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Vice president customer services skills for your resume and career

Updated January 8, 2025
6 min read
Below we've compiled a list of the most critical vice president customer services skills. We ranked the top skills for vice presidents customer services based on the percentage of resumes they appeared on. For example, 14.1% of vice president customer services resumes contained customer satisfaction as a skill. Continue reading to find out what skills a vice president customer services needs to be successful in the workplace.

15 vice president customer services skills for your resume and career

1. Customer Satisfaction

Here's how vice presidents customer services use customer satisfaction:
  • Created job descriptions for each department to ensure accountability and reduce redundancy, resulting in improved interdepartmental communications and customer satisfaction.
  • Slashed incident cycle time 90% and improved customer satisfaction by devising cross-functional Systems Administration team and implementing issue prioritization systems.

2. Strategic Plan

Here's how vice presidents customer services use strategic plan:
  • Developed first sales strategic plan with road map that created a one-company, consumer-driven, customer-focused, cross-functional sales organization.
  • Coordinated all budgeting and strategic planning processes, monitored extensive consolidation effort to report savings and status to senior management.

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 vice presidents customer services use continuous improvement:
  • Integrated strategic management program and tools to improve process, reduce costs and identify opportunities for continuous improvement.
  • Introduced Total Quality Movement and Continuous Improvement.

4. Process Improvement

Here's how vice presidents customer services use process improvement:
  • Reduced budget by 25% through process improvements, cross-training initiatives and implementation of effective forecasting and scheduling models.
  • Recommended and implemented business process improvements through automated software solutions, while maintaining cost effective personalized services.

5. Product Development

Product development is the complete procedure of creating a product from concept until release of the final product. Product development has many stages after which a product is released into the market. Identifying the need, creating the opportunity, conceptualizing a product, and providing a solution, all are different stages of product development.

Here's how vice presidents customer services use product development:
  • Coordinated with internal marketing and product development groups to identify and institute methods to maximize client penetration of product offerings.
  • Led customer requirements gathering, product development tracking and documentation, and customer testing.

6. Customer Support

Here's how vice presidents customer services use customer support:
  • Consolidated, integrated, and aligned four customer support teams into a cohesive customer care organization.
  • Produced and maintained implementation and customer support methodologies, including all tools and supporting documentation.

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7. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how vice presidents customer services use customer care:
  • Led development team for new programs and corporate-wide Customer Care Community initiatives.
  • Established monitoring and training criteria to ensure quality customer care.

8. Shared Services

Here's how vice presidents customer services use shared services:
  • Managed a shared services team which is delivering critical business and technology services.
  • Served as liaison between Prepaid and our various First Data shared services partners.

9. Direct Reports

Here's how vice presidents customer services use direct reports:
  • Provided guidance and leadership to direct reports and ensured effective team environments through efficient leadership, motivational and organizational methods.
  • Developed, coached & mentored direct reports to deliver exceptional performance.

10. KPIs

Here's how vice presidents customer services use kpis:
  • Ensured successful delivery of customer experience programs and strategic business growth initiatives by exceeding KPIs and metrics.
  • Prepared annual operating budget of $350k, managed expenditures and analyzed variances using KPIs and CRM dashboards.

11. Account Management

The process of strengthening the relationship between a company and client is called account management. Effective account management has two key objectives, one is to retain loyal customers and the second one is to help the company grow by creating connections with new customers.

Here's how vice presidents customer services use account management:
  • Consolidated 5 Call Center operations into 2, while simultaneously implementing Account Management teams dedicated to providing faster client services.
  • Consolidate 17 city account management and service departments into one cohesive national team.

12. 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 vice presidents customer services use service delivery:
  • Disseminated information to other business units to build a foundation for cross-functional collaboration and promote a cohesive service delivery model.
  • Managed the service delivery organization consisting of design, purchasing, support, field implementation and project management.

13. Performance Metrics

Here's how vice presidents customer services use performance metrics:
  • Implemented an enterprise-wide CRM solution (Vantage) giving increase visibility into performance metrics in the support organization.
  • Quadrupled client business by coaching team to achieve top key performance metrics in sales per hour, quality, and ratings.

14. Call Center Management

Here's how vice presidents customer services use call center management:
  • Utilized all call center management tools, such as workforce management and call queue management systems.
  • Assisted Center Director to establish clear roles, direction, responsibilities, and performance requirements for the Call Center Management team.

15. Service Organization

Here's how vice presidents customer services use service organization:
  • Lead Customer Service organization and manage all customer facing operations, process and technology.
  • Created centralized customer service organization, standardized core processes, and implemented consistent metrics.
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List of vice president customer services skills to add to your resume

Vice president customer services skills

The most important skills for a vice president customer services resume and required skills for a vice president customer services to have include:

  • Customer Satisfaction
  • Strategic Plan
  • Continuous Improvement
  • Process Improvement
  • Product Development
  • Customer Support
  • Customer Care
  • Shared Services
  • Direct Reports
  • KPIs
  • Account Management
  • Service Delivery
  • Performance Metrics
  • Call Center Management
  • Service Organization
  • Logistics
  • Sigma
  • Human Resources
  • Customer Operations
  • Call Centers
  • SLA
  • Revenue Growth
  • Training Programs
  • Customer Retention
  • NPS
  • Business Development
  • IVR
  • ISO
  • Problem Resolution
  • Organizational Structure
  • Sales Support
  • Client Satisfaction
  • Net Promoter Score
  • Customer Issues
  • Strategic Direction
  • Performance Reviews
  • Cost Savings
  • Risk Management
  • Customer Relations
  • FTE
  • Professional Services
  • Sales Organization
  • Force Management
  • Customer Complaints
  • Incentive Programs
  • ERP
  • QA
  • Call Handling
  • Business Plan

Updated January 8, 2025

Zippia Research Team
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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