Senior Manager, Customer Service Cover Letter

I submit this application to express my sincere interest in the senior manager, customer service position.

In my previous role, I was responsible for day to day people management which includes administrative (time ad expense approvals), alignment of resources to demands of projects, recruiting, and training.

I reviewed the requirements of the job opening and I believe my candidacy is an excellent fit for this position. Some of the key requirements that I have extensive experience with include:

• Point of view on how great service is developed in a contact center
• Customer Relationship Management (CRM) and knowledge of how Phone, Chat and Email channels operate in a contact center environment
• Experience in managing outsourced contact center operations
• Knowledge of other internal business groups preferred
• Frontline field or Operational experience preferred
• Operational Customer Service experience is essential at Head of/Manager level
• Proven experience of budget compliance and evidence of commercial aptitude in driving savings and efficiency
• Strong planning and organisational skills attention to detail

Please consider me for the senior manager, customer service opportunity. I am including my resume that lists my qualifications and experience.

In the previous role, I was responsible for leadership and direction to a team of quality professionals including hiring, training, coaching and personnel development.

Please consider my experience and qualifications for this position:

• Operations experience, eCommerce or retail background strongly preferred
• Advanced technical proficiency using various call center platforms with functionality including Customer Relationships System (CRM), Knowledge Management tools, Automated Call Distribution (ACD), Live Chat, Self Service Tools, Conditional Call Routing, and Call Queuing strongly preferred
• Relevant experience in the use of customer relationship system and knowledge management tools, data capture and reporting mechanisms such as speech or text analytics, ticket category reporting, call center service levels reporting, CSAT & channel reporting
• Able to work varied schedule, including 24 x 7 on call, weekends and holidays
• Skilled in using Microsoft Office to include Word, Excel, PowerPoint
• Strong technical acumen with a comprehensive understanding of systems business logic and how American’s systems interact with each other
• Outstanding analytical capabilities, including the application of quantitative reasoning to resolve complex problems
• Strong verbal and written communication abilities to simplify complex topics for broad audiences and to engage and influence senior executives

I submit this application to express my sincere interest in the senior manager, customer service position.

In my previous role, I was responsible for leadership to strengthen the accounting operations team with a commitment to recruiting, training and mentoring of staff.

Please consider my experience and qualifications for this position:

• A strategic thinker with strong analytical skills who will rely on relevant data to find solutions
• Requires directly relevant experience in the domains of Customer Engagement or Customer Service applications
• Experience in working with Customers, Field, and Engineering
• Excellent analytical capabilities and solutions-like thinking
• Lead efforts for Customer Service Replatform project for all streams of work requiring strategic or organizational communications
• Establish communication protocols in a manner that assures that information is widely shared and distributed via a wide variety of communication methods and tools and in adherence to company policies and procedures
• Establish and maintain an internal and centralized team communication repository that maintains records of all communication materials distributed and allows for the review and use by team members
• Participate in leadership engagements to identify critical requirements for communications and strategies for communication deployment that compliment project and organizational leadership and communication plans

I would like to submit my application for the senior manager, customer service opening. Please accept this letter and the attached resume.

Previously, I was responsible for leadership to a team of support resources accountable for timely, high quality service delivery across Global and Corporate IT functions.

My experience is an excellent fit for the list of requirements in this job:

• Understand the project goals and objectives from leadership and able to translate those ideas through effective communication strategy and materials that will need to be able to be consumed by different audiences
• Has broad, high-level “project management” competencies, with responsibility over multiple functions
• Projects are long term in nature and typically have major impact on key business unit and Company objectives
• Identifies and manages resolution of unusually complex issues
• Experience developing and delivering recommendations and presentations to diverse audiences and fostering clear communication in both written and verbal formats
• Leadership skills in overseeing people and projects, including proofreading to ensure materials are of the highest quality
• Experience with managing communications for large scale software implementations
• Fully understands call center operations, service levels and success metrics

I submit this application to express my sincere interest in the senior manager, customer service position.

In the previous role, I was responsible for quality telephone and email support with a high degree of customer service, expertise and timeliness, focusing on order management functions.

My experience is an excellent fit for the list of requirements in this job:

• Hands on knowledge of the implementation of satellite based networks
• Previous experience in managing and executing to P&L Budget
• Knowledge of satellite industry and enterprise networks
• Hands on knowledge of the implementation of satellite based networks is strongly desirable
• Exposure to all aspects of the CV Lifecycle offering (Aftersales, Finance, Logistics and Vehicle specifications
• CV Sales & Marketing Industry knowledge
• Knowledge and understanding of relevant South African Legislation will be advantageous
• Project, Product and Strategic Management