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Customer service director skills for your resume and career

Updated January 8, 2025

5 min read

Customer service director example skills

Below we've compiled a list of the most critical customer service director skills. We ranked the top skills for customer service directors based on the percentage of resumes they appeared on. For example, 13.6% of customer service director resumes contained customer satisfaction as a skill. Continue reading to find out what skills a customer service director needs to be successful in the workplace.

15 customer service director skills for your resume and career

1. Customer Satisfaction

Here's how customer service directors use customer satisfaction:

Implement processes that significantly improved customer satisfaction results from mid-70 s satisfaction rating to a sustained 91% customer satisfaction rating.
Increase customer satisfaction 30% over 3 year period Implemented comprehensive customer satisfaction program Managed/trained 5000 employees on new customer satisfaction program

2. Customer Support

Here's how customer service directors use customer support:

Provided strategic direction and managed the overall performance of a world-wide customer support organization including both support centers and on-site engineers.
Monitored customer support calls to assess response quality and ensure compliance with company policy and procedures.

3. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how customer service directors use continuous improvement:

Developed and implemented internal Operational Excellence, Continuous Improvement and Employee Recognition Programs, encouraging competitive efficiency and improving personnel morale.
Established and developed a culture of customer service excellence and donor satisfaction to include measurement and continuous improvement.

4. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how customer service directors use crm:

Developed productive relationships with CRM (customer relationship management) administrator to continually improve operating environment and experience for CSR teammates.
Developed and implemented an outsourced state-of-the-art customer service function supporting all products worldwide via a Web-based CRM solution.

5. Project Management

Here's how customer service directors use project management:

Provide leadership and project management for strategic initiatives involving system and process design that resulted in improved productivity and efficiency.
Leveraged extensive technical experience and highly detailed project management & coordination with numerous entities across the country.

6. Employee Development

Here's how customer service directors use employee development:

Strengthened department leadership team by integrating strong mentoring and coaching elements into new employee development.
Focused on employee development and morale, reducing employee turnover, improving employee engagement, and reducing operating expenses.

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7. Process Improvement

Here's how customer service directors use process improvement:

Collaborated with vendor responsible for front end scanning process to implement process improvements resulting in improved turnaround time and increased accuracy.
Experience included 2 years of Credit Manager responsibility and 1 year of quality improvement team training and process improvement project facilitation.

8. Service Delivery

Service delivery means, having any contact with the public administration during which customers including citizens, residents, or firms, require or give data, handle their problems and perform their duties.

Here's how customer service directors use service delivery:

Provided vision and leadership for service delivery for customers, strategic planning and partnership development.
Initiated the Customer Services Council to coordinate the service delivery of all national support managers around the world for all products.

9. Logistics

Logistics is a complete organization and implementation of a problem. Logistics are often considered in a complex business operation, as some works need detailed plannings. Logistics are also used in military action.

Here's how customer service directors use logistics:

Managed domestic and international logistics operations for a plastics manufacturer with 4 warehouses, 2 manufacturing plants and 5 third-party warehouses.
Developed standard of operations and performance for Logistics team supporting $600M business in highly-regulated, HIPAA-controlled medical device environment.

10. Sales Support

Sales support refers to a variety of functions that help sales reps focus on selling and closing deals. Sales support performs a variety of tasks that result in faster sales cycles, lower costs, and higher revenue. Sales support tasks include interviewing and tracking sales leads, matching offers to sales packages, monitoring sales and sales team performance, collecting sales data, providing training and customer service, and managing customers.

Here's how customer service directors use sales support:

Initialized company s first dedicated VOC customer service function, IP phone system, messaging and 24-hour service and sales support.
Included: telemarketing manager, sales support, customer service trainer and trainer and management of 70 person training force.

11. Direct Reports

Here's how customer service directors use direct reports:

Maintained the overall service quality for all direct/indirect reports.
Direct reports included Directors and Divisional Vice President.

12. KPIs

Here's how customer service directors use kpis:

Managed basic call center KPIs as well as worked closely with sales related to new promotions and issues.
Developed and implemented a new Career Path Program and new Incentive program that included major company KPIs.

13. Performance Management

Here's how customer service directors use performance management:

Conducted monthly service goals and implemented service / customer activity reporting, driving performance management process and improving productivity.
Collaborated across the call center network and leveraged resources to deliver optimal service level agreements and performance management processes.

14. Human Resources

Human resources is a set of people in a business or a corporation that are designated to locate, interview, and recruit new employees into the company. They are also responsible to maintain the integrity of the employees and help them sort their problems out. They try to introduce and manage employee-benefit programs.

Here's how customer service directors use human resources:

Partner with Human Resources and Management team to develop and implement policies and programs to support the Company's business strategies.
Directed all human resources, scheduling, productivity and credit card processing as well as revenue reporting.

15. Performance Metrics

Here's how customer service directors use performance metrics:

Developed and tracked key performance metrics pertinent to Operations and issued monthly reports to Management highlighting and analyzing KPI exceptions.
Championed updated technology that established performance metrics, improved employee coaching, and increased morale.

5 Customer Service Director resume examples

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List of customer service director skills to add to your resume

The most important skills for a customer service director resume and required skills for a customer service director to have include:

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
Problem Resolution
Order Processing
Net Promoter Score
Customer Issues

Business Development
Customer Service Organization
Customer Retention
Customer Service Functions
SLA
Business Processes
QA
Client Satisfaction
Call Center Management
Customer Relations
Customer Accounts
Customer Orders
Inbound Calls
Strategic Direction
IVR
Cost Savings

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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