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Director of Customer Service Resume Examples

Writing a great director of customer service resume is important because it is one of the first things a potential employer will see when they are considering you for a position. It is your opportunity to make a good first impression and sell yourself as the best candidate for the job.

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If you're looking for inspiration when it comes to drafting your own director of customer service resume, look no further than the samples below. These resumes will help you highlight your experience and qualifications in the most effective way possible, giving you the best chance of landing the director of customer service job you're after.

Director of Customer Service Resume Example

Resume samples

Rheva Kruck

rheva.kruck@gmail.com | (787) 178-6459 | St. Louis, MO


A results-driven customer service professional with over 8 years of experience in customer service, management, and operations. Highly skilled in developing and implementing customer service strategies, providing excellent customer care, and managing customer service teams. Adept in identifying and resolving customer service issues and driving customer satisfaction. Possess a successful track record in achieving customer service goals and exceeding customer expectations. Proven ability to manage customer service staff and foster a positive, productive work environment.


Director of Customer Service at US Bank, MOMar 2022 - Present

  • Led a team of 50 customer service representatives and successfully increased productivity by 10%.
  • Implemented new customer retention strategies that resulted in a 5% decrease in churn rate.
  • Negotiated with vendors to lower costs of goods by 15%.
  • Created and launched an online self-service portal that decreased call volume by 20%.
  • Developed training program for new hires which led to 30% reduction in ramp up time.

Senior Customer Service Manager at Great Southern Bank, MOAug 2019 - Mar 2022

  • Achieved 97% customer satisfaction rating, exceeding the company average by 4%.
  • Led a team of 12 customer service representatives, providing coaching and development to improve individual and team performance.
  • Implemented new quality assurance procedures that resulted in a 15% decrease in customer complaints.
  • Developed training programs for new customer service reps which shortened time to proficiency by 30%.
  • Streamlined processes and reduced call handle times by an average of 2 minutes per call.

Customer Service Manager at Commerce Bank, MOJul 2015 - Jul 2019

  • Led a team of customer service representatives who handled an average of 500 calls per day.
  • Implemented a new system for tracking customer complaints which led to a decrease in the number of unresolved complaints by 25%.
  • Trained new customer service representatives on company policies and procedures.
  • Developed and implemented a quality assurance program for the call center which improved customer satisfaction scores by 10%.
  • Negotiated with vendors to obtain discounts on supplies which saved the company $5,000 per month.


High School Diploma at Rock Bridge High School, Columbia, MOAug 2011 - May 2015

I have learned how to read, write, and do math.


  • Communication
  • Customer Service
  • Leadership
  • Management
  • Organization
  • Problem-Solving
  • Time Management

Shandrell Harajli

shandrell.harajli@gmail.com | (338) 626-7152 | Laramie, WY


I am a highly experienced Director of Customer Service with over 8 years of experience in creating and executing customer service strategies. I am passionate about developing customer relationships and creating customer loyalty. My expertise includes providing excellent customer service, increasing customer satisfaction, and utilizing customer feedback to drive improvements. I have a comprehensive knowledge of customer service best practices and techniques, and I am skilled in leading, motivating and developing teams. I have successfully implemented customer service initiatives to increase customer satisfaction and loyalty, resulting in improved efficiency and profitability.


Director of Customer Service at Wyoming.com, WYMar 2022 - Present

  • Led a team of customer service representatives that handled an average of 1,500 calls per day, resulting in a satisfaction rating increase from 78% to 92%.
  • Implemented new policies and procedures that shortened call times by an average of 2 minutes per call.
  • Hired and trained a staff of 50 customer service representatives.
  • Developed relationships with key customers, leading to increased satisfaction ratings and repeat business.
  • Negotiated discounts with vendors that saved the company $5,000 per month.

Senior Customer Service Manager at Cheyenne Regional Airport, WYAug 2020 - Jan 2022

  • Successfully managed a team of 15 customer service representatives.
  • Trained new customer service reps on company policies and procedures.
  • Successfully resolved escalated customer complaints.
  • Maintained high levels of customer satisfaction (96%).
  • Achieved monthly sales targets for the department.

Customer Service Manager at Wyoming State Government, WYSep 2015 - Jun 2020

  • Achieved 97% customer satisfaction rating, exceeding company goal by 3%.
  • Led team of 12 Customer Service Representatives, providing daily coaching and mentoring.
  • Trained new hires on company policies and procedures.
  • Resolved escalated customer complaints in a timely manner.
  • Monitored calls for quality assurance purposes.


High School Diploma at Laramie High School, Laramie, WYAug 2010 - May 2015

I have learned how to study for and take tests, how to do research, and how to write papers.


  • Customer service
  • Communication
  • Organization
  • Leadership
  • Time management
  • Conflict resolution

Key Elements of a Director of Customer Service Resume

A Customer Service Director's resume needs to show off their leadership abilities, customer service background, and knack for guiding a team to deliver top-notch customer satisfaction. The resume must spotlight the main parts that reveal these skills. These include work history, talents, schooling, and accomplishments. Each part is important in showing the candidate's fit for the job. This piece will dig into each part of this type of resume. It will talk about why they matter and what they should include. Plus, it'll give advice on how to make each part pop for possible bosses.

1. Contact Information

The "Contact Information" is a vital part of a Director of Customer Service resume. It should be easy to spot, usually at the top of the first page. This gives potential employers the details they need to reach you for interviews or more talks.

How to List Contact Information for a Director of Customer Service Resume

Your contact information should have your full name, phone number, work email address, and LinkedIn profile if you have one. Make sure your email address is work-related and not personal, as it could look unprofessional.

It's good to include your city and state too, but you don't need to put your full home address because of privacy. If it makes sense, you can add links to your professional online portfolio or website.

Keep in mind that this is often the first thing employers see on a resume. So make sure all the information is current and has no mistakes. Also, keep the format consistent in this section so it looks neat.

Even though this section might seem simple compared to others where you talk about your experience and skills, its value shouldn't be overlooked. Even great resumes can be missed if the contact information isn't right.

  • Full Name
  • Phone Number
  • Email Address (Work-related)
  • LinkedIn Profile (if available)
  • City and State
  • Links to Professional Online Portfolio or Website (if applicable)

2. Professional Summary

A standout professional summary is key in a Director of Customer Service resume. This short statement, located at your resume's start, gives a snapshot of your career and showcases your top skills and wins. It's usually the first thing recruiters read, so it needs to be engaging.

For those aiming for a Director of Customer Service role, the professional summary should highlight your know-how in:

  • Managing customer service
  • Strategic planning
  • Leading teams
  • Enhancing processes

It should underscore your knack for boosting customer happiness while making service procedures more efficient.

You may want to spotlight specific wins like cutting down customer complaints by a certain percentage or rolling out new strategies that boosted customer loyalty rates. If you've worked in different sectors, this is where you'd underline that adaptability.

Keep in mind; this summary must be brief but potent enough to catch potential employers' eyes. The aim is to pique their interest so they'll keep reading your resume for more about your background and abilities.

Here's an example:

"Goal-oriented Director of Customer Service with over a decade's experience guiding high-energy customer service teams in fast-moving settings. Demonstrated history of introducing effective process tweaks that enhance customer satisfaction rates and cut complaint numbers by 30%. Renowned for excellent leadership abilities and capacity to juggle multiple tasks at once."

In short, a well-written professional summary can set the stage for the rest of your resume and greatly boost your odds of securing an interview.

3. Skills and Competencies

The "Skills and Abilities" part is super important in a Director of Customer Service resume. It should show off the applicant's talents that are directly linked to the job they want. Here, employers can quickly see if an applicant has what it takes to do well in the job.

  1. Leadership Skills: The Director of Customer Service needs to be good at leading a team. This means they need skills like resolving conflicts, making decisions, and motivating others.
  2. Communication Skills: Clear and effective communication is key for this job because it involves talking with team members and customers a lot. Good written and verbal communication skills should be shown here.
  3. Problem-Solving Skills: Directors of Customer Service often have to solve customer problems fast and efficiently. So, showing strong problem-solving skills is a must.
  4. Customer Service Skills: As you can guess from the title, excellent customer service skills are very important for this job. This means understanding what customers need, giving helpful solutions, and staying calm and professional when things get tough.
  5. Technical Skills: In our digital world today, knowing how to use Customer Relationship Management (CRM) systems, data analysis tools, and other related software can be helpful.
  6. Strategic Thinking: A great Director of Customer Service needs to create strategies that make customers happy while also helping the business succeed.
  7. Multitasking Abilities: Being able to do many tasks at once without losing quality or speed is another key skill for this job.
  8. Empathy: Understanding how customers feel can help build trust and loyalty towards the company.
  9. Negotiation Skills:Sometimes solving customer complaints involves negotiating; so having these skills can be useful.
  10. Time Management Skills: Good time management makes sure all tasks get done on time while also leaving space for any unexpected issues that might come up during the day.

Remember when you list these skills on your resume, it's always better if you give specific examples or achievements that show these abilities in action.

Related: Director of Customer Service Skills: Definition and Examples

4. Work Experience

1. Past Positions and Timeframes: Begin by noting your former job titles, the companies you were employed by, and how long you held each position. For example, you might have served as a 'Customer Service Manager' at XYZ Corporation from 2015-2020.

2. Pertinent Duties:

  • Under each job title, describe the tasks most relevant to the directorial role for which you're applying.
  • These may involve leading customer service teams, setting customer satisfaction objectives, implementing customer service rules and procedures or dealing with escalated customer complaints.

3. Successes:

Emphasize specific achievements in each role to illustrate your effectiveness as a leader in customer service. Use measurable data where possible to demonstrate how you enhanced customer satisfaction levels or boosted team productivity under your guidance.

4. Utilized Skills:

Note particular skills used during these roles such as conflict resolution, communication abilities, strategic planning etc., which are crucial for a Director of Customer Service role.

5. Sector Experience:

If your work history spans different sectors (like retail, hospitality or IT), it could be beneficial to underscore this varied experience as it indicates adaptability.

6. Instruction & Growth:

  • If you participated in training new employees or creating training programs in your past roles,
  • Make sure to include these details as they show your capacity to mentor others and enhance team performance.

Keep in mind that hiring managers often skim resumes swiftly so ensure this section is well-organized and easy-to-read with bullet points instead of lengthy paragraphs. Using action verbs can also make your experiences seem more lively and engaging.

5. Education and Certifications

A Director of Customer Service's resume should prominently feature Education and Certifications. These elements confirm the applicant's scholastic foundation and specialized abilities.

Usually, a bachelor's degree in business administration, marketing, communications, or a similar field is the basic educational requirement for this position. This core education gives candidates an understanding of business operations, strategic planning, communication methods, and customer relationship management.

An advanced degree like a Master’s in Business Administration (MBA) or a related field can give candidates an edge. This higher level of education offers more in-depth knowledge about business strategies and leadership skills that are crucial for managing customer service teams effectively.

Certifications are just as vital because they show the candidate's dedication to professional growth and proficiency in certain areas. For example, certifications like Certified Customer Experience Professional (CCXP), Certified Customer Service Manager (CCSM), or certificates from American Management Association can greatly improve a resume.

  • These certifications provide training in different areas such as customer experience strategy,
  • Building a customer-focused culture,
  • Capturing the voice of the customer methods,
  • Experience design & improvement processes etc., which are key for this role.

Furthermore, if the candidate has taken any extra courses or training on conflict resolution, crisis management or negotiation skills; these should also be highlighted under this section as they are directly relevant to the job profile.

To sum up, when noting their education and certifications on their resume, applicants should concentrate on those qualifications that closely match the job requirements. This will demonstrate to potential employers that they have the necessary knowledge and skills for the directorial role.

Related: Director of Customer Service Certifications

6. Achievements and Awards

The "Accomplishments and Honors" part of a Customer Service Director's resume is vital. It displays your knowledge, abilities, and awards in the field. It lets you spotlight your feats that made a big difference to past bosses or customers.

In this area, list any honors or praise you've earned for your customer service work. These might be from within your company to across the industry. For example, if an industry magazine named you "Customer Service Director of the Year" or if your company applauded you for lowering customer complaints by a certain amount, these are worth noting.

You can also add successful projects or plans that you've guided in past jobs. This could range from starting a new customer service plan that boosted customer happiness levels to leading a group that reached all-time high customer loyalty rates.

  • Try to use numbers to describe your accomplishments when you can. Using exact figures and percentages not only makes your statements more believable but also shows future bosses what you could bring to their company. For instance, instead of saying "Raised customer happiness", say "Raised customer happiness by 20% in six months".
  • Also, if you have completed any specific training or certification programs related to the job like Certified Customer Service Manager (CCSM), it's good to note them in this area.

In short, the "Accomplishments and Honors" part should tell an engaging tale about your skills as a Customer Service Director. It should spotlight not just what you've done but how well you've done it and the positive effect it had on the business or customers. This part can make your resume shine among other applicants and show future bosses why you're an outstanding pick for the job.

7. References

References play a pivotal role in any resume, especially for a Director of Customer Service. They offer potential employers a chance to validate your skills, experience, and performance through credible sources who have firsthand knowledge of your work.

Many job seekers may neglect this section, but it carries significant weight for a Director of Customer Service position. These roles typically demand robust interpersonal skills, leadership prowess, and an impressive history in customer service management - qualities that can be corroborated by solid references.

When selecting your references, opt for individuals who can endorse your capacity to guide teams, oversee customer service functions, and enhance customer satisfaction. Potential references could be past supervisors or managers, peers in leadership positions or even key clients if suitable.

Before adding them to your resume, always seek permission from your references. Ensure they are at ease discussing your employment history and performance with prospective employers. Also furnish them with details about the job you're pursuing so they can customize their feedback to emphasize relevant skills and experiences.

The conventional format for each reference should encompass their complete name, title or position, company name, contact number and email address. You might also wish to include a short note outlining your relationship with the individual (e.g., "Former Supervisor at XYZ Company").

  • Name: Complete Name
  • Title/Position: Title or Position
  • Company Name: Company Name
  • Contact Number: Contact Number
  • Email Address: Email Address
  • Note: Your relationship with the individual (e.g., "Former Supervisor at XYZ Company")

Keep in mind that although not all employers will verify references prior to making a decision, possessing strong ones could provide you an edge over other applicants. Thus, the References section should never be disregarded when constructing an effective Director of Customer Service resume.

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