JOHN

CLOSE

xxxx Clay St, San Francisco, CA 9411

(555) 555-5555,
johnclose@zendesk.com

PROFESSIONAL SUMMARY
Successful customer service management professional with almost five years of experience in
the industry. Accomplished in keeping teams on-target through effective training and quality
assurance procedures. Supports transparency with regular monitoring and routine audits. An
innovative leader with a history of increasing performance and customer satisfaction.
SKILLS

● Sales promotion ● Team building and ● Customer retention

training
● Performance ● Project management ● Report preparation
optimization
● Conflict management ● Empathy and patience ● Strong communication
skills

EXPERIENCE
Customer Service Supervisor January 2020 - April
Zendesk | San Francisco 2021
● Boosted customer satisfaction by addressing and providing swift resolution for escalated
complaints
● Improved customer service standards by assessing staff performance and offering
constructive feedback
● Accelerated team performance with skilled supervision, training, work direction, and
guidance for personnel
● Responded to customer queries across various channels and used communication and
problem-solving skills to identify issues and provide quick solutions, resulting in increased
customer retention
● Strengthened budget planning by contributing administrative expertise and operations
knowledge
● Supervised office, administrative, and customer service employees to verify adherence to
quality standards, deadlines, and proper procedures
● Resolved customer complaints and answered customer questions regarding policies and
procedures
Customer Service Representative September 2017 - December
Zendesk | San Francisco 2019
● Managed customer calls effectively and efficiently in a fast-paced call center environment
● Educated customers on promotions to enhance sales
● Compiled customer feedback and recommended improvements to management
● Managed customer inquiries, complaints, billing questions, payments, and service requests
● Supervised documentation for new sales, warranties, and service program sign-ups
● Completed inquiries and followed up with customers to share findings and offer solutions

EDUCATION
Bachelor’s Degree January
University of Texas at Austin 2016
Austin, TX

CERTIFICATIONS
Certified Customer Service Manager - CSIA  2017
MEMBERSHIPS
Customer Service Institute of America (CSIA)
National Customer Service Association (NCSA)

I am a strategic communications allrounder with experience in the newsroom, agencies and in-house, currently in
the music industry. As a leader, I am passionate about tackling challenges head on, collaboration and helping
others around me find purpose in what they do. I have experience working on projects across a range of industries
including music & lifestyle, technology, infrastructure, healthcare, tourism, and urban planning.

Nashville native now based in Singapore as Manager of Group & Brand Strategy for BandLab Technologies, a
collective of global music Brand’s with a vision to connect the world of music. Our group spans four segments:
digital, manufacturing, media and retail and includes popular music brands BandLab, MONO, Harmony Guitars,
Heritage Guitars, Teisco, NME, Guitar.com, MusicTech, Uncut, lab.fm, Well Played Gear and Swee Lee.

Head of Group and Brand Strategy globally for BandLab Technologies - a house of music brands with a vision to
connect the world of music. Our company integrates the physical, digital and social supply chain, to enable better
experiences, opportunities, and connections for all music lovers, and includes popular music brands BandLab, NME,
Harmony Guitars, MONO, Heritage Guitars, Teisco, Guitar.com, MusicTech, Uncut and Swee Lee.

Responsible for the day-to-day critical response and planning in support of the Live service for
Warframe. Live service involves the cross-collaboration between Development, Community,
Marketing and Customer Support.