Customer Care Manager Resume Sample

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Customer Care Manager Resume Sample (Full Text Version)

Emma Laurila

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

Profile

Highly organized and proactive Customer Care Manager with a proven track record of effectively training and supervising customer service representatives to enhance the quality and efficiency of customer service operations. Experienced in conducting performance reviews and providing insightful feedback to drive continuous improvement. Demonstrates exceptional professionalism, strong communication and leadership abilities, and excels in collaborative environments while maintaining composure in high-pressure situations.

Work experience

07/2016 - 04/2019, Customer Care Manager, Douglas Jackson, Ltd, Salo, Finland
  • Interacted with customers via phone and email, delivering top-notch support and resolving issues effectively.
  • Recruited, trained, and coordinated over 70 Customer Service Representatives worldwide, ensuring adherence to company standards.
  • Enhanced customer service processes to boost efficiency and satisfaction levels.
  • Conducted regular performance evaluations and actively engaged in executive team meetings on a weekly basis.
  • Supported sales activities, gathered client feedback, and fulfilled additional responsibilities as needed.
  • Elevated customer satisfaction rate for customer service from 78% to 95% within a two-year period.

Education

09/2012 - 05/2016, Business Administration, University of Mannheim, Mannheim, Germany
  • Achieved a GPA of 3.98, ranking in the top 5% of the program
  • Participated in Business Club, Marketing Society, and Tennis Club during academic tenure.
09/2008 - 05/2012, High School, Salo Upper Secondary School, Salo, Finland
  • Achieved graduation with Distinction, earning Grade 1 (A/excellent equivalent) in all four 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

Milan’s work-life has been centered around job search for the past three years. He is a Certified Professional Résumé Writer (CPRW™) as well as an active member of the Professional Association of Résumé Writers & Careers Coaches (PARWCC™). Milan holds a record for creating the most career document samples for our help center – until today, he has written more than 500 resumes and cover letters for positions across various industries. On top of that, Milan has completed studies at multiple well-known institutions, including Harvard University, University of Glasgow, and Frankfurt School of Finance and Management.

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