Customer Service Director

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Resume samples

Candice Tona

candice.tona@gmail.com | (569) 347-5445 | Sioux Falls, SD

Summary


Experience


Customer Service Director at Walmart, SDJun 2022 - Present

  • Led a team of customer service representatives that successfully resolved complaints for over 1,000 customers.
  • Trained new customer service reps on company policies and procedures.
  • Developed and implemented a new system for tracking customer service metrics.
  • Reduced average call handle time by 30 seconds.
  • Increased first call resolution rate by 5%.
  • Decreased customer churn rate by 2%.

Senior Customer Service Manager at Target, SDAug 2020 - Apr 2022

  • Defined and streamlined customer service processes, resulting in a 50% reduction in call wait times.
  • Implemented new customer satisfaction survey process which resulted in an increase of CSAT scores by 6 points.
  • Led team of 12 customer service reps to achieve quarterly goals for first time ever.
  • Trained new customer service reps on product knowledge and phone etiquette, reducing average handle time by 2 minutes per call.
  • Negotiated with vendor to lower monthly cost of supplies by 15%.
  • Authored company's first-ever Customer Service Playbook that is now used as the standard training document for all new hires.

Customer Service Manager at Amazon, SDJul 2015 - Jun 2020

  • Led a team of customer service representatives that handled an average of 1,500 calls per day.
  • Implemented a new call routing system that decreased the average handle time by 30 seconds.
  • Developed and implemented a new training program for customer service reps that reduced turnover by 25%.
  • Created a “mystery shopper” program to monitor customer service quality which resulted in an increase in first call resolution from 72% to 78%.
  • Won “Customer Service Manager of the Year” award from [company name].

Education


Bachelor of Science in Business Administration at University of South DakotaSep 2010 - May 2015

I have learned how to manage my time efficiently, how to work under pressure, how to communicate with people, and how to work in a team.

Skills


  • Communication
  • Interpersonal skills
  • Conflict resolution
  • Customer service orientation
  • Empathy
  • Patience
  • Problem solving

Jenelle Grabarczyk

jenelle.grabarczyk@gmail.com | (788) 830-6262 | Newark, DE

Summary


Experience


Customer Service Director at Company 1, DEMar 2022 - Present

  • Streamlined customer service processes, resulting in a 30% increase in efficiency.
  • Implemented new customer satisfaction survey process that resulted in a 5% increase in customer satisfaction ratings.
  • Led team of 50+ customer service representatives to achieve 95% retention rate.
  • Trained and developed 4 new managers within the department.
  • Defined scope and implemented strategy for social media presence leading to increased brand awareness by 10%.
  • Successfully managed projects with P&L responsibility up to $5M.

Senior Customer Service Manager at Company 2, DEAug 2019 - Jan 2022

  • Achieved 97% customer satisfaction rating, exceeding the company average of 95%.
  • Led a team of 12 customer service representatives, providing coaching and development to improve performance.
  • Increased departmental sales by 15% through effective cross-selling techniques.
  • Implemented a new customer loyalty program that resulted in a 5% increase in repeat business.
  • Resolved complex customer issues with creative solutions, resulting in increased retention rates.
  • Negotiated discounts with vendors which saved the company $10,000 per month on supplies.

Customer Service Manager at Company 3, DEJul 2015 - Jul 2019

  • Led a team of 15 customer service representatives, resulting in 25% increase in productivity.
  • Implemented new training program for customer service reps, which resulted in 50% reduction in call times.
  • Negotiated discounts with vendors, saving the company $10,000 per year.
  • Created and implemented new retention strategy that decreased churn by 2%.
  • Wrote custom scripts for handling common customer issues, reducing average handle time by 30 seconds.
  • Analyzed data to identify trends and created solutions to address them.

Education


Bachelor of Science in Business Administration at University of DelawareSep 2011 - May 2015

Some skills I've learned are time management, teamwork, and critical thinking.

Skills


  • Communication
  • Customer service
  • Leadership
  • Management
  • Organizational skills
  • Problem solving
  • Time management