Director, Customer Service Resume Samples

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A Gutmann

Adriel

Gutmann

411 Cristobal Light

Chicago

+1 (555) 663 4095

411 Cristobal Light

Chicago

Phone

p +1 (555) 663 4095

Experience Experience

Philadelphia, PA

Director Customer Service

Philadelphia, PA

Schulist, Kassulke and Koepp

Philadelphia, PA

Director Customer Service

Ensure execution of customer care plan(s), manage project deployment and resourcing including monitoring of project delivery
Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting
Establish and nurture strong working relationships with advisors and wholesaling partners
Fulfill and support corporate, division, department strategic initiative by developing supporting initiatives for all associates and supervisory personnel
Ensure Customer Success – Unwavering commitment to making customers successful
Manages resources and costs of team to ensure ongoing operations of the department within established budget, productivity and efficiency standards
Drive changes necessary to improve the operating efficiency and organizational effectiveness of the Service Excellence team

Dallas, TX

Director, Customer Service

Dallas, TX

Weissnat-Beer

Dallas, TX

Director, Customer Service

Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
Coaches Customer Service Management team in providing professional development opportunities for team members to achieve high performance
Lead, manage, develop and motivate the Customer Service Managers and teams
Provide support for and identify opportunities to improve customer service performance through continuous process review and best practice evaluation
Developing and establishing procedures and policies governing customer interactions and the handling of customer feedback
Familiarity with Organizational Development techniques to improve group processes
Project management and change management

present

Boston, MA

Associate Director, Customer Service

Boston, MA

Barton-Spinka

present

Boston, MA

Associate Director, Customer Service

present

Mentor and develop managers at all stages of career and performance
Work to establish action plan to improve results
Analyze and understand Vital Signs Survey results. Communicate results to team members. Work to establish action plan to improve results. Support overall organization in Employee Engagement programs and communications
Regularly scheduled, weekly or bi-weekly coaching sessions with direct reports. Performance metrics & goals (aligned with MAP goals) are to be reviewed every time; with time set aside for incidental issues. Create a written record of discussions, and reduce ambiguity of ongoing expectations
Partner with Human Capital, Clients, Workforce Management, Operations, IT, Project Management and others to achieve expected results
Partner with peer managers to drive continuous improvement and share best practices in a complex matrix environment
Collaborate with senior management and peers to develop and support Organizational strategies, processes, and procedures

Education Education

Bachelor’s Degree in Business Administration

Tulane University

Bachelor’s Degree in Business Administration

Skills Skills

Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals
Strong knowledge of modern call center systems and ability to utilize them to their maximum potential
Strong quantitative skills. Comfortable with building and vetting complex financial, work force and operational models
Strong written and communication skills in order to communicate with all levels of management, customers, and clients/partners
Ability to move around the office
Ability to communicate effectively at all levels, including concise verbal and written executive-level communications
Ability to communicate verbally both in person and on the telephone
Able to travel frequently throughout Asia / Globe
Ability to remain calm under pressure
Solid understanding of managed care and its place in the health care industry

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Director, Customer Service Resume Examples & Samples

5-10 years Customer Service experience; Bachelor’s Degree
Strong written and communication skills in order to communicate with all levels of management, customers, and clients/partners
Familiar with customer service systems and tools; knows industry trends and best practices

Director, Customer Service Resume Examples & Samples

Focuses and is committed to leadership development and fostering a collaborative work environment
Ensures an on-going commitment to employee development and training needs
Builds and fosters an environment that is conducive to obtaining exceptional results
Oversees proper scheduling of service model to accommodate business needs & peak call volume
Manages offshore strategic vendor relationship and staffing needs
Develops and provides senior leadership with periodic reporting on emerging issues, opportunities, and outcomes affecting the Record keeping Services Organization
Champions and leads project that impact and influence customer service
Ensures continued focus on documenting internal policies and procedures
Handles long term planning and expense management initiatives
Partner closely with Product on process and regulatory policy reviews
Establishes strong partnerships with functional areas in Service Organization to ensure a positive customer experience is provided
Partner closely with Compliance to support internal and external audit reviews of current processes and policies
Represents the Record Keeping Services for select Finalist Meetings with our Distribution Partners
Partners with the Vice President and GI Service leadership team on strategic business development and key organizational issues that relate to and impact the department
Ensures timely investigation and completion of customers' concerns relating to multiple service functions including but not limited to claims handling and benefit maintenance
FINRA Series 6, 26, and State Insurance License preferred, not required. Must obtain licenses within 120 days of hire
7+ years Customer Service background specifically client facings and operations management experience
Understanding and knowledge of Group Life service administration is a plus
Leadership experience in the Group Insurance Industry a plus
Experience with Variable Products a plus
Strong technical background with a demonstrate ability to utilize technology to enhance efficiency
Demonstrated ability to formulate and execute business strategies to meet long-term / short-term goals
Demonstrated experience in quantifying results and improving capacity
Strong sense of urgency
Strong Talent Management focus with an emphasis on developing leadership bench strength
Must be able to motivate and energize staff
Must have proven track record for delivering excellent customer service
Superior leadership skills, innovation, vision and influencing
Excellent organizational as well as written and verbal communication skills with the ability to multi-task

Director, Customer Service Resume Examples & Samples

Organizes and inspires the customer service team to drive business results that deliver wholesale profit numbers
Leads organizational customer service development changing the wholesale sales call to a value proposition
Drives wholesale business to raise awareness on important wholesale issues and competitive marketplace issues
Develops, coaches, and mentors staff through determining winning behaviors and competencies to ensure cultural transformation
Builds consensus on priorities and coordination through executing plans that demonstrate results
10+ years’ experience in a retail/ wholesale customer support environment and 2 – 5 years managing a call center at the Director level or higher
Must be experienced in leading a large team through direct reports
Experience within large volume Wholesale Customer Service preferred- either within fashion or Consumer Packaged Goods
Bachelor’s Degree and/or equivalent combination of education and/or experience. MBA is a plus
Strong process creation and improvement experience
Ability to leverage internal resources and individual capabilities to build a positive work environment focused on teamwork
Ability to forecast, analyze and prepare statistical reports and metrics for turnover reductions, ROI measurement, customer satisfaction, productivity etc
Demonstrated PC skills, including Microsoft Word, Excel, PowerPoint at an intermediate level
Must be able to run and create standard reports and design ad hoc reports from a database system
Excellent communication skills, both verbal and written
Excellent interpersonal skills; ability to speak and communicate well with customers/staff

Director Customer Service Resume Examples & Samples

Develop and manage cost-effective, efficient, compliant, and accurate processing and/or service strategies and procedures, such as service call handling and escalations or transaction processing functions, to deliver a high-quality level of service for advisors and retail clients
Take primary responsibility for implementation of these strategies and process improvements among teams of on-site, virtual, and off-site vendor employees
Define and establish efficiency, accuracy, and service quality metrics for all employees and vendor contractor teams
Drive teams to meet or exceed these metrics, by effective communication of goals, monitoring progress, motivating performance, and managing expectations within all teams, as well as with internal partners
Establish and nurture strong working relationships with advisors and wholesaling partners
Provide effective leadership to direct reports incorporating performance management practices through individual performance plans, periodic reviews and feedback sessions, coaching and development, as well as oversee and advise direct reports on the performance management process for associate level employees within their group
Manage relationships with a variety of partners working on similar product lines or transactions, including both, on-site client service teams, product management and development, on-line service, or sales force groups, in addition to any offshore vendor contractors to effectively manage costs and ensure a seamless and cohesive client experience
Provide project management and subject matter expertise on large scale process improvements or other projects related to products and transactions handled by their teams. This would include project leadership where appropriate as well as managing the involvement of direct and indirect reports on project teams
Work directly with clients as necessary to resolve high urgency or highly complex service issues as necessary when escalated by leaders or coaches, including coordinating involvement of technology, sales force, or other service teams and internal partners in issue resolution and service recovery efforts
Consult with workforce planning and service forecasting team to provide high-level leadership of staffing plans and scheduling to ensure an appropriately-trained workforce is available to meet service volume expectations. Partner with other service teams to facilitate cross-functional resource sharing as necessary. Approve overrides, account changes, or other charges, credits, or service transactions when required by company or regulatory policy or procedure as necessary
Proven strong analytical, problem solving, decision making and communication skills
Able to negotiate and influence internally and with advisors
Demonstrated ability to manage multiple priorities and meet deadlines
Demonstrated strong interpersonal and leadership skills
Previous experience leading diverse teams required, preferably within a large-scale client-facing organization
Strong working knowledge of client service processes, policies, techniques, and regulations
Demonstrated ability to lead cross-functional process improvement teams
Previous Ameriprise or financial services industry experience
Leadership or Ameriprise-specific knowledge
Previous experience managing vendor relationships
Knowledge of Ameriprise client and advisor account servicing procedures and policies or financial services regulations and service
Insurance Industry course work such as LOMA, ALU, CLU, etc

E-director Customer Service Resume Examples & Samples

Substantial experience working in customer service/advocacy improvementprograms (mandatory)
Extensive leadership experience (mandatory)
Able to demonstrate successfully implementation of customer centricagenda (mandatory)
Demonstrate experience in leading customer service function in a serviceenvironment (preferable)
Experience managing Customer Contact outsource functions (preferable)

Director, Customer Service Resume Examples & Samples

Coaches, counsels, addresses conduct, behavior and performance issues with team
Manages on-site service, call center and logistics operations
Continuously audits and evaluates output with focus on safety, quality, service and efficiency
Represents the customer perspective and partners with managers to develop an aligning customer service strategy
Interfaces and collaborates with Product, Engineering, Sales and Support to address customer feedback and trends
Grows and maintains partnerships with offshore support, and tracks KPI metrics
Partners with Team Leads to identify and remove any barriers to team’s performance
Works closely with People Operations on any decisions/actions affecting employees
Supports and grows the company’s culture

Director, Customer Service Resume Examples & Samples

Manage a staff of subject matter experts who perform specific customer service related functions and who are responsible for ensuring standard customer service performance across Tribune Publishing
Consistently measure, report and respond to customer service related metrics to drive customer satisfaction, first call resolution, call quality, and customer retention
Work directly with Digital Strategy, Acquisition and Retention teams to support evolution of customer service from a print-centric customer base towards a more digitally focused environment
Identify further opportunities for customer self-service optimization throughout the customer contact pipeline by improving and encouraging automated processing of inquiries, requests and complaints
Optimize efficiency through ensuring standardization in customer service related functions across Tribune Publishing
Continually evaluate, alter and improve our customer service function to respond to changing needs of the organization, new products, new business units, individual initiatives and other activities that impact our consumers
Drive efficient utilization of our outsourced vendor to continuously improve our customer satisfaction, KPI’s and expense
Effectively manage a multi-million dollar contract with our outsourced vendor to maximize benefit and cost to the organization
Develop opportunities for further outsourcing of customer service related back office functions to provide low-cost-provider services to areas throughout Tribune Publishing
Work with all areas of Shared Services to develop and implement strategies to maximize the economies of scale/industrialization that exist
Lead customer service strategy and implementation of any new program or market implementations
Provide support for and identify opportunities to improve customer service performance through continuous process review and best practice evaluation
Successfully develop, manage and motivate a staff that spans across all publishing markets nationwide. Conduct semi-annual performance reviews of direct reports
Maintain knowledge of internal and external audit/compliance items and ensure all customer-related compliance
Provide a myriad of additional functions as necessary related to circulation, distribution, and marketing functionality including testing, training, documentation, and all other duties as assigned
Documents, optimizes and distributes Customer Service materials and standard operating procedures for use by internal and outsourced Customer Service personnel
BS / B.A degree in Business Management, Business Administration or a related discipline; Master’s Degree a plus
Minimum 7-10 years’ of progressive leadership experience that includes strong back ground in customer service, vendor management and project management across multiple operating entities
Ability to lead in a fast-paced, self-directed work environment
Must be an excellent written and oral communicator with strong organization skills
Must possess excellent customer service and management skills
Understanding of our customer life cycle, retention, incentives, service metrics, development of vendor relations and contract administration/negotiation
Knowledge of customer support systems, including but not limited to Circulation Databases (DSI) or CRM systems, Web Self Service platforms, IVR, telephony
Demonstrated ability to lead a team with varied experience levels and work across a wide geographic footprint in order to achieve goals, share best practices and drive standardization across the organization
Demonstrated ability to prioritize and manage a number of varied objectives
Must have impeccable integrity and work ethic; be self-motivated and take initiative
Requires travel, including international destinations
Directly manages a management team
Indirectly manages up to 300 employees (including vendor staff)
Manage direct budgets of $0.5-1.0 million expenses
Manage vendor expenses in excess of $4 million

Director, Customer Service Resume Examples & Samples

5 to 10 years Customer Service management and/or above desired
Ability to deal with people at all levels
Ability to prioritize work effectively and adjust quickly to changing needs
Financial acumen involving budgeting, forecasting and expense management
Self starter with the ability to manage independently
Excellent teamwork skills and interpersonal skills

Senior Director Customer Service Resume Examples & Samples

Establishes and directs service strategies that help achieve NAM business targets
Defines goals and initiatives for Department that align with corporate objectives
Drive strategic initiatives with CS Leadership team
Collaborate with key business partners (sales, SCM teams, Finance etc.) to prioritize issue resolution to ensure service goals are met, sales orders are delivered timely, and costs are minimized
Lead projects to review operational procedures and practices towards the goal of making continuous improvement. Manage on-going projects be defining timelines and milestones, writing project briefs and defining specifications as required
Act as primary contact for internal customers with regards to questions relating to Customer Service policies and procedures relating to order and account management
Oversee general order and account management in alignment with global sales policies and Internal Audit standards
Monitor supply chain chargebacks, drive solutions to reduce costs, and align with customers on their supply chain/order fulfillment needs
Manage within Departmental budget. Evaluate and prioritize staffing, travel, and supply needs
Develop Service plans to support individual Strategic and Priority accounts. Align with Sales Management on a regular basis in terms of their account priorities, issues, and business needs
Monitor system functionality as it relates to key order integration and management activities. Identify gaps and develop solutions
Determine performance standards for CS staff. Ensure targets are clearly communicated, documented and consistently applied within roles
Direct Department hiring activities. Evaluate staffing needs based on department workload, priorities, and future business forecasts/needs
Ensure a high level of employee engagement and satisfaction. Monitor employee morale and create an environment that encourages feedback and dialog. Conduct activities to foster employee engagement
Proficiency in core computer systems (SAP, Excel)
Accurate in processing transactional data
Strong written, verbal and professional communications
Flexible and readily adapts to change
Works independently and proactively manages work
Demonstrates a sense of urgency
Can differentiate between important vs routine issues/tasks
Analyze data , see trends, and initiate improvement actions
Challenge existing processes and develop unique solutions to problems
Ability to articulate complex ideas
Filter noise on focus on critical tasks
Develop positive working relationships and influence others to obtain goals
4 year college or university degree with emphasis in the areas of business, logistics, supplies chain management or information systems. MBA a plus
Minimum of 10 years of industry related experience or equivalent combination of education and experience

Director Customer Service Resume Examples & Samples

Drive the hiring and management of staff, including temporary staff, to meet fluctuating customer demands and peak seasonal volume for Kidde and Edwards call centers
Lead and develop all customer service team members and be accountable for team performance, including meeting customer service level commitments
Help to drive the implementation of a new Customer Relationship Management system to maximize efficiencies between Customer Service, Sales and end customers. Utilize Avaya CMS, Case Ease, MS Office applications and other appropriate tools to ensure the highest levels of performance and quality that are consistent across functions. Continually evaluate and make recommendations for innovative technology solutions to improve service
Define, create and deliver a world-class order management process and customer service organization by leveraging synergies created by consolidating Customer Service organizations, driving operational excellence standards, and employing technology and web-based customer interfaces that improve the customer experience and internal efficiency
Define, create and deliver data analytics that will provide valuable analysis to inform internal decision making on staffing and productivity measures
Develop and manage call quality and work order accuracy programs and processes and develop call handling guidelines and scripting
Be responsible for handling customer escalations appropriately and in a timely manner
Conduct department meetings and skip level meetings, working on, root cause analysis to identify and resolve breakdowns in policies, procedures and processes impacting and/or compromising world-class customer service
Deploy the UTC operating system tool and methodology, known as Achieving Competitive Excellence (ACE), to drive operational efficiency and standardization across the department
Lead and communicate to direct reports and the department as a whole to drive employee engagement as part of team’s normal operating rhythms
Conduct periodic coaching (in accordance with established standards) and complete and review annual performance evaluations for all team members
Identify critical HR problems that require immediate corrective action with the assistance of the HR department
Be responsible to consistently apply employee Corrective Action/Performance Improvement Plans in accordance with company policy
Be responsible to manage department staffing and budget within defined guidelines, including driving department efficiency to mitigate the need for overtime
Identify opportunities for headcount productivity gains

Director, Customer Service Resume Examples & Samples

Accountable for driving best in class Customer Service whilst reducing customer effort
Responsibility for the Global Customer Operations expenses & revenue targets for the Expedia Asia & Air Asia Go Brands
Drive and own the offline satisfaction delivery model, continually driving CSAT, FCR and NPS
Work with GCO Product Team, Expedia Asia and AAGo Brand strategy leadership on the role customer operations and telesales strategies
Work with the Expedia Asia and AAGo Brand Regional Leadership to report on Global Customer Operations Performance & define opportunities for cost saving (profitability) and revenue enhancements
Defining the sales and service customer experience by customer segments
Defining and driving cost/call and cost/transaction targets, revenue targets and customer satisfaction targets
Ensuring Expedia Asia / AAGo agent needs are integrated into online and offline technology plans
Coordinating and enabling new projects and initiatives
Providing operations expertise for planning and new initiatives
You must be data driven
Customer Service/ Sales Management experience required at Senior Manager/Director level
B2C experience and internal stakeholder facing experience
Understanding of online retail, offline technologies and opportunities to enhance customer experience and revenues
GDS and Travel Retail knowledge preferred
A successful track record of executing on complex business projects, and leading cross-functional project teams
Ability to communicate effectively at all levels, including concise verbal and written executive-level communications
Strong quantitative skills. Comfortable with building and vetting complex financial, work force and operational models
Able to travel frequently throughout Asia / Globe

Director Customer Service Contact Centre Resume Examples & Samples

Contribute to the development of short and long-term strategies for the Specialized Service teams and manage execution of tactical plans to support the delivery of excellent customer service by
Creating and executing strategies to increase customer satisfaction and revenue growth, including best practices from other FIs, vendors and within the industry
Regularly communicating with the Centre leadership team and internal partners to identify opportunities and trends
Evaluating the potential people, operational and service impacts resulting from the introduction of new strategies, ensuring maximum efficiencies are achieved
Establishing targets related to people, operations and day-to-day delivery of excellent service and coaching direct reports towards goals
Overseeing assignment of direct reports and ensuring project work is completed on schedule and within budget in a fast-paced, 24/7 dynamic environment
Monitoring achievement of results against plan and directing long terms strategies and short term tactical responses to correct any negative trends
Acting as a change agent and lead stakeholder, overseeing the implementation of Contact Centre strategies
Achieving financial objectives and business plans, setting quantitative and qualitative targets, and maintaining a business profile within the organization
Fostering a collaborative environment between the Service and Sales teams to exceed established financial targets
Contribute to the optimal efficiency of the Contact Centre and ensure the day-to-day service provided by the Specialized Service teams is of consistently high quality by
Leading the ongoing financial, expense and complement management of the business. Effectively establishing and maintaining appropriate performance standards, work measurements, forecasting and control processes to ensure productive and cost efficient management of the unit and appropriate staffing levels are maintained
Ensuring productivity goals are attained while minimizing risk and loss for the Bank; ensuring the physical and logical security, confidentiality and continuity of services provided by the Centre adhere to established procedures for day to day operations as well as for business continuity in the event of a disaster or temporary loss of service
Defining the workload distribution across the teams and working with other leaders in the Contact Centre to ensure capacity and resources are maximized
Support in designing the organizational structure, number of staff and training requirements required to support the day-to-day and additional initiatives
Resolving customer and branch concerns quickly and professionally within Bank policy and guidelines and in accordance with legislative requirements including Compliance Regulations and Privacy Code legislation
Team Leadership to motivate and develop individual performance for Direct Reports and Centre performance by
Ensuring all direct reports have established annual objectives that are aligned with the business plans and responsibility for tracking individual performance against objectives. This also includes responsibility for coaching and holding reports accountable for undergoing the same process with their teams
Regularly scheduling one-on-one coaching with direct reports to recognize success, help overcome obstacles and set focus
Reviewing agent interactions with customers (e.g. reviewing recorded calls and side-by-side observational calls) and direct report interactions with their teams (i.e. participate in coaching session with a direct report and his/her report) to identify opportunities, systemic challenges/possible solutions
Rewarding success and managing non-performance of direct reports
Identifying and supporting training and development needs of direct reports
Coaching and managing direct reports to ensure they are applying the performance management process with their teams and employee development is a priority for all employees
Sharing knowledge, experience and responsibility with direct reports in a drive for the highest standards of professionalism, sales and service excellence
Fostering and developing a strong, positive team environment, driving employee empowerment, accountability and innovation and a high degree of engagement among direct and indirect reports
Driving the internal communication process by ensuring direct and indirect reports are aware of key projects, corporate goals and ongoing critical changes affecting customers
Contribute to the effective functioning of the Customer Contact Centres by
Develop and execute a meaningful employee development plan
Thorough understanding of the Contact Centre environment at Scotiabank and the Bank’s organizational structure
Thorough knowledge of the Bank’s products, policies and procedures, system capabilities and operations, and their relationship with the Bank
Excellent communication/interpersonal skills including presentation and facilitation
Excellent problem solving, negotiating, strategic influencing and relationship management skills are essential
Expert knowledge of sales and service management best practices
Highly skilled leader with extensive experience leading large teams
Thorough ability to organize and present a business case detailing operational requirements
Strong background with budgeting and managing business costs
Proven ability to think and act strategically, including experience in business line or corporate level strategy formulation
Strong customer service experience, including a high degree of judgment/organizational skills and initiative to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
Expert project management and planning experience

Director Customer Service Resume Examples & Samples

Bachelor’s degree with 8-10 years of related experience (technical/customer support leadership position) with a minimum of five years of call center leadership (including employee development/coaching) or Master’s degree with five or more years of related experience (technical/customer support leadership position) with a minimum of three years of call center leadership (including employee development/coaching)
Working knowledge of call center and Enterprise Resource Planning (ERP)/Customer Relationship Management (CRM) systems
Deep understanding of call center and customer relationship systems technology and ability to evaluate and implement systems to improve both efficiencies and customer intimacy
Able to effectively communicate in writing and verbally with solid negotiation skills
Self-starter, highly motivated, metrics- and results-oriented, customer-focused
Strong data analysis ability and problem solving skills
Demonstrated ability to drive continuous improvement

Director Customer Service Resume Examples & Samples

5 -7 years’ experience in Sales
BS in Business/Marketing
Familiarity with government specifications and government contracts
Familiarity with military specifications and military contracts
Commercial Avionics experience required
Experience in managing a direct/indirect sales force
Travel (depending on need)
Be responsible for safety awareness in all jobs to help eliminate injuries to yourself and your team members
Learn and follow all safety requirements. Failure to do so will result in disciplinary action
Constantly check for safety hazards and ensure problems are rectified promptly
Actively participate in safety improvement activities
Report any unsafe practices by coworkers or contractors
Immediately report all injuries and other safety incidents
If you are injured return to work as soon as possible to appropriate duties

Associate Director, Customer Service Resume Examples & Samples

Act as Business Lead for all on-boarding initiatives, which includes supporting the OEP Hiring and Training Plan to meet Organizational KPIs
Direct staff of 300 to 500+ new hires across multiple sites (2 to 4 direct reports) to the achievement of operational performance goals
Communicate vision, expectations, goals, deadlines and motivate others through inspirational leadership
Deliver operational excellence, achieving customer satisfaction and quality results, and expense management
Maintain high levels of employee engagement and satisfaction
Identify process improvements and lead the execution of Operational initiatives in an effective, efficient, compliant and consistent manner
Partner with Finance on the monthly variance analysis, forecasting and budgeting activities
Establish a culture of accountability and consistently provide behavioral coaching to achieve expectations
Mentor and develop managers at all stages of career and performance
Foster an open and trusting work environment
Collaborate with senior management and peers to develop and support Organizational strategies, processes, and procedures
Lead by example modeling desired behaviors including personal integrity, diversity and inclusion, customer focus, financial discipline, teamwork, and accountability
Partner with peer managers to drive continuous improvement and share best practices in a complex matrix environment
Partner with Human Capital, Clients, Workforce Management, Operations, IT, Project Management and others to achieve expected results
Works closely with recruiting to fill open requisitions in timely fashion. Ensures Optum employment brand is exceptional by providing positive experience for all candidates
Regularly scheduled, weekly or bi-weekly coaching sessions with direct reports. Performance metrics & goals (aligned with MAP goals) are to be reviewed every time; with time set aside for incidental issues. Create a written record of discussions, and reduce ambiguity of ongoing expectations
Analyze and understand Vital Signs Survey results. Communicate results to team members. Work to establish action plan to improve results. Support overall organization in Employee Engagement programs and communications
Apply leadership and strategic thinking skills to drive organizational results and transformation initiatives targeting process efficiency and cost reduction
Demonstrate leadership competencies including critical thinking, team building, leadership development, innovation, and strong communication skills
Lead change management efforts
Lead with strong analytical skills and demonstrate ability to break down and solve complex business problems
5+ years’ experience in “Call Center” operations leadership role
Ability to travel between sites 15%
2+ years’ Experience in executing business transformation projects involving people, processes and technology

Associate Director, Customer Service Resume Examples & Samples

Act as Business Lead for all on - boarding initiatives, which includes supporting the OEP Hiring and Training Plan to meet Organizational KPIs
Works closely with recruiting to fill open requisitions in timely fashion
Ensures Optum employment brand is exceptional by providing positive experience for all candidates
Regularly scheduled, weekly or bi - weekly coaching sessions with direct reports
Performance metrics & goals (aligned with MAP goals) are to be reviewed every time; with time set aside for incidental issues
Create a written record of discussions, and reduce ambiguity of ongoing expectations
Analyze and understand Vital Signs Survey results
Communicate results to team members
Work to establish action plan to improve results
Support overall organization in Employee Engagement programs and communications
3+ years’ experience in “Call Center” operations leadership role

Director, Customer Service Resume Examples & Samples

Lead, manage, develop and motivate the Customer Service Managers and teams
Set and maintain superior standards for customer care, including the development of procedures that support the Company's growth and expansion
Develop and identify measurable customer excellence strategy initiatives and metrics that will continue to enhance Company market share through the improvement of customer satisfaction
Collaborate with Finance, Accounts Receivables, Credit Management, Operations, Distribution and IT departments to develop clear and actionable customer support strategies; build and support teamwork throughout the Department and Company overall
Monitors programs and procedures to ensure on-time delivery and customer satisfaction
Handle complex or escalated calls as well as major account customers' questions
Responsible for the overall direction, coordination, and evaluation of all customer service departments
Provide guidance of ERP system objectives and enhancements
Coaches Customer Service Management team in providing professional development opportunities for team members to achieve high performance
Interview, hire and train employees; plan, assign and direct work; appraise performance; reward employees; address complaints and resolve problems
Support Sarbanes Oxley (SOX) compliance
Execute applicable Quality System processes and monitor the accuracy of service provided
Communicate the importance of the Quality System to all employees and report on its effectiveness
Must be proficient in MS Office
Must have exceptional communication skills; both inter-personal and written
Must have strong analytical skills to analyze call center data and identify trends early
Must have a consistent record of accomplishing short and long term business objectives
Must have the ability to manage multiple projects
Must be willing to travel as required
Must be self-motivated and consistently demonstrate an ability to participate in a team environment in an effective and efficient manner
Must have experience with process improvement strategies and quality assurance implementation
Bachelor’s degree in Business Administration or equivalent work experience required
Minimum of 5 years experience in customer service management required
Previous experience in a Quality regulated environment preferred
Bilingual in Portuguese or Spanish preferred

Director, Customer Service Offices Resume Examples & Samples

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5-10 years of leading teams focused on customer service
3 years strategic leadership experience
5 years of operations experience
Able to travel the service area (overnight travel is expected), 50% travel expected
BA degree or at least 10 years of relevant work experience
Excellent business and people acumen
Strong soft skills: polite, compassionate, confident and ability to build trust with employees and customers
Motivational, good listening and strong problem-solving skills
Ability to produce creative ideas and solutions to resolve operational or employee related issues
Ability to supervise teams that are geographically dispersed
Experience with change management or process improvement initiatives and leading employees through change
Experience implementing process improvement and continuous improvement methodologies
Experience working with credit and finance functions
Ability to work under stringent deadlines and urgent situations
Understanding of IBEW clerical labor agreement
Previous experience or familiarity with cash management and controls
MBA or Masters degree in relevant discipline
Manage a $20 million budget annually
Ensure a robust employee and public safety program is in place
Provide leadership, strategic direction and guidance to Managers and Supervisors in line with the goals and objectives of Customer Services and Customer Care
Provide strategic direction and guidance in the area of cash management
Ensure all cash handling processes are in compliance and systematically adhered to by managers, supervisors and employees
Partner and actively engage with IBEW union leadership
Promote employee engagement at every level of operation
Stay current on risk and compliance practices
Actively participate in the implementation and sustainability of required management actions resulting from cash management audits
Coach and develop Managers and Supervisors
Partner with all lines of business to address customer and operational needs
Understand the business drivers in our communities
Support broader Customer Care initiatives
Resolve customer complaints that cannot be solved by the front line staff or supervisor

Director, Customer Service Deployment Resume Examples & Samples

Researches, designs, and develops corporate, division, and/or region level projects that deliver cost-effective services to support the Company's business objectives
Leads projects of major importance to overall business operations. Works with various senior managers and leaders to lay out project implementation guidelines and plan for manpower and/or other resource requirements
Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Bachelors Degree or Equivalent
Generally requires 10 plus years related experience
Strong program and project management experience needed

Director, Customer Service Resume Examples & Samples

Bachelor’s degree. Master’s degree preferred
Minimum of 5 years management experience in a 200+ seat call center in the financial and/or card services environment
Back office fraud/dispute expertise
Expertise in a fast paced inbound and outbound call center environment
Proven track record of developing and implementing successful business partnerships
Ability to work with a diverse group of leaders in a team environment
Ability to provide targeted communication, both verbal and written, with exceptional communication skills across a very diverse employee population
Self-motivated and detail oriented, entrepreneurial attitude and excellent work ethic
Project management and change management
Familiarity with Organizational Development techniques to improve group processes

Director, Customer Service Resume Examples & Samples

Provide leadership for managers and supervisors, as well as the 150+ customer service advocates in an inbound call center environment
Day to day oversight of 24/7 call center and daily metrics
Manage key performance indicators (KPI) for service metrics daily, weekly, monthly
Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals
Define, communicate, and implement a best in class customer service value model
Partner with other departments and management to accommodate timely and complete issue resolution
Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model
Engage in cross-functional tactical process design to support end-to-end issue resolution
Identify and resolve technical, operational and organizational issues
Market focus with ability to deliver internal capabilities that drive significant improvement in customer satisfaction
Ability to drive change and influence individuals at all levels in the organization
Ability to translate business strategies into clear objectives for the team
Excellent team leadership, project management and program management skills
Maintains positive, constructive working relationships internal customers
Demonstrates solid understanding of the organization's mission and strategy
Strong ability to articulate and manage an end-to-end business model
Interact / present to high touch clients
Transition business / migrate business into core OptumRx's processes
Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff
Work most often impacts a large business unit, or multiple markets / sites
Bachelor’s degree, preferably in business
5+ years of experience in a call center or production environment
5+ years of Management experience
Proficient in Microsoft Word, Excel, and PowerPoint
2+ year of experience in a client facing role
3+ years of Inbound Call Center experience

Director Customer Service Operations Resume Examples & Samples

A Bachelor’s degree with 4+ years of management, training experience with at least 2yrs designing and creating training programs/content, preferably in the retail service industry
3-5 years of experience in customer contact a strong plus
3-5 years of management and team leadership
Ability to work in a fast-paced, ever changing, innovative environment
Demonstrated skills in coaching, mentoring and training
Exceptional motivational and interpersonal skills
Detail-oriented and analytical
Excellent presentation and facilitation skills
Excellent written and oral communication skills (English)
Ability to effectively communicate with remote teams, vendors, business partners and senior leadership
High aptitude for new technical processes and computer programs
Proficient in MS Office – Outlook, Word, Excel, and Power Point
15-20% travel required

Senior Director, Customer Service Operations Resume Examples & Samples

Drive customer success, increased revenue attainment and reduced customer effort and attrition rates in the business
Lead a world-class customer services team responsible for customer success initiatives, Programs, Operations, and Customer Intelligence and Experience
Own the product relationships on behalf of the customer services team; driving product adoption in collaboration with product, marketing, sales, services, finance, product teams and the customer service field resources
Ensure the Customer Journeys is easy, requiring minimal effort on their part, and drives a valuable experience for our customers using best in class implementations of Illumina products
Deliver simple NPS surveys for our customers with clear action plans
Execute on business outcomes by driving the automation of the business value methodology, process and tracking capabilities
Grow the reach of responsiveness of customer service 24/7 through the establishment of Divisional Customer Success Shared Services Centers
Oversee the establishment of an Early Warning System (EWS) dashboard, process and functionality to ensure we have visibility into customer adoption and attrition metrics for all segments of our customer base
Oversee and streamline the localization process to increase the speed to market and harmonize global processes to drive operational efficiencies
Define and develop an operational cadence for the customer engagement & adoption function
Drive the development and management of a customer health index which incorporates customer maturity to identify future renewal opportunities

Director, Customer Service Resume Examples & Samples

Lead and inspire employees, gaining their commitment for the flawless execution of T-Mobile's and Customer Care's Mission, Vision Values and Initiatives. Interpret corporate strategy and translate/communicate goals to employees
Set goals and performance standards for a team of up to 15 direct reports including Sr. Manager, Team Managers, Facilities/Safety Manager, Workforce Manager, Implementation Manager, Training Manager and other Administrative Staff
Create and sustain a World Class Center by recruiting, hiring, training, developing and providing career paths for employees. Effectively deploy all center resources
Lead and model the correct behaviors and ask employees for feedback
Meet and exceed all of the evaluative and diagnostic measurements
Drive teams, processes, and systems that efficiently and consistently deliver a top-notch Care experience for the customer; meet and exceed Quality and Customer Satisfaction goals
Achieve and maintain a high level of knowledge of the competitive marketplace, and the changing wireless environment
Ensure that the tools and facility are maintained and upgraded to support optimal service performance
Advocate Customer, Employee and Owner philosophy across the organization
Protect market share and achieve customer retention objectives
Ensure customer inquiries are handled in an overall professional manner
Guide employees to ensure they are applying their knowledge and skills on the job, in the desired way, and achieving the desired results and level of productivity
Give timely, accurate and effective employee information and feedback
Effectively manage and meet all center forecasts and budgets
Strong background in call center operations
Proven track record of effectively leading large teams
Bachelor's degree is preferred
An inspirational leader, mentor, and coach
Highly customer focused; obsessed with the customer experience
Strategic thinker who is results focused
Strong relationship building skills and highly credible
Ability to create a dynamic, fun, rewarding and energized atmosphere, while still driving top notch performance
Excellent change management and change leadership skills; able to build consensus. High emotional intelligence
Thrives in a high pressure, fast-paced environment

Director, Customer Service Ops Resume Examples & Samples

Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
Tracks, analyzes, and reports performance data on key departmental initiatives
Monitors the expense process; establishes budgets and constraints to assure expense goals are met
Other duties and responsibilities as assigned

Director, Customer Service Deployment Resume Examples & Samples

Direct Liaison to new Comcast business product team for Care Operations execution
Work with senior managers and leaders to lay out project implementation guidelines and plan for manpower and/or other resource requirements
Provide customer service leadership with regard to all facets of operations analysis, and performance management
Direct and participate in planning activities related to the preparation of operating budgets and forecasts of operations
Track, analyze, and report performance data on key initiatives
Partner with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
Develop service policies, programs, and systems to support strategic direction
Monitor the expense process; establishes budgets and constraints to assure expense goals are met
Light to Moderate travel required

Director, Customer Service Resume Examples & Samples

Direct department and staff through effective planning, hiring, performance management, coaching and career development to meet goals and objectives
Assist in the formulation and development of strategies and oversee the planning and implementation of major projects, processes and technologies
Develop and implement performance standards for customer service function(s) and audit outcomes
Prepare annual budgets/forecasts for all areas of responsibility (or significantly assist in the process), analyze results, and ensure that all areas of responsibility meet budgeted expectations; identify and report significant variances to management as appropriate
Ensure compliance with applicable policies, procedures, processes, outcomes, contractual agreements and State and Federal regulations
Establish and implement best practices and standard operating procedures
Manage relationships with key vendors and/or internal and external constituencies in support of the Company’s strategic goals and objectives

Director, Customer Service Resume Examples & Samples

Directs long term and short term planning for the department including manpower, facility, training, and systems requirements
Develops and directs the implementation of strategies to substantially improve efficiencies and service provided while reducing costs
Directs the allocation of resources to ensure goals are met
Develops and directs the implementation of goals and performance standards for their function and its associates
Develops hiring and performance management strategies that enhance employee retention and morale
Works closely with the appropriate parties to implement state of the art initial training and quality assurance programs
Manages and develops direct reports who include other management or supervisory personnel and/or exempt individual contributors
Plans, conducts and directs work on complex projects/programs necessitating the origination and application of new and unique approaches
Sets operational priorities and manages resources to operational goals and budgets
Develops strategies and ensures maximum efficiencies in the utilization of human and financial resources
With approval of VP or Sr. Director establishes budget and monitors for adherence
Advises management in long-range planning for areas of specialization
Provides technical direction to functional managers, other directors and management
Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the VP, Operations
Bachelor's Degree in a related field or equivalent work experience is required
MBA or directly related or equivalent work experience is preferred
10+ years of experience in progressively responsible management is required
Strong experience in the areas of Customer Service and Call Center management at the leadership level is required
Understanding of the interrelationships between Call Center, Health Services, and Claims and their impact on the success of the health plan as a whole is required
Demonstrated interpersonal/verbal communication skills
Demonstrated analytical skills
Ability to lead/manage others
Demonstrated ability to deal with confidential information
Demonstrated written communication skills
Solid understanding of managed care and its place in the health care industry
Strong knowledge of modern call center systems and ability to utilize them to their maximum potential
Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals
Provide proactive approach and support to emerging business activities established to remain competitive in the marketplace
Ability to communicate verbally both in person and on the telephone
Ability to move around the office
Microsoft Outlook is required
Microsoft Word is required
Microsoft Excel is required
Microsoft PowerPoint is required
Knowledge of and/or ability to utilize COGNOS for budgetary decisions or review is required *LI-RG1

Director Customer Service Resume Examples & Samples

Accountable for overall operational performance and is accountable for all results at site and is expected to lead remediation when necessary
Understand and align with Medicare & Retirement Operations strategic vision and executional priorities. Collaborate with the Vice President, peers and business partners and drive at the site, contract and platform level
Proactively monitor operational performance. Initiate and drive appropriate change in processes, tools and capabilities that increase operational efficiency and effectiveness while concurrently improving the consumer experience and complying with regulatory requirements
Achieve key performance metrics, including consumer satisfaction, quality, compliance, employee engagement and financial objectives. Responsibilities include delivering operational performance consistent with contractual obligations and performance guarantees
Support Medicare & Retirement’s compelling customer service value model by driving consumer experience initiatives that integrate a consumer-focused service model
Communicates and reinforces a clear set of objectives and performance expectations ensuring linkage to UHC’s mission, strategy and business plans. Ensure that all changes are properly planned for and implemented without disrupting service
Enable site to meet and exceed performance objectives and provide differentiated customer service experience. Foster a climate for superior customer service. Responsible for customer satisfaction, administrative cost and quality management to ensure metrics and goals are met
Direct overall operations, determine performance objectives / metrics and define tools to measure progress and ensure consistent achievement of business objectives. Present timely, accurate and complete business plans, reports and presentations
Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the consumerism strategy
Lead and develop a high-performance, consumer-centric management team and workforce. Inspire and motivate employees to deliver compassionate, efficient and effective service. Foster a culture of accountability that emphasizes people and performance management, coaching and development, and employee engagement
Develop, motivate and retain employees and drive employee engagement and retention initiatives. Help to further strengthen and inspire high-performing business managers
Holds all leaders accountable to application and use of Our United Culture concepts and tools
10 years call center leadership experience
10 years of management experience and leading a staff
Demonstrated ability to provide strong, dynamic leadership that mentors, develops and guides leaders and individual contributors
A successful track record of developing and maintaining an effective organization of accountability including efficient staffing, workflow patterns, performance standards, delineation of duties and responsibilities in managing a large and geographically dispersed call center operation
Strong analytical skills with ability to drive transformational, consumer-centric change and manage long-term programs
Experience with strategic, consumer-centric initiative development and implementation, including operating policies and procedures, and work process improvements
Strong verbal, written, interpersonal and presentation skills required. The proven ability to collaborate and influence internal and external business partners is essential
A proven track of building and fostering relationships at all levels of the organization
Experience in budgeting/finance/cost accounting
Knowledge of Human Resource policies and procedures
Ability to travel as needed
Call center experience in health insurance industry or another highly regulated industry

Director Customer Service Contact Centre Resume Examples & Samples

Contribute to the development of short and long-term strategies for the Service team and manage execution of tactical plans to support the delivery of excellent customer service by
Establishing targets related to people, operations and day-to-day delivery of excellent service strategies and coaching direct reports towards goals
Contribute to the optimal efficiency of the Contact Centre and ensure the day-to-day service provided by the Service teams is of consistently high quality by
Fostering and developing a strong, positive team environment, driving employee empowerment, innovation and a high degree of engagement among direct and indirect reports
Thorough knowledge of the Bank’s product, policies and procedures, system capabilities and operations, and their relationship with the Bank

Director Customer Service Field & Fashion Resume Examples & Samples

Accountable for a timely, correct and compliant execution of all related commercial business transactions within own area of responsibility ensuring a reliable and professional service level through disciplinary and functional leadership of the department. This includes:Fill vacant positions in alignment with the Vice President Customer Service
O Promote a high-performance culture by communicating clear expectations and setting individual targets
Confident leadership with cooperative management style and strong social competencies
Autonomous and independent style of working, organisational talent
Strong communication skills and self-assured manner
High level of stress tolerance, solution-oriented and able to quickly gain knowledge
Ability to recognise trends and their development and to create and implement the respective strategies
Process-oriented and analytical mindset and in-depth understanding of complex relationships
Experience in working together with cross-functional and international teams
Strong conflict management capabilities and communication skills
Highly customer-oriented and cost-oriented approach
High software application affinity and above-average user skills in MS Office, SAP/CRM and Business Objects
Business-fluent in German and English (written and spoken)
Basic knowledge of French a plus
University degree in Business Administration
Minimum of 7 years' professional experience in sales (customer service or sales-focused project management), commerce or supply chain management, ideally in the sports, fashion or consumer goods industry
Minimum of 3 years' relevant experience in leading larger teams (> 15 employees)

Director, Customer Service Resume Examples & Samples

Manages and coordinates field operations for all Customer Service functions including both regional and functional quarterly goals and objectives. Maintains customer files and office records of all service activity. Secures and monitors local Service Contracts and initiates associated invoicing. Negotiates with EMC Sales and Customers to provide maximum revenue generation while strengthening relationships and customer loyalty. Valid driver''s license, reliable automobile, and pager required for required traveling
Manages direct reports. Conducts salary and performance reviews. Acts as a coach and mentor to employees in the Region. Forecasts personnel requirements through maintaining effective communication with Sales and Service organizations. Communicates and enforces all EMC policies and procedures. EMC Proven Professional Certification desired
Implements Customer Service policies and procedures and recommends revisions based on areas of expertise and local business needs. Works closely with Corporate Customer Service Technical Support Staff, Logistics and Finance organizations to improve overall operational effectiveness, Regional reporting capabilities and field customer support capabilities
Ensures continued high levels of customer satisfaction through both direct and indirect contact. Maintains close customer contact during problem situations. Monitors operational costs in assigned area to ensure compliance to management guidelines. Ensures financial objectives are met through review and analysis of available financial reports. Develops regional operating and capital budgets
Utilizes strong negotiation and influencing skills to effectively manage relationships and coordinate responsibilities with EMC Sales and Professional Services, EMC competitors and other vendors with product in the customer''s data storage and management environment. Accountable for all administrative functions in the regional and district service offices within span of control. Manages control and care of company assets. Ensures expedient preparation and processing of all contract, service and personnel documents. Performs efficient spare parts management in area of control
Directs the efforts of employees engaged in post-sales activities, installation, repair, modification and preventive maintenance of equipment. Maintains management awareness of problems and situations. Secures and allocates technical support as needed to minimize product downtime. Assists EMC Sales organization when presenting to potential customers. Resolves account management problems. Provides Strategic Account interface as assigned
Directly supervises and manages a diverse and varied group of Managers and Technical Professionals including: 5 ? 10 Field Service Managers, Service Account Managers, Open Systems and Mainframe Hardware Customer Engineers, Software Customer Engineers, Configuration Specialists, Network Specialists and Post-Sales Support Engineers. Supervises multiple Regional Administrative Support Staff members

Director Customer Service Resume Examples & Samples

Maintains effective, productive and professional working relationship with internal teams and external customers and third party vendors
Proactively reviews and interprets performance against customer service standards; provides information and reports to subordinates on interpretation of results and approves changes in plans; presents reports on team and performance, and other related matters and/or participates in key management activities and committees
Actively participate in the design and implementation for improved process and operational policies for Customer Service working with related teams and core process leads
Directs teams’ workflow and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction
Develops plans for monitoring department performance. Identifies deficiencies, develops solutions, and implements action steps to resolve problems and ensure customer satisfaction. Reviews processes and procedures and initiates activities to streamline process flow and enhance service turnaround time, productivity and quality
Identifies, documents and supports the maintenance of best practices and “lessons learned”, including metrics for assessing progress. Actively participates in the creation and maintenance of internal communication programs and processes to ensure awareness of compliance issues and federal, state and local regulatory activities that affect Customer Service management
Identifies systematic problems and implements appropriate training to develop corrective actions and/or systems or process changes that will resolve problems and improve operations
Provides information and insight into the staffing, financial, statistical and productivity reports for management reporting (KPIs). Prepares information to explain or resolve discrepancies and issues of customer dissatisfaction
Lead in developing mission and vision for the department
Be the service leader and customer advocate for Mohawk Industries Customer Service
Oversight and management of all Customer Service functions for Core Commercial, International and Hospitality; potentially residential and other areas that may be added
Drives automation (MohawkNet, Mohawk XChange, and EDI. B2B, etc. and process changes to reduce expenses and improve productivity
Or 10+ years of progressively responsible work for specific experience and/or any combination of education and training which provides the required knowledge, skills and abilities to perform the essential functions of the job, combined with demonstrated professional growth and achievement
A minimum of 5+ years of supervisory/management experience in a business environment of comparable size and scope
Sales background or field customer travel highly preferred
Experience in expense control to plan; able to implement and maximize expenditure of funds while maintaining and improving quality standards
Experience in electronic data Interchange (EDI) in a customer service environment preferred or other electronic customer support systems
Must be able to analyze and make a decision quickly
Multiple brands, divisions, expectations
People, processes and protocol
Solution based execution/approach with customers and sales

Director Customer Service Based Resume Examples & Samples

An exceptional degree of ingenuity, creativity, and resourcefulness
Analyzes and resolves complex cross-functional issues and escalations with a sense of urgency
Record of developing others; ability to identify and leverage talent strengths and close talent gaps
Proficient in networking and building effective relationships at all levels, within and outside of the organization
BS/BA in related discipline and 10+ years experience in related field
Professional certification required in some areas
10+ years leading an organization of 200+ employees and managing direct reports

Senior Director Customer Service Center Resume Examples & Samples

Develop strategic sales, service and financial plans goals and budgets for Customer Service Centers
Direct all operational processes including developing/implementing new routines with regards to sales, cash and equipment controls, customer experience, security, and employee engagement
Provide strategic/consultative guidance and support to Divisional, Regional, and Market area Customer Service Center teams to maximize sales effectiveness
Liaison cross-functionally with leadership teams in other groups within the Region, Division and Corporate to identify and implement initiatives and/or best practice programs
Direct recruitment, training, and development of employees with regards to sales, products, processes and customer service
Review, analyze, audit, and develop customer and financial reports including sales, inventory, production, payroll, VOC, and CSC ROI vs. budget
Work in a fast paced environment and effectively develop cross-functional partnerships
Regular, consistent and punctual attendance. Must be able to work nights, weekends, holidays, and variable schedule(s) as required in a retail environment

Director Customer Service & Contact Center Operations Resume Examples & Samples

Successfully transitioning to our new TRICARE East contract which is approximately double the size of our current contract by 10/1/2017
Reducing inbound call volume through root cause elimination, proactive outreach to members during their treatment journey, more effective leveraging of digital capability, and other means
Developing an outsourcing strategy, where it makes sense
Driving increased member self-service via innovative solutions that include optimization of digital technologies and capabilities
Increasing member satisfaction by implementing programs to meet the consumer where they are, simplifying products and processes, and assisting members in achieving their health goals
Evaluating and addressing existing processes, organizational structure, and operations to achieve significant and ongoing cost reductions
Ability to execute with alacrity and timeliness
Strong collaborator; effectively connects initiatives across departments
Entrepreneurial spirit; strives in environment where initiative & original thinking are rewarded
Demonstrated experience in the tenants of values-based leadership
Fosters a culture of innovation and curiosity
Genuinely cares about people and their success
Believes in participative management, transparency, trust and empowerment
Self-directed/motivated
Flexible and adaptable
Enthusiastic, energetic
Strong work ethic; low ego/status needs
At least ten (10) years of business leadership experience with five (5) or more years in a call center/operations/logistics leadership role in a large corporation (preferably Fortune 250)
Proven expertise in running and automating all aspects of a large service-focused operation over multiple and geographically dispersed sites
Experience in a company that has rethought and transformed consumer engagement/experience
A strong commitment to team and professional development, with demonstrated ability to hire, mentor, and develop future leadership talent
Experience with industry-leading customer relationship technology platforms
Excellent business and financial acumen
Proven ability to excel in a dynamic and growing environment
Excellent leadership abilities and management skills with a proven record of strategic-planning, functional transformation, innovation, and change management
Strong track record of driving operational improvements and cost reductions to support the business strategy, ideally having participated in one or more major organizational transformations
Superior written and verbal communications skills, as well as the polish, poise, and “executive presence” to be an effective representative of the business across the Humana organization and in the external marketplace
Bachelor’s degree (preferably in a business major) required

Director, Customer Service Resume Examples & Samples

The ability to effectively plan, develop and direct all aspects of a call center as normally obtained through at least seven to ten years experience in a high-volume call center environment (minimum 200 seats) at a manager level or greater, with a proven track record for service excellence, process improvements, integrity and ethics. Experience in the HR service, financial services or similar industries is preferred
An awareness of trends and the general direction entailed in the HR services industry and the ability to consider those present and future relationships to the organization are critical. A good understanding of WageWorks’ business operations, products, technologies, selling strategies and internal business processes is required to perform the essential functions as described
Incumbents must possess a strong process-orientation to build and maintain systemic and sustainable business and technical processes in support of customer requirements
Excellent negotiation, leadership, communication, presentation and interpersonal skills are required to perform the functions as described. Incumbents must have the ability to navigate political arenas with ease as well as persuade and negotiate with others while projecting a professional image
A strong attention to detail and the ability to remain highly organized, professional and focused is essential. Excellent planning, time management, decision-making and organizational skills are required. Incumbents must be able to employ good analytical skills to develop and implement actionable work plans to meet organizational needs
A demonstrated ability to resolve complex process/systems issues through the identification and analysis of problems from root cause to strategy development and execution is necessary. Incumbents must have the ability to implement and manage comprehensive policies, programs and initiatives as described
Good management skills are essential. The ability to foster cooperation with a wide variety of partners (internal and external) is required to perform the functions as described. A demonstrated ability to build strong relationships across functional areas is essential. Incumbents must also be able to work well in team environment and through others to accomplish common goals. The ability to work effectively with people of diverse backgrounds and at all organizational levels is also required

Director, Customer Service & Claims Ops Resume Examples & Samples

Directs and oversees the initial and ongoing evaluation of customer needs and establishment of processes and procedures related to daily Service Administration. Ensures overall customer satisfaction by supporting and/or promoting continuous improvement of account management, administrative processes, client set-up, ongoing administration, and customer services. This includes providing support to the sales team in client presentations, site visits, proposals and projects
Sets tactical and long-term goals for each team, aligning objectives with targets established by the division’s executive leadership team. Develops metrics related to key business drivers to measure performance and then monitors, assesses and evaluates performance. Takes action to change the course of direction, including recommending and/or approving changes in plans. Reports progress and performance to leadership as appropriate and provides feedback to team members on results
Regularly reviews the progress and quality level of service operations. Ensures that customer questions are addressed, decisions have been acted upon and problems have been resolved. Directs meetings where necessary to address escalated issues and resolve problems
Handles and oversees administrative matters concerning the service organization, including preparing and submitting the budget for approval. This position is also responsible for monitoring and controlling budget performance and taking action to implement cost saving strategies where available
Determines areas of cost reduction and program improvement where appropriate and modifies strategies, organization of resources and business plans where necessary. This position has full cost center accountability and specific responsibility for margin targets
Initiates and approves human resource planning, selection and resource allocation activities that support the customer service teams’ productivity and effectiveness. This includes ongoing responsibility for personnel actions, including hiring and scheduling employees; training and evaluating employees; coaching, counseling and managing performance; and making salary, merit or other pay increase recommendations. Makes recommendations and/or takes corrective action to manage performance as appropriate
Works cooperatively with other WageWorks departments to coordinate and integrate resources where appropriate to ensure orchestrated efforts are effective and reflect the Company’s strategy. Provides leadership by partnering with other Company leaders to establish efficiencies and continuity between call center functions and other organizational divisions
Advises Company executives, directors and managers to report on the service organization’s strategies, activities and results as well as providing guidance and sharing information as required by other organizational units to achieve their objectives
Maintains a level of currency in call center operations as well as the HR services industry by participating with and maintaining memberships with professional work groups; attending trainings, seminars, and other business-related conferences; and interfacing with peers

Director Customer Service Resume Examples & Samples

Bachelor’s degree in Business Administration or related field
Master’s degree preferred
Ten years of Customer Service experience
Five or more years’ experience in Customer Service management across multiple locations
PC literacy is required for ‘office’ and spreadsheet software
Knowledge of ERP order management SAP is a plus

Senior Director Customer Service Resume Examples & Samples

Develops and directs the implementation of strategies to substantially improve efficiencies, deliver process improvement and invoke quality service while reducing costs
Establishes business or function goals, performance standards, operational priorities and manages allocation utilization of resources to achieve operational goals and budget
Improves upon controls on the end to end customer service process
Provides a proactive approach to margining business activities established to remain competitive in the marketplace
Directs the business or function on state of the art training programs, performance standards and compliant quality assurance programs
Manages and develops direct reports who include managers or supervisory personnel and/or exempt individual contributors
Leads, plans and conducts work on complex projects/programs necessitating the origination and application of new and unique approaches
Monitors budget adherence for cost centers within his/her span of control
Creates a motivated customer-service driven environment
Works with the VP and other senior leaders to manage long-range planning and interactions between functional areas toward reaching company goals
Directs, develops and implements appropriate changes in area(s) policy and procedures under the guidance of the VP
Required A Bachelor's Degree in a related field or equivalent directly related experience
Preferred Other MBA or equivalent
Required 12+ years of experience in progressively responsible management
Required Other Strong experience in the areas of customer service and Call Center management at the senior level, and a deep understanding of the interrelationships between Call Center, Health Services, and Claims and their impact on the success of the health plan as a whole
Advanced Demonstrated analytical skills
Advanced Demonstrated interpersonal/verbal communication skills
Intermediate Demonstrated leadership skills
Intermediate Ability to effectively present information and respond to questions from families, members, and providers
Intermediate Other Solid understanding of managed care and its place in the health care industry
Advanced Other Strong understanding of the various cross-functional business processes within a health plan, and how they work together to produce desirable results for the plan as a whole
Advanced Other Strong knowledge of call center planning, modern systems and the ability to implement capacity plans which meet business goals
Required Intermediate Other Knowledge of and/or ability to utilize COGNOS for budgetary decisions or review
Required Intermediate Microsoft PowerPoint
Required Intermediate Microsoft Excel
Required Intermediate Microsoft Outlook

Director Customer Service Resume Examples & Samples

Ensure Customer Success – Unwavering commitment to making customers successful
Focus On Results – Relentless focus on delivering results through innovation and a bias for action
Strive For Excellence – Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability
Develops customer service procedures, policies, and performance standards aligned with the Company’s objectives and growth goals
Recruits, mentors, and develops customer service agents and nurtures an environment where every team member can excel as a problem solver and is empowered to own customer engagement and service
Develops programs that drive customer engagement and satisfaction
Oversees customer issues and ensures effective and long-term problem resolution
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; and managing system and process improvement and quality assurance programs
Directs and develops representatives; resolves conflicts; ensures work product consistently meets established standards; and takes required corrective/developmental action to remedy deficiencies
Drive changes necessary to improve the operating efficiency and organizational effectiveness of the Service Excellence team
Ensure all operating measures have a focus on customer first and measure the effectiveness of these programs through transactional surveys
Orchestrate continual improvement to the customer experience
Ensure execution of customer care plan(s), manage project deployment and resourcing including monitoring of project delivery
Influence other areas of the business that touch the customer by providing valuable insight and regular common reporting
Interact frequently with customers and proactively seek customer feedback and input
Achieve customer transactional satisfaction survey targets, pursue continuous improvements to relevant measures in the bi-annual pulse survey and take action in response to identified areas of improvement from the research
Manage the executive escalation process
Develop an exceptional team of leaders who can use data analytics along with strong collaborative skills to identify critical opportunities in operational units and develop practical processes to take advantage of those opportunities
Work closely with business unit leaders and cross functional teams throughout the company to implement long-term strategic initiatives
Accountable for the attainment of NPS, CSAT and other operational goals that align to the priorities of the business
Continually strives towards self-development to stay current on customer service, strategies and management procedures & practices
Performs their related duties as assigned
Bachelor’s Degree, preferably in business or related field, OR equivalent experience
7-10 years in Customer Service with technology or software
Intermediate to advanced skills in Microsoft Office Suite (specifically: Word, Excel, PowerPoint, Outlook)
Demonstrated ability to prioritize and manage multiple tasks
Is persistent in overcoming challenges to accomplish goals
Awareness of the larger business conditions that will impact day-to-day work
Ideal candidates would demonstrate an ability to making a difference daily, upholding commitments, being curious for knowledge, speaking up and sparking innovation
Ability to work constructively in a fast-paced, collaborative, matrixed team environment
Strong work ethic and passion for excellence
Director level or above in a Customer Support Center environment
Degrees in Business, Accounting or Finance, MIS, Information Technology
Knowledge of tax and accounting software
Knowledge of SAP or similar ERP systems
Knowledge of Salesforce.com
Knowledge of operations environment
Experience in project management

Director Customer Service Resume Examples & Samples

Understands and align with Medicare & Retirement Operations strategic vision and executional priorities. Collaborate with the vice president, peers and business partners and drive at the site, contract and platform level
Support M&R’s compelling customer service value model by driving consumer experience initiatives that integrate a consumer-focused service model
Build and foster relationships within a matrix organizational structure to proactively resolve issues, drive efficiencies and champion the consumerism+ strategy
Work with business managers on all Human Resources initiatives, including compensation planning, performance management, staffing and employee relations concerns / issues, employee recruitment, training, self-directed teaming and employee development
Flexibility to travel on occasion to support growth to new or existing business opportunities
10 years of increasingly responsible call center leadership experience, preferably in the health insurance industry or another highly regulated industry
Experience in budgeting / finance / cost accounting
Graduate Degree

Director, Customer Service Resume Examples & Samples

Lead the development and execution of the department strategy and annual operating plans
Partner with Legacy SJM Operations and Sales and Marketing managers in US and Canada to maintain consistent visibility with all product/business unit plans
BS degree in business (or equivalent) with a minimum of 10 years-related business and customer service experience
Demonstrated ability to manage people for improved performance
Cardiovascular product knowledge or a demonstrated ability to pick up technical products knowledge
Must project a professional image and have strong communication and leadership skills
Experience in leadership roles related to information services, customer administration, finance and/or training
Experience working in a broader enterprise/cross division business unit model preferred

Director Customer Service Resume Examples & Samples

5 plus years successful customer service experience including managing,
Strong service competencies
Builds talent pipeline
Influence
Delegation skills
Decision quality
Innovation management
Process Improvement (LEAN)

Director, Customer Service / Care Resume Examples & Samples

Manages the maximum utilization of the agent workforce to meet service level goals and budgeted objectives
Manages all aspects of relationships with outsourced vendors
Partners with Corporate Finance to ensure proper posting of departments financials including invoices, accruals, and re-classes. Researches discrepancies/variances and communicates results

Director Customer Service Resume Examples & Samples

Minimum of 15 years of broad business experience, 4 years at a director level Exposure to multiple industries including online and/or retail a plus
Ability to communicate the high level vision and strategy but still jump into the details and quickly bring issues to resolution
Exceptional technical, problem solving and communication skills
Self-driven and goal-oriented with strong time management skills
Relies on extensive experience and judgment to plan and accomplish goals
Successfully managed a large department budget with a deep understanding of forecasting and planning
Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast paced environment
Understands balance of quality and quantity
Experienced in a variety of the customer service concepts, practices, and procedures Advanced Business Degree preferred

Director Customer Service Resume Examples & Samples

Lead and engage Customer Service in an international environment,
Contribute to develop superior customer experience for our customers,
Ensure agreed customer service expectations are reached and maintained,
Facilitate effective cooperation and communication with customers, sales, logistics, market service & saw mill operations,
Coach, support and set clear targets for the CSC Managers and their teams,
Develop, standardize & implement best practices in customer service and order to cash administration, including e-business processes,
Contribute actively to the Market Service & Supply Chain Leadership team,
Manage performance of budget & targets
Is visible through engagement with team and stakeholders,
Can both support in day to day issues as well as having focus on the bigger picture,
Is able to motivate, inspire and engage others,
Builds trust and openness,
Communicates clear & easily,
Has a solid customer service attitude,
Is result oriented, and sets clear targets & deadlines for the team,
Able to set priorities and perform well under pressure,
Is a good team player in an international environment

Director Customer Service Resume Examples & Samples

Previous experience in customer service call center and/or sales, preferred
Proven 1-3 years management experience in health care environment. Hospice professional management experience will be accepted in lieu of external health care management experience
Develop customer service goals as relating to each program’s referral/admission goals. Construct strategies and plans, direct implementation and monitor and assess results as identified and coordinated with the local program management teams
Recruit Admission Coordinators and implement an orientation and training program to insure that knowledge, skill and performance standards are met of exceeded
Supervise the effectiveness of the Customer Service Supervisor(s) and Admission Coordinators to insure appropriate and timely access to VITAS care and services
Assure that the intake and admissions process is consistently implemented according to VITAS policy and that VITAS standards are met and exceeded
Ability to communicate effectively and sensitively with patients and families going through difficult situations and demonstrate these skills in such a way to inspire the department to reach higher standards
Respond to complaints and monitor trends in order to improve quality of call center services and maintain quality improvement documentation

Director, Customer Service Center Resume Examples & Samples

Assumes a strategic role in the overall management of customer service processes, quality, and performance
Ensures compliance and risk controls are in place in accordance with FINRA, SEC, and First Command rules and regulations. Collaborates regularly with Legal & Compliance Department, Transfer Agency, Advisor Operations, etc
Leads communication processes between CSC, HO leadership, field leadership, and business partners. Identifies specific service and communication needs and/or gaps and implements processes to address needs/gaps
Spearheads process improvement and business development initiatives consistent with department and company goals and strategies, leads change management process, and monitors effectiveness of initiatives
Facilitates improvements for complaint resolution
Interprets metrics, looks for trends, and provides conclusions and recommendations to executive leadership
Achieve the vision by leading personnel through the day-to-day issues focusing on resolution among all key stakeholders
Ensure that department meets standards for trade executions, speed of answer, call quality, first call resolution, and client satisfaction skills
Responsible for Manager development (hiring, training, coaching, mentoring, counseling, etc.)
Resolve complex client problems through research on AMS, mutual funds, and insurance related issues and negotiates with all business partners
Manages the forecasting, monitoring, and amending of the department’s $1.4M budget
Create and maintain a department culture of outstanding service, continuous improvement, and employee growth and development
Supervise Customer Service Center Managers to ensure adherence to established service protocols
In support of department vision, create performance metrics, migration path, and is accountable for sufficient pool of applicants for CSC
As part of the career progression initiative, select, hire, and train new members to the team
Establish timelines for licensing and holds staff to that schedule
Lead and facilitate creation of all training and assures appropriate and adequate education and training to ensure members are competent in their positions
Drive client satisfaction by managing multiple requests with department heads and field leaders to handle client requests as a critical function
Lead systematic process for CSC Reps to provide optimal coverage by utilizing work-force management software
Pro-active conservation of dollars tied to client problem resolution
Minimum of three years experience preferred in area of investments/insurance and/or 5 years of experience with First Command
The appropriate candidate should have a minimum of 3 years experience in the area of investments/insurance
Leadership experience in the financial services industry
Possess exceptional communication skills and be able to combine processes, customer desires, and sound judgment to produce optimum service levels to the customer
Able to lead people to effective mission accomplishment
Excels in change management
Have the ability to resolve complex problems and communicate the result to the field force, clients, field leadership, and all levels of First Command leadership
Must have functional knowledge of Microsoft Office and Outlook

Director, Customer Service Resume Examples & Samples

Experience in leadership roles related to information services, customer administration, finance and/or training -
Ability to work effectively within a team in a fast-paced changing environment
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
Strong organizational, planning, and follow-up skills and ability to hold others accountable
Ability to travel approximately 25%, including internationally

Director, Customer Service, Asia Pacific Resume Examples & Samples

To establish service excellence KPIs in DHL eCommerce and striving for excellent in customer satisfaction levels
Support DHL eCommerce Asia Pacific in achieving its 3 bottom lines (Provider of Choice, Employer of Choice, Investment of Choice), Four Focus Pillars and Living Responsibly goals through the use of First Choice tools and various quality programs
Drive initiatives that result in customer loyalty and revenue maximization alongside internal teams such as Sales, Key Account and Global eCommerce Customers Team
Create and lead on-going Asia Pacific initiatives that are aligned globally to optimize the customer experience, advocating on behalf of the customers to ensure consistent service quality, timely response to inquiries/issues and to drive a customer-centric culture
Align country business imperatives and strategic plans, ensuring them to be on par with DHL eCommerce's global / regional strategy
Responsible for implementing and tracking CS KPI's & tools to embed it into the way we work to deliver revenue maximization and customer satisfaction
Leverage technology to reduce customers' effort in doing business with us through enhanced APIs, intuitive shipping platform, Omni-channels to engage with our Customer Service Executives and driving self-service at customers' convenience.Using data analytics to enhance productivity and VOC to unravel process improvement opportunities.In addition, implementing Call/Case Quality Monitoring to improve service quality whilst decreasing cost or re-work
Strengthen relationships with relevant business partners and engage internal stakeholders to steer performance in results (balancing cost to serve and revenue growth)
Minimum 10 years of working experience in a service industry
5 years of Operations Management experience in a Customer Service / Contact Center environment
Experience in setting up and/or leading Asia Pacific Customer Service function preferred
1 to 2 years of experience in change management / operation excellence / performance transformation programs (e.g. ISO, NPA, Project Management, Six Sigma, etc.)
8 to 10 years of working experience in a large MNC environment managing customer service processes and resources
Proven experience in sales or marketing, customer relationship management, project management, and people management
Previous process improvement experience
Customer Orientation Focus
Proficient in English, spoken and written
Proficiency in Mandarin or multiple languages is an advantage
Degree or equivalent in business management
Computer literacy: PC software application skills (Word, Excel, Powerpoint), XML, Json, Salesforce.com, etc

Director, Customer Service Management Sales Resume Examples & Samples

Manage a team of highly motivated CSM sellers in the market. Continually driving metrics, messaging, coaching, and adapting to market conditions
Lead our CSM sales strategy in the area, directly engaging in competitive pursuits with responsibility for closing deals and exceeding quota
Build pipeline in both customers and prospects; leveraging inside sales team, marketing, partners and local sales account teams
Work closely with designated sales teams to ensure understanding of customer needs and drive quality interactions and sales outcomes; leveraging the Value Selling Process
Communicate competitive intelligence and activity to manager and BU to ensure we keep ahead of opportunities, obstacles and challenges
Support the regional ServiceNow partner channels to drive an effective customer experience
A strong understanding of CRM market and Customer Service related business processes
Proven management success – ideally building a team to go after new markets, new products, etc…
Willingness to do whatever it takes to win in the market against legacy competition
Ability to communicate complex issues in simple terms via written and oral media
Works well in a Team Environment; leveraging all the resources available with in ServiceNow and our partners

Director Customer Service Resume Examples & Samples

Bachelor’s degree in healthcare administration, or other related field, or equivalent experience is required
At least seven (7) years of progressively responsible and related experience
Three (3) years hospital patient accounting leadership at a managerial level within a large hospital or integrated healthcare delivery system
Two (2) years of call center experience is strongly preferred
Experience in executing change and results based upon data analytics developed by the incumbent
Demonstrated self-directed, results oriented and creative approach to problem solving

Director, Customer Service Resume Examples & Samples

6-10 years experience in related field, preferred
Provides leadership to managers and experienced professional staff may also manage front line supervisors
Manages an organizational budget
Develops and implements policies and procedures to achieve organizational goals
Assists in the development of functional strategy
Decisions have an extended impact on work processes, outcomes, and customers
Interacts with internal and/or external leaders, including senior management
Persuades others into agreement in sensitive situations while maintaining positive relationships

Director, Customer Service Resume Examples & Samples

Providing operational & strategic leadership to the Commercial & Government customer service teams to ensure National is successful in meeting customer expectations and company objectives
Directing and overseeing all aspects of National's customer service policies, budgets, objectives and initiatives to achieve best in class performance levels
Developing and establishing procedures and policies governing customer interactions and the handling of customer feedback
Actively participating in the development and implementation of our future 3-5 year strategic service plans
Leading and overseeing the investigation of key tools to improve our overall customer experience
Recruiting, hiring, coaching and developing our customer service leadership staff and team
Driving continuous improvement to successfully support our customer's needs and expectations
Bachelor's degree in business or related field preferred
10 + years of management experience required with experience in the area of customer service preferred
Experience in working on cross functional teams & multiple business areas
Project Management experience required

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