How To Write a Customer Service Manager Resume
To create an impactful customer service manager resume, you’ll want to highlight your strongest accomplishments from throughout your career. Hiring managers want proven leaders who can build successful teams and interface effectively with diverse customers and clients. Provide tangible examples of these skill sets on your resume.
As a customer service manager, it’s also important to highlight your industry expertise. Without a thorough understanding of a product, service, or field, you won’t be able to effectively train customer service teams or identify solutions to client issues. Throughout this guide, we’ll provide valuable insights to help you translate your career experience into a results-driven resume.
1. Write a compelling profile summarizing your qualifications
The summary at the top of your resume sets the tone for your entire document, as this is your opportunity to make a positive first impression on the hiring manager. Start by listing your job title, years of experience, and three to four specializations that align with the job posting. The goal is to create a compelling snapshot of your career and personal brand, which can help differentiate you from the competition during the job search.
Professional Profile – Example #1
Profile
A Customer Service Manager with 10+ years of experience specializing in customer care, program management, and continuous improvement. A strong history of building dynamic customer service teams to deliver elite service to client businesses. Adept at identifying opportunities to streamline processes and achieve operational excellence.
Professional Profile – Example #2
Profile
A dynamic Customer Service Manager with six years of professional experience specializing in client relations, operations management, and cross-functional leadership. A strong history of building and developing high-performance teams to enhance client satisfaction and drive customer loyalty.
2. Add an accomplishment-driven professional experience section
Accomplishments are what separates a generic document from a results-driven resume. Many job seekers make the mistake of listing mundane job duties rather than professional achievements. As you craft your bullet points, focus on the value that you generated for your teams, clients, and organizations throughout your career. This is what hiring managers want to see in their candidates, not just generic job descriptions and responsibilities.
Professional Experience – Example #1
Professional Experience
Customer Service Manager, Aikens Medical Device Co., Nashville, TN
December 2017 – Present
- Oversee a ten-person customer care team for a $5M medical device company, manage daily operations, and identify opportunities to improve the customer experience
- Coordinate with the sales team to resolve escalated customer issues, ensure satisfaction, and build long-term relationships, contributing to a 20% increase in client retention
- Lead the development and implementation of new customer service policies, SOPs, and quality standards, resulting in a 10% increase in customer satisfaction metrics
Professional Experience – Example #2
Professional Experience
Customer Service Manager, United Airlines, Philadelphia, PA
October 2017 – Present
- Manage a 30-person customer service team for the United Airlines sector of the Philadelphia Airport, serve as the escalation point for customer issues, and provide coaching and training to drive customer success
- Develop and implement new training programs and scripts and establish client relations best practices, resulting in a 15% increase in monthly satisfaction scores
- Coordinate cross-functionally with five airline departments to resolve escalated issues and improve operational workflows
3. Include relevant education and certifications
In addition to your education, consider obtaining certifications to bolster your job application. There are numerous customer service certifications you can pursue, such as the CCSM and CPCRM. You may also want to consider obtaining a leadership certification or a credential that’s specific to your field. This will show prospective employers that you’ve continued to expand your industry knowledge and expertise.
Certifications
Template: [Certification Name], [Awarding Organization], [Completion Year]
Examples:
- Six Sigma Black Belt Certification, 2017
- Certified Customer Experience Professional (CCXP), AIBMC 2016
- Certified Customer Service Manager (CCSM), AIBMC, 2015
Education
Template:
- [Degree Name]
- [School Name], [City, State Abbreviation] [Dates Enrolled]
Example:
- Bachelor of Business Administration (B.B.A)
- UNIVERSITY OF TENNESSEE, Knoxville, TN September 2011 – June 2015
4. List relevant key skills and proficiencies
Most organizations rely on Applicant Tracking Systems (ATS) to identify qualified candidates for job openings. If your resume lacks a certain number of keywords, your application may be rejected by the ATS before it reaches the hiring manager. To mitigate this risk, you’ll want to incorporate key terms from the job description into your profile, professional experience, and skills sections. Below, you’ll find a list of keywords you may encounter while pursuing customer service manager positions:
| Key Skills and Proficiencies | |
|---|---|
| Account Management | Call Center Operations |
| Client Relations | Communication |
| Conflict Resolution | Consultative Sales |
| Continuous Improvement | Cross-functional Collaboration |
| Customer Relationship Management (CRM) | Customer Relations |
| Customer Service | Customer Solutions |
| Customer Success | De-escalation Techniques |
| Operations Management | Process Improvement |
| Relationship Building | Sales |
| Team Management | |
How to Pick the Best Customer Service Manager Resume Template
Selecting the ideal template can be challenging for many job seekers. With such a wide variety of options available, finding the right fit for your personal brand is often challenging. Although it’s usually best to select a straightforward format that uses minimal color and avoids bulky graphics, you shouldn’t stress over your template. Remember that your achievements and qualifications will always be the determining factor in whether or not companies decide to hire you.
Customer Service Manager Text-Only Resume Templates and Examples
Years of Experience
- #1
- #2
- #3
John Bergsen
(123) 456-7890
[email protected]
LinkedIn | Portfolio
Philadelphia, PA 12345
Profile
A dynamic Customer Service Manager with six years of professional experience specializing in client relations, operations management, and cross-functional leadership. A strong history of building and developing high-performance teams to enhance client satisfaction and drive customer loyalty.
Professional Experience
Customer Service Manager, United Airlines, Philadelphia, PA
October 2018 – Present
- Manage a 30-person customer service team for the United Airlines sector of the Philadelphia Airport, serve as the escalation point for customer issues, and provide coaching and training to drive customer success
- Develop and implement new training programs and scripts and establish client relations best practices, resulting in a 15% increase in monthly satisfaction scores
- Coordinate cross-functionally with five airline departments to resolve escalated issues and improve operational workflows
Customer Service Specialist, American Airlines, Philadelphia, PA
June 2017 – October 2018
- Delivered high-quality customer service to 20-40 passengers per day, communicated with empathy and patience, and achieved a 94.7% customer satisfaction rating
- Coordinated with the customer service manager to identify opportunities to enhance service delivery, resulting in a 5% reduction in customer wait times
Key Skills
- Customer Service
- Client Relations
- Team Management
- Cross-functional Leadership
- Process Improvement
Certifications
- Certified Customer Service Manager (CCSM), 2017
Education
Bachelor of Business Administration (B.B.A)
Temple University, Philadelphia, PA September 2013 – June 2017
Skyler Thompson
(123) 456-7890
[email protected]
LinkedIn | Portfolio
Nashville, TN 12345
Profile
A results-oriented Customer Service Manager with eight years of experience building and leading diverse customer care teams for healthcare organizations. A proven track record of implementing innovative training programs to enhance the customer experience.
Professional Experience
Customer Service Manager, Aikens Medical Device Co., Nashville, TN
December 2017 – Present
- Oversee a ten-person customer care team for a $5M medical device company, manage daily operations, and identify opportunities to improve the customer experience
- Coordinate with the sales team to resolve escalated customer issues, ensure satisfaction, and build long-term relationships, contributing to a 20% increase in client retention
- Lead the development and implementation of new customer service policies, SOPs, and quality standards, resulting in a 10% increase in customer satisfaction metrics
Customer Service Manager, Sunrise Medical, Nashville, TN
June 2015 – December 2017
- Led a 25-person call center team for a healthcare provider with over 15K registered patients, established a work culture centered on accountability and empowerment, and successfully improved monthly patient satisfaction from 72% to 89% in 2017
- Created a new customer service script and delivered remedial training to enhance team performance, resulting in a 45-second reduction in average call times
Key Skills
- Operations Management
- Customer Service
- Continuous Improvement
- Relationship Building
- Staff Development
Certifications
- Certified Professional in Customer Relationship Management (CPCRM), 2017
- Certified Customer Service Manager (CCSM), AIBMC, 2015
Education
Bachelor of Business Administration (B.B.A)
University of Tennessee, Knoxville, TN September 2011 – June 2015
Hideo Araki
(123) 456-7890
[email protected]
LinkedIn | Portfolio
Miami, FL 12345
Profile
A Customer Service Manager with 10+ years of experience, specializing in customer care, program management, and continuous improvement. A strong history of building dynamic customer service teams to deliver elite service to client businesses. Adept at identifying opportunities to streamline processes and achieve operational excellence.
Professional Experience
Customer Service Manager, Cohen HVAC Inc., Miami, FL
July 2016 – Present
- Build, manage, and develop a customer service department with 25+ personnel, interface with client accounts ranging from $100K-$350K, and establish relationships
- Develop processes and procedures to support sales enablement and ensure smooth hand-off throughout all phases of service delivery, resulting in a 90% retention rate
- Coordinate with senior leadership and stakeholders to resolve service issues for an at-risk client account generating over $250K in annual revenue
Customer Service Manager, Cadence Insurance Inc., Miami, FL
June 2013 – July 2016
- Oversaw all aspects of client services for a business insurance provider, managed a team of 20+ customer service representatives and customer care specialists, and led initiatives to improve service delivery
- Established a culture of continuous improvement and collaboration and created new customer care standards to improve client satisfaction and retention
Key Skills
- Client Services
- Continuous Improvement
- Operations Management
- Program Management
- Account Management
Certifications
- Six Sigma Black Belt Certification, 2017
- Certified Customer Experience Professional (CCXP), AIBMC 2016
- Certified Customer Service Manager (CCSM), AIBMC, 2015
Education
Bachelor of Business Administration (B.B.A)
University of Florida, Gainesville, FL September 2009 – June 2013
Frequently Asked Questions: Customer Service Manager Resume Examples and Advice
What are common action verbs for customer service manager resumes?+
It’s easy to find yourself running short on action verbs during the resume-building process. Often there’s only a limited number of words you can use to convey your professional experience accurately. That being said, it’s important to differentiate your usage of verbs, as your bullet points may begin to seem repetitive to hiring managers. To help you out, we’ve compiled a list of verbs you can use to keep your content fresh and compelling:
| Action Verbs | |
|---|---|
| Achieved | Analyzed |
| Collaborated | Communicated |
| Conducted | Coordinated |
| Built | Delivered |
| Drove | Ensured |
| Executed | Identified |
| Implemented | Improved |
| Led | Managed |
| Oversaw | Performed |
| Planned | Provided |
| Resolved | Supported |
How do you align your resume with a job description?+
According to the Bureau of Labor Statistics, management occupations are expected to grow 8% between 2021 and 2031. Many of these job openings will be in customer service. Although companies are always looking for experienced management professionals, you’ll still need to carefully align your resume with the job description to maximize your chances of success.
For example, if you’re pursuing a role that involves frequent collaboration with the sales department, you’d want to showcase your cross-functional leadership experience. If an organization is seeking a manager who excels in staff development, you’d want to highlight examples of you building teams and providing training to enhance performance. By tailoring your resume to the job description, you’ll significantly increase your odds of landing the interview.
What is the best customer service manager resume format?+
Customer service manager resumes should always use a reverse chronological format. This ensures that your most recent and relevant experience is featured towards the top of your document. Functional resumes are not recommended for these types of positions, as a skill-based resume won’t allow you to provide tangible examples of your customer service and leadership experience.
Expert Advice: Include a cover letter with your resume
When you finish your resume, don’t forget to write a matching cover letter. This allows you to showcase aspects of your experience that wouldn’t normally fit on the resume. It’s especially important to mention something specific about the company’s reputation or culture in the middle paragraphs, as this will show hiring managers that you’ve done your research beforehand. For more information, view our customer success manager cover letter guide.
