Customer Operations Supervisor Resume Samples
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Customer Operations Supervisor Resume Samples
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IH
I Hodkiewicz
Ima
Hodkiewicz
337 Mariah Row
Houston
TX
+1 (555) 278 9923
337 Mariah Row
Houston
TX
Phone
p
+1 (555) 278 9923
Experience
Experience
New York, NY
Customer Operations Supervisor
New York, NY
Gerhold, Hodkiewicz and Reichel
New York, NY
Customer Operations Supervisor
- Strong performance record
- Technical and analytical/problem-solving expertise
- Broad knowledge of business and technical aspects of the job, including financial and cost management
- General knowledge of SAP CCS and the UWUA Bargaining Agreement
- 15%- Actively participate in the Customer Operations Management Team as well as focusing on local office leadership
- Supervise and motivate a team of 2 Consultants and 14 Coordinators to build strong working relationships with all VCI and VWGoA Personnel, VW and Audi Brands, and VW and Audi Dealers to support and resolve Remarketing related issues
- Promote a respectful work environment and hires,
New York, NY
Psegli Customer Operations Supervisor
New York, NY
Roberts-McKenzie
New York, NY
Psegli Customer Operations Supervisor
- Responsible for employee selection, coaching, mentoring, and training while working with the Talent Management System to develop a high performing team
- Review and monitor established individual, team, and departmental performance measurements of daily, weekly, and monthly performance metrics
- Oversee daily, weekly, monthly reporting of PMP and KPI objectives for team’s performance and provide results to Management
- Develop and maintain a working team that consistently provides a high level of quality and service to customers and dealers
- Provide accurate and timely audit findings and updates to Legal, Compliance, and Customer Operations Section Manager
- Participate in the performance of other duties and projects as assigned by the Customer Operation Section Manager
- Manage and record all attendance and performance statistics
present
Phoenix, AZ
Customer Operations Leader / Supervisor
Phoenix, AZ
Walter-Koss
present
Phoenix, AZ
Customer Operations Leader / Supervisor
present
- Responsible for all phases of customer orders including: order entry, date management, quantity changes, product changes and all order confirmations
- Attend and or lead scheduled meetings with Planning, Purchasing, Production and Shipping to ensure customer orders are planned, executed and shipped on time
- Oversee all standard customer communication including auto generated order confirmations, invoices, packing slips, manual invoices and any interaction with customer portals
- Provide support to sales function by maintaining customer spec sheets, as well as overseeing & enrolling new accounts, gathering forecast information
- Provide guidance to the Customer Operations Specialists in their daily tasks
- Approve out bound freight cost and track spending
- Interface weekly with customer and Accounting to determine financial status of customer account as well as any returns or warranty claims
Education
Education
Bachelor’s Degree in Electrical Technology
Bachelor’s Degree in Electrical Technology
Boston University
Bachelor’s Degree in Electrical Technology
Skills
Skills
- Knowledge of Remarketing processes and procedures
- 20%- Work with Location Accountability Teams to provide leadership for local the business and grow their business results
- Strong presentation skills
- Good interpersonal, organizational and
- Experience handling employee issues and making
- 15%- Actively participate in the Customer Operations Management Team as well as focusing on local office leadership
- 10%- Provide training support and development opportunities as available for the Customer Account Coordinator Team. If training is outside of Customer Operations Supervisor’s area of control they are the primary individual responsible for getting the right people involved
- Previous leadership experience
- 15%- Perform supervisory duties for the Customer Account Coordinator team located at their hub, including but not limited to PMP reviews, daily coaching conversations, Performance Improvement Plans, etc
- Vendor relationships and management skills
8 Customer Operations Supervisor resume templates
Read our complete resume writing guides
1
Customer Operations Supervisor Resume Examples & Samples
- Bachelor's degree in a related field or equivalent experience required. Minimum of 3 years of supervisory experience in a high volume customer service/call center environment
- Strong leadership skills required to lead a diverse team
- Must be decisive and creative with the ability to solve non-routine issues
2
Supervisor Customer Operations Resume Examples & Samples
- Minimum of two years of customer service experience and one year of supervisory or leadership experience required
- Experience processing claims and filing disputes
- Knowledge of regulation and compliance
- Banking or Bill Payment experience is helpful
- Card Services Experience Required
3
Supervisor, Customer Operations Resume Examples & Samples
- Strong familiarity with call center management hardware/software
- Knowledge of customer service techniques and standards
- Working knowledge of MS Office (Word, Excel, PowerPoint, Access) internet and Outlook preferred
- Effective public presentation skills
- Diligent Time Management and analytical skills
4
Supervisor Customer Operations Resume Examples & Samples
- Bills & Invoices
- Business Documents
- Card Manufacturing and Personalization
- Checks & Explanation of Benefits
- Commercial Printing
- Direct Marketing Services
- Digital Document Services
- Office Supplies & Equipment
- Statements
- Tax Forms
5
Customer Operations Supervisor Resume Examples & Samples
- Build customer relationships, both internal and external
- Work with team members to ‘own every customer’s experience to drive satisfaction and first contact resolution
- Coach team members to ensure understanding and attainment of sales goals and objectives
- Inbound Call Center Supervisor Work Activities
- Ensure Customer Satisfaction – Internal and External
- Work independently and in teams to ensure the success of Time Warner Cable
- Drive messages and behaviors that align with the customer expectations and company goals
- Create and implement incentives that motivate performance and positively impact morale
- Recognize the exceptional results and efforts of team members
- Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
- Provide Billing and Technical Support
- Support team members who work with customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
- Develop team members to ensure they can provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues
- Ensure that team members are able to listen to customer concerns and diffuse frustration by providing options and solutions
- Provide team members with the skills necessary to educate customers on how to solve similar billing and technical issues in order to prevent phone call in the future
- Drive Value, Awareness and Sales
- Increase share of market and share of wallet by supporting team members in successfully presenting customers with bundled service solutions that meet their long-term needs
- Ensure that team members are aware of all goals and objectives, as well as what is necessary to achieve them
- Assess individual/ team performance and trends to isolate opportunities for incremental results
- Provide coaching and developmental feedback to all team members on a daily/weekly/monthly basis
6
Supervisor Customer Operations Resume Examples & Samples
- Diagnosing improvement opportunities,
- Providing effective feedback, coaching, training, professional development, and corrective action
- Lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes
- Interview and make effective hiring recommendations
- Develop and implement process improvements, and effectively manage change to ensure departmental objectives are met
7
Supervisor Customer Operations Resume Examples & Samples
- Diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
- Perform quality checks, develop and review performance reports
- Identify areas to improve, and implement measures to improve performance
- Lead workflow distribution and floor management to ensure service levels are consistently met
- Resolve complex escalated client concerns and disputes
- Interview and making effective hiring recommendations
8
Supervisor, Customer Operations Resume Examples & Samples
- Minimum of 2 years of experience in a call center or operations support environment with1 year of supervisory or leadership experience required
- One year of banking or bill payment experience preferred
- Card Services experience required
- Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Internet Explorer, and Outlook
9
Supervisor, Customer Operations Resume Examples & Samples
- 2 years of experience in a call center or operations support environment
- 1 year of supervisory or leadership experience required
- 1 year of banking or bill payment experience preferred
10
Supervisor, Customer Operations Resume Examples & Samples
- Lead effective collaboration across sales and the value chain to manage and improve the core performance metrics such as Ship Complete and On-Time
- Build effective partnerships with the value chain and logistics/distribution teams to drive effective processes that deliver value for the business
- Business Qualifications
11
Customer Operations Supervisor Resume Examples & Samples
- 40%- Coach Customer Account Coordinator’s in decision making pertaining to questions they have around order entry, specifically focusing on customer and supply chain related questions
- 20%- Work with Location Accountability Teams to provide leadership for local the business and grow their business results
- 15%- Perform supervisory duties for the Customer Account Coordinator team located at their hub, including but not limited to PMP reviews, daily coaching conversations, Performance Improvement Plans, etc
- 15%- Actively participate in the Customer Operations Management Team as well as focusing on local office leadership
- 10%- Provide training support and development opportunities as available for the Customer Account Coordinator Team. If training is outside of Customer Operations Supervisor’s area of control they are the primary individual responsible for getting the right people involved
- Ability to establish strong relationships with internal & external customers
- Ability to motivate, train, and develop a team utilizing strong leadership skills
- Ability to identify key employees, create high performing teams, and work effectively within a team
- Strong and quick decision maker
- Travel up to 20%
- Minimum of 5+ years of experience in Customer Operations and/or Supply Chain
- Minimum of 3+ years supervisory and leadership experience around Customer Operations
12
Customer Operations Supervisor Resume Examples & Samples
- Supervise the day-to-day service operations of
- Meet goals for area of responsibility including
- Maintain and enhance a strong customer
- Monitor technician work activities &
- Effectively support the planning and tracking of
- Promote a respectful work environment and hires,
- Achieve performance targets established by leadership for
- 3+ years of increasing Operations Supervisory
- Good interpersonal, organizational and
- Experience handling employee issues and making
13
Psegli Senior Customer Operations Supervisor Resume Examples & Samples
- BA/BS degree or minimum of 5 years equivalent business experience in a Customer Centric and transactional organization
- Must possess well developed interpersonal, leadership and time management skills
- Must have skills to coach employees on their reliability, quality and performance
- Ability to motivate the workforce and foster a team environment
- Must possess excellent verbal and written communications skills; strong analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions
- Candidate must foster an inclusive work environment and value all aspects of diversity
- Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures in a plus
- Working knowledge of electric rates, utility tariffs and regulations
- Experience in Database management and development of Microsoft Access and Tableau
- Lean Six Sigma Green or Black Belt Certification
- Knowledge of JD Power Customer Perception Survey and Process
- Experience in Emergency Response Procedures and Business Continuity
14
Supervisor Customer Operations Site-req Resume Examples & Samples
- Bachelor’s Degree required or 5 years in equivalent experience
- Strong knowledge of the Customer Operations Customer Contact businesses and processes, with a minimum of 4 years working experience in the Northern or Southern Inquiry operations
- Working knowledge of CIS and SAP
- Minimum of 5 years’ experience as a first line supervisor with strong technical skills
- Fundamental knowledge/experience in financial analysis and work planning
- Experience in labor relations negotiations and thorough knowledge of the PSE&G/Union agreement with UWUA Local 601
- Strong interpersonal, leadership and communication skills, demonstrated teamwork, demonstrated ability to plan and organize; ability to recruit and develop talent and manage performance. Demonstrated planning and team building skills
- Proficient in the utilization of Customer Operations Systems, Word, Excel and Powerpoint
- Ability to make decisions, proactively address issues, and provide long/short term operational and performance issue resolutions
- Maintain a valid NJ driver’s license
- MBA or advanced degree
15
Customer Operations Supervisor Resume Examples & Samples
- Supervise and motivate a team of 2 Consultants and 14 Coordinators to build strong working relationships with all VCI and VWGoA Personnel, VW and Audi Brands, and VW and Audi Dealers to support and resolve Remarketing related issues
- Responsible for employee selection, coaching, mentoring, and training while working with the Talent Management System to develop a high performing team
- Develop and maintain a working team that consistently provides a high level of quality and service to customers and dealers
- Assist in setting individual and team goals (KPIs) that are aligned with department and company-wide goals to ensure VW Credit, Inc. meets or exceeds critical targets
- Review and monitor established individual, team, and departmental performance measurements of daily, weekly, and monthly performance metrics
- Oversee daily, weekly, monthly reporting of PMP and KPI objectives for team’s performance and provide results to Management
- Conduct monthly one-on-one meetings with all staff members to review performance, development, and accountability
- Conduct staff meetings as needed to educate on changing programs and policies
- Manage and record all attendance and performance statistics
- Foster and maintain positive relationships with STA, Title Service Provider vendors, to ensure processes are integrated to support expected service level. Serve as key contact for daily team operations
- Collaborate with Sales and Service, Dealer Remarketing, Service Centers, and external vendors to identify and implement process improvement ideas to increase productivity and reduce processing times
- Participates in the development and definition of Account Closure and End of Term Operations' processes, procedures, and guidelines. Monitors Account Closure and End of Term operations, audits both manual and systems processes, and coordinates with all areas of VW Credit, Inc
- Supervise the accurate processing of end-of-term invoicing, early termination invoicing, collections, general ledger account closure activities and entries, bank reconciliations, credit card processing, and vendor invoicing and reconciliation
- Supervise U.S. End of Lease customer billing and accounts receivable activities, dealer and customer direct sales invoicing – lease, balloon, and early terms; total accounts receivable in excess of $1.4 billion per year
- Ability to interact with Service Centers to ensure that processes are aligned and meet all business, legal, and auditing needs
- Fosters and maintains positive relationships with all internal and external customers to ensure processes are integrated to support expected service level
- Acts as the Account Closure and End of Term Operations SME and provides consultation support of IT Business Requirements to ensure all IT projects affecting End of Term Operations meet their stated needs
- Provide accurate and timely audit findings and updates to Legal, Compliance, and Customer Operations Section Manager
- Expertise in Federal and State financing and banking laws, motor vehicle regulations (DMV), and licensing requirements pertaining to titles and taxes
- Monitor all state changes in vehicle titling, including electronic titling, and direct financing and banking laws; recommend changes to ensure efficiency, competitive advantage and cost effectiveness
- Manages team responsibilities for direct finance and direct sale processing, title research to ensure timely release, and utilize all VCI and vendor systems
- Work with Auction group, Vehicle Administration, Service Centers and external vendors to identify and implement process improvement ideas to increase productivity and reduce processing times
- Participate in the performance of other duties and projects as assigned by the Customer Operation Section Manager
- 1-3 years of relevant experience required
- 1-3 years of supervisory experience required
- Previous leadership experience
- Vendor relationships and management skills
- Cross-departmental work experience
- Knowledge of Remarketing processes and procedures
16
Psegli Customer Operations Supervisor Resume Examples & Samples
- Responsibilities include direct supervision of Call Center Representatives who have daily contact with new and existing customers
- Monitor and analyze individual performance toward achievement of scorecard targets
- Supervise and develop associate’s skills, evaluate performance, provide ongoing coaching and feedback regarding quality, productivity, customer focus and availability
- Plan, organize and coordinate a diverse workforce to work safely and efficiently to maximize operational effectiveness and achieve department targets
- Handle escalated customer calls and work to satisfy the customer by creatively resolving their concerns
- Maintain a work environment that fosters self-motivated and empowered employees
- Analyze data to assess customer satisfaction and adjust local procedures
- Maintain and adjust real-time staff levels/requirements to best meet customer needs
- Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication. Recognize and recommend operational improvements
- Demonstrate ability to coordinate and organize activities/projects
- Interacts with field operations as needed
- Provide technical support to associates regarding rates, systems/applications and company policies/procedures
- Work a variety of shifts and work days including weekends, holidays and nights
- Be a part of mandatory Standby duty
- Work extended hours/days during storm/emergency conditions as needed
- BA/BS degree and 2 years customer operations experience or7 years of customer centric experience with direct customer contact
- Must have skills to coach employees on their availability, quality and performance
- Excellent computer skills, specifically in Microsoft Outlook, Excel, PowerPoint and Word
- Must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices
- Ability to demonstrate safety awareness and work to improve PSEG Long Island safety culture
- Must have a sense of teamwork and initiative
- Experience in Database management or Microsoft Access
- Must have and maintain a valid driver’s license
- Experience working with union associates and grievance process
- Knowledge of call center technologies
17
Psegli Senior Customer Operations Supervisor Resume Examples & Samples
- Bachelor’s degree with a minimum of 3 years relevant work experience or must have a minimum of 7 years equivalent business experience in customer services or collections organization
- Must be willing to be trained as a Lean Six Sigma Green/Black Belt
- Candidate must possess planning and organizational skills
- Candidate must foster an inclusive work environment and respect all aspects of diversity
- Experience working with union associates and grievance process is a plus
- Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
18
Psegli Senior Customer Operations Supervisor Resume Examples & Samples
- Supervise and coordinate the work schedules of Meter Testers and Clerks associated with the installation, repair, testing of residential, Commercial/Industrial, and specialized metering schemes and associated communication devices
- Support and coordinate these activities with Meter Engineering, Meter Data Center, Electric Design as well as other Operating Departments in order to meet customer commitment dates in support of LIPA and corporate metering programs
- Provide safety briefings and technical training programs for the staff and other organizations
- Coordinate meetings with vendors and various organizations. Report on project status and associated budgets
- Must maintain appropriate inventory levels of meters and equipment, various supplies and test equipment which are necessary to perform the required functions
- Must prepare and / or approve the daily work schedules to ensure efficient assignment and completion of all field work
- Monitor work activity and motivate effective performance. Represent the Department in various internal and external group functions
- Bachelor’s degree in an Electrical Technology or Computer Science discipline with 3 years of relevant work experience
- Associates degree in Electrical Technology or Computer Science discipline with 4 years of related experience
- Individual should also possess a working knowledge of the Red Book and NEC. LIPA Red Book knowledge is a plus
- A working knowledge of various computer software products including Microsoft Office is also required
- Candidates must have the ability to provide direction to others, work effectively, meet project deadlines, possess strong judgment and above all be self-motivated
- Ability to plan, organize and control field operations is required. Applicants should have strong organizational, interpersonal, oral and written communication skills
- Minimum 3 years supervisory experience as well as strong negotiation, communication and leadership skills
- A thorough knowledge of the Collective Bargaining Agreement for Union and experience supervising staff under Collective Bargaining Agreement
19
Customer Operations Leader / Supervisor Resume Examples & Samples
- Responsible and accountable for on time delivery of customer shipments; including co-ordination through the factory and with 3rd party logistics providers
- Responsible for all phases of customer orders including: order entry, date management, quantity changes, product changes and all order confirmations
- Attend and or lead scheduled meetings with Planning, Purchasing, Production and Shipping to ensure customer orders are planned, executed and shipped on time
- Oversee all standard customer communication including auto generated order confirmations, invoices, packing slips, manual invoices and any interaction with customer portals
- Approve out bound freight cost and track spending
- Provide support to sales function by maintaining customer spec sheets, as well as overseeing & enrolling new accounts, gathering forecast information
- Manage all major reschedules by allocating available supply to priority orders and tracking the progress to ensure customer impact is minimized
- Interface weekly with customer and Accounting to determine financial status of customer account as well as any returns or warranty claims
- Provide guidance to the Customer Operations Specialists in their daily tasks
- BA/BS degree desired or equivalent work experience
- 5-10 years’ experience managing or supervising a Sales or Customer Service Team in a manufacturing environment
- Experience with Oracle required
- Proven track record of implementing new processes and procedures resulting in improved customer satisfaction and/or cost reductions
- Strong interpersonal skills, excellent written and verbal communication skills
- Must have excellent knowledge of Excel, Word and Outlook and use of MRP and or ERP systems
20
Supervisor Customer Operations Resume Examples & Samples
- Two (2) years supervisory experience in a customer operations environment
- Advanced Microsoft Excel, PowerPoint and SharePoint skills
- Extensive experience using Call Center, Work Force Management and Quality Analytics Software
- Experience leading and managing projects
- Strong knowledge of customer service, billing and collection practices and environments
- Ability to communicate effectively in writing and speech with all level of company management and with other internal and external contacts
- Advanced knowledge of call center process; rules and requirements governing customer service; and the customer service (computer) system; front office and back office
- Ability to complete multiple tasks and manage time effectively to meet all assigned deadlines
- Must understand the importance of goal attainment with a high standard of ethics
- Analytical skills with the ability to organize data from multiple resources
- Ability to motivate in a team environment. Must be able to lead by example while maintaining flexibility and creativity
- Knowledge of SAP and Microsoft Office Suite
- Maintain professional demeanor at all times
- Must be available to work a flexible schedule relative to customer service hours of operation
- Collaborative skills to work with the team, members and members in other areas in shared decision making
- Ability to facilitate team meetings and activities, utilizing formal facilitation techniques and processes
- Process design/process improvement skills
21
Customer Operations Supervisor Resume Examples & Samples
- People manager of individual contributors including team leads, responsible for their development and growth within the organization and company, performance management and personal goals achievement along with motivation and retention management
- Manages department level projects, process creation and transitions, upgrades and testing, as well as continual improvement initiatives, always ensuring a high-quality customer service, measurable and sustainable results and a change acceptance and implementation environment
- Communication management to Stakeholders and internal customers on team results, changes, risks and quality and accuracy of work, as well as key productivity metrics associated with service level achievements
- Conducts staff meetings to calibrate and deliver essential communications, build team spirit and promote employee recognition
- Helps to create, maintaining and enhancing a Culture of Growth, engagement, and retain talented individuals. This includes normal performance plans development, performance reviews, and on-going performance feedback through coaching and 1on1 sessions
- Creates a great place to work environment by fostering open communication, mutual respect and approachability and where people can realize their full potential
- Keeps the organization’s vision and values at the forefront of associated decision making and action by communicating their importance and fostering and rewarding daily activities and behaviors that support them
- Identifies opportunities and acts to build strategic relationships between peers including the different teams, departments, units, or organizations of the company to help achieve business goals
- Operational Escalations management with a high sense of urgency and delivering excellent customer satisfaction
22
Supervisor, Customer Operations Resume Examples & Samples
- Responsible for managing the personnel and processes for the SPD Operations Drop Ship Team and Resolution teams
- Accountable for the tracking customer product deliveries and identifying those packages requiring attention or return prior to the package control end of life to eliminate product loss
- Prioritizes team work flow based on customer needs. Manages case resolution procedures and provides guidance for product returns and issued credits
- Reviews and audits AMI portal program. Details failures, required adjustments, or improvement opportunities for the program
