Customer Care Manager Resume Sample

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Customer Care Manager Resume Sample (Textversion)

Emma Laurila

Address: Mustinsuontie 76, 99870, Salo, Finland
Email address: emmalaurila@gmail.com
Phone number: 041 690 3532

Profile

Detail-oriented and results-driven Customer Care Manager skilled at training and coordinating customer service representatives, improving the quality and efficiency of customer service, and conducting performance reviews and feedback. Offering a highly professional attitude, excellent communication/leadership skills, and ability to perform well in a team and remain calm under pressure.

Work experience

07/2016 - 04/2019, Customer Care Manager, Douglas Jackson, Ltd, Salo, Finland
  • Communicated with customers via phone or email and provided high-quality support and resolution to their issues.
  • Hired, trained, and coordinated more than 70 Customer Service Representatives from around the world, ensuring that the company's high standards were met.
  • Worked on the improvement of all customer service processes in order to increase efficiency and customer satisfaction.
  • Conducted monthly and annual performance reviews and pro-actively participated in weekly team meetings with executives.
  • Assisted in sales, collected feedback from clients, and performed other duties as required.
  • Increased customer satisfaction with customer service from 78% in 95% within 2 years.

Education

09/2012 - 05/2016, Business Administration, University of Mannheim, Mannheim, Germany

GPA: 3.98 (Top 5% of the Program)

Clubs and Societies: Business Club, Marketing Society, Tennis Club

09/2008 - 05/2012, High School, Salo Upper Secondary School, Salo, Finland

Graduated with Distinction (Grade 1 - A/excellent equivalent in all 4 subjects)

Skills

Languages
Finnish
English
German
Computer Skills
Microsoft Office
Zendesk, ResponseTek
Adobe Experience Manager
Slack, Trello
Interpersonal Skills
Ability to Work under Pressure
Communication Skills
Complaint Handling
Leadership Skills
Multitasking
Problem-solving
Teamwork
Time Management

Volunteering

09/2010 - 05/2012, Class President, Salo Upper Secondary School, Salo, Finland

Certificates

06/2016, Certified Customer Service Manager, Customer Service Institute

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