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Lee Edwards
Deputy Manager – Customer Service
Summary
Proven leader with 5+ years of experience in customer service management seeking a Deputy Manager – Customer Service role. Demonstrated expertise in optimizing customer service operations to enhance customer satisfaction, drive team performance, and achieve business objectives.
Education
Bachelor of Business Administration
October 2016
Skills
- Customer Service Management
- Team Leadership
- Performance Management
- Customer Relationship Management (CRM)
- Conflict Resolution
- Communication Skills
Work Experience
Deputy Manager – Customer Service
- Managed customer escalations, resolving complex issues and ensuring customer satisfaction.
- Conducted regular customer surveys and analyzed feedback to identify areas for improvement in customer service delivery.
- Developed and maintained strong relationships with key clients, ensuring ongoing satisfaction.
- Implemented a chatbot system, reducing response time and increasing customer satisfaction.
Deputy Manager – Customer Service
- Led a team of 20+ customer service representatives, managing performance, training, and development.
- Established key performance indicators (KPIs) and implemented a performance management system for the customer service team.
- Developed and implemented a comprehensive customer service training program, ensuring consistent and high-quality customer interactions.
- Oversaw the implementation of a new CRM system, resulting in a 20% increase in customer satisfaction.
Accomplishments
- Led a team of 15 customer service representatives, resulting in a 20% increase in customer satisfaction
- Optimized customer service processes, reducing resolution time by 15%
- Improved customer loyalty by 10% through targeted customer engagement campaigns
- Developed and implemented a knowledge base, reducing employee training time by 25%
- Implemented a selfservice portal, resulting in a 15% decrease in customer call volume
Awards
- Customer Service Excellence Award for consistently providing exceptional customer support
- Recognition for developing and implementing a new customer feedback system, improving response time by 30%
- Companywide Award for Exceptional Leadership in Customer Service
- Industryrecognized Excellence in Customer Experience Award
Certificates
- Certified Customer Service Manager (CCSM)
- Certified Professional Service Manager (CPSM)
- Certified Contact Center Manager (CCCM)
- Lean Six Sigma Green Belt
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Essential Experience Highlights for a Strong Deputy Manager – Customer Service Resume
- Supervise and lead a team of customer service representatives to provide exceptional customer experiences.
- Develop and implement customer service policies, procedures, and training programs.
- Manage customer service budgets and ensure efficient resource allocation.
- Monitor and analyze customer service metrics to identify areas for improvement and implement corrective actions.
- Collaborate with other departments to ensure seamless customer support and cross-functional alignment.
- Stay abreast of industry best practices and implement innovative solutions to enhance customer engagement.
Frequently Asked Questions (FAQ’s) For Deputy Manager – Customer Service
What are the essential skills for a Deputy Manager – Customer Service?
Essential skills include customer service management, team leadership, performance management, customer relationship management (CRM), conflict resolution, and communication skills.
What are the career prospects for a Deputy Manager – Customer Service?
With experience and strong performance, you can advance to roles such as Customer Service Manager, Operations Manager, or Director of Customer Experience.
What certifications can enhance my qualifications for this role?
Relevant certifications include Certified Customer Service Professional (CCSP), Certified Contact Center Professional (CCCP), and Six Sigma.
How can I prepare for an interview for this position?
Research the company, practice answering common interview questions, and prepare examples of your experience and accomplishments that demonstrate your skills and qualifications.
What are the key challenges facing Deputy Managers in Customer Service today?
Challenges include managing high call volumes, evolving customer expectations, and the need to balance efficiency with personalization.
How can I stay updated on the latest trends in customer service?
Attend industry conferences, read industry publications, and connect with professionals on LinkedIn or other platforms.