Customer Care Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the customer care job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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A Weimann

Alden

Weimann

91692 Giovanny Groves

San Francisco

+1 (555) 673 9129

91692 Giovanny Groves

San Francisco

Phone

p +1 (555) 673 9129

Experience Experience

San Francisco, CA

Customer Care

San Francisco, CA

Daugherty-Brekke

San Francisco, CA

Customer Care

Align with Global Customer Care Manager, Global Product Line Manager and Regional Sales Manager(s) to develop and grow the SF&DS aftermarket business in NA
Manage all customer satisfaction initiatives and feedback, and develop strategies, actions and/or activities to improve
Provide assistance to Territory Managers and other employees on matters pertaining to customer care
Communicate any escalated customer concerns to the Account Management team and work together to mitigate any customer attrition
Individual Performance Management,
Your independent work ethic and commitment to providing exceptional customer service will ensure you success in this exciting role
Work with outside agencies on delinquent placement accounts

Philadelphia, PA

Customer Care Analyst

Philadelphia, PA

Price Group

Philadelphia, PA

Customer Care Analyst

Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update management
Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update mgt
Liaises with all coaches to provide coaching support for the transfer of learning from classroom (workshops) to work place
Provide training at Provider Training Seminars, Webinars, Workshops
Provide assistance to Workday Support Product Analysts by doing analysis and research
Provides assistance, training and troubleshooting support to lower level staff
Develops and reviews provider communications

present

Dallas, TX

Customer Care Team Leader

Dallas, TX

Roberts Group

present

Dallas, TX

Customer Care Team Leader

present

Lead, support and develop a direct team
Improve knowledge of outsourced business partner, to deliver enhanced SLA’s
You will work with your colleagues across Customer Care to identify and highlight trends in any customer queries
Act as an escalation point for your team on unresolved customer issues and flag business and potentially contentious issues to senior management
Conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis
Oversee operations to ensure that the daily qualitative and quantitative goals of the organization are met. Includes assigning work, monitoring and reviewing progress and accuracy of work, training, directing efforts and providing technical guidance on complex issues
Conduct and document effective monthly and annual performance reviews with your team

Education Education

Bachelor’s Degree in Business

Duke University

Bachelor’s Degree in Business

Skills Skills

The ability to work from home
Able to start work immediately
Maintaining extensive product and fit knowledge
Resolving customer issues as quickly and efficiently as possible
Good interpersonal and communication skills
Able to communication in English and Bahasa Malaysia
Serving as the brand ambassador to ensure all customers receive the highest level of service at every point of interaction
Familiarity with ticket or case management systems (Zendesk)
Experience with 3D modeling, printing and digital fabrication
Please note this position is based out of our Somerville, MA office

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15 Customer Care resume templates

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Customer Care Knowledge Management Lead Resume Examples & Samples

5 + years’ experience in Customer Care
5+ years in Banking and or Credit Card/Lending
Experience leading large or complex projects across many different disciplines
Demonstrates excellent analytical and logical thinking
Proven creative problem solver; ability to champion change and influence people to adopt new ways of performing work; Demonstrated effectiveness in interpersonal and verbal and written communication skills interfacing with management and with external suppliers

VP Customer Care / Sales & Service Operations Resume Examples & Samples

Provide strategic direction and leadership to the Sales and Customer Service organization at HSN; will be also be responsible for aligning and working collaboratively to set strategic short and long term vision and solutions for HSNi
Develop and execute short term and long term workforce strategy with strong knowledge and understanding of all key metrics that drive service levels, workforce solutions and financials
Work closely with HR team on staffing needs and driving to both short and long term solutions
Work closely with IT in the development of technology needs from network to application software. Responsible for development and flawless implementation. Leverage technological capabilities to the fullest extent possible in support of delivering a best in class customer experience
Lead all operating and capital expense budgets; work with all call center leaders and finance partners to build and deliver on financials
Ability to present to senior leadership and articulate strategic vision and plans
Provide strategic direction and leadership for the remote and internal support operations encompassing areas such as customer satisfaction, quality assurance, employee engagement, and performance management
Partner with other customer care departments to maximize utilization of all resources in order to achieve service level goals across all queues
Manage the SSC performance while being a collaborator as well as driver of achieving the forecasted metrics
Oversee Command Center as well as Reporting
Cultivate an environment that encourages maximum productivity and selling effectiveness, personal growth and development, open communications and teamwork
Provide leadership and coaching to team members through modeling and coaching to maximize performance
Display genuine interest and respect for people and their concerns. Drive improvement in employee engagement as measured by HSN Connect process
Partner with Performance Support Services to identify and action training needs and quality improvement opportunities. Insure appropriate new product and policy/procedure training is done in a timely manner and communicated to all necessary team members
Recommend new approaches, policies and procedures to effect continual improvements in the efficiency and effectiveness of the department and services performed. Support and champion organizational change initiatives
Facilitate collaborative problem solving strategies to resolve issues through effective communication with all levels of internal customers with success translating into improvement in external customer first call resolution rate
Bachelor’s degree in business or related field
Desired 8-10 years overall customer service / contact center experience
Desired 5 years contact center experience in a leadership role
Leadership Skills – Demonstrated ability at building talent pools, engaging and inspiring people, setting / achieving high performance standards and championing change. Strong motivation skills leveraging a management-by-example process. Strong interpersonal skills and proven ability to work with all levels of employees
Thinking and Administrative Skills - Solid analytical and problem solving skills. Ability to analyze trends and suggest solutions to challenges. Proven project management skills
Organization Strategy Skills - Ability to identify and meet/exceed customer needs, anticipate future needs
Motivation Skills - History of achieving aggressive organizational goals and objectives, conveying sense of urgency while moving beyond challenges and obstacles
Communication Skills - Refined written and verbal communication skills. Ability to foster open communications, listen effectively and build strong partnership networks
Technological Competence -Extensive knowledge of call center technology and the ability to leverage such tools to improve the customer and employee experience
Strong computer/systems skills. Ability to utilize standard software applications to include MS Office suite

Customer Care & Consumer Products Coordinator Resume Examples & Samples

Ability to travel and work variety of days/hours including periodic weekend coverage
Strong proficiency in or ability to learn complex systems (SAP, Salesforce, CRM, HTML, Excel, PowerPoint, OPA, AtTask)
Strong avidity for Customer Service approach in all interactions
Superior interpersonal and communication skills (written and verbal)
Detail oriented with strong analytical skills and the ability to multi-task
Self-motivated and flexible
Strong sports avidity around major sports and associated fantasy games

Customer Care Team Manager Resume Examples & Samples

Manage daily staffing and workflow, and ensure adherence to department quantity and quality standards
Day to day decisions are generally made without seeking higher authority
Has intensive interaction with subordinates through coaching and mentoring
Has an impact on the success of the functional area

Customer Care & Insights Manager Resume Examples & Samples

Review and approve of vendor administration, charges, and costs
Create and present reports and recommendations based on customer feedback analysis, trends, and insights
Coordinate with product, engineering, programming, and tech operations teams to identify, triage, and resolve customer-impacting issues
Work with internal Affiliate Sales and Marketing (ASM) team to support new MVPD launches
Develop and communicate escalation processes and paths with our MVPD partners
Establish key points of customer support contacts across MVPDs
2+ years managing a customer service center or vendor
Demonstrated track record managing a diverse array of projects concurrently
Knowledge of Zendesk or similar SAAS ticketing system
Ability to have on-call availability
Experience working at a video player or digital media business
Experience publishing content via a Content Management System

CTL Loan Servicing Customer Care Representatives Resume Examples & Samples

Answer incoming calls from CTL clients and document system (Strategy, Call Type Database, Marketing Lead system)
Provide positive and professional service with emphasis on one call resolution where possible while maintaining average handle time expectations
Generate leads for new loans from incoming calls, take marketing leads and complete lead Tracker, encourage callers to sign up for AutoPay (automatic payment draft)
Clearly and accurately explain all aspects of ARMs, Escrows, Escrow Analyses, Loan Documents, Loan Histories, Payoffs, Prepayment Premiums, etc
Accept and process PayConnexion transactions (pay by phone)
Complete transaction forms to correct cash transactions and waive fees according to investor and company guidelines
Complete tickets to obtain in-depth information and research required from appropriate support departments
Process returned mail and quality check mailing address changes
Perform additional duties as requested by Manager or Specialist
2-3 years call center experience in mortgage loan environment
Excellent customer service skills with clear and positive telephone manner
Must have strong written and accurate keyboarding skills
Complete understanding of mortgage mathematics and mortgage mechanics (amortization, payment application, ARM adjustments , prepayment charges, late charges, etc)
Self-driven, eager to learn
High School Diploma or equivalent required (some college preferred)

Elavon VP of Customer Care Resume Examples & Samples

10+ years’ experience in call center environment
Industry & technical knowledge of contact center
People Management
Managing and Improving Process
Excellent Communication skills

Customer Care Development Program Resume Examples & Samples

Bachelor’s degree in Business Administration, Communications, Finance, Accounting, Management, Marketing, Economics or other related fields
Excellent academic record, 3.0 GPA or greater
Senior graduating December 2014 – June 2015; or recent college graduates
Achievement and demonstrated leadership skills in non-academic pursuits
Demonstrated Problem solving in non-academic pursuits
Ability to establish rapport and actively listen through strong communication skills
Ability to work in teams and collaborate with diverse groups
Ability to work & continuously learn in a face-paced & dynamic environment
Experience working in a Retail environment preferred
Technical skills and comfort in learning and using new technology
High ethical standards
Must have U.S. Citizenship or Permanent Residency Visa

Global Customer Care Cross Functional Architect Resume Examples & Samples

Design overall technology architecture for the support business and be able to gain consensus on this design between SDA domain leads, domain architects, IT and business leaders
Ability to link multiple project teams together to ensure a common roadmap and service systems architecture is employed
Follow Business Architecture Process Methodology on a project by project basis to support all plan of record projects
Engage IT on solution architecture and design
Manage the technology portfolio and roadmap for each domain
Work hand in hand with domain leads within the SDA group in order to contribute to process consolidation and reengineering activities for the customer service organization as it relates to the definition and usage of technology
Conduct industry architecture and tools benchmarking specific to the support business
Lead vendor and tools evaluation and selection when appropriate
Perform detailed business analysis to formulate business/technical requirements and subsequently identify, investigate and recommend technology capabilities and innovative solutions that address business objectives
Represent the interests of the support function in the definition and design of the delivered solutions
Ensure all technology solutions align with Assisted, Front End, Back End, Web and pan-HP systems architecture roadmaps
5 to 7 years in process reengineering and systems delivery related positions required
Three to five years of Customer service experience required
Management/IT consulting experience preferred
CRM Service application experience preferred (Salesforce.com)
Field Service Management application experience preferred
Web site development experience preferred
Knowledge Management system application experience preferred

Customer Care Voice Senior Rep Resume Examples & Samples

Maintains appropriate records and performs related administrative and clerical functions. Uses computerized system for tracking, information gathering, and/or troubleshooting
Candidates must have at least 1 year international call center experience handling a Customer Service account for a minimum of 6 months
Able to deal with high stress situations
Flexible and strong ability to multitask

Customer Care Voice Supervisor Resume Examples & Samples

Lead a team of 25 to 35 call center associates and meet the client goals & SLAs
Builds strong relationships with customers and across work areas to improve services and ensure service levels are being met
May contribute to financial and resource planning of the team. Leads team in the achievement of project milestones and department objectives
Oversee preparation of daily / weekly and Monthly reports
Handle Client Communication
Act as a role model, coaching/mentoring members of the team and ensuring Client service delivery
Set clear Objectives to the team and Manage performance review in a timely manner

Customer Care Voice Senior Representative Resume Examples & Samples

Performs outbound calls to US Healthcare Insurance companies to ensure collection of outstanding account balance
Maintains database/systems by entering, updating, and retrieving data, as well as formatting and generating reports
Assists in resolution of outstanding balance problems from past due accounts

Customer Care Voice Senior Representative Resume Examples & Samples

Responds to inquiries or complaints received through phone and/or email with customers
Serves as liaison between customers and various company departments
Researches customer requests, analyzes customer needs, communicates professionally in written format, processes any approved payments to the customer and maintains daily log tracking sheets
Undergraduates are open to apply, no Call Center experience needed
Candidates with previous customer service experience in the call center industry is a plus
Strong verbal and written English communication skills
Willing to work in shifting schedules

Customer Care Analyst Secure Works Resume Examples & Samples

Work in a shift-based schedule within a 24X7 Security Operations Center
Take ownership of, triage, and update tickets generated by a CRM ticketing system including English to Japanese translation assistance
Take ownership of and troubleshoot alerts generated by the health monitoring system. Alerts can be related to unreachable devices, devices not reporting events, and miscellaneous hardware and software failures
Resolve problems introduced into client networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs
Respond to inbound phone and electronic requests for technical assistance with Dell SecureWorks services
Respond to Portal or report generation assistance or requests and translate into Japanese language
Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction. Assess and escalate to next level as needed. Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers on a daily basis
Meet service level agreements regarding response time and customer notification as it pertains to Dell SecureWorks’ Managed Security Services
Document and/or translate all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level
Utilize internal guidelines for effective call processing and escalation of reported problems
Remotely assist with basic technical support related the management and monitoring of customer security devices; this support will include, but not be limited to, assisting customers with the replacement of defective security devices, setting up read-only accounts to 3rd party management consoles, modifying customer portal account views, etc
Generate and update technical documentation as required
Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
Fluency in Japanese and English languages is required
4-6 years of relevant experience or equivalent combination of education and work experience; undergraduate degree and 0-2 years of relevant experience
Demonstrate excellent communication and customer care skills by documenting all analysis work performed
Basic understanding of intrusion detection, firewall operations, and other general security practices is preferred
Basic understanding of Unix or Linux operating systems
Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model
CCNA/A+/Linux+ Certifications a plus
Basic understanding of Unix or Linux operating systems including, but not limited to
Navigating the directory structure
Managing processes
Obtaining system statistics such as CPU, memory, disk, network interface etc
Identifying potential problems from system logs

Customer Care Voice Associate Resume Examples & Samples

Excellent skills using all tools in Microsoft Office
Comfortable with all types of office technology including copiers, scanners, fax, mailroom and phones
Able to work independently, with general direction on a wide range of administrative tasks
Ability to prioritize and work on multiple tasks to meet needed deadlines
Ability to organize work areas for maximum efficiency
Team-first person, with focus on supporting the team and its members

Customer Care Voice Supervisor Resume Examples & Samples

Responsible for stabilizing transitioned call center processes and defining standard operating procedures
Act as the face of the project to the end customer. Client interaction in a professional manner is critical
Responsible for developing operational and tactical plans to ensure adherence to service level agreements
Ensures team is effectively staffed to meet client SLAs
Directs the efforts of a large group (including call center supervisors and call center representatives) in the achievement of the customer service objectives of the team
Lead and manage over all aspects of the team from a process delivery and quality offering perspective

Customer Care Voice Associate Resume Examples & Samples

Provide customer service to Life and Annuity customers and agents over the phone. Document disposition and resolution of calls. This is a very phone oriented role, and up to 100% of a typical day will be spent assisting customers on the phone
Utilize multiple platforms and applications simultaneously (including both Microsoft Office products and proprietary systems)
Provide support for multiple insurance carriers and product lines
Required availability to work 7:00 AM to 6:00 PM, M-F. Shifts may change as frequently as weekly (within range listed above)
1+ year relevant experience in a customer service role required
Experience using Microsoft Office-based tools, including but not limited to Outlook, Word and Excel. Ability to manuever between multiple applications in Microsoft Windows environment, and utilizing a proprietary mainframe system
Good keyboarding/typing skills
Consistent work history required

Customer Care Voice Team Lead Resume Examples & Samples

Ensure accurate and timely completion of transactions to meet or exceed client SLAs
Identify and resolve both regular and non-routine problems
Work on preparation of SOPs/ process transitions
Coach, motivate and guide team members
Delegate work to team members
Regularly review the work of other team members
Identify opportunities for improvement; recommend possible training opportunities
Provide input into goal setting and provide performance feedback (however, does not conduct performance reviews and not responsible for direct supervision)
Ensure team is meeting or exceeding contractual and service level obligations to customers
Adapt team priorities to respond to customer and business partner needs
High school diploma or equivalent with 5-7 years of relevant work experience

Customer Care Voice Associate Lincoln Nebraska Resume Examples & Samples

Provide front-line phone customer service to policyholders, beneficiaries, agents, and internal customers. Ensure customer satisfaction and strive to ensure service standards are met
A typical day will likely involve fielding between 75 to 100 calls
Communicate effectively and professionally with both internal and external customers to resolve questions and issues
Develop and maintain a solid working knowledge of the insurance industry and of all products, services and processes performed by the team
Collaborate with management or other team members as appropriate to proactively address service issues and concerns
Required schedule availability for this position is Monday-Friday 7:00 am to 7:00 pm. Possible shifts required might include 7am-4pm, 8am-5pm, 9am-6pm, and 10am-7pm. Must be available for all as needed

Customer Care Voice Associate nd Shift Resume Examples & Samples

Completes wide range of tasks and assignments. Projects and assignments are typically non-routine and variable in nature
Researches customer requests, analyzes customer needs, communicates professionally in written format, and maintains daily log tracking sheets
Integrates understanding of departmental issues and how related areas interact to achieve results
Takes escalated calls from providers/callers
Provides support to the Team Lead and assists the customer service team for problem resolution

Customer Care Voice Associate Resume Examples & Samples

Utilizes best practice processes around work assignments, project management, quality of output, and service level agreements
Uses computerized system for tracking, information gathering, and/or troubleshooting
Applies advanced and demonstrated knowledge of a wide range of policies and procedures for the area
Develops an understanding of internal operations and how related functional areas interact to achieve results
Improves efficiency, quality, and service of ongoing work while providing direction/coaching to less experienced team members
Interfaces with customers, internal departments, and clients in the resolution of complex inquiries

Director of Customer Care Resume Examples & Samples

Deliver excellent service
Responsible for planning, budgeting, managing expense priorities
Strategically lead the team (priorities, vision, culture) while also identifying the detail when appropriate to drive continuous improvement
Sets and measures performance standards to meet service goals of company; coaches Team in order to achieve high performance and structures the training agenda to meet their needs
Build, mentor, coach and develop a team of professionals to grow bench strength and next level readiness
Cultivate and model a servant leadership style that is consistent with ModCulture and creates a highly motivated and engaged team

Agent, Customer Care Resume Examples & Samples

Answering calls and emails related to Super Écran, Cinépop & Disney Junior
Provide information for customers and future subscribers
When potential clients call, stimulate subscriptions for Super Écran
Follow-ups for the other Agent
Any other related tasks
Excellent written French
Communication skills for sales
Must be familiar with Word, Excel and Internet
Functional bilingualism
Working hours : from 4 :00 to 8 :00 PM (2 to 3 days per week from Monday to Friday – time split with other Agent)
If available, may be required to participate in trainings given to different TV distributor’s call centers (between 10:00 and 3:00)

Customer Care Senior Supervisor Resume Examples & Samples

5 years and above banking working experience especially in Service and Operation area
Passionate in service and regulation mater in Banking industry in Indonesia
Familiar with Citibank product, banking operations and legal compliance knowledge up to date
Awareness of company policies and procedures
Keep up to date with bank systems and technology
Proven written/verbal communication and interpersonal skills
Strong negotiation and presentation skills

Director of Customer Care Digital Channels Development Resume Examples & Samples

Identify new revenue opportunities in the contact center digital space (e.g., Tokenization-ApplePay, IVR/VRU, Social Media, etc.) by development and or enhancement of products/features
Manage the entire product lifecycle from strategic planning to tactical activities including the product roadmap
Define required strategic projects and prepares business case presentations and conduct reviews with key stakeholders for approval
Work with financial team to develop pricing strategy for new products and services
Support sales process for contact center digital products and services including preparing client presentations
Coordinate various GCCS teams during implementation of products and services
Responsible for financial forecast and tracking
Define and monitor key metrics for measuring product success. Track and report product performance
Develop service model for supporting social media customer interactions and escalations
Develop Social Care Playbook (including industry dynamics, channel integration, and business processes) for all clients’ social media channels
Minimum of 12 years work experience, and 7 years management experience in service management function within a customer service center
A thorough understanding of current best practices in contact centers including products and services
Understanding of financial concepts including P&L and ROI models
Strong analytical, interpersonal and communications skills to build compelling business cases in order to win internal support for the product enhancements and plans
The successful candidate will be a self-starter; this individual must be adaptable, persuasive, tenacious and perceptive and be able to execute a well-developed plan
Outstanding management skills including the ability to manage by influence in a cross functional organization
Excellent oral and written communication, analytical and problem solving skills, including the ability to collaborate across the organization to drive results and ability to prepare presentations to a senior manager audience
Ability to organize and prioritize multiple ongoing tasks
Passion for customer service excellence
Able to work effectively with people with different backgrounds, ideas, and perspectives
Able to travel on a limited basis – less than 25%

Customer Care Data Analyst Resume Examples & Samples

Bachelor's Degree in Business, Mathematics, Computer Science or equivalent work experience required
Two years' experience with IVR, Avaya, Call Center Operations and Workforce Management reporting or equivalent experience required
Demonstrated organizational, prioritization, and time management skills to ensure that work related activities are completed in an accurate and timely manner
Proficiency in Microsoft Office applications required; should be an advanced user of Excel, PowerPoint, and Access
Thrives in a highly variable work environment with rapidly changing priorities, and workload
Complete working knowledge of SQL reporting from a variety of database platforms (Oracle, DB2, MS SQL Server) and experience in report creation is required
Knowledge of Visual Basic, HTML and Microsoft SSRS report development also highly preferred with JAVA and Micro Strategy experience a plus
Travel will be required (at most quarterly) to attend work related meetings and training sessions
Weekend and evening work as needed to meet reporting deadlines

Customer Care Incentive Coordinator Resume Examples & Samples

Evaluate and communicate the return on investment (ROI) for all dollars spent on incentives and be able to draw a parallel to increased productivity by utilizing the correlation between productivity (score card results) and dollars spent on incentives
Create, implement and manage in house incentive programs that will create excitement around call center goals and drive revenue generation in advancing the business forward
Responsible for executing employee recognition programs
Present incentive programs with a strong understanding of the business relationship between ROI and the agent/supervisor performance that TWC rewards
Educate and motivate the leadership team and agents on all incentives programs offered
Collaborate with telecom industry to establish and benchmark best practices regarding incentive programs
Responsible for planning and coordinating monthly and quarterly performance recognition displays and events
Acts as liaison with Marketing department to align strategies for Sales Retention
Excellent written and verbal communication required
Must be able to maintain regular attendance
Must be able to interact in a positive manner with coworkers, follow directions and work rules, and accepts constructive feedback
Bachelor degree in Business or Finance or equivalent experience preferred

Japanese Customer Care Resume Examples & Samples

You will be part of a multinational team and fully trained up before you start working in the role
You will be assigned to a specific market and help customer with their technical and non-technical queries
You will strive to exceed customer service expectations
Fluency in English and Japanese
Minimum of 1- 2 year customer service/ call centre experience ideally within an international compamy
Strong customer service and comunication skills
People relationship building skills

Mgr, Customer Care Resume Examples & Samples

1) Manage and direct a team of supervisors of inbound call center agents servicing core video, high speed data and digital phone customers contacting the center via telephone, email and written correspondence
2) Ensure team meets goals and objectives as set forth by the call center management. Goals will include, but are not limited to, schedule adherence, attendance, average handle time and quality
3) Increase productivity of agents through effective management of supervisors
4) Maintain oversight of QA/Training results to ensure agents are fully knowledgeable of product, pricing, equipment, processes and service options and are meeting or exceeding established goals for quality
5) Recommend and manage functional area capital and operating budgets and expenditures
6) Plan, acquire and ensure that team utilizes sales skills, retention skills, billing system knowledge and troubleshooting techniques for core video, high speed data and digital phone product lines. This knowledge can be acquired through training, online reference guides, documentation, playbooks and other sources
7) Establish and maintain exceptional lines of communication and professional relationships with other areas within the division including advanced support/escalation team, dispatch, customer accounting, technical operations, engineering, and marketing
8) Report the activities of the team to upper management in an effective, accurate and timely manner. Utilize team data to analyze effectiveness, results and opportunities for improvement
9) Ensure team meets or exceeds established customer service standards and service levels through partnership with workforce management
10) Utilize Division approved practices in performing hiring, disciplinary action, staff development, goal setting, performance reviews and adhering to safety practices. Support policies and procedures including diversity initiatives and AA/EEO goals
11) Ensure that duties, responsibilities, accountabilities and authority of direct reports are defined and understood
12) Perform other duties as assigned
13) Support all department and company goals and objectives

VP, Customer Care Resume Examples & Samples

A minimum of ten years of experience in marketing, customer service and contact centers
Ability to think and perform both tactically and strategically
Ability to lead programs from ideation to production
Cross-functional sell-in and leadership skills in order to provide a “voice of customer feedback loop” into the business
Highly proficient in team building and management, policy and procedure development, and problem resolution
Digital savvy, including deep knowledge of utilizing and implementing enabling technology (e.g. CRM, and other contact center tools) to drive process improvement
Experience in customer support via social channels
Outstanding analytical and communication skills
Extreme detail orientation
Ability to interact with all levels of the organization including executives
Knowledge of the cable, satellite or telco industries or other subscription business Deep knowledge of customer service, contact center technologies and related regulatory mandates
Excellent computer skills—Word, Excel, PowerPoint

Customer Care Quality Analyst Resume Examples & Samples

Consistently provide feedback and suggestions to improve the process content available in MyCompass
Recommend alternatives for the format and accessibility of information available in MyCompass
Align processes handled within the Quality Assistant team and work with Training and Quality to create MyCompass documents that address QA specific issues
Create monthly tracking reports
Provide input and feedback on system enhancements and deployments
Complete various projects or tasks given by management
Research lost payments
1 to 2 years automotive finance experience
Demonstrates a positive approach to day to day and unique challenges
Proficient with MS Office products
Able to convey confidence and credibility over the telephone
Pleasant phone personality
Ability to coach, mentor and share knowledge
Diversified and multi-departmental background

Customer Care / Collections Representative Resume Examples & Samples

Demonstrated and good knowledge of secured and unsecured loan related documents
High school diploma or equivalent; some college preferred
Minimum of two years previous customer care or collection experience for newly hired associates or experience demonstrating a thorough understanding of the collection process and the techniques used to obtain customer commitment to pay on a past due account
One (1) year of meeting performance expectations (100% minimum goal achievement) or 6 months of exceeding performance expectations. Ranked in top 25% of department
Excellent communication skills; both verbal and written, basic typing skills; and a complete understanding of collections computer system
Will be required to work varied shifts as determined by management

Lead Customer Care Incident Manager Resume Examples & Samples

Manages critical incidents to ensure consistent and effective engagement of technical teams, quality troubleshooting actions and timely restoration of service
Participates in severity incident troubleshooting bridge calls to ensure the proper engagement, coordination and performance of extended support teams
Carries out quality communication during incidents, to both internal and external audiences, including upper management and CIO-level customer contacts
Manages high-visibility customer escalations requiring immediate follow-up
Oversees all critical incidents and customer requests for timely service restoration and effective post-incident follow-up
Ensures effective tracking and documentation of incidents for organizational and executive review, follow-up and strategic planning
Performs post-issue trend analysis to proactively identify potential failure points at solution, system or customer-level
Drives special projects to ensure overall improvement in system/solution health and effective overall technical engagement, including but not limited to internal processes, solution quality, system stability, organizational alignment and customer behavior
Minimum 2 years of operational team management at supervisor-level or higher
4 years technical experience in supporting high availability solutions
Proven leadership of technical support or project teams
Proven technical/functional knowledge of Sabre products, or equivalent
Proven understanding of general application systems and back-end processes
Excellent communication skills (mandatory)
Ability to lead teams in very dynamic environments
Ability to multi-task under pressure
Proven sense of urgency attention to detail and high sense of responsibility
Experience in leading project teams

Customer Care Senior Asst Resume Examples & Samples

Someone who is able to thrive under pressure
The ability of prioritizing your work load each day and understand what priority is
Be able to work within a large organization and maintain solid relationships with your team members who are not only situated in your local office but offshore also
Fluent Speaker of English
Working in a call centre environment the successful applicant would determinerequirements of the caller and provide guidance and support using all available tools and systems
Managecases within a workload management tool and ensuring all SLAs are met

Customer Care Senior Asst Resume Examples & Samples

Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience
Must be proficient with MS Excel, Word and Outlook
Ability to handle multiple tasks and prioritize while working in fast paced call center environment
Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood
Bachelor’s Degree preferred (will consider Associates with experience)
Essential experience includes some experience with benefits, human resources or payroll. Will also consider candidates with a minimum of 2-4 years of call center experience
Minimum typing 25 wpm

VP, Customer Care Resume Examples & Samples

Develop a strategic vision for multi-location service organizations in support of Company objectives
Design and implement a service model and standards across the varying service organizations that enables customers to be served on their terms - how, when and where they want to
Provide hands-on leadership that drives continuous improvement of Nordstrom customer service in a way that keeps Nordstrom true to its values yet relevant to its customers
Develop technology roadmap that delivers an increased competitive advantage and drive efficiencies without compromising Nordstrom’s customer service promise
Create and implement transparent customer service dashboards that allow the team to see how well customers are being serviced across brands
Anticipate future business changes and challenges and proactively develop and implement new or revised plans to remain at the top of our competition
Stay current on industry practices and issues, assessing and communicating their potential impact on the business
Manage financial aspects and P&L budgets to drive efficiencies and continuous improvement across all Contact Centers
Develop a multiyear workforce plan across all Contact Centers
Strategic leader with a minimum of 10 years experience in customer care and a proven record of enhancing the service experience across multiple brands, contact centers and customer segments
Proven ability to translate creative ideas into strategic and business logic to all levels of the organization, from board members and executives to front line employees
Ability to effectively collaborate and influence others while working toward common company goals
Demonstrated ability to develop, implement, and deliver award winning customer service solutions leveraging the latest technology
Proven success leading and motivating large cross-functional remote teams
Must be a critical thinker with strong problem-solving abilities
Experience with large, data driven organization
Adept with common industry performance indicators for customer service and contact center measures, technology trends and developments
Intellectually curious and willing to seek out and leverage ideas across the world of service
Experience identifying and making organizational process improvements
Demonstrated ability to manage a heavy workload in a fast-paced environment
Demonstrated ability to manage large budgets in a cost-effective manner

Customer Care / Collections Rep Resume Examples & Samples

Basic knowledge of secured and unsecured loan related documents
Previous collection or customer service experience preferred
High school diploma or equivalent. Some college courses desirable
Excellent communication skills; both verbal and written, basic typing skills
Working knowledge of internet and other collections computer systems
May work varied shifts as determined by management

Customer Care Lead Resume Examples & Samples

Analyzes, interprets and resolves subscriber problems that relate in any way to our products or services; handles to completion customer concerns which have been escalated from a Customer Care Representative. Responds to customer correspondence, customer complaints and escalated customer calls
Assists Customer Care agents in answering questions and/or providing coaching to ensure they understand troubleshooting, all products and services, and have strong knowledge of policies and procedures
Promotes Time Warner Cable’s goals for Customer Care, provides guidance to agents toward attaining those goals, and meeting individual and team goals within the department
Works closely with new CCR’s and assist with briefings, trainings or other coaching opportunities as needed, and provides feedback and trending information to supervisors or managers as appropriate
Demonstrates support for excellent customer service and assists in building team environment
Assists in identifying call driver activity and real time agent efficiencies. Works with the Call Center Supervisors and Managers to identify training needs and develop training programs
Works with management team to develop leadership skills
Participate in ongoing training & development in Customer Care policies, procedural changes products and services as they occur
Remain proficient in all CSR’s job responsibilities; will assist in taking calls and resolving customer issues as assigned
Performs other duties as assigned.QUALIFICATIONS
Minimum of six (6) months experience as a Customer Care Representative in a Time Warner Cable Call Center
Meets performance objectives at expectations or above as defined by their current department
No Written Warnings or above in any category
Must be flexible on scheduled shift assignments including evening, overnight and weekend assignments and on-call coverage
Requires extensive experience in the area of customer service
Excellent written and oral communications and organizational skills are required
Strong presentation skills a plus
Strong attention to detail and proven record of follow-through on assigned tasks and excellent decision making skills
Demonstrates leadership ability, good interpersonal skills and maintain a professional attitude
Must maintain a high level of confidentiality and good judgment in dealing with customer and employee issues
Knowledge of cable, high-speed data and digital phone

Summer Student Customer Care, Northernt Tel Resume Examples & Samples

Ability to prioritize workload based on customer demands and expectations
Excellent telephone skills and professionalism
Excellent computer skills – in-house systems (Infocom, Secret, Microsoft Office (Word, Excel, Access))
Sound problem-solving, decision-making, organizational, planning skills, positive attitude
Flexibility in workload assignments based on business needs
Ability to multi-task, handle customer follow ups and emails
Good negotiating and conflict resolution skills
Sound analytical and problem solving skills
Work in a fast paced, continually changing call center environment
Interface with other departments
Handle customer contacts with tact, diplomacy, and courtesy at all times
Work flexible work schedules to meet customer demands
Provide quality service and ensure total customer satisfaction at all times
Work effectively as a team member while at the same time being able to work with limited supervision
Successfully complete training sessions required by the position-essential
Demonstrate ability to learn and comprehend new product knowledge

Customer Care Operations Director Resume Examples & Samples

25% travel required
Bachelor’s or advanced degree preferred
8 – 10 years of experience in Federal Family Education Loan (FFEL) program
Knowledgeable of FFEL regulations with demonstrated performance in a highly regulated operation
Proficient (medium to high skill level) with various desktop applications such as Microsoft Excel, Word, PowerPoint

Customer Care Senior Asst With English Resume Examples & Samples

Someone who understand SLA’s and the importance of meeting them
Someone who looks to remain and build a career within Barcelona
Experience related with Human Resources would be an advantage but not essential
Someone who has excellentCommunication skillsboth written and oral
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
Fulfill requests by clarifying desired information; completing transactions; forwarding requests to relevant teams

VP, Customer Care Carolinas Resume Examples & Samples

Staff Management including responsibility for providing leadership of Customer Care team ensuring customer experience is priority throughout the organization
Day-to-Day Operations to include implementing and overseeing operating systems including policies, procedures, and operating structure
Evaluate, present and drive improvement opportunities. Analyzes operations and efficiency of the contact centers and ensures training, monitoring and coaching of customer care personnel
Drives compliance of customer service standards, policies and procedures to improve customer satisfaction and retention
Accountable for creating and managing operating budget
Credits and adjustments
Billing accuracy
Revenue related policy enforcement
Expertise in call center operations management and call center business operations. Proven proficiency in utilizing technology (workforce productivity software, skills based call routing) to improve call center operating effectiveness and efficiency
Must possess excellent written, verbal, and interpersonal communication skills including the ability to successfully negotiate and interact with all levels of management, staff, and the public
Previous experience analyzing data, creating and managing call center budgets, developing strategies/processes and implementing applications required
Ability to process information accurately in order to follow directions, provide direction to others and possess skills necessary for decision making
MS Word, Excel, PowerPoint and knowledge of the internet and use of web-based applications
7-10 years - Call center management, large operations (350-650 employees), multiple sites, multiple call types, service & sales focused environment and managing a geographically dispersed team
7-10 years - Call center workforce management, reporting, matrix reporting

Regional VP Customer Care Resume Examples & Samples

Provides customer service leadership in a heavilymatrixed environment with regard to all facets of operations analysis, performance management, and time entry
Plans, develops, and implements management strategy to respond to customer needs and market demands
Ensures operating departments comprehend the expense process and allocate their resources in a cost-effective manner
Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the departments

Customer Care Senior Spec Resume Examples & Samples

As a BSR you will be part of a team responsible for the delivery of quality member contact service to the client. You will meet with excellent growth and development opportunities
Representatives take anywhere between 30-40 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone. · This particular ‘call centre environment’ is one that deals with members that need information about their retirement benefits
Respond to inquiries from plan participants using plan specific information in a PC Windows environment · Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions) · Write up telephone call records where appropriate, addressing the content of plan participant · Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative · Request plan materials be sent to participants · May monitor peer calls and provide development and coaching feedback to improve performance
Excellent oral and written communication skills with a particular emphasis on articulation and grammar. · Excellent customer service skills · Work experience in a service oriented environment · Ability to interact with peers and plan participants · Organizational skills, with the ability to handle multiple tasks simultaneously · Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants · Listening skills · Ability to work effectively in a team environment · Judgment and decision making skills

Specialist, Customer Care Resume Examples & Samples

Responsible for resolving escalated concerns from Time Warner Cable Residential Customers by way of multiple media sources
Utilize a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services
Demonstrate accountability, follow- through, and appropriate sense of urgency
Acts as a liaison between all departments to coordinate and resolve escalations
Responsible for investigating and performing a root cause analysis on escalations as defined in the team’s processes and procedures
Responsible for the accuracy verification, routing, and monitoring of all escalations entered via IssueTrak from front line personnel
Demonstrate sound judgment in accuracy verification, prioritization of escalations, and follow through with customers after a resolution has been reached
This position requires 1 to 3 years of equivalent escalation resolution or cooperative conflict resolution experience in a public contact/customer relations environment
Minimum of 3 or more years of customer service related experience. (i.e., Customer Service in Cable or Telecommunications.)

Global Customer Care Service Resume Examples & Samples

2-3 years of experience as a corporate trainer or in a job capacity that includes training support responsibilities
Experience with process/system documentation is preferred
At least 1 year of experience as Customer Service Representative or Lead in international environment is preferred
Able to convey information clearly, concisely, and effectively when speaking one-on-one or in groups and through written documents and email
Able to leverage internal and interdepartmental partnerships to ensure optimal results
Capable of working effectively in teams and with people who have different backgrounds, ideas, perspectives, disciplines, and values
Must be able to solve problems creatively
Must be well organized and have an ability to multi-task
Capability to learn new technologies quickly and PC skills including Microsoft Office required
A thorough understanding of CSS policies and procedures is preferred
Fluency in Spanish and/or Portuguese is preferred

Customer Care MIS Data Analyst Resume Examples & Samples

Ensure fulfillment of CitiPhone procedures – control function based on approved control steps
Prepare regular or adhoc reports using MS SQL, evaluate data and come up with ideas how to further increase quality of service
Play role of Support for all systems used in Call center. Be in daily touch with technology team in order to escalate any issues in timely manner
To provide full support to business on assigned system project
To evaluate the functionality of the system and to give proposals for the improvement
To actively participate in assigned projects in every stage and after project implementation to perform the assistance in problem resolution
To actively initiate internal reingeneering activities in order to improve effectivity and productivity
To maintain and develope Customer Care MS Integration services and related daily data processing
Provide database support to Customer Care, ensure daily DataMart accurancy and on time delivery

Lead, Customer Care Resume Examples & Samples

Responsible for assisting representatives with account activation, troubleshooting, maintenance, billing, problem solving, modification, enhancement and when required de-activation
Troubleshoot complex problems with accounts, billing systems and services
Demonstrate specialized knowledge in more difficult technical support activities which are non-routine and require deviation from standard screens, scripts and procedures
Support all of the following products and services: high speed data, data solutions, video and digital phone
Work is generally supervised and reviewed for timeliness, accuracy, leadership and good judgment
Other duties as assigned.Essential Job Functions
Interact with customers by telephone but also may provide service via email, chat rooms, mail or fax
Handle escalated and unresolved calls from less experienced representatives
May assess needs and suggest/promote alternative products or services
Anticipate and prevents, to the extent possible, problems and roadblocks before they occur
Adapt standard responses and performs extensive research according to complexity of the problem
Act as a resource for direction, training, and guidance for less experienced staff
Determine methods and procedures on new assignments.Job Requirements
Must meet or exceed metric requirements for past 120 days
Applies judgment in analyzing and resolving problems
Must have job knowledge on products, programming, pricing, sales, offers, campaigns, customer retention & technical support
Requires in depth technical knowledge of the company’s products and services
Able to identify outages and service issues affecting a service area
Able to actively listen and de-escalate a customer situation
Able to prioritize, manage work time and multi-task
Able to work with and use: Billing System, Unified, Chat Tool, OMSE, KEY, OCH, NYROC, IssueTrak, CMS, NICE, Excel and Word
No written or above corrective action on filePreferred Qualifications
5 or more years of directly related experience
Must complete advanced billing and repair training prior to or within 90 days of being in the position.Education and Experience

Customer Care Senior Assistant With English Resume Examples & Samples

Gathers information, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner
Provides functional guidance, training and assistance to lower level staff. Provides assistance, training and troubleshooting support to lower level staff
Schedules work to ensures accurate phone coverage and monitors priority of calls and shifts escalated calls to assure resolution to problems

Customer Care Senior Assistant With English & German Resume Examples & Samples

In-bound calls from Tyco employees mostly about log-in and navigational inquiries for Workday and LMS (Tier 1 scope)
Respond to email inquiries. Email support is ‘English’ only
Callers can also leave messages via voicemail. The reps would also have to respond to voicemails and call the customer back (Tier 1 scope)
They will also do High Volume Recruiting (manual encoding work)

Fall Customer Care Intern Resume Examples & Samples

Answer customer email inquiries in the Tory Burch brand voice
Live chat with customers and answer questions about product, order, checkout, etc. related inquiries
Assist with miscellaneous projects and initiatives for team trainings, product detail, etc
Must be a full or part-time student working towards a degree
Must be able to work a minimum of 16 hours a week(two or three full days preferred)
Must be able to receive pay for the internship(we do not require you receive school credit)
Junior, senior, or grad student studying communications, PR, English, or a relevant major desired
Previous communications, ecommerce, or writing internships preferred
Positive attitude and enthusiam
Team player with a desire to learn
Located in or around the New Jersey area or have the ability to relocate for the semester

Customer Care Senior Asst-project Based Resume Examples & Samples

Customer Service experience (retail, call center, sales)
Great attitude, fast learner, team work skills
Be able to identify customer needs & provide phone guidance
Basic/intermediate computer knowledge

English & Spanish Customer Care Evenings Resume Examples & Samples

Dealing with US and Latin American Spanish speaking clients via telephone and email
Educating customers on the company applications and products
Answering to any questions, resolving any problems and assisting them with queries
Responding to customer queries (30% phone and 70% email) and assisting customers with their requests
Working closely with other departments
Complete Fluency in Spanish and English
Additional fluency another European language would be a distinctive advantage
Willingness to learn and progress within an international company

Customer Care-semi Voice Process Resume Examples & Samples

Customer Service
Basic Technical Skills in IT
Company Profile**

Customer Care Senior Spec Resume Examples & Samples

Representatives take anywhere between 30-40 calls a day based on time of year. There is some administration work, but 95% of the work is done on the phone
This particular ‘call centre environment’ is one that deals with members that need information about their retirement benefits
Respond to inquiries from plan participants using plan specific information in a PC Windows environment
Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions)
Write up telephone call records where appropriate, addressing the content of plan participant
Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative
Request plan materials be sent to participants
May monitor peer calls and provide development and coaching feedback to improve performance
Proficiency in PC Windows environment
Excellent oral and written communication skills with a particular emphasis on articulation and grammar
Work experience in a service oriented environment
Ability to interact with peers and plan participants
Organizational skills, with the ability to handle multiple tasks simultaneously
Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants
Ability to work effectively in a team environment
Judgment and decision making skills

Customer Care Analyst Resume Examples & Samples

Self- motivated
Outgoing, positive, energetic attitude
Valid U.S. driver’s license
Strong in Microsoft Office Suite
Possess excellent public speaking, communication, and presentation skills
Ability to create presentations
Ability to multi-task, manage time and workload effectively
Ability to analyze new situations and apply problem-solving skills
Ability to relate to providers/staff
Ability to adapt to and incorporate new technologies
Bachelor’s degree in Healthcare Administration or Business Management
Five or more years in customer service
Two plus years Medicaid or medical insurance experience
Experience with event planning
Attend and actively and effectively participate in DPHHS and Xerox Provider Relations meetings
Confer with the Provider Relations Manager a minimum of 1 time per week
Review e-mail a minimum of twice per day and respond promptly within 1 business day
Retrieve voice mail messages 3 times daily and respond promptly within 24 hours
Log all visits and incoming and outgoing telephone calls and e-mails in OmniTrack promptly. Include contact name, telephone number, issue, action taken, and action planned
Enter complete OmniTrack records on all provider contacts
Escalate provider issues that cannot be resolved without additional research assistance to the Provider Relations Manager. The point of contact is (1) a telephone call; (2) an online meeting (WebEx), and (3) a site visit
Schedule provider site visits and perform research to identify significant issues in advance. Prepare for field visits in advance to ensure necessary material is available at the site
Complete and submit the Xerox Field Representative Weekly Status Report by established due date
Complete and submit Outlook calendars with confirmed provider visit appointment dates and times by established due dates for approval of travel
Complete and submit accurate expense reports and mileage report weekly

Customer Care Sales Manager Resume Examples & Samples

Develop and oversee a virtual banking experience for customers who are looking to conduct new business online or over the phone
Develop and oversee inbound and outbound call team. Encourage associates to generate sales lead opportunities. Engage in supporting specialty products through outbound high-touch campaigns
Responsible for ensuring team associates are meeting sales, service, operational and compliance metrics
Partner with Product Research team to create meaningful metrics around sales results at the Call Center. Identify opportunities to increase sales and improve customer retention. Determine how the Call Center can assist in improving the banks “Fair Share” ratio
Responsible for researching alternate sales strategies to continue to meet sales goals, while reducing overall customer attrition. Implement solutions and monitor for success
Oversee the review and updates of training manuals and programs for the sales team. Collaborate with Shared Services Manager to optimize sales training for the entire Call Center team
Responsible for establishing annual sales objectives by forecasting and developing sales goals for the call center team. Partner with Call Center Leadership team to develop referral goals for general inbound associates
Responsible for ensuring sales team budget is within target goal
More than eight (8) years of experience in a sales environment. Call Center sales experience preferred but not required
Five (5) – eight (8) years of management experience leading a team of sales associates
Extensive analytical, problem solving and creative thinking abilities
Extensive inside sales experience and customer service skills required
Ability to work in a fast-paced environment and meet assigned deadlines and assigned sales goals. Proven track record of producing quality sales results
Extensive leadership skills required. Ability to demonstrate excellence in motivating, developing, and retaining associates
Proven ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions
Extensive experience with deposit and loan product sales for both consumer and small business customers. Underwriting skills preferred but not required

Customer Care Senior Asst Resume Examples & Samples

Completed High School/GED required but 4-year college degree or equivalent work experience preferred
Excellent oral and written communication
Strong Computer/Software/Hardware Skills Needed – (i.e., MS Excel, MS Word, MS Project, SQL, Internet, Pass, etc.)
Prior Health and Welfare benefits experience is preferred

Qualify & Transfer Customer Care Senior Asst Resume Examples & Samples

Completes work with a limited degree of supervision
Moderate computer skills, must be able to work autonomously in multiple programs. Preferred
Previous call center experience in an in-bound and out-bound environment
1-2 years’ customer service experience
Campus Vue experience strongly preferred though not required

Customer Care Team Leader Resume Examples & Samples

Lead, support and develop a direct team
Manage daily flow of orders for designated accounts (through EDI, RBM Terminals and manual orders); this includes managing order flows and building a close relationship with the warehouse and returns functions in order to meet delivery due deadlines
Lead your team to minimise levels of discrepancy
Minimise potential shortfalls and/or failures in customer orders through strong working relationships with sales and warehouse functions, and external customers
Investigate customer claims and complaints proactively in conjunction with the warehouse function and transport carriers
Ensure returned stock is credited correctly and physically correct
Maintain and distribute reporting and key performance indicators

Mgr, Customer Care Resume Examples & Samples

Provides supervision, training, motivation and support for customer care supervisors and customer service representatives
Recommend, implement, and document adherence to policies, processes, standards, workflows, and procedures related to the call center
Must have 7 to 10 years of relevant work experience within a call center environment and/or the telecommunications industry
Must be proficient in Microsoft Word, Excel, and PowerPoint
Ability to effectively communicate and coordinate with all employee levels and work within a participative, fast paced, interactive team environment
Must have excellent written and verbal communication skills
Must be capable of working flexible hours as required by the needs of the department.PREFERRED QUALIFICATIONS

Virtual Banking Customer Care Center Manager Resume Examples & Samples

Contributes in the execution and deployment plans of new Interactive Teller Machines (I.T.M.) and am expanding Customer Care Center
Monitors all vital internal controls and operational requirements including audits, correspondence, files, and relevant records
Enforces internal security procedures and best practices
Communicates revisions of policies to appropriate department staff members
Maintains control and regulatory compliance as measured by departmental audits
Uses sound judgment along with well-defined policies, practices, and procedures to determine if transactions are valid and issues transaction overrides where/when deemed appropriate
Endorses benefits of new technology and ensures positive customer and staff experiences
Troubleshoots customer service issues related to I.T.M. kiosks and Customer Care Center inquiries soliciting assistance from internal/external technical partners as needed
Follow all Bank Secrecy Act (B.S.A.) policies and/or procedures in order to assist in detecting and thwarting money laundering and other illegal activities being conducted through the bank
Tracks, monitors, and reports all transaction activity, customer complaints, and enhancement opportunities within the department; researches and resolves complex customer issues and/or complaints and follows through to completion in a timely and satisfactory manner
Maintains a working knowledge of teller and customer care service functions, I.T.M. and Customer Care Center functions (and perform duties in all areas as needed)
Analyzes suspicious and/or unusual transactions for validity
Responsible for the management of all personnel within divisions of ITM and Customer Care Center
Builds a positive attitude and work environment among employees towards maintaining the highest possible levels and standards of customer service
Maximizes customer service via training, motivating, and complex scheduling of employees for both divisions
Strategizes and implements appropriate training programs and meetings for all personnel within the Customer Care Center and ITM departments to guarantee the highest possible levels and standards of customer service

Mgr, Customer Care Resume Examples & Samples

5 plus years experience within a call center environment required
Must have 3 plus years of lead or supervisory experience required
Must have strong interpersonal skills working with both internal and external customers required

Lead, Customer Care Resume Examples & Samples

Perform all duties of a Customer Service Associate
Work with the Supervisor and Call Center Associates on a daily basis
Provide support and feedback to Call Center Associates regarding work order entry and call handling
Work the QAF Supervisor Callback Tool
Assist Team with Escalated Customer Calls
Handle and resolve complaints concerning billings, missed appointments, field personnel, office personnel, service problems and accounts disconnected in error
Assist with customer service representatives’ training, cross training, monitoring and coaching. Assists with semi-annual evaluations and Performance Improvement Plans when applicable
Assist with creating and maintaining a pleasant work environment by giving Call Center Associates positive feedback about their performance, participating in incentives and demonstrating fair and equal treatment
Ensure coverage of phones
Requires a high school diploma or equivalent required
At least 12 months Call Center Experience while performing at the expected level required
Knowledge and experience of a TWC CSR including the ability to effectively navigate the ICOMS billing system as well as other related applications in order to support the CSR group in sales, retention, technical troubleshooting and general billing related issues required
Understand and exemplify the quality behaviors and expectations in delivering superior customer service to both internal and external customers required
Ability to logically think through problems to reach a resolution; utilizes excellent listening skills to hear and understand customer needs
Working knowledge of all Time Warner Cable’s products, programming choices and price points required
Excellent organizational and reporting skills required
Must be able to effectively interact with associates on all levels within the organization
Must be able to maintain confidential business and personnel information in a professional manner

Customer Care Senior Spec Resume Examples & Samples

Intra-Day Reporting, Call analysis, small scale project management preferred
Internet/Verint/Dashboard/Clarify needed
Analytical skills, critical thinking skills needed
Ability to train

Team Leader Customer Care & Services Resume Examples & Samples

Provide team leadership and coaching
Develop a strategy the team will use to reach its goal, communicate clear instructions to team members and manage the flow of day to day tasks
Motivate and inspire team members, listen to team members' feedback
Intervene when necessary to aid the team members in resolving issues
Interacts with other departments in order to improve flows and processes
Provide reports with team's status, progress and results
Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort
Recognize and celebrate team and team member accomplishments and exceptional performance
Decision making and coaching abilities, inspire and motivate teamwork for achieving goals, a good team player capable to lead by setting a good example (role model: behavior consistent with words)
The capability to work in a dynamic team, oriented in finding best solutions for our customers in a short time and under considerable pressure
The drive to encourage creativity, risk taking and constant improvement
The ability to think, communicate and present information effectively
Integrity, initiative and focus on problem solving and collaboration
Minimum 2 years of experience in banking
Telesalesexperience
Advanced English skills (in writing and verbally)
University degree – preferably in Economics
Very good skills of Microsoft Office (Word, Excel, Power Point, Visio), Internet Explorer

SVP Global Capability Leader Customer Care-xerox Business Services Resume Examples & Samples

A minimum of 10 - 15 years of demonstrated experience leading and managing a global delivery Customer Care organization within the services business with a budget of at least $300M, preferably the last 3-5 years within a specific function focused on supporting a broad group of industries
Proven leadership ability to recruit, attract, retain and manage a team of direct reports
A proven track record of executing large scale migration of U.S. workforce to international offshore locations
A track record of reducing costs, managing risks and delivering against SLAs within a matrixed environment leveraging technology and human capital
Position requires international experience for both U.S. and international based clients
Subject matter expertise in outsourcing solutions, business process redesign, innovative solutions, and organizational transformation Education
An undergraduate degree is required, and an advanced degree is desirable

Customer Care Senior Spec Resume Examples & Samples

Must be very detail orientated; able to remain focused in a fast paced environment
Strong organizational skills to perform multiple tasks quickly and effectively
Basic/intermediate understanding of computer technologies

Customer Care Muse Resume Examples & Samples

Supports all contact channels by successfully handling inquiries via email, chat, phone and social media
Manages and successfully attains daily SLA
Assists with Front Desk duties when needed
Acts as a peer coach, providing assistance, answering questions and resolving escalations
Assists with customer email routing
Ensures emails are not assigned to agents who are not scheduled
Forward emails to OVG and OI team if need be
Resolve out of office replies
Escalates any issued for site errors, product errors, etc
Monitor logs
Submits and monitors product pulls and quality checks
Participates in team building activities
Provides follow up and action on customer service related issues escalated from other departments

Customer Care Operations Manager Resume Examples & Samples

Minimum of 3-5 years of related supervisory/management experience with 1 year experience in successful task leadership or supervisory role Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems
Possess strong interpersonal and leadership skills
Must be at least 18 years of age or older If this describes you, then apply online today!

Procurement Customer Care Resume Examples & Samples

This position shall be responsible for transaction processing, creation of requisitions, processing of requisitions, generation of Purchase Orders and change orders
The incumbent may be required to handle research of historic spend and review of contracts for creation of Internal Catalogs
The incumbent shall also be responsible for handling pre-defined sourcing related projects viz. Tactical Sourcing projects
The incumbent shall also be required to work upon the Purchase Order exception handling process, review exceptions and work with business partners and procurement associates to clear the same
The incumbent shall also be required for report structuring, including data gathering, timely & accurate execution of reports, including adhoc analysis
The incumbent shall ensure compliance with Service Level Agreement and other internal guidelines of policies relating to the business area he/she is going to handle and must be controls conscious
The incumbent will be required to participate in standardization and continuous improvement initiatives as well as other business partner initiatives, be flexible and change ready in a dynamic work environment
The incumbent shall be required, among other things, to maintain close contact with customer/business partners, technologies and other interface groups
The incumbent would be required to consistently work towards anticipating, meeting and exceeding customer’s requirements whilst ensuring effective teamwork at all times
The incumbent should be able to maintain high accuracy, productivity standards and should have high willingness to learn
Handling Procurement/Accounts Payable related phone queries - Answer calls coming into the Procurement Customer Care phone line from business partners (internal source) and from vendors (external sources)
Responding to Procurement/ Accounts Payable related email queries - View, review and take action on the daily emails which come from internal employees as well as external vendors
The incumbent shall also be responsible for processing sourcing requests (intakes)
Timings: 10:30 PM – 7:00 AM (Night Shift)
Pick and Drop Cabs provided
Any Graduate with 1 - 2 years of post-qualification experience
Must have good system skills viz. MS excel, word and main frame system
Must have good written and verbal communication, interpersonal skills and be an effective team player
Must have sound analytical skills
Experience on Ariba

Supv, Customer Care Resume Examples & Samples

Assists in answering and responding to the overflow of telephone calls to the Customer Care department and researches, resolves and responds to difficult customer inquiries. Reviews telephone and sales activity reports to develop objectives related to increasing the skill levels of Customer Care Representatives and to improve the productivity and customer service levels of the department Monitors the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs Ensures productivity and department service levels standards are
Trains, coaches, monitor, and reward Customer Care Representatives on various division marketing campaigns to achieve projected sales goals
6 plus months leading and/or coaching experience in a high-volume call center is requisite required
Experience in upsell environment a preferred
Required to use hand to type on a computer keyboard, handle objects and paperwork; Frequently required to sit, stand and bend at the knee and waist and walk
Required to reach and hold on to items at chest level or reach above the shoulder
Works primarily indoors throughout the year
Will require occasional travel, using personal vehicle, to attend work related meetings and training sessions
Must be available to work extended hours as needed

SVP North American Capability Leader Customer Care Resume Examples & Samples

Establish strategic and operational plans
Reduce costs, manage risks and deliver against SLAs
Establish relationships with LOBs and manage SOWs that meet projected costs
Participate in deal review process and insure due diligence and transparency of delivery
Create clear RACI for delivery
Manage a US team of 35,000 FTEs
Grow (off shore) delivery centers and leverage innovation
Manage efficient delivery models within a matrixed organization and develop strong relationships with Industry leaders
Proven leadership ability to recruit, attract, retain and manage a team of direct reports and an employee population of at least 35,000 employees
Experience developing and implementing reward and incentive plans specific to Customer Care human capital
Strong business analytics and financial acumen
An excellent reputation of partnering with other service providers and practices; including various internal practice areas
Strong customer references; a successful record of managing and enhancing client relationships to ensure client satisfaction
Subject matter expertise in outsourcing solutions, business process redesign, innovative solutions, and organizational transformation

Analyst, Customer Care Resume Examples & Samples

Develops / Maintains forecasting models to predict call volume and key call statistics, with addition of future media initiatives
Analyze, forecast, and recommend call center staffing levels to achieve targeted service levels and improve call center productivity
Capture, store, analyze, and report on historical statistics (SL%, shrinkage, occupancy, AHT, forecast accuracy, etc.)
Analyze call volume patterns by contact queue/type and service line
Assist in identification of call volume trends and averages on a daily, monthly, quarterly, annual, and seasonal basis
Report deviations from norm and recommend changes
Advise management (up to VP level) of observed workflow issues and/or trends
Communicate proactive adjustments to workforce requirements based on changing/dynamic forecasts
Participate in enterprise level projects representing Forecasting expertise
Collaborate with other departments to identify opportunities for improvement of resource utilization
Provide guidance and effectively partner with appropriate business leaders to integrate member channel demand into the overall forecasted need
Work in a 24/7 environment with the ability to work irregular hours, nights, weekends and holidays, including on-call duties for problem escalation
No direct responsibility but will work closely with management on workforce recommendations. Will provide input on policies and procedures regarding workforce management

Lead, Customer Care Resume Examples & Samples

Responds to customer correspondence and customer complaints and escalated customer calls
Conducts ongoing coaching and monitoring with each assigned agent and to other supervisor’s direct reports as required or assigned; elevates corrective action as needed
Works with the Sales & Quality Coach to develop and improve agents according to an established action plan and the result of call monitoring
Generates and reviews daily, weekly and monthly performance reports/statistics to assure the highest level of compliance to customer service and technical performance standards for order entry, sales, phone and general policies including Best In Class (quality) and commission programs
Focuses on defined department goals and objectives for assigned teams and provides ongoing progress reports to the Call Center Supervisor Team and the Call Center Managers
Generates and maintains excitement among CSRs for sales incentives and performance goals
Works with the Call Center Supervisors and Managers to identify training needs and develop training programs
Becomes proficient in all CSR’s job responsibilities; will assist individuals and may provide backup as needed
Identifies and presents opportunities for improved operational procedures and performance to the Call Center Supervisors/Managers on an ongoing basis
Maintains a high level of proficiency of at least one call center technology or specialized task (as assigned) and trains as backup to at least one additional technology or specialized task
Must be flexible on scheduled shift

Senior Manager of Customer Care Resume Examples & Samples

Act as dedicated business lead / representative with external care center. Partner with care center to design strategic plans, resource support and ongoing initiatives to support organizational goals
Partner with product and marketing team members to proactively develop training materials for existing and upcoming products, including communicating product enhancements and marketing/promotion initiatives. Develop teaching aids and reference materials including training manuals, reference material, visual aids, scripts etc
Identify and assess training needs for staff and develop and implement plans to address these needs for continuous improvement
Conduct ongoing training sessions to instruct staff on how to adequately address problems over the phone or how to write correspondence. Manage new hire orientation for new employees
Conduct regular on-site Individual call listening, monitoring, and coaching, as required
Develop, institute and continuously improve upon a comprehensive customer sale and save strategy
Provide feedback to the leadership team on status of training and staff comprehension, overall performance of external team. Make recommendations to improve processes and performance
Partner with care center, product and marketing team to develop escalation processes and procedures and provide feedback to management concerning possible problems or areas of improvement
Lead the implementation of talent reward and initiative programs to motivate the team. Monitor progress and improve as needed
Work with management on customer service initiatives, including gathering requirements for any customer care tool product enhancements needs for All Access (data/integration, front end care tools, reporting)
Identify and assess training needs for staff and develop and implement plans to address these needs
Regular updates and reporting on key KPIs
Analyze data and set key target objectives for each agent
5-7 years in a role managing customer service programs or agents for a premium brand
3+ years of Call Center Operations and/or Care Center Account Management experience
Knowledge of entertainment, streaming and VOD industry and products/devices a plus
Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation

Digital Director of Customer Care Resume Examples & Samples

Responsible for owning the operations and relationship with our outside vendor for the organization and determining appropriate resource support and structure to support business needs
Ensure company compliance standards are being followed in the customer care center
Oversee the migration, planning resources, support levels, systems needs, etc to ensure smooth transition and ramp up from internal care support to external team
Responsible for managing hiring, growth and development of a team of internal customer care managers that are responsible for leading external customer service center of client facing professionals
Responsible for the strategic planning and successful implementation of all facets of customer support and quality include creating and setting standards and processes in case management, escalation and issue resolution
Liaises internally and works closely with department leaders to understand products and priorities for successful delivery of services and support
Responsible for driving, organizing, and developing the Customer Operations team/systems and roadmap for SalesForce and other tools to achieve the highest levels of customer issue resolution through accurate, timely, proactive and professional communications with customers. This includes a case management system that spans all functional groups
Owns the customer care function to implement best practices across all the care teams, including achieving and maintaining benchmark response times, customer activity metrics goals including saves, and customer service performance standards for all customer care interactions
Communicate with cross functional teams what drives the primary customer issues and prioritize needs based on severity, volume of complaints and recommend feature enhancements based on customer feedback
Bachelor’s Degree with a concentration in quality or customer service field
10-15+ years in a customer service, call center environment
10+ years in managing customer service teams within the Entertainment and Sports industries highly preferred
Experience with Subscription business models and digital products
5+ years in customer care operations that included a focus on Sales retention and Save interactions
Experience with Salesforce highly preferred
Strong analytical, communication and negotiation skills, and quality assurance experience
Forecasting analysis skills
Team building skills including training, coaching, developing, and assessment of employees
Project management and time management skills
Business acumen including understanding business implications of decisions and orientation to profitability
Knowledge of market and competition in order to align work with strategic goals
Cost consciousness in order to work with approved budget
Motivational skills to set and achieve challenging goals with the team
Excellent written and oral communication skills with a strong customer service focus
Service-oriented disposition and the capacity to manage time and personnel
Strong organizational skills with attention to detail and meeting commitments
Ability to lead and facilitate multiple projects or tasks at once
Computer proficient, able to work with disparate systems and applications
Comfortable working in a matrix corporate environment

Customer Care Senior Specialist Resume Examples & Samples

Must have at least 4-5 year of Call Center experience. Out bound calls, special projects
Working Knowledge of Customer Service, Call Center, HR, Benefits, Health & Welfare Benefits
Using a computerized system, responds to customer inquiries in a Service Center environment
Provides assistance, training and troubleshooting support to lower level staff
Use “Click-to-Chat Writer” to communicate effectively and professionally to clients about their benefits
Must be comfortable being able to multitask and solve customer problems in addition to type 25 WPM
Must have at least a High School Diploma or GED but PREFER BA/BS degree
Previous experience with PeopleSoft preferred
Payroll/HR experience is preferred. Workday Experience would be a plus as well
Previous experience with Business writing is preferred

Customer Care Rotational Program Resume Examples & Samples

Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
Develops service policies, programs, and systems to support strategic direction
Monitors the expense process; establishes budgets and constraints to assure expense goals are met
Geographic flexibility and need to be open to relocation
Thrive in team-based culture and fast changing environment
Business acumen and global mindset

Customer Care Titles Representative Resume Examples & Samples

Demonstrated knowledge of specific Federal, State and Banking laws related to license and titling
Proficient, accurate data entry and filing skills with ability to combine alpha and numeric characters
Collaboration
Results Driven
Prioritize and organize work flows
Monitor and analyze title quality assurance standards
Delegate responsibilities as needed

Customer Care Team Ld Resume Examples & Samples

Dispute, chargebacks, or fraud experience required
Experience in handling fraud and non-fraud disputes, charge back experience preferred
Demonstrated subject matter expertise on company products and services preferred
Proficiency with Windows, MS Office Suite, and Internet Explorer

Software Engineer, Customer Care System Resume Examples & Samples

4+ years’ experience in programming, software design and architecture
Strong experience with PHP, JavaScript, Node, CSS, HTML, MySQL, MongoDB, Redis, Elasticsearch, RabbitMQ, or equivalent
Ability to work in a fast paced, evolving, growing and agile environment
Ability to work across the technology stack from user interfaces to backend services
Motivated self learner who can demonstrate a strong sense of ownership and accountability and drive end to end technical solutions
Ability to collaborate with the development teams on projects that may span a number of internal and externally facing systems

VP Finance, Customer Care Capability Resume Examples & Samples

Xerox Services governance processes · Monthly / Quarterly / Annual forecast & reporting · Programs to deliver cost efficiency and optimization · Sub-contractor administration · Purchase order and procurement activities · Facilities management & administration · Internal Control & Audit processes · Investment, impairment analysis & run-rate models · Cost-effectiveness and close collaboration with Industry groups · Xerox ad hoc requests and various related projects · Meet statutory reporting requirements
Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors
Constructs and may pursue alternative paths towards a solution
Exercises judgment in selecting method, technique and evaluation-criteria for obtaining results consistent with broadly-defined policies and practices
Work is accomplished with limited direction and determines and develops approach to solutions
Frequent inter-organizational and outside customer / vendor contacts
Monitors activities and communicates information across the organization. Position Qualifications
Significant experience / knowledge of commercial outsourcing
Formal finance/accounting qualification or Bachelor’s degree in finance, accounting, business or related field required
Yellow belt or Green belt preferred
Demonstrated successful performance in key finance roles
Ability to work, influence and communicate with all levels of management
Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow
Versatility, flexibility, enthusiasm, and a willingness to work within constantly-changing priorities
Proven leadership and business acumen skills
Prior experience in leading, developing, and motivating a direct team; including hiring and performance management
Demonstrated ability to interpret economic conditions and relevant business-indicators, and to anticipate the impact on the operation

Customer Care Team Leader Resume Examples & Samples

Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
Work closely with our Customer Care Knowledge & Optimisation Team ensuring your team efficiently handle translation requests for advisor & customer FAQ’s and training and process documents
Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve individuals contribution within the context of their existing job role
Conduct weekly quality checks on your teams work and manage the feedback process to aid Advisor development and improve service on a continuous basis

Customer Care Junior Analyst Resume Examples & Samples

Learn and remain current with Medicaid policy, procedures and billing guidelines
Act as liaison for out of state providers via phone, e-mail, DOM voicemails and web inquiries in an effort to assist providers or their billing companies with
Claims processing, submission or payment issues (detail analysis may be required)
Education and training
Enrollment
Remittance Advice requests
Complete the monthly New Provider Report
Assist Medical Review with provider contacts
Provide day-to-day support for the onsite field reps
Sign for departmental mail
Assist with provider workshops and webinars
Special Projects as assigned REQUIRED: (MINIMUM)
Bachelor’s degree in related field, or equivalent work experience
Excellent customer service skills, including the ability to resolve conflict, resolve customer complaints, and foster/maintain a good working relationship with client and providers
Minimum of 2 years of experience in health insurance/claims processing organization
Must be detail orientated, ability to multi-task, and strong organizational skills
Maturity of judgment under pressure/ability to resolve problems in a timely, effective manner
Personal integrity and demonstrated commitment to sound, ethical, moral and legal business standards and practices
Flexibility and ability to handle varied functions/conflicting demands
Good written/report writing and verbal communications skills demonstrating clarity
Proficiency with Microsoft Office 2010 Suite, including Word, Excel, and PowerPoint
Experience with MMIS

Customer Care Muse-temporary to Regular Hire Resume Examples & Samples

Supports all contact channels by successfully handling inquiries via email, chat, phone, social media and other channels as assigned
Assists customers with placing, tracking, and returning orders while maintaining a friendly, can-do attitude
Create a fun shopping experience by providing styling advice to customers
Ability to self-serve and multi-task in a fast-paced environment
Partnering with leadership team to escalate any site or system related issues
Provides follow up and action on customer service related issues if needed
Provides support to Operations, to include cross training and working in operational processes

Coord, Customer Care Resume Examples & Samples

Order Quality Audits
Reviews work orders on an ongoing basis
Provides on-the-spot coaching to help maximize performance of CSRs
Provides documentation of audited work orders to leadership teams for evaluation. Participates in training the quality programs to new hire classes
Researches the root cause of poor quality and recommends needed changes in processes or training
Identifies performance issues to Management
Associates degree required or the equivalent of High School Diploma / GED combined with years of work related experience
Strong working knowledge of Microsoft office suite. Including but not limited to, Microsoft Excel, Microsoft Word, and Microsoft Access
1 – 3 years of experience of customer service experience
Cannot be on any type of corrective action

Manager, Primetime Customer Care Resume Examples & Samples

Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. As a leader, we look to you to inspire teams to greatness with empathy and mindfulness of your impact on others from interns to the Board of Directors. And whether you’re in headquarters, New York, London, Tokyo or Bangalore, you’re attuned to emotional, situational and cultural surroundings and adapt your approach accordingly
Selecting Talent (Be a Recruiter) – You’re on top of current and future talent needs as the business evolves because one of your key goals is to build high performing teams. You do so by adopting a rigorous approach to hiring superior talent and are intentionally inclusive to attract diversity of ideas and experiences
Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows continually at Adobe. You’re an inspirational and effective coach; a leader who discusses expectations, feedback and development regularly with your direct reports. To succeed in this role, you’ll need to address performance gaps early and effectively, and be open to seeking feedback from others to improve your performance and your team’s
Leading Change (Be an Agent of Change) – Change leadership is what you do! You proactively identify opportunities to align team goals with organizational change. You’re great at building support for change because you communicate with conviction and you help those around you to see both the rational and mechanics for business changes and how to adapt accordingly
Scaling the Business (Be an Owner) – You’re someone who sees and understands the vision of the company. You’re able to articulate business strategy and develop business processes, systems and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability

Customer Care Group Manager Resume Examples & Samples

Cross-team collaboration within Operations, as well as with other areas of the company
Customer Care performance metrics including: Revenue and Orders; Conversion, Accuracy, Productivity; Customer satisfaction ratings; Quality of Service Contacts; and Call center metrics
Ability to lead and motivate a team to achieve results, including addressing problems
Ability to communicate and collaborate with a team of peers
Process Improvement
As a group manager, you'll need experience and success in developing leaders
Key Account Management
Outbound Sales

Team Lead Customer Care Resume Examples & Samples

Effectively communicate business objectives to lead a team of agents to meet and exceed Collections performance metrics
Must be current on all Collection practices and procedures to inspire team performance
Conduct bi-annual, annual and PGP performance appraisals using current HR tools
Manage employee performance by utilizing personal development plans and innovative coaching techniques to promote effective career-pathing
Be an active participant on our weekly performance call and be able to complete deep dive analysis
Analyze our weekly results and justify any discrepancies
Liaison with Industrial Relations and Human Resources to proactively manage performance and reliability standards
Liaison with our hiring and training center during periods of hiring at Residential Collections Operations
Be an active participant with the final interviews and selection of the new candidates
Recognize, reward, and celebrate individual and team achievements
Maintain and foster team focus by encouraging effective partnering and supporting empowerment across all levels
Ensure overall customer satisfaction for service provided by the agents
Assess calls to evaluate quality of service, identify trends, and coach accordingly to ensure business requirements are met
Daily analysis of results to objectives to develop action plans as appropriate
Work conditions: Monday to Friday 9:00am to 9pm and Saturday: 9:00am-5:00pm (Business hours can be subject to change)
Deep understanding of Residential Collections Operations
Operational knowledge of Billing Systems (One Bill, NM1)
Operational Knowledge of Multi Vu, Simple Arics, BCRIS systems
Experience in developing and delivering on performance metrics
Excellent verbal and written communication skills both in French and English
Capacity to create presentations and other documents (must have strong knowledge for the applications Word, Excel and PowerPoint)
Excellent organizational and planning skills
Values diversity and has the ability to understand customs and values of the individual and our Collection culture
The ability to make things happen by encouraging and channeling the contribution of others. Acts as a catalyst and sponsor for change and continuous improvement
Creative, innovative and driven by a clear understanding of our business goals
Analytical with the ability to find solutions
Leadership and proven ability for facilitating team work through strong listening and negotiation skills
Autonomous and able to make sound decisions
Proactive innovator, creative and with proven ability to think “outside of the box “
Result oriented with proven capacity to function in a changing environment
Ability to tailor leadership and coaching styles to compliment the diversity of the team
University or Community College degree in Business
Experience at management level in a call center environment
Minimum 1 years within Residential Collections Operation organization

Global Customer Care & Catalogue Sales Director Resume Examples & Samples

Allocate 30% of your time to lead, develop, coach and guide your team in establishing goals and developing their competencies that drive performance
Model the company culture, and exemplify our shared values on a day-to-day basis
Define, model and demonstrate the behaviours that enhance engagement, build enduring relationships and represent the Kit and Ace brand at all times
Support the development of a culture that balances financial results and an execution-focus with a fun, dynamic and creative atmosphere
Foster an environment of continuous learning and development that embraces individuality
Develop & implement the global customer care and catalogue sales strategy
Build and manage a highly skilled and effective global customer care and catalogue sales team
Responsible for resource planning for the customer care team, including international call center operations, live chat, email, and new customer touch points as they emerge
Responsible for ensuring the delivery of exceptional customer service while meeting targeted sales goals
Drive a consistent customer centric catalog sales approach across all channels
Work closely with the Digital Marketing and Social Media teams to ensure customer care opportunities are identified and managed correctly
Strategically plan to meet long term business quarterly intentions relating to seasonal peaks, business growth, new initiatives and product launches
Work closely with Kit and Ace developers and UX designers to ensure that business needs, customer feedback, and industry best practices are consistently updated
Be a strategic leader by identifying problems, seeking solutions, and outlining key company objectives
Transform strategic direction from executives to the operational and team level
Establish operational objectives and work plans based on company intentions
Recommend changes to critical policies and establish new processes
Frequently coach, direct and lead multiple teams
Act as a resource for the team to remove barriers to meet team intentions
Identify effective solutions that will continuously enhance customer care as a service to ensure maximum customer experience, satisfaction, and sales
Recruit and retain high quality customer care specialists
Clearly communicate the Kit and Ace Global Customer Care vision, strategy and objectives
Proactively develop team and individual performance intentions and sales goals

Customer Care Junior Analyst Resume Examples & Samples

Assist in preparing, analyzing, and managing external through performance reporting and metrics
Ensure communications with cardholders and external clients are clear, concise and appropriated with the audience in mind
Work with business units to determine the grounds for complaints and escalations, strive to resolve, identify and assist in the effort to repair root causes
Lead projects aimed at driving down escalation rates and improving customer experience

First Call Customer Care Collections Resume Examples & Samples

High School Diploma, GED or equivalent experience
Excellent communication and negotiation skills
An open and friendly way of communicating that can put clients and colleagues at ease
A strong interest in continued learning and career advancement opportunities

Dutch & German Customer Care Banking Resume Examples & Samples

This is a full time position
Permanent opportunity with an international bank
Unlimited career progression opportunities
Attractive salary and excellent benefits package
Mon - Fri standard business working hours
Dynamic and international working environment with well-established structure
Located in Dublin City Center within walking distance of Bus and Dart services
Quick face to face interview process in Dublin with prompt feedback
Before starting in the role, full training will be provided on banking, customer service and communication techniques
Dealing with private and business clients
Dealing with banking and electronic banking and helping clients with queries

Customer Care Lead Resume Examples & Samples

Subject matter expert on Oakley Customer Care processes, procedures, and policies
Answer calls from Universal Customer Care Representatives regarding general product and operational questions
Participate in call center operations by taking phone calls, answering emails, chats, and social media as volume dictates
Assist as training support and mentors for new hires and Universal Customer Care Representatives
Identify bottlenecks, system issues, Customer and Account concerns, and productivity issues within the department and provide solution-orientated recommendations for process improvements to Leadership and Training Teams
Other responsibilities as assigned

Customer Care Lead Resume Examples & Samples

Subject matter expert on current Oakley, OSI and ESS products and services, including optics (sun and ophthalmic), Rx, and apparel, accessories and footwear (AFA)
Subject matter expert on Oakley Customer Care and Oakley Standard Issue/ESS processes, procedures, and policies
Accept and respond to escalated calls, emails, chats, and social media inquiries from Customers, in a timely manner
Provide floor support to Universal Customer Care Representatives in their day-to-day activities
Identify bottlenecks, system issues, Customer concerns, and productivity issues within the department and provide solution-orientated recommendations for process improvements to Leadership and Training Teams

Customer Care Agents Resume Examples & Samples

Evaluate content based on our clients guidelines and policies
Reviewing user made reports that flag offensive postings
Back office (non-voice) support
Ensuring a quality experience for all users according to our clients terms of service

Customer Care Analytics Summer Intern Resume Examples & Samples

Gain knowledge and experience in Customer Care Operations
Gain the opportunity to make an impact on Comcast's business and results
Participate in developmental activities
Network with leaders across multiple functions
Receive a hands on experience and see the frontline aspects that make cable possible
Actively participates in development, thrives as a dynamic, proactive, and continuous learner
Helps to improve Comcast's results through a project or series of work in Customer Care Operations
Opens, sorts, and distributes mail
Processes routine items and records
Answers phones and takes messages or provides information
Operates various office equipment
Assists with projects to ensure deadlines are met

Coordinator, Customer Care Resume Examples & Samples

Will be expected to perform routine clerical duties, such as maintaining correspondence, invoices, and other indexed records arranged in a file according to an established system
Collect, review, and input financial data into a computer processing system
Assist with gathering data for expense report
Composes memos, transcribe notes, researches and creates presentations
Generates reports, handles multiple projects, prepares and monitors invoices, and financial reports
Assist with compiling and developing the annual budget
Must be familiar with a variety of the concepts, practices, and procedures which relies on experience and judgment to plan and accomplish goals and performs a variety of complicated tasks to assist Management
Reserves and maintains conference rooms schedules
Must have a Bachelor’s degree in a related field; a minimum of two years experience; or equivalent combination of education and experience
Proficient in MS Office including Access. Must be able to type at least 35WPM
Must be detail oriented, organized, flexible and able to multi-task while adhering to strict deadlines

100

SVP, Global Customer Care Services Resume Examples & Samples

Needs experience managing a comprehensive, growing business in a distributed support model (not all resources are in one location)
Must appreciate and enjoy the challenges of these environments and have direct ownership of managing them, and not being a consultant or support to the person who owned the challenges and successful delivery of services
Building, managing, and motivating a multilingual and multicultural global team
Developing management/leadership talent (not just direct reports)
Defining the appropriate balance of employee, contract, and outsourced staff
Hiring and contracting for seasonal or project-specific staff (quick ramp-up, quick ramp down)
Ensuring staff understand their role in delivering these important services that align to key corporate goals
Leading by example to ensure the work environment is healthy, positive, and motivating
Promoting the business to an internal network of product and sales professionals to mobilize the company towards expanding its footprint of contact center business
15+ years’ experience with progressive career growth in global, multi-market organization operating a 24x7x365, consumer-facing support environment
Bachelor's degree required, Graduate level degree preferred
Dynamic leader and communicator
High personal integrity, ethical and straightforward

101

VP, Customer Care Resume Examples & Samples

Bachelor’s Degree in Business or related field
Ten years of contact center experience, including five years of experience managing large multi-product, multi-location centers (500+ inbound call representatives)
Experience leading significant change initiatives, preferably in contact center transformation
Leadership skills and progressive, cutting edge and “outside the box” thinking to drive outstanding performance
Ability to make strategically important decisions impacting expenses, operational policy, systems, etc
Customer service centric mindset
Understanding of CRM tools and telephony systems (IVR's, Workforce, etc.)
Insurance and/or financial services industry experience

102

Customer Care Chat Assistant Resume Examples & Samples

Maintain a high level of world-class customer service/professionalism to a wide range of customers
Ability to adjust work schedules as needed considering open flexibility
Ability to accurately type (WPM vary based on Client Requirements)
The ability to work in a team environment, to perform under pressure, and sit for long periods of time

103

Manager, Campaign Customer Care Resume Examples & Samples

Base knowledge of the W3C’s Web Content Accessibility Guidelines v2.0
Exposure to current tools used by people with disabilities (screen readers and other assistive technologies)
Experience with accessibility evaluation and validation software
Understanding of input and output modes used by people with disabilities
Familiarity with compliance requirements - state, Federal, international
Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. Whether you’re an individual contributor or a people manager, you’re someone who’s empathetic and mindful of your impact on others
Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows constantly at Adobe. To succeed, you’ll meet frequently with your manager to receive ongoing feedback, set challenging performance expectations, and pursue continuous development opportunities
Leading change (Be an Agent of Change) – You readily adapt to business changes. Ambiguity or uncertainty never seems to stop you from working productively. You’re maniacally focused on execution and you’re always looking at new approaches to resolving issues
Scaling the Business (Be an Owner) – You approach your role as if you own the business. The buck stops with you. Your goal is to always deliver an exceptional customer experience by listening to feedback and continuously looking to improve efficiencies

104

Customer Care Team Leader Nights Resume Examples & Samples

Ensuring customers queries are answered with the aim of a first time resolution and are responded to within our agreed response time
To ensure the best Customer Care experience is given to all customers
Drive on-going language support for our outsource centre to quality monitor advisor responses and CSAT results
Review and understand key Customer Care reports and be able to feedback key messages from this to your team
Conduct and document effective monthly and annual performance reviews with your team
Contribute to the development of the Customer Care department, fully participate in management meetings and provide open and honest feedback to the Customer Care Leadership team about opportunities and support required
Any other activities or responsibilities as reasonably set out by the Customer Care Leadership Team

105

Customer Care Resume Examples & Samples

Serving as the brand ambassador to ensure all customers receive the highest level of service at every point of interaction
Delivering a standout experience to every customer via phone, email, chat, social media, and in-person communication
Maintaining extensive product and fit knowledge
Resolving customer issues as quickly and efficiently as possible
Enthusiastically and positively presenting products to customers
Striving to meet and exceed customer retention KPIs
At least 1-2 years of previous sales experience; fashion background preferred
Self-motivated, collaborative, and organized
Analytical with a sharp eye for detail
Proficient in MS Office, warehouse management systems, ERP systems, and other web-based order/allocation programs; strong Excel skills a must
Proven ability to achieve results through creative and proactive problem solving
Your independent work ethic and commitment to providing exceptional customer service will ensure you success in this exciting role

106

Customer Care Collector Resume Examples & Samples

Previous experience in lending or collections
Solid knowledge of bank products and services
Thorough in-depth customer/client service understanding from a
Collection perspective
Well-developed communication skills both written and verbal
Strong attention to detail for accuracy
Advanced analytical and problem solving skills
Solid knowledge of collection methods and processes i.e. listening,
Excellent computer skills in Microsoft office applications
Post-secondary education an asset
BILINGUAL (ENGLISH & FRENCH) mandatory for the role

107

Credit Card Dispute / Customer Care Resume Examples & Samples

Customer dispute resolution and call center experience a plus
Proficient / Advanced skills using a PC and business office software (Microsoft Word, Excel, Outlook)
Confident, independent decision maker
Investigative Skills
Ability to accurately communicate decision processes
Able to negotiate with and handle sometimes difficult customers (able to deflect, disarm, and diffuse any verbal conflicts) with poise and professionalism
PCI (Payment Card Industry) background a plus
Furthers the Fiserv culture and values

108

Customer Care Graduate Scheme Resume Examples & Samples

Conduct and document effective weekly, monthly and annual performance reviews with your team
Review and analyse key Customer Care reports-be able to identify strengths and development areas to share with your team and from this set measurable actions
Setting clear actions and ensure there are appropriate levels of engagement and feedback to continuously improve our employees performance in their existing roles
Engage and motivate your team throughout the shift and share business/ team performance updates in a pre-shift brief
Document and maintain a library of business processes and policies for all business areas within Customer Care and identify efficiency gains
Use analytical approaches from various methods to identify cost saving opportunities and highlighting customer blockers to the department and wider business
Highlight changes, based on our roadmaps and strategic goals, to drive continuous improvement, while validating these changes via reporting and ensuring appropriate change management sign off is followed
Support in implementing technical changes to our Customer Care systems, ensuring the changes are to improve both the advisor and customer experience
Support with the delivery of training and development of Customer Care globally - including new starter training, recurrent/on-going training, channel specific and specialist functions
Be restlessly innovative - creatively updating training material, keeping it fresh and energised and looking for new ways to deliver training based on skills families and in line with competencies
Support the training team in ensuring training material is up to date and reflects new policy and process changes. Champion the customer and suggest new policy and process changes while taking into account Customer Experience, Advisor Experience and business benefits
Supporting the Forecasting and Scheduling Manager to effectively delivery customer service levels
Monitor contact queues and service times in real time and adjust employee resource accordingly
Create and maintain shifts and schedules for Customer Care advisors and teams
Support with the forecast planning and tactical resource modelling for future resource planning
Collate insights into customer issues and feedback to stakeholders within the business to improve the customer journey
Support with issues that may occur for customers or teams within Customer Care
Work with customer, advisor feedback and MI to proactively identify opportunities for improvement to drive customer satisfaction, productivity and First Contact Response improvements and protecting the business from risk
Passion for working as part of a team
Excellent communication skills, especially verbal, with the ability to communicate effectively with all levels of staff
Experience of working with stakeholders at all levels across the business
Experience of using analytical skills to problem solve, identify solutions and be able to interpret data trends
Self-motivated, flexible and able to adapt to changing circumstances
Strong customer focus and willingness to promote service excellence within the team
Ability to make the decisions under pressure
Experience of building strong working relationships
Drive and ambition to succeed
Competent user of Microsoft Word, Powerpoint, Excel

109

Manager of Customer Care Resume Examples & Samples

5 years of relevant customer service experience
Highly organized and able to manage multiple priorities
Exercises sound judgment while working through ambiguous and challenging situations
Able to adapt to changing priorities

110

Customer Care Resume Examples & Samples

Superior customer satisfaction skills
Stellar creative problem solving mindset
Demonstrated ability to adapt to and learn new processes (Experience teaching and/or coaching others is a plus)
Ability to remain flexible in a rapidly changing startup environment
A bent for independent self-motivation while collaborating with a larger team
Strong written and verbal communication abilities is a must
Comfortable within a fast-paced, results-oriented environment
Proficient with computers, email, and internet based applications
Flexible availability in line with our goals of providing best possible coverage to our customers (Some of our schedules include evenings and weekends)

111

Turkish Customer Care & Admin Financial Services D Resume Examples & Samples

Before you start, you will be fully trained for the role on banking, customer service and communication techniques
Dealing with business clients in relation to banking products, registering new customers, completing and checking on compliance requirements
Complete fluently in Turkish and English in speaking and writing
Interested in working for international financial services organization
Full and unrestricted visa for the Republic of Ireland

112

Customer Care Specialists Resume Examples & Samples

Handle inbound and outbound calls including enrollments, claims and general
Respond to customer email inquiries and requests
Troubleshoot any customer account issues
Provide excellent customer service while delivering the Wow!
Assist in special projects or other duties as assigned
1-3 years’ experience in customer service or sales
Prefer two years’ experience in the veterinary hospital setting
Passion and love for animals
Fun, easy going personality with the ability to easily and clearly converse with our customers
Excellent computer skills and proficiency including a strong understanding of the internet and ability to complete online research
Good comprehension and composition skills
Proven ability to work as a team player in order to maximize the effectiveness of the team
Positive can-do attitude and enthusiasm to work in a high energy, start-up environment
Strong multitasking skills and the initiative to get tasks completed
Flexible schedule with the ability to work long hours as needed

113

Analyst, International Customer Care Resume Examples & Samples

Ensure and coordinate the timely shipment of finished goods and accessories to our international affiliates
Problem resolution including timely fulfillment of back orders. Arrangement of expedited material including air shipments and direct shipments to affiliates
Project management including identification of potential process and efficiency enhancements and cost reduction projects
Management of issues related to transfer of goods between manufacturing and distribution systems
Maintenance and coordinate of the North America Free Trust Act process

114

Customer Care Senior Specialist Resume Examples & Samples

Reduced on-phone time to allow for agent assist and duties
First point of contact for agents and call escalations
Assists the Supervisor with daily operations of the call center including, analyses, staffing, training, and reward/recognition programs
Assists Supervisor in gather data for daily, weekly, and monthly reporting
Assists Supervisor in implementing and upholding established policy and procedure
Reviews calls and conducts Co-coaching with Supervisor
Reviews errors to determine opportunities for coaching
Assigning and tracking routine tasks and Provider File Updates to call agents
Ensuring QAT is complete and on time
Reporting data as required or requested
Provides daily direction and communication to agents ensuring customer service calls are answered in a timely, efficient and knowledgeable manner

115

Customer Care Director Resume Examples & Samples

Directs and controls the activities of the following functional areas within the call center: inbound, outbound, collections, skip-trace, IVR, hub operations, and resolution management through several department managers and in various offshore locations
Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods
Receives assignments in the form of objectives with goals. Establishes operational objectives and work plans, and delegates assignments to individual contributors or subordinate managers
Responsible for developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect
Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives
Delegates to subordinates to perform assessment of key functions within the department and implements process improvements and procedural updates, as needed
Makes recommendations to introduce new and/or improved automation to increase overall efficiency
Ability to travel 25% is required
Bachelor’s degree required and advanced degree preferred
5+ years in student lending call center business strongly preferred, other regulated lending experience considered
Proven track record of in leading, developing, and motivating a team
Hands on experience with CMS, eWFM, Verint, Noble Autodialer a plus
Demonstrated proficiency in process improvements from development through implementation creating efficiencies in work production
Excellent leadership and interpersonal skills
Proficient (medium to high skill level) with various applications such as MS Excel, Word, PowerPoint

116

Customer Care Operations Manager Resume Examples & Samples

Manages all aspects of customer service/call center function including scheduling, training and employee counseling
Coordinates work assignments for all call center staff
Establishes unit goals and performance standards
Develops plans to ensure goals and standards are met or exceeded
Monitors performance, documents performance issues and implements disciplinary procedures in accordance with company policy
Prepares daily, weekly and monthly reports
Assists in interviewing candidates and evaluating call center personnel
Bachelor's degree in business related field
3+ years of supervisory/management experience
3+ years in customer service or call center
Ability to manage workflows and staff
Ability to interface at multiple levels of leadership
Knowledge of the use of PC's and related software
Experience in child support or similar human services area preferred

117

Customer Care Administration Agent Resume Examples & Samples

Run and review daily reports to: ensure payment is taken on all reservations, ensure reservations have the correct deposit and cancellation policy, correct reservations booked with unassigned room numbers, and maximize inventory Do Right
Complete weekly competitive rate shops to be sent to the Revenue Management team Drive Value
Conduct refunds to guest credit cards Do Good
Review and process TravelGuard travel insurance claims Do Right
Provide feedback to management regarding opportunities to improve processes and/or add items to the agent training agenda based on observations made while completing daily reports Serve Others
Assist in new agent training by conducting site tours Serve Others
Answer phone calls when abandonment levels reach or exceed 4%— provide guest service on each call and convert sales opportunities to bookings Serve Others
Monitor call volume and act as the opening QC Lead or Floor Lead to ensure phone volume is monitored at all times Drive Value
Must have the ability to multi task and coordinate follow up on outstanding issues
Ability to identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions; use effective approaches for choosing a course of action or developing appropriate solutions; take action that is consistent with available facts, constraints, and probable consequences
Must be able to sit for long periods of time
Ability to adapt to ever changing schedules and processes
English proficiency
Previous hospitality experience
Previous guest service or slaes experience
Previous experience with LMS

118

German Customer Care Banking Dublin Centre Resume Examples & Samples

Working in an international and dynamic team with excellent working atmosphere
Complete fluently in German and English in speaking and writing
Previous customer service or call centre or technical support experience
Professional manner

119

Team Lead Customer Care Resume Examples & Samples

Coach, develop and motivate CRC representatives to meet and exceed customer and business expectations
Listen, include and lead team through decision making and process change
Complete quality inspects and approvals for written correspondence
Ensure Standard Operating Procedures/Blueprints are practiced and followed on an ongoing basis
Maintain and meet deadlines for each complaint avenue
Continue to make process recommendations and improvements by asking questions, engaging team and sharing ideas
Respond to Executive team, actioning urgent requests and providing resolution updates
Build and maintain good working partnerships throughout BRS and BM
Ability to stay calm under pressure
Motivate employees and help to create an environment that fosters positive relationships, builds trust and mutual respect, and encourages employees to excel
Strong customer orientation, the ability to resolve customer service issues, negotiate with clients and representatives while maintaining and growing a strong partnership
Ability to use all resources and to think out of the box when resolving and being consulted on how to conclude a complaint
Organize and plan effectively to consistently meet and exceed customer, team and executive expectations
Determination and Focus on leading and motivating
Active listening skills and capable of communicating in a way that engages others in dialogue and builds rapport. Demonstrates authenticity through respect, empathy, and interest in others
Performance management (Coaching)
Understanding of TV and BM business practices and applications an asset
Help Desk/escalations experience
Minimum 2-3 years experience leading a team
Demonstrates a commitment to personal development

120

Global Customer Care IT Technical Lead Resume Examples & Samples

Leads the GCC portfolio consisting of applications and tools for worldwide call centers, including maintenance of legacy environment and the development of current technological solutions
Be a technical lead, drive technology solutions and key architecture decisions
Drives and tracks initiatives around the development and continuous improvement of the IT operational model including utilization of Lean Six Sigma
Develops plan for systemic operations reviews - ensures execution on plans to deliver the business for HP
Drives governance of the program, while tracking specific activities and financials
Provides dashboards and conducts reviews, escalating issues as appropriate
Ensures IT strategy and direction are set, known, and followed
Close alignment and engagement with business partners, and vendor management
Demonstrated ability to drive multiple initiatives and projects in a dynamic growth environment
Global operations experience in a high technology environment a plus
Working knowledge and/or experience of HP's businesses
Regional and global experience and knowledge
Must have experience with SaaS applications
Must have experience with Customer Support CRM and Call Center environments
Strong technical skills in .NET/Web Services/Integration experience with ERP systems
Be able to flex between technology and business analysis function and open to embrace changes in role on need basis
Knowledge of MS Dynamics is a definite advantage
Field service management & processes
Experience with full software development life cycle (SDLC), software development, and testing methodologies
Show strong troubleshooting skills
Strong capability to interact and own the business relationship and partnership
Demonstrated continuous improvement in process enhancements and driving tangible results
Financial experience a plus, setting budgets and tracking costs
Vendor management or demonstrated ability to drive external parties to planned deliverables
Knowledgeable in elements and application of Lean Six Sigma a plus
Experience with planning, strategizing, and setting direction
Bachelor's degree in a related field of study (Electrical Engineer, Operations, Business, etc.) with a minimum of 8 years of experience
Master's degree with a minimum of 6 years experience is preferred
Ability to analyze complex problems and make sound decision based on technical information and business need specific to the organizations strategy
Ability to manage multiple activities and drive results
Proven leadership skills, to include influence and persuasion across cultures, geographies, and levels of organizations often serving as a change agent
Strong ability to establish and maintain relationships, internal and external to HP
Demonstrated ability to develop cross-functional relationships and navigate a complex matrix organization
Must be able to interact with key executives of HP, customers and partners
Positive & flexible outlook

121

Global Customer Care Pole Leader Resume Examples & Samples

Execute the HPS Global Customer Care strategy in alignment with HPS and Line of Business (LOB) Leadership
Direct management of the EMEA Global Customer Care (GCC) leadership team (6 - 8 direct reports) responsible for various Regional Administrator and Center of Excellence customer care activities
Ensure customer intimacy is maintained in all HPS customer care activities. Ensure activities, both short and long term, positively impact customer satisfaction and help drive additional business for HPS
Responsible for leading an organization of 130+ customer care employees in the EMEA
Drive customer care fulfillment projects and be actively involved in other customer-related projects
Take ownership of customer incidents (internal/external) and work with LOBs and Functions to ensure timely resolution
Drive business opportunities for LOBs through customer relationships eg. leads, data analysis, up selling, etc
Drive productivity through an efficient and effective Center of Excellence function which provides support to customer-facing orgs. E.g. order taking, project set up, invoicing, etc
Ensure all operations are delivered to globally defined process and in accordance with the global quality requirements and ISO 9001
Business Relationships: Maintain high level of knowledge of the marketplace, technology and application trends. Represent the Pole to the Global GCC Leadership; Solicit resource support and gain acceptance of GCC practices within the Pole
People Management: Serve as change agent - influence, consult, and lead efforts for sharing and standardizing of best practices and processes
Thoroughly understand and follow company policies especially with respect to exposure of the company to financial risk and adherence to policy and procedures on business ethics
Active member of a team environment sharing knowledge and experience to extend the success of the business unit
Drive strong business results in the Global Customer Care Score Card including key metrics to measure the performance, efficiency and quality; Interface with the other Pole Functions including Sales, Projects, Services, Advanced Solutions and Proposals and Estimating
Responsible for internal communication to insure that the objectives and results are communicated, tracked and aligned with the GCC vision
Fluent in English (written and verbal)
Strong Communications skills, able to present concise plans and ideas to executive level in a diverse work environment
In -depth understanding of complex business systems such as Siebel
Strong proficiency at all Microsoft office applications
Proven ability to work in ambiguous work environment with largely objective oriented guidance
Proven ability to work in virtual work environment
Self motivated to deliver on complex assignment with quality results
Excellent communication skills and relationship building skills, at all levels of the organization
Strong PC skills a must, knowledge of database applications a plus
Self motivated and directed
Multilingual skills and cross-cultural experience preferred
Ability to think and act with integrity across Regions and Functions
Strong bias for action and results oriented strategic and tactical behavior; strong conflict management and influencing skills
Proven ability to make decisions necessary to keep a project on track
3+ years process automation industry experience
Experience with booking and invoicing
Experience with project and program management
Global business experience and the ability to work across multiple cultures and geographies
Bachelor’s degree / MBA preferred
A minimum of 5 years management experience
Excellent customer service skills / customer relationship management
Ability to work across organizations to accomplish goals and objectives and satisfy customer requirements
Experience with the Honeywell Operating System preferred Experience with the Honeywell Operating System preferred
Track record of developing, executing and achieving tactical and strategic initiatives through active leadership that positively impact global business plans, operating profits, practices, policies and procedures
Proven leadership skills

122

Customer Care Team Member Resume Examples & Samples

Demonstrated experience with complex computer skills, including use of operating systems and databases
Demonstrated familiarity with skilled trades nomenclature, and in a skilled trades work environment
Demonstrated experience with construction scheduling programs
Familiarity with the operation of computerized maintenance management systems

123

Customer Care Administrator Resume Examples & Samples

Maintain the Customer Care Database and communicate issues/improvements with the programmers and the Customer Care team
Execute projects relating to renewals, contracts, contact reach out lists, MW tracking, and various other things as depicted by the departmental needs
Handle mailings for USPS and FedEx letters, checks, sporting tickets, etc…
Assist in the coordination of payment preparation and execution
Prepare and deliver daily and weekly Customer Care call reports
Create customer files and maintain the file room
Order department supplies for mail-outs
Assist with miscellaneous duties as assigned
Organized, task oriented, and strong attention to detail
Highly proficient in Microsoft Office: Word, Excel, and Outlook
Ability to thrive in a team environment
2 plus years of administrative experience preferred

124

SBS Customer Care Representative Representative Resume Examples & Samples

1 year experience in customer service, dealing with internal and external customers in both positive and difficult situations
Must be flexible and able to work different shifts to provide maximum support on a regular and as-needed basis
Familiarity with PC-like hardware/software

125

Customer Care Liaison Resume Examples & Samples

Requires a minimum of 3 years experience of the following: demonstrated business experience and knowledge; customer service within a call center or banking center environment
Advanced knowledge and understanding of banking deposit account products and services as well as Bank policy, guidelines, and disclosures
Requires the ability to make sound decisions, demonstrating resourcefulness for innovative solutions in problem solving
Exceptional verbal and written communication skills. Superior listening skills
Highly productive in time sensitive environment
Demonstrates organizational skills
Ability to develop and establish an excellent rapport with subject matter experts and business unit
Advanced computer skills utilizing applicable PC software to include Microsoft Office, Excel, PowerPoint, and various Bank applications; including, AmDocs, Rumba, Web-Ammo, MPower, etc

126

Business Intelligence Analyst Customer Care Resume Examples & Samples

Use data to tell a story. Make insights and recommendations to help acquire new customers, reduce customer attrition, or grow our revenue
Use data mining techniques to reduce customer attrition and find new revenue opportunities
Build dynamic and rich dashboards using out-of-box features, customizations, and visualizations
Perform large-scale data analysis and develop effective statistical models for segmentation, classification, optimization, time series, etc
Identify actionable insights, suggest recommendations and influence the direction of the business by effectively communicating findings to cross functional groups
Experience with our current platform, including

127

Customer Care Resume Examples & Samples

Experience providing technical support for hardware products
Familiarity with ticket or case management systems (Zendesk)
Experience with 3D modeling, printing and digital fabrication
Please note this position is based out of our Somerville, MA office

128

Customer Care Resume Examples & Samples

You enjoy creating, crafting, forming, making, repairing, and playing with new tools
Experience with 3D modelling, printing and digital fabrication
Finesse on the phone; you know when to listen and when to talk

129

Customer Care QC Representative Resume Examples & Samples

Utilize various systems to observe calls, record and track results
Clearly convey instructions, constructive criticism/corrective action and positive feedback in verbal and written
Minimum 1 year of experience training, evaluating employees’ performance or coaching others to improve performance
Two plus years of relevant experience in a call center environment to include problem resolution and or sales
Knowledge of Simply Smart Customer Care department technology
Understanding of performance measurement concepts dealing with customer service and call quality
Strong work ethic with a high level of honesty and integrity
Able to handle multiple tasks simultaneously and work with ambiguity
Capable of utilizing sound judgment and making logical decisions independently
Bilingual communication skills, both written and verbal preferred but not required
Capable of coaching others and communicating in a confident manner that fosters employee growth and development
Maintain professional conduct at all times

130

Customer Care Analyst Resume Examples & Samples

Help develop, implement and execute a workforce management system that positions Rockwell Automation Customer Care as a world-class contact center
The Analyst will help forecast, monitor and balance call volume, service levels and call center resources while maintaining a positive experience for customers
Actively seeks, anticipates and identifies potential issues. Offers solutions and makes recommendations to ensure proactive resolutions to meet customer expectations
Analyze trends and present metrics to the organization on key performance indicators and support the initiatives focused on improving customer satisfaction. Provide guidance to improve employee performance, customer service levels and overall customer experience
Develop strong familiarity with daily Customer Care functions and performance metrics such as Service Level, adherence, AHT, ASA, etc. Ability to create process documentation and appropriate job aids
Test data for accuracy and completeness using statistical methods and generally accepted business rules
Act as an expert in current and emerging trends in call center operations including workforce optimization techniques
Minimum of two years of experience in a Contact Center / Customer Care environment, preferably in Workforce Management or performance monitoring, is required

131

Customer Care Operations Analyst Resume Examples & Samples

Take ownership for the operation and improvement of telephony and related systems that position Rockwell Automation Customer Care as a world-class contact center
Identify and assess requirements for system changes, enhancements or new functionality to deliver a low effort experience. Plan, develop and deliver the appropriate communication
Participate in activities related to the development, implementation and maintenance of business continuity and disaster recovery strategies and solutions. Act as a coordinator for continuity efforts after a disruption event
Synchronize data from multiple sources using appropriate query and analysis tools
Act as an expert in current and emerging trends in call center operations with a focus on customer interaction channels/technology
BS/BA required. Business, engineering or IT field preferred
Minimum of five years of experience in a Contact Center / Customer Care environment, preferably in Workforce Management or performance monitoring, is desired
Previous experience with Contact Center and Workforce Management applications (i.e. CISCO, Verint, Finesse, Aceyus, etc) is desired
Excellent communication skills both written and verbal. Exemplary listening skills
Equally comfortable working independently and collaborating with others

132

Temporary Customer Care Representative Resume Examples & Samples

Establish an ongoing support relationship and educate the volunteer on aspects of fundraising
At least six months customer interaction experience including managing accounts/clients and demonstrating strong customer satisfaction focus
Exceptional communication skills, both verbal and written, including typing accuracy
Critical thinking and problem solving skills to delight our customers
College degree, preferred
Interest and knowledge in health, fitness or nutrition

133

Customer Care Representative Shift Resume Examples & Samples

Assists with customer problems such as missed shipments price adjustments and backorders; continually strives for prompt resolution
Frequently works with field sales associates in coordinating special orders accepting quotations typing and manufacturer calls
Works with warehouse associates customers and field sales associates to ensure that the order process runs smoothly
Processes all phone fax mail e-mail dropship and verbal orders from customers
Responsible for providing customers with accurate answers to questions and complaints regarding products and services; if unable to provide assistance escalates customers to Customer Service Supervisor or Manager in a courteous manner
Performs data entry for purposes such as processing orders accessing previous orders and special orders and providing customers with current prices; researches any other inquiries as requested
Assists customers with backorders by offering substitutions and alternatives whenever possible contacts manufacturers for delivery information prices and availability and changes in stock number
Communicates with all departments within the Distribution Center as well as field sales associates
Serves as liaison between customers and field sales associates
Makes suggestions and recommendations to Supervisor/Manager in an effort to continually improve customer service operations
Complies with all appropriate policies procedures safety rules and regulations
Good decision making skills
Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction
Familiarity with ABC products services and pharmaceutical distribution operations
Basic knowledge of Microsoft Word Excel and inventory management system

134

Customer Care Representative, / II / III Resume Examples & Samples

Curious about others
Sincere satisfaction in providing a high level of service
Desire to solve problems and dig deeper
Ability to connect the dots for members

135

Empire Bcbs Customer Care Representative Resume Examples & Samples

Analyzes problems and provides information/solutions
Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims
Seeks, understands and responds to the needs and expectations of internal and external customers

136

Customer Care & Sales Specialist Resume Examples & Samples

Thank guests with genuine appreciation and provide a fond farewell
Assign confirmation/cancellation numbers and clearly relay this information to callers, giving them the option of emailing and/or faxing these numbers
Follow "up selling" techniques and sales strategies in order to maximize property revenue
Process all reservation requests, changes, and cancellations received by phone, fax, or mail
Indicate special room reservation types (e.g., complimentary rooms, employee discounts, travel agent inspection rates, and wholesale reservations) by inputting the correct code and rate into the reservation system
Learning
Customer Service Orientation
Team Work
Diversity Relations

137

Analyst, Customer Care Team Resume Examples & Samples

3+ years analytical experience
Financial analyst experience a plus
Enhanced analytical and forecasting skills; able to work with and interpret data to inform business decisions
Familiarity with accounting principles
Strong communication skills and ability to work on cross-functional teams
Ability to represent the needs and interests of the team, communicating strategies and coordinating efforts and implementation plans
Detail-oriented, thorough, accurate
Diligence in keeping reports current (format, content, distros, delivery)
Ability to confidently present one’s point of view both orally and written

138

Customer Care Repesentative Resume Examples & Samples

High school education
MUST knowledge of the English language at a level allowing professional work and communicate with internal and external clients
Necessary knowledge of another language or Western European languages (Ideally, Italian, Spanish or French) to permit professional work and communicate with internal and external clients
Prior experience in customer service, logistics and trade very welcome
It should be working knowledge of office programs, experience with Oracle or other CRM system advantage

139

Customer Care Resume Examples & Samples

Inventory control and cycle count resolution in SAP system,
Updating inventory levels,
Seeking for balance discrepancies,
Product management (monitoring efficient distribution flow, swapping outdated and destroyed inventory),
Communication with Sales team and Front Office and in the country you are serving,
Reporting tasks

140

Customer Care Senior Assistant Resume Examples & Samples

Telephone handling. Responds to calls within three rings thus avoiding abandoned calls. Able to give ready answers to inquiries on products, interest rates, policy values and other policy information
Documentation of complaints and incident reports. Effective and timely reporting of complaints through QSM database. Refers to the proper channels complicated cases for appropriate actions. Able to discern sense of urgency
Implementation of policy changes and corrections. Follows written procedures when enforcing on-line adjustments to ensure accurate policy information
Conservation. Offer other non-forfeiture options to clients applying for cash surrender in effort to keep the business
College graduate of any four 4 year Course
Two years or more work related experience gained from an insurance or financial services company
Personal qualities of integrity, credibility and strong work ethic

141

Rep, Customer Care Resume Examples & Samples

Interact with customers via telephone and various communication channels as assigned regarding the purchase, use and application of products or the fulfillment of all order types within department efficiency and quality goals
Provide documentation or written advice pertaining to technical evaluations, warranty service conditions, order status and fulfillment, resolution of product or order issues and compensation
Work independently and interact with customers in a manner that promotes brand loyalty, customer satisfaction and repeat business
Access multiple technology resources to grasp product knowledge to relay product information to customers and partners
Utilize basic negotiation skills, conflict resolution and problem solving when necessary and escalates issues to management as needed
Be ready and available to serve customers and partners according to allocated work schedule
Enter and reconcile data pertaining to order receipt and fulfillment
Enter customer interaction data for record keeping and follow-up
Partner with team, department and organizational members to improve processes, systems, products and overall business performance as it pertains to improving customer service
Compile reports and distribute to appropriate members as requested
Comply with all department quality standards and company policies and procedures
6 months to 1 year experience in customer service

142

Customer Care Account Specialist Resume Examples & Samples

Develop and maintain customer relationships for a portfolio of North American customers. Provide consistent quality service and act as a liaison for customers and external service providers
Effectively and efficiently manage order to cash process activities such as processing orders through a range of ecommerce platform or manual means, returns, credits and debits. Managing customer shipments, including expedites. Facilitate a customer experience by troubleshooting obstacles to meeting a customer’s needs
Support with material availability inquiries. Process and facilitate the resolution of Non-Conformance process. Process and close price discrepancies, perform concise and timely accounts receivables reconciliation, and monitor back office activity
Understand and enforce stated business rules and raise awareness to situations where a resolution requires cross functional coordination
Effectively manage more complex and sustainable projects within the Customer Care Organization and team. Examples of responsibilities include organizing clear and key deliverables, establishing and meeting deadlines, action item management and resolution, information sharing with stake holders, decision making, collaboration and final presentation
Provide strategic sales support to commercial teams through the execution of the first order process, management of sample and trial orders, collection of customer intelligence, and commitment to driving growth through means such as the Proactive Order Model tool
Contribute directly to supply chain initiatives, including the reduction in Days Sales Outstanding (DSO) including managing and reducing slow moving or aged inventory, facilitating confirmation processes, and improving interaction and communication amongst related parties such as Product Management

143

Customer Care Pricing Administrator Resume Examples & Samples

Facilitate the pricing activities for Customers which includes managing the interface with SAP to update Customer pricing during price increases; handle price discrepancies; and clearly communicate pricing changes to CCC and Customer
Proactively communicate with businesses to insure accurate price, including effective dates are received and loaded at the right level, with the right conditions in a timely manner to enable efficiency and adeptness in operational pricing process
Coordinate pricing communications between Sales and the internal support functions such as Marketing, Product Management and Customer Care
Run reports to identify all open sales orders that could be impacted by upcoming price changes and complete all required updates prior to effective date
Conduct periodic analysis of all price records and proactively communicate unit of measure and margin issues or expiring pricing to responsible parties
Map sales activity to relationship of price record
Conduct Target versus Limit and Volume over Value analysis and provide recommendations on steps to drive margin improvement
Ensure zero defect of problems introduced by our Pricing process
Support the roll out and use of PMM
Test plans for all SAP and other releases performed during the year. Also develop project and test plans for all new global and regional pricing functionality implemented

144

Customer Care Account Specialist Resume Examples & Samples

Knowledge and/or skills in SAP
Solid understanding of consignment, VMI and customer portals, and eCommerce
APICS certification or working towards APICS certification

145

NA Customer Care Metrics Lead Resume Examples & Samples

Bachelors Degree required, MBA or MSc preferred, preference is Agriculture, IT, Supply Chain, Finance or Engineering Degree
Demonstrates strong analytical skill and capability to manage large quantities of information
Process-oriented, understands complex business processes and systems relations/dependencies
Demonstrated results orientation by keeping appropriate stakeholders apprised of progress towards goals
Demonstrated understanding of issues from the perspective of the customers and other external stakeholders and applies to decision-making in balance with internal priorities
Demonstrated communication skills with others who have a diversity of thought and experience resulting in solutions to complex issues
Ability to encourage others to develop relevant working relationships with other functional groups to obtain measured business results
Experience confronting difficult situations and problems promptly without avoidance
Demonstrated understanding of objective and timely feedback to peers and colleagues resulting in changes of approach
Experience effectively championing new ideas and technologies to meet business challenges
Must be an effective team player and proficiently work with cross functional teams
Ability to travel internationally and domestically up to 10%

146

Customer Care Operations Director Resume Examples & Samples

Ensure critical systems are architected, maintained and deployed in a way that helps the global organization meet its business demands
Evolve and refine the external customer experience and internal business operations by effective cross boundary collaboration within organization's various channels
Directs, controls and continually transforms the activities of Customer Care Operations team through senior managers & analysts with overall responsibility for the direction of those assigned areas
Overall responsibility for people, planning, budgets and objectives for multiple departments, product lines, locations or disciplines. Participates with other senior managers to establish strategic plans and objectives for area of responsibility
Directs the activities of through senior managers and analysts
Ability to communicate complex information to executive stakeholders
Strong customer service and teamwork skills. Professional demeanor to maintain and enhance relationships
Develops corporate and/or organizational policies and authorizes the implementation of these policies. Participates in strategy development and goals at corporate level by influencing cross-boundary collaboration
Consistently works with abstract ideas or situations across functional areas of the business
Assesses, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas. Requires in-depth knowledge of the functional area, business strategies, and the company’s goals

147

Customer Care Software Engineer Resume Examples & Samples

Solid SW knowledge on ultrasound systems
Understanding of Ultrasound SW architecture
Ability to work with engineering, GSC, QA, and Sales
Ability to manage multi projects
Bachelor's Degree in Computer Science, Electrical Engineering or related computer field
Minimum of 5 years’ experience maintaining fields for engineering, operations, etc
Software development cycle or automated testing experience
Experience in object oriented design methodology and various programming languages, including
Demonstrated problem-solving techniques
Demonstrated verbal and written communication skills
Experience with continuous process improvement
Passionate about data integrity
Excellent teamwork, coordination and communication skills
Knowledge of Ultrasound systems
Strong analytical, trouble-shooting skills

148

Customer Care Intern Resume Examples & Samples

Answering calls and emails related to new customer implementations
Reviewing customer order documents- order forms, services scope statement, etc
Administering and prioritizing shared email boxes
Providing administrative and operational support
Providing new customers with the welcome kit
Assisting with the resource allocation process
Excellent communication skills with an emphasis on account support to include strong grammar, spelling, and writing skills
Proficiency in MS Office and an ability and desire to learn other software applications as required
Proven proficiency in Excel, including formulas, spreadsheet design, etc
A demonstrated ability to multitask and work independently

149

Customer Care Operations Analyst Resume Examples & Samples

Responsible for quality, accuracy and timeliness of standard reporting
Assist in compiling daily, weekly and monthly standard reports and developing best practices, as needed
Interface with database team to develop fully automated standard reporting
Perform complex ad hoc analysis as required, joining multiple variables, co-horting, etc
Work with support management teams to identify and prioritize analysis projects
Evaluate projects, compile data (interfacing with different departments as necessary), analyze trends and present findings to support management team in efficient and polished manner
Go above and beyond initial analysis requests by determining what questions we should be asking; proactively provide answers to the next logical questions before they are asked
Develop expertise of factors which influence the customer experience
Enthusiastically assist in other projects and day-to-day customer care operations tasks as need arises
Multi-task effectively
Provide consistent high level of service to all internal customers

150

Senior Manager of Customer Care Resume Examples & Samples

Successfully lead team with focus on customer satisfaction and issue resolution, ranging from basic technical support issues up to escalated technical support issues involving development team
Successfully lead a team to sales quota attainment
Mentor, coach and develop representatives and team leads
Act as an escalation point for customer concerns and issues
Analyze inbound inquiry volume and schedule resources to provide appropriate coverage
Manage rules of engagement between Customer Care representatives and other internal teams
Act as subject matter expert and answer representatives’ questions
Analyze trends, identify risks and opportunities and communicate findings to peers and executives. Proactively identify and implement solutions and initiatives to maximize team effectiveness
Interface with other departments to accomplish Customer Care goals and to provide assistance as needed
Collaborate with other departments and training resources to ensure that all representatives have adequate product knowledge, procedural knowledge and soft skills

151

Customer Care-voice Associate Resume Examples & Samples

Works on preparation of SOPs/ process transitions
Sound reasoning and problem solving skills
Ability to read, understand and follow written policies and procedures

152

Customer Care-voice Associate Resume Examples & Samples

Applies medical billing knowledge to coordinate day-to-day work
Must have 2+ years of work experience in a call center
High School Graduate or GED equivalent
Must have a proficient understanding of medical billing guidelines (ie. timely filing)
Must have the ability to work well in MS Office applications (ie. excel, word, outlook)
Must be able to successfully navigate various websites (ie. payer websites for insurance verification, etc.)
Must be able to multi-task
Must be able to work collaboratively and seamlessly with all personnel alike

153

Customer Care-voice Associate Resume Examples & Samples

Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquiries and concerns
Ability to independently handle and resolve incoming claims calls from members
Demonstrates through customer interactions the problem solving skills necessary to accurately and efficiently resolve customer inquiries in an organized manner, resulting in acceptable production levels
Researches, interprets and responds to customers in a professional, efficient manner
Handles confidential information in accordance with HIPAA requirements
Documents calls in accordance with departmental policies
Employs strong interpersonal skills in order to handle difficult calls courteously and professionally
Interacts effectively with the Operations team, business partners, and internal departments. Actively participates in and contributes to the daily operations of the Customer Operations Department
Identifies opportunities to improve processes and services. Shares with Customer Operations management issues that are obstacles to providing great service

154

Customer Care-voice Associate Resume Examples & Samples

Meeting or exceeding quality, productivity and reliability targets through carefully managing handle time, after call work and schedule adherence
Participates actively in training and coaching efforts to enhance knowledge and sharpening skills needed to improve service
Maintains professional demeanor at all times, adheres to department policies and procedures, and supports teammate’s development as needed by sharing expertise and providing an example
Accumulate increasing level of knowledge in one or more of the skill sets we have within the team, including claims, appeals, referral authorization, provider setup, United-based business and other skill and knowledge areas

155

Customer Care-voice Senior Assoc Resume Examples & Samples

Responsible for supporting various provider services functions
Works externally with plan’s providers to educate, advocate and engage as valuable partners
Responsible for resolving provider issues that may cross departmental lines and involve senior leadership

156

Customer Care Analyst Resume Examples & Samples

Manage customer escalations on the highest priority and work with Account / sales manager for solutions and update mgt
Engage with External Vendors - Forwarder and Services Provider to solve customer issue
Engage with other departments - e.g: Sales, logistics, Technical Support etc to work on process improvement
Prepare daily/weekly performance reports
Fully responsible for Customer Satisfaction and feedback for improvement

157

Customer Care-voice Senior Rep Resume Examples & Samples

Should be graduate
BE, BCA, B.Tech Mtech need not apply
Should have good communication and listening skills
Should have 0-1 year of experience in US healthcare concept
Contributes to own team/closely related teams through accuracy of own work
Understands team objectives and service requirements
Supports team to achieve goals
Exchanges job related information to provide routine support on an ongoing basis

158

Customer Care Senior Analyst Resume Examples & Samples

Meets all of the metrics as defined by the organization and works on corrective actions
Compliance to all processes outlined by the Business Process team for all lines of business, this includes compliance to handle time as well as any legal or business practice compliance that would be required
Understand and modify own action to meet the individual KPI
Receive complicated escalation from internal or external and provide appropriate solution \service level attainment
Coordinate internal function team on issue resolution and root cause deep dive for prevention
Engage with sales or other functional team lead for regular relationship and alignment
Timely feedback the problem\ suggestion and question which involve system \procedure \script \product raining \environment \KPI and so on to the team manager
Focus on the daily work tasks and accomplish them timely
Take lead team initiative \project on operation for Care standardization ool deployment, closely working with different department for process improvement
Maintain Dell corporate identity

159

Customer Care Resume Examples & Samples

Research and resolve all inquiries received via phone, email, fax and remedy tickets pertaining to Contract orders including vendor deliveries and returns, delivery complications and shipment tracking
Process all orders or product sourcing requests received via phone, email or fax that must be entered manually
When service failures impact customer satisfaction, negotiate and reach for creative alternatives to maintain customer business and avoid returns and cancellations
Exercise sound judgment in motivating vendors, delivery agents, or service providers to work outside of policy to meet our customer's needs

160

Customer Care Expanded Specialist Resume Examples & Samples

Minimum of 2 years previous call center experience, this is a headset, inbound calling queue environment
Strong typing and data entry skills
Capacity to maintain confidentiality and enjoy being in a phone intensive environment
Previous customer service experience in a healthcare setting

161

Customer Care Representatve Resume Examples & Samples

Demonstrate a mature and professional attitude while responding to the needs of customers and resolving customer issues/concerns
Give full attention to call volume and work to reduce response time
Determine customer needs and work to exceed expectations, ensuring satisfaction
Schedule repair and inspection services; process and amend related work orders
Acquire information and process orders for sales leads and customer investigations
Promote sale of available products and services, as appropriate
Respond to customer inquiries regarding products and services; act as interdepartmental liaison to assist with problem/issue resolution
Use professional judgment and escalate customer issue/concerns to management when appropriate
Perform outbound calls or survey customers and/or schedule services when necessary
Respond in writing to customer inquiries and/or mail company literature to customer residences
Minimum of one (1) year of customer care experience or equivalent combination of formal education/training and experience
Call center experience strongly preferred
Ability to communicate effectively and professionally both verbally and in writing
Ability to Perform multiple tasks simultaneously while upholding the highest standards of ethical conduct in accordance with Company directives, policy, and values
Ability to use personal computers with standard/mainframe software, ACD call center telephone and headset, and basic calculator

162

Manager of Customer Care Resume Examples & Samples

Manage Customer Care representatives’ performance. Ensure that high standards for quality and productivity metrics are consistently met
Successfully lead team to sales quota attainment
Monitor support and sales customer interactions for quality
Provide representatives and team leads with continuous feedback, deliver performance appraisals and address performance issues as needed
Manage support and sales processes and procedures, ensuring staff abides by all company policies and procedures
Manage rules of engagement between Customer Care Representatives and other internal teams
Act as subject matter expert and answer Customer Care Representatives’ questions
Analyze trends, identify risks and opportunities, and communicate findings to peers and executives. Proactively identify and implement solutions and initiatives to maximize team effectiveness
Act as project manager for several ongoing projects at any given time; determine goals, organize resources, execute on deliverables and meet timelines
Quickly respond to priority requests, juggling other projects necessary
Interview, hire and on board representatives and team leads

163

Customer Care Account Specialist Resume Examples & Samples

Bachelor’s degree with 2+ years customer service/supply chain experience OR 6+ years of customer service/supply chain experience in lieu of a degree
Computer proficiency with the Microsoft Office suite of products (Excel/Word) and web-based applications
Ability to interact with the customer in a helpful and friendly manner and to understand customer needs
Ability to set priorities and manage time in a dynamic work environment
Knowledgeable of complex order to cash processes within SAP

164

Customer Care Professionals Resume Examples & Samples

Ability to enter data accurately and efficiently into the appropriate database system
Use basic data entry skills to process credit reports and requests for alerts, and answer general questions about credit reports and credit scores
Educate the consumer on dispute process and offer options for immediate resolution
Identify and investigate dispute issues. Maintain the integrity of the database by ensuring data quality and accuracy. Handle escalated consumer issues
Good oral communication skills
Good PC / mainframe computer and 10-key calculator skills
After training you must be available to work a shift between 7:30 am and 8:00 pm Monday-Friday and Saturday –Sunday 10am -7pm. ( You will work one weekend day)
Bi-lingual is a plus

165

Customer Care-product Specialist Resume Examples & Samples

Understand product/software roadmaps and product development strategies
Participate as primary Customer Care representative in project-gate meetings
Contribute to and provide feedback to user-experience testing
Provide customer feedback and product-performance data to help drive next-generation improvements
Work with Customer Care analytics team; acquire structured data and design functional reports to fulfill analytic needs
Aggregate post-sale product-performance data, based on direct-customer contacts, (CRM) Logitech’s public properties, online-review sites and third-party forums
Drive post product launch sustaining efforts; to the extent of recommending areas of improvement based on all customer-feedback channels
Bachelor degree or equivalent experience
Minimum 3+ years industry experience
Self-starter with proven track record of successfully defining and delivering complex analyses, including business implications & recommendations
Ability to translate technical jargon into customer-friendly information (ex. FAQs, training, etc.)
Understanding of Salesforce Knowledge and Service Cloud is a plus

166

Customer Care Intern Resume Examples & Samples

As part of the Customer Care team, lead/support strategic projects with the objective to improve customer satisfaction & deepen customer engagement while transforming service delivery
Become familiar with the customer order to cash process and learn how Customer Care delivers exceptional service
Manage projects and make direct contributions through User Acceptance Testing, Training, Work Measurement &/or Tool development
Learn business processes in order to propose and develop solutions to drive efficiency
Enrolled in a Bachelors degree in Business, Supply Chain or Logistics
Strong analytic and critical thinking skills
Highly motivated self-starter with ability to work independently to achieve goals
Ability to collaborate with diverse teams
Proficient with MS Office (Word, Excel, PowerPoint)
SharePoint experience a plus

167

Customer Care Intern Resume Examples & Samples

Become familiar with the customer order to cash cycle and how Customer Care services our customers
Become familiar with the Product Information Team (PIC) concept and the technical aspects of Customer Care
Lead projects and proactively provide updates as needed
Participation in process improvement projects
Enrolled in a Bachelors degree in Business, Supply Chain, Logistics
Strong background in Excel
Excellent oral and written communication skills; experience in creating and delivering presentations and communicating ideas and plans (particularly in PowerPoint)

168

Senior Dir Customer Care-virtual Teams Resume Examples & Samples

Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management
Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty are met or exceeded
Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team
Develops a high performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge. Deploys and maintains the required systems management team

169

Epayment Customer Care-inbound Resume Examples & Samples

Desire to provide exemplary customer service
Working knowledge of MS Windows or MAC and Internet browser usage
Ability to maintain composure while working through difficult situations

170

Customer Care Text Consultant Resume Examples & Samples

Reviews incoming emails, chat interactions and Marriott Mobile connections; conducts investigation and research consistent within the established parameters of the team. Identifies customer questions and/or issues regarding the technical scope of Marriott.com, selects proper course of action and communicates outcome back to the customer
Follows established processes in order to provide technical service emails to customers utilizing Marriott.com and educates the customers on how to most effectively use the website
Follows established escalation procedures when unable to immediately resolve technical customer issues or questions regarding the Marriott.com website
Researches and resolves guest concerns / problems reported via email/chat channels relating to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department’s first contact resolution guidelines. Respond to all concerns and problems in a professional and courteous manner
Adheres to established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled. May approve compensation as part of resolution guidelines
Follows established escalation procedures when unable to immediately resolve customer concerns. (similar to #3 above)
Documents, researches and tracks all guest concerns and comments in the department automated tracking system; ensure all documentation is accurate for resolution purposes, quality control, brand allocation, and Global Reservation Sales and Customer Care reports. Documents all guest issues in a professional and timely manner
Provides properties with information on reservations and guest problems that need hotel assistance; coordinate efforts to ensure problem resolution
Meets or exceeds individual service levels targets and team goals
Keeps Manager and Customer Care Shift Supervisor informed of trends in errors and concerns relating to reservations and / or Marriott.com
Maintains an awareness of all new information and operational changes via computer system messages, Outlook, department intranet, memos, etc
Conducts positive interactions with guests and associates, acting as negotiator to ensure mutual goals are met
Maintains a professional demeanor, both in personal appearance, work area and all interactions with guests, hotels, peers, and management
Attends Customer Care team meetings
Maintains privacy and integrity of guest and associate personal information
Six months employment at Marriott (internal applicants)
No more than 5 occurrences / 2 active notifications on file at the start of training (internal applicants)
Must not have received any written warnings within the last year (internal applicants)
No written warnings or counseling on file for non-servicing, negative interaction or professional demeanor within the last 12 months (internal applicants)
Marriott standards and minimum policies for posting require that hourly associates remain in their current positions for 6 months prior to posting outside their department. If promoted, hourly associates must remain in the new position 6 months before posting again. Management associates must remain in current position 1 year before posting. **

171

Lax-csm Customer Care Resume Examples & Samples

Support station management in leading airport personnel to provide a superior customer service experience
Lead and direct airport personnel to perform their work in a safe, efficient manner and in compliance with Federal, state and local regulations, including DOT, FAA and other government agencies
Establish and maintain effective relationships with external and internal customers that foster compassion, authenticity, integrity, respect and dignity
Promote a professional culture that is both socially responsible and ethical
Provide the direction and appropriate support structure using effective resources to enable the team to deliver high performance
High School diploma or GED equivalency
Previous airport customer service experience preferred
Previous experience adhering to compliance standards in a heavily regulated environment required
Experience in leading a team preferred
Ability to work independently as well as collaboratively
Ability to communicate effectively through oral and written means
Decisive and able to work under demanding operational conditions in a stressful environment
Willing to work extra hours when there are operational needs, such as weather delays
Willing to work rotating shifts including weekends, holidays and days-off
Knowledge and understanding of company policies and procedures and functional automation applications
Willing to travel on company business if and when necessary
Willing to produce current and unexpired Driver’s License
Willing to take a pre-employment drug screening test
Willing to undergo comprehensive background and/or fingerprint checks to satisfy security requirements, if applicable

172

Customer Care Resume Examples & Samples

Candidates must posses at least SPM/"O" Level/STPM/"A" Level/ Pre-U/Professional Certificate
Able to communication in English and Bahasa Malaysia
Computer literate with MS Excel and Microsoft office
Fresh graduates are encourage to apply
Able to start work immediately

173

VP Customer Care Resume Examples & Samples

Responsible for delivering applications and processes to support our customer call centers, and establish proper inter-departmental cooperation with field operations
Work closely with the Regional Vice Presidents to define the strategies, outline requirements, plan implementations and measure the results of the team and the operating metrics
Direct the technology strategy and support the Customer Care business initiatives, portfolio currently includes: ICOMS, speech-enabled IVRs, a standardized CSR desktop, account service, technology service, sales, retail service and more
Build, manage, and lead a high performing team to deliver the tools and technologies required by the business
Collaborate with other teams to leverage development across all supported business functions
Ensure high performance by clearly defining team member responsibilities, empowering team members to fulfill their responsibilities and supporting their efforts to do so, tracking progress and providing feedback, and holding team members responsible for meeting agreed-upon goals
Establish quality procedures and measures with in the development team
Ability to diplomatically handle conflicts and facilitate cooperative team resolutions to customer service issues
Ability to analyze the customer experience, identify specific improvement opportunities, and work with Operations and across functional groups on solutions that improve customer satisfaction and customer loyalty
Ability to work across management levels; Corporate, Regional and Local functional boundaries with both internal and external partners
Ability to effectively manage a high-performing team
Ability to use a calculator, PC, keyboard, fax and other standard office machines
5-7 years as Director/Vice President of multi-site domestic call centers with experience in customer care (call center) environments employing over 500 Customer Care Representatives required
This position requires identifying, evaluating, and implementing solutions that will improve the ability to generate revenue, decrease operating costs, and increase customer satisfaction and customer loyalty
Excellent interpersonal skills in building and managing relationships, influencing and negotiating partnerships, while maintaining the ability to achieve great results through others
Success in developing, presenting, and implementing business solutions and processes while improving Call Center Operations must be demonstrated by their track record
Successful candidate can easily establish a rapport with staff and management alike
Strong operational knowledge of call center technologies, performance management and resource planning is essential
Proven success in developing and presenting business cases that include operational, financial, and customer impact analyses
Call Center Certifications (i.e. ICMI) ICOMS or CSG experience, Aspect
Strong skills in strategy and planning, budgeting and P & L management, customer support operations, and vendor selection and management
Must possess a strategic, analytical mind-set as well as the ability to execute on strategy and plans
Proven leadership skills and people management skills derived from having direct and indirect responsibility for building and managing cohesive, high-performing teams
Should have high energy and possess courage, creativity and perseverance, and express the appropriate sense of urgency
Ability to work closely with a diverse group of individuals of various functional disciplines
Must possess excellent creative, analytical, organizational, verbal and written communication skills
BS/BA college degree required
MBA or MS desired

174

Customer Care, Returns Associate Resume Examples & Samples

Review dispute cases filed by buyers
Respond to user support requests regarding dispute cases accurately and rapidly through email
Investigate all aspects of an order to assist in determining a resolution
Execute decisions to fairly resolve disputes following Poshmark’s return policies
Become familiar with top fashion brands and designers
Educate users on Poshmark return policies and guidelines
Gain knowledge of the Poshmark community
Engage with Poshmark users in a friendly, helpful, and patient manner via email
Help with administrative support as needed

175

Inbound Customer Care Resume Examples & Samples

Ability to provide exemplary customer service
Active listener, express willingness and displaying empathy towards our customers
Technology Savvy

176

Sourcing & Project Expert Demand Management & Customer Care Resume Examples & Samples

Manage/coordinate purchasing activities and improvement projects within and outside PSSC scope
Take lead in driving overall team performance, via planning and managing team activities, determining division of work and controlling quality
Manage relationship with the customers and stakeholders proactively
Provide day to day procurement support for Internal Stakeholders
Perform operational activities
Ensure that all incoming enquiries are answered in a professional and efficient manner (e.g. via e-mail, telephone, or chat)
Gather all required information as the first point of contact to ensure that customer enquiry can be resolved at earliest opportunity with minimal handoffs, capture an accurate record of a customer enquiry in the system
Report incoming issues, monitors status and drives their resolution
Solve escalations related to area of operations
Ensure internal customers receive satisfactory services
Provide appropriate reporting on a timely manner as well as ad-hoc reporting
Identify improvement opportunities and translates these as specific project
Manage Procurement relations with service providers
Manage challenging situations effectively

177

Business Systems Analyst, Customer Care Resume Examples & Samples

Adaptive self-starter who can work effectively in a highly dynamic, cross-functional environment and handle multiple tasks simultaneously under minimal supervision
Must be able to quickly identify and resolve problems or issues under time constraints
Business aptitude and ability to apply judgment in line with service strategies and business issues
Must have strong organizational skills and be able to perform repetitive tasks with extremely high accuracy with strong attention to detail
Ability to use professional concepts in accordance with company objectives to solve complex problems in creative and effective ways. Deliver assignments without considerable direction
Ability to exercise judgment using a variety of methods, techniques and evaluation criteria for obtaining results
Solid spreadsheet skills - intermediate Excel
Report design and data analysis experience a plus
PowerPoint expertise a plus

178

Business Analyst, Customer Care Resume Examples & Samples

Strong written and analytical skills
Working knowledge of corporate business and services processes
Ability to communicate complex information to corporate cross functional team, customer care audiences and other team members
Strong customer service and teamwork skills
Professional demeanor to maintain and enhance relationships
Ability to work with limited direction to independently determine and develop solutions that contribute to the organization's goals and objectives
Ability to identify issues with and develop solutions to complex business problems using a variety of methods such as data analysis, research, journey mapping, requirements gathering, process testing, gap analysis etc
Ability to deliver assignments without considerable direction
Spreadsheet and PowerPoint skills a plus
Business Process Management & Organizational Change Management experience preferred
LI-KG1

179

Internship Implementations & Customer Care Resume Examples & Samples

Training the client on the assigned Product Functionalities
Keep abreast of new product developments and enhancements
Assist in the development and documentation of new processes and procedures within the Customer Care department and with other departments
Act as the liaison between Customer Care and IT to gather additional information on system issues, co-ordinate clarification of support requests and validation of changes after changes are implemented
Other Implementation/ Customer Care related tasks and projects
Fluent in English and a 2nd language

180

Customer Care Licensed Associate Resume Examples & Samples

Accurately document and record issues within the appropriate tool
Achieve or exceed minimum service level requirements set forth by management
Call center experience highly desired
Familiarity with basic office productivity software
Ability to adjust priorities, manage change and time wisely in a fast-paced, rapid-growth environment

181

Customer Care Repressentative Resume Examples & Samples

Determine customer needs and develop sales strategies to meet those objectives
3 years of outside sales experience in a results driven environment
Conflict resolution and problem solving skills with an ability to work through difficult customer situations
Strong negotiation skills with an ability to sell intangible services
Valid driver's license, good driving record and able to pass a background check

182

Customer Care Voice Consultant Resume Examples & Samples

Research and resolve guest concerns / problems reported via Global Reservation Sales voice channels relating to (but not limited to) reservations, rates, hotels, billing issues, etc, in a timely manner, as outlined in the department’s first call resolution guidelines. Respond to all concerns and problems in a professional and courteous manner
Adhere to established department and company procedures to ensure all complaints, problems, staff coverage, calls, etc. are handled. May approve compensation in accordance with resolution guidelines
Follows established escalation procedures when unable to immediately resolve customer concerns
Process and validate service check feedback for sales associates in a manner designed to improve awareness on booking policies, procedures and professional growth
Respond to guest issues requesting assistance via phone, letters and faxes
Document, research and track all guest concerns and comments in the department automated tracking system; ensure all documentation is accurate for resolution purposes, quality control, brand allocation, and Global Reservation Sales and Customer Care reports. Document all guest issues in a professional and timely manner
Provide properties with information on reservations and guest problems that need hotel assistance; coordinate efforts to ensure problem resolution
Follows established processes in order to provide technical service to customers utilizing Marriott.com and educates the customers on how to most effectively use the website
Relocate Marriott Rewards clientele to other Marriott properties in the event of a hotel deflagging
In the event of a disaster (hotel structural damage due to severe weather, fire, terrorism, or other wide scale emergency), provide coverage for the Marriott Crisis Line
In the event of a security breach, handle calls for the Credit Card Privacy Hotline
Fields calls regarding Marriott.com, live chat and Marriott Mobile issues; conducts investigation and research consistent within the established parameters of the team. Identifies customer questions and/or issues regarding the technical scope of Marriott.com and its electronic channels, selects proper course of action and communicates outcome back to the customer
Follows established processes in order to provide technical service to customers utilizing Marriott.com, live chat and Marriott Mobile; educates the customers over the phone on how to most effectively use the website
Keep Manager and Customer Care Shift Supervisor informed of trends in errors and concerns relating to reservations and / or Marriott.com
Maintain an awareness of all new information and operational changes via computer system messages, Outlook, department intranet, memos, etc
Conduct positive interactions with guests and associates, acting as negotiator to ensure mutual goals are met
Maintain a professional demeanor, both in personal appearance, work area and all interactions with guests, hotels, peers, and management
Attends Customer Care Contact Center team meetings
Applies all sales techniques to convert inquiries into reservations
Perform a variety of other duties as directed by Management
Six months employment at Marriott (applicable to internal candidates)
No more than 5 occurrences / 2 active notifications on file at the start of training (applicable to internal candidates)
Must not have received any written warnings within the last year (applicable to internal candidates)
No counseling on file for non-servicing, negative interaction or professional demeanor within the last 12 months (applicable to internal candidates)

183

Customer Care Clerk Medical Resume Examples & Samples

Offer a professional service to our customers in regards to Order Management, general inquiries and support
To provide a high standard pro-active support facility to Sales Representatives
To seek opportunities of improving the service that is provided for our external/internal customers
To actively promote and support Stryker’s Sales Activities
Ensure timely delivery of products to meet customer requirements

184

Customer Care Sales Specialist Resume Examples & Samples

To assist Marriott guests in making reservations; provide customer service and assist with problem resolution in a professional manner. To identify different types of guests and adjust selling skills appropriately to capture the sell
Demonstrate competent operation of the Merlin and MARSHA computer systems and telephone console
Maintain updated knowledge and understanding of all Marriott Lodging Brands and programs
Maintain updated knowledge and understanding of all hotel-selling strategies to maximize hotel occupancy and revenue
Maintain continuous improvement in conversion, Calls per Hour and Revenue per call
To be aware of all existing accident prevention and safe work practice programs in the center and to work in a manner free from unsafe acts and to create a safe environment in which others may work
Each associate is expected to carry out all reasonable requests by management which the associate is capable of performing
Engage guests in conversation regarding their stay, property services, and area attractions/offerings
Identify guest reservation needs by asking open-ended questions to obtain all necessary information, including enrollment in Marriott Rewards program
Follow “up selling” techniques and sales strategies in order to maximize property revenue
Identify repeat guests using appropriate codes
Process in the computer system all reservation requests, changes, and cancellations received by phone, fax, or mail

185

Customer Care Co-ordinator Resume Examples & Samples

Solid experience working in a customer service or technical support role
Experience supporting customers over the phone, via live chat and via email
Previous supervisory, coaching and training of staff within a customer service environment preferred
Experience in a call-centre environment is preferred but not essential

186

Customer Care Sales Consultant Resume Examples & Samples

Handles various incoming and outgoing sales-focused phone calls
1-2 years’ previous sales experience, preferred
Ability to build rapport quickly, and be persuasive without making the customer feel pressured

187

Americas Customer Care Leader Resume Examples & Samples

Establish and execute the Americas Customer Care strategy to align with overall direction globally. While primarily responsible for the Americas, the Customer Care Leader is to play a global role in the evaluation and input into overall strategy for the function towards delivering an Extraordinary Customer Experience
Will lead and champion the lean transformation of customer care activities and will continue the change management process in the Americas
Drive Operational excellence through disciplined execution
Develop talent throughout the Customer Care organization
Responsible for the Customer Care Organization in the Americas with more than 50 professionals
Provide leadership to structure and align Customer Care in the Americas to meet the Business strategy
Interface with BU leaders to ensure full understanding of their Customer Care needs and expectations
Liaise between sales and plant / supply chain to achieve delivery and sales performance KPI
Lead large complex projects that cross functions and regions
Represents TE Customer Care at Customer Visits to build higher-level relationships
Support site sales Initiatives, champions to drive KPI improvements with alignment to corporate policies, procedures and standards (including TEOA)
Develop and upgrade the Customer Care Americas team
Drive high level of engagement within the Customer Care Americas team
Work close with other Customer Care leaders to roll-out global initiatives
Result Oriented
Strong prioritization skills
Analytic and problem solving skills
Strong Communication/ Persuasion/ Interpersonal skills; ability to establish strong business relationships
Consultative skills to influence without authority
Proven Success records of transformational efforts in Customer Service/Care
Previous Experience leading large & globally diverse teams
Demonstrated experience in working effectively and directly with all levels of the organization
Bachelor’s degree required (MBA or Master’s degree a plus.)
Fluent in English (both written and oral)
Flexibility to travel when required
Six Sigma Green Belt or more is a plus

188

Customer Care Key Account Specialist Resume Examples & Samples

Expertly manages the order to cash process across multiple Strategic Business Units or Regional Business Units. Understands the numerous Customer Interaction Models (CIMs) and segmentations that are supported by BASF Business Units. Is able to assist in strategic decision making against these various service offerings. Is able to provide clarity to the customer based on business specific agreements
Work through the internal intricacies and complexities of BASF to expertly manage key accounts and translate tactical actions to strategic thinking
Provide project leadership across Customer Care hubs, business units, and/or functional groups important. Able to organize clear key deliverables, establish and meet deadlines, and be solution-oriented. Collaborates and facilitates information sharing, with the ability to skillfully deliver presentations to stakeholders
Be heavily involved in resolving issues beyond the core responsibilities of a Customer Care Account Representative and/or Specialist, with the expectation to continuously differentiate services levels
Build synergies based on knowledge of the customer’s and BASF’s processes and look for efficiency gains both internally and externally. The Customer Care Key Account Specialist is a leader in enacting process improvements and continuously challenging the status quo, making it easier for the customer to do business with BASF
Partner with the Global Key Account Manager, Regional Key Account Manager, and Corporate Key Account Manager to have an in depth understanding of the customer and the customer’s market(s). Knows the customer’s approach to market, as well as BASF’s account plan for the identified strategic key account. The Customer Care Key Account Specialist displays active involvement with the Global Key Account Manager, Regional Key Account Manager, and Corporate Key Account Manager and participates in multiple customer visits each year. Target agreement(s) to be in alignment with Global Key Account Manager, Regional Key Account Manager, and Corporate Key Account Manager initiatives
Be skilled in the customer’s eCommerce platform, as well as BASF’s ability to support that platform. Actively pursues eSolutions to suit the needs of the strategic key account. Ensures consistency within this arena across all BASF Operating Divisions
Promote awareness of the Corporate Key Account model within Customer Care at BASF both internally and externally, acting as a liaison between the customer and BASF
Work independently, be a self-starter, and contribute in a virtual team setting

189

Elavon VP of Customer Care Resume Examples & Samples

Ensures that Customer Service call center areas are adequately staffed and that all personnel are trained
Improve customer satisfaction scores and process efficiency by deploying latest call center technology (including but not limited to IVR, analytics, resource allocation) and process improvement initiatives
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Manages the operations activities for the functional area(s)/region(s) by planning and scheduling departmental activities and workload and coordinating with related departments ensuring that operational schedules are met
Reviews and recommends new methods and procedures to make daily operations in assigned area more efficient
Participates in the development and enhancement of equipment and/or training procedures or programs which will support products and/or services; may participate in project task forces or user groups to represent the department on training or system needs
Interfaces with other departments, regions, vendors, agencies, etc. to resolve customer service issues. Follows up with resolution of problems to ensure timely response and customer service
Implements and monitors tracking and performance monitoring mechanisms. Provides reports to keep senior managers informed of operations activities; makes formal presentations to senior management as required
Maintains knowledge of all products and services offered in assigned area. Keeps informed of new or changing developments, products, services or ideas which would affect operations
Develop, monitor and track business performance against goals for assigned product line(s) or geographical areas. Ensures customer service goals are met
Plans, develops, implements and controls assigned organization and budget functions
Recommends hires, transfers, terminations, salary adjustments, performance standards and reviews. Directs the approval of employee time records, work assignments, vacations, sick pay, etc. Implements and executes employee relations policies,training programs and various other human resources programs and policies

190

Customer Care Analyst Resume Examples & Samples

Fields inbound contacts (voice/email, etc) for both internal and external customers
Focuses on delivering a positive customer experience according to Dell standards
Responsible for pre-sales and/or post-sales service to customers
Facilitates customer order fulfilment
Monitors and tracks issues to ensure accurate resolution
Provides direct product/service advice and guidance to customers
Facilitates the escalation of equipment returns, replacement, sales orders and delivery schedules

191

Customer Care Senior Assistant Resume Examples & Samples

Problem analysis and solving
Internet explorer
Word
Customer service
Call center
Financial aid
Client services

192

Associate Analyst, Customer Care Resume Examples & Samples

Coordinates Call Center Operations service delivery activities with assigned internal clients
Provides analyses and recommendations on service delivery improvements, performance metrics and enhancements to productivity
Manages ad hoc technical projects requested by assigned internal client

193

Customer Care Center Representative Resume Examples & Samples

You will have the opportunity to service customers or prospective customers via inbound telephone calls. You will provide first call resolution for all retail banking inquiries, commercial inquiries, Online Banking (Business and Retail), Bankcard, fraud, forgery, ID theft, and policy and procedure questions
In addition to service support of these customers, you will be responsible for identifying potential cross-sell opportunities and referring to the appropriate sales area within the bank
You will provide specialty area of support in one of the following categories: Bankcard, Business online banking or general servicing
Incoming calls are received from customers in multiple states from multiple banks
We are looking for a customer service oriented, fast learner with the ability to work in a fast paced environment and handle extremely confidential information

194

Customer Care / Reservations Specialists Resume Examples & Samples

Must possess high level of customer service skills
Highly organized and systematic, and has keen eye for detail
Is proactive, exudes confidence in dealing with members, and capable of handling tasks under pressure
Goal-oriented and strives for continuous improvement
Experience in customer support environment would be an advantage
Must have finished 2nd year college level/vocational/diploma course/Bachelor's degree

195

Customer Care Sales Resume Examples & Samples

Resolves customer questions, complaints and billing inquiries in a professional, helpful manner
Promotes and sells client products and services by emphasizing product features based on customers’ needs
Upsells to customer as necessary
Utilizes computer system to verify and document customer requests
Continually improves knowledge of company services and promotions
Solid business and sales knowledge
Working knowledge of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA)

196

Customer Care Apprentice Resume Examples & Samples

Taking inbound calls, and as a key point of contact combining a professional service with passion for, and knowledge of our products
To liaise on a daily basis with Commercial Team members to advise them of any potential issues regarding order processing / delivery / payment queries
Be part of a highly motivated team delivering an excellent standard of customer service
Be part of and actively contribute to a highly motivated team; able to work both independently and as part of the team on both short and long term goals
5 GCSE’s grade A-C including Maths and English (or equivalent) required
An ability to deal with a high level of internal and external telephone calls in a professional manner
To work accurately and quickly under time pressure, with the ability to build relationships with customers
The ability to communicate effectively both in written and verbal form
The ability to work both autonomously and as part of a team, and plan and organize own daily workload to meet daily deadlines
The ability to resolve problems or where appropriate direct issues for consideration to the appropriate level
The ability to analyse information
Knowledge of Microsoft Office, including Excel

197

Customer Care Analyst Resume Examples & Samples

Take ownership for driving best of breed customer experience
Provides feedback to agents and support staff to increase numbers of CSAT goals and productivity
Understands and keeps up-to-date on current policies and procedures
Responsible for end to end solutions for post-sales service to customers
Provides training/coaching about Policies and Procedures
Executive Communication based on business needs
Ensure agents received proper feedback in regards to service request worked and CSAT comments per week
Be innovative and good judgment in resolving issues effecting customer satisfaction
Organization and problem solving skills
Microsoft Service Proficiency
Communication Skills for executive levels. (Oral and written)
Analytical thinking for process improvement

198

Software Engineer, Customer Care Technology Resume Examples & Samples

Using JavaScript, Backbone.js, and Underscore to come up with innovative UI workflows in a single-page application
Making onboarding more streamlined by replicating the delivery pipeline in local developer environment using Docker and Vagrant
Using machine learning to build predictive features that solve customer agents problems
Defining and implementing continuous delivery and continuous integration strategies
Implement chat, text, and other innovative integrations into a CRM
Integrate CRM with IVR, Amazon Echo, and various phone switch software
Work closely with the business and users to understand requirements
Design and develop solutions in the SugarCRM framework
Troubleshoot, optimize, and performance tune
Object oriented software principles, design patterns, and Agile methodologies
3+ years web development experience with JavaScript, PHP, Python, or similar
Experience using a JavaScript framework in a single- or multi-paged application
Understanding of relational databases
Experience in Unix environment
Experience consuming RESTful APIs and web services
Working knowledge of search engine such as Elastic search a plus
Experience with Machine learning libraries a plus
Bsc/Masters in Computer Science, software engineering or a related field
Share

199

Customer Care Leader Resume Examples & Samples

Guide Customer Care and Customer Experience Strategy for the In India for India Customer Care (IDC) and Global Customer Care (GCC) teams. Help drive the effectiveness and efficiency of these tams to deliver competitive value and productivity for the India and global Businesses
Sets and achieves Customer Care functional goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems
Plans and engages in activities to ensure an enhanced customer experience. This includes but is not limited to projects and tasks to enhance the ordering process, improve alignment between sales, sales support, customer service, and technical support
Lead a team of 50 employees comprising of India Customer care team & Global order processing Team
Develops the job performance standards and goals for all CCRs to achieve the organization’s customer care and retention goals and assist in reaching revenue objectives of their region
Develops and implements strategies for up selling, cross-selling and outbound campaigns as appropriate
Assists in the recruitment and hiring of the most qualified applicants to meet the needs of the Customer Care team
Trains, coaches and manages all CCRs in line with all policies and procedures. Conducts monthly customer care audits
Assists in the development and implementation of ‘best practice’ processes across the organization to ensure efficiency resulting in reduced costs and improved customer service
Assigns and directs the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling to meet/exceed all of the department’s goals
Develops a training curriculum and personal development plan for all staff. Conducts training as required achieving goals and service standards
Liaises with other functions to ensure alignment and an enhanced customer experience. This includes but is not limited to working with Planning, Logistics, Sales, Marketing, and Finance
Helps solve problems that affect the service, efficiency, and productivity of the Customer Care group. Escalates concerns in a timely manner. May create cross-functional teams to resolve problems
Analyses and summarizes data on all facets of the operations to drive transparency and objective and strategic decision-making and proposals
Establishes and maintains timely and thorough reporting to the Customer Care Lead and Commercial Operations Lead on all customer care management facets of the organization
Any other tasks as assigned from time to time

200

Customer Care Lead Resume Examples & Samples

Conduct training sessions as needed on emerging technologies
Product
Technologies for job (CRM, JDE, etc.)
Share retailer best practices
Allocation management to standard
Backorder management for clean picture to forecasting
Create and Maintain knowledge base articles
Share knowledge base with all reps
Maintain accuracy on previously published articles
Assist with day to day tasks
Freight Discount maintenance completed within 24 hours
Credit requests released within 48 hours
Allocation moves as needed
Analyze and report on recorded phone calls-pass on feedback to managers
Weekly feedback to manager
3 Great calls
3 calls that need improvement
Tier 2 Customer Relations
1st level of escalation for upset customer interactions
Participate in Product Development Timeline/Process
Attends meetings as scheduled (Potential need to lead meetings)
Advocate of Customer Service
Sign off on manuals
Service parts/aftermarket parts available at time of launch

201

Fair First Call Customer Care Collections Resume Examples & Samples

Minimum 1 year customer service experience preferred (financial services, call center, retail, etc.)
An understanding of Collections fundamentals
Experience working in a fast-paced environment

202

Customer Care Specilast Resume Examples & Samples

Achieve personal and team service level goals
Develop an expertise in Cars.com services and products and take an active role in sharing this knowledge with Customers
Prior customer service experience or service industries experience preferred

203

Customer Care Instructional Help Desk Resume Examples & Samples

Proven Microsoft Skills including Office, Word, Excel, PowerPoint and Outlook
Familiar with internet browsers including Internet Explorer, Chrome, Firefox and Safari
Familiar with Apple iOS, Mac OS, Windows versions 7, 8 and 8.1
Experience in the use of web-based application systems
Ability to use a PC, fax machine, copier, and telephone
Proven customer service skills: must have worked as a trainer and/or support person in the past and must have two to three years’ experience within the last five years (member of a service desk and/or training team)
Ability to learn complex applications
Proven knowledge seeker, life-long learner
Ability to set priorities in the planning and coordinating of work efforts necessitated by training and supporting those involved in a program rollout
Problem solving skills – deductive reasoning skills
Ability when requesting assistance to thoroughly research, describe and document an issue, question or problem, giving examples
Ability to train, mentor and coach persons with varied levels of skills and abilities
Ability to verify the work of those being trained, mentored and coached and to redirect as necessary
Ability to assess readiness of those being coached, mentored, and trained
Ability to adapt to last-minute changes and transfer updated information to those being trained
Ability to recognize the difference between an incident (a one-off situation) and a problem (trending issue) and advise supervisor of trending issues as they arise
Ability to politely deflect situations when asked to perform duties not in one’s job description
Ability to understand and adhere to rules of conduct and business

204

Customer Care Leader Resume Examples & Samples

Customer order handling, from receiving to shipping
Generate Revenue plan, Inventory plan & PD backlog report
Drive internal and external supplier to deliver material as per customer requirement
Coordination with different functions; logistics, stores, factory, sales & customer for Order execution
Resolve customer’s non-technical issues within TAT and minimize sales involvement in post-sales activity
Deliver best-in-class service and support as measured by our customers
Support the improvement in OTTR and end to end operational performance for customers
Review core processes to simplify and improve customer experiences and work with GMs to optimize customer support processes that support the business
Drive customer satisfaction assessment to achieve sustainable improvement to the customer experience
Perform analysis for non-favorable trend, identify gaps and implement actions to bridge those gaps
Serve as the escalation point for order management and commercial support issues within EES
Participate in weekly, monthly sales call and publish reports
Understand & Capture VOC (voice of customer) and work towards customer satisfaction score improvement
Deploy HOS methods including tiered escalation, visual workplace and leadership standard work. Utilize HOS toolsets and methodology for the implementation of key transition projects
Position will supervise immediate staff of customer care executives
Role will be responsible for mid-year and annual performance review, merit / incentive assessment, goal deployment and approval of team members

205

Customer Care Furniture Specialist Resume Examples & Samples

Effectively manage customer interactions by addressing customer needs through evaluating inquiries, providing appropriate assistance, accurately processing orders, and following through to ensure customer needs are met in a complete, timely and effective manner
Manage purchase orders, vendor acknowledgments and merchandise returns for customers
Perform special order handling for non-stock items by recording, researching, tracking, and pricing special orders
Verify product costs, order margins and chargeable service fees are accurate and escalate for managers approval if outside of guidelines
Identify and close opportunities through understanding of furniture vendor catalogues and product lines, use of discount structures and pricing guidelines
Supports strategic sales initiatives and campaigns by organizing reports and marketing collateral
Expedite furniture orders, process credits, replacement parts and returns
Ability to review AutoCAD drawings with designers and sales to ensure kit of parts is accurate prior to order entry
Manage and resolve customer concerns or problems and follows up with customers to assure appropriate action is taken and issues are resolved to the customer’s satisfaction, within a reasonable time frame
Provide timely backorder notification and must be able to provide customers with alternative products that meet their needs
Assists in training of sales and customer service staff along with customers on products, processes and procedures
Participates in ongoing process training, vendor training and furniture business updates
Participates in the completion of RFP’s, tenders and customer presentations
Reviews and analyzes weekly monthly CFS sales and back log reports and actions accordingly
Assists sales management by compiling, consolidating, analyzing and preparing data for sales reports and presentations. Creates forms, spreadsheets and tracks promotions
Management and coordination of vendor catalogues and prices lists for the design library, and furniture demo program and showroom
Manage points assignment and sales orders for vendor spiffs
Excellent customer service and interpersonal skills
Detail oriented and able to work independently with little supervision, as well as working effectively in a team environment
Excellent organization skills with the ability to prioritize and manage multi-tasks
Consultative selling skills are an asset
Strong computer based abilities including an excellent working knowledge of Microsoft applications and 20-20 worksheet
Able to work in a fast paced, high-demand environment
Minimum 2 years previous customer service experience and office furniture industry knowledge
Experience using 20-20 worksheet software and AutoCAD is an asset
Knowledge of commonly used concepts, practices and procedures in the furniture industry
Working knowledge of CFS or similar Order Management System
Experienced and proficient in MS Word, MS Excel, with working knowledge and skill in MS PowerPoint
A university degree and / college diploma with emphasis on communication, marketing and/or project management

206

Customer Care Workforce Analyst Resume Examples & Samples

Use your advanced Microsoft Excel skills to forecast short and long-term labor requirements
Develop, analyze and communicate labor performance
Analyze performance and determine controllable vs. non-controllable factors
Mine data to identify improvement opportunities
Manage improvement opportunities to enhance productivity
Analyze forecast variances and impact on labor requirements
Strong computer skills with a broad knowledge of software packages and MS Office

207

Customer Care-voice Senior Rep Resume Examples & Samples

Good Communication with grammar, analytics and Flexibility
Unexplained breaks in education not entertained
No past tenure work experiences
Sound analytics and keyboard typing skills
Should have eagerness and urge to learn quickly and implement the learning and be looking forward to grow with the organization
Retention (Should be ready to work for at-least 2 years with the organization) and not the one with short term plans or as a stop gap arrangements
Flexibility towards work/business
Agreeing to work in complete night shifts
If possible non-engineering graduates and far away state candidates as they attrite fast

208

Customer Care-voice Senior Associate Resume Examples & Samples

Integrates knowledge and experience as a skilled specialist
Possesses broad knowledge of related processes, disciplines and/or technologies and their interdependencies
Possesses deep technical knowledge in area of specialization
Applies advanced principles, theories, concepts, and technologies as well as knowledge of related disciplines to solve problems and deliver solutions
Develops solutions to complex technical problems, which may impact multiple work areas
Work requires the exercise of discretion and independent judgment to investigate and resolve problems or situations
Resolves complex issues escalated from less-experienced team members
Must be willing to work on extended hours during weekday and weekend
Client interaction
Ability to understand complex problems
Expert knowledge and application of a specialized technical skill
In-depth understanding of broader interdependencies across various processes

209

Customer Care-voice Associate Resume Examples & Samples

Minimum 1 year relevant experience in US Healthcare Revenue Cycle Management
Ability to understand and interpret source documents
Monitors daily progress/status and makes adjustments/corrections to ensure optimal performance and service

210

Customer Care / Reservations Sales Specialist Resume Examples & Samples

Displays excellent communication skills, both written and verbal; fluent in English language
Highly organized and easily manages his/her workload in a fast-paced environment
Possesses excellent work ethics and values. Attendance is very important to the team
Must be willing to work on graveyard shifts, holidays and weekends

211

Customer Care-voice Senior Associate Resume Examples & Samples

3 to 4 years of experience in RCM
Good knowledge in AR follow-up process
Experience in Denial Management
Should have experience in writing appeals
Night shift only

212

SVP, Global Customer Care & Experience Resume Examples & Samples

Lead the Customer Service Management (CSM) and Equinix Service Desk (ESD) functions (500+ employees); create and drive a customer success focused, agile and results driven team culture
Creating and driving strategic customer support initiatives. Developing customer service best practices that reflect the highest standard of client satisfaction. Enhancing methodologies that optimize service levels and that meet company growth goals
Leverage your knowledge of customer value drivers to design and enforce effective metrics and reward structures appropriate for the different roles in the team
Improve both efficiency (responsiveness and cost to serve) and effectiveness (deliver against business expectations)
Leading, mentoring, and motivating the support organization to relentlessly focus on client advocacy and addressing issues rapidly and completely
Partnering closely with product management, sales, marketing, and customer success teams to create strong and collaborative partnerships
Continually listening to the Voice of the Customer to ensure satisfied and happy clients
Bachelors degree required. MBA strongly preferred
10+ years of experience in the Customer Care function, at least 5+ years in a leadership role
Must have experience and passion for leading and running technical support and customer advocacy teams – global experience required
Proven track record of building paid premium service programs for a subscription-based organization
Creative approach to supporting clients through tiered services solutions
Possess strong customer relationship and technical skills
Global experience that understands the nuance between consistency and localization is a must
Management of contact centers – efficient and effective outsourcing partnerships, technology and motivating a global workforce – is a must
Superb data driven analytical skills and turning insights into action
Ability to lead and inspire customer service professionals to succeed in a fast changing market, keeping the team focused on breakthrough strategies and tactics to best leverage available resources
Ability to evaluate new technologies that would enhance the customer support team and services provided to the client
Strong emphasis on Customer Experience and understanding the product and sales teams
Experience supporting Enterprise clients across different industry sectors
Ability to understand business and product portfolio strategy and translate that to customer service expectations is key
Ability to see from the customer point of view and championing that view across the company
Proven relationship management skills and ability to communicate at all levels is a must
Experience in both customer care as a cost center as well as a P&L is preferred
Ability to travel 40%

213

Web Payments Customer Care Resume Examples & Samples

Two years customer service experience and/or two years call center experience required
Advanced knowledge of Windows, MS Office Suite, and Internet navigation required
Very strong ability to multi-task with PC applications and phone required

214

Customer Care Ctr Rep Resume Examples & Samples

Responsible for the customers in the regions or skill sets assigned which includes ensuring familiarity with their customer’s business needs and that customer orders are managed with a high level of accuracy, customer service and follow through
Should maintain a minimum of a Meets Expectations rating in Monitoring, unless Region associated, then an Exceeds Expectations should be maintained
Schedule flexibility, must be willing and capable of working any shift 24/7/365
Successful completion of product training and testing required within 60 days of hire
Must be proficient in all aspects of JDE within 60 days of hire
Strong analytical and organizational skills required
High attention to detail required
Experience working in a healthcare setting preferred
Bilingual in Spanish a plus

215

Customer Care Senior Analyst Resume Examples & Samples

Manages projects, or specific activities related to projects within given constraints of scope, schedule, budget, and quality through the duration of the project
Allocates work among team members and provides guidance on a regular basis
Conducts periodic reviews to ensure project is on track and conducts post-project reviews
Ensures all project documentation is kept up to date and communicated to the relevant stakeholders on a timely basis
Utilizes relevant project management tools, systems, and applications
Defines supporting and/or driving process improvements
Undergraduate degree and 2-4 years relevant experience or
Graduate degree and 0-2 years relevant experience

216

Customer Care Liaison Resume Examples & Samples

2 years of More Years of Relevant Experience
Disability, Absence Management and/or Life claims experience
Proven ability to navigate through multiple systems and applications
Proficiency with Microsoft office suite of products including Excel, PowerPoint and Word
Proficiency in keyboarding skills
Handle complex technical duties and specialized/pilot projects on cutting edge initiatives
Acts as mentor and subject matter expert
Proficient verbal and written communication skills
Other duties as assigned by Team Manager or other member of Management team
Service the needs of customers
Support others who maintain relationships with the customers
Respond to inquiries quickly and completely, provide status updates
Recognize and respond to or refer opportunities. Proactively anticipate and respond to customer inquiries
Identify and resolve problems by referring to policies, procedures and standards
Continually improve unit performance by analyzing and recommending enhancements to technical procedures
Demonstrate commitment to corporate values
Take accountability for participating in the performance management cycle
Participate fully as a team member
Exchange expertise and provide advice to team members and business partners
Take action to manage own personal development

217

Cisco Frontline Customer Care Turkish Resume Examples & Samples

Redirects the caller to the appropriate department within Cisco
Fluency in written and spoken Dutch, Flemish, Italian, Spanish, Turkish, German or French
Working with others - Demonstrates experience of working in a team based environment supporting the team in achieving the highest quality standards and takes an active role in generating team morale
24 months experience in customer service

218

Customer Care Specialists Resume Examples & Samples

Process in-coming, new loss calls by properly obtaining appropriate claim information
Provide initial service to customers by explaining the claim process, initiating the damage appraisal and rental car if appropriate
Resolve/answer routine problems and questions and refer others to unit leader or appropriate unit
Simultaneously use multiple computer applications to enter required claim information
Comply with all internal and external reporting requirements
Claim insurance experience helpful but not required
Strong oral communication skills and excellent phone manner
Strong computer and keyboard skills

219

Customer Care Analyst Resume Examples & Samples

The Customer Care Analyst services callers with Short Term Disability and Leave Management Claims
Provide Exceptional Customer Service to all customers within a virtual contact center
Handle calls daily. Discuss claim status and ensure compliance with policy provisions and state/federal regulations
Work successfully in a fast-paced environment

220

Customer Care Service Rep Resume Examples & Samples

Exceptional Customer service skills required
Ability to verbally communicate clearly and succinctly
Ability to compose a grammatically correct, concise, and accurate paragraph in English
Ability to pass background and identity verification screen
Experience in customer/technical support and knowledge of CRM software preferred
Proficient working in a Windows environment with multiple applications and navigation between applications to research information
Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
Ability to type 40+ WPM
Ability to work during operational hours, Monday – Friday, 8:00am – 12:00am EST

221

Cisco Frontline Customer Care German Resume Examples & Samples

Acts as first point of contact for any Cisco customer, partners/reseller or employees in the specific country you will be operating on
You will be required to take inbound calls in English depending on business need
Provides support to customers via the telephone, email and chat
Fluency in written and spoken Dutch, Flemish, Italian, Spanish, German or French
Planning & Organising - Ability to multitask, plan and prioritise workload
Problem Solving - Demonstrates problem solving and troubleshooting skills
Responsibility for Results - Demonstrates ownership and accountability to achieve deadlines and targets. Takes ownership to enhance your own learning to ensure sufficient knowledge to excel in the role

222

Cisco Frontline Customer Care French Resume Examples & Samples

Flexible to assist in other teams across the business depending on business need
Specialist Expertise – Computer literate and confident in ability to browse internet
Effective Communication - Excellent communication skills both verbal and written
Interest in computer networking and infrastructures

223

Customer Care Team Leader Resume Examples & Samples

Promote the Kier Homes brand wherever possible
Actively support CR activities within the company
Ensure professional, positive and enthusiastic communication with customers
Provide excellent customer service at all times
Undertake 7 and 21 day calls to purchasers after completion date
Manage Operatives and Managers Diaries for appointment booking
Acknowledge Homeowners emails and respond within 24hrs
Incoming calls to be handled efficiently and within 3 rings
Follow procedures for logging calls on COINS OA
Ensure call records are kept up to date by completing memorandum and telephone in / out
Scanning of signed task sheets from customers, sub-contractors and operatives and call closing
Follow procedures with sub-contractors; if they fail to follow the Customer Care Charter and feedback to team leader and Commercial Co-ordinator
Embrace and follow new procedures
Challenge and question where you believe work practises can be improved
Liaise with customers and sub-contractors to ensure necessary remedial work is completed within the agreed timescales
Escalate homeowners queries and complaints to the team leader where necessary
Accurately record information on Coins OA
Pass quotations to Customer Care Manager for approval & Commercial Co-Ordinator for order raising
Ensure Customer Care Charter is followed at all times in respect to our sub-contractors
Ensure original subcontractor is tasked to defects within the 2 year period
Comply with all areas relating to Health and Safety
Raise any concerns with team leader or relevant person and maintain a safe working environment
The ideal cnadiate would have worked and managed a team with a call centre environkent or similar
Must have had experience in implementing new processes and procedures
Candidates would need to have managed teams I order to maximise effectiveness
Have the confidence and ability to deal with customer care related issues and support the team when necessary

224

Customer Care Representatives Resume Examples & Samples

Responds to customer inquiries regarding service, billing, equipment, features, activations, and/or changes to account information taken via telephone, mailings, fax, or e-mail
Utilizes computer/on-line guidelines in responding to customer inquiries
Handles customer problems related to product function or the replacement of defective parts
Completes, processes, and maintains applicable paperwork and records
Strives to resolve customer issues on the first call without having to transfer callers
Follows escalation procedures as needed

225

Coordinator, Customer Care Center Resume Examples & Samples

Competitive, driven and motivated
Outstanding communications skills (including verbal, written and listening skills)
Ability to build rapport over the phone
Problem- solving and decision- making abilities
Excellent active listening and analytical skills
Execute and prioritize multiple tasks
Ability to build relationships (respect, trust, consensus)
Encourage and inspire others

226

Customer Care Team Leader Resume Examples & Samples

Constantly strive for customer satisfaction, quality targets and service levels. Deal with high level customer complaints or issues and those requiring escalation
Manage the resolution / negotiation of customer issues to minimise cancellations, maximise customer retention and increase PB revenue
Deliver ‘best in class’ customer service in order to ensure maximum customer satisfaction which in turn will improve Pitney Bowes profitability
Improve knowledge of outsourced business partner, to deliver enhanced SLA’s
Management and development of a team based in Dublin
People who thrive on making the customer, central to everything they do – ensuring a best in class customer service
Excellent communication skills, both written and verbal, and a high level of numeracy
Team management experience
PC literate in Microsoft applications
Strong inter-personal skills
Proven objection handling and decision making skills
A genuine customer focus and desire to work with people
Demonstrable investigation, analytical and customer resolution experience
Fluency at least in one of Nordics language in addition to English is required for this role

227

Service Desk Engineer, Customer Care Resume Examples & Samples

University graduate with a technical focus
2+ years previous Technical Support Center experience required with an emphasis on business to business interactions. Knowledge of Adobe products will be preferable
Experience in supporting software applications with an emphasis on server based applications
Experience working in a team environment and managing a diverse workload
Outstanding written & verbal communication skills

228

Coordinator, Customer Care Center Resume Examples & Samples

Inbound and outbound calls for loans current month owing through foreclosure (Customer Service and Collection Calls in English)
Effectively provide prompt, accurate and professional responses to customer inquiries
Successfully resolve routine inquiries regarding payments, escrow, loan terms etc
Display active listening skills
Document loan activity to the LoanServ system
Actively collect on past due payments
Establish payment arrangements and determine strategies to resolve delinquency
Foreclosure questions and concerns
Determine the reason for default
Counsel customers about consequences of delinquency
Maintaining service levels and call center performance metrics - Schedule Adherence
Dependability(attendance)
Payment Collection and Deal Production
Handle Time
Department statistics(e.g., have a general understanding of and interpret individual and/or team data)
Mortgage Experience desirable but not required
Must speak fluent Spanish
Problem solving and decision making abilities
Knowledge of customer service strategies
Computer knowledge(Microsoft Office, LoanServ and understanding of network systems) preferred
Scheduled shift changes as a result of business needs (associate must be flexible)

229

Customer Care Team Manager Resume Examples & Samples

Drive service excellence to deliver BT consumers vision of Happy Customers, Brilliant Experiences and Excellent People
To achieve team sales and operational targets through effective use of the coaching for performance capability
Plan and organize own time to deliver optimal results against sales action plans
Help advisors understand and focus on business priorities
To drive continual business improvement in sales, customer retention, revenue and quality
Take personal ownership of customer feedback and issues, escalate where necessary
Build effective relationships with external stakeholders e.g. agency suppliers, trade unions
Work closely with the agency supplier to support effective performance management
Build effective relationships across Consumer Sales and Consumer when appropriate
Communicate & engage the team in the BT, Retail and Consumer Sales strategies
Be a role model for the team by demonstrating effective leadership, positive behaviours, excellence in sales and customer relationships
Assist in selection, recruitment of the right people
Effectively induct new members into the team
Organise the team; ensure attendance patterns, annual leave, training and coaching are all planned
Maintain good product and systems knowledge
Take ownership of personal development
Improve employee engagement
Responsible for good attendance/sick absence management
Responsible for a safe and clean working environment e.g. tidy work area, clear desk policy
Standard responsibilities (people management)
Recognise achievement and incentivise advisors
Give regular feedback and coaching to advisors
Regularly review sales and operational performance with advisors
Encourage shared learning/best practice across the team
Keep bay visuals up-to-date
Brief and engage the team with key messages, in a way that advisors understand and ensuring that advisors know what to do with the information and how to do it
5 Key Skills
Proven track record managing a team of advisors in an inbound and outbound Sales contact centre whilst demonstrating commercial acumen
Proven track record of strong leadership, effective people management and using various coaching methods to uplift contribution within a sales environment
Proven track record of robust performance, conduct management and attendance management
Proven track record of proactively identifying performance trends and applying solutions that achieve a step change in performance
Proven track record of delivering an exceptional customer experience through minimising customer effort and selling with quality
07483 107759

230

Customer Care Sales Consultant Resume Examples & Samples

Must have a HS diploma or GED
Must be 18 yrs. or older
6 months of call canter experience preferred
6 months of sales experience required
Must be flexible and adaptable
Must be able to work one weekend day
Training is four weeks Monday-Friday

231

Customer Care Sales Consultant Resume Examples & Samples

Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
Maintain basic knowledge of client products and/or services
Prepare complete and accurate work including appropriately notating accounts as required
Track, document and retrieve information in call tracking database
May respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
Tolerance for repetitive work in a fast-paced, high production work environment
Based on location and/or program, additional experience/skills may be required
Job requirements may vary by country and will not contravene any local laws

232

Export Customer Care Analyst Resume Examples & Samples

Receive orders to be shipped from International Distributors and Affiliates and process them in SAP in an efficient, timely, and accurate manner. Determine stock code availability and verify pricing. Configure customer orders (building containers) to best optimize equipment utilization and minimize distribution costs
Identify and implement plans, in conjunction with Staff Planning, plants, and distribution centers to establish ship date and location that best meets customer requirements
Along with International Transportation, monitor SAP system and Freight Forwarder tracking tool orders to ensure shipment on a timely basis to meet customer needs
Develop, analyze, and implement cost reduction strategies for the international business teams
Ensure all required documentation is provided to the customer, and maintain customer records
Act as a focal point for all customer inquiries/issues relating to order, price, credit, logistics, customs, damage, shipping, or related items. Work with necessary Halyard teams to resolve issues. Prepare order status reports for customers as appropriate
Investigate and resolve all international sales adjustments. Issue credits and debits for shipment, price, and other discrepancies
Process debits and credits to customer A/R accounts
Coordinate all requirements for customer damage claims, including obtaining the necessary documentation, photos, and product destruction verifications, and working with International Transportation to ensure proper credit is received from our carriers
Develop and promote interpersonal relationships with the purpose of building a team. Demonstrate a willingness to listen; to be open to new ideas; to support the decisions of the team; to trust others; to provide encouragement; to recognize contributions of other team members; and to display a sense of empathy and understanding
By employing the Quality Management Process, demonstrate a customer/end-user focus, staying close to customers (internal and external) and determining their needs. Commit to meeting these needs and continually strive to improve
Establish and maintain internal control within the area of responsibility as required by CFI 07-01, and the Halyard Health Internal Control Plan
Communicate fully with superiors, subordinates and others who have a need to know. Be informative without being obtrusive or vexatious. Communicate in a way that is timely, yet prompt; complete, yet concise; candid, yet accurate; and clear, yet responsive
Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results
Bachelor’s Degree highly preferred in International Business and/ or Logistics
1-3 years of experience in a Logistics or Customer Service function in a non-retail environment
Understanding of International Logistics
Intermediate analytical capability and Microsoft Excel data management skills
Able to build sustainable relationships (internal and external)
Working knowledge International Trade concepts, i.e. INCOTERMS (preferred)
Additional language skill highly preferred
SAP experience preferred

233

Customer Care Ops Supv Resume Examples & Samples

Responsible for all vendor scheduling, forecasting and intraday management
Minimum 4 years of experience for a Customer Services organization
Minimum of 4 years of experience in call center workforce management experience
Minimum of 3 years’ experience with a workforce management system (Aspect, Interactive Intelligent etc.)
Minimum 3 years leadership experience
2 years’ experience with Field Operations routing and management tool
Available to work weekends and evenings to respond to vendors workforce management escalations
Strong interpersonal and organizational skills
The flexibility to handle multiple tasks and respond to changing priorities and deadlines
Broad knowledge of customer service systems
Ability to manage multiple projects concurrently
Proficient in the use of Microsoft Office Programs: Microsoft Word, PowerPoint, Outlook, and Excel
Advanced Excel experience. Knowledge of SQL queries
Knowledge of SAS
Knowledge of Service Suite 9.2.1 Applications (Dispatch Application, Workforce Availability and System Administration)

234

Customer Care Expert Resume Examples & Samples

Continued learning, understanding, and documentation of customer’s workflows and utilization of Avid products (and interaction with multiple third party products) as needed to develop and maintain appropriate support skills
Work with the Avid product managers, Technical Marketing Team, engineers and CET to identify, understand, and document developing issues, reproducible bugs and key feature requests
Maintain logs of all communications relating to technical support issues
Monitor reseller service performance and assist as necessary to ensure end user satisfaction and problem resolution
Broadcast news principles: workflow, environment, equipment, objectives, terminology
Experience working with the Linux shell
Knowledge of Avid Shared Storage and Asset Management solutions, such as Unity MediaNetwork, ISIS 2000/5000/7000, Media Manager, and Interplay Production
Knowledge of Avid Media Composer, Symphony, NewsCutter, Pro Tools, or Sibelius software
Experience with computer networks and infrastructure
Experience with computer programming
To have completed and passed 210 Operator Certified Level Training

235

Customer Care Expert Resume Examples & Samples

Provide telephone and web based technical support, using Avid’s chosen Customer Relationship Management (CRM) suite of support tools
Act as a respected point of reference for the escalation and management of complex issues to the Engineering teams in accordance with the escalation process
Interact with management and senior customer personnel on matters which may also require coordination across organizational lines
Engage in the handover process from the Professional Services Delivery team
Assist with reseller service performance to ensure that end user satisfaction and problem resolution skills are maintained and/or exceeded
Build productive internal/external working relationships with 3rd party vendors and OEM’s as part of Avid’s “Open Eco-System” approach
Assist the sales teams in the promotion of Avid Products and Support Offerings acting in the capacity of Product Expert
Provide out of hours support on a rotation basis might become necessary
You must demonstrate in-depth knowledge and experience of at least one set of Avid products (iNews, Interplay, MAM, ISIS etc)
You must be fluent in at least 2 European languages
You must have the ability to build relationships quickly with internal & external stakeholders both locally & internationally
You must show a passion for Avid products & a desire to help customers achieve success is critical
You must have Technical Support/Product Specialist skills
You must be able to work to tight deadlines and with minimum supervision
You must be a good team player, with both adaptability and flexibility
Comprehensive understanding of broadcast operation (Newsroom, MAM, Editorial suite and production)
Good educational skills, experience in holding technical trainings as one-on-one or in small groups
Additional language skills are a plus

236

Principal Customer Care Expert Resume Examples & Samples

Follow and develop Avid’s standardised CS practices/processes in analyzing situations or leveraging pre-existing information to solve problems
Maintain communication with the support team and management in resolving technical problems and/or bringing problems to the organization's attention
Process RMA’s (Return to Manufacturing Authorisations) where necessary
Exercise and demonstrate sound judgement to determine the most appropriate action in critical situations
Use Avid’s shared content systems, such as Avid’s Knowledge Base (KB) to not only help resolve known issues, but also to ensure new solutions to simple and the more complex problems are captured for future reference by others
Training of Support Staff in basic and advanced Network, Storage, Editor and Interplay and support in conjunction with the Support Manager
A minimum of 4 years industrial experience either in a video/audio/storage engineering or operational capacity or equal Technical Support/Product Specialist skills
You must have excellent customer focus & strong communication skills
Comprehensive understanding of Mac OS and Windows is essential
Comprehensive understanding of Video workflow
Comprehensive understanding of Video Post Productions
Knowledge of servicing Avid audio hardware (system installation, controllers) on-site
Excellent technical knowledge of Avid products especially in an inter-operational environment (Interplay, Unity and Interchange formats)

237

Customer Care Resume Examples & Samples

Handles a high volume of customer calls requiring product recommendations, problem resolutions, complaint handling and troubleshooting utilizing in depth product knowledge
Ensures customer inquiries are handled in a professional and expeditious manner. Maintains effective communication with other individuals and departments as necessary
Responsible for product training for Customer Care and Insurance departments; maintain and update Customer Care reference material
Performs other related tasks as required
3+ years relevant experience in a call center environment

238

Kone Customer Care Center Process Associate Resume Examples & Samples

Receive KRMS Voicelink forms from the front line and enter KRMS contact data into SAP
Process the KRMS Voicelink forms and then submit to the KRMS phone programmers to verify phone has been programmed
Receive requests from KONE Customer Care Center alarm agents regarding incorrect site contacts. Contact customer to confirm new contacts, advise front line and enter into SAP
On a monthly basis generate report from Report Generator of equipment with KRMS Voicelink to check for equipment entries with missing KRMS contacts. Contact customer to confirm contacts, advise front line and enter into SAP
Provide backup to the KRMS phone programmers and KC3 alarm agents when required
As new acquisitions are processed, work directly with the local office to ensure that any emergency phone calling KONE has been identified and processed with KRMS contacts
Using the Tele-opti My Data tool to review and comply with schedule assignments, assigned break and lunch periods
Ability to speak clearly and understandably on the telephone
Ability to interact with our customers and service people in a courteous, friendly yet not “chatty” manner
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear
Specific vision abilities required by this job include close vision, color vision, peripheral vision, and ability to adjust focus

239

Customer Care Center Representative Resume Examples & Samples

Be successful on the EEI Customer Service Representative Test battery
Strong communication skills, both written and oral
Conflict resolution and negotiation skills
Analytical skills to accurately examine customer’s situations to provide accurate information and solutions that fit the customer’s needs
Decision making skills to consider and select solutions that resolve conflict between customers and company
Adopt and support safety expectations
Shift work required –includes nights, weekends and holidays
On-call responsibilities required
Ensure excellent customer relations by promptly and accurately handling all types of telephone inquires
Promote a wide variety of Gulf Power products and programs
Manage company assets through determining deposits, making payment arrangements and maintaining customer records

240

Take-customer Care & Aftersales Resume Examples & Samples

Perform data analytics/data mining
Use database queries and advanced data analysis to find patterns and predict outcomes
Analyze data, evaluate trends and interpret results
Compile data, prepare and distribute reports and analyze results
Convert data into usable information for business decision making
Develop common processes, re-engineer and streamline work efforts throughout department and other impacted areas
5 years of relative professional experience
Bachelor's Degree in Business, Marketing, eCommerce or similar discipline

241

Customer Care Project Analyst Resume Examples & Samples

Responsible for following project management methodology to manage projects. This includes documenting and communicating on risks and issues to drive resolution. This also includes meeting key metrics as identified
Develops an understanding of distribution, customer service, tech support and field service operational procedures in order to assist in decision making
Develops innovative solutions to meet business needs
Ensure end users are involved in defining requirements, testing, and creating the proper procedures and systems at implementation of project
Exhibits ability to effectively train and educate users on procedures as well as communicate how the implementation ties to department and overall Stryker goals
Develops and maintains project related training materials
Participates in departmental or organizational training when necessary to facilitate knowledge transfer of new/changed products, processes or technology
Coordinates problem resolution with appropriate departments
Ability to create and use logical step by step procedures to meet job requirements
Ability to root cause/problem solve as issues arise
Committed to quality by continuously searching for ways to enhance performance and meeting all training and documentation criteria
Assist with annual budget preparation, status reports and other related communications
Ensures compliance with all regulatory and compliance activities within prescribed area
Accountable for all record-keeping as appropriate and in accordance with Stryker requirements

242

Customer Care Analyst Resume Examples & Samples

Delivers New Hire Training and Vitality Trainings for Customer Care agents and provides feedback on the progress of particular agents to business stakeholders
Liaises with all coaches to provide coaching support for the transfer of learning from classroom (workshops) to work place
Liaises with outsource trainers to deliver standardized training interventions to Dell standards and best practices
Provides feedback to Coaches, and Trainers as part of the Training/Coaching closed loop process
Liaises with scheduler(s) to develop quarterly training schedules and delivers/communicates same to the Coach TL
Prepares & maintains training environment

243

Customer Care Operations Analyst Resume Examples & Samples

Regular and ad-hoc agent performance report gathering and analysis within SFDC, Avaya CMS Supervisor, and Cognos
Maintenance of master agent skillset and shift roster
Contact on-point for all issues regarding agent schedules
Work with Regional and GSC Management to coordinate hourly agent scheduling
Work directly with agents to ensure 24x7 out of hours coverage scheduling
Process PTO requests and update records
Creative and Open Problem Solving - We seek unique and creative solutions to the challenges of our customers, and the industry overall, in a smart, thoughtful, and open manner
Energy and Effort in our Work Together - We demonstrate a strong work ethic in all that we do; undertaken with passion, a sense of urgency, and a commitment to the tasks we have in front of us
Personal and Collective Accountability - We accept responsibility in our decisions and actions toward common goals aligned with the needs of our business community

244

Customer Care Resume Examples & Samples

Adhere to company and individual performance metrics
Enter information using a computer keyboard
Minimum of 6 months working with multiple software applications
Minimum of 6 months of heavy volume phone experience in a customer service/call center
Classroom instruction led by an experienced Trainer
Class begins on2-17-2017

245

Customer Care Sales Representatives Resume Examples & Samples

High School Diploma or GED required; graduation from a college with an Associate’s degree preferred
Fluency in Spanish required for LAC agents (preferred)
Customer Service skills
Strong listening/comprehension skills
Mental Acuity
Confident/Assertive
Demonstrate a positive attitude

246

Customer Care Titles Administrator Resume Examples & Samples

Assists in the conduction of interviews and leads in shadowing sessions
Opens and maintains dialogues with phone teams, providing and receiving updates on process changes within respective teams. This can be accomplished via presentations/meetings etc
Provides feedback and coaching to improve on areas that require improvement related to specific Titles desks. IE region desks would provide feedback and coach to region desks etc
Creates and maintains 1-2 process improvements every year and maintains said Titles processes using documentation and content coinciding with the online knowledge base. SOW’s, spreadsheets, pulled reports etc
Trains new hires on created and existing processes and their new roles. Trains back-ups for related desks when said desk representative is unavailable
Communicates and works with 3rd party vendors to ensure processes are completed in compliance within service level agreements
Research and identify missing and incorrect titles utilizing all VCI and vendor systems. Analyze priority level based on age of account, account type, and risk of repossession. Determine course of action to expedite title replacement, correction, or duplication and process accordingly
Prepare solutions to title transfer rejections with varying degrees of complexity received from state DMVs and resolve by acting as a liaison with title vendors, service providers, DMVs, VCI Auctions, customers, dealers, and relating areas of VCI and VWoA
Keep current with specific Federal, State and bank laws, motor vehicle regulations and licensing requirements pertaining to titles, taxes, and registrations and incorporate in the process. Supply necessary documents to resolve and/or process ownership transfers, lien procurement, liability release, duplicate, buyback, balloon loan and repossession title processing
Provide timely follow-up using various systems for conclusion of title transfers, lien procurement, auction title and sale title release. Respond to all customer, dealer and colleague inquiries pertaining to title processing activities
Analyze daily title support initiatives and identify trends relating to title transfer rejections; confirm changes through vendor and update related reference material as needed. Prepare solutions ranging from projects to communication campaigns with customers and dealerships
Audit system batch process daily to ensure accurate file feed to and from title vendor, follow up with appropriate vendor or VCI IT personnel for prompt resolution. Communicate statuses to management and related departments
Release the interest of VW Credit, Inc. on titles and forward to the appropriate party
Perform other related duties as required
Completes daily tasks at respective Titles desk
Familiar with bank/captive credit company procedures and regulations
Familiar with motor vehicle regulations, titling and licensing requirements
1 to 3 years experience in the automotive field
Proficiency in MS-Word, PowerPoint, MS-Outlook, Excel, and Business Objects

247

Customer Care Intern Resume Examples & Samples

Assist on various projects and in various roles across the Department
Execute other general office duties
Participate in Internship Program activities in order to get a better grasp of the bank’s overall mission
Build relationships with other interns during the summer
Support other team members on work duties as needed
Must possess excellent analytical skills
Ability to accomplish work assignments under minimal supervision and under tight deadlines
Working knowledge of Microsoft Word, Excel required
Proficient verbal and written communication skills with special emphasis on grammar, spelling, and composition

248

Sup, Customer Care Technical Resume Examples & Samples

Supervisors are willing to adjust and adapt to all aspects of the business in an ever changing work environment. They will be expected to understand goals, how they are measured, how to reach them, and work with others as necessary to achieve them
Supervisors are expected to take initiative to support and help the team meet productivity, quality and performance standards,
Supervisors are expected to proactively learn new information, report customer impacting concerns, think outside the box on customer resolutions and share best practices with others
Supervisors are expected to participate in interviewing and selection of new team members
Minimum of 2 years customer service experience, preferably in a technical support and/or call center environment
Demonstrated excellent verbal and written communication skills along with basic practical math, reading and comprehension abilities

249

VP of Customer Care & Consulting Resume Examples & Samples

Oversight of a global Hosting Support team changing the lives of over 4 million customers annually
Manage a service fulfillment team and design the model for scale
Form partnerships and relationships to and from Care Center Operations business units, product teams, marketing teams, and other internal partners
Provide strategic guidance and direction to ensure Go Daddy’s Customer Care Center meets or exceeds all site productivity measurements. Provide evaluations to the SVP of the Customer Care Center regarding services and operational efficiencies
Identify and develop talent at the manager and supervisor level. Provide feedback to direct reports that facilitate growth and development. Create a pipeline of talent for the future expansion of the Customer Care Center
Create an employee culture that exemplifies the GoDaddy brand for employees, customers and GoDaddy
Demonstrate industry leading processes and technology to drive decision making
Ability to incorporate tools, systems and resources to deliver maximum results for the organization while delivering an extraordinary experience for our customers
Senior Leadership roles responsible for a significant portion of a contract center organization
Customer Care Management in a technology based atmosphere is preferred
Strong mathematical, statistical, analytical, communication and organization skills
Web Hosting experience and knowledge of applications, programming and platforms is preferred
Previous experience collaborating with Product and Software Development teams on customer experience improvements
Self‑motivated; excels in a minimal guidance, high profile position
Four year college degree or equivalent experience is required

250

Specialist, Customer Care Resume Examples & Samples

Resolve customer enquiries, and promote Western Union services
Provide first-level support for customer complaints
Document and escalate issues to the relevant department
Perform special projects, and other duties as directed by the team leader or Operations Manager

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