How to Present Your Contact Information
- Full name.
- Professional email address (avoid unprofessional ones).
- Link to your portfolio, LinkedIn, or relevant online profiles (if applicable).
- Phone number with a professional voicemail.
Accomplished Technical Support Manager with over 8 years of experience leading customer support teams in delivering superior service. Proven track record of reducing issue resolution time by 20% and improving customer satisfaction scores by 30%. Skilled in ITIL, strategic planning, and team development with a strong drive to achieve the overall organizational goals.
Technical Skills:
- ITIL Certification
- Customer Relationship Management (CRM) Systems
- Troubleshooting and Problem Solving
- Technical Documentation
Soft Skills:
- Leadership
- Communication
- Time Management
- Conflict Resolution
KPIs (Key Performance Indicators):
- Average Response Time
- First Call Resolution Rate
- Customer Satisfaction Score
OKRs (Objectives and Key Results):
- Improve First Call Resolution Rate by 10% within the next quarter
- Increase team productivity through enhanced training programs
- Elevate customer satisfaction ratings by introducing a proactive support system
List your experience in reverse chronological order. Focus on achievements, responsibilities, and quantifiable outcomes.
Right Example:
- Led a team of 15 technical support specialists, reducing average response time by 25% through streamlined processes.
- Implemented a new CRM system that improved customer satisfaction scores by 40% over two years.
- Developed a training program that increased team certification rates by 30%.
Wrong Example:
- Responsible for overseeing the support team.
- Improved a system to make customers happier.
- Did some training and certification programs.
