As a Customer Service Coach, the individual will assess the training needs of the Customer Service department and ensure that all the team members are well-trained in the field so that they gain a good grasp on the required service concepts comprehensively. A well-drafted Customer Service Coach Resume mentions the following core duties and responsibilities – collecting relevant information and setting goals accordingly, identifying trainee’s needs, developing and maintaining training materials including lesson plans, group activities, and presentations; endorsing the latest learning systems, preparing relevant computer applications and handing outs of the course, developing performance evaluation Performa to provide feedback, arranging training resources and materials, and documenting and maintaining a record of data of reps under training.
Coaches in this field often have a degree in the field of Education and the following skills and abilities – familiarity with learning management system software, a good understanding of cybersecurity principles, instructional proficiency with sound communication skills, knowledge of modern instructional methods and tools, and good presentation skills.
Objective : Customer Service Coach who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Made reasonable procedure exceptions to accommodate unusual customer requests.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified timeframes.
Addressed customer service inquiries in a timely and accurate fashion.
Maintained up-to-date records at all times.
Worked as a team member performing cashier duties, product assistance and cleaning.
Assisted customers with store and product complaints.
Experience
2-5 Years
Level
Executive
Education
Associate Of Arts In Business Administration
Customer Service Coach Resume
Summary : Professional Customer Service Coach with 18 Years of experience seeking to link with business professionals in the Health and Wellness industry in an atmosphere conducive to creating access, assistance, and empowerment for the client base.
Skills : World-Class Customer Service Troubleshooting/ Problem.
Description :
TX Facilitated New Hire CCR trainings on both Facets and Compass Provide coaching and technical support to Customer Care Representatives.
Served as a mentor for newly trained Customer Care Representatives.
Provided on-line assistance to handle escalated calls from providers and internal sources.
Facilitated training on systems and claims payment procedures.
Participated in high level projects and acts as a Subject Matter Expert.
Interacted with other Departments in development of training, claims process reviews, and procedures.
Facilitated new hire class and/or provides additional training to existing associates.
Experience
7-10 Years
Level
Management
Education
MS
Customer Service Coach Resume
Headline : Seeking a Customer Service Coach position in an office environment, that utilizes a variety of my office management tasks including - computer knowledge, organizational abilities, business intelligence and database program use.
Skills : SAP, Payroll, Knova, Aptean Live Chat, Team Mentor/Coach.
Description :
Traveled to a third office in Ohio to train CSR's.
Provided coaching and evaluation sessions for new hires; rated and scored all CSR's on performance.
Monitored quarterly call performance of a team of 10-18 people, and provided them with audio/visual tools to assist in skill development.
Each CSR received 30 minutes of quality coaching off the phone weekly for reviewing of monitored phone calls.
Counseled CSR's on ways to maximize productivity and reach professional and personal goals.
Settled escalation calls, organized call center events, and provided call center support to the CSR management team.
Participated in debriefings of CSR's progress with management team; identified and acknowledged CSR's who excelled in customer service policies and procedures.
Experience
5-7 Years
Level
Executive
Education
Associate Of Arts In Business Administration
Customer Service Coach Resume
Summary : Customer Service Coach professional with 15 years of diversified experience in several industries. Experienced in indirect sales, retail sales, and supervising in customer service call centers. A highly dedicated professional with a track record for longevity and organizational loyalty in meeting day-to-day/ year-to-year operational and sales objectives Strong rapport with personnel, customers and associates based on knowledge, professionalism and integrity.
Responsible for meeting company targets for call quality and productivity.
Provided resolution for escalated customer calls requiring a supervisor or manager.
Prepared and distributed yearly performance appraisals.
Analyzed and prepared statistic reports.
Assisted in the startup of internal help desk that provided assistance to CSR's.
Assistant Retail Manager Alice, Texas Managed all aspects of a wireless retail store.
Experience
10+ Years
Level
Senior
Education
High School Diploma
Customer Service Coach Resume
Summary : Self-motivated, results-oriented Call Center Operations Manager with 15 years experience in managing and leading up to 7 front-line leaders and 84 associates to achieve company goals. Background includes working with large insurance providers, corporate clients, and other major telecommunications companies.
Skills : Microsoft Office Suite, Sales, And Marketing Strategies, SAP, Youth Development And Job Seeking, Human Resources, Financial Analysis.
Description :
Oversaw the day-to-day operations of the Call Center to ensure delivery of key performance indicators; own and drive the results of the queue and champion and model the Dynamic Organization.
Analyzed customer service satisfaction results.
Ensured the following goals are met: service levels 75%, adherence 92%, availability 95%, not ready hold 120 or less with an average handle time of 4 to 5 minutes while championing high levels of service.
Co-created and facilitated Operational Awareness and The Power of One training for 50 Customer Service Leaders.
Served as a peer leader by assuming manager duties including conducting Team Performance meetings with Customer Service Coaches and reviewing performance management documents and situations.
Co-created a presentation on competitor information and positioning for all customer service teams.
On-boarded new coaches to the Call Center by providing clarity around current and future objectives.
Experience
7-10 Years
Level
Management
Education
BA
Customer Service Coach Resume
Objective : Highly qualified Customer Service Coach with experience in the industry. Enjoy creative problem solving and getting exposure on multiple projects, and I would excel in the collaborative environment on which your company prides itself.
Skills : Microsoft Office, Phone System, Voip And Analog, Windows, Fax And Copy Equipment.
Description :
Coached representatives to reach the goals they needed to reach.
Did this by reinforcing what they learned in training sessions, huddles and coaching sessions in real time.
Mentored multiple classes of new hires that ultimately became successful Time Warner Cable representatives.
Made sure agents are up to par on customer service skills.
Kept call center customer quality high, sales goals and efficiency goals met.
Kept a positive happy attitude and exhume excitement.
Mentored new leaders entering the Leadership Development Pipeline.
Experience
2-5 Years
Level
Executive
Education
MS
Customer Service Coach Resume
Objective : Customer Service Coach professional over 15 years experience in Medical Billing (Call Center). Expertise in Collections, Customer service, Insurance, Proficient in Data Entry (numeric alpha), Computer (dual monitors), fax machine, multi phone lines, 10 key calculator, photocopier.
Skills : Microsoft Excel, Customer Service, Telecommunications, Data Entry.
Description :
Utilized Salesforce CRM software to facilitate the process of responding to clients concerns via phone and email.
Resolved customer inquiries/complaints with limited escalation to team leaders.
Documented client discussions clearly and concisely.
Reviewed reports and monitored employee performance.
Assisted Team Leaders with performance management and mentoring.
Assisted in monitoring the queue and assigning tasks.
Assisted in the weekly team meeting.
Experience
2-5 Years
Level
Junior
Education
A.A.S. In Business Administration
Customer Service Coach Resume
Objective : Responsible for Setting employee performance objectives, conducts performance reviews and implements action plans to ensure high level of performance, Collaborating with Quality Assurance Training team to ensure consistent messaging and delivery of exceptional customer service.
Worked as an escalation manager for upset callers related to bank services.
Responsible for monitoring calls on a weekly basis for all members of the team and score those calls based on our matrices.
Assisted as one of a 4 person team who update the banks CSR F.a.Q's.
Helped create a better resource for employees questions and inquiries.
Helped our team of employees lead a total of 6 service teams as the top team in fields of adherence, sales, customer surveys and call times for the majority of the months I coached them.
Listened to calls and providing feedback to the team.
Assisted new members with calls as well as training new members.
Experience
2-5 Years
Level
Executive
Education
Associate's In Ecotourism
Customer Service Coach Resume
Headline : Principle-driven customer service and sales management professional with a passion for leading and coaching teams, building relationships, solving complex problems, and client advocacy and stewardship, all while delivering on bottom line financial results. I've led teams in both call center and retail environments, and have been recognized as a leader who has achieved service excellence, aligned associate performance to business goals.
Skills : Microsoft Office, Customer Service, Leadership, Leadership, Technical Support.
Description :
Supervised and led a group of customer service associates, with an emphasis on first-call resolution and owning each interaction.
Supervised daily operations and activities of customer service associates leading them to attain and exceed business goals including average call handle time, next call readiness, quality, and sales objectives.
Performed quality assurance using recorded customer interactions and live monitoring.
Conducted training modules within the new hire curriculum.
Handled escalated customer interactions and resolved non-standard, exceptional customer situations.
Implemented corrective action as appropriate and collaborated in developing action plans for improvement.
Implemented creative strategies to ensure success in individual efficiency, average handle time and upselling close rates.
Experience
5-7 Years
Level
Executive
Education
B.S. In Business Administration
Customer Service Coach Resume
Objective : Self-motivated Customer Service Coach professional with 10 plus relevant years of practical management experience. Possesses related management experience in various industries including call center, mental health and retail. Detail oriented and organized individual who exemplifies professionalism, and an ability to manage people, multiple projects and tasks at any given moment.
Skills : Microsoft Office, Computer Skills.
Description :
Assisted supervisors in managing customer service representatives in meeting company goals.
Interviewed candidates for entry level positions.
Assisted line calls and escalation calls.
Scheduled floor walkers to help with new hires.
Met with management to discuss game plans.
Served as an Operational Subject Matter Expert within manager team.
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