Service Operations Manager Resume Guide

Service operations managers are responsible for overseeing the daily operations of a company’s services. They ensure that customer service is up to standards, manage staff and resources, handle customer complaints and feedback, develop strategies to improve service delivery processes, and guarantee compliance with applicable laws.

You have the perfect combination of leadership and customer service skills for any operations management role. But to prove your worth, you must create a resume that stands out from the competition. Showcase your talents and make hiring managers take notice.

This guide will walk you through the entire process of creating a top-notch resume. We first show you a complete example and then break down what each resume section should look like.

The guide is divided into sections for your convenience. You can read it from beginning to end or use the table of contents below to jump to a specific part.

Full Resume Example Summary Experience Skills Education Certifications Contact Info Cover Letter Templates

Service Operations Manager Resume Sample

Percival Reilly
Service Operations Manager

[email protected]
398-862-2729
linkedin.com/in/percival-reilly

Summary

Committed service operations manager with 10+ years of experience in customer service, project management and risk assessment. Seeking to leverage expertise in creating a better quality of life for customers at ABC Company. At XYZ Corporation, successfully led the team that reduced client complaints by 20%, resulting in an 80% increase in customer satisfaction ratings. Skilled at identifying risks and developing strategies to mitigate them while also maintaining operational efficiency.

Experience

Service Operations Manager, Employer A
Spring Valley, Jan 2018 – Present

Mentored a team of 20 customer service representatives, providing feedbacks and guidance to enhance their performance; reduced complaint resolution time by 40% over 6 months.
Advised senior management on best practices for continuous improvement of operations processes in order to increase customer satisfaction; successfully improved the overall NPS rating from 63 to 81 within 4 weeks.
Represented the company at various industry events, such as trade shows and seminars, building long-term relationships with clients while proactively identifying new business opportunities worth $250K+ annually.
Optimized workflow across multiple teams through process reengineering techniques which resulted in an average decrease of 50 hours per month spent on administrative tasks for each department head involved.
Effectively managed resources allocation plans that ensured optimal staffing levels were maintained during peak seasons; achieved 95% success rate in meeting all SLAs throughout his tenure as Service Operations Manager.

Service Operations Manager, Employer B
Springfield, Mar 2012 – Dec 2017

Structured a comprehensive operational plan that enabled the organization to improve customer service, resulting in a 25% increase in client satisfaction ratings.
Expedited day-to-day activities of 50+ team members across multiple departments and ensured strict adherence to all policies and procedures; reduced response time by 20%.
Thoroughly assessed existing processes for deficiencies and identified areas of improvement; reorganized workflow systems which led to an 8% decrease in operating costs over 6 months.
Reorganized teams according to skill sets, providing appropriate training when needed, leading to a 10% improvement in overall productivity levels within 3 months’ time frame.
Coordinated with various stakeholders such as suppliers & vendors regarding stock availability & inventory management; successfully managed supply chain operations while reducing back orders by 30%.

Skills

Operations Management
Team Leadership
Process Improvement
Customer Satisfaction
Change Management
Contract Negotiation
Account Management
Contract Management
ITIL

Education

Bachelor of Science in Business Administration
Educational Institution XYZ
Nov 2011

Certifications

Certified Service Operations Manager
American Management Association
May 2017

1. Summary / Objective

The summary/objective at the top of your resume should be a concise and compelling statement that outlines why you are an ideal candidate for the service operations manager role. For example, you could mention how many years of experience in customer service or operations management you have, any relevant certifications or awards achieved, and how successful projects were completed under your leadership.

Below are some resume summary examples:

Well-rounded service operations manager with 7+ years of experience leading customer-facing teams in retail, hospitality, and logistics. Proven track record of success driving process improvement initiatives that boost performance while cutting costs. At XYZ Corp., developed a new system for tracking employee training progress which improved compliance by 17%. Looking to bring my skills to ABC Co. and help increase efficiency across the organization’s service operations.

Seasoned service operations manager with 10+ years of experience managing customer service teams and improving operational efficiency. At XYZ, led a team of 50 personnel responsible for providing quality support to customers across multiple channels (phone, email, chat). Improved overall customer satisfaction rate by 25%, reducing call handling time from 8 minutes to 3 minutes. Skilled in project management and problem-solving techniques that drive successful outcomes.

Talented service operations manager with 10+ years of experience in customer-facing roles. Proven ability to lead teams, manage operational processes and ensure quality service delivery that exceeds customers’ expectations. Currently leading a team of 20 agents at ABC Company for the past 5 years, where I have increased client satisfaction by 23%. Looking forward to leveraging my skills and knowledge as Service Operations Manager at XYZ Corporation.

Determined and experienced Service Operations Manager with 8+ years of experience in managing customer service operations. Skilled at analyzing data to identify trends and optimize process efficiencies. At XYZ, achieved a 40% increase in customer satisfaction ratings by introducing quality metrics into the service delivery processes. Adept at developing strategies for problem resolution and conflict management techniques.

Hard-working service operations manager with 8+ years of experience in customer-facing roles and 3+ managing teams. Skilled at driving KPIs, such as customer satisfaction rates and cost savings goals. At XYZ, increased team performance by 15% while reducing operational costs by 18%. Proven track record of building successful cross-functional relationships to ensure smooth execution of business objectives.

Detail-oriented service operations manager with 8+ years of experience developing and overseeing customer service processes. Proven track record in improving team efficiency, driving process excellence and mitigating risks within the organization. Seeking to join ABC Tech as a Service Operations Manager where I can utilize my expertise to build an effective team that will exceed customers’ expectations.

Accomplished service operations manager with 8+ years of experience managing and leading teams in the customer service sector. Proven track record for driving operational efficiency, improving customer satisfaction rates, and developing innovative solutions to streamline processes. Seeking a role at ABC Company to leverage my expertise in optimizing team performance and delivering quality services.

Energetic and results-driven service operations manager with 8+ years of experience overseeing customer support teams and developing process improvements. Aiming to leverage a track record of successful implementations to become the next Service Operations Manager at ABC Company. At XYZ, improved response time by an average of 20% and increased customer satisfaction scores from 73% to 89%.

2. Experience / Employment

The employment (or experience) section is where you provide details on your work history. It should be written in reverse chronological order, meaning that the most recent job goes at the top of this section.

When writing about what you did, stick to bullet points as much as possible; doing so makes it easier for a reader to take in all the information quickly and easily. You want to think carefully about each point and make sure there are quantifiable results included wherever possible.

For example, instead of saying “Managed operations,” you could say, “Successfully managed day-to-day operations of a 20+ person team with an average customer satisfaction rating increase from 82% to 92%.

To write effective bullet points, begin with a strong verb or adverb. Industry specific verbs to use are:

Other general verbs you can use are:

Achieved
Advised
Assessed
Compiled
Coordinated
Demonstrated
Developed
Expedited
Facilitated
Formulated
Improved
Introduced
Mentored
Optimized
Participated
Prepared
Presented
Reduced
Reorganized
Represented
Revised
Spearheaded
Streamlined
Structured
Utilized

Below are some example bullet points:

Achieved a 20% cost reduction in service operations by streamlining processes, training staff and optimizing inventory levels.
Presented detailed monthly reports on customer satisfaction ratings to senior management, highlighting areas of improvement that resulted in an 11% increase in overall customer experience scores.
Participated actively in the hiring process for new service personnel; trained and evaluated over 25 employees to ensure all job requirements were met while meeting set deadlines with minimal disruption to daily operations.
Facilitated successful collaborations between different departments within the organization as well as external vendors; improved communication channels resulting in faster resolution times for customers’ inquiries and complaints by 40%.
Accurately forecasted budget needs up to six months ahead based on historical data analysis combined with market trends research, allowing for better resource allocation decisions throughout the year without exceeding allocated funds.

Streamlined operations processes for a large-scale retail store, resulting in an 18% decrease in operational costs and improvement of customer service quality.
Assessed current operations procedures to identify areas for cost savings; implemented strategies that decreased personnel expenses by $4,500 per month.
Reduced average wait times at checkout lines from 15 minutes to 8 minutes through optimized staffing schedules and improved queue management systems.
Proficiently managed over 100 employees across multiple departments while ensuring compliance with all safety regulations & labor laws; received accolades from upper management on performance reviews every quarter without fail.
Formulated comprehensive training programs for new staff members which increased their overall productivity by 40%, leading to higher customer satisfaction ratings within the organization.

Compiled and analyzed extensive customer feedback to develop and implement service operations strategies that improved overall customer satisfaction ratings by 10%.
Prepared budgets, monitored expenses and managed the day-to-day activities of a team of 15+ personnel, ensuring quality control standards were met at all times.
Consistently demonstrated leadership ability while resolving conflicts between customers and staff in an efficient manner; minimized customer complaints by 25%.
Spearheaded several process improvement initiatives which resulted in a reduction of operational costs by 30%, as well as streamlining services delivery timeframes for enhanced productivity and efficiency gains.
Introduced digital technologies such as AI chat bots & automated ticketing systems to enhance the company’s Customer Service department, improving response rate by 40% compared with manual processes previously used.

Demonstrated effective leadership in managing a team of 30+ customer service representatives, resulting in an 18% increase in overall customer satisfaction ratings within the first year.
Developed and implemented comprehensive operational processes that increased efficiency by 25%, enabling the company to process orders with greater speed and accuracy.
Utilized KPIs to monitor performance levels across teams; identified areas for improvement and developed strategies that resulted in a 10% decrease in call handling time during peak hours.
Efficiently managed workloads among staff members by assigning tasks based on individual strengths, leading to improved employee morale and retention rates of over 95%.
Revised existing policies related to order processing, returns & refunds as well as product delivery timelines; reduced resolution times from 72 hours down to 48 hours or less for all queries received via email or phone calls.

3. Skills

Skill requirements will differ from employer to employer – this can easily be determined via the job advert. Organization ABC may require the candidate to be proficient in customer service and organization XYZ might need expertise in supply chain management.

It is essential to tailor your skills section of your resume for each job you are applying for due to the prevalence of applicant tracking systems (ATS). These computer programs scan resumes looking for certain keywords before passing them on to a human.

To ensure that ATS will pick up all relevant skills, list those specified by the employer as well as any related ones that you possess. Additionally, elaborate on some of these skills further down in other sections such as summary or experience.

Below is a list of common skills & terms:

Account Management
Building Automation
Business Analysis
Business Development
Business Process Improvement
Change Management
Coaching
Continuous Improvement
Contract Management
Contract Negotiation
Cross Functional Team Leadership
Customer Satisfaction
Data Center
Electricians
Energy Management
Engineering
HVAC
HVAC Controls
IT Management
IT Operations
IT Service Management
IT Strategy
ITIL
Incident Management
Integration
Lean Manufacturing
Managed Services
Manufacturing
Networking
Operations Management
Outsourcing
Process Improvement
Process Scheduler
Procurement
Product Development
Program Management
Project Delivery
Project Planning
Purchasing
SLA
Sales Operations
Service Delivery
Service Management
Stakeholder Management
Team Leadership
Team Management
Teamwork
Technical Support
Telecommunications
Time Management
Troubleshooting
Vendor Management

4. Education

Including an education section on your resume will depend on how far along you are in your career. If you just graduated and have little to no work experience, mention it below your resume objective. However, if you’ve been working as a service operations manager for years with plenty of responsibilities to showcase, omitting the education section is perfectly fine.

If an education section is included, try to mention courses and subjects related to the service operations management role that demonstrate knowledge relevant to the job requirements.

Bachelor of Science in Business Administration
Educational Institution XYZ
Nov 2011

5. Certifications

Certifications are a great way to demonstrate your expertise in a particular field. They show potential employers that you have taken the time and effort to become certified, which is an indication of dedication and commitment.

Including certifications on your resume can help you stand out from other applicants by showcasing your specialized knowledge and skillset. Be sure to list any relevant certifications for each job application so hiring managers know exactly what qualifications you possess.

Certified Service Operations Manager
American Management Association
May 2017

6. Contact Info

Your name should be the first thing a reader sees when viewing your resume, so ensure its positioning is prominent. Your phone number should be written in the most commonly used format in your country/city/state, and your email address should be professional.

You can also choose to include a link to your LinkedIn profile, personal website, or other online platforms relevant to your industry.

Finally, name your resume file appropriately to help hiring managers; for Percival Reilly, this would be Percival-Reilly-resume.pdf or Percival-Reilly-resume.docx.

7. Cover Letter

Cover letters provide an opportunity to express your personality, enthusiasm and qualifications in a way that resumes cannot. They are typically 2 to 4 paragraphs long and should be tailored specifically for the role you’re applying for.

Although cover letters aren’t always necessary when submitting job applications, writing one can give you an edge over other applicants by allowing recruiters to see who you really are as a professional. Investing time into creating a compelling letter is well worth it!

Below is an example cover letter:

Dear Dock,

I am writing to apply for the Service Operations Manager position at ABC Corporation. With more than 10 years of experience managing service operations in a variety of industries, I have the skills and knowledge necessary to help your company provide excellent customer service.

In my current role as Service Operations Manager at XYZ Company, I oversee a team of 50 customer service representatives who handle approximately 200,000 customer inquiries each month. I am responsible for ensuring that customers are satisfied with our products and services and that their needs are met in a timely and efficient manner. In addition, I work closely with other departments within the company to ensure that we are providing the best possible product or service to our customers.

Through my experience, I have developed strong leadership and problem-solving skills that will enable me to effectively manage your company’s service operations. In addition, I have a proven track record of meeting or exceeding customer satisfaction goals. My commitment to providing excellent customer service is evident in everything that I do, and I believe that this would be an asset to your organization.

I would welcome the opportunity to discuss how my experience could benefit your company as its next Service Operations Manager. Thank you for your time and consideration; please do not hesitate to contact me if you have any questions whatsoever.

Sincerely,

Percival