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Career Overview

Committed and motivated Customer Relations Manager with exceptional decision making skills. Strong work ethic, professional demeanor and great initiative.                                              

              

Energetic, ability to work well in high stress situations. Skilled in working with a diverse group of people. Result oriented with excellent organization, communication, and relationship building skills.  


Motivated and reliable office administrative professional with 3 years experience providing executive-level support.

Skill Highlights
  • Problem resolution
  • Employee training and development
  • Report analysis
  • Professional interaction at a corporate level
  • Schedule management
  • Self-starter
  • Deadline-oriented
  • Extreme
  • multitasking
Core Accomplishments

Promoted to Service Group after 4 months of Tier 1 Support.

Promoted to Tier 2 support after 3 days of Service Group.

Promoted to Customer Relations Manager 20 days after Tier 2.

Promoted from CRM to Team Lead in 6 months.

Professional Experience
Messenger
January 2016 to Current
Brink's Inc. - Fort Myers, Florida

Provide the secure transport of liability and money. This includes the security of headquarters and active protection of location, people and property against theft and harm.    

Customer Relations Manager
June 2014 to November 2015
Alorica - Fort Myers, Fl

Assist my team of Agents, and provide assistance to the 180 Agents we have at any given time. Manage escalated calls with Clients. Tracking the repair times and the transit status of every case I have, not including providing the same tracking and repair assistance with Front Line Agents. This includes providing troubleshooting steps, and advisory on how to handle a variety of situations. Establishing corporate resolutions.

Office Assistance
August 2012 to May 2014
Affordable Home Services - Cape Coral, Florida

Daily handling of phones, scheduling client appointments, assisting in the supply ordering for client jobs. Assisted in the

employee schedules, and aided in new job schedules.

Education
Still attending : Criminal Justice Edison state college - Fort Myers, Florida, 33909


Certifications

* Security License, D

* Firearms License, G

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Professional Summary
Excelling at customer satisfaction and retention. Flexible and hardworking in deadline-driven environments. Driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
Skills
  • 70 wpm typing speed
  • ADP/ Reynolds & Reynolds
  • MS Windows proficient
  • Quick learner
  • Multi-line phone talent
  • Work well with others
  • Creative problem solver
  • Good communication skills
Work History
Assistant Service Manager, 10/2013 to Current
TOYOTA OF GRAPEVINE Grapevine, Tx
  • Greet customers, scheduling service appointments and receiving vehicle information.
  • Listen to requests of the service desired and clearly explaining information on the repair order.
  • Refer the technician to the customer and/or test-driving the vehicle to confirm source(s) of service repairs.
  • Estimate the cost and time needed to do the repair, taking into account the customer\'s schedule.
  • Handle customer complaints and maintaining high customer satisfaction standards.
  • Periodically check on the progress of the vehicle during servicing and contacting the customer when technicians discover additional problems.
  • Get customer approval to do additional work and explaining the work performed and the charges being billed.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Provided an elevated customer experience to generate a loyal clientèle.
Service Manager/ Warranty Administrator / Customer Relations Manager, 11/2009 to 10/2013
TOYOTA OF LEWISVILLE Lewisville, Texas
  • Oversee daily activities of service department
  • Managing daily profit and loss, production, and service reports
  • TRAC Rental Manager
  • Warranty Administrator - process all warranty claims
  • Manage a team of up to 6 Cashiers, 12 Advisors, and 20 Technicians
  • Interview and Hire Service Advisors, Technicians, Cashiers, and Porters
  • Reynolds & Reynolds / ADP Drive
  • New Hire/Administrative tasks for entire dealership
  • Weekly Payroll for Parts and Service Departments
  • Event Coordinator for Dealership (New Owners Clinics, Employee Appreciation, Business Lunches and Meetings)
  • Oversee Installation of shop equipment
  • Vendor Contact
  • Earned management trust by serving as key holder, responsibly opening and closing store.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
Paralegal, 10/2005 to 11/2009
THE CASAUBON FIRM Lewisville, Texas
  • Workers Compensation/Social Security Disability
  • Heavy Ordering of Medical Records
  • Case Management for 200 clients
  • Research Legal Issues
  • Interrogatories
  • Contact with Client, Courts, Opposing Council, and Insurance Adjusters
  • Draft Correspondence to all parties
  • Extensive Calendaring
  • Exchanges
  • Re-evaluate disputed information with attorney
  • Prepare exhibits for use by attorney at hearing
Accounting Administrator, 10/2003 to 10/2005
SILESTONEOF DALLAS Lake Dallas, Texas
  • Accounts Payable/Receivable
  • Account Collections
Education
Associate of Arts: Accounting, Marketing, Business Management, Social Media, Paralegal Studies, 2009
Collin County Community College District - Frisco, Tx
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Summary
Experienced in management with excellent client and project skills. Detail and goal oriented with strong ability to communicate fluently in both English and Spanish.
Skills
  • Hotel front desk
  • Concierge duties
  • Guidelines and safety standards training
  • High customer service standards
  • Flexible and adaptable
  • Conflict resolution proficiency
  • Customer service management expertise
Experience
Produce Clerk, 08/2017 Current Cardenas Market Las Vegas, NV Greeted all customers. Conducted price checks for cashiers and service clerks. Safely used knives, scales, wrappers, compactors, garbage disposals, pallet jack. Organized and positioned product cases in produce warehouse and walk-in cooler. Broke down heavy pallet loads of cases, boxes and bags.
Customer Relations Manager, 07/2015 11/2017 Tesla/SolarCity Las Vegas, NV
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual customer requests. Assisting new and existing clients by answering concerns about their solar system. 
Opening escalation tickets based on severity of issue. Overseeing the escalation until issues have been resolved by contacting necessary departments within the company until customer is satisfied with resolution. Responding to Better Business Bureau and Attorney General complaints.
Front Office Manager, 07/2015 05/2016 Super 8 Las Vegas North Strip/Fremont Street Area Las Vegas, NV
Interviewed, on-boarded, developed and oversaw daily activities of eight clerical and administrative office personnel.
Issued room keys and escort instructions to bellhops.

Kept records of room availability and guests' accounts, manually or using computers.
Recorded guest comments and handled complaints.

Contacted housekeeping or maintenance staff when guests reported problems.
Cashier for onsite liquor store.
Laborer, 05/2013 Current Marco Vargas Las Vegas, NV Extensively trained in plumbing, carpentry, painting, plastering, machine servicing and installation. Cleaned all construction areas to avoid hazards. Installed and repaired roofs, flashing and surfaces. Mixed mortar, plaster and grout according to standard formulas. Removed old roofing materials in an efficient manner. Completed indoor and outdoor residential and commercial construction projects. Swept and cleaned roofs to prepare them for the application of new roofing materials. Used a pick and shovel to dig, spread and level dirt and gravel. Worked with tools such as pruning saws, hedge and brush trimmers, axes. Arranged and stored materials, machines, tools and equipment.
Platinum Concierge/ Corporate Customer Care, 09/2002 03/2013 Starwood Hotels & Resorts Lancaster, CA
Answered department telephone calls within 3 rings, using correct salutations and telephone etiquette. Booking hotel reservations. Account maintenance and point redemption. Arranging special requests such as transportation, show tickets and in room accommodations.
Referred guests to local restaurants and recommended attractions in the area.
Documenting hotel related complaints and contacting hotel directly to resolve any issues that arise. 
Provided all services in Spanish and English
Education and Training
2018 Clark County School District Adult Education Las Vegas, NV, USA General Studies
1999 United Education Institute Panama City, CA, USA Computer Office Specialist
2019 Eldorado High School Las Vegas, NV, United States General study Then the second school that went to is Equipo Academy college prep. When I went to that school I was on the track team.
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Executive Profile

Determined and proactive Account Manager with more than 8 years experience in office management, support staff management, training and supervision and event planning. Works with a sense of urgency to anticipate the needs of senior-level executives. Thrives in a fast paced, dynamic environment. Skilled at multi-tasking and maintaining a strong attention to detail. Excels at analyzing, prioritizing and completing tasks while exhibiting professionalism and sound judgment. Employs superior communication skills to meet client and company needs.

Skill Highlights
  • Articulate and well-spoken
  • Time management
  • Flexible
  • Meticulous attention to detail
  • Professional and mature
  • Strong problem solver
  • Works well under pressure
  • Understands grammar
  • Self-starter
  • Business correspondence
  • Scheduling
  • Microsoft Office proficiency
  • Excel spreadsheets
  • Project management
  • Product development
  • Staff training
  • Supervision and training
  • Results-oriented
  • Proofreading
  • Report writing
  • Deadline-oriented
Core Accomplishments

Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment. Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency. Promoted to Regional Supervising Vendor after thirteen months of employment with Ideal Merchandising. Received a merit raise for strong attention to detail, exemplary customer service and team-player attitude. Facilitated training of new employees. Worked directly with management at Lowe's to maximize profits on merchandise. Successfully planned and executed travel arrangements for Regional Manager. Demonstrated strong communication skills through tutoring English at Delta College and while volunteering with the adult literacy program at the Lodi Public Library.

Professional Experience
Customer Relations Manager Aug 2014 to Current
Angelica Corporation Pittsburg, CA

Engages directly with customers and is first point of contact which requires knowledge of industrial laundry and linen practices. Creates, tracks and reports on key performance metrics. Develops and implements procedures to improve efficiency. Adheres to all applicable regulations, policies and procedures for health, safety and environmental compliance. Collects, monitors and evaluates customer requirements to achieve desired delivery time and order fill rates. Resolves customer questions, issues and complaints.

Office Manager Jan 2008 to Current
Secondhand Rose Lodi, CA

Maintained detailed administrative and procedural processes to improve accuracy and efficiency. Improved communication efficiency as primary liaison between clients and vendors. Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information. Served as central point of contact for all outside vendors needing to gain access to the building. Made copies, sent faxes and handled all incoming and outgoing correspondence. Received and screened a high volume of internal and external communications, including email and mail. Managed daily office operations and maintenance of equipment.

Supervising Vendor Feb 2006 to Jan 2008
Ideal Merchandising Various Cities, CA

Directed strategic initiatives to achieve maximum profits on merchandise by developing and managing product/fixture/display/modular resets, setPOP and signing. Displayed the appropriate signage for products and sales promotions. Organized and located inventory and updated store spreadsheets. Established and maintained proper high traffic displays, resulting in increased sales. Effectively communicated and coordinated execution of the planogram with store management. Built effective relationships with each store to develop superior customer satisfaction. Printed various labels and tags for all merchandise. Served as the single point of contact for project scheduling and changes. Successfully managed the activities of over twenty team members in multiple locations. Effectively communicated with team members to maintain clearly defined expectations. Maintained and coordinated travel arrangements for senior management.

Education
Associate of Arts, Social and Behavioral Sciences 2010 Delta College Stockton, CA, USA

Graduated with high honors. Top 10% of class. Coursework in Sociology, Psychology and Communications.

Associate of Arts, Teacher's Prep Elementary Education 2010 Delta College Stockton, CA, USA

Graduated with high honors. Top 10% of class. Coursework in Public Speaking, English Composition and Mathematics.