Manager, Customer Care Resume Samples

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A Carroll

Amiya

Carroll

13883 Freida Trail

Chicago

+1 (555) 694 7739

13883 Freida Trail

Chicago

Phone

p +1 (555) 694 7739

Experience Experience

Chicago, IL

Manager Customer Care

Chicago, IL

Thiel-Goodwin

Chicago, IL

Manager Customer Care

Updating Kronos time keeping system
Achieves and maintains a high level of proficiency in the systems and tools used to support our customer base
Provides input to Directors and Senior management on potential problem areas from the reviewing of reports
Daily review of management reports and performance tracking using scorecard methods
Manage assigned Inside Sales Team (Consultants and Specialists) to deliver budgeted sales plans through analyzing, coaching, teaching, and training
Provides input as well as communicates company strategy and motivates the CAE team toward achieving company vision
Shift work-including nights, weekends and holidays

Chicago, IL

Manager, Customer Care

Chicago, IL

Blick, Kuhn and Streich

Chicago, IL

Manager, Customer Care

Develop and implement processes and practices to ensure all representatives are coached, developed, recognized and motivated to achieve performance goals
Create weekly reporting and communicate metrics and results to team and manager specific to call center operations and performance
Assesses and analyzes team performance, identifies performance gaps and provides feedback and coaching
Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Assists senior management team in preparation of various reports, surveys, and responds to requests for information
Create and execute Retention sales and saves incentives
Provides guidance, leadership and motivation to promote maximum performance

present

Dallas, TX

Senior Manager, Customer Care

Dallas, TX

Bernhard-Wilderman

present

Dallas, TX

Senior Manager, Customer Care

present

Collaborate with Training and Quality teams on evaluating performance, coaching personnel, and identifying opportunities to increase customer satisfaction
Recruiting, managing and developing technical and non technical Rackers whilst maintaining the Rackspace culture
Responsible for planning, budgeting, managing expenses
Setting team targets whilst managing and monitoring performance accordingly
Autonomous and disciplined self-starter who can deliver solid results in a demanding and rapidly changing environment with minimal supervision
Increase productivity, improve data quality and integrity, and fully utilize analysis, forecasting and reporting capabilities
Coaching teams on how to apply industry best practices during customer consultations

Education Education

Bachelor’s Degree in Business

University of California, Los Angeles

Bachelor’s Degree in Business

Skills Skills

Strong ability to multitask with a high level of adaptability
Ability and desire to provide excellent customer-service to all customers
Detailed understanding of industry customer satisfaction policies and procedures
Demonstrated ability to drive customer loyalty and satisfaction
Identify opportunities to improve work procedures and day to day tasks in order to optimize call centre key performance metrics, satisfaction, and participate in the implementation and management of programs
Proven ability to develop and support a team of customer care representatives
5+ years of experience working in a multi-channel business operation including internet self-service, voice, chat, email and social media services for telesales and customer care
Ability to interact effectively with senior corporate management team members
Excellent writing and presentation skills on complex analytical topics the selection process will include a review of project and presentation samples
Excellent interpersonal skills with effective listening, comprehension (written and verbal)

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Temporary Manager, Customer Care Resume Examples & Samples

Experience in cable TV and/or TV programming or other subscription businesses
Strong Interpersonal Skills – communicating both within the organization and externally
Proactive planner
Ability to multi-task and prioritize while under pressure
Very detail orientated, deadline oriented and organized
Knowledge of the cable, satellite or telco industries or other subscription business
Knowledge of customer service, call center technology
Interest and passion for entertainment/TV

Senior Manager, Customer Care Resume Examples & Samples

Work with vendors to review customer service tickets in order to identify trends and issues, then collect and aggregate data and escalate issue in order to work collectively with necessary internal groups in order to seek the source of the issue for fast resolution and follow-up with customers
Develop and compile "run book" for vendor's use in trouble-shooting technical issues. Continually update with new knowledge-based articles that exist through the development of work-around solutions or resolved issues
Develop, revise/update, communicate and monitor the use of Standard Operating Procedures to ensure consistency, accuracy, and follow-through on all customer interactions making sure that nothing falls through the cracks
Work directly with internal contacts reviewing, consolidating, organizaing and seeking input when necessary to ensure accurate and up-to-date responses for each type of interaction from simple to challengin and across all Smithsonian Channel including knowledge based self-help articles on SNI web properties
Provide day-to-day coaching of customer service representatives in troubleshooting tickets and handle escalated customer service issues. Act as liaison between internal departments and third party customer service vendor to ensure the necessary tools and resources are available for quality customer service delivery
Provide daily updates on customer interactions, and suggestions for improving operational efficiencies and overall customer experience
Experience in Cable TV or TV Programming/Subscription based businesses
Ability to be a strategic thinker
Ability to lead programs from idea to production
Proficiency in team building, policy and procedure development and problem resolution
Outstanding presentation and communication skills
Knowledge of customer service, call center technology and related regulatory mandates
Excellent computer skills - Word, Excel, PowerPoint
Experience with CRM

Manager, Customer Care Resume Examples & Samples

Ensures the timely resolution of customer complaints, scheduling, and billing problems in accordance with company policies
Monitors customer service representatives' interaction as a tool to ensure the application of quality, customer care, sales skill usage, and to assess training needs
Report the activities of the team in an effective, accurate and timely manner. Utilize team-reporting data to analyze effectiveness, results and opportunities for improvement
Must have 4 to 6 years of leadership experience
Must be able to use analytical skills to complete database research, forecasting, trending, and analysis of business metrics
Must have strong organizational skills and time management skills
Must be capable of working flexible hours as required by the needs of the department

Senior Manager, Customer Care Resume Examples & Samples

Develop and implement innovative Care strategies, priorities, goals and processes that drive an amazing service experience for our customer
Ensure delivery of excellent customer service
Responsible for planning, budgeting, managing expenses
Lead the team (priorities, vision, culture) while identifying opportunities for continuous improvement
Monitors programs and procedures to ensure customer satisfaction
Maintains in-depth working knowledge of ModCloth systems and processes
Sets and measures performance standards to meet service goals of company; coaches Team to achieve high performance and structures the training agenda to meet their needs
Build, mentor, coach and develop a team to grow bench strength and next level readiness

Senior Manager, Customer Care Resume Examples & Samples

Lead and manage a team of Customer Care Managers within the Enterprise segment that includes all measures of customer growth, loyalty, profits and Racker engagement
Recruiting, managing and developing technical and non technical Rackers whilst maintaining the Rackspace culture
Coaching teams on how to apply industry best practices during customer consultations
Setting team targets whilst managing and monitoring performance accordingly
Building a scalable and efficient organizational model that adapts to our changing customer landscape and product portfolio
Reviewing service breakdowns to implement process improvement opportunities
Acting as an escalation point for customer and staff issues
Managing SLAs and implementing process change to underpin contractual SLAs
Be a collaborative partner with other departments in the UK and US to deploy and optimize new service solutions to achieve growth targets
Leading and driving key initiatives to improve the experience of both Racker and Clients
Recruitment for talent and succession planning throughout the department
Great understanding of the IT industry and various technologies
Deep understanding of Service Management best practices such as ITIL
Significant operational management experience within a mission critical environment
Proven management experience and ability to coach junior managers
Effective trouble shooting and analytical skills and ability to manage complex & technical projects
Effective cost centre management and budgetary control
Compelling business case formation and follow through
Strong negotiation skills with suppliers and customers
Ability to meet challenging targets within tight deadlines
Proven track record of change improvement meeting strategic objectives
A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
Ability to inspire and motivate others
Track record in delivering on a customer service model with exceptional results
Track record of high performance and achievement

Manager, Customer Care Resume Examples & Samples

Must have 6 plus years of customer service experience required
Must have prior experience supervising exempt employees required
Experience in reviewing analytical reports for forecasting, trending, and business metrics required
Must be proficient in Microsoft Word, Excel, and PowerPoint required

Manager, Customer Care Resume Examples & Samples

Demonstrated and proven analytical, organizational and planning skills combined with strategic thinking
Proven interpersonal and leadership skills with a passion for results
Capacity to make decisions and assume responsibility over projects
Adaptable and flexible to changing requirements
Ability to act as a catalyst for change and ensure continuous improvement
Strong written and spoken communication skills
Demonstrated proficiency with Word, PowerPoint and Advanced Excel
Bilingualism (French and English)
Knowledge of related processes: finance, accounts payable
Experience in a unionised environment
Knowledge of UT+, UDB, BSS, Alliance & SAP

Manager, Customer Care Resume Examples & Samples

Must have at least 10 years + of strategic and operational leadership experience in a customer service environment
Experience in delivering customer support through multiple contact channels, including e-mail, chat and phone is highly desirable
Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while controlling costs in a growth environment
A successful track record in achieving and exceeding customer service goals in a high growth business

Senior Manager Customer Care Operations International Banking Contact Ce Resume Examples & Samples

Lead the development of strategies and initiatives to improve sales management effectiveness and the customer experience by
Designing initiatives, processes and tactics to improve the customer experience, including the design of sales and service standards, staffing models, metrics and scorecard measures for increasing customer satisfaction and sales effectiveness
Coordinating closely with all relevant stakeholder groups to ensure needs of all channels are addressed
Ensuring implementation is effective through the identification of milestones, timing and resources required to complete the project
Ensuring committed enhancements/developments are delivered to satisfy all stakeholders business and operational needs
Conducting/coordinating informational sessions to communicate new sales and service processes
Evolving the coaching model for the sales and service team and developing coaching indicators, workshops and coaches guides to help identify trends, enhance coaching conversations and effectively manage changes in process that impacts service delivery quality
Creating tactics to improve Service Delivery results including
Design of tactics and effective instructional communication through mediums such as kick offs, skill building sessions, ready references, coach’s guides
Ensuring a customer centric approach is embedded in all material
Acting as subject matter expert and if required, assist with the development of content for required sales and service related training
Maintaining a thorough understanding of the opportunities to improve contact center operations, and conversely the barriers to a good delivering service that meets our business and customer targets in a consistent and reliable way. Works with appropriate stakeholders in developing implementation requirements and tactics to address those opportunities and barriers
Maintain an understanding of industry best practices around contact center operational excellence by
Ensuring research/tracking of competitor strategies/tactics is undertaken
Analyzing competitive trends and providing recommendations for improvements to strategies/tactics
Maintaining lines of communication with branch network about competitive trends that may require our contact centers to modify service delivery process
Advising relevant stakeholder groups on the impact of competitor service strategies/tactics on contact center operations and service delivery model
Works with change champions and provides process improvement support by helping to embed Lean and Six Sigma methodologies into all service delivery improvement efforts
Contribute to the development and maintenance of roles and responsibilities for sales and service positions within the contact center by
Coordinating, streamlining and rationalizing, as appropriate, the role and responsibilities of all contact center staff to effectively align to KPIs and the process their roles own / impact
Analyzing impact of organizational or external factors and recommend appropriate changes
Assist with the provision of requirements for role definitions, position descriptions and processes for contact center positions
Contribute to the steady-state improvement of operational efficiency by leading initiatives to optimize Contact Centre routines by
Reviewing processes and procedures to assess impact to the Service Delivery excellence, and ensure sales and service results are sustained
Making recommendations for process remediation to consistently and reliably sustain the desired customer, employee and business results
Engaging appropriate stakeholders to define requirements, develop implementation requirements and tactics to address opportunities and barriers to successful implementation
Designing materials to address gaps to operational efficiency. These materials support improved customer satisfaction and sales effectiveness in areas such as cross-sell ratio, unit and volume sales per sales agent per week, and in the effective referrals of customers to Wealth Management, Insurance, and Commercial Credit
Expert knowledge of Contact Centre standards, branch operations, retail environments, as well as CC systems, tools and reporting (i.e. CAT and SQM)
Working knowledge of the various delivery channels and international markets
Experience with process-mapping, workflow design
PM skills and familiar with Lean, Six Sigma methodologies
Excellent communications design and delivery capabilities
Strong co-ordination, strategic influencing and people management skills, to facilitate strong teamwork and co-ordinated execution of multiple deliverables
Excellent communication skills written and oral, Bilingual (Spanish / English) a strong asset
Strong knowledge of project planning and tracking techniques
Proficient PC skills, including word processing, PowerPoint, excel

Manager, Customer Care Resume Examples & Samples

Provides leadership required to drive excellence in technical support and customer service for Comcast HSI customers
Communicates and manages all performance objectives including technical support and customer service to ensure compliance with company philosophy and business goals
Assists supervisors to monitor employee performance and service to customers and provide appropriate feedback
Aptitude in maintaining and building collaborative partnerships with internal departments
Proven leadership ability in a customer service setting; ability to motivate, coach, mentor while building team rapport and loyalty
Excellent organizational and time management skills, with a proven ability to handle multiple projects under pressure with minimal supervision is essential
Facilitates positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
Manages call routing and scheduling to ensure required coverage
Provides input as well as communicates company strategy and motivates the CAE team toward achieving company vision
Hires, coaches, and evaluates CAE personnel and leadership based on performance standards

Manager, Customer Care Resume Examples & Samples

Promote a member first environment at all times
Drive teams to perform with high levels of employee engagement
Analyze individual and team metrics and other data points to determine areas of concern or opportunities for improvement within Member Care
Build and promotes an “outcomes driven” environment where teams are held accountable to those outcomes
Participates in staffing planning to ensure service quality standards (including timeliness, accuracy and responsiveness) are met by all individuals on the team
Design and implement ongoing planning and performance improvement activities, conduct performance and goal reviews, and develop career growth of individuals on the team by fostering continuous learning and development opportunities
Participate in employing new team members, conducting interviews, disciplinary discussions, recommending promotions and terminations
Coach and mentor supervisors and team members, clarify and communicate roles and expectations of team members
Assist in enhancing department vision and strategies to support Company goals
Ensure alignment on priorities and direction by partnering cross-functionally to identify (root cause analysis) and address business problems, processes or products that drive member dissatisfaction
Work to build and promote an effective team and environment which delivers best-in-class service to our members through phone, email and chat contacts
Other assigned duties
Provide exceptional customer Service through professionalism, ownership and initiative
Proven commitment to team through collaboration and positive, proactive communication
Demonstrated exceptional service through professionalism, ownership and initiative
Excellent verbal and written communication skills – ability to convey ideas, policies, and information to members using clear and concise language
Must be able to maintain a very high level of confidentiality and professionalism in working with both new and existing staff
3+ years’ experience in a Contact Center environment, with at least one year supervising a team of representatives
Schedule flexibility

Product Manager, Customer Care & Satisfaction Resume Examples & Samples

Develop and prioritize the roadmap for customer care tools and capabilities based on customer needs, operational impact and input from our customer care team
Identify and document (user flows, specs, wireframes) requirements for features and technical functionality to improve our self service help tools, our CRM platform and our overall customer care experience
Work with the customer care team to define, monitor and analyze key performance metrics for customer care and customer satisfaction, and use this data to identify high-impact opportunities, improve the customer care experience, reduce costs and build operational efficiencies
Work closely with design, engineering, QA and project management to manage the product development cycle — from product discovery to experimentation to implementation (including integration with 3rd party vendors when appropriate). This involves defining weekly sprints with project management and coordinating with internal partners and the contact center when launching new features and functionality
Be a champion for the customer experience, and particularly the needs of our customer care operations, across the organization. Meet regularly with stakeholders, communicate your team’s priorities and roadmap, solicit feedback and build consensus for key initiatives
Bachelor’s degree and at least 3 years of product management experience in digital media or technology. Experience with customer care operations or customer service technology and platforms (e.g., Sugar CRM) is required
Track record of synthesizing user data, performance metrics and customer research into actionable product development
Experience with agile software development methodology, and experience creating wireframes and mockups to help guide product discovery and development
Strong written and communication skills including the ability to communicate between technical and non-technical personnel and build consensus
Experience and passion for user centered design
Keen focus on solving big problems, but willingness to roll up sleeves for smaller issues to support team goals
Passion for The New York Times’s mission and commitment to be a part of our innovation and growth

Assistant Manager, Customer Care Program Resume Examples & Samples

Improve client response time and satisfaction
First point of escalation of all CCP team issues and inquiries
Ensure CCP agents understand program details
Increase efficiency, establish best practices and develop metrics
Develop and report on key performance indicators for managing customer service and client satisfaction
Provide guidance on customer service best practices from previous experience
Strong ability to learn and master customer service management tools and systems (On Contact CRM, WFM experience, etc.)
Predict and prepare for peak volume periods in order to eliminate perceived unavailable/downtime periods
Oversee management of program workloads across CCP team
Drive consistency in quality and performance
Share learnings and best practices with internal and third party call center teams
Oversee management of CCP agent assignments and consult with Manager, Customer Contact to make decisions on staffing and performance
Spearhead team environment and the importance of supporting other CSRs at all times
Inspire team leading by example in terms of behavior and knowledge, dynamism, professionalism and result focus
Identify trends in escalations, classify as controllable or non-controllable and surface to applicable internal teams for root cause and correction
Ensuring CCP team meets service levels and objectives and immediately surfaces when misses occur
Monitoring and analyzing performance, both on individual CCP agent and collective scale and comparing it to targets, other teams and benchmarking
Identify gaps and work with internal or third party team to design action plans accordingly, monitoring the level of the team regarding training and knowledge, and evaluating potential training needs
Driving action plans to success
Align with upper management on action plans and provide continuous visibility on performance
Participate at the direction of the Manager, Quality and training, in the monitoring of quality standards and their application by the CCP team
Promotes and builds adherence to the Customer Service strategy, both with top down and bottom up initiatives
Being fully aware of new products, new collections and brand initiatives
Communicating and collaborating with internal partners to implement new services or provide useful information
Involved in projects as needed to provide operational expertise
Contributing to the creation or change in procedures in order to improve the service to the Customer or reach the goals of the brand
Collecting feedback from the team and reporting insights or suggestions to the Manager, Customer Contact, Director, Customer Service and Executive Director, Customer Experience
Identifying and, if possible, implementing improvements in process, tools, organization, trainings, etc
Providing reports or alerts on CCP performance
Ensures appropriate CCP coverage for holidays and special events
Minimum of 5 years customer service experience; preferably within a retail or Ecommerce environment
Superior oral and written communications skills with ability to adapt to communication skills of clients
Proven ability to thrive in a goal-driven environment including achieving and exceeding operational and financial targets
Consistent service and Customer-oriented attitude with a genuine interest and knowledge of Toys R Us products/procedures/policies as well as Customer needs
Ability to conduct oneself appropriately in a corporate setting with polished and professional communication and behaviors
Exhibit a strong work ethic, leadership skills, high energy level, and detail/team oriented
Possess exemplary verbal and written communication skills
Ability to problem solve in a self-sufficient, resourceful manner resulting in creative solutions
Basic computer skills including Excel, Outlook and Internet required
Ability to take strong decision when required, in real time when needed

Manager, Customer Care Resume Examples & Samples

Responsible for driving Retention results for MH region CARE
Proven ability to coach and develop supervisors resulting in a highly effective team
Motivate and build excitement for all Retention CAEs and leaders in the call center environment
Create and execute Retention sales and saves incentives

Manager, Customer Care-speech Analytics Resume Examples & Samples

Manages Speech Analytics initiatives across Cox call center organizations: Customer Care, Collections, Retention, and Sales
Manages the Speech Analytics life cycle, prioritizing and directing research efforts and implementing process improvement initiatives across Cox call center programs
Responsible for the management of Speech Analytics vendor and tool development, and/or acquisition of related technology solutions
Conducts Root Cause Analysis to understand our business call drivers, as well as customer experience, with recommendations for improvement
Provides deeper quantitative & qualitative insights to customer and employee experiences and performance through analysis and reporting
Facilitates Speech Analytics project definition, plan development, and execution for Cox initiatives (e.g.: customer feedback, customer pain points, repeat caller analysis, transaction reduction, agent compliance, close rate improvement, competitive and new product analysis)
Communicates and coordinates with all call center organizations and other departments to ensure all parties are kept current on the progress. Escalates issues where appropriate
Creates, manages and distributes speech analytics project analysis implementation schedules, meeting agendas, minutes, action item lists, and status and exception report; ensures project documents are complete, current and stored appropriately
Participates in and directs Query Development and Analysis
Partners with call center Quality Assurance teams and QA vendors to leverage findings toward improving the Quality and Compliance programs. Provides linkages utilizing QA and CSAT data to provide insights into customer experience improvement
Reviews Speech Analytics project requests and coordinates schedules and related departmental activities
Consults with personnel in other information sections to coordinate activities
Assigns projects and directs activities
Anticipates industry future directions, provides leadership, vision, and direction for Speech Analytics systems to ensure support of company’s objectives and requirements
Interfaces across several channels, acting as a visionary, to proactively assist in defining application direction
Remains continuously aware of business, technical, architecture and infrastructure issues and acts as sounding board or consultant to aid in the development of creative solutions
Confers with and advises peers on administrative policies and procedures, technical problems, priorities and methods
May provide project coordination for management of single or multiple projects
Participates with other functional groups in Atlanta and the field offices to develop, manage, track, and analyze operational support structures, tools, methods and procedures, processes, to gain maximum effectiveness, efficiencies, and a quality customer experience
Drives the design and deployment of new business processes with organization structure and required solution configuration
Educates and negotiates with business leadership and management and with broader management/technologists to ensure successful development, deployment, and ROI on business solutions
Interfaces extensively with functional users to confirm the applicability of design alternatives, identifies and recommends cost effective options, and address user concerns
Interfaces as necessary with all critical integration points to insure that applications are integrating successfully and efficiently with all requested applications
Conducts necessary internal quality assurance, system testing, and load testing to ensure that the application is of high quality when released to users for the User Acceptance Testing phase of the project (manage all necessary migration of software code to/from the respective environments: development, quality assurance, training)
Works closely with end users and corporate sponsors during the User Acceptance Testing phase of the project to ensure that any and all necessary changes to the application can be accommodated to meet user requirements while also honoring timeline and budget restrictions
Provides detailed deployment documentation to the support group to insure preparedness to deploy new releases into the production environment within the SLA windows

Program Manager, Customer Care Resume Examples & Samples

Plan, Implement and drive the execution of service programs designed to increase productivity and meet strategic top line and gross margin goals
Establish, deploy, and execute, program metrics and tracking. Work closely with FP&A and operational teams to execute driving adoption and continuous improvements in rhythm and process compliance
Responsible for identifying, documenting and analyzing the current and desired state process flow charts of the business process and recommend any proper modifications to management in order to support process changes
Lead and influence cross-functionally to ensure the needs of all stakeholders are considered for optimal solution development to optimize the customer experience while ensuring financial goals are achieved
Influence key stakeholders throughout the organization to get buy in and provide resources in support of the strategic roadmap
Develop and implement productivity improvement strategies, programs & initiatives, with particular focus on using Lean Six Sigma methodology and business process re-engineering initiatives
Facilitate project teams to apply productivity tools effectively to eliminate wastage, reduce turnaround times and improve processes
Develop the communication and change management plan to ensure broad support and adoption of new tools and processes, including creation of end user training and documentation
Assist in the development of metrics and reporting tools in order to effectively measure the proficiency of the redesigned processes
Define the business rules of the desired enhancements and assist in creation and testing
Perform all other duties as required by management
Bachelor’s degree or equivalent experience required
5+ years of program/project management required
Superior analytical skills
PMI certification and Six Sigma certification strongly preferred
Demonstrated ability to influence without direct authority in a process improvement environment
Superior communication, follow up and time management skills
Excellent presentation skills
PC literate including software experience in MS Office Applications Software (Word, Excel, Power Point, Visio, Project, Access)

Manager Customer Care CA Resume Examples & Samples

1 – 3 years of experience in a leadership role and 5 or more years related customer service experience or any combination of education and experience, which would provide an equivalent background
Adaptability and flexibility
Accountability and execution oriented

Senior Manager, Customer Care Resume Examples & Samples

Manage contact centre operations efficiently and effectively in order to meet customer’s expectations proactively via phone, mail, fax, email, webchat or website whilst adhering to stipulated service level agreements
Deploy creative service recovery initiatives to restore confidence in the event of service failure at the customer care and trace management sections
Handle customers escalated calls
Devise implementation plans to encourage usage of Contact Centre tools / systems eg:Pegasus, ICON, and any other tools through education programmes and design performance metrics to measure the success of the deployment of the tools
Drive achievement of all KPI targets through effective management of the Customer Service function

Development Manager, Customer Care Resume Examples & Samples

Define technology vision and architecture for customer care technology
Manage a team of software engineers
Coach, mentor and develop engineers,
Coordinate with stakeholders, other business units and technology teams and manage expectations
Work closely with the business and end users to understand requirements
Design new solutions and features
Design and develop solutions in the open source SugarCRM framework
Performing Code reviews and ensuring high development standards
Continuously improve the development and delivery process
Working with and managing on and off shore consultants
Experience as a leader and manager
Object oriented software principles, design patterns and agile methodologies
3+ years web development experience with PHP, Java, Python, Javascript or similar
Strong relational database – MySQL, Oracle, Postgresql or similar
Experience in Unix environment and shell scripting
Experience developing and consuming RESTful API’s and Web services
Experience with AWS, GCP and Docker a plus

Manager, Customer Care Resume Examples & Samples

Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Implements company policy, procedures, standards, and goals
Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives
Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions
Detailed understanding of industry customer satisfaction policies and procedures
Demonstrated strength in developing a strong customer rapport and effectively diffusing customer escalations
Enthusiastic and creative leader with ability to inspire people
Demonstrated ability to drive customer loyalty and satisfaction
Demonstrated expertise to develop and present daily management reports
Proven ability to develop and support a team of customer care representatives
5+ years of experience working in a multi-channel business operation including internet self-service, voice, chat, email and social media services for telesales and customer care
Ability to interact effectively with senior corporate management team members
Assertive, hands-on management style individual must thrive in a hyper dynamic environment
Excellent writing and presentation skills on complex analytical topics the selection process will include a review of project and presentation samples

Team Manager Customer Care Resume Examples & Samples

Provide coaching, mentoring and performance feedback to team members as opportunities arise to improve handling of customer transactions, escalations, alarm handling, intercompany relations, or other situations as they develop
Verify payroll information
Provide every team member with weekly statistical reports to review opportunities for improvement and performance feedback. Provide every team member with comprehensive written qualitative monthly feedback to include attendance, quality audits, and analysis of productivity levels against goals. Provide corrective actions and performance reviews, as necessary
Supervise floor as appropriate by acting as a visible leader walking the entire Customer Monitoring Center floor and providing additional support to the Resource Desk as neede
Support the management of daily transaction time, answer rate, and response time goals
Support the coordination of training programs, as needed
Work closely with all team members and peer Team Managers to ensure open communication and consistency of work flow
Take supervisory calls, including customer/dealer problems and take appropriate action to resolve issues
Minimum of 1-2 years of call center experience in leading 10 - 15 employees is preferred
Minimum of 1-2 years operations and project management experience is preferred
Computer, Pulse, networking, DVR, camera and cloud technology experience , EDO knowledgeable, TAG trained
Managerial courage; effective leadership skills - ability to lead by ADT Core Values
Effective communication skills, both oral and written
Must possess excellent organizational and analytical skills
Has successfully demonstrated the ability to motivate others
Has successfully demonstrated the ability to perform and provide results in a fast paced, team-oriented environment

Manager Customer Care Resume Examples & Samples

20% Weekly - analyze minimum of 2 resolutions for each direct report. Cover with the associate potential resolutions, metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions. Daily ? take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets
20% Weekly - attend the Customer Care Leadership Meeting and on a monthly basis, select a relevant topic to lead a group discussion (20-30 min). Send Open CC report to Regions highlighting non-compliant tickets. Follow up with DMs, Zone Managers, and assisting associates with escalations
25% Spend time on the floor coaching Associates (double-jacking) and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics. 10% Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly; Facilitate PK classes
15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: 3 Quality Audits, 2 open and 1 resolved ticket that were graded using the Audit. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns. One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team. 10% Other projects and tasks as assigned by Leadership
4 Years of Experience in Call Centers Experience in supervising Teams

Manager, Customer Care-retail Contact Center Resume Examples & Samples

Hires, trains, develops, and evaluates team of Customer Care Specialists
Develops and implements department policies and procedures. Proposes best practices blueprint
Forecasts workload and coordinates schedules to ensure coverage. Ensures that external contacts are resolved in a timely and respectful manner. Responds to escalated customer service issues. Oversees the resolution of Better Business Bureau cases
Prepares and distributes monthly reports of call center activity
Handles inquiries from media and coordinates resolution with Marketing department
Communicates customer insights to Marketing department, Buyers, Field Operations Executives and Human Resources development. Identifies opportunities for revising business procedures and company policies. Identifies product quality and safety concerns
Manages relationship with 3rd party E-commerce customer service provider. 8. Acts as Subject Matter Expert in all customer service related projects. Works closely with cross-functional partners in planning, user-acceptance testing, and piloting of new programs
Supports Store Operations organization in the development and execution of new initiatives
College degree required and or equivalent experience
Ability to operate a PC and software applications required. Ability to learn additional applications, including Oracle Service Cloud and Oracle Commerce Service Center
Strong oral/written communication skills required
Strong interpersonal skills and customer service skills required
Supervisory experience required, with the ability to develop and motivate team members
Minimum of five years experience in a retail or omni-channel contact center environment required

Program Manager, Customer Care Resume Examples & Samples

Successfully deliver projects on time working with global cross-functional teams
Document and communicate progress throughout the project life cycle
Manage the entire lifecycle of the initiatives you’re responsible for including showing operations success and developing on further iterations
Develop requirements for internal tools and processes to support product/feature launches
Define, measure, and utilize program KPI’s to improve the overall program
Understand areas of optimization across operations and functional teams and build requirements to make those opportunities into reality
Translate analytic insights into concrete, actionable recommendations for operational, program, product, and process improvements
3+ years of Program Management experience in a related industry
Ability to perform to expectations in a fast-paced and ever-changing environment
Must be a team player who is self-motivated with a sense of urgency to succeed
Goal driven, target orientated, and able to step back and look at the bigger picture
Ability to analyze customer related data and understand analytics reporting
Dedication to providing exceptional customer service
Excellent oral, written and interpersonal skills
Bachelor’s degree or higher
Strong knowledge of standard customer care processes and techniques
Demonstrated superior Program and Project Management skills, delivering high-value initiatives on a global scale with an emphasis on driving significant efficiencies
Demonstrated ability to identify and solve ambiguous problems. In particular, identifying customer needs and inventing new ways to meet those needs
Knowledge of user testing and quality assurance testing methods
Experience with agile teams
SQL knowledge a plus
PMP certified

Senior Manager, Customer Care Resume Examples & Samples

Effectively lead, develop and motivate Team Leaders and agents using innovative coaching practices to achieve business indicators
Translate business opportunities into precise coaching strategies for agents and team leaders
Develop and implement tactics to continuously improve key performance indicators
Monitor and analyze results/reports to assess performance and identify performance gaps at both the individual, team, and centre levels; develop and implement solutions to resolve gaps to ensure balanced Leader and agent performance
Build strategic and effective partnerships with key partners including Marketing, Product Development, Business Pricing, and Corporate Sales to identify and resolve potential and actual process/performance gaps
Maintain a high level knowledge of the Bell’s Product and Services, marketing strategies, and the competitive marketplace in order to convey and communicate company’s orientation and initiatives in the marketplace
Manage costs to meet financial commitments
Strong leadership skills with a proven track record in leading and motivating a large team of Team Leaders and Agents
Results oriented and thinks out of the box
Experience in applying Performance Management elements to create and foster a high performance culture across a large team
Strives to coach leaders and agents to resolve complex customer issues effectively and in a timely manner
Exceptional organization and planning skills to deliver on business objectives and provide visible leadership to a large team
Strong problem solving, financial acumen and data mining skills, with an acute attention to detail
Highly analytical and able to understand / manage complex data sets
Ability to leverage insights and opportunities from data and metrics to build strategies and make tactical recommendation
Strong business, financial acumen and strong communication and presentation skills
Autonomous and disciplined self-starter
Strong organizational skills and ability to manage rapidly changing priorities and short time lines
Strong negotiation skills and the ability to confidently lead and inspire people through change in a fast paced and rapidly changing environment and marketplace
5-10 year experience leading large groups of managers and employees in a sales or call centre environment
Strong understanding of MS Office suite of software, advanced skills in excel and powerpoint

Manager Customer Care Operations Resume Examples & Samples

Works diligently to support the team philosophy throughout the department and the property
Acts as a role model to all employees and always presents oneself as a credit to MGM Resorts and encourages others to do the same
Ability to lead, direct, delegate and motivate others
Creates and continually refines daily procedures for the Customer Care Supervisors, Hosts and Coordinators
Provides direct supervision, training and guidance for Shift Supervisors
Work closely with other Regional departments such as Player Development, Special Events, Charter Services and Hotel Operations to ensure departments can best interact to serve customers
Handles, with composure and tact, the effective planning and execution of many concurrent projects and programs
Interviews and hires Supervisors, Hosts and Coordinators on an ongoing basis to ensure proper staffing levels and appropriate talent fit
Performs human resources functions, including but not limited to interviewing, hiring, coaching, counseling, disciplining, employee development and terminations
Continually refines practices, policies and procedures to guide the use of hotel, reservations, casino management and voice response applications
Identifies important trends and patterns in contact center performance; having direct accountability for meeting published service level goals
Work extensively with employees in a coaching, mentoring, training as well as a disciplinary capacity
Assists the quality assurance team with agent evaluations, particularly where reservations functions are concerned; identifies and recommends opportunities for staff advancement as well as cases in need of retraining and/or disciplinary action
Work with the Directors and other team members to establish standards for customer service; ensure the highest possible degree of staff compliance with published quality standards
Assisting the Directors with strategic planning as it pertains to process definition, staff training and overall contact center operations
Ensure department business is carried out in an efficient and professional manner
Maintain confidentiality of department affairs
Bachelors Degree in related field or equivalent and five years directly related experience or an equivalent combination of education, training and experience
Language skills - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
Mathematical skills - Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry
Reasoning ability - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Decision Making - Decisions have major implications on the management and operations of an area within a department. Job may contribute to important strategy, operational and business decisions that affect the department
Advanced Customer Service - Ability to deal with demanding/frustrated individuals or groups at various levels within and outside the organization effectively, remaining focused on outcomes and responding appropriately to clarify or resolve
Problem Solving - Problems are varied, requiring analysis or interpretation of the situation. Problems are solved using knowledge and skills, and general precedents and practices
Call Center Technologies - Knowledge of software, technologies and applications which allow people to interact with computers via a telephone, web or other electronic means
Computer Applications – Considerable knowledge of center specific computer applications
Advanced MS Excel knowledge
Conflict Resolution - Ability to facilitate a resolution to a problem, issue or event that is a source of conflict in an objective, value-free manner, remaining focused on outcomes while preserving positive working relationships
Customer Support Policies, Standards and Procedures - Familiarity with organization's policies, standards and procedures guiding customer interactions
Oral & Written Communication - Ability to communicate by providing and obtaining information of a complex, technical or sensitive nature, effectively, clearly, correctly, concisely, completely, logically, in a timely manner, and at an appropriate level and format, while maintaining confidentiality
Organization – Considerable knowledge of company roles and structure to facilitate accomplishing business needs
Physical Ability - Ability to sit and walk for extended periods

Manager, Customer Care Resume Examples & Samples

Kindness, compassion, empathy and a profound desire to help people
Motivate and encourage teams, while providing guidance and driving quality and superior customer service
Curious/challenges the status quo
Analytical and problem solving skills
Quick and continuous learning style

Manager, Customer Care Resume Examples & Samples

College degree or equivalent experience required
Strong managerial skills
Previous supervisory experience and knowledge of AA budgeting, policies, and procedures desired
Familiarity with functional area
Strong interpersonal, communication and PC skills
Ability to manage management, non-management and contract labor work groups
Ability to concurrently handle multiple responsibilities
Must be able to read, write, fluently speak, and understand the English language
When applicable, may be required to work rotating shifts, nights and weekends
Must fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), if applicable
Must be able to secure appropriate airport authority and/or US Customs security badges, if applicable

Manager Customer Care Resume Examples & Samples

Assists senior management team in preparation of various reports, surveys, and responds to requests for information
Monitors customer service representatives’ interaction as a tool to ensure the application of quality, customer care, sales skill usage, and to assess training needs
Identifies developmental needs for personnel who communicate with our customers to ensure positive and professional interactions
Support established departmental and company initiatives and objectives
Updating Kronos time keeping system
Special projects based on the needs of the business
Must have 7 to 10 years of relevant work experience within a call center environment and/or the telecommunications industry required
Must have 4 plus years of leadership experience required
Must be able to use analytical skills to complete database research, forecasting, trending, and analysis of business metrics required

Manager, Customer Care Resume Examples & Samples

Proactively shares, develops and implements best practices
Conducts daily coaching for success and provides immediate performance feedback during sessions
Creates and implements individual personal growth plans with each direct report
Handle escalated customer complaints in a timely and satisfactory resolution and identify root cause and process gaps in order to avoid repeat
Monitor and action service order quality results
Capture and log daily, weekly and monthly key metrics and action as appropriate
Ability to use data to analyze and assess impacts of work
Ability to work in a team environment, building a cohesive team and obtaining cooperative teamwork and collaboration from other departments
High level of skill in trouble-shooting, problem solving and prioritization
Proficient in Excel and Powerpoint
Experience in distributing or balancing workload for a team or group
Knowledge of Business Voice and Data products

Manager Customer Care Resume Examples & Samples

20% Weekly - analyze minimum of 2 resolutions for each direct report. Cover with the associate potential resolutions, metrics WTD, MTD and QTD to include the following: Quality audit, number of Open vs. Resolved calls, Attendance, ways to reduce concessions. Daily take escalations from customers as needed. Follow up with business leaders, as required to resolve outstanding tickets
25% Spend time on the floor coaching Associates (double-jacking) and assisting with escalated issues, ensuring that speed to answer, aging tickets, resolutions, abandoned calls are managed to the weekly/monthly metrics
10% Conduct Team Meetings Weekly and One-on-One Meetings Bi-Weekly; Facilitate PK classes
15% Weekly: Prepare for One on One's with Associates and Manager. At each session, the following should be covered: 3 Quality Audits, 2 open and 1 resolved ticket that were graded using the Audit. For all missed points, provide a specific response, which would have more quickly resolved the customer's concerns. One on One with Manager: Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates. Monthly: Track the quality audits and VOC for each associate on Team
10% Other projects and tasks as assigned by Leadership
4 Years of Experience in Call Centers
Experience in supervising Teams
Negotiating Skills
Conflict Management Skills
Experience working with a collaborative cross functional team
Attention to detail; good follow up skills
Supervisory and management Skills

Team Manager, Customer Care Center Resume Examples & Samples

Responsible for managing conflict and diversity
Foster team building and group dynamics, provide career development planning and opportunities
Provide technical education on call center strategies, including all related policies and applicable laws governing billing and collections

Manager Customer Care Resume Examples & Samples

Prepares and ensures budget goals are met
Ensures standard or above performance on call volume statistics through scheduling, staffing, and cross-training. Establishes and enforces call center performance metrics
Recommends and/or implements process improvements and call center technologies. Participates in product or system development to ensure call center knowledge
Maintains consistent communication with other departments in order to provide feedback and updates for the call center. Oversees all department communication in regards to policy/procedure changes, market updates, product and marketing initiatives, etc
Provides feedback to department staff through call assessments, system monitoring, and performance evaluations. Coaches and develops department supervisors
Will need to drive Customer Experience within the call center
Drive employee engagement in both low and high morale situations

Manager, Customer Care Resume Examples & Samples

7 plus years of relevant work experience within a call center environment and/or the telecommunications industry required
4 plus years of direct supervisory experience required
Must have analytical skills to complete database research, forecasting, trending, and analysis of business metrics

Manager, Customer Care Resume Examples & Samples

Contributes to driving the productivity of team to achieve goals
Supports implementation of service, marketing and sales strategies for the department
Improve customer care quality by studying, evaluating and updating processes as needed for the success of the department and representatives
Create weekly reporting and communicate metrics and results to team and manager specific to call center operations and performance
Assist with benchmarking KPI’s
Responsible for scheduling shifts and management of all shifts
Responsible for maintaining team service levels and individual goals
Drives team engagement through recognition
Training of new hires, new processes and new product launches with the assistance of the Team Leaders
Admin responsibilities include (but not limited to) report generation, annual reviews assistance, update manuals and overall maintenance of department
Day-to-day operations of the department; 2nd point of escalation
Must be able to work a flexible schedule, weekends and/or Holidays
Cosmetics/Skincare industry experience a plus
Bachelor’s degree from a four year college or university
1-3 years of experience in a call center environment in a supervisory role
Proficient in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
Strong communication, interpersonal, and analytical skills
Ability and desire to provide excellent customer-service to all customers
Ability to drive performance from a team
Proven and successfully coached a team
Encompass an upbeat and positive attitude

Manager, Customer Care-speech Analytics Resume Examples & Samples

7 years of experience working in or leading a call center technology team
3-5 years of experience working in a call center environment
3+ years of experience with Speech Analytics
Process driven
Proven ability to meet deadlines
Strong relationship management skills
Demonstrated ability in working with teams
Strong organizational skills with attention to detail
Ability to manage multiple projects on concurrent basis by demonstrating ability to delegate and maintain involvement in those projects in order to meet deadlines
Strong analytical and creative problem solving skills
Strong communication skills both verbally and in writing
Excellent team building and player skills
Strong managerial skills and background
Capacity for strategic thinking and business development
Clear, concise writing style that communicates ideas and expectations in easy to understand fashion
Strong PC skills in all MS Office tools
Knowledge of Call Center technologies, including Speech Analytics
Understanding of ACD systems (Avaya CMS or Cisco ICM preferred)

Unit Manager, Customer Care Resume Examples & Samples

Participate in establishing/defining short- and long- term goals and plans for the work group
Monitor ongoing quality standards for employees/team and promote culture of continuous improvement
Maintain the accuracy of client performance reports
Five years supervisory experience managing, motivating, and developing employees
Basic office computer skills and experience with Microsoft Office
Ability to multi-task and meet multiple goals and objectives
Must be flexible and enjoy working in a fast-paced environment

Service Desk Manager, Customer Care Resume Examples & Samples

2+ years previous Technical Support Center Management experience required with an emphasis on business to business interactions
Strong track record of managing a high performing team in an Enterprise environment
Experience in leading support teams for software applications with an emphasis on server based applications
Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team and department
Basic knowledge of website design, JAVA Script and networking is an advantage

Assistant Manager, Customer Care Center Resume Examples & Samples

Excellent verbal and wrtiten communication skills
No existing HR disciplinary issues
Must be a college graduate
Fluent in both English and Spanish language

Senior Manager, Customer Care Resume Examples & Samples

Manage, direct and develop Customer Care leadership team
Support strategic vision for Customer Care in North America
Participate in leadership level business reviews; provide status reports (trends, focus areas for improvement, etc.) on CAS and KPI’s
Collaborate with Training and Quality teams on evaluating performance, coaching personnel, and identifying opportunities to increase customer satisfaction
Support company leadership in achieving overall business plan and revenue objectives; interface closely with operations, supply chain, and commercial organization
Apply PPI methodology to identify and implement process improvements
Recommend and administer input for annual reviews, recognition, and disciplinary action
Effectively resolve complex customer complaints; and demonstrate persistence and a sense of appropriate urgency to resolve problems or process improvements successfully
Enforce established standards and performance measurements
Anticipate problems or needed process improvements and generate ideas followed up with a bias for action and results
Analyzes daily statistical contact center activity data
7+ years’ of experience working in a customer service environment
5+ years’ experience managing a customer service organization across multiple locations
Strong analytical and critical thinking abilities; demonstrated problem solving and root-cause/countermeasure skills
Experience in managing customer feedback and loyalty programs
Demonstrated experience managing a sizeable budget
Formal training in PPI, six-sigma or equivalent business improvement
Experience managing projects to successful outcomes, engaging and collaborating with personnel at all levels
Demonstrated understanding and application of industry KPIs
Must have working knowledge of order fulfillment processes
Exceptional people skills, exhibiting the ability to work comfortably and communicate with individuals at all levels within the company
Results-oriented with the ability, to set priorities, deliver superior quality and meet aggressive timelines
Clear ability to network and leverage resources from other geographic sites
Creative in dealing with shifting requirements and comfortable in pressure situations
Demonstrated problem solving and analytical ability utilized to drive data driven conclusions and recommendations
Experience presenting to senior leadership
Proficient in MS Office, including Excel and PowerPoint
MBA highly preferred
Demonstrated ability to work in a matrix organization
Statistics, business modeling and/or data analytics experience
Knowledge of restrictive trade practice or boycott transactions and US Denied Persons/Companies list; and export regulations and current US embargoed countries

Team Manager Customer Care Center Resume Examples & Samples

Facilitate, coach, and provide leadership and framework for daily operation
Monitor team performance and provide feedback
Assist the team in developing and implementing team and individual measurements in support of process and organizational goals
Two (2) years experience in a supervisory capacity, preferably in a service environment managing non-exempt level employees
Must be PC proficient
Must have understanding of call center dynamics and key measurements

Account Manager / Customer Care Resume Examples & Samples

5 year’s work experience in customer management
Advanced working knowledge of Microsoft Office (excel, PowerPoint, word) a must
Purchasing Background a plus, not required
Background as a sales/account manager a plus
Plans and carries out responsibilities with minimal direction
Energetic, Positive, Can-Do Attitude
Superior analytical skills, ability to mine data and construct metrics
Excellent written, verbal, organizational and interpersonal skills
High level of initiative and work well in a team environment

Account Manager / Customer Care Resume Examples & Samples

2 plus year’s experience in customer management
Advanced working knowledge of Microsoft Office (Excel, PowerPoint, Word) a must
Plan and carry out responsibilities with minimal direction
Energetic, positive, can-do attitude
Extreme attention to detail
Purchasing background a plus, not required
Experience as a sales/account manager a plus

Senior Manager, Customer Care Resume Examples & Samples

Leadership of internal and external team members to achieve the Customer Operations priorities
Management of direct reports and external vendors to drive improvements in key performance indicators such as Resolution, Handle Time, Revenue, Retention and Customer Satisfaction
Develop, implement and follow-up on tactics to continuously improve performance and processes
Build strategic and effective partnerships with key partners to identify and resolve technical issues and proactively implement programs to improve the business
Handle customer escalations; identify root causes and process gaps
Through deep dives and analytics, incorporate operational enhancements as appropriate to ensure the operations team remains on the cutting edge of providing customers with an exceptional service experience
Defining business strategy that will complement Tech Support service model to exceed contact centre performance objectives
Actively involved in the creation of Business Processes to ensure the organization has the optimal process capabilities and overall readiness to drive improved effectiveness and efficiency
Strong leadership skills with a proven track record in leading and motivating leaders and influencing partners
Experience in applying Performance Management methods to create and foster a high performance culture
Exceptional organization and planning skills to deliver on business objectives
Strong problem solving, data mining and analytical skills with proven ability to put analysis into business context and clearly articulate implications and recommendations
Autonomous and disciplined self-starter who can deliver solid results in a demanding and rapidly changing environment with minimal supervision
Proven ability to work collaboratively with other functional groups at all levels such as workforce, finance, IT, senior management etc
Experience creating and delivering presentations
Strong knowledge of MS Office suite, intermediate skills in excel and PowerPoint
Bilingual (English and French)
Call Centre experience
Background in technical support
Understanding of wireless technology products and services
Familiar with telecommunications consumer products and services
Ability to work in a 7 x 24 environment that may require occasional evening and weekend work

Senior Manager, Customer Care Resume Examples & Samples

Plan, organize, manage and direct agents that troubleshoot with subscribers having difficulty with video, Intelligent Home and/or Cable Card services. In addition, champion and foster these customer opportunities to introduce new products and services
Schedule and staff the call center to ensure compliance with standards, service levels, quality monitoring scores and focus on constant enhancement and improvement of customer satisfaction scores
Ensure that duties, responsibilities, accountabilities and authority of direct reports are defined and understood
Clearly and continually communicate established metrics and goals, and coach and manage to achieve and exceed them
Recommend, implement, document and ensure adherence to policies, processes, standards, work flows, and procedures related to the call center
Ensure the best customer experience as the final level of troubleshooting and network/equipment
Recommend and manage functional area capital and operating budgets and expenditures as assigned by VP, Customer Care
Ensure staff receives continual and updated training on processes, procedures and technology to resolve complex data problems involving network, email, modem and other hardware and software products
Establish and maintain exceptional lines of communication and professional relationships in cross functional departments in Charter
Support all department and company goals and objectives
Supervisory experience to include direct leadership over supervisors, leads and management of high volume call centers with approximately 150+ agents
Team building and motivation skills required
High level of interpersonal skills to work with both internal and external customers
Proficiency in personal computer applications required, as well as an understanding of CTI integration, IVR scripting and call flows, call center scheduling software and techniques, as well as team building and motivation
Superior problem solving and analytical skills
Internal personal skills

Team Manager Customer Care-overnight Shift Resume Examples & Samples

Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and efficiency
Ensure staff works within the guidelines established by the organization
Provide performance trends and analysis to team
Two (2) years experience in a customer service related position
Some knowledge of telephony capabilities CMS, CenterView, Auto-dialers helpful

Senior Manager Customer Care Operations Resume Examples & Samples

Experience with Digital Care (Social, Community and Content) is a must
Experience in a multi-channel Customer Care environment
Minimum 5 years of experience in leading teams and managers
Result focused with outstanding analytical skills
Vast experience in technology driven company/technical environment (start-up or Software Company) is preferred
Excellent Relationship Management, strong influencing skills and able to work effectively with a variety of stakeholders
Inspiring and authentic leader who knows how to lead and inspire high performing individuals/teams according to the Sonos values. Excellent communicator and ability to take the time to mentor and develop others

Associate Manager, Customer Care Resume Examples & Samples

Professional management of a customer focused team that embraces interaction standards and voice of the customer feedback, to generate a consistent experience while reducing customer effort
Oversee forecasting and staffing needs to meet established Business Levels
Monitor daily/weekly volume and trends to makes decisions about priorities and schedule adjustments
Responsible for managing annual budget, as well as adherence to Company Policy when approving more than $1M in Returns, Exchanges, and Credits, and as outlined within the SOPs
Shared responsibility for upselling/cross-selling, to generate more than $3M in revenue for the Dept
Routinely analyze and review order-to-cash processes and procedures, recommending and implementing changes
Manage hiring process from recruitment and selection, to maintaining and developing a highly trained, professional Customer Care team. Development is accomplished through goal setting, clear expectations, training, with frequent coaching and feedback to employees in a nurturing environment
Provide leadership through communication and non-verbal actions, embracing Department competencies and behaviors in a performance environment
The ability to track and trend performance; identify, diagnose, and correct performance problems; establish performance goals and assign accountability for goal achievement
Conduct performance reviews, compensation updates, and recommend changes in personnel assignments
Meet regularly with team to provide recognition, feedback, and issue resolution
Meets regularly with CC Management Team to discuss and resolve issues and implement new ideas. Additionally, work as team to develop plans for Achievement of 3-5 yr Departmental Strategy, and development of guidelines and policies

Workforce Manager, Customer Care Resume Examples & Samples

50% Make staffing recommendations to management based on analysis or real-time performance. Develop and manage service escalation processes that involve routing changes (e.g., moving volume, changing messaging, etc.) and staff optimization (e.g., implementing overtime and schedule modifications)
25% Identify trends in case types, perform root cause analysis and provide recommendations for training and/or content changes to address trends. Work closely with Training and Operations to implement action items related to the Command Center activities
25% Monitor and maintain processes related to the daily functioning of the Workforce team, including work load distribution, monitoring phone queue and email box, user follow-up, closing tickets and maintaining front-end messages and system availability
Experience with scheduling systems similar to Blue Pumpkin
Five-plus years managing others
Leadership, Strategy, Analysis, Influence and driving change based on statistical trend analysis
Strong problem-solving skills; reacts quickly and appropriately to workforce planning problems; follows up in a timely manner on issues not immediately resolvable
Strong analytical skills, process-oriented thinker
Knowledge of MS Project, MS Excel and other related computer programs
Possess a proven track record of managing multiple projects, proficiency with Microsoft Project, familiar with project budgeting and financial tracking, cost/benefit analysis, and creation of business justification
Experience with creation of project metrics, conducting project result assessments and an understanding of change leadership fundamentals

Manager, Customer Care Resume Examples & Samples

Work with functional leadership to develop & execute strategy to create seamless customer experience across multiple brands and sites based on Voice of Customer (VOC)
Build a high-performing team transforming culture to highly customer-oriented with high degree of results & accountability focus
Establish & drive operational excellence standards (Key Performance Indicators) around contract review, order entry, requests for quote, order status, product information, & special requests
Strengthen and streamline end-to-end processes & deploy best practices to other regions
4-year Bachelor’s degree required, Masters in Operations or Business preferred
Minimum of 10+ Years leading and managing teams responsible for Order Management and Customer Contact in engineered-to-order environments
Contract management/Contract administration experience preferred
Experience with multiple site locations
Demonstrate abilities to perform in a metric driven environment
Experience with Planning & Inventory Control in a manufacturing environment in High mix low volume industrial manufacturing environments
Proven track record as a change agent
Experience with lean principles
Knowledge of Customer Care Methodologies
Must understand capacities issues in an “Engineered to Order” environment
Must be a strong influencer, driven solely by data and facts
A good understanding of ERP systems (preferably IFS & SAP)
Must have a valid passport; travel both international and domestic, up to 25%

Manager Customer Care Resume Examples & Samples

Develop employees
Implement methods of maximizing revenue and controlling expenses
Oversee day to day customer service operations
Solicit ideas and/or feedback from employees and accept accountability for follow-through
Communicate procedural changes to Customer Service Managers, supervisors and employees and ensure compliance
Monitor and measure on time performance
Identify areas/individuals which require improvement; develop and implement methods to increase/improve performance
Develop and enhance the work relationship with vendors, ensuring all parties perform their responsibilities properly
Ensure all internal audit requirements are followed and accountable for compliance
Review staffing requirements and schedules for all department employees, ensure adjustments are made as needed
Conduct grievance hearings and serve as a grievance hearing officer as required
Interpret the company's policies in a professional and positive manner to all customers
Assist Directors with Customer Service Manager interviews and selections
Aid/guide the development of Customer Service Managers and supervisory staff
Minimum three years airline supervisory experience
Possess a valid US Driver's License
Shift work-including nights, weekends and holidays
Must be self-motivated and detail oriented, team player
Must demonstrate excellent interpersonal and verbal communication skills
Minimum 3-5 years airport operations experience
Must be able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations

Manager, Customer Care Operations Resume Examples & Samples

Educate internal business teams on our contracted partners’ philosophy, Standard Operating Procedures, and create a feedback loop and process to obtain input to improve the efficiency and effectiveness of those relationships
Lead regular scheduled review meetings with contracted partner operations teams to discuss performance against metrics (i.e. Repeat Contact Rate, Customer Satisfaction, First Call Resolution) and compliance to Care processes
Create, analyze and benchmark different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans
Manage contracted partners’ invoice accuracy with external and Audible Finance teams to submit for approval and calculate monthly accruals
Collaborate with Care Process Improvement ACES team to understand operational impact drivers of issues to ensure contact center consistency, process alignment, and innovation as well as make recommendations for process/performance improvements
Serve as escalation point for timely contact center issue resolution and risk mitigation plans
Act as the liaison between the contracted partner and Care Global Support Functional teams to drive the appropriate behaviors or improvements i.e. Quality Assurance, Training and Knowledge Management
Strong business acumen, collaborative partnering skills, and project management experience
Ability to prioritize tasks, meet deadlines and work independently in a fast paced environment
Fluent in Québécois language
Travel required 40-50%
Demonstrated understanding of organizational or functional goals through achievement of business objectives with vendors
Strong record of achievement in applying a customer mindset to shape solutions and approaches to drive change/achieve business goals
Proven track record in understanding and presenting data and success metrics to a diverse range of business and operational support teams

Manager, Customer Care Resume Examples & Samples

Requires BA/BS; 1 year of experience in a leadership role
Managed care experience is required
Medicaid experience preferred
PEGA experience preferred

Manager, Customer Care Resume Examples & Samples

Directing, training, coaching, planning, counseling and monitoring all department activities
This includes our remote staffing personnel within our TOG organization
Provide leadership to all team members regardless of title
Communicate staffing needs to the appropriate people and lead the interview process
Oversee the order entry department and insure orders are being entered in a timely and efficient manner
Work directly with all departments within the organization to ensure customers are getting a timely response regardless if it is a customer care issue or not
These departments include but are not limited to
Inventory Management
Credit
QA Auditing Team
Work very closely with our distribution center to ensure open communications exist and that warehouse understands customers’ needs and all orders are getting shipped in a timely manner
Ability to analyze certain orders and their urgency of when they need to be shipped. Communicate with the DC on moving these orders up in line, if needed
Teach all members of customer service how to set appropriate customer expectations to ensure a “superior” experience
Oversee our customer survey process and ensure all dissatisfied customers are contacted
Ensure new customer welcome process is being adhered to by all care teams
Evaluate Customer Care Email boxes and voicemail to ensure timely responses
Ensure ATP (Answer the Phone) is being adhered to by all agents. Analyze all phone stats/metrics and make any necessary changes needed where gaps are found in service
Work very closely with the outside sales force. Hold weekly/monthly meetings with these teams to get feedback on the customer experience from their point of view
Ensure all relevant reports are being worked on a daily/weekly basis. These reports include but are not limited to
Daily/Weekly Open Order Report
Order Promise Report
Alt Hold Report
Credit Hold Report
Product Manager Report
Discontinued Style Report
Hold Weekly Team Leader meetings to gather feedback and ensure best practices are being followed
Openly communicate with the TOG managers and supervisors to ensure proper coverage is always available and analyze possible training needs for our remote staff
Communicate with TOG Account Manager about the TOG staff and possible residual training needs
Act as an escalation point for all Team Leads, Customer Care Supervisor and salespeople when necessary
Other duties/responsibilities as assigned
Have a minimum of 3-5 years’ experience in senior account management or senior sales support role
Have led a team of at least 30 individuals (Outside Hire)
Be able to work in a fast paced/high energy/high stress environment
Be able to work at an extremely fast pace and make split second decisions accurately and without hesitation

Senior Manager Customer Care Operations Resume Examples & Samples

Experience in a multi-channel Customer Care environment within a matrix-organization is a plus
Experience with forecasting and work force management principles is a must
Experience with owning and adhering to budget targets is a must
Bachelor degree and minimum 7 years of experience in leading teams and managers

Manager, Customer Care Resume Examples & Samples

Lead an operations team and oversee its functions, and provide effective coaching support for a group of Team Managers, and 100+ consultants
Develop and monitor coaching effectiveness of Team Managers. Motivate and develop a high performance team that will exceed customer and stakeholder expectations
Ensure that key business indicators are met and exceeded through the development of strategies focusing on customer satisfaction, employee satisfaction and service levels, cost per call, and revenue growth
Develop a sales management plan that leverages a revenue generating culture focused on delivering world class customer service
Development, implementation, monitoring and reporting of short- and long-range operational plans to meet the strategic goals and interests required for continuous improvement
Partner with the Management team to improve operational systems, processes and policies to support management reporting, information flow and management, business processes and organizational planning (including Human resources & training)
Identify opportunities to improve work procedures and day to day tasks in order to optimize call centre key performance metrics, satisfaction, and participate in the implementation and management of programs
5+ years of experience leading teams in results driven environment; retail or consumer goods experience an asset
Demonstrated leadership skills in managing a mid to large size operation
Extensive direct coaching and performance management experience in a Senior Call Centre leadership role – within a unionized an environment an asset
Experience in developing and executing business strategies
Strong leadership capability, evidenced in well-developed problem solving, analytical and conceptual skills
Ability to analyze complex problems, interpret operational needs, and develop integrated, creative solutions
Demonstrated effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a small team environment
Skill in examining and re-engineering operations and procedures, formulating processes, and developing and implementing new strategies and procedures
Strong written and oral interpersonal communication skills with the ability to build and maintain productive working relationships and negotiate with a range of internal and external stakeholders
Ability to translate the impact of operational decisions on financial results and customer/employee satisfaction
Demonstrated proficiency in the competencies required for a senior leadership role (i.e. achievement orientation, team leadership, adaptability, business acumen)
Knowledge of principles and procedures for personnel recruitment, selection, training, employee relations and information systems
5+ years of experience leading a high performing Customer Care business (preferably in a unionized call center or telemarketing environment)
Post-secondary degree/diploma an asset or equivalent certification in a business related field

Unit Manager Customer Care Resume Examples & Samples

Train and develop employees, communicate performance expectations, and manage for results
Participate in client meetings and/or regulatory audits. Obtain feedback on the performance of the work group and make appropriate adjustments to ensure client requirements are met
Investigate and appropriately address client inquiries, complaints and/or opportunities
Strong time-management and organization skills
Working knowledge of mortgage servicing systems

Senior Manager, Customer Care Resume Examples & Samples

Effectively lead, develop and motivate team leaders and agents using innovative coaching practices to achieve business indicators
Build strategic and effective partnerships with key partners including Marketing, Product Development, Business Pricing, and Work Force Management to identify and resolve potential and actual process/performance gaps
Strong leadership skills with a proven track record in leading and motivating a large team of Team Leaders, Agents and/or analysts
Autonomous and disciplined self-starter business, financial acumen and strong

Manager, Customer Care Resume Examples & Samples

Lead a team of Supervisors and Customer Care agents providing vision and goals to be attained by team members. Teams include Operations & Service Excellence, Training Quality & Team Engagement and Customer Retention & Loyalty
Act as an active and visible coach and mentor to maximize employee engagement and development potential
Manage staffing to ensure we are staffed to support call volume, handle time, and hours of operation for all lines of business
Produce analytical reports and ensure all performance metrics are achieved
Analyze and provide recommendations based on customer and operational data to drive insights into actions for the business
Understand customer needs and issues and how your team processes affect customer satisfaction
Create and manage the fiscal year budget including overtime for Customer Care department
Lead the execution of identifying performance and training issues using performance measurement tools such as call monitoring, random complaint and support ticket review
Handle and resolve difficult internal and external problem calls. Coaching staff to better handle
Effectively manage relationships with internal & external business partners
Manage and resolve escalated customer and HR issues
Foster a culture of customer-centric excellence
Ensure delegation for quick resolution or dispatch to customer site as needed
Coordinate phone system requirements and changes with McKesson IT department
Serve as a Privacy Champion and perform all duties required for this role
Acts on behalf of Director as required

Manager Customer Care Center Resume Examples & Samples

Experience in management of Inbound/Outbound Customer Contact Center is desirable
Leadership and people development including quality and performance measurements
Experience and/or training in customer programs and desktop applications
Experience and/or training in telephony, workforce management, and project management

Manager, Customer Care & Retention Resume Examples & Samples

Superior leadership and coaching to motivate and develop individual Customer Care Specialist performance on the Retention team by
Developing a team of high-performing, subject matter experts with sound problem resolution skills. In addition,developing their CCSs to be knowledgeable and confident and to focus on first contact resolution and deliver on personalized advice and solutions for our existing and prospective customers
Ensuring all CCSs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsbile for preparing CCS PAR commentary and one-on-one delivery discussions
Engaging in coaching as an ongoing observational activity with CCSs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
Reviewing CCS customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions
Regularly scheduling one-on-one coaching with CCSs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality
Effectively managing direct reports of any performance and conduct concerns and working with HR and ER as required
Ensuring employee development is a priority for CCSs through regular Development Plan discussions
Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement
Identifying, delivering and supporting training and developmental needs of team members
Leading team meetings to acknowledge positive results, providing regular recognition for delivering exceptional customer experiences, and to communicate the team’s focus
Support new CCSs with on-boarding and transition from training to the floor
Driving the internal communication process by ensuring the CCSs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall
Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members
Building effective working relationships across the team and with various business lines and corporate functions
Actively promote the delivery and achievement of industry leading customer service by
Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year CCC strategy
Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends
Acting as the first level escalation point for CCSs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Makes determination when escalations should be escalated to the Director
Acting as a change agent, leading, motivating and supporting team through changes
Ensuring that every customer experience is consistent with the CCC service standards and providing value-add customer service through leading by example
Proactively identifying trends among team related to customer satisfaction/retention, knowledge, productivity, etc. and bringing forward to the Director with recommendations
Actively reviewing the CMS and Verint for short, medium and long calls to improve efficiency
Contributes to the maximization of the Contact Centre efficiency by
Ensuring that all targets are met or exceeded, by him/herself and team members, as assigned
Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Code of Conduct and any supplemental guidelines or codes of conduct applicable to the CCC
Ensuring team members are familiar with the BCP and responsible for enacting plan, when required
Accountable for payroll activities (eg. time in lieu, holiday pay, shift premiums and over time)
Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services
3-5 years of industry experience preferably in a management or coach-type role
Previous management/leadership experience required; excellent team leadership, strong coaching and mentoring
Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must
Proven ability to influence and motivate others
High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment
Ability to take initiative in creating new processes that support and help achieve business objectives
Demonstrated relationship building skills to make sound recommendations on market needs and trends of Scotiabank and members of the Scotiabank Group
Bilingual (French/English or Cantonese & Mandarin/English) is considered an asset
Expert knowledge of the product lines serviced

Manager Customer Care Resume Examples & Samples

Manage assigned Inside Sales Team (Consultants and Specialists) to deliver budgeted sales plans through analyzing, coaching, teaching, and training
Makes primary decisions on staffing, assignments, and works with Director and Human Resources as needed
Daily review of management reports and performance tracking using scorecard methods
Coordinates action plans to capture customer opportunities and improve performance and customer experience
Interacts with Area Sales Manager and coordinates/facilitates meetings as needed
Assures all customer sales and service inquiries are promptly addressed
Provides input to Directors and Senior management on potential problem areas from the reviewing of reports
Manages workload among Team and coordinates assistance to other CCC Teams and Market Units as needed
Ensures marketing strategy execution, and assists in design and implementation of incentive programs and sales promotions within the center and Market Units
Coaches and ensures execution of concepts in margin growth, package, and brand management
Accountable for continued progress in Team and self development
Represents Customer Care Center on various cross functional projects providing input for continued improvement

Manager, Customer Care Resume Examples & Samples

5 years’ successful experience in Customer Service, Sales, Operations, Marketing or related field achieving objectives
5 years’ experience managing a team size in excess of 50 people including direct management of multiple supervisors
2 years’ work experience using Windows-based PCs, Microsoft Office
Knowledge of and proficiency using contact center telephony platforms (i.e., ACD, IVR, Dialer, Real-time Adherence, Scheduling, etc.)
Knowledge of telecommunications industry/theory (cable, internet and telephony)
Knowledge of and proficiency using proprietary software and databases (contact center management platforms, customer, sales, financial and performance reporting)

Senior Manager, Customer Care EU Resume Examples & Samples

Drive all day-to-day engagement and relationship management with the EU business teams
Develop and implement overall EU Customer Service strategy - in alignment with the global/functional Customer Service Strategy
Manage the EU Customer Service Teams including coaching, employee development and other employee related services across the organization
Collaborate with business units, project sponsors and users to identify project scope and focus. Develop or monitor project initiatives, implement project requirements plans, processes, and required tools to ensure the implementations success
Establish and facilitate regular scheduled strategic meetings with business leaders for each supported marketplace to understand goals and ensure that operational priorities are aligned with the total company and business direction
Work collaboratively across teams (Customer Care Global Support, Product, Finance, Marketing, etc.) to ensure consistent and performant approaches for development of initiatives supporting business requirements
Partner with Functional Leaders to incorporate and prioritize local initiatives related to global functional strategies and roadmaps
Develop, establish and implement Customer Service goals, objectives, policies and procedures to support EU market segments
Partner with Outsourcing Management team for the identification of vendor partners to drive customer satisfaction, lower costs and improved efficiencies
Propose and manage yearly EU Customer Service Budget
Strong consultative skills and the ability to achieve corporate business objectives across functional boundaries; ability to influence within and across teams
Demonstrated ability to possess balance in being a Strategic Business Partner and a People Service leader
Resiliency to embrace challenges and strive to find creative solutions
Cultural awareness and flexibility to work with global teams
Self-starter capable to taking initiative and working with minimal direction

Senior Manager, Customer Care Resume Examples & Samples

Four years or more work related experience gained from an insurance or financial services company
Excellent customer service orientation
Good communication and interpersonal skills

Contact Centre Manager Customer Care Resume Examples & Samples

You’ll involve your people in changes that affect them, so that they understand why it's happening and what it means
You’ll support your people through change, so they thrive and build resilience for when things get tough
You’ll understand what changes are coming and lead with the right plans to land change well
You’ll get behind great ideas with optimism and enthusiasm and expect the same from your team
Skills/Experience of dealing with complex and high profile customer issues with high energy and pace
Strong and effective stakeholder management up to Exec. level
World class thought leadership around the customer experience and customer effort
Brilliant communication and influencing skills with first line managers
Strong ability to lead, inspire and coach other managers and agents to achieve continually improving performance

Senior Manager Customer Care-chelmsford Resume Examples & Samples

Assesses, makes recommendations to, and manages within a budget.Makes informed decisions and choices based upon priority, business necessity, and bottom line impact
Aids in the implementation and executes appropriate methods,practices, policies, procedures and change processes keeping employees informed of changes
Manages on call routing and scheduling to ensure required coverage
Provides direction to ensure accuracy of forecasted internal and outsourced call volume for the call center
Assists with the development of call center technology and productivity tools
Tracks, analyzes, and reports performance data on key departmentalinitiatives
Creates an environment that fosters teamwork and accountability andpositively impacts the customer experience
Provides input as well as communicates company strategy and motivatesthe CAE team toward achieving company vision
Ensures that work/escalated issues are addressed and completed in atimely manner
Hires, coaches, and evaluates CAE personnel and leadership based onperformance standards

Manager, Customer Care Resume Examples & Samples

Identify and troubleshoot impediments to processes that affect the ability of employees to deliver a high level of service to our customers
Maintain established departmental and organizational performance standards consistent with Charter, FCC and local franchise requirements
Establish and communicate goals that result in excellent customer satisfaction and achievement of business objectives
Respond to customer concerns or inquiries in a timely, professional, and responsive manner
Ensure corrective action is being administered timely and within corrective action guidelines
Maintain knowledge of and ability to access customer accounts, key information, input work orders and adjustments accurately as required by the billing system
Prepare and analyze goals, objectives and budgets for the Customer Care department
Follow Charter’s EEO procedures as stated in the company EEO manual
Bachelor’s Degree; or five plus years related experience and/or training; or equivalent combination of education and experience
Minimum three years of experience managing a call center/ACD environment, with a demonstrated emphasis on customer care preferred
Experience in an environment that required project management skills (i.e. start up or organizational restructuring)
Strong employee development skills
Proven problem solving skills required
Must be capable of working flexible hours and be available as required by business operations to accommodate the needs of the department and organization as a whole
Must have demonstrated ability to project a positive, professional image, and proven ability to promote positive customer relations and working relationships on a consistent basis

Program Manager, Customer Care Resume Examples & Samples

Embedded within cross-functional teams as the voice of Customer Care
Establish and maintain effective relationships with diverse functional groups throughout Audible and Amazon, including Marketing, PR, Legal, Product, Content, and Tech
Ensure Customer Care launch-readiness for global programs
Define, measure, and utilize program KPI’s to inform improvements
Supply teams with timely and relevant customer feedback
Facilitate communication with project teams
Refine and drive processes for cross-functional program management
Develop requirements for internal tools and Customer Care processes to support product/feature launches
Ability to analyze customer-related data and understand analytics reporting
Experience handling many concurrent projects of varying scale and length
Capacity for understanding customer needs across a range of devices, surfaces, and products
Excellent oral, written, and interpersonal skills
Experience in agile product development
Scrum Master certification

Manager Customer Care Resume Examples & Samples

The source for this data is Quality Compass® 2016 and is used with the permission of the National Committee for Quality Assurance (NCQA). Quality Compass® 2016 includes certain CAHPS® data
Three years’ experience in a health care related field, preferably in a managed care environment
Strong leadership and management skills
Through understanding of customer driven management
Knowledge of call center principles, operations and technology
Through understanding of health services, health care delivery models, health care benefits and regulations
Ability to analyze and interpret data, and prepare concise, accurate reports
High level of integrity; ability to exercise sound judgment and maintain confidentiality
Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful circumstances
Readily adaptable to the changing needs of the business; able to manage multiple priorities; tolerance for ambiguity
Excellent business acumen and writing skills (sentence structure, grammar, etc
Experience with electronic mail, word processing, spreadsheets, database programs and Internet research
Minimum of one year experience in a Customer Call Center
Knowledge of legal and medical terminology

Manager, Customer Care Resume Examples & Samples

Directly manages a staff of 2-4 Supervisors with indirect responsibility for 30 -75 Contact Center team members
Takes decisive action to manage, monitor and analyze performance results to achieve department/divisional objects and improve customer and business outcomes
Promotes quality service and customer satisfaction by establishing and communicating service metrics/expectations; monitoring results, evaluating trends, identifying opportunities, implementing improvements and analyzing expected results
Leads and participates in divisional and cross-functional project teams to support implementation of corporate/divisional/departmental strategies, improvements and regulatory requirements
Evaluates the impact of change on the customer and staff and takes action to ensure appropriate communication, procedures and resources are in place to promote the smooth transition/adoption of change
Addresses both internal and external customer issues that have been escalated beyond the initial tiers of customer support in a proactive and timely manner
Bachelor’s degree in Business Administration or related field. Advanced degree or specialized training is a plus
5 years of progressively responsible experience in a customer service or contact center environment with a minimum of 3 years of supervisory or management experience
In lieu of degree, minimum of 8 years of progressively responsible experience in a contact center with a minimum of 5 years of experience in managing or supervising staff
Prior experience with Medicare Advantage highly preferred
Demonstrated results in continuously improving business and customer outcomes in significant and quantifiable ways

Manager, Customer Care Workforce Management Resume Examples & Samples

3 years’ experience utilizing Workforce Management software in a call center environment
3-5 years’ experience working in call center operations
Customer-Focused
Team-Building and People Management Skills a plus
Occasional travel required (<5%)
Communication – Effectively conveys ideas and information both verbally and in writing. Consistently and routinely provides feedback to the team on every type of interaction
Motivational – Encourages others and self to do more than what is required, has positive impact on outcomes, inspires passion in others through leading by example
Accountability – Takes ownership of results regardless of circumstances and to receive feedback and apply it accordingly
Teamwork – Works with others to achieve a “win/win” to accomplish a common goal
Time Management – Prioritizes tasks and takes into consideration other people’s requirements to achieve deadlines
Critical-Thinking – Ability to collect, apply, analyze and evaluate information to reach an answer or conclusion that considers all variables and seeks to achieve the most beneficial result. Anticipates results, both desirable and undesirable, and integrates into decision-making process
Adaptable – Adjusts to change and reacts in an effective manner to shifting circumstances, is a calming force during change, fosters a positive environment
Integrity –Ability to be honest, fair and to maintain strong moral principles, uses Advanced Communication Skills (ACS) and addresses issues directly, considers all sides with making decisions, is ethical and above reproach
Job Knowledge –Possesses the knowledge of SOPs, work practices, systems, processes, and procedures required to perform the job functions. Collaborates with internal and external partners for guidance with employee relations and legal issues
Coaching and Development – Provides guidance, direction, and encouragement during all interactions to promote growth, provides clear accountability structure

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