Customer service manager with 11 years in contact centers, leading 46 agents for a home appliance retailer. Raised CSAT from 81% to 89% and cut average speed of answer from 3:10 to 1:05 in 18 months. Runs a tight QA and coaching program and manages a $3.1M labor budget.
Experience
Customer Service Manager, Bellwether Home Appliances (Columbus, OH)
Jun 2021 – Present
Lead 4 supervisors and 46 agents handling 38,000 phone, chat and email contacts a month for orders, delivery and warranty service
Raised CSAT from 81% to 89% and cut average speed of answer from 3:10 to 1:05 in 18 months
Rebuilt the QA scorecard and coaching cadence in NICE CXone, lifting quality scores by 9 points
Manage a $3.1M annual labor budget and plan seasonal hiring with workforce management
Customer Service Supervisor, Riverbend Office Supply (Dayton, OH)
Apr 2017 – May 2021
Supervised 14 agents supporting B2B order and invoice questions
Cut backorder complaints 22% by building a daily stock alert process with logistics
Customer Service Representative, Riverbend Office Supply (Dayton, OH)
Aug 2015 – Mar 2017
Handled 70 calls a day and was promoted after 20 months
Education
B.A. in Business Administration, Ohio Heartland University (Sep 2011 – May 2015)
A strong Customer Service Manager resume shows quota attainment, deal size, and the customer outcomes you delivered. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
Sections, in order
Summary
Experience
Skills
Education
Length: Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Summary: Lead with your leadership scope and the business outcomes you are known for.
Skills to feature
Prospecting
Discovery and qualification
Negotiation
Pipeline management
CRM (Salesforce, HubSpot)
Account management
Customer onboarding
Renewals and expansion
Product demos
Customer empathy
Example bullet points
Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps
Built an outbound sequence for mid-market accounts that booked 60 qualified meetings a quarter
Raised CSAT from 86% to 94% by introducing tiered routing and a 24-hour follow-up standard
Tips from recruiters
Put quota attainment and ranking in the first bullet of every sales role.
State deal size and sales cycle so readers understand the segment you sell into.
For support roles, show volume handled alongside quality metrics such as CSAT.
Recommended templates
Modern (ATS-friendly): Clean single column with accent headings and rules
Classic (ATS-friendly): Jake's-style LaTeX classic: small caps and hairline rules
Ledger (ATS-friendly): moderncv banking: accent name, bold dates on the right
Customer Service Manager resume FAQ
What should a Customer Service Manager resume include?
A Customer Service Manager resume should show quota attainment, deal size, and the customer outcomes you delivered. Use these sections in this order: Summary, Experience, Skills and Education. Show the organization you ran (team size, budget, revenue) and the business results you are accountable for.
What is the best resume template for a Customer Service Manager?
Modern, Classic and Ledger work well for Customer Service Manager roles. They are single-column with standard headings, so applicant tracking systems (ATS) parse them reliably.
How long should a Customer Service Manager resume be?
Two pages are common for leadership roles; keep the first page strong enough to stand alone.
Which skills should a Customer Service Manager put on a resume?
Prioritize the skills named in the job posting. Common ones for Customer Service Manager roles are Prospecting, Discovery and qualification, Negotiation, Pipeline management, CRM (Salesforce, HubSpot) and Account management.
How do I write strong Customer Service Manager resume bullet points?
Start with an action verb, say what you did, and end with a measurable result such as quota attainment, ARR closed and win rate. For example: "Closed $2.4M in new ARR in FY24, reaching 132% of quota and ranking #2 of 18 reps."