Customer Service Manager Resume Sample

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Customer service manager with thirteen years in contact-centre and retail support, the last six leading service teams for retail and utilities companies in Istanbul. Runs the whole operation — people, performance, process and the customer experience — and is judged on satisfaction, resolution and a team that stays and improves. Rebuilt a struggling support team into a top performer, lifting satisfaction scores and cutting attrition through better coaching and scheduling. Owns KPIs and SLAs, designs the workflows behind them, handles the hardest escalations personally, and reports the customer story to senior leadership. Demanding about standards but genuinely invested in his people. Looking for a customer-service or head-of-support role with a company that treats service as a competitive advantage.

Professional Summary

Anadolu Utilities Group - Istanbul, Turkey

Customer Service Manager April 2018 to Present 8 years & 4 months

Lead the customer-service operation across people, performance and process, owning the satisfaction, resolution and SLA targets.
Rebuilt a struggling support team into a top performer, lifting satisfaction scores and cutting attrition through better coaching and scheduling.
Design the workflows, scripts and escalation paths behind the KPIs, removing friction so agents can actually resolve issues quickly.
Coach team leaders and agents through one-to-ones and call reviews, building the skills and confidence that keep service quality high.
Handle the most difficult escalations and complaints personally, protecting the customer relationship and the company's reputation.
Report the customer story, trends and improvement plans to senior leadership, turning service data into decisions the business acts on.

Marmara Retail Services - Istanbul, Turkey

Team Leader, Customer Support August 2012 to March 2018 5 years & 8 months

Led a team of support agents for a retail business, managing performance, scheduling and quality across a busy contact centre.
Coached agents to hit service and resolution targets while handling escalations and keeping customer-satisfaction scores high.
Learned workforce planning, quality management and people leadership on the job across six years of growing responsibility.
Earned the promotion into a customer-service manager role owning a full support operation.

QUALIFICATION

Highlights

Support Team Turnaround