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Steve Wright
Customer Support Manager
Summary
Highly accomplished Customer Support Manager with over 10 years of experience in providing exceptional customer support, managing teams, and optimizing customer satisfaction. Proven ability to lead and motivate teams, resolve complex customer issues, and implement innovative solutions to enhance customer experience. Demonstrated expertise in customer relationship management, help desk management, and knowledge base development. Committed to delivering superior support and exceeding customer expectations.
Education
Bachelor of Science in Business Administration
August 2018
Skills
- Customer Relationship Management (CRM)
- Omnichannel Support
- Help Desk Management
- Issue Resolution and Escalation
- Customer Satisfaction Analysis
- Knowledge Base Management
Work Experience
Customer Support Manager
- Collaborated with product development teams to identify and resolve software bugs that impacted customer experience.
- Monitored customer support metrics and analytics to identify areas for improvement and optimize performance.
- Established and maintained strong relationships with key clients, proactively resolving issues and providing exceptional support.
- Developed and delivered customer support training programs to external clients, enhancing their ability to provide highquality support.
Customer Support Manager
- Managed a team of 20+ customer support professionals, providing technical support and resolving issues for over 10,000 customers.
- Implemented a new customer support ticketing system, reducing ticket resolution time by 20%.
- Developed and implemented a customer satisfaction survey program, resulting in a 15% increase in customer satisfaction ratings.
- Provided training and mentorship to new customer support staff, ensuring a high level of customer service.
Accomplishments
- Reduced customer churn rate by 20% through implementing a proactive outreach program
- Increased customer satisfaction by 15% by introducing a new personalized support system
- Developed and implemented a new training program for support staff, resulting in a 25% improvement in firstcall resolution rates
- Led a team of 10 support representatives, consistently exceeding service level agreements and customer satisfaction targets
- Created and maintained a comprehensive knowledge base, reducing support call volume by 10%
Awards
- Customer Service Excellence Award from the International Customer Management Institute (ICMI)
- Top Customer Support Manager of the Year, awarded by the company
- Recognition for Outstanding Customer Service from the Better Business Bureau (BBB)
- Customer Service AllStar Award, given by the company for exceptional performance
Certificates
- Certified Customer Service Professional (CCSP)
- ITIL Foundation Certification
- Six Sigma Green Belt
- Amazon Web Services (AWS) Certified Solutions Architect – Associate
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How To Write Resume For Customer Support Manager
- Quantify your accomplishments with specific metrics and data whenever possible.
- Highlight your leadership and management skills, as well as your ability to build and motivate a team.
- Showcase your expertise in customer relationship management (CRM) and help desk management.
- Emphasize your commitment to customer satisfaction and your ability to resolve complex issues effectively.
Essential Experience Highlights for a Strong Customer Support Manager Resume
- Managed a team of 20+ customer support professionals, providing technical support and resolving issues for over 10,000 customers.
- Implemented a new customer support ticketing system, reducing ticket resolution time by 20%.
- Developed and implemented a customer satisfaction survey program, resulting in a 15% increase in customer satisfaction ratings.
- Provided training and mentorship to new customer support staff, ensuring a high level of customer service.
- Collaborated with product development teams to identify and resolve software bugs that impacted customer experience.
- Monitored customer support metrics and analytics to identify areas for improvement and optimize performance.
- Established and maintained strong relationships with key clients, proactively resolving issues and providing exceptional support.
Frequently Asked Questions (FAQ’s) For Customer Support Manager
What are the key skills and qualifications for a Customer Support Manager?
Key skills and qualifications for a Customer Support Manager include excellent communication and interpersonal skills, a strong understanding of customer relationship management (CRM) and help desk management, and a proven ability to resolve complex customer issues effectively. Additional qualifications may include a bachelor’s degree in business administration or a related field, as well as experience in leading and managing a team.
What are the primary responsibilities of a Customer Support Manager?
Primary responsibilities of a Customer Support Manager include managing a team of customer support professionals, developing and implementing customer support policies and procedures, resolving complex customer issues, and monitoring customer support metrics and analytics to identify areas for improvement. They may also collaborate with product development teams to identify and resolve software bugs that impact customer experience, and provide training and mentorship to new customer support staff.
What are the top companies hiring for Customer Support Managers?
Top companies hiring for Customer Support Managers include Amazon, Google, Microsoft, and Apple. These companies are known for their commitment to customer satisfaction and their investment in providing high-quality customer support.
What is the career path for a Customer Support Manager?
The career path for a Customer Support Manager can vary depending on the size of the organization and the industry in which they work. However, common career paths include promotion to a management position, such as a Customer Support Director or a Vice President of Customer Support, or a transition to a related role, such as a Product Manager or a Customer Success Manager.
What are the challenges faced by Customer Support Managers?
Customer Support Managers face a number of challenges, including managing a team of employees, resolving complex customer issues, and staying up-to-date on the latest customer support trends and technologies. They may also be under pressure to meet customer satisfaction targets and to reduce operating costs.