Director, Customer Care Resume Samples

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AS
A Schultz
Arvel
Schultz
496 Schuster Tunnel
New York
NY
+1 (555) 250 4243
496 Schuster Tunnel
New York
NY
Phone
p +1 (555) 250 4243
Experience Experience
New York, NY
Director, Customer Care
New York, NY
Carter, Beatty and Trantow
New York, NY
Director, Customer Care
  • Oversee staff management – develop/implement staffing plans to ensure service goals are met. Ensure compliance with established policies and procedures
  • Tracks and provides executive leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance
  • Tracks and provides executive leadership with detailed information on Key Performance Indicators \(KPIs\) of customer care and service performance
  • Review surveys, and in particular establish process for investigating negative feedback, which can be used in turn to improve process
  • Provide regular reports to R&D Management around operations of the service desk and customer satisfaction of the team
  • Represent and drive voice of the customer to make our company better
  • Establishes escalation procedures to ensure timely and accurate resolution of customer issues
Los Angeles, CA
Director, Customer Care-rotational Program
Los Angeles, CA
Hintz LLC
Los Angeles, CA
Director, Customer Care-rotational Program
  • Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
  • Develops service policies, programs, and systems to support strategic direction
  • Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
  • Monitors the expense process; establishes budgets and constraints to assure expense goals are met
  • Tracks, analyzes, and reports performance data on key departmental initiatives
  • Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
  • Business acumen and global mindset
present
Chicago, IL
Senior Director, Customer Care
Chicago, IL
Armstrong and Sons
present
Chicago, IL
Senior Director, Customer Care
present
  • Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports
  • Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team
  • Communicates and works with the call center to communicate all efforts relating to products and customer relationship management
  • Leadership development of direct reports and Supervisors
  • Culture development for entire COE location
  • Leads all customer relationship management research
  • Productivity results; AHT, Close Rates, Bundle Rates and others
Education Education
Bachelor’s Degree in Related Discipline
Bachelor’s Degree in Related Discipline
Portland State University
Bachelor’s Degree in Related Discipline
Skills Skills
  • Strong process leader—ability to identify and influence process improvements
  • Change leader – ability to create and deploy strategic and tactical plans; ability to translate organizational strategy into action
  • Strong advocacy skills
  • Provide Supervisory oversight of the complaint process
  • Lead; provide oversight and guidance to the FINRA, SEC, State Insurance and other Regulatory complaints
  • Lead; provide oversight and guidance to Trustee and EMT complaints
  • Lead the written complaint and law liaison teams that manage complex customer complaints and issues
  • Review and approve settlements and write-off’s for legal and complaint work
  • Manages relationships across the organization, and collaborates on issue resolutions with individual business areas
  • Oversees the following functions for the team. Manages performance by effectively communicating specific expectations and provides regular feedback on progress. Completes performance appraisals and develops performance improvement plans to address deficiencies. Recommends and makes available training and resources to accomplish objectives. Oversees this function for the team
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15 Director, Customer Care resume templates

1

Director, Customer Care Resume Examples & Samples

  • Responsible for day to day operations of the call center to include budget responsibilities
  • Oversee staff management – develop/implement staffing plans to ensure service goals are met. Ensure compliance with established policies and procedures
  • Evaluate, present, and drive improvement opportunities – increase overall productivity, and ensure team utilizes sales skills to effectively meet or exceed overall sales goals
  • Business Analysis – utilize reporting data to analyze effectiveness of tools, generate results and identify opportunities for improvement. Interfaces daily with other area leaders in Tech Ops, Marketing, Business Ops, etc
  • Telecommunications operations SME/Special Projects
  • Bachelor Degree or 10+ years of leadership call center experience required
2

Director, Customer Care, Brs Resume Examples & Samples

  • Take an active role in the deep diagnostics of existing processes, procedures and tools with key stakeholders in driving the Sales of RGU’s and RPU, as well as improving our Save rate
  • Develop common communications support across the entire function, in partnership with Marketing
  • Reporting directly to the Vice-President of Service (Bell Canada) & BRS Sales, this is a position for a leader who wants to make a difference and be part of transformational change
3

Director, Customer Care-rotational Program Resume Examples & Samples

  • Generally requires 7 years related experience
  • Demonstrated success at leading teams
  • Ability to quick understand complex business issues and make strategic decisions
4

Senior Director, Customer Care Resume Examples & Samples

  • Drives to achieve Division Sales results to meet or beat plan
  • Leadership development of direct reports and Supervisors
  • Culture development for entire COE location
  • Maintain budgeted P&L results and spending control
  • Productivity results; AHT, Close Rates, Bundle Rates and others
  • Employee satisfaction as measured by the annual Credo Speak Survey and other measures
  • Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports
  • Leads all customer relationship management research
  • Communicates and works with the call center to communicate all efforts relating to products and customer relationship management
5

Director, Customer Care Resume Examples & Samples

  • Leadership of our customer care function, supporting up to 500 work-from-home and in-office representatives delivering chat, phone, email and social media customer care
  • Manage all aspects of department operations, including service levels, staffing, training and development, quality and customer experience, forecasting, workforce planning, and overall efficiency for customer care
  • Partner cross-functionally to understand business needs and influence technology, process and policy changes in support of customer needs
  • Assess and enhance existing call quality program
  • Represent and drive voice of the customer to make our company better
  • Demonstrated strength in people and operational leadership
  • Infectious “consumer first” attitude
  • 5-7 years of experience in management of customer care functions with increasing responsibility
  • 7-10 years of professional experience with increasing involvement in operational functions
6

Director, Customer Care Experience Resume Examples & Samples

  • Strategy:Experienced leader in the Customer Care / Service space who has managed contact center programs and understands this area of business. Demonstrated ability to articulate business and customer needs in a rapidly changing environment and challenges the status quo to deliver transformative experiences and strategies. Successfully partners with other business leads in a matrixed environment to develop solutions that deliver exceptional customer experiences across all channels and customer touch-points with the ability to effectively communicate concepts to all levels. Ability to resolve complex and unique business challenges
  • Thought leadership:This individual will be a leader on the Customer Care team and will bring a deep understanding of the landscape, preferably with a focus on media industry. S/he has a pulse on best practices, stays abreast on new vendors and opportunities in the Care space and will adapt this knowledge to benefit the Times program
  • Customer Experience:Ensures overarching strategies are designed to align with our overall Customer Experience strategy and supports the needs of our customers and internal stakeholders
  • Business Case Development: Create solid and measurable business cases to support marketing needs. Leads large, complex long-term focused projects to achieve key business objectives by working across multiple segments & channels. Define and create segment-specific Care programs
  • KPI Development:Develop key performance indicators that measure the health of the business across both compliance and satisfaction metrics. Analyze and present weekly performance by segment, engagement, service levels and other key metrics. Drives continuous improvement and efficiencies beyond immediate scope of responsibility
  • Test and Learn:Partner with Care Operations to implement rigorous test and learn approaches to improve performance. Drive results through innovation and be fearless in experimentation and continuous improvements
  • Leadership:Manage direct reports and provide ongoing feedback and development coaching. Flourishes in a collaborative environment and builds strong working relationship with colleagues across the organization
  • Bachelor’s degree required.MBA preferred
  • 8 + years relevant work experience in Customer Care and experience working with Contact Center and or Customer Service organization required
  • Self-motivated, organized, strategic thinker and works independently
  • Superior communication, presentation, and facilitation skills
  • High energy and detail oriented
  • Ability to make an immediate impact in a fast-paced environment
  • Exceptional analytical and critical thinking skills
  • Demonstrate strong commitment and passion. Show prior success at managing teams in complex environments
  • Must demonstrate flexibility and collaborative work approach to solve problems and develop customer-specific solutions and influencing multiple internal and external stakeholders
  • Relentless desire for innovation balanced with the needs and customer expectations
7

Director, Customer Care-rotational Program Resume Examples & Samples

  • Geographic flexibility and must be open to relocation
  • While participating in the rotational program, must be open to up to 75% travel
  • Ability to quickly understand complex business issues and make strategic decisions
8

Director Customer Care Resume Examples & Samples

  • Proven knowledgeable experience in elevating the customer experience and clear understanding of how to proactively achieve key objective within the role
  • BS/BA Degree or equivalent
  • Minimum 10 years relevant work experience in an email and phone contact center environment
  • Proven results in developing and executing a corporate-level customer experience improvement strategy. Must have directly led and delivered measurable improvement programs over a multi-year period
  • Strong understanding of process improvement methodoliges and tools and the ability to apply and adapt them to different business situations especially the ability to work back from quantitative voice of the customer
  • Thorough understanding of change management principles
  • Demonstrate ability to communicate, present and influence credibly and effectively at all levels of the organization
  • Ability to prioritize, multi-task and perform effectively under pressure
  • Strategic thinking. Assume key responsibility for developing a plan that identifies key aspects of the customer experience
  • Customer focus. Listens to customer feedback and advocates for solutions that help customers achieve and exceed their goals and objectives
  • Change agent. Strong track record of successfully changing the culture and focus of an organization, including but not limited to customer and channel behavior
  • Driving results. Translates the vision/mission of the organization into actionable, quantitative plans. Conveys a sense of urgency and drives issues to closure. Holds people accountable for agreed to results. Identifies and keeps others focused others focused on the most important metrics that drive the business
  • Building teams. Strong supporter of working with peers and other company advocates insuring that buy in and change occurs. Values continuous improvement and sees training and education as a key component of employee development of success
9

Director, Customer Care Resume Examples & Samples

  • Provides leadership and direction for all Technical Support, RMA, Order Processing and Customer Service support staff, both locally and with remote teams, across multiple different product types including both hardware and software
  • Identifies strategic gaps to delivering on the mission of world-class customer experience, and develops strategic proposals on people, process, and technology investments and presents to regional functional leaders, including Sales, Marketing, Finance, Operations, and Human Resources
  • Proactively takes control and manages critical customer issues to resolution
  • Establishes escalation procedures to ensure timely and accurate resolution of issues
  • Tracks and provides executive leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance
  • Performs root-cause analysis on KPI underperformance. Develops and implements both short-term and long-term countermeasures, to improve performance both immediately and systematically for the future
  • Regularly evaluates talent, develops succession plans, and takes organizational actions to ensure the development of individual associates and external hiring of critical talent needs
  • Ensures that appropriate staffing models are developed and implemented to optimize service level across the organization with available resources
  • Evaluates and improves the effectiveness of Customer Care staff by establishing, monitoring, and establishing accountability to individual and group performance criteria
  • Establishes a continuous education program to identify and address both technical and soft skill training needs to ensure positive customer experience
  • Provides timely follow up to all communication and commitments
  • Works on issues of diverse scope requiring an evaluation of a variety of factors (i.e., business trends, team impact)
  • Frequently interacts with subordinates and/or peer group managers involving matters between departments or functional areas. Often leads a cooperative effort among members of a project team
  • Handles personnel actions including staffing, performance reviews, disciplinary actions, and coordination of training and development. Reinforces desired behaviors
  • Attend Dental Shows as needed to provide customer service support to the sales team
  • Up to 25% travel required, including regular travel to remote team locations
  • Communication— Must be able to effectively communicate in both written and verbal forms
  • Leadership – Must be able to inform, convince, and persuade others to action on key initiatives
  • Results orientation – Must deliver results and have a desire to win
  • Team/Customer Orientated – Must be willing and able to work closely with other departments, peers, etc
  • Detail Orientated—Must pay close attention to detail
  • Flexible/Creative—Must be able and willing to think outside of the box and demonstrate flexibility within the role
  • BA or BS Degree. MBA Preferred
  • Customer Service and/or Technical Support experience in contact center environments, preferably within the medical/dental industry (10+ years’ experience)
  • Demonstrated management experience (7+ years) in the areas of engagement, program management, budget management, staffing levels, and objective setting and staff performance evaluations
  • Proven ability to diffuse conflict and difficult situations
  • Demonstrated process development and implementation experience
  • Experience with customer focused performance metrics and continuous improvement
  • Experience with case management tools
  • Ability to learn and apply new skills quickly
  • Ability to adapt to a rapidly changing environment, and to work under pressure
  • Strong organizational, multi-tasking, time management skills
  • Strong analytical skills, reporting capabilities and ability to analyze information to help make sound business decisions
  • Expected to provide "hands-on" leadership, foster teamwork and collaboration, and drive employee engagement
  • Expertise with MS Office software
  • Understanding of Dental terms and technology preferred
10

Director, Customer Care Team Resume Examples & Samples

  • 8-10 years experience in call center management
  • Skilled in call center technology and applications
  • Strong vendor management experience
  • Strong process leader—ability to identify and influence process improvements
  • Strong advocacy skills
  • Change leader – ability to create and deploy strategic and tactical plans; ability to translate organizational strategy into action
11

Director, Customer Care Metrics Resume Examples & Samples

  • Drive the design, implementation and optimization of the Care metrics structure to align strategically with the business, establishing and maintaining a link between metrics performance and Care business performance. This includes converting Care to a P&L metrics structure to enable significant improvements in performance and Care contribution to TMUS
  • Oversee a cross-functional Metrics Team to determine optimal metrics and target levels for each line of business, such as level of performance needed to achieve Care financial and customer experience objectives
  • Manage the Metrics Program budget, including tracking program and individual metrics performance to determine effectiveness of program spend and return on investment, with the objective of driving the highest level of performance on budgeted spend
  • Collaborate with Metrics Team, call center directors and support teams, reporting, finance analytics team and HR
  • Experience with Customer Service in telecommunication or equivalent
  • Strong leadership skills, with the ability to conceive, communicate, and implement design concepts that improve the performance of the call centers
  • Deep financial understanding, be able to create and manage departmental budgets, prepare and adjudicate business cases
  • Visionary leadership – drives adoption of innovative approaches, focused on generating and implementing new possibilities to improve performance
  • Strong Collaborator – builds relationships of influence quickly and effectively, partners with peers and markets to create alignment and speed to implement
  • Significant experience leading high performing teams of metrics professionals
  • Bachelor’s degree required; Master preferred
  • Strong leadership skills and the ability to build a network across an organization that is experiencing rapid growth
  • Strategically-minded, contributing to the development of a coherent overarching strategic vision for the company
  • Strong business acumen and problem solving skills with the ability to turn findings into executable plans
  • Collaborative, yet influential; a strong negotiator who speaks with conviction while also willing to flex and compromise in order to create the best solution for the needs of the customer and the business
  • Organizationally savvy; utilizes partnerships across the organization and leverages knowledge of formal and informal decision-making processes to accomplish work objectives
  • Sets performance direction by translating broader business initiatives into clear team objectives and individual goals, aligning appropriately with other groups for efficient, coordinated action
  • Able to motivate and mobilize others; creating a cohesive and inspirational team environment
  • A hands-on leader; broadly shares responsibility and accountability of both routine and important tasks and decisions
  • Exceptional communication skills, both verbal and written, regardless of audience, medium, or forum
  • Ability to address and realize both long-term and short-term goals and objectives
  • Demonstrated ability to build trust and strong cross functional relationships across an organization to achieve common goals
  • Takes a constructive and proactive approach to problem solving
  • Professional with a high degree of integrity and honesty
  • Possesses a low ego; celebrates the success of others in the business; passionate for helping the customer do their job better
  • An inspirational leader and skilled team builder
  • A visionary who sees the “bigger picture”
  • Agile; thrives in a fast-paced, constantly shifting environment
12

Director, Customer Care Resume Examples & Samples

  • Four-year college degree in a technical discipline, engineering or applied mathematics preferred
  • Requires a minimum of10 years experience in a software support or software development or IT organization
  • Requires a minimum of 3 years software or support team management
  • LI-SN
13

Director, Customer Care Team Resume Examples & Samples

  • Lead the written complaint and law liaison teams that manage complex customer complaints and issues
  • Lead; provide oversight and guidance to the FINRA, SEC, State Insurance and other Regulatory complaints
  • Lead; provide oversight and guidance to Trustee and EMT complaints
  • Provide Supervisory oversight of the complaint process
  • Review and approve settlements and write-off’s for legal and complaint work
  • Manages relationships across the organization, and collaborates on issue resolutions with individual business areas
  • Oversees the following functions for the team. Manages performance by effectively communicating specific expectations and provides regular feedback on progress. Completes performance appraisals and develops performance improvement plans to address deficiencies. Recommends and makes available training and resources to accomplish objectives. Oversees this function for the team
  • Makes recommendations regarding salary, rewards/recognition, promotion, etc., for all direct reports and oversees this function for the team
  • Functions as the hiring manager when adding/replenishing talent. Interviews applicants and selects the appropriate skill set and talent for the open position. Oversees this function for the team
  • Reviews and approves budgets for the unit in relation to write-off’s, and ensures that they are aligned with business objectives and plans. Ensures expenditures are monitored
  • Champions a culture of compliance ensuring compliance with all regulatory and internal requirements
  • High School Diploma or GED. BA/BS or equivalent work experience
  • Series 6, 63, and 26 Required. May obtain the 26 within the first 90 days of employment
  • 3-5 years Financial Services experience
  • 3-5 years People Management experience
  • 3-5 years Coaching/Training/Facilitation experience
  • 3-5 years Call Center experience
14

Director, Customer Care Resume Examples & Samples

  • Provides leadership and direction for all Technical Support, Order Processing and Customer Service support staff, both locally and with remote teams, across multiple different product lines and brands, including both hardware and software
  • Establishes escalation procedures to ensure timely and accurate resolution of customer issues
  • Proactively takes control and manages highly escalated customer issues to resolution
  • Tracks and provides executive leadership with detailed information on Key Performance Indicators \(KPIs\) of customer care and service performance
  • Performs root-cause analysis on KPI underperformance. Develops and implements both short- term and long-term countermeasures, to improve performance both immediately and systematically for the future
  • Establishes onboarding training and continuous education programs address both technical and soft skill training needs to ensure positive customer experience
  • Attend Dental Shows, and visit customer and dealer locations as needed to gather customer
  • Experience insights
15

Director, Customer Care & Sales Resume Examples & Samples

  • Establish and implement the roadmap to transform the BRS Care team from one of Service Excellence to include Sales Superiority
  • Influence related strategies, service projects and cross-functional relationships that will optimize new business solutions and ensure the delivery of a positive customer and employee experience
  • Lead the transformation of the employee Engagement model - recruiting, hiring, training, support and success
  • Provide strategic leadership for the Call Centre organization in its entirety
  • A solution oriented leader who has an innate ability to source and analyze pertinent data to solve complex issues
  • Demonstrated experience in enhancing productivity and optimizing a sales force
  • Recognized leader with clear track record of using teamwork to create competitive advantage
  • Strong content development and delivery skills, demonstrated in wide variety of internal and external/customer settings
  • Advanced business analysis, communication and social skills
  • Ability to formulate, articulate, and implement broad strategic programs
  • Strategic thinker with ability to quickly identify and understand issues and opportunities in an environment that is highly dynamic and competitive
  • A proven leader who is committed to grow and develop high performance teams
  • 10+ years of General Management experience including leading teams in a 7x 24 operating environment
  • University degree in related discipline or 7+ years related experience
  • Bilingualism is required
  • Demonstrated experience dealing with large financial budgets
16

Director Customer Care Operations Resume Examples & Samples

  • Proven track record in managing and improving customer experience
  • Experience with Digital Care (Social, Community and Content) is a plus
  • Experience with participating in teams outside of care within a matrix-organization is a plus
  • Experience with developing, owning and adhering to budget targets is a must
  • Experience with outsourced contact centers is a must
  • Proven track record with developing and executing on (multi-year) strategic plans
  • Vast experience in a technology driven company/technical environment (start-up or Software Company) is preferred
17

Director Customer Care Center Resume Examples & Samples

  • Meet or exceed performance expectations in all operational areas to include call answer rate, call quality, alarm signal response time and accuracy, and budget performance
  • Lead ADT to establish customer care focused virtual call center environment
  • Achieve objective of exceeding customer expectations
  • Achieve objective of making ADT a positive work environment for all CMC team members
  • Motivate and assist team members in self development
  • Effectively manage CMC operations using total quality management
  • Plan and forecast accurately to ensure optimal staffing levels
  • Minimum of ten (10) to fifteen (15) years of previous related experience
  • Intermediate to advanced computer skills in a Windows/NT environment
18

Director, Customer Care Resume Examples & Samples

  • Primary implementer and leader for the AMRI Customer Care Department, with responsibility for leadership of the support team as well as creating collaborative relationships with other functional department heads. Overseeing activities, including daily order management and order entry, scheduled weekly supply updates, customer orders and order fulfillment reporting and ad hoc reporting; order issue resolution; reconciliation and root cause analysis of missed delivery dates
  • Develop and implement metrics and trend analysis to ensure Customer Care goals are achieved,
  • Ensuring change initiatives to support a sales and customer centric culture are implemented
  • Support and execute upon all corporate financial goals, including all activities at quarter and year end
  • Ensure Order Management compliance with respect to State Licensing / DEA Compliance, SOX, etc. Elevate any risks to upper level management and provide solutions to remedy
  • Liaise with Supply Chain and Inventory Management Team when required
  • Support Oracle and CRM implementation as an SME, including providing user requirements and system testing resources
  • Travel Requirement: As needed to AMRI sites and to Customers
  • Bachelor’s Degree or equivalent education and experience. Master’s degree (MBA) preferred
  • Minimum of 8 years pharmaceutical experience with working knowledge of generics, API’s and or Drug Product
  • Customer interaction; knowledge of compliance standards relative to DEA, SOX
  • Knowledge of key operational processes
  • Customer Service in a regulated manufacturing environment is preferred
  • Working knowledge of Order to Cash process
  • Proficiency in MS Office program (Excel, Word, and Power Point) required. CRM, Oracle and SAP experience preferred
  • Basic understanding of pharmaceutical manufacturing, CRO, CMO, CDMO operations
19

Director, Customer Care Resume Examples & Samples

  • Develops a culture in which employees serve, solve and sell in a way that supports Cox strategies and reinforces the Cox culture. Serves as a role model for the Customer Care team in all aspects of the business. Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion
  • Coaches and develops direct reports and sets direction to ensure all employees are coached, developed and motivated to achieve results
  • Analyzes the productivity of the Customer Care organization and recommends adjustments to staffing, performance targets and resources in order to maximize results
  • Conducts reviews of direct reports to ensure performance standards are met and, if not, takes immediate action to improve performance level
  • Hires managers, supervisors and individual contributors with the abilities required to lead the achievement of business goals and create a diverse workforce
  • Analyzes summaries of operating results and makes recommendations that influence the goals of the department, COE and enterprise
  • Directs the development and implementation of strategies to support high quality customer experiences, new product deployment and operational efficiency
  • Develops and implements annual operating plans to ensure that strategic initiatives are created to achieve the department’s budgeted revenue
  • Provides input and subject matter expertise in the annual budgeting process. Recommends plan adjustments and targets that will meet or exceed budgeted objectives
  • Champions company-wide initiatives and new product launches, and directs successful implementation in areas of responsibility
  • Develops programs, policies and resource plans in order to maximize the efficiency and productivity of the Customer Care organization
  • Participates in the talent review process to ensure necessary talent is in the pipeline
  • Prepares crisis management plans, serves a first responder, and manages during the crisis period
  • Directs the development of appropriate tracking metrics and monitors the performance of the department to ensure that department and center objectives and regulatory standards are met
  • Directs, reviews and manages progress toward a standardized customer experience and performance deliverables, makes necessary tradeoffs between local and enterprise performance in delivering results
  • Reviews and directs the development/revision of programs, policies, reports, invoices and payments as required
  • Manages departmental budgets and controls expenses while meeting or exceeding revenue and service objectives
  • Provides direction to ensure company policies and procedures are followed and necessary accounting procedures and internal controls are in place
  • May collaborate with peer-level leadership group within and across the enterprise center on special projects and initiatives and to ensure that strategies and processes are aligned to optimize opportunities
  • May collaborate with all critical boundary partners (Field, Network Operations, Technology, Marketing, etc.) to shape the customer experience
  • Oversees relationships with affiliates or other outside organizations
  • Communicates customer concerns, opportunities, implementations and related issues within the center, across COEs, and with Atlanta staffs
  • Leads Customer Care team meetings to communicate progress toward targets and changes in direction, products, policies, expectations, processes and standards
  • Creates and participates in opportunities to serve as a public representative and image builder of Cox in the local community in order to network and develop and maintain Cox’s presence; e.g., promotes and/or attends non-profit events, serves as a member of the Chamber of Commerce and other local councils
  • Remains current on technical information regarding Cox’s telephony, data and video products and offerings, Customer Premises Equipment (CPE), networking, as well as leadership skills through completion of required/recommended training program
  • 10 years of experience in Customer Service, Operations, Sales, Marketing or related fields achieving objectives
  • 5 years successful experience in management demonstrating progressive leadership responsibilities
  • 2 years work experience using Windows-based PCs, Microsoft Office
20

Director, Customer Care Center Resume Examples & Samples

  • Implement operational strategies, policies and procedures to ensure obtainment of identified performance standards (service level, productivity, quality)
  • Administers service level agreements within assigned operational companies (respond to customer calls, emails, letters)
  • Oversee vendor selection processes and contract management
  • Works closely with Managing Director Customer Experience and Business OfficeMD, Customer CareC to develop operational budget
  • Monitor and manage budget performance to meet goals; approve purchases and monitor expenditures
  • Implement tracking mechanism for work measurement, business analysis, and reporting
  • Implement plan for consistent communication for all customer care sites
  • Maintain regulatory relationships and compliance (intra-company and extra-company accountability)
  • Ensure apporiate work force planning to ensure staffing levels for top quartile customer service
  • BA/BS degree in business, economics, technology or similar fields, or equivalent work experience
  • 5-7 years customer care or operations experience with the utilities or similar industry
  • Previous management level success
  • Systems knowledge
  • Ability to perform gap analysis
  • Presentation skills
  • MS Word - intermediate proficiency
  • MS Excel - intermediate proficiency
  • MS Project - basic proficiency
21

Director, Customer Care-automatic Labs Resume Examples & Samples

  • Lead, develop and coach the Customer Care team, including but not limited to the following
  • Lead and manage a team of customer care specialists
  • Bachelor's degree and/or equivalent combination of education and experience
  • 8+ years of experience in consumer support and/or support operations, preferably in consumer technology companies
  • 4+ years of managerial experience
  • Tech-savvy: familiar with Google Docs, Slack, and other web-native tools; know your way around mobile apps and understand the world of mobile app development
  • Experience with online community and social media
  • Experience with customer support software such as Zendesk, Desk.com or Salesforce, preferably Zendesk
  • Excellent communicator with experience presenting to senior management
  • Results-driven: building reports and making data driven decisions is second nature
  • Employ a mentorship mentality to managing team members
  • Must have access to a vehicle so that you can test our products
  • Bonus if you're an IoT and/or car geek
  • Model accountability, creativity, resourcefulness and team building
  • Good public speaking and presentation skills
  • Ability to focus on meticulous attention to details; strong organization skills
  • Commitment to internal and external client and customer service principles
  • Able to take initiative and follow through on projects to completion
  • Spelling, grammar, proofreading and editing skills
  • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
  • Google Docs, Slack and other web native tools
  • Online community and social media
  • Customer support software such as Zendesk, Desk.com or Salesforce; Zendesk preferred