123 Elm Street Albuquerque, NM 87107 505-555-5555 firstname.lastname@example.org
CUSTOMER SERVICE LEADERSHIP
Dynamic, versatile, and resourceful professional with valuable customer support and problem resolution expertise.
Solid reputation for ensuring a heightened level of customer satisfaction. Unique ability to quickly acquire product
knowledge. Proactively contribute to the improvement of the working environment. Highly developed organizational
skills; accustomed to maintaining high productivity level with heavy workloads. Key proficiencies include:
Product / Service Sales Team Supervision Issue Resolution
Customer Service Marketing Cash Drawer Procedures
Time Management Customer Flow Inventory Management
CUSTOMER SERVICE IMPROVEMENT
ABC, Inc., Albuquerque, NM, 20xx – 20xx
Customer Service Supervisor: Directed and motivated 12 agents in daily flight activity. Ensured optimum staff
performance and customer service levels. Developed and implemented highly effective training programs. Continually
reengineered procedures to maximize productivity.
Earned Certificates of Commendation for demonstrating solutions-oriented involvement in numerous cargo projects,
consistently improving customer service, and providing humanitarian efforts and organization for hurricane relief.
Won the highest award available in the Air Cargo Division, the Cargo Appreciation and Recognition for Excellence
(CAARE) Award, for aiding in the implementation of a computer program designated to expedite U.S. Custom’s
clearance and improve customer service.
Represented Northwest Airlines in Asia; met with the company's top accounts and local employees to improve
communication and awareness of critical procedures.
Elected to the Northwest Airlines Internal Communications Advisory Board.
Successfully completed Quality Improvement Process education.
BCD Services, Albuquerque, NM, 20xx – 20xx
Customer Service Supervisor: Led a team of 12 – 16 customer service representatives in all aspects of daily
operations, including reporting metrics, resolving problems, monitoring call quality, and training staff. Managed
employee attendance, scheduling, coaching, corrective counseling, and performance reviews.
Reduced staffing across the company without affecting productivity.
Effectively oversaw move to new location and set up new phone system with minimal downtime.
Boosted employee morale through active participation in the employee recognition committee; organized
CDE Enterprises, Albuquerque, NM, 20xx – 20xx
Customer Service Lead: Managed the new deal inquiry process; established job assignments for customer service.
Implemented standard practices and trained customer service staff. Provided ongoing leadership and professional
guidance to a team of 17 customer service representatives across two shifts. Monitored work flow and resolved
customer issues as part of meeting business deadlines.
Recommended the implementation of barcodes on pages and time stamps on work in process spreadsheets to
facilitate work flow improvements and reductions in the production process.
EDUCATION: Bachelor of Science in Psychology University of XYZ, Albuquerque, NM 20XX
SKILLS: Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access), SAP