As a customer care manager, articulating the diverse range of your interpersonal skills and customer service achievements on a resume can be daunting. Our guide offers tailored advice and examples to help you effectively showcase your expertise, ensuring your resume stands out to potential employers.
- Sample industry-leading professional resumes for inspiration and customer care manager resume-writing know-how.
- Focus recruiters' attention on what matters most - your unique experience, achievements, and skills.
- Write various resume sections to ensure you meet at least 95% of all job requirements.
- Balance your customer care manager technical expertise with personality to stand out amongst candidates.
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Formatting the layout of your customer care manager resume: design, length, and more
When it comes to the format of your customer care manager resume , you've plenty of opportunities to get creative. But, as a general rule of thumb, there are four simple steps you could integrate into your resume layout.- If you have plenty of experience, you'd like to showcase, invest in the reverse-chronological resume format . This format focuses on your latest experience items and skills you've learned during your relevant (and recent) jobs.
- Don't go over the two-page limit, when creating your professional customer care manager resume. Curate within it mainly experience and skills that are relevant to the job.
- Make sure your customer care manager resume header includes all of your valid contact information. You could also opt to display your professional portfolio or LinkedIn profile.
- Submit or send out your customer care manager resume as a PDF, so you won't lose its layout and design.
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PRO TIP
If you're in the process of obtaining your certificate or degree, list the expected date you're supposed to graduate or be certified.
The five (plus) definite sections your resume for a customer care manager job should include are:
- Header with your headline, contact details, and/or a preview of your work
- Summary (or objective) to pinpoint how your success aligns with the role
- Experience with bullets of your most relevant achievements in the field
- Skills to integrate vital job requirements (both technical and personal)
- Your further dedication to the field, showcased via relevant higher education and/or certifications
What recruiters want to see on your resume:
- Proven experience in leading and managing a customer care team to achieve service excellence and improved customer satisfaction.
- Strong understanding of customer care technologies and CRM systems that are essential for managing customer relationships and service delivery.
- Ability to analyze and interpret customer service metrics to inform strategic decisions and customer care improvements.
- Demonstrable conflict resolution and problem-solving skills highlighting past experiences in handling escalated customer issues.
- Excellent communication and interpersonal skills to effectively lead a diverse team and ensure positive engagement with customers and stakeholders.
Experts' advice on writing your customer care manager resume experience
While the excitement and motivation for writing your customer care manager resume was present in the first hour (or so), you now find yourself staring at the blank page.
The resume experience section is the one that allows you to make a memorable impression by matching job requirement with your past jobs and accomplishments.
To help you write this resume section, here are four mistakes you need to avoid:
- Listing every job you have had so far, including the irrelevant ones. Before that, consider each of your past roles based on relevancy to the role. It may be the case that the job you had 15 years ago may have taught you invaluable skills that are appropriate for the role;
- Including irrelevant work experience items. Those are past jobs that aren't linked with the role you're applying for (or so they seem). Consider how your past jobs will serve your professional presentation: will they be filling in a gap in your work history, or just taking up space?
- Focusing on responsibilities instead of accomplishments. Your customer care manager resume shouldn't just be telling recruiters what you did in the past - as it's most often the case that candidates have had similar responsibilities. But, rather, the experience section should showcase the success you've attained in each past role, thanks to your unique skill set;
- Consider listing just your professional experience. Any role you've had in the past - e.g. volunteering, internships, etc. - can make it into your customer care manager resume experience section. Make sure to include it alongside numbers and results.
Two more things you need to remember about your resume experience section.
The first are keywords. Or those specific job requirements that are crucial for the role . Ensure you've integrated them across your experience section to get sorted closer to the ideal candidate profile by the Applicant Tracker System (ATS).
The second are action verbs. Each of your experience bullets should start with a strong action verb, followed by your specific skill and your on the job achievements. Follow this formula to hint to recruiters what your unique value as a professional is.
Still with us? In the next section, we will show you how industry-leading professionals have avoided the four most common mistakes, while integrating keywords and action verbs in their experience section.
- Developed and implemented a comprehensive customer service policy, increasing customer satisfaction rates by 25% over a 2-year period.
- Spearheaded the integration of AI chatbots to assist with consumer inquiries, significantly reducing average response times from 24 hours to 2 hours.
- Conducted quarterly training sessions for a customer care team of 30, focusing on conflict resolution and product knowledge, elevating customer care standards.
- Orchestrated the adoption of a CRISP-DM methodology for analyzing customer feedback, improving issue resolution efficiency by 40%.
- Managed a cross-departmental project that enhanced the customer onboarding process, leading to a 15% increase in customer retention rates.
- Launched a 'Voice of the Customer' initiative that gathered and utilized customer insights to reshape product offerings, culminating in a 20% revenue growth for the fiscal year 2018.
- Supervised a team of 20 customer service representatives, achieving a team satisfaction score of 90%, the highest in the organization's history.
- Implemented a tiered customer feedback system that prioritized critical issues, resulting in a 50% reduction in customer complaints after 6 months.
- Championed a customer loyalty program that increased repeat business by 30% within the first year of its launch.
- Redesigned and automated weekly reporting system for customer service metrics, saving 10 hours per week in manual data entry.
- Steered company-wide adoption of NPS as a key performance indicator for customer service, helping to identify core areas for improvement.
- Initiated and led a quarterly interdepartmental meeting to align customer service perspectives, fostering a unified approach to customer satisfaction.
- Successfully negotiated three major service contracts with key clients, bolstering company revenue by 15% within the first year of agreement.
- Oversaw the launch of a new customer service platform that consolidated multiple channels into one interface, increasing response efficiency by 35%.
- Masterminded an employee recognition program that was linked to customer feedback, leading to a 25% improvement in employee morale and performance.
- Developed an outbound call strategy that successfully re-engaged with dormant accounts, resulting in a 20% uptick in revitalized customer relationships.
- Piloted a bilingual customer service program that addressed the needs of a diverse customer base, improving market penetration within this demographic by 10%.
- Implemented a peer-to-peer coaching initiative for customer care teams that enhanced overall performance and scalability in high-volume service periods.
- Directed the transformation of the customer service department through strategic staffing and technology upgrades, achieving a 95% service level agreement adherence.
- Leveraged big data analytics to reshape customer interaction strategies, identifying trends that led to the development of two new market-leading service features.
- Engaged in community outreach programs, representing the company at events and fostering positive brand associations, leading to a 15% increase in positive social media mentions.
- Managed the aftermath of a service outage crisis by establishing communication protocols that restored customer confidence and reduced churn by 3%.
- Drove a customer-centric culture change that involved modifying the reward system, resulting in frontline employees achieving the highest upselling record for two consecutive quarters.
- Partnered with the Product Development team to incorporate customer feedback into the design of new services, enhancing product-market fit.
- Conceived and executed a data-driven strategy that realigned service protocols with customer expectations, propelling a company-wide NPS increase from 35 to 55.
- Played a key role in developing an employee exchange program with international partners to broaden the team's cultural understanding and improve communication skills.
- Facilitated the adoption of an innovative cloud-based customer service solution that yielded a more agile response to customer needs and a 20% reduction in operational costs.
- Transformed the customer complaint resolution process, introducing a tiered support system that accelerated resolution times by 45%.
- Liaised with IT to integrate customer relationship management (CRM) software across the organization, boosting data accuracy and accessibility for customer service teams.
- Instituted a monthly roundtable with team leads to review performance data and strategize on improvement plans, slashing the average call handling time by 15%.
The following content includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top responsibilities present on the task lists for customer care manager professionals.
Top Responsibilities for Customer Care Manager:
- Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
- Recruit, interview, and select employees.
- Interpret and communicate work procedures and company policies to staff.
- Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
Quantifying impact on your resume
- Include the percentage of customer satisfaction improvement that was achieved during your tenure.
- Detail the number of customer service representatives you've managed or trained.
- Specify the volume of customer interactions or tickets your team handled within a set timeframe.
- Add any quantifiable efficiency gains, such as reduced average handle time for customer inquiries.
- Mention the percentage reduction in customer complaints or escalations due to improved processes.
- Highlight any increase in team productivity, such as more issues resolved per representative.
- Document measurable improvements in customer retention or loyalty metrics.
- State the dollar value of any cost savings achieved through initiatives you implemented.
Action verbs for your customer care manager resume
Remember these four tips when writing your customer care manager resume with no experience
You've done the work - auditing the job requirements for keywords and have a pretty good idea of the skill set the ideal candidate must possess.
Yet, your professional experience amounts to a summer internship .
Even if you have limited or no professional expertise that matches the role you're applying for, you can use the resume experience section to:
- List extracurricular activities that are relevant to the job requirements. Let's say you were editor-in-chief of your college newspaper or part of the engineering society. Both activities have taught you invaluable, transferrable skills (e.g. communication or leadership) that can be crucial for the job;
- Substitute jobs with volunteer experience. Participating in charity projects has probably helped you develop an array of soft skills (e.g. meeting deadlines and interpersonal communications). On the other hand, volunteering shows potential employers more about you: who you are and what are the causes you care about;
- Align job applications with your projects. Even your final-year thesis work could be seen as relevant experience, if it's in the same industry as the job you're applying for. Ensure you've listed the key skills your project has taught you, alongside tangible outcomes or your project success;
- Shift the focus to your transferrable skills. We've said it before, but recruiters will assess your profile upon both job requirements and the skills you possess. Consider what your current experience - both academic and life - has taught you and how you've been able to develop your talents.
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PRO TIP
Listing your relevant degrees or certificates on your customer care manager resume is a win-win situation. Not only does it hint at your technical capabilities in the industry, but an array of soft skills, like perseverance, adaptability, and motivation.
The right balance between hard skills and soft skills for your customer care manager resume
Wondering what the perfect customer care manager resume looks like? The candidate's profile meets job requirements by balancing both hard skills and soft skills across their resume.
- Hard skills are all the technologies you're apt at using . Prove you have the right technical background by listing key industry hardware/software in your customer care manager resume skills section and noteworthy certifications.
- Soft skills are both your personal, mindset, communication, analytical, and problem-solving talents . Use your customer care manager resume achievements section to show how you've used a particular soft skill to reach a tangible outcome.
When writing about your unique skill set, always make sure to refer back to the job advert to see what are the key requirements. This ensures you've tailored your resume so that it matches closer to what the ideal candidate profile is.
Top skills for your customer care manager resume:
CRM Software (e.g., Salesforce, Zendesk)
Data Analysis Tools (e.g., Excel, Tableau)
Help Desk Software
Customer Feedback Systems
Social Media Management Tools
Knowledge Management Systems
Email Marketing Platforms
Live Chat Software
Ticketing Systems
Reporting and Analytics Tools
Communication
Problem-Solving
Empathy
Leadership
Conflict Resolution
Time Management
Adaptability
Team Collaboration
Customer Focus
Decision Making
Next, you will find information on the top technologies for customer care manager professonals from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license.
Top technologies for Customer Care Manager’s resume:
- Microsoft Dynamics
- Oracle PeopleSoft
- Blackboard software
- Yardi software
- Intuit QuickBooks
- Sage 50 Accounting
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Bold the names of educational institutions and certifying bodies for emphasis.
Listing your education and certifications on your customer care manager resume
Don't underestimate the importance of your resume education section . As it may hint at various skills (and experience) that are relevant to the job. When writing your education section:
- Include only higher education degrees with information about the institution and start/end dates
- If you're in the process of obtaining your degree, include your expected graduation date
- Consider leaving off degrees that aren't relevant to the job or industry
- Write a description of your education if it presents you with an opportunity to further showcase your achievements in a more research-focused environment
When describing your certifications on your resume, always consider their relevancy to the role. Use the same format to describe them as you would for your education. If you're wondering what the best certificates out there are for customer care manager roles, check out the list below.
The top 5 certifications for your customer care manager resume:
- Certified Customer Service Manager (CCSM) - Management and Strategy Institute
- Certified Customer Experience Professional (CCEP) - CX University
- Professional Customer Service Certification (PCSC) - Customer Service Institute of America
- Certified Call Center Manager (CCCM) - The Call Center School
- Customer Service Management Professional (CSMP) - The International Customer Service Association
The content below includes information from "O*NET OnLine" by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. The data represents the top associations for customer care manager professionals.
Top US associations for a Customer Care Manager professional
- American Society of Administrative Professionals
- Association of Executive and Administrative Professionals
- International Association of Administrative Professionals
PRO TIP
List all your relevant higher education degrees within your resume in reverse chronological order (starting with the latest). There are cases when your PhD in a particular field could help you stand apart from other candidates.
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Deciding between a resume summary or objective for your customer care manager role
Understanding the distinction between a resume summary and an objective is crucial for your customer care manager resume.
A resume summary, typically three to five sentences long, offers a concise overview of your career. This is the place to showcase your most pertinent experience, key accomplishments, and skills. It's particularly well-suited for those with professional experience relevant to the job requirements.
In contrast, a resume objective focuses on how you can add value to potential employers. It addresses why they should hire you and outlines your career expectations and learning goals. Therefore, it's ideal for candidates with less experience.
In the following section of our guide, explore how resume summaries and objectives differ through some exemplary industry-specific examples.
Resume summaries for a customer care manager job
- With over a decade of experience in high-paced telecommunications customer care, a proven track record in improving customer satisfaction by 30%, and expertise in CRM software, this seasoned professional has successfully managed teams of 50+ associates, driving retention and service excellence.
- Dedicated former hospitality manager with 7 years of experience, recognized for increasing guest satisfaction scores by 25% year-over-year. Transitioning into customer care management with a keen understanding of premium service delivery and team leadership, aiming to leverage interpersonal skills to enhance customer experiences.
- Esteemed educator with 5 years' tenure, adept at conflict resolution and communication, looking to transition into customer care. The candidate brings a unique perspective on client engagement strategies from their background, aiming to apply their mentoring and organizational talents to elevate customer relationships.
- Emerging leader with a strong aptitude for technology and problem-solving, having successfully completed a comprehensive customer service training program. Eager to apply newfound knowledge and a fresh perspective to drive customer satisfaction and loyalty for a dynamic customer care team.
- Driven professional seeking to harness 8 years of retail management experience in fostering an exceptional customer service environment. With a strong focus on operational efficiency and team motivation, the goal is to contribute to high-quality customer interactions and support sustained business growth.
- Recent graduate in Communication Studies, armed with internship experience in social media coordination and public relations, is passionate about delivering exceptional customer engagements. Looking forward to applying these communication and media skills to manage customer relationships effectively and support a company's client-centric vision.
Average salary info by state in the US for Customer Care Manager professionals
Local salary info for Customer Care Manager.” Source: My Next Move, National Center for O*NET Development. Accessed 10/15/2024
| State | Average Salary (in USD) |
|---|---|
| US National Average | $63,450 |
| California (CA) | $71,300 |
| Texas (TX) | $61,730 |
| Florida (FL) | $61,200 |
| New York (NY) | $75,420 |
| Pennsylvania (PA) | $61,850 |
| Illinois (IL) | $64,180 |
| Ohio (OH) | $61,130 |
| Georgia (GA) | $60,940 |
| North Carolina (NC) | $58,900 |
| Michigan (MI) | $62,060 |
Showcasing your personality with these four customer care manager resume sections
Enhance your customer care manager expertise with additional resume sections that spotlight both your professional skills and personal traits. Choose options that not only present you in a professional light but also reveal why colleagues enjoy working with you:
- My time - a pie chart infographic detailing your daily personal and professional priorities, showcasing a blend of hard and soft skills;
- Hobbies and interests - share your engagement in sports, fandoms, or other interests, whether in your local community or during personal time;
- Quotes - what motivates and inspires you as a professional;
- Books - indicating your reading and comprehension skills, a definite plus for employers, particularly when your reading interests align with your professional field.
Key takeaways
- Invest in a concise customer care manager professional presentation with key resume sections (e.g. header, experience, summary) and a simple layout;
- Ensure that the details you decide to include in your resume are always relevant to the job, as you have limited space;
- Back up your achievements with the hard and soft skills they've helped you build;
- Your experience could help you either pinpoint your professional growth or focus on your niche expertise in the industry;
- Curate the most sought-after certifications across the industry for credibility and to prove your involvement in the field.
