Customer Service Supervisor Resume

Customer Service Supervisor Resume Sample

Eyeing up a customer service supervisor role? You'll need to highlight your industry experience, people skills, and technical knowledge to convince employers you should be their next hire. Use our free downloadable template and skills list to create yours.

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Highly diligent professional with 5+ years of experience recruiting, training, supervising, and motivating customer service staff. Proven record optimizing team performance to build customer loyalty and retention. Excellent communicator and an expert at identifying and resolving customer issues over the phone and email. Excited to leverage my interpersonal skills to provide personalized customer service and improving overall team KPIs.

RELEVANT SKILLS

Customer service management
Team supervision & training
Customer complaint resolution
Performance evaluation
Cross-functional collaboration
Quality assurance
Relationship Building
Internal/external communication
Microsoft Office Suite
Slack
Freshdesk

PROFESSIONAL EXPERIENCE

Triangle Music Group, New York, NY

Customer Service Supervisor
Sep 2019 – present

Led key customer support initiatives, maintaining 3 year average of 95%+ “extremely positive” customer feedback and record-breaking customer retention rates
Analyze data to determine team performance and guide quarterly team objectives
Organize bi-weekly meetings with program managers to discuss and identify ideas for driving significant improvement in operations
Supervise 50+ employees by training and mentoring new hires every 3 months
Handle highly escalated customers via polite communication and issue-resolution skills

States Logistics Services, New York, NY

Junior Customer Service Supervisor
Jun 2017 – Aug 2019

Decreased call transfer rate from 45% to 15% by mentoring team members and developing product knowledge
Engaged with customers to ensure delivery of satisfactory services
Increased customer satisfaction rating by 85% by implementing new procedures that reduced wait times and provided more attentive service
Monitored and adjusted KPIs to improve team efficiency and quality of service
Achieved lowest average call-handling time for team in 2018 and 2019

EDUCATION

New York University, New York, NY

Bachelors in Business Administration, Honors: cum laude (GPA: 3.6/4.0)
May 2017

26+ essential skills for your customer service supervisor resume

Learning how to put together a resume for the specific job(s) you want will help you land more interviews.

Are you a people person with rapid problem solving skills and the drive to understand others’ needs? If you’re already nodding in agreement, then you’d make an excellent customer service supervisor.

Customer service supervisors oversee a team of customer service representatives and ensure they deliver exceptional support.

A customer service supervisor’s duties often include setting performance goals, monitoring team member performance, and providing training and development opportunities.

Because a customer service supervisor role is a management position, you’ll also need to stay informed of industry developments and work to continually train your team to ensure your customers always receive excellent service.

Customer service employers look for applicants with the right combination of hard and soft skills to handle the problem solving, organizational, and technical aspects of this role.

Hard skills are job-specific abilities that you learn from schooling, self-study, or work experience (like bookkeeping or social media software).

Valuable hard skills for a customer service supervisor include:

Customer relationship management (CRM) software (e.g., Freshworks, Active Campaign)
Help desk software (ZenDesk)
Live chat tools (e.g., Help Scout)
Knowledge management software (e.g., Guru)
Project management software (e.g., Asana, Trello)
Analytic tools
Call center experience
Managing KPIs
Computer skills (e.g., experience with Windows-based software)
Supervisory or management experience
Foreign language skills
Familiarity with chatbots and AI
Data analysis skills (e.g., customer trends and data)

Your soft skills are personality-related traits, that you develop throughout your life (like the ability to communicate well). Employers need to know that their next customer service supervisor has the right soft skills to ensure that customers are satisfied and team members work well together.

These are some of the most sought-after soft skills for customer service supervisor roles:

Leadership skills (e.g., conflict resolution)
Adaptability
Interpersonal skills (e.g., openness to feedback)
Communication skills (e.g., verbal communication, empathy)
Emotional intelligence
Scheduling
Project planning
Delegation
Problem solving skills (e.g., troubleshooting)
Decision making skills
Active listening
Time management skills (e.g., the ability to set SMART goals)
Adaptability