Customer service director resume examples from 2025

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Updated March 26, 2025

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Customer service director resume

Pamela Moore

(520) 555-0754 | pmoore@example.com

Chicago, IL | 22178 E. Main Ave. - 29381

Work experience

2018 - Present
Customer Service Director, Bank of America - Chicago, IL
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
- Developed all process controls and metrics for daily management of the Call Center.
- Trained new and existing employees on current products and procedures.
2008 - 2018
Supply Chain Manager, The Dow Chemical Company - Indianapolis, IN
- Lead cross functional teams utilizing 7-step strategic sourcing process for labor services required plant turnaround and capital construction projects.
- Develop and oversee Strategic Sourcing initiatives include make-buy analysis and long term agreements for direct goods.
- Team consisted of 7 direct reports and 85 hourly employees while having budgetary oversight of $8.1MM.
- Issued POs in a timely manner on Great Plains Dynamics system to ensure on time deliveries based on material lead times.
2005 - 2008
Operations Manager, Eli Lilly and Company - Indianapolis, IN
- Utilized Oncology therapeutic knowledge to provide medical leadership and coordinate team efforts with regulatory, legal and data management.
- Implement proper procedures for the receipt and stocking of incoming product on a daily basis.
- Leverage synergies among the project teams, promote best practice sharing and develop project management expertise among team members.
- Develop and deliver new hire training on CRM, reporting and account maintenance processes.
- Developed Key Performance Indicators to drive consistent sales behaviors across 6 diverse regions (10 countries).
- Review the warehouse records system and maintain accurate inventory by monitoring the cycle count process, factory returns procedures.
2004 - 2005
Transportation Manager, Stericycle - Indianapolis, IN
- Administer all Company policies and procedures, communicate to staff, interpret as necessary, and ensure compliance and safety.
- Conducted performance appraisals for 35 drivers and 12 warehouse personnel.
- Administered all Company policies and procedures, communicated to staff, interpreted, as necessary, and ensured compliance and safety.

Skills

QA
Sharepoint
Transportation Management System
Facilities Management
Management System
Account Management
Business Operations
Human Resources
Value Analysis
Performance Appraisals

Education

Bachelor's Degree, Business (1993 - 1996)
Strayer University
Washington,

Customer service director resume

Louis Gray

(390) 555-2979 | lgray@example.com

Hodgkins, IL | 77503 E. Evergreen Rd. - 39497

Work experience

2020 - Present
Customer Service Director, Walmart - Hodgkins, IL
- Cross-trained to provide support to cashiers, customer service desk, and sales floor.
- Hire, train, and terminate customer service agents Provide scripts to read from during phone calls.
- Comply with all company policies, procedures, standards of ethics, and integrity.
- Supervised front-end of the store including cashiers, service desk, cart pushers and door greeters.
- Combined years for Cash Office and Customer Service Manager because went right into CSM position from cash office position.
2010 - 2020
Senior Operations Manager, United Parcel Service - Hodgkins, IL
- Developed standard operating procedures for all administrative employees.
- Resigned in order to focus on studies - Customer Service focus: missing package resolution, miscellaneous concern resolution
- Organize and maintain records/filing of businesses Greet visitors or callers and handle their inquiries Complete forms in accordance with company procedures.
- Opened international cargo operations in the Dominican Republic which currently generates over $3 million revenue annually.
2003 - 2010
Project Manager, LAKEWOOD CARPENTRY SERV - DeKalb, IL
- Entered time sensitive project information into computer, and maintained correspondence logs utilizing Proliance (electronic project management software).
- Project Management of multi-million dollar projects for the Waster Resources Industry.
- Performed project management lead activities for new and existing system implementations and software upgrades.
1990 - 1994
Implementation Manager, COMSYS Information Technology Services - Colorado Springs, CO
- Provided integral evaluation and documentation to project management that insured minimal integration and impact of affected organizations.
- Led 12 to 15 system projects per year to better serve internal departments and external clients.
- Led and expanded ten-member cross-functional ERP super user team to includeinternational employees in Europe and Asia for improved 24-hour system coverage.
- Manage team of seven implementation specialists to install Eight ORACLE based standard and custom ERP modules in high security defense facility.

Skills

Customer Relations
Unix
Facility
Sigma
Procedures
ERP
Customer Feedback
Project Management
Business Development
Service Levels

Education

Master's Degree, Marketing (1994 - 1995)
Northern Illinois University
DeKalb,
Bachelor's Degree, Business (1979 - 1982)
Colorado Technical University
Colorado Springs,

Customer service director resume

Kimberly Harris

(890) 555-4740 | kharris@example.com

Miami, FL | 94133 S. Evergreen St. - 46199

Work experience

2016 - Present
Customer Service Director, Bed Bath & Beyond - Miami, FL
- Receive merchandise to be processed to sales floor.
- Train all new associates on bridal procedures, Customer Service/cashiering and sales floor.
- Assisted customers with store and product complaints and a firm knowing of product knowledge.
- Cover service desk, answer calls, process returns and exchanges.
- Processed phone orders and troubleshot customer complaints and delivery issues.
2013 - 2016
Contact Center Manager, Sears Holdings - Orlando, FL
- Established the "Safety Team" to provide guidance for OSHA and EPA regulations resulting in awards for workplace safety.
- Frequent communication with training team ensuring adherence to policies and procedures thereby improving overall performance and compliance with training curriculum.
- Answered incoming calls from Hometown Store owners and provided excellent customer service to stores.
- Balanced load opportunities between six call centers.
2011 - 2013
Customer Support Manager, AT&T - Birmingham, AL
- Measured and judged subordinates ability to resolve the customer's issues in a timely manner while offering excellent customer service.
- Developed and implemented center incentive programs to encourage a standard of exceptional customer interactions.
2001 - 2011
Business Operations Manager, United Parcel Service - Atlanta, GA
- Managed four direct reports, 4 administrative people, and 94 union and non-union employees.
- Manage and implement security and loss prevention procedures.
- Train, advice and counsel employees on work processes and procedures as well as company policies and methods.
- Managed a total of 10 direct reports, 100 drivers and two satellite centers.
- Decreased staff turnover and payroll expenses by hiring productive long term employees.
- Created guidelines, policies, and procedures adapted by all regional operations centers.

Skills

Quality Standards
Hardware
Procedures
Support Operations
Troubleshoot
Customer Retention
Information Technology
Customer Service Functions
CMS
Revenue Growth

Education

Associate's Degree, Business (1991 - 1993)
Central State University
Wilberforce,

Customer service director resume

James Scott

(350) 555-6340 | jscott@example.com

Columbia, SC | 24767 E. Cedar St. - 44159

Work experience

2018 - Present
Customer Service Director, Walmart - Columbia, SC
- Handled all incoming customer complaints and inquiries.
- Provided customer service by acknowledging the customer.
- Received, opened, unpacked and issued sales floor merchandise
2008 - 2018
Manager, Center Operations, The Home Depot - New York, NY
- Retail operations manager, with the responsibility to oversee the daily operations of a store with 20+ direct reports.
- Managed receiving and back-office procedures.
- Co-managed new store opening, including layout and technical infrastructure.
- Facilitate high volume unloading, repackaging, bulking, quality control, labeling, and shipping logistics functions.
- Documented process and procedures, evaluated systems, and implemented management operating system (MOS).
- Prepared program operating budgets, budget reports and other financial performance reports.
2003 - 2008
Call Center Manager, Bank of America - New York, NY
- Liaised with inter-company departments to develop operational procedures, contract service level agreements, and improve strategic relationships.
- Coordinated daily operations/ activities of 10 to 20 call center mortgage collections associates.
- Involved in employee selection, career development, succession planning and periodic training.
- Implemented new procedures due to changes within foreclosure, bankruptcy and REO.
- Designed and implemented new procedures due to changes in regulatory environment.
- Engage business partners through reporting to help drive efficiency and respond in a timely manner, as needs arise.

Skills

Direct Reports
Sigma
Site Operations
Quality Standards
Procedures
Ensure Service Levels
Capacity Planning
Performance Management
Call Centers
Problem Resolution

Education

Some College Courses, Business (1997 - 1997)
Liberty University
Lynchburg,

Customer service director resume

Gabriel Green

(370) 555-4075 | ggreen@example.com

Dallas, TX | 43919 W. Main St. - 23951

Work experience

2017 - Present
Customer Service Director, Walmart - Dallas, TX
- worked my way up to CSM within 2 or 3 months.
- Assisted with new store setup.
- Assisted loss prevention and assets recovery team with daily patrol of high crime areas throughout the store.
- Increased employee productivity emphasizing teamwork and streamlined communication.
- Evaluated, coached, and mentored cashiers and service desk associates yearly.
- Trained and oriented new staff members.
2016 - 2017
Customer Service Supervisor, Teleperformance - Columbus, OH
- Resolve customer complaints via phone, email, mail, or social media.
- Trained over 500 employees in customer service and customer retention.
- Manage team performance to ensure company goals are met.
- Averaged gain of 3 new accounts per year at approximately $25,000 per account.
2012 - 2016
Call Center Manager, Teleperformance - Columbus, OH
- Conducted management performance evaluations with unit supervisors, quality supervisor and workforce managements.
- Greet customer gather information, verify coverage and transfer call to the proper department to solve the issue.
- Assisted in the training of agents on providing excellent customer service to members enrolled into Prescription Drug Plans through United Healthcare.

Skills

Customer Complaints
Direct Reports
Business Development
Powerpoint
Project Management
Company Standards
Purchase Orders
Customer Service
Human Resources
Procedures

Education

Bachelor's Degree, Business (2003 - 2006)
Strayer University
Washington,

How to write a customer service director resume

Craft a resume summary statement

Your resume summary sums up your experience and skills, making it easy for hiring managers to understand your qualifications at a glance. Here are some tips to writing the most important 2-4 sentences of your resume:

Step 1: Mention your current job title or the role you're pursuing.

Step 2: Include your years of experience in customer service director-related roles. Consider adding relevant company and industry experience as relevant to the job listing.

Step 3: Highlight your greatest accomplishments. Here is your chance to make sure your biggest wins aren't buried in your resume.

Step 4: Again, keep it short. Your goal is to summarize your experience and highlight your accomplishments, not write a paragraph.

Hiring managers spend under a minute reviewing resumes on average. This means your summary needs to demonstrate your value quickly and show why you are the perfect fit for the customer service director position.

Please upload your resume so Zippia’s job hunt AI can draft a summary statement for you.

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List the right project manager skills

Many resumes are filtered out by hiring software before a human eye ever sees them. A robust Skills section can let recruiters (and bots) know you have the skills to do the job. Here is how to make the most of your skills section:

Look at the job listing and skills listed. You need to include the exact keywords from the job description to get your resume in front of an actual human. Do you have those skills? Fantastic! Be sure to list them.
Include as many relevant hard or technical customer service director skills as possible for each job you apply to.
Be specific with the skills you have and be sure you are using the most up to date and accurate terms.

These five steps should give you a strong elevator pitch and land you some customer service director interviews.

Here are example skills to include in your “Area of Expertise” on a customer service director resume:

Customer Satisfaction
Customer Support
Continuous Improvement
CRM
Project Management
Employee Development
Process Improvement
Service Delivery
Logistics
Sales Support

Direct Reports
KPIs
Performance Management
Human Resources
Performance Metrics
ISO
Customer Complaints
Post Sales
Customer Operations
Customer Care

Order Entry
Customer Feedback
Medicaid
Training Programs
EDI
ERP
Performance Reviews
Sigma
Customer Inquiries
Workforce Management

Zippia’s AI can customize your resume for you.

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How to structure your work experience

Your work experience should be structured:

With your most recent roles first, followed by earlier roles in reverse chronological order.
Job title, along with company name and location on the left.
Put the corresponding dates of employment on the left side.
Keep only relevant jobs on your work experience.

How to write customer service director experience bullet points

Remember, your resume is not a list of responsibilities or a job description. This is your chance to show why you're good at your job and what you accomplished.

Use the XYZ formula for your work experience bullet points. Here's how it works:

Use strong action verbs like Led, Built, or Optimized.
Follow up with numbers when possible to support your results. How much did performance improve? How much revenue did you drive?
Wrap it up by explaining the actions you took to achieve the result and how you made an impact.

This creates bullet points that read Achieved X, measured by Y, by doing Z.

Here are examples from great customer service director resumes:

Work history example #1

Customer Service Director

Fifth Third Bank

Handled with professionalism the complex consumer and business concerns to a positive resolution.
Ensured accuracy of daily cash receipts, bank reconciliation, and ADP payroll.
Received Outstanding Service Award for helping define operational procedures on a Fidelity Rollover Project coordinating the retail and institutional companies.
Facilitated communication between individuals and groups, set expectations, initiated activities and managed projects to completion.
Managed relationship with multiple staffing agencies with 50% temporary workforce.

Work history example #2

Sales And Operations Manager

National Oilwell Varco

Monitored and controlled expenses while preparing revenue forecasts and activity reports.
Spearheaded operational, fiscal, and contractual management through interdepartmental collaboration and client relationship management (CRM).
Managed repair and re-certification facility and worked to ensure prompt turnaround of all iron serviced.
Directed recruiting efforts for management positions in New Hampshire, Massachusetts and Rhode Island.
Created a web to lead into CRM tool which allowed us to measure, track, nurture leads.

Work history example #3

Call Center Manager

Bank of America

Liaised with inter-company departments to develop operational procedures, contract service level agreements, and improve strategic relationships.
Worked closely with Change Management to insure change windows & guidelines were closely adhered to.
Adopted the Six Sigma Management by Fact MBF Process to help identify any Performance gaps in the process.
Monitored communication between associates with foreclosure, litigation and mediation attorneys to oversee progress and minimize losses and legal risks.
Created multiple secure SharePoint sites that were used regularly by Bank of America and their vendors.

Work history example #4

Customer Service Director

Hertz

Cleaned and serviced site facilities to ensure professional appearance and positive customer service.
Developed value-added customer communications through process and business reviews, relationship-building, engagement planning and return-on-investment analysis.
Earned Six-Sigma Green Belt, and contributed to a project resulting in a 12% productivity improvement.
Assisted in the development of enterprise wide Common Process Matrix, standardizing best practices for PBMS at Liberty Mutual Agency Corporation.
Designed and deployed Associate-training programs for certification, payroll domain knowledge, compliance and operational processes.

Zippia’s AI can customize your resume for you.

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Add an education section to your resume

The education section should display your highest degree first.

Place your education section appropriately on your resume. If you graduated over 5 years ago, this section should be at the bottom of your resume. If you just graduated and lack relevant work experience, the education section should go to the top.

If you have a bachelor's or master's degree, do not list your high school education. If your graduation year is more than 15-20 years ago, it's better not to include dates in this section.

Here are some examples of good education entries from customer service director resumes:

Bachelor's Degree in business

Strayer University, Washington, DC

1993 - 1996

Master's Degree in marketing

Northern Illinois University, DeKalb, IL

1994 - 1995

Highlight your customer service director certifications on your resume

Certifications are a great way to showcase special expertise or niche skills. Some jobs even require certifications to be hired.

Include the full name of the certification, along with the name of the issuing organization and date of obtainment.

Here are some of the best certifications to have on customer service director resumes:

Certified Manager Certification (CM)
Six Sigma Green Belt
Certified Management Accountant (CMA)
Program Management Professional (PgMP)

Updated March 26, 2025

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