As a customer service manager, articulating your diverse skill set and achievements in a concise manner can be a significant resume challenge. Our guide provides targeted advice and examples to help you distill your experience into powerful, impactful statements that will catch an employer's eye.
- Customer service manager resumes that are tailored to the role are more likely to catch recruiters' attention.
- Most sought-out customer service manager skills that should make your resume.
- Styling the layout of your professional resume: take a page from customer service manager resume examples.
How to write about your customer service manager achievements in various resume sections (e.g. summary, experience, and education).
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Enhancing your customer service manager resume: format and layout tips
"Less is more" - this principle is key for your customer service manager resume design. It emphasizes the importance of focusing on why you're the ideal candidate. Simultaneously, it's crucial to select a resume design that is both clear and simple, ensuring your qualifications are easily readable.
Four popular formatting rules (and an additional tip) are here to optimize your customer service manager resume:
- Listing experience in reverse chronological order - start with your most recent job experiences. This layout helps recruiters see your career progression and emphasizes your most relevant roles.
- Including contact details in the header - make sure your contact information is easily accessible at the top of your resume. In the header, you might also include a professional photo.
- Aligning your expertise with the job requirements - this involves adding essential sections such as experience, skills, and education that match the job you're applying for.
- Curating your expertise on a single page - if your experience spans over a decade, a two-page resume is also acceptable.
Bonus tip: Ensure your customer service manager resume is in PDF format when submitting. This format maintains the integrity of images, icons, and layout, making your resume easier to share.
Finally, concerning your resume format and the Applicant Tracker System (ATS):
- Use simple yet modern fonts like Rubik, Lato, Montserrat, etc.
- All serif and sans-serif fonts are friendly to ATS systems. Avoid script fonts that look like handwriting, however.
- Fonts such as Ariel and Times New Roman are suitable, though commonly used.
- Both single and double-column resumes can perform well with the ATS.
Align your resume with the market’s standards – Canadian resumes may have unique layout guidelines.
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The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.
The key to your customer service manager job-winning resume - present your expertise with these sections:
- A header to make your resume more scannable
- Snapshot of who you are as a professional with your resume soft skills, achievements, and summary or objective
- Job advert keywords in the skills section of your resume
- Resume experience quantifying your past job successes with metrics
- A relevant education, certification, and technical sills section to provide background to your technological/software capabilities
What recruiters want to see on your resume:
- Proven track record of improving customer satisfaction and retention rates.
- Strong leadership skills and experience in managing a diverse team of customer service representatives.
- Experience with customer service software, CRM systems, and call center technology.
- Demonstrated ability to design and implement effective customer service processes and standards.
- Excellent communication skills, with an emphasis on conflict resolution and customer de-escalation techniques.
Quick formula for writing your customer service manager resume experience section
Have you ever wondered why recruiters care about your customer service manager expertise?
For starters, your past roles show that you've obtained the relevant on-the job training and expertise that'd be useful for the role.
What is more, the resume work experience section isn't just your work history , but:
- shows what you're capable of achieving based on your past success;
- proves your skills with (oftentimes, tangible) achievements;
- highlights the unique value of what it's like to work with you.
To ensure your resume work experience section is as effective as possible, follow this formula:
- start each bullet with a powerful, action verb , followed up by your responsibilities, and your workplace success.
The more details you can include - that are relevant to the job and linked with your skill set - the more likely you are to catch recruiters' attention.
Additionally, you can also scan the job advert for key requirements or buzzwords , which you can quantify across your experience section.
Not sure what we mean by this? Take inspiration from the customer service manager resume experience sections below:
- Orchestrated a customer service department overhaul, improving average call response time by 25% within the first year.
- Implemented a new CRM system across the company, facilitating a more personalized customer interaction and increasing customer satisfaction scores by 15%.
- Led a team of 50 customer service representatives, fostering a dynamic working environment that decreased staff turnover by 30%.
- Overhauled the customer feedback system to include direct follow-up actions, slashing resolution times by 40% and boosting recurring customer rates.
- Spearheaded the development of a bilingual customer support team to cater to the Spanish-speaking segment, leading to a 20% increase in market capture.
- Collaborated with the sales team to streamline the customer onboarding process, resulting in a 35% reduction in initial support tickets.
- Developing and leading a remote customer service team of over 200 employees, maintaining a 95% satisfaction rate amidst the shift to telecommuting.
- Championed a customer self-service portal project, reducing incoming ticket volume by 50% and enabling representatives to focus on more complex queries.
- Conceived and executed a targeted customer retention campaign, which enhanced customer loyalty and reduced churn by 18%.
- Launched a customer experience training program to enhance service quality, resulting in the team achieving the highest customer satisfaction rating in the company’s history—92%.
- Initiated a cross-functional taskforce to identify and rectify the root causes of process bottlenecks, improving overall service delivery speed by 20%.
- Negotiated with software vendors to introduce AI-driven chatbots, enabling 24/7 customer support and reducing average wait times by 70%.
- Managed a high-volume customer service center, successfully handling an average of 5,000 queries per day with a 99% issue resolution rate.
- Played a pivotal role in the conceptualization and deployment of a rewards program that increased customer lifetime value by 25%.
- Coordinated with the IT department to enhance the company's customer support software, effectively cutting down average handling time by 15%.
- Integrated social media into the customer service strategy, growing the platform’s support efficacy by 40% and leading to an industry award for innovation.
- Supervised the deployment of an NPS system, utilizing customer feedback to guide service improvements, which pushed the NPS score up by 10 points.
- Established a quarterly training regime for customer service staff that improved first-contact resolution by 30% within the first year.
- Conceptualized a 'Customer First' initiative, empowering service representatives which resulted in an 80% increase in positive customer testimonials.
- Drove a company-wide culture change towards customer-centric values, contributing to the firm being recognized in the top 10 for customer service by J.D. Power.
- Cultivated strategic partnerships with tech providers to automate repetitive inquiries, freeing up agents to concentrate on high-value interactions.
- Introduced a progressive tiered support system to efficiently address customer needs, diminishing time-to-resolution by 35%.
- Coordinated with product teams to align customer feedback with the product roadmap, directly influencing the launch of three major feature updates.
- Reinforced our commitment to customer education by launching a comprehensive help center, leading to a 30% drop in basic troubleshooting tickets.
- Pioneered a data-driven approach to track service metrics, identifying key areas for efficiency gains and enhancing service level agreement (SLA) fulfillment to 98%.
- Curated a 'voice of the customer' program that directly influenced policy changes, significantly improving customer retention by 15% over two years.
- Masterminded a series of customer appreciation events that elevated the brand’s community image and increased customer referrals by 22%.
- Managed customer service initiatives during a company merger, maintaining service continuity and ultimately achieving a 12% improvement in customer satisfaction.
- Orchestrated a shift in service policy to emphasize proactive customer outreach, which identified and resolved potential issues before escalation, cutting down complaints by 50%.
- Established key performance indicators for the service team that aligned with organizational goals, driving a consistent year-on-year improvement in service delivery metrics.
The following content includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top responsibilities present on the task lists for customer service manager professionals.
Top Responsibilities for Customer Service Manager:
- Assign, supervise, and review the activities of public relations staff.
- Confer with labor relations managers to develop internal communications that keep employees informed of company activities.
- Design and edit promotional publications, such as brochures.
- Develop and maintain the company's corporate image and identity, which includes the use of logos and signage.
- Develop, implement, or maintain crisis communication plans.
- Direct activities of external agencies, establishments, or departments that develop and implement communication strategies and information programs.
- Draft speeches for company executives and arrange interviews and other forms of contact for them.
- Establish and maintain effective working relationships with clients, government officials, and media representatives and use these relationships to develop new business opportunities.
- Evaluate advertising and promotion programs for compatibility with public relations efforts.
- Facilitate consumer relations or the relationship between parts of the company, such as the managers and employees, or different branch offices.
Quantifying impact on your resume
- List the percentage by which you increased customer retention through your management strategies.
- Mention the exact number of customer service representatives you have managed or supervised directly.
- Specify the amount by which you reduced average customer response time under your leadership.
- Detail the percentage decrease in customer complaints received during your tenure.
- Quantify the increase in customer satisfaction scores or Net Promoter Scores (NPS) while you were managing.
- State the number of customer service processes you have streamlined or improved.
- Indicate the amount of training hours you have administered for customer service staff development.
- Highlight the budget size you have managed for customer service operations and by what percentage you have optimized costs.
Action verbs for your customer service manager resume
What if my customer service manager experience doesn't match the requirements?
You've just graduated from college and may have no real world job experience . What should you include within your resume then?
Instead of making up information or adding irrelevant past jobs (e.g. your on-campus work during freshman year), you can:
- Shift the focus from your professional experience to your community impact with your volunteer work. This would showcase numerous soft skills you've built over time (e.g. interpersonal communication);
- Highlight the projects you've completed, as part of your coursework, or, on your own. Thus, you will align your technical background with recruiters' requirements;
- Consider spotlighting your transferrable skills. Or, what lessons and talents your current professional and personal experience has taught you and how they could benefit your potential employers;
- Even if you've had a few months of internship experience, that is relevant for the role, make sure to include this. Recruiters do care about the years of experience you happen to have, but, at the end of the day, your profile would also be assessed based on role alignment.
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List your educational qualifications and certifications in reverse chronological order.
In-demand hard skills and soft skills for your customer service manager resume
A vital element for any customer service manager resume is the presentation of your skill set.
Recruiters always take the time to assess your:
- Technological proficiency or hard skills - which software and technologies can you use and at what level?
- People/personal or soft skills - how apt are you at communicating your ideas across effectively? Are you resilient to change?
The ideal candidate presents the perfect balance of hard skills and soft skills all through the resume, but more particular within a dedicated skills section.
Building your customer service manager skills section, you should:
- List up to six skills that answer the requirements and are unique to your expertise.
- Include a soft skill (or two) that defines you as a person and professional - perhaps looking back on feedback you've received from previous managers, etc.
- Create up to two skills sections that are organized based on the types of skills you list (e.g. "technical skills", "soft skills", "customer service manager skills", etc.).
- If you happen to have technical certifications that are vital to the industry and really impressive, include their names within your skills section.
At times, it really is frustrating to think back on all the skills you possess and discover the best way to communicate them across.
We understand this challenge - that's why we've prepared two lists (of hard skills and soft skills) to help you build your next resume, quicker and more efficiently:
Top skills for your customer service manager resume:
Customer Relationship Management (CRM) Software
Help Desk Software
Data Analysis Tools (e.g., Excel, Tableau)
Ticketing Systems (e.g., Zendesk, Freshdesk)
Knowledge Base Management
Call Center Technology
Social Media Management Tools
Reporting and Analytics Tools
Email Management Software
Workflow Automation Tools
Communication Skills
Problem-Solving Skills
Leadership Skills
Empathy
Conflict Resolution
Time Management
Adaptability
Team Collaboration
Customer-Centric Mindset
Emotional Intelligence
Next, you will find information on the top technologies for customer service manager professonals from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license.
Top technologies for Customer Service Manager’s resume:
- Adobe After Effects
- YouTube
- Adobe Creative Cloud software
- Canva
- Adobe InDesign
- Microsoft Publisher
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If you happen to have some basic certificates, don't invest too much of your customer service manager resume real estate in them. Instead, list them within the skills section or as part of your relevant experience. This way you'd ensure you meet all job requirements while dedicating your certificates to only the most in-demand certification across the industry.
Customer service manager-specific certifications and education for your resume
Place emphasis on your resume education section . It can suggest a plethora of skills and experiences that are apt for the role.
- Feature only higher-level qualifications, with details about the institution and tenure.
- If your degree is in progress, state your projected graduation date.
- Think about excluding degrees that don't fit the job's context.
- Elaborate on your education if it accentuates your accomplishments in a research-driven setting.
On the other hand, showcasing your unique and applicable industry know-how can be a literal walk in the park, even if you don't have a lot of work experience.
Include your accreditation in the certification and education sections as so:
- Important industry certificates should be listed towards the top of your resume in a separate section
- If your accreditation is really noteworthy, you could include it in the top one-third of your resume following your name or in the header, summary, or objective
- Potentially include details about your certificates or degrees (within the description) to show further alignment to the role with the skills you've attained
- The more recent your professional certificate is, the more prominence it should have within your certification sections. This shows recruiters you have recent knowledge and expertise
At the end of the day, both the education and certification sections hint at the initial and continuous progress you've made in the field.
And, honestly - that's important for any company.
Below, discover some of the most recent and popular customer service manager certificates to make your resume even more prominent in the applicant pool:
The top 5 certifications for your customer service manager resume:
- Professional Customer Service Certification (PCSC) - The Service Quality Institute
- Certified Customer Experience Professional (CCEP) - CX University
- Certified customer service manager (CCSM) - International Council of Customer Service Organizations
- Customer service manager Certification (CSMC) - Management and Strategy Institute
- Customer Service and Support (CSS) Certification - HDI
The content below includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top associations for customer service manager professionals.
Top US associations for a Customer Service Manager professional
- Alliance for Women in Media
- American Advertising Federation
- American Association of Political Consultants
- American Management Association
- American Marketing Association
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Bold the names of educational institutions and certifying bodies for emphasis.
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Customer service manager resume summaries or objectives: real-world samples for best industry practices
Grasp recruiters' attention from the get-go of your application with a professional customer service manager resume summary or objective.
It's wise to select the:
- Resume objective , if you don't happen to have much experience alignment and would like to more prominently feature your dreams and personality.
- Resume summary , if you'd like to have a more standard approach to your application and feature up to five career highlights to help you stand out.
Writing your resume summary or objective should be tailored to each role you apply for.
Think about what would impress the recruiters and go from there.
But, if you need further help with this introductory section, check out some real-world samples in the next part of this guide:
Resume summaries for a customer service manager job
- Seasoned customer service manager with over a decade of hands-on experience leading service teams in dynamic retail environments. Renowned for implementing customer support strategies that have increased customer retention by 35% at XYZ Corp. Proficient in CRM software usage, omnichannel communication, and fostering a proactive service culture.
- Accomplished IT Project Manager making a strategic pivot into the field of customer service management, bringing forth 8 years of expertise in cross-functional team leadership, systems implementation, and a proven track record in improving user satisfaction scores. Eager to apply analytical and tech skills to enhance customer service operations.
- Veteran Sales Director transitioning to Customer Service Management, armed with 15 years of experience in fostering customer relations and expanding client base. Excels in conflict resolution and persuasive communication, having achieved a 40% uptick in sales through improved client service initiatives at ABC Technologies.
- Aspiring customer service manager with a fresh perspective and boundless energy, aiming to utilize exceptional interpersonal skills and a Bachelor's in Business Administration to foster positive customer experiences. Committed to mastering industry best practices and contributing to sustained client satisfaction and loyalty.
- Recent Management graduate with a zeal for cultivating strong customer relations and eager to embark on a career as a customer service manager. With outstanding academic achievements and successful internships focused on client engagement, looking forward to driving service excellence and team performance in a customer-centric organization.
Average salary info by state in the US for customer service manager professionals
Local salary info for Customer Service Manager.” Source: My Next Move, National Center for O*NET Development. Accessed 10/15/2024
| State | Average Salary (in USD) |
|---|---|
| US National Average | $134,760 |
| California (CA) | $150,500 |
| Texas (TX) | $109,970 |
| Florida (FL) | $109,080 |
| New York (NY) | $178,440 |
| Pennsylvania (PA) | $116,360 |
| Illinois (IL) | $127,040 |
| Ohio (OH) | $124,380 |
| Georgia (GA) | $131,490 |
| North Carolina (NC) | $127,180 |
| Michigan (MI) | $114,550 |
Extra sections to include in your customer service manager resume
What should you do if you happen to have some space left on your resume, and want to highlight other aspects of your profile that you deem are relevant to the role? Add to your customer service manager resume some of these personal and professional sections:
- Passions/Interests - to detail how you spend both your personal and professional time, invested in various hobbies;
- Awards - to present those niche accolades that make your experience unique;
- Publications - an excellent choice for professionals, who have just graduated from university or are used to a more academic setting;
- Volunteering - your footprint within your local (or national/international) community.
Key takeaways
We've reached the end of our customer service manager resume guide and hope this information has been useful. As a summary of our key points:
- Always assess the job advert for relevant requirements and integrate those buzzwords across various sections of your customer service manager resume by presenting tangible metrics of success;
- Quantify your hard skills in your certificates and skills section, while your soft skills in your resume achievements section;
- Ensure you've added additional relevant experience items, such as extracurricular activities and projects you've participated in or led;
- Use both your resume experience and summary to focus on what matters the most to the role: including your technical, character, and cultural fit for the company.
