Customer Support Manager Resume

SUMMARY

A dedicated, enthusiastic Operations Manager experienced in strategic planning for ramp - up and seasonal surges in virtual, work at-home and brick-and-mortar contact centers.
Expertise in customer service, technical support, B2B and B2C sales environment with a consistent track record of increasing CSATs, first call resolution and decreasing AHT.
Proven ability to effectively motivate and develop teams, ensure that day-to-day operations run smoothly, coordinate and organize projects successfully to drive effective budgetary strategies.
Experience serving customers in small, medium, and Fortune 500 organizations

AREAS OF EXPERTISE

PROFESSIONAL EXPERIENCE

Customer Support Manager

Confidential

Responsibilities:

Established department structure, developed Quality Assurance team, and revamped CSR development training which improved support center customer satisfaction rate from 53% to 90% and reduced phone call abandonment rate from 23% to 4% in 5 months
Optimized staffing and implemented new scheduling requirements; resulted in improving CSR utilization up to 90%
Developed and implemented a structured customer escalation path allowing CSRs to quickly reach resolutions for customer issues, resulting in a reduction of talk time from 30 minutes to 10 minutes; increased site's ability to handle more calls without increasing labor costs
Strengthened interdepartmental communication processes, allowing the business to quickly identify and address customer pain points, leading to 15% fewer customers contacting support about technical issues

Site Operations Manager

Confidential

Responsibilities:

Promoted in just 7 months, due to outstanding performance, to OPS Manager. Responsible for the mentoring, development, and performance of 600+ CSRs, including Supervisors and Team Managers
Designed a leader training program to train new leaders how to best perform their role, which enabled our site to achieve an increase in customer satisfaction rating from 78% to 87% over a 3-month period
Developed and presented quarterly performance reviews for client showing a 5% improvement in overall customer satisfaction while on-boarding new CSRs
Assisted in the planning and execution of yearly on-boarding and training of over 1500 new CSRs within a 4-month period
Redesigned Nesting program to give new CSRs more support and time to practice skills; resulted in a 4% CSAT increase among new CSRs

iOS Supervisor

Confidential

Responsibilities:

Mentored and developed a team of 6 Team Managers and 120 CSRs; improved team performance from 82% to 89% over a 3-month period
Assisted in revamping new Team Manager training which contributed to reducing CSR attrition by 60% in 6 months