NOOR MANSOUR
Customer Service Manager
Tampa, FL · n.mansour@email.com · (555) 891-2345
Summary
Customer service manager with 9 years leading contact center teams of up to 25 agents. Improved team CSAT from 82% to 94% and cut average handle time 18% while managing a $1.5M annual operating budget.
Experience
Customer Service Manager · Verizon
2020 - Present
- Lead a team of 25 customer service agents, raising CSAT from 82% to 94% in two years
- Cut average handle time 18% by redesigning call scripts and coaching workflows
- Manage a $1.5M annual operating budget and reduced cost-per-contact 12%
- Maintain Zendesk macros and QA scorecards that moved quality audit pass rates 78% to 93%
Customer Service Team Lead · AT&T
2016 - 2020
- Supervised 12 agents, reducing new-hire ramp time from 8 to 5 weeks through a revamped training program
- Handled Tier 3 escalations, resolving 98% without VP-level involvement
- Ran weekly one-on-one coaching for 12 agents, cutting voluntary attrition from 31% to 14%
Customer Service Representative · Sprint
2013 - 2016
- Handled 70+ inbound billing and technical calls daily with a 95% first-contact resolution rate
- Maintained a 4.8 of 5 post-call survey score across 3 consecutive years
- Documented every interaction in Salesforce, keeping case notes 100% audit-compliant
Education
B.S. Business Management — University of South Florida · 2016
Skills
Team Leadership, Workforce Management, CSAT, KPI Management, Coaching, Escalation Management, Budget Management, Zendesk QA, Call Center Operations, Performance Reviews
Certifications
Certified Customer Experience Professional (CCXP), CXPA
SHRM-CP, Society for Human Resource Management
Certified Six Sigma Green Belt (CSSGB), ASQ
Key Achievements
Named Verizon Southeast Region Manager of the Year, 2023
Led the site with the highest CSAT of 9 Florida contact centers, 2022 and 2023
