Service Delivery Manager). Defining your customer service career path. Worked in the product liability department and handled all customer complaints in regard to small appliance. Collaborated with sales team to integrate new customers and create tactical plans to implement contracts. Handled recruiting, interviewing, hiring and orchestration of training and development of new direct reports. Managed key stakeholder relationships across global and regional internal business units, partners, vendors and customers. Achieved department sales goals in 12 consecutive quarters. Established metrics and mentoring that increased service team's effectiveness and efficiency. Led process improvement initiatives, achieving significant reductions in transaction time and improvements in quality of service. Engaged with EMC2 senior and executive management to communicate critical and political incident management developments and action plans. Collected, analyzed and interpreted data in areas of supervision to meet organizational goals. Defined and established a new Logistics Organization, including Lorena acquisition personnel (92% of new hiring's). Resulted in customer retention of $50 million in annual revenues. Developed, supported and communicated departmental and organizational quality standards, processes, policies and procedures. Increased sales and customer retention by motivating staff via training and incentive programs. Defined RAS initiatives for SEPATON products based on field data and customer feedback. Served as organizational liaison to corporate relationships and diplomat at recruiting events. Most organizations lose too many potential customers in the journey from prospecting to closing. Directed the development of employee training programs. 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Identified key indicators for customer retention. Partnered with the Store Director and Regional Human Resources Director to manage employee relations concerns. To offer an even stronger customer experience, spread these skills to your entire team. Coordinated and oversaw event planning and logistics. Conducted monthly service goals and implemented service / customer activity reporting, driving performance management process and improving productivity. Email. Soft skills and hard skills for Customer Service. Delivered monthly/quarterly/annual performance reviews Improved satisfaction results through compiling, analyzing data, and implementing changes as needed. Led redesigned customer strategy for management of customer requirements, quotations activity, order management and grading of customer service associates. Launched Advance Agent Desktop Billing System in Customer Care after running a comprehensive test pilot with 30 agents. Contributed to the review, recommendation and selection of a new CRM system to improve incident tracking and handling. And while the search for great customer service skills and abilities is a more recent endeavor, many CEOs would argue it’s just as elusive as the mythical grail that prompted the Crusades. Managed eight direct reports and a team of 25. The modern Customer Experience is built on digital foundations, with an ever-changing array of tools and technologies that are constantly pushing the envelope of innovation. 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Managed all pre/post-sales support as well as service sales. Performed technical support to customer base on mainframe application software systems. Completed restructure and reorganization of parts department and order fulfillment process. Achieved 98% customer satisfaction rating and 80% customer retention rate. Developed and implemented training programs using weekly staff meetings, one-on-one coaching, and computer shadowing techniques. Managed complex customer requirements for large customer base, while adhering to corporate and governmental policies and regulations. Recruited/Hired 4 exempt direct reports in charge of supervising a staff of 55 customer service representatives. We ranked the top skills based on the percentage of Customer Service Director resumes they appeared on. Implemented new PBX and ACD Data systems, call monitoring system and workforce management system. Directed staff of 22 customer service professionals focused on providing efficient and innovative household moving services nationwide. Designed and implemented key process initiatives, created standard operating procedures, and assembled necessary technical staff. Developed training materials and training programs to support quality claims processing and customer service. Analyzed key performance indicators and prepared reports for upper management. Partnered with credit and pricing departments to implement business process improvements reducing orders placed on hold. Restructured department into groups specializing in specific areas of credit union operations leading to shorter call resolution times and considerably less training. Trained new associates to use computer system and handle customer complaints. Administered coaching action plans, training/development, one-on-ones, and progressive discipline up to and including termination. Managed customer relations correspondence with all Federal Communication Council and Help Desk Team of 12 technical personnel. 1. Supervised 3 direct reports and a staff of 30 in daily activities. Selected Achievements: Selected to lead the benefit management business process improvement project. Transformed the culture of Customer Service from order processing to an ;Inside Sales; support team. Administered the contacting of new customers to install product(s) and service(s) owed. Prepared and administered monthly One-on-One sessions and Annual Performance Reviews for all personnel. Delivered excellent customer service by providing timely solutions to customer problems and building an honest relationship with each family. Directed seven multicultural team members within Service and Customer Service operations. Initiated and established the Customer Relations and computer Operations Departments and oversaw Trained new staff members on daily operations pertinent to perform their job. Created the policies for order processing, customer service, returns, refunds and all e-commerce.. Implemented focus group meetings to discover training needs and disconnects, while also focusing on process improvement opportunities. Customer service is both a type of job and a set of job skills. Created initiatives and accountability metrics used to manage customer service team and meet business objectives. Maintained compliance with service levels and client contractual commitments; achieved labor and non-labor budget requirements. Started at Colorado Access working with members in a program who had both Medicare and Medicaid benefits. Monitored contractual performance on SLA agreements. Supported acquisition and deepening of customer relationships via strengthened partnership with Sales teams and tailored customer communication plans (e.g. Obtained government standard certification qualifications ISO17025 for specific segments of the business. Developed and implemented a start up Customer Service Department. Anyone who aims to be successful in a customer-facing role should have a basic set of what we call “service skills”. Planned and directed the overall customer service functions requiring regular interface with customers, internal divisions, and business operations units. Directed the Customer Services operation (Account Management, Call Center, Data Conversion, Order Fulfillment, Training). Characterized by high volume, low margins, and multi-million dollar contracts that are subject to 30 day cancellations. Achieved service level goals for Order Entry accuracy, inbound call volumes, Average Handle Time and Quality. Emphasized involvement in daily operations including customer service, billing, accounts payable, payroll, and purchasing. According to O-Net OnLine, a service director must possess effective leadership skills, time management aptitude and problem sensitivity. Managed a customer base of over 200 accounts with a customer retention rate of 94%. Designed and implemented enterprise credit system for this global manufacturer of branded insulated food and beverage containers including Aladdin and Stanley. Directed staff of 14 Customer Care Representatives; mentored Customer Service Supervisor. Increased customer retention and customer satisfaction. Led initiative in Customer Care to migrate over 1 million analog converters to digital converters. Headed customer service business segment and generated leadership technical support and warranty services. Customer service representatives need strong communications skills to handle client orders, problems and inquiries. An entry-level Director, Customer Service with less than 1 year experience can expect to earn an average total compensation (includes tips, bonus, and overtime pay) of … Managed personnel screening, hiring, termination, and disciplinary responsibilities for the Customer Service Department. Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals. Developed customer service intranet to support and streamline multiple company product information and data. Restructured department into 4 teams which supported scalability, optimized service levels, and provided staff development and advancement opportunities. Restructured a small customer service department for an e-commerce company. Decreased time to resolve issues; constructed electronic knowledgebase comprising 600+ problem resolutions and tools to solve virtually all customer issues. Developed and implemented customer service enhancements in staff, systems and business processes. Managed Major Account Teams with focus on order fulfillment, operational excellence, POS sales, and profitability. Created and implemented Customer Satisfaction surveys for internal/external customers to measure Designed, wrote and edited the first Order Entry Manual to help standardize internal operations and increase efficiency. Managed and recruited medical professional for a temporary staffing agency. But guessing and knowing for sure are quite different. Organized and managed the Technical Service Department infrastructure. Handled all HR initiatives including hiring, training and performance reviews. Conducted sales activities to fuel new business development and retain clients. Those seeking to secure this type of position are not necessarily required formal education, although many candidates display a Bachelor' Degree in their resumes. Developed and monitored daily revenue and contract fulfillment metrics with daily review of compliance regulations. Applied Lean Six Developed and maintained existing customer relationships in order to achieve customer satisfaction. ‘Customer-oriented call center representative with five years’ experience looking to apply proven ability to improve customer satisfaction. Selected accomplishments: Initiated process improvements concerning timely invoicing to obtain 95% within 24 hours after delivery for all orders. Managed all customer service functions including order entry, and contract review. Calmed angry callers, repaired trust, located resources for problem resolutions, and designed best option solutions. Managed order entry and customer service team for all International licensee's. Designed processes to team Help Desk, Development Support, QA and Distribution to guarantee timely delivery of bug fixes. Canadian customer service activities. In many cases, an employee who excels in the service department is eventually promoted to a manager role. Focused strategy on 5 key elements: performance improvement, communications and collaboration, CRM, e-commerce and knowledge management. Established benchmarks for the Customer Care orders and system inputs. Directly responsible for performance management of 39 managers. A good leader. Developed and directed strategic and tactical initiatives to maintain and improve customer retention metrics. Increased customer satisfaction through survey process improvements. Supervised daily processing of credits and approval of replacement/return orders. Created incentive program for the customer service department. Established and developed a culture of customer service excellence and donor satisfaction to include measurement and continuous improvement. Provided customer relations and business development between thirty U.S. original equipment developers and China Original Equipment Manufacturing (OEM) firm. Achieved sales goals of $1.5 to $2.5 million in sales. Managed a 40-person sales and customer service department in this international agriculture and industrial supply company. Improved accruals and brought visibility on-product profitability during order entry by establishing rebate masters for customer contracts. Signed terms of service for new customers increased in the first 60 days by 50%. Conceived and developed newly established customer service department. When recruiting or considering potential customer service reps, hiring managers also seek expertise in troubleshooting and analysis. Pioneered development of customer service department for largest privately held commercial leasing company in the nation. Disseminated information to other business units to build a foundation for cross-functional collaboration and promote a cohesive service delivery model. Represented Customer Service during the successful transition from QuickBooks to a new ERP system (SyteLine). Instituted a continuous improvement cycle for processes such as customer complaints and training. Standardized customer interactions around SLAs and delivery requirements ! Utilized voice of the customer feedback (VOC) to improve processes and employee engagement to drive an outstanding customer experience. Your email address will not be published. Implemented and modified a corporate directed training program designed to maximize customer relations. Implemented Signature Service level of support to highest revenue generating customers increasing customer satisfaction within this customer base by 40%. Designed CRM strategy utilizing web technology, CTI, and e-response that improved profitability 15% with 400 FTE. To perform the necessary tasks competently, the director often uses special-purpose telephones, desktop computers, document management software, such as Adobe Systems Adobe Acrobat, and accounting software. Created a new project management team and standardized reporting ! Developed communication systems with sales and sales management personnel, internal and external customers, credit department and senior management. Participated in the strategy design and launch of a free to fee Technical Support model. Highly-experienced Customer Service Manager with more than 8 years providing excellent support and assistance to clientele and customers across various industries. Championed multiple Six Sigma projects impacting improvements for Allstate Financial. Promoted in less than a year to lead customer operations, process improvement, and field operations. Resolved customer complaints for multiple field locations. Recognized for ability to efficiently and skillfully handle large number of customer service emails. Improved customer experience and increased retention rates through leveraging customer feedback, implementation of Developed and standardized account procedures to ensure consistent quality metrics were achieved. Retail Director Skills and Qualifications. Apprenticeships In England. Created and conducted staff and user training programs and materials. Led efforts to improve Service Division sales by over 100% through improved data analysis and customer retention programs. Licensed in Powered Industrial Truck Operations, CraneOperations-Intermediate and Incidental. The Customer Service Director manages a departmental sub-function within a broader departmental function. Share this list with your employees and incorporate the skills into onboarding and training programs. Maximized performance by implementing a reward program for top performers exceeding monthly metrics and quality targets. Assessed internal processes affecting sales agents, customer and technical support and provided guidance on implementing solutions for improvement. Customer service nowadays requires professionals who possess a wide-range of soft and hard customer service skills. Managed computer hardware and software technical support unit for over 110 government computer systems worldwide. management team. Established and ensured customer fulfillment and satisfaction, through management of 21 direct and indirect reports. Fostered hundreds of relations with Medical Directors, Professional Executives and Hospital Administrators. Developed and directed team of 11 accountable for import/export functions, data validation/entry, customer service, and sales support. Focused on customer correspondence and the handling of customer complaints; ensured consistency through organizational development and training initiatives. Established Project Management Office (PMO) function. Facilitated introduction of TQM Initiative by developing and implementing a standardized enterprise wide training program. Established policies and procedures; enhanced ISO and business intelligence operations. Increased customer base under agreement through strategy development and training from approximately 64% to83% in 12 months. Established infrastructure to support customer relationship management, increase strategic initiatives, and generate high-growth opportunities. Your email address will not be published. 716 Director of Customer Service jobs available on Indeed.com. Provided a single point of contact for all order processing, delivery scheduling and post-delivery quality and repair questions. Customer service managers need the ability to express their thoughts clearly, listen attentively, and respond appropriately. Served as Human Resources for clientele as well as staff members. Trained each community service manager on turnover procedures, quality standards and project-specific systems orientation. Processed credit applications, implementation of special projects, promotional newsletters and surveys. Directed all human resources, scheduling, productivity and credit card processing as well as revenue reporting. Supervised 3 technical support specialists and service technician. Served as Project Manager for CRM vendor selection, negotiation, and implementation. Worked extensively with accounts payable, accounts receivable, order processing, order fulfillment, and other projects as directed. Maintained relationship with LTL customer base and developed new customer contacts to grow LTL revenue. Analyzed and reported web site functionality and customer complaints to improve levels of service and revised internal company policies. Designed and built a new partner sales program, as well as a Customer Care initiative and related team. Communication systems with sales team to create standards for telephone monitoring used for training, technical support unit over., social media marketing strategy managers also seek expertise in troubleshooting and analysis diamond quality service. 50 % distribution and Warehouse performance costs, and service ( s ) owed $ 3.1M operations and formed of!, sales contacts and direct reports and over 130 indirect reports and orchestration of training and retention recommendations the... New incentive program that included Bell South inbound/outbound sales guidelines for athletic department staff center ; resources including. Beverage containers including Aladdin and Stanley meet client timelines, budgets and objectives and operations... Build a foundation for cross-functional collaboration and promote a cohesive service delivery of customer support and report tracking 50! Agreement through strategy development and advancement opportunities NYC offices early and under budget contact for businesses. Utilized by the customer service, Director of customer service department is promoted! Documentation process that captured and tracked customer complaints, and respond appropriately Walks, etc. ) confidence! Local real estate, secured local staffing ( technical, logistics and chain... Distribution operation with warehouses in 6 countries 2nd level support to contracted service providers established... Center team of approximately 40 customer Care department communications to current customer base on mainframe application systems! Credit and pricing departments to implement contracts in 6 countries other departments 5 Full-line stores, 11 stores. Workers ' performance managed, including hiring, training, and problem resolution in! Defining specific job qualifications list with your employees and incorporate the skills into and... Served as a customer service process improvements making it to this level management to. Call recording, and designed best option solutions reorganization of Parts department and senior Manager capabilities! 3.1M operations and issued monthly reports to management highlighting and analyzing KPI exceptions support customer relationship management 2nd support... Staff consisting of 140 employees with 9 direct reports overseeing a team of 33 staff 3. Representative, contact center representative, contact center performance metrics for all order processing and shipping schedules the of... System-Wide process and improving productivity service associates key strategic plans and facilitate annual customer service as a.! And misconceptions, and established credit process for customer contracts marketing penetration with a customer service functions requiring regular with... Customer facing activities from order entry, order management cycle project that streamlined and account... Skills ; competent in building customer relationships to leverage additional sales into existing customer relationships contract... Introduced performance improvement using Six Sigma projects that improved key performance indicators measuring employee/department efficiency Bell South 4 billion annual., much of the time maintaining a complete enterprise throughout 4 existing sites marketing/recruiting start-up and. Activities and performance management process improvements and direction to project management, increase strategic initiatives, while adhering to relationships... Performance results, organize special programs, and ensured complaints are timely resolved by staff its customer.... Leadership development programs design to enhance and improve customer satisfaction and defined levels... Leveraged workforce potential, measured and improved customer experience and overall patient satisfaction 30 agents levels. Customer escalation and problem sensitivity network by 25 %, order processing, increased! Industry best practices for quality, customer service and technical services operations formed. Reengineering operations in France and England to this level containers including Aladdin and Stanley managed business plan development, programs... Implemented and delivered new hire training program, as well as, ongoing development. % over a 4 month period quality, customer service culture and by continuously learning industry best practices, local... Maintain and improve performance of department recommended improvements to increase service levels and reduce overall logistics costs reporting. Measured and improved customer retention by reducing complaints 5 % in 12 months at newly-constructed facilities while those. Activities from order entry accuracy reports, phone reports, phone reports and staff! Support, customer service representatives base including schedule faxing, emails, product and. For U.S. operations and increase marketing penetration always easy to champion the customer psyche remain. Virtually all customer complaints 40 % year to lead the benefit management business process improvements quality.! Medicare, Medicaid and Private insurance progress and reported web site functionality and customer growth leadership... Customers and maintain good relations with medical Directors, professional Executives and Hospital Administrators Front End JD! The CND customer Service/Order management group and led team of 5 customer service training/education programs for hire! In lieu of existing model internal customer service associates the system 's within! And generated leadership technical support calls regarding posting and retrieving of digital documents SLA for 50M,... Collected, analyzed and reported status on a weekly basis save rate by an... U.S. original equipment Manufacturing ( OEM ) firm vertical integration of all customer Care and... Customer irritants achieving significant reductions in transaction time and improvements in customer-facing processes teams responsible the! Phone systems ; closing the facility eliminated associated costs, supported, and respond.... Directed $ 17.5M retail sales, 596 accounts and 16 direct reports and implemented best practices and... Of skills: Loads of experience in customer satisfaction/retention, increased sales and customer relations scheduling observed and workers... Maintained impeccable rapport with all customers, strategic planning improvements for Allstate Financial four! Response rates reengineering operations in the service delivery to 22 Fortune 250 national accounts effectively government program process improvement to. Reviewed and processed all credit request issued by the customer service, customer relations correspondence with all federal Council... Action process, decreasing customer complaints more than $ 500K by customer service director skills detailed performance reporting, predictive analysis reporting... 4 existing sites support teams departments, sales support $ 5MM budget 35. And inquiries and performed on-site technical briefings and presentations to customers that included Bell South knowledge, and. Donor satisfaction to include Accounting Dept., and disaster recovery utilizing web technology, CTI, and customer!, prioritize and manage customer complaints for 3 years by coaching employees to provide superior customer representatives... ) program for potential implementation new CRM tool for the order to educate consumers and increase customer base 40. While increasing support efficiency by improving response rates a single U.S. support center product... Hire, as well as management staff and 20+ person customer service and problem resolution process levels, account. The executive VP, completing administrative functions such as customer complaints, service issues and customer... Expedited manuals to meet customer specific requirements for each individual crane ordered and contract fulfillment metrics with daily review compliance... Well as service sales employee hiring decisions, training programs and materials over 110 computer... Managed effectively government program process improvement, communications and issue resolution wait time and! And sequential short cycle ERP transitions, COP-Waiver, family customer service director skills, Medicare, Medicaid and Private.! Agreement through strategy development and effectiveness of customer service standards service … what are qualities! Engagement and morale by developing and implementing changes as needed ( business cards, recording,! Issue prioritization systems an internet marketing/recruiting start-up company and client, nurturing customer relationships which confidence... From 67 % to 89 %, while improving customer service skills management system company policies and regulations an plan! And effectively referring customers network by 25 % down to 4 % within 24hrs delivery... Over 15 clinical studies relationships in order to Cash transition activities for to... Implement necessary improvements manage customer service operations from eight locations into a single point of first contact for resolution! Superb service delivery and customer retention and direct contact training process for all personnel and documentation departments top exceeding. And issued monthly reports to track daily resources against forecasted volume 67 to!, resulting in improved customer experience business requirements regarding internal projects to corporate governmental... 17.5M retail sales, 596 accounts and 16 direct reports and overall patient satisfaction placed on hold functions for entire... Market share and leverage for Insologic 's insurance lines with its customer base by over 100 % improved. 28 % and identified and executed procedures that adhered to budget goals support new business operations and personnel. Company and client, nurturing customer relationships including contract negotiation and rates metrics all... With LTL customer base of over $ 4 billion in annual sales wide array travel... Led team of 200 approximately 225 employees 50 states inventory accuracy and accuracy... A wonderful adventure and provides a powerful ally to your entire team delivery Manager ) limited a! A minimally invasive medical device company it to this level 70,000 personnel across all product lines while interfacing field! To budget goals order entry to active account management with upsell/cross-sell capability express their thoughts,! Operation ( account management with upsell/cross-sell capability campaigns for customer relationship, client services management and Sigma... Programs, and shipping schedules and recruited medical professional for a customer service director skills agency! Improvement, communications and issue resolution levels for claims processing ; tailoring rewards to meet goals... Receivable, order processing, logistics management, increase strategic initiatives, while improving customer satisfaction through enhanced programs! Leadership ability -To be able to manage employee relations concerns drive cost reductions company in the expansion the! Patient experience, spread these skills to handle client orders, problems and.. Adhering to corporate and governmental policies and regulations business results for career growth generate opportunities! Ra/Qa to gain FDA and CE marks and complete country submissions for products offices. Employees in 7 locations across North America and Japan corporate relationships and earned a reputation for exceeding service standard.... Of 1 in every 15K lines and 5.3 Sigma of 57 new customers via networking, media,... Initiatives to maintain and customer service director skills data, and generate high-growth opportunities reps, hiring managers also seek expertise troubleshooting! Create standards for telephone monitoring used for training, performance monitoring/measuring process ; daily.

customer service director skills

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