Example CV - Customer Service Centre Manager
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A NAME
123 A Road, An Area, A Town AB1 2CD
Home : (01234) 5678910 Mobile : (07123) 456789
A Customer Service Centre Manager with 17 years broad experience within XYZ Bank. Recent responsibilities and achievements have been concerned with managing 22 staff to provide a high quality service handling all back-office functions and customer enquiries for 25 retail branches. Previously responsible for ensuring the provision of efficient counter service within retail branches and the associated staff training and development.
CAREER HISTORY
2001 – 2005 XYZ BANK PLC
A major clearing bank providing a full range of retail banking and insurance products and services. Employees c. 10,000.
1998 – 2001 Manager, Customer Service Centre, Farnham
The Customer Service Centre was established in 1996 being one of 45 set-up throughout the country. Its primary purpose is to provide an administration and support function to 25 retail branches within Surrey.
This involves the handling of all routine back-office functions, such as documentation, telephone answering, cheque dealing, regular payments and responding to customer enquiries and requests for services.
Reported to the Regional Customer Service Centre Director with responsibilities for management, training and development of typically 25 staff and monitoring the quality of the total service provided.
ACHIEVEMENTS
Customer service standard target for 1998/9 was 99%. Performance achieved by Centre 99.20%. Annual telephone performance for 1998/99 achieved 99.77% against target of 95%. The measures monitor Centre performance in respect of timeliness, responsiveness, accuracy and control.
Introduced the resource management system at the Centre enabling the forecasting of work volumes to be matched to resources available, which resulted in increased productivity, i.e. staff numbers have reduced over a six-month period from 22 to 19 but productivity has been maintained at same level.
Launched a staff attitude survey at the Centre in 2000. Action plan produced by local team to address issues raised. Resulted in improvement to communication within the Centre by changing format/frequency of team meetings.
Implemented the customer care programme to provide a quality telephone service to our customers; success measured in feedback received from branches and from “Mystery Shopper” survey.
1997 – 1998 Assistant Manager, Customer Service Centre, Farnham
Reported to the Centre Manager with responsibility for the staff resources encompassing work schedules, time records and ensuring that all internal controls were implemented so that work was completed to high standard of accuracy in accordance with Bank procedures.
Conducted formal performance reviews of all direct reports and monitored the reviews of their staff to ensure standards were maintained.
ACHIEVEMENTS
Inspection of Centre conducted by auditors in 1998. Achieved score of 89% - standard being 80%.
Involved in establishment of Centre from Day One. Worked in conjunction with Manager in organising work areas to ensure effectiveness of Centre.
1995 – 1997 Branch Supervisor, Basingstoke
Reported to the Assistant Manager with responsibility for organising the branch to provide an excellent counter service to customers. Specifically undertook interviews for account opening and initial marketing.
Undertook training and development of staff to ensure their full competency in cashiering duties and was personally responsible for the balancing of tills and reconciliation of internal accounts.
1993 – 1995 Cashier, Various Branches
Reported to the Senior Cashier with general responsibilities for providing an excellent service to customers via both the counter and telephone.
Additionally accountable for balancing the till each day and being up-to-date with current bank products in order to assist with customer enquiries.
EDUCATION
1988 – 1993 Lowlands Comprehensive, Norwich 5 ‘O’ Levels
LEISURE ACTIVITIES
Active exercise, cooking, gardening
