After-Sales Manager CV (ATS-Friendly) — Complete Guide

Lead after-sales operations using a KPI-first approach, typically spanning NPS, CSAT, First Contact Resolution (FCR), and SLA adherence. In your CV, include at least one quantified example per metric, such as lifting CSAT to 93% and improving FCR to 78% through better triage and knowledge-base accuracy. Show how you monitor service health in tools like Zendesk Explore or Salesforce Service Cloud reports, rather than only describing what you did. Where possible, add resolution performance such as MTTR reduction (for example, down 22% after fault-code standardisation).

Explain how you manage service throughput across channels (phone, email, live chat, and field escalation) using measurable volume targets. Include ticket volumes such as 3,000–4,000 tickets/month, backlog age (e.g., over-SLA items), and daily staffing coverage to demonstrate control. Describe your escalation loops with clear ownership rules, including how you coordinate with engineering, logistics, and approved partners when complex faults arise. If you used Jira Service Management or similar workflow tools, mention how you configured queues, tags, and priority rules to reduce handoff delays and improve first-time fix rates.

Demonstrate commercial and operational alignment by covering warranty and returns management alongside customer service outcomes. Use evidence such as improved warranty approval accuracy, reduced leakage, or faster return authorisation to protect margin while protecting customer experience. Where relevant, highlight spare parts performance, for example forecasting demand and improving availability to reduce repeat contacts. Mention how you worked with systems like Salesforce Service Cloud or ERP-integrated workflows to ensure correct part selection, RMA status accuracy, and complete case documentation for audits.

Show people leadership through coaching and performance management, including how you set targets by channel and skill level. Include specifics such as training plans, call/chat QA rubrics, and how you used root-cause analysis to improve recurring issues. Reference continuous improvement practices, for example running Lean-style problem solving sessions or using Six Sigma problem definitions to tackle chronic failure modes. If you hold relevant certifications (such as ITIL Foundation for service management), state how you applied them to incident/problem classification and service quality governance.