Manager Customer Service Resume Samples

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J Boyle

Julius

Boyle

9971 Dora Extensions

Boston

+1 (555) 252 4785

9971 Dora Extensions

Boston

Phone

p +1 (555) 252 4785

Experience Experience

Philadelphia, PA

Manager Customer Service

Philadelphia, PA

Conn, Morar and Hodkiewicz

Philadelphia, PA

Manager Customer Service

Establishes objectives and manages performance
Manage hiring, employee development, quality, performance, productivity and schedule adherence of team
Manages the strategic development of Customer Service initiatives that will make us #1 in Customer Service
Execute policy and procedural changes that result in improved member access and quality of care
Handle Data entry for Provider Data Network Enrollment applications
Provide expertise and customer service support to members, customers, and / or providers
Coordinate work activities with other supervisors, managers, departments, etc

Philadelphia, PA

Manager, Customer Service

Philadelphia, PA

Kulas-Oberbrunner

Philadelphia, PA

Manager, Customer Service

Provide subject matter expertise for training, curriculum development and performance improvement initiatives
Provide performance feedback through coaching, counseling, formal evaluations, etc. and manage disciplinary actions up to and including employee separations
Provide reporting data and execute all Jones Lang LaSalle (JLL) and client audits and key performance indicators
Provide quotes based on price list and standard terms and conditions provided by Site Sales Director and Account Managers including repairs and spares
Monitors team and individual performance, rewards positive performance and addresses performance issues in a timely manner
Assess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals
Ensure that current contracts are managed and maintained to provide necessary supplies and services per defined scopes of work and costs

present

Detroit, MI

Associate Manager, Customer Service

Detroit, MI

Wisoky and Sons

present

Detroit, MI

Associate Manager, Customer Service

present

Respects diversity of thought
Customer focus and service orientation is essential
Exceptional client level interaction relationship building abilities
Advanced level of proficiency in MS Office 2007 Suite (particularly Excel)
Promote a change agent culture and drive innovation
Monitoring and reporting key performance metrics
Managing the talent on the team

Education Education

Bachelor’s Degree in Healthcare

Oregon State University

Bachelor’s Degree in Healthcare

Skills Skills

Strong analytical skills with an ability to interpret financial data
Detail-oriented with good follow-through on projects
Be able to maintain confidentiality
Thorough knowledge of PC user programs
Excellent organizational skills; interpersonal skills and negotiation skills
3-5 years of customer service experience within large sales organisations in the FMCG industry, ideally Sporting Goods or Fashion
Knowledge of the Bank's retail product lines
Strong interpersonal skills (e.g. communication, relationship management)
Exhibit good leadership skills and provide an example for the rest of the department
Exhibit good attendance, punctuality & time management

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Project Manager Customer Service Resume Examples & Samples

Development of business cases for new innovative Customer Service solutions
Analysis of existing Customer Service processes and identifying gaps / differences between existing processes and those required for the new systems and suppliers
Alignment with the respective functional and project areas to document these new processes from a Customer Service perspective and ensuring all CS requirements are included in their processes, systems etc
Coordination, Management & implementation of training materials to supporting the successful implementation of new Customer Service and adidas Group business initiatives for example campaigns, new product implementations
Knowledge / understanding of Customer Service end to end processes in relation to financial and warehouse operations / order management systems and functions
Understanding of the difference between customer service and customer experience
Excellent Excel, PowerPoint skills, Visio skills (preferred)
Proven ability to draw conclusions from data analysis and clearly present findings in PowerPoint or Excel format
Client focus / understanding of customer needs
Flexible attitude to working hours
Analytical mindset & proven operational management skills
Requisite Education and Experience / Minimum Qualifications
Experience working in an international company / environment
Fluent English (speaking and writing skills)

Project Manager Customer Service Operations Resume Examples & Samples

Documenting and supporting the implementation, and development of new Customer Service / adidas group system / tools enhancements to improve CS operational efficiency
Presentment of data findings to all levels of management
Ensuring the end to end CS requirements and processes are included in the respective project areas and touch points
Regular Bi-weekly: 1-2 nights stay in another location in the Netherlands
Practically minded
Knowledge, understanding and capability to demonstrate the impact business operations has on the end customer
Ability to work across multiple sites, cultures, countries and languages
University / Higher level degree in business
A minimum of 2-3 years’ experience of managing cross department / functional projects in Customer Service

Manager, Customer Service Resume Examples & Samples

To develop overall strategy for the Customer Service organization in-line with the global strategy, aiming for maximum customer satisfaction
To ensure reliability and responsiveness to customer requests and complaints by training and ongoing performance monitoring
To staff most suitable persons in direct report positions in alignment with the Sales Director and Human Resources
To lead team and foster performance culture within his team
To manage all reports as an integrated team by setting team objectives, targets and guidelines
To ensure smooth cooperation of all direct reports along all interfaces
Customer Service Manager with proven track record of successfully managing customer service in a large sales organization
Strong interpersonal skills (e.g. communication, relationship management)
University degree in business administration with focus on Sales/Supply Chain
3-5 years of customer service experience within large sales organisations in the FMCG industry, ideally Sporting Goods or Fashion

Associate Manager, Customer Service Dms Z Resume Examples & Samples

Leadership or supervisory experience, including coaching, motivation and employee development
Ability to create and sustain an engaging work environment
Positivity and commitment to team success are essential
Proven ability to lead and manage in times of change
Ability to partner across functions, locations and organizational levels
Strong problem solving and critical thinking skills
Strong organizational skills and the ability to manage multiple priorities while working under tight time constraints
Strong interpersonal skills and flexibility in hours

Manager, Customer Service Ann Eo Resume Examples & Samples

Experience in managing operations/call center and management teams
1-3 years of Leadership Experience
Supervisory and coaching experience required
Ability to drive initiatives within the organization and department with proven results
Previous experience in an operations environment
Ability to provide developmental feedback and influence others to drive results
Solid understanding of annuity products, systems is preferred
Must be able to work effectively with various locations and/or vendors
Licensing or the ability to become incensed is required

Associate Manager, Customer Service Resume Examples & Samples

Supervisory and/or coaching experience
Position requires FINRA Series 6 and Series 63 license or to obtain license within 120 days of hire
Must be able to take initiative
Positive and team player attitude is a must
Strong partnering skills
Strong problem solving and issues resolution skills
Strong organization skills and the ability to manage multiple priorities while working under tight time constraints
Working effectively with various sites; strong interpersonal skills, and flexibility in hours

Manager, Customer Service & Logistics Resume Examples & Samples

Daily monitoring of customers’ requests for material for their aircraft or engines
Providing rapid resolution (>95% in 24 hours or less) of AOG (Aircraft on Ground) requests
Providing rapid resolution for all material requests, achieving >90% for all material requests
Contribute to Sikorsky operators achieving availability of their aircraft greater than 95%
Continually improving the processes and metrics needed for outstanding customer service and order fulfillment. Provide ACE (Achieving Competitive Excellence) leadership within Customer Support and support ACE initiatives within CSS
Coordinating activities through the Customer Care Center (currently under construction) to be the center of customer issue technical and material resolution
Coordinating with the CSS sales force through the Aftermarket Account Service Managers (ASMs) and Sikorsky’s Field Service Reps (FSRs) to become even more proactive in addressing customers’ needs
Coordinating with the rest of the Aftermarket Operations team as well as Sikorsky’s Supply Chain, Production, Engineering, Programs, Export Compliance, Warehousing, Shipping and Quality organizations as part of fulfilling customers’ supply issues
Producing twice daily AOG reports and lead the daily AOG resolution communication meetings
Manage material fulfillment to achieve planned revenue, margin, EBIT and sales objectives within Aftermarket Operations
Support the company’s goal of world-class International Trade Compliance (ITC) performance by: completing all required ITC training/certification in a timely manner; actively seeking full understanding of job- and function-specific ITC requirements and contributing to the development of ITC-specific standard work; complying fully with all ITC requirements, policies, procedures and standard work; and raising any ITC questions or concerns through company-sponsored channels for resolution
Select a function

Sales Team Manager Customer Service .com Resume Examples & Samples

Responsible for achieving agreed targets and KPI’s
Devise strategies and techniques necessary for achieving targets such as researching calling strategies to improve contact rate success and sales tacticals
Conduct regular team meetings to share upcoming marketing campaigns and to communicate results and performance expectations
Lead, motivate and develop the team to ensure high performance and maintain team morale through regular coaching, training, calibration and appraisals
Maintain a high performing work ethic and structure within the team by recognising and rewarding good performance
Ensure that all team members are equipped with tools to fulfil their roles effectively such as sales collateral, pricing, special marketing offers and promotions and rebuttals
Ensure that the team have a deep understanding and knowledge of the product and services we provide to aid customer satisfaction, drive engagement and enhance conversion performance
Work closely with the Training and Quality team to identify skill and knowledge gaps
Make sure that our CRM system is fully updated by the team to measure productivity, progress on campaigns and opportunities, ensure outcomes are correctly categorised to measure performance accurately and identify area’s for improvement
Compile weekly and monthly reports on performance in a timely manner and ensure that any important feed back is provided
Take ownership of escalations and complaints and ensure that these are handled and resolved in a timely manner
Liaise with Customer Service colleagues and other departments within the business as necessary
Co-ordinate recruitment activities with the local HR department, write vacancy advertisements and job descriptions as necessary
Co-ordinate Learning & Development programs with HR and the Training and Quality Team
People Management & Coaching: Ability to develop and manage a team to successfully achieve their goals and potential
Sales Management: Possess the skills required to motivate, inspire and drive performance in a target orientated and pressured environment
Excellent Communication skills: Able to communicate clearly by adopting a range of styles to respective audiences and influencing skills with an ability to work across the business
Demonstrate cultural awareness of the different ways customer’s interact or respond with us from across the globe and ability to adapt and use different methods / strategies relevant to specific markets
Excellent interpersonal skills: Capable of building strong relationships and credibility at all levels and with relevant stakeholders within a culturally diverse environment
Planning and Organising : Can cope with a varying workload, can juggle to meet deadlines and able to plan ahead
Proactive: Willing to take the initiative and think creatively
Analysis and Problem Solving: Able to define the problem and be confident in taking the steps to resolve
Flexibility to adapt quickly in order to meet ever changing business requirements
Drive for results: Motivated and able to work on own initiative and as a team
Ability to maintain a professional attitude at all times
At least 2+ years experience in a successfully managing a team in a target focused sales environment – ideally within a subscription base business
Digital product knowledge would be an advantage
Good understanding of the importance in delivering excellent customer service and customer engagement
Ideally experience in managing a team handling a global customer base

Unit Manager Customer Service Research Resume Examples & Samples

Scheduled hours of work may vary during peak season(s) of business. Some travel may be required
Minimum four years experience in customer service center operation of which a minimum of one year experience as a supervisor or team lead was served. Industry specific experience and/or certification may be required
High school graduate or equivalent experience. College or business school training preferred. College degree may substitute for some required experience
Familiarity with customer service practices, applicable laws and regulations
Proven ability to multi-task in a fast paced work environment and prioritize work assignments
Proficiency with personal computers working knowledge of Microsoft Office applications (Word and Excel). Exposure to auto dialer and ACD systems preferred
Demonstrated ability to train, direct and supervise operational personnel
Strong communication, motivational, analytical, project management and decision making skills
Sound knowledge of products supported and internal systems and external regulations impacting their delivery

Associate Manager, Customer Service Resume Examples & Samples

Must have a passion for delivering top tier service, and driving customer and employee satisfaction
Supervisory and/or coaching experience is required
Previous experience in an operations environment is preferred
Ability to provide technical assistance to their team and handle escalated calls and complex/sensitive cases
Ability to provide developmental feedback, and drive organizational results through others
Proficiency with Excel with managing large data files required
Solid understanding of annuity products, systems and living benefits is strongly preferred
Must be able to work effectively with various sites or vendors; strong interpersonal skills
Flexibility in hours, required
Meeting or Exceeding current expectations is required

Trainee Manager Customer Service Pei Resume Examples & Samples

Ensure the customer area is professional and inviting in appearanceDevelop and Manage the Team / Teamwork
Develop and manage the service team by recruiting, training, coaching and recognizing employees
Lead and follow-up on action plans to improve the employee experienceBusiness Results
Follow and ensure staff are knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations
Follow and ensure staff understand and apply bank/branch operating policies and procedures -– which may include assuming
Responsibility for the branch opening and closing procedures on a rotational basis

Program Manager, Customer Service Operations Resume Examples & Samples

Ability to influence others through use of clear and concise communications, both written and oral
High level of interpersonal skills to work effectively with others
Outstanding communication skills in both oral and written form
Proven ability to drive results and accountability in a cross functional environment
BS/BA Degree or equivalent Project Management experience
Excellent computer skills especially Excel, Word, Access and PowerPoint; SAP preferred
Experience working with various functional groups (i.e. Sales, Marketing, Finance, Editorial, and Supply Chain)
Understanding of Supply Chain processes and practices
Ability to troubleshoot issues and follow up on a continual basis
2-4 years' experience in a Project Management role
Proficiency with SAP

Manager, Customer Service Resume Examples & Samples

Ability to anticipate and plan for opportunities to improve the customer experience as well as employees experience with Prudential
Plans, organizes and manages an operation which provides customer service functions to our customers
Responsible for all aspects of talent acquisition, retention, performance evaluation and staff management
Ensures quality of work produced exceeds service standards
Develops and implements complaints resolution procedures and ensures complaints are handled effectively
Ensures quality and service standards are maintained along with customer specific performance guarantees
Ensures effective completion of all training programs for incoming employees and recommends continuing education and training for existing staff
In partnership with peer group, suggests continuous improvement/best practices relative to effective call center management, including review of existing operating procedures and process, to ensure the best possible customer experience is maintained while improving efficiency
Proven success building team morale
Manages the Call Center by monitoring productivity levels, identifying opportunities to optimize operational efficiencies and cost controls; and developing and implementing changes that will improve efficiencies and the Call Center's performance
Oversees the analysis and results of customer surveys, including input on how/when customer input is received
Responsible for coaching and developing staff and building high performing teams in multiple product areas
Performs glide path analysis of all new hires, to evaluate hiring practices, training effectiveness, coaching opportunities and overall trending of talent selection

Manager, Customer Service Resume Examples & Samples

Call center management experience preferred
Demonstrated leadership skills and the ability to work independently
Proven coaching and development skills
Strong analytical skills with great attention to detail and the ability to recognize trends
A fundamental understanding of capacity and resource planning
Ability to identify creative alternatives, develop recommendations for improvement, and drive changes
Strong organizational skills and the ability to manage multiple tasks simultaneously
A general understanding of call center and/or operations workflows/procedures, the client/participant relationship, and plan/IRS rules and regulations
Proficient in Microsoft Excel, Word, and Powerpoint
Bachelor's degree or related business experience
The ability to lead a cross-site team across multiple locations
Successful candidate will be given 120 days to obtain the FINRA registrations required for this position (Series 6, 26, and 63)

Manager Customer Service Resume Examples & Samples

Expert customer service orientation
Exceptional communication skills; verbal and written
Thorough knowledge of PC user programs
Excellent organizational skills; interpersonal skills and negotiation skills
Outstanding leadership skills, teambuilding skills and counseling skills
Knowledge of the Bank's retail product lines

Manager Customer Service Resume Examples & Samples

Project a positive company image; adhere to department and operational standards and objectives; insure positive customer satisfaction results
Manages and oversees the department processes including sales quotations, orders, credits, adjustments, returns, etc. in SAP
Communicates and escalates as necessary any backlog work items, works across supply chain and other departments for resolution to customer issues
Thoroughly understands the system interfaces to and from SAP as well as the downstream processes
Responsible for thorough knowledge of all department operations
Independent management of priorities as well as ongoing positive communication within the department and other supporting departments and divisions
Recommends process improvements, documents and presents those improvements, oversee testing of all new system functionality impacting the department
Reviews and analyzes reporting including productivity, accuracy rates, order and billing blocks, warehouse rejections, back-orders for large customers, and incomplete orders and billing documents and all reports pertaining to Sarbanes Oxley compliance
Reviews financial transactions monthly for adherence to key controls and audit guidelines
Manages, analyzes and evaluates workload, team issues, concerns, and recommendations
Interviews and hires regular and temporary employees
Manages schedules, vacation calendars, and departmental training
Review expenses and cost center budget and forecasts
Critical Thinking & thought leadership, Identifying solutions and ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Exhibit good leadership skills and provide an example for the rest of the department
Exhibit good attendance, punctuality & time management
Motivating, developing, and directing people as they work, identifying the best people for the job
Ability to prioritize workload
Take initiative
Adapt easily to new work processes and changes
Be able to maintain confidentiality
Be available to assist staff and answer questions and inquiries both internally and externally
Thorough working knowledge of various software packages including, SAP, Excel and Word

Manager, Customer Service Consumer Products Resume Examples & Samples

Analyzes consumer behavior, through inbound contact channels, and customer feedback and makes strategic recommendations for service delivery
Escalates as necessary any backlog work items, and works across supply chain and other departments for resolution to customer issues
Manages Consumer Customer Service, web chat and social media channels for inbound and outbound delivery
Recommends process improvements, documents and presents those improvements, oversees testing of all new system functionality impacting the department
Responsible for coaching/developing direct reports, evaluation of employees and reports, workflow and backlog reports, productivity estimates to Senior Management
Manages attendance policies, performance issues, schedules, vacation calendars, and departmental training
Reviews expenses and cost center budget and forecasts
Management experience in a customer service supply chain environment with strong oral and written communication skills
Experienced in mobilizing, leading/supervising a support team in an eCommerce company consumer based organization
Knowledge in social media tools and techniques
Critical thinking & thought leadership
Be flexible; may be required to work considerable extended hours
BA/BS Degree
Minimum of 5 years leadership experience leading supervisors and teams in an ecommerce and/or subscription based consumer product customer service environment
Comfortable with basics of different personal and mobile computing technologies
Candidate should actively participate in social media activities like blogging, community development and management, social bookmarking, commenting, etc
Experience with inbound sales, up-selling, save a sale, save a customer processes are required

Manager, Customer Service Resume Examples & Samples

Assist Senior Manager of Customer Care with social media monitoring, listening, and responding to users where appropriate. Conduct regular competitive analyses of social customer service strategies with recommendations for adoption. Monitor app stores comments and oversee responses in an effort to improve ratings. Keep department current on trends in social media tools and applications
Work with Senior Manager of Customer Care to collect, organize and seek input when necessary to ensure accurate and up-to-date responses for each type of interaction from simple to challenging (i.e., requests for information and other inquiries, service issues, complaints, order handling, etc…) and across all platforms and services including the Showtime streaming service, Showtime Anytime, mobile applications, iTV, on-demand services and Smithsonian Channel
Manage outbound telemarketing programs for assigned accounts to maximize usage and results, especially during SNI campaign windows, implementing agreed strategies, closely managing performance of programs and analyzing and reporting results. Work closely with Key Account leaders and Senior Manager of Customer Care to understand Affiliate contracts, goals, strategies and devise a cooperative plan to support both businesses' objectives
A minimum of 3 years of experience in customer service and call centers
A minimum of 1 year of experience in social media management
Experience in cable TV and/or TV programming or other subscription businesses preferred
Demonstrable social media experience and knowledge of social analytics tools
Ability to make evident good technical understanding and can pick up new tools quickly
Positive attitude, detail and customer oriented with good multitasking and organizational ability
Knowledge of the cable, satellite or telco industries or other subscription business
Knowledge of customer service, call center technology
Experience with CRM

Trainee Manager Customer Service Resume Examples & Samples

Lead and apply the performance management process, supporting employees in their personal and performance development by utilizing learning maps and external courses, as appropriate
Create and foster a cohesive team and promote a positive work environment
Coach team to deliver on branch business objectives by meeting or exceeding individual sales & referral goals
Coach team on identifying customer needs and referring them to Branch employees or TD partners as appropriate
Coach team to contribute to the achievement of branch business objectivesInternal Practices & Processes
Achieve branch objective for Operational Excellence

Manager Customer Service Trainee Hawkesbury Branch Resume Examples & Samples

Bilingualism (French/English) is essential
You are highly flexible and conversant with performance management techniques; you have a special talent for influencing and motivating others and demonstrate an in-depth knowledge of branch operations and financial products and services
You have strong interpersonal communication, strong computer skills, accuracy and thoroughness
You have previous experience supervising, managing or leading a successful team
Mobility within 1 hour of Hawkesbury area (including but not limited to Vankleek Hill, Alexandria, Casselman)

Team Manager, Customer Service Resume Examples & Samples

Lead, motivate, and coach direct reports and subordinates
Provide regular employee performance reviews, both formally and informally
Guide senior customer service representatives in providing coaching within the team
Manage team performance in customer satisfaction as measured by survey results to meet or exceed departmental goals
Manage team workload and efficiency to meet or exceed departmental goals
Attendance tracking for all direct reports
Resolve personnel issues in a professional and timely manner
Identify employee training needs and support development of training programs
Create and administer annual performance appraisals for each direct report based on ongoing feedback results
Manage employee time off requests
Identify new or emerging customer needs based on player and employee feedback
Assist in developing, tracking, and reporting key performance measurements for the customer service department
Develop and implement processes and procedures to improve quality and efficiency
Maintain consistency and alignment with peers, both regionally and globally
Work with customer service management to identify and develop departmental procedures and standards and ensures compliance
Provide clear documentation on the method and outcome of all coaching efforts and disciplinary actions for each member of a team
Manage positive trending on the performance and quality measure for a team
Ensure service level agreements on customer escalations are met
Match at least 75% of your teams working hours

Program Manager, Customer Service Operations Resume Examples & Samples

Responsible for the management, performance, and completion of various-sized initiatives that impact the performance and strategy of AOL’s global customer care team
Work with the Business and Operations teams to define future offers and campaigns that will be utilized in AOL’s predictive modeling & recommendation engine
Lead design sessions, build prototypes and coordinate implementation of new programs and enhancements to CRM tools (Salesforce Service Cloud®) and other applications
Learn and leverage the necessary tools and technologies to effectively optimize both support agent and customer experiences
Specify, prioritize, communicate and present high-level and detailed requirements in addition to release plans
Coordinate and approve the development of training materials on new CRM product features and manage close-loop feedback cycles to ensure customer/user comments lead to improvements in the customer experience
Act as the subject matter expert for current and future customer experience flows
Define, track and report on quantifiable success metrics to help inform organizational leadership on performance of recently launched programs
Graduate of an accredited 4-year college or university

Project Manager, Customer Service Operations Resume Examples & Samples

Position requires 3+ years experience in customer service
Project management skills required
Familiarity with Estee Lauder Companies’ brands and products preferred
A full understanding of the online shopping experience
Strong detail orientation and communication/listening skills
Willingness to work a flexible schedule; on-call, weekend, evening and holiday coverage as needed
Ability to work within a team and handle multiple tasks and deadlines
Proficient in Microsoft Office with ability to learn new systems and technology quickly
Ability to recognize and solve problems quickly

Manager Customer Service Resume Examples & Samples

Make strategic, tactical, and immediate operational decisions that lead to providing superior customer service and “preferred vendor” status
Constantly evaluate systems necessary to accomplish business objectives. Actively participate in systems testing necessary to accomplish expected outputs to the customer. Manipulate existing systems to achieve a balance among fill rates, lead-times and inventory objectives
Monitor, audit, and ensure compliance to all policies and procedures
Report team results to Senior Management in a timely manner and provide clear communication about customer service issues and their resolution. This includes routine reporting as well as on-demand reporting that is necessary
Provide strong leadership role in the development of empowered teams. Act as a catalyst for change. Demonstrate the ability to recognize team and individual achievements and efforts
Actively support all corporate, divisional and departmental standards of performance
Lead and/or actively participate in all volume-building initiatives
Monitor/utilize reports to measure performance
4 to 6 years of experience in Sales, Customer Service, Telemarketing, Logistics or Forecasting
Problem solving and analytical skills will be required to resolve customer issues, measure performance and drive productivity

Manager, Customer Service Operations Resume Examples & Samples

50% Operations Management *
15% Client Relationship Management Develops and/or manages client relationships to ensure the quality and timeliness of all contract deliverables Maintains effective communications and timely responses to all client demands, requests, and needs
15% People Management Hires, trains, develops, and counsels staff Manages performance of staff Sets a positive and empowering work team climate in the office Creates and administers HR policies consistent with corporate policies Ensures effective internal communications and provides effective leadership for the Regional Office, while developing and mentoring customer service staff
10% Internal Relationship Management Maintains effective communications and synergistic interaction With the Manager, US Operations and other company departments to facilitate regional operations as a decentralized entity, including but not limited to providing any requested statistical and operational reports, and managing the request and assignment process for remote resources
5% Financial Management * Prepares and monitors the operating expense budget and ensures that budgetary requirements are met Conducts/assists with cost/benefit analyses for new initiatives, capital expenditures, re-engineering, contract changes and/or other projects Participates in process, input and/or deliverables design or redesign, and helps to assess the financial impact of such changes
Travel: * Less than 10%. Mostly in state travel needs
College degree or equivalent
5-years minimum management/supervisory exp in high volume document processing operation
Experience with processing budgeting, cost control, vendor management, and processing of receivables and payables. **
Ability to lead a team
Training and coaching skills
Ability to motivate others
Proficient with Microsoft™ Office (Word and Excel)
Ability to make timely and sometimes unpopular decisions

Manager, Customer Service Resume Examples & Samples

Function comfortably in a fast-paced performance-based customer services environment where
Work requires significant (25%) travel to customer service camps in other state
Excellent, professional phone and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes
Must be able to build positive, productive relationships with customers and team members
Self-starter with ability to work independently

Associate Manager, Customer Service Resume Examples & Samples

5 years experience in a customer service driven industry
2+ years supervisory experience over a minimum of 5 to 7 people
Excellent leadership and personnel management skills
Customer focus and service orientation is essential
Exceptional client level interaction relationship building abilities
Advanced level of proficiency in MS Office 2007 Suite (particularly Excel)

Manager Customer Service Site Resume Examples & Samples

Ensure contact centers are informed and trained in a timely manner on new and existing processes and procedures
Ensure contact centers have the right tools, processes and systems to answer all customer enquiries via all contact channels
Manage weekly operational KPI meetings
Complaint & Customer escalations handling for the site – ensuring site compliance with the complaints process to safeguard the image of the brand and in order to support increasing customer advocacy, retention and loyalty
Conduct regular performance evaluations and root cause analysis to review compliance with SLA goals and agreed upon KPI’s. Take corrective actions where needed
Manage relationship with counterpart at vendor location and/or vendor in conjunction with CS Ops Manager. Plan and prepare visits, share and exchange relevant information
Manage relationship with internal stakeholders in conjunction with CS Ops Manager
Ensure customer service dashboards are created, up-dated, distributed with the right information in a timely manner
Identify operational areas for improvement and take appropriate action. Define and generate recurring and ad hoc reports for this purpose and escalate to the CS Operations Manager when actions outside of CS are required
Work closely together with Site Coordinators and other key relationships stakeholders from other locations and the Business Process Engineer to ensure all staff are aligned with regards to process execution
Be the point of contact and decision maker for vendor with the complaints escalation lead, local offices and retailers when standard and standard exception process have not been successful in resolving the issue, technically or otherwise
Support driving the customer service brand value experience for the contact center across all customer CS touchpoints in order to maximize customer satisfaction and minimize cost. Develop and improve related processes and outcomes
Represent the customer’s and customer service’s voice for internal projects where and when required
Manage and provide site input for quarterly business review meeting and Global CS summit meetings
Manage projects from conception to implementation or participate in special projects as assigned
Understand and follow company rules and regulations
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Capability of managing meetings and project plans
Ability to think creatively and to drive community engagement and satisfaction
Multi -Tasking
Fluent in English (oral and written) and German native is a must for one of the positions
College or university degree or proven track record in a similar field
Experience working in a multi-cultural / international environment
Minimum of 3-5 years working experience in a customer service environment
Customer Service Experience with leading or functionally driving teams or 3rd parties, preferably remotely

Manager, Customer Service Operations Resume Examples & Samples

Acts as SME (Subject Matter Expert) on quality and voice of the customer programs; lead program changes, associated testing and rollouts
Develops a high performance staff through education and mentoring
Partners with interdepartmental, corporate, and field leaders to support customer experience and quality initiatives
Manages day-to-day operations of quality and voice of the customer programs
Analyzes and reports performance data on key customer and company initiatives and the impacts to the customer interaction
Delivers customer and business insights through quality call listening studies
Recommends new approaches, policies, and procedures to improve customer experience during customer interactions
Fosters a collaborative work environment that creates an effective team oriented culture
Prepares, analyzes, and manages operation through statistical analysis of activity
Plans, develops, and administers customer service programs in adherence with national and system customer service objectives
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

Manager, Customer Service Resume Examples & Samples

Oversee customer service center operations to ensure time service and quality metrics are met and exceeded for calls, web chats, emails, and all record keeping functions and casework performed
Report on team results at various levels, including helping to prepare client reporting data
Manage a team of associates, including ensuring performance management needs are addressed and directing associate growth and development
Motivate the team to succeed and work as a cohesive group that always considers the customer first
Ensure all customer inquiries (including appeals) are responded to in a timely fashion, and billing issues and customer calls meet and exceed performance standards
Serve as primary OSGLI liaison with Group Insurance Law Department on customer service issues
Correspond with insureds as needed
Be a change champion, helping to launch and oversee a process of visual management within the customer service team, and leading Six Sigma Lean efforts across the team
Work with leadership in a matrix relationship at our second site to help ensure performance standards are met and exceeded
Manages relationship with internal workforce management partner to ensure resources are deployed where necessary, as necessary, to meet constantly shifting demands
Bachelor's degree, or equivalent military experience, required
Experience in a contact center/customer service environment preferable, but not required if people management acumen can be displayed through other leadership assignments
Minimum of 5-7 years of team management and leadership experience required
Experience with Six Sigma Lean management principles preferred
Strong people skills including ability to motivate a team and drive the group toward its common goals
Superior customer focus skills with high ability to empathize with customers as evidenced through past job experiences
Ability to manage conflict and help ensure consistency in problem resolution
Ability to confidently analyze data and make appropriate decisions quickly to ensure service metrics are met
Ability to work effectively at all levels across the business and build/leverage relationships
Excellent PC skills and strong working knowledge of windows-based applications
Proven self-motivation skills and willingness to take initiative
Excellent oral and written communications skills; writing samples strongly encouraged with posting
Strong partnership skills, must be a team player and able to work collaboratively with others
Proven ability to prioritize and excel in fast-paced, metric driven environment
Ability to work from home as business needs may occasionally dictate

D-manager Customer Service Operations Support Resume Examples & Samples

Responsible forrunning complex programs and projects; including tasks involved in design, developmentand execution
At least 3-5years of Customer Care/ Call Center experience including a minimum of 3 yearsof experience with self-service channels
Previousmanagement experience of individual team members- Customer Support Management aplus
Ability to workindividually on a project or in a team environment
Ability to handlemultiple projects simultaneously while meeting deadlines
Professionalexperience background in business analytics to study the data tracking users tovarious platform
Strongpresentation, verbal and written communication skills
Skill in usingcollaborative approaches to finding solutions and building partnerships
Proficient inMicrosoft Word, Excel and PowerPoint
Excellentorganizational, project management skills and the ability to work underpressure with tight timelines
Ability to createbuy-in from multiple constituents in a collaborative cross-functionalenvironment
Salesforceadministrative experience related to community management is a plus

Department Manager Customer Service Resume Examples & Samples

Controls scheduling to ensure staffing levels and payroll expenditures are appropriate to current business conditions
Supervises, trains, and motivates assigned sales associates. Ensures subordinate associates are aware of sales goals, sales events, sales incentive programs, store policies, etc
Performs independently under the direction of a Store Divisional Manager or Store Manager. Work is reviewed in terms of achievement of operational goals and objectives

Manager, Customer Service UK Resume Examples & Samples

Ensure excellent monthly COM audit results and ensure full compliance with all audit procedures per the company standard
Ensure customer information security at all times
Oversee the monthly COM audit and the flow of customer owned merchandise
Extensive Customer Service Management experience, with a focus on luxury brands
A proven track record dealing with a high level customer relations complaint escalations and resolutions
Experience managing a team in a fast paced environment
Strictly self-disciplined in managing deadlines
Superior interpersonal skills and engaging manner
Proven ability and desire to work in a fast-paced, changing environment
Proficiency with Microsoft Office, Word, Excel, Outlook, Visio, Power Point, Client tracking systems and Point of Sales (POS) system
Fluent in English is a must (second languages will be a plus)

Manager, Customer Service Resume Examples & Samples

Regularly interact with appropriate C&SS Manager/contacts to discuss service delivery and forward planning
Formally present monthly updates to the client on status of projects and initiatives
Accountable to the Facility Manager with meeting site financial and control budgets/targets
Ensure provision of Office Services (cleaning, mailing, reception, meeting services, dining/vending, landscape and others) is performed according to service level and scope expectations
Work collaboratively with facilities team colleagues (moves, projects, occupancy planning) both within the client account and in the wider JLL network
Ensure that an effective Work Order system is maintained for rectification of any defective items/services & ensure that these are addressed in a timely manner
Assist in conducting asset audits and maintain asset inventories per client requirement
Promote the User Experience culture at the property. Assume Lead Ambassador duties including the oversight of the Floor Ambassador Program, Facility Pop Ups and Road Shows , and coordinating the Customer Focus Groups

Associate Manager, Customer Service Resume Examples & Samples

Minimum of three to five years of leadership experience, as well as supervisory and/or coaching experience required
Flexibility with hours and ability to work overtime is required
Experience in operations, vendor relations and/or financial services preferred
Demonstrated team leadership, talent development and team building skills
Ability to build relationships and trust, while exerting influence beyond positional authority
Ability to think strategically and evaluate process effectiveness
Promote a change agent culture and drive innovation
Significant cross functional networking and partnering skills
Substantial problem solving and issue resolution skills
Strong organization skills and the ability to manage multiple priorities and work effectively with various sites while working under tight time constraints

Manager, Customer Service Resume Examples & Samples

Directs the daily operations of the customer service and AMT specifying team
Defines, communicates, and enforces customer service policy and procedures
Supports customer service representatives in taking and processing orders. Handles complex and escalated customer service issues
Support AMT specifiers in their research and AMT specification efforts
Manages and tracks customer orders from purchase to final shipping
When necessary, the AMT manager should also help troubleshooting non-standard situations

Manager Customer Service Trainee Resume Examples & Samples

Orangeville
Hanover
Erin
Collingwood
Creemore
Elmvale
Meaford
Midland
Owen Sound
Penetanguishene
Port Elgin
Shelburne
Stayner
Thornbury
Walkerton
Wiarton
Wasaga Beach

Manager Customer Service Resume Examples & Samples

Establish and Maintain professional relationships with internal/external business partners
Maximize employee potential and job satisfaction through coaching and development for both existing and future roles. Lead and motivate by example. Embrace change, look for innovation opportunities, and encourage account specialists to share their ideas/expertise and participate in problem solving
Provide daily workflow direction to Account Specialists to ensure that customer needs are met in an accurate, timely, and professional manner. Also, ensure that Account Specialists have a clear understanding of their role/responsibilities and have the tools, training, and regular feedback to succeed
Uses a full array of communication skills to develop an understanding of issues/concerns. Able to clearly present information to direct reports, across departments, and to different levels of Management. Gather and analyze information to make fact based decisions. Use service issues an opportunity to evaluate and improve business processes
Effectively manages workload by focusing on critical tasks and delegating other responsibilities as needed or as appropriate. Addresses issues outside of the day to day job responsibilities in the form of special projects assigned by the CS Director or Senior Manager
Participate in the selection/hiring of Account Specialists. Understands and evaluates candidates based on guidelines defined by HR and CS Management
Proficiency in core computer systems (Microsoft- Excel, Outlook)
Strong written, verbal and, professional communication skills. Comfortable giving/receiving feedback as well as delivering difficult messages. Ability to articulate complex ideas; filter noise and focus on critical tasks
Ability to develop positive working relationships at various organizational levels and influence others to obtain goals
Proficient in core leadership skills such as: Coaching and development of team members; Effectively communicate while fostering strong employee engagement; Develop and maintain relationships that builds a foundation of trust and open dialog; Effectively empower people using clearly defined guidelines and appropriate follow-up
Strong problem solving skills. Uses data to analyze trends and develop solutions
Bachelor’s Degree preferred and 5 years or more of industry experience; or equivalent combination of education and related experience
2 years or more related leadership experience

Associate Manager, Customer Service Resume Examples & Samples

Must have a passion for delivering top tier service and driving customer and employee satisfaction
Proficiency with Excel and managing large data files required
Series 6 FINRA licensing preferred
Flexibility in hours is required

Manager, Customer Service Administration Resume Examples & Samples

Own the execution of the ULS customer services processes the ULS Italy site
Lead and develop team in proper execution of agreed processes so that the ULS Italy and European goals can be met
Define and execute the ULS Italy Customer Services goal tree; in order to support the ULS Italy countries, Divisional and Corporate goal tree
Be the escalation point for local teams with regards to Customer Services issues
Interact with and be the interface for global teams to provide input into global processes and to agree on execution and implementation of ULS Italy processes
Align consistency in implementation and execution of processes across Italy countries
With input from local teams, gather weekly performance metrics as basis for analysis and continuous improvement. Use these metrics for improvement follow-up
Drive PPI (Practical Process Improvements) throughout the Customer Services team in Italy countries as main tool for improvements
Be the co-owner of CAS results for Field Service related to customer services in Italy countries. Align processes and execution of processes in order to meet and/or exceed CAS targets
Work with the different divisions that are supported in the shared sites as internal customers. Agree on service levels and deliver these services within agreed levels
Liaise very closely with the sales and field service teams and management, and ensure proper implementation across all ULS business units
Work closely with different internal stakeholders (sales, finance, service, HR, IT, etc.) to define, agree on and implement efficient end-to-end processes
Ensure proper employee satisfaction in the different local teams – and be owner of employee performance in different local teams
Manage and drive Asset management back office process in Italy countries

Manager, Customer Service Resume Examples & Samples

Responsible for staff development (hiring, training, coaching, mentoring, counseling, etc.)
Manage the Customer Service Center standards by analyzing metrics; such as average speed of answer, first call resolution, abandon calls, available % and problem resolution times
Leading actions focused on continuous service and process improvements to improve competitive positioning, client satisfaction, Rep satisfaction, productivity and processes
Providing input for the development of best practices and the definition of service standards
Utilizing leadership and negotiation skills to build partnerships and relationships across First Command
Contribute to departmental strategy sessions
Ensure Customer Service Center Representatives acquire and maintain all appropriate licensing, to include continuing education requirements
Proven track record of coaching and mentoring associates in a leadership capacity
Strong customer service skills and excellent organizational skills with the ability to multi-task
Accountability and dependability
Current and active Series 6, 63, 65 & 26 OR Series 7, 63 or 66, & 24 licenses
A desire to lead, a passion for management, and a deep commitment to client service
Three years of financial services experience preferred
Functional knowledge of Microsoft Office (Word/Excel/Outlook PowerPoint)

Business Manager Customer Service Resume Examples & Samples

Manage and accountable for professional employees and/or supervisors
Impact of work is most often at the local level
Availability to work shift in between core hours - 7am CST- 7pm CST
Availability to travel 1 or 2 times a year to San Antonio for meetings 5-10 %
3 + years of Customer Service/Call Center experience
2+ years of experience as a Professional Leader/Supervisory role within an organization
Experience with Microsoft Office (PowerPoint - create and update presentations, Excel – create, manage spreadsheets, formulas, and pivot tables)
Undergraduate Degree or Higher
1+ year of experience in a Client Facing Role
Understanding of Call Center Performance Metrics and Measurements

Business Manager Customer Service Resume Examples & Samples

3+ years of Customer Service/Call Center experience, preferably as a Supervisor, Business Manager or Workforce Manager
2+ years of experience as a professional Leader/Supervisory role within an organization
Experience with Word, Excel & Outlook. Word - Create Correspondence and work within templates. Excel - Data Entry, Sort/filter, and work within tables. Outlook - email and calendar management
Former Customer Relations experience
Knowledge of Call Center Systems such as CMS, IEX, CTI and TCS preferred
1+ year of experience in a Client Facing role preferred
Understanding of call center performance metrics and measurements
Experience leading personnel towards the attainment of exceptional performance results

Manager Customer Service Resume Examples & Samples

Identify and resolve operational problems using defined processes, expertise and judgment
Ability to lead by example and create an environment that encourages stretch performance
Ability to foster a positive work environment

Business Manager Customer Service Resume Examples & Samples

Coordinate, supervise and accountable for the daily/weekly/monthly activities of Supervisors
Set priorities for the team to ensure task completion and performance goals are met, such as: Call Quality, Adherence, Service Level, Survey Feedback and First Call Resolution
Provide coaching and feedback to Supervisors, including formal corrective action plans
Conduct monthly performance reviews for Supervisors
Manage and accountable for professional and compassionate employees/ supervisor
Customer service/call center experience, preferably as a Business Manager or Workforce Manager
1+ year of experience in a client / customer facing role
Excel - Graphs, tables, basic formulas (SUM, AVERAGE, etc.)Data entry
PowerPoint - Creating and editing presentations
Word - Add a header and footer to a document, Vary formatting across sections in a document, etc
Business planning and implementation experience
Knowledge of HR responsibilities and procedures
Knowledge of Call Center systems such as CMS and IEX

Manager, Customer Service Resume Examples & Samples

Experience with creating emotional and intellectual connections with staff on vision and strategy through excellent communication skills that creates clarity and inspires action
Proven experience with having a talent mindset and developing and retaining top talent
Strong ability to work collaboratively across business groups with individuals at various levels to achieve desired results
Ability to influence and mobilize resources to achieve results both internally as well as vendor results through the sharing

Manager, Customer Service & Demand Management Resume Examples & Samples

As required act as operational customer/site contact for assigned account(s) with duties mirroring those of a Customer Service Associate
Ensures customer forecasts are received on the regularly agreed periods and chases any missing forecasts
Creates sales orders in the system in line with customer request date and send written order acknowledgement with firm promise date
Challenges customers if orders are not aligned with agreements, such as short lead time or significantly above/below forecast
Provide weekly or monthly information and manage regular communication through emails and calls with the customer
Responsible for working with customer on customer supplied components, information and managing obsolete inventory
Ensure customer is billed appropriately for all products and services provided
Works with Project Management team to support NPI success by having a clear handover to first commercial launch
Coordinates site customer meetings or reviews related to supply from pre-meeting arrangements, agreeing agendas and attendees to write up of minutes and follow up actions
Act as point of escalation for issues on orders – working with key stakeholders at the customer and internally to ensure clear communication, actions as well as preventing future recurrence
Ownership of department KPI’s – OTD, Forecast Submission, Unplanned Orders etc - drive for continuous improvement
Performance management of direct reports - from goals setting through monitoring/ coaching to performance reviews as well as development plans
Ensures back up exists to cover for sickness and absence in the team
Forecast monthly and quarterly revenue plans for Finance, including management of key risks
5+ years of customer service, sales or project coordination experience, required
Prior management experience, preferred
Experience with MS Office, required
Experience with JDE, preferred
Knowledge and experience in GMP, preferred
Supervision skills to direct and guide team
Demonstrate excellent verbal, written and interpersonal communications skills
Excellent problem solving and analytical skills
Work well under pressure and be able to prioritize workloads
Able to influence across different individuals and personalities both within the function/site and across other sites

Manager, Customer Service Resume Examples & Samples

Supervises assigned staff, including subordinate supervisors and customer service representatives
Ensures quality of project deliverables
8-10 years of related customer service experience, including supervisory experience

Manager Customer Service, HPU Resume Examples & Samples

Team Leadership & Employee Management: Effective management of the team by setting and driving a team environment that works in conjunction with other CFC teams. Able to build unity and drives a climate of accountability. A cooperative and coaching style with high expectations is used to manage staffing and workload planning; work distribution is consistently monitored and adjusted; lead and lag measures are taken and assessed towards actionable results; active engagement in the hiring, on-boarding and planning process; performance management; incentive management, and salary administration is started and completed by target dates with minimal noise due to clear expectations; and consistent, effective communication. Positive performance is acknowledge and celebrated; ineffective performance is managed effectively through coaching and steps of discipline to assure minimal customer impact and employee understanding in coordination with HR; documentation is consistently maintained; assure strict compliance to all SOX controls
Employee Development: Provide opportunities for growth, and give feedback on successes and failures; assure Team leads are able to establish, communicate, train, and measure standards of compliance, quality, responsiveness, and efficiency by all team members; identify training gaps; conduct and document coaching sessions for under-performing employees; develop and conduct periodic checks of employee job knowledge and practices to assure consistent understanding of policies and procedures as well as the ability of the group to provide a consistent level of service by all members; assure effective training programs for all new employees are in place and executed including testing for understanding; succession planning through strategic performance initiatives
Business Relationships: Lead working relationships with both internal and external customers through personal networks, creative problem solving, and excellent communication. Understand product lines and markets serviced including customer requirements and customer segmentation. Align strategic and operational goals to business goals and strategy; meet with business leaders on a regular basis and attend regular meetings to determine changing business needs. Use analytical data to drive and show required business changes and improvements through the department; resolve operational deficiencies which create high customer effort; understand and plan for future capacity requirements; seek feedback and make changes accordingly
Business Process Owner: Knowledgeable of the various systems and processes used by CS and the business in order fulfillment. Consistently look for continuous improvement opportunities and come up with innovative solutions to solve problems and close gaps. Help to identify technological needs and develop creative ways of addressing the challenge while ensuring changes fit the overall business objectives and minimize risk, and that priorities are understood. Able to expertly utilize technology and human capital to effectively manage resources in the most efficient way possible by utilization of strengths in systems, teams, and individuals. Assure team receives adequate training on existing and new processes and functionality and work is completed in a timely manner. Develop, change, and keep up-to date documentation for all procedures and processes and maintain in a common area. Experienced change manager and able to hold individuals as well as the team accountable for processes and procedures
CFC Management Team: Provide coverage for other managers; work with other managers on consistent practices and execution of policies; learn and leverage best practices from other managers and groups to continuously raise the bar of team, individual performance, and CFC; manage disaster recovery process and details; emphasize safety including zero reportable incidences and target completion of all compliance training by employees; promote teamwork and trust amongst groups and team members; attend all management meetings and complete action items by due date, promote a sharing of job knowledge and practices across divisions and functional groups; where applicable conduct training sessions for other CFC members and/or functional groups
Assists other employees in accomplishment of Huntsman company goals
Participates in and completes company-required training programs
A minimum of a Bachelor's Degree in Business or Marketing with 5+ years specific experience
Strong Excel, SAP, Power point, and overall systems capabilities preferred
Proven abilities in developing innovative ways to solve easy to very complex problems
Strong customer facing experience and roles preferred
Proven abilities in change management
Prove abilities in conflict resolution and excellent communication
Strong interpersonal skills including the ability to handle and manage conflict is required
Possess good organizational skills
High ability to multitask and prioritize workload and achieve objectives in a timely manner is required
Ability to think independently, make decisions, and influence outcomes is desired
Strong ability to communicate clearly both written and orally is essential
Prior experience as a Customer Service Advisor role is helpful
Prior SAP experience is required
Excel Knowledge required
Possess good organizational and analytical skills
Ability to make quick and accurate decisions, negotiate, and solve problems

Manager, Customer Service ILS Resume Examples & Samples

Responsible for ILS Lead on major programs
Oversee ILS functions such as plan, manage and report on logistics activities
Actively manage the generation and maintenance of logistics data for electro-optical infra-red sensor systems and associated support equipment,
Responsible for the performance of Level Of Repair Analysis (LORA), and Reliability Centered Maintenance (RCM) analysis as required by contracts
Generation of new business ILS proposals and work estimates
Participate in New Product Introduction (NPI) teams regarding maintenance support issues
Oversee daily interface with Engineering, Procurement, R&O, and other ILS disciplines such as Technical Publications and Training
Generation of contract deliverable support plans and data submittals
Excellent Leadership Skills
Maintenance analysis/planning
Process engineering and metrics management
Writing proposals
Skilled user of Microsoft Office tools with emphasis on Word, Excel and MS Project
Understanding of Integrated Logistics Support (ILS) processes and standards such as Def-Stan-60, MIL-PRF-49506 and MIL-STD-1388-2B
Above average communication and problem solving skills
Must be able to travel to US, and overseas, if required
Eligible to meet the Controlled Goods Program requirements and be able to hold a Canadian Security Clearance
Minimum of 10 yrs. of ILS/Logistics/Product Support experience in the aerospace and/or defense industry of which minimum 2 yrs in managerial capacity
Engineering or Technologist’s degree with maintenance planning experience, preferably of electro/mechanical/optical systems, and/or related technology
Reliability, Maintainability, Availability experience is required

Manager Customer Service Resume Examples & Samples

3+ years of Customer Service/Call Center experience, Business Manager or Workforce Manager
Previous experience with Process Improvement AND Product Life Cycle Management
Previous experience with Business Processes Improvement (whether at a Call Center or other organizational levels)
Familiarity with Human Resources Background/Practices
Familiarity with Workforce Management/Processes
Experience with MS Excel including data entry, sorting, creating and modifying spreadsheets
Experience with MS Outlook including the ability to send/receive email, set out of office, and update calendar
Experience with MS PowerPoint including presentation creation
Experience with MS SharePoint including document access, sharing, storage
Bachelor's Degree or Higher preferred
Knowledge of Call Center systems such as CMS, IEX, CTI and TCS preferred

Manager, Customer Service Resume Examples & Samples

Manage a team consisting of 12-15 associates tasked with providing exceptional phone and transaction based customer service, cultivating an environment of inclusiveness within the team
Provide coaching and identify development opportunities for individual team members pertaining to personal and professional growth
Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the end result of delivering quality service efficiently
Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience
Drive quality phone service by being involved in call quality (SQM) initiatives. Coaching for results using monthly reports from surveys and feedback
Utilize data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events & understanding of capacity model data
Partner with training, quality, Compliance, Legal, and other areas to reinforce system, departmental, and administrative procedures
Utilize performance management and understand the importance of holding associates accountable to metrics
Ability to learn and become proficient with products and procedures
Other duties and/or special projects as assigned
Celebrate successes
Excellent collaboration skills to partner with business leaders to drive Genworth culture through alignment of processes and practices
Demonstrated ability to influence, negotiate and communicate with internal and external customers through verbal and written formats
Ability to interpret data and analyze trends on inventory/capacity/service levels
Bachelor’s Degree or a minimum 4+ years prior leadership experience

Manager, Customer Service Resume Examples & Samples

Oversee the operation of a call center team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management
Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results
Implement activities that drive employee engagement and support the desired company culture
Drive quality phone service by being involved in call quality (SQM) initiatives. Coach for results using daily, weekly and monthly reports from surveys and feedback
Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events & understanding of capacity model data
Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external)
Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate
Provide recognition and celebrate successes
Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats

Operations Manager, Customer Service Resume Examples & Samples

Manage AWS Customer Service operations in Seattle and constructively engage and support global efforts across all CS sites (Cape Town, Dublin, Seattle, Sydney and Tokyo)
Responsible for delivery of continuously improving operational metrics and service levels for the Seattle site within AWS Customer Service
Drive projects that improve customer support-related processes and our customers' support experience
Oversee management and performance of AWS Customer Service teams in Seattle
Represent the AWS Voice of the Customer to ensure improvements are driven within the Seattle site
Work with the Global Site Leaders who directly manage CS teams to influence operational execution in a matrixed organization
Develop key metrics and performance indicators to measure overall performance and provide foundation for continuous improvement
Co-define the next 12-24 month customer service and self-service roadmap. Drive the full definition of and delivery against the new capabilities specified in the roadmap
Proven experience in managing Customer Services or equivalent high performance operational teams is a must
Proven strong leadership skills to manage changes and critical issues in a highly dynamic environment
A history of taking a metrics-driven approach to problem solving and planning
The ideal candidate will have a strong customer focus and exceptional analytic skills
Flexible work schedules (weekends and/or evenings)
He or she will have strong experience with quality engineering, process improvement, and operational excellence
He or she will have a strong reputation for attracting and developing the best talent
5+ Years of Management Experience
Master’s degree

Manager Customer Service Resume Examples & Samples

Strong project management, interpersonal, leadership, organization, presentation, problem solving, and decision making skills are required
Strong working knowledge of Microsoft suite of products, Internet, etc. required
Exercises good independent judgment and is self motivated
Knowledge and experience with a corporate telephony system a plus
Reliable attendance and punctuality is critical to successful performance in this role

Manager, Customer Service & Claims Resume Examples & Samples

Ensure that all passenger inquiries and complaints are handled accurately and professionally
Monitor the effectiveness of customer service program through audits of train crews and review of all KPIs
Work closely with the third party administrator’s Claims Adjuster to resolve all third party claims on the Camden and Brunswick Lines
Responsible for scheduling for the customer service team to ensure staffing levels, covering vacancies as needed
You hold a bachelor degree in a related field
You cumulate a minimum of 5 years of work experience in a position with similar duties or in a customer service or communications position
Must be proficient with Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook, etc.)

Manager Customer Service Resume Examples & Samples

Develop and implement initiatives to extend capabilities and scale to support the business through executing with excellence an outsanding service to internal and external customers. Analyze relevant data to determine root cause and implement improvements to customer service outputs. Build and maintain a team that is continuously trained and focused to assure customer service standards
Develop and maintain effective relationships within Global Shared Services and Business Units to establish effective service relationships. Contiuously benchmark externally and internally with GSS centers around the globe to create, participate and implement regional or global projects to enhance productivity and customer service
Have a sustainable customer service quality by maintaining contact with customers, visiting operational environments as well as establishing, aligning, monitoring, analyzing and communicating service metrics and implementing changes. Establish strategic relations with top customers in order to develop and implement projects that will enhance the customer supply chain. Handle complex and escalated customer service issues as well as track customer complaint resolution
5 or more year’s customer service with sales experience preferred

Manager, Customer Service Resume Examples & Samples

Assist in the Hiring Process
2 years call center/collections experience
2 years strategizing Dialer campaigns
Approximately 5 years in the auto finance industry
Previous experience in creating training manuals and documents
Clear understanding of the policies and procedures of the GOLF Dialer Department and the values of the Company and a proven ability to uphold them consistently in all situations
Must have proven track record of understanding, implementing, and enforcing PNP and working efficiencies of a call center department
Ability to maintain a positive attitude and calm demeanor when working with a range of personalities, different levels of employees and managers
Experience of interpreting and implementing complex policy and guidance across a broad range of areas
Must be able to prioritize, demonstrate strong time management and maintain work flow with minimum direct supervision
Must be service oriented and possess strong written and verbal communication skills
Ability to read and comprehend high level of instruction
Ability to effectively apply common sense understanding to carry out instruction in written and oral form effectively
Ability to create and present training material in front of an audience

Business Manager Customer Service Resume Examples & Samples

Set priorities for the team to ensure task completion and performance goals are met, such as: Quality, Adherence, ASA/Service Level, UES, AHT, and Employee Engagement
Manage and accountable for professional employees and/or supervisors development and growth
Direct phone-based customer interaction to answer and resolve a wide variety of inquiries.,
3+ years of customer service/call center experience
Experience with relational databases, complex queries, macros, switchboards and integration with other Microsoft Office applications within Microsoft Access
Knowledge of Call Center systems such as CMS, IEX, and CTI
2+ years experience as a professional leader/supervisory role within an organization
Prior experience leading personnel towards the attainment of exceptional performance results

UX Manager, Customer Service Resume Examples & Samples

6+ years of experience as a user experience designer, information architect, interaction designer, or similar
2+ years of experience managing a collaborative multi-disciplinary team including designers, researchers, and writers
A portfolio of work demonstrating human-centered design solutions, and showing your ability to turn ideas into strong and unique creative vision
Experience leading design for a variety of form factors, including mobile, desktop, and voice
Experience leading and delivering on full-life-cycle design projects--from design strategy through execution
Relentless desire for innovation, tempered by business needs and customer expectations
Excellent communication, interpersonal, storytelling, and analytical skills, including the ability to present design concepts clearly and persuasively to colleagues, partners, stakeholders, and senior executives
Top-notch business writing skills
Bachelor's degree in design, psychology, business, human-computer interaction (HCI), or related field required
Experience designing experiences for customer service, transportation and delivery tracking, or ecommerce systems
UX design expertise across global markets
Expertise in UX performance optimization using qualitative and quantitative assessment
A Master's degree in HCI, management, information science, or related field

Business Manager Customer Service Resume Examples & Samples

Sets priorities and monitors team performance by reviewing operational metrics and listening to and observing call management techniques
Continually stays abreast of operational performance. Identifies and resolves operational problems using defined processes, expertise and judgment
Implements strategies to improve operational performance including call management, call back rate, transfer rate, quality, response accuracy and United Experience Survey. Adapts departmental plans and priorities to address business and operational challenges
Works closely with site leadership to implement, coordinate both strategic and tactical plans to enhance operational and service performance
Fosters and maintains a collaborative relationship with internal and external business partners to ensure customer satisfaction and profitability
Regularly leverages various communication channels, including one-on-one and skip level meetings, new hire class leadership interactions and focus groups to foster two-way communication. Inspires employees to see the link between their position and personal performance to organizational strategy, company performance and the UHC brand
May participate in cross-functional project teams that ultimately improve the member experience. Contributes subject matter expertise and/or carries out project assignments in a timely and effective manner
Excellent oral and written communication and presentation skills. Convey thoughts (orally and written) in a clear, concise and timely manner appropriate for the audience

Manager Customer Service Resume Examples & Samples

Appropriately measure performance of all teams to proactively address any directional changes required
Work closely with GSRC Manager to verify team and individual performance goals are appropriately set and measured to meet customer requirements and employee development goals
Work with GSRC (and sometimes Sales and Marketing groups) to understand potential new customers, offerings, and understand what is needed to deliver to goals. Provide feedback to provide planning for involvement, identifying capabilities and opportunities (barriers)
Understand strong points of Quality Management process (HOS), and follow principles of standard implementation framework (Accountability meetings, Standardized Work, Visual Management, TPM, Design for Flow, Continuous Improvement, 5S, Built in Quality, Set up Change Over Reduction, Communication Plan adherence, etc.)
Understand support mechanisms, including support software, hardware, personnel, and vendors and identify any barriers to maintaining the full disaster recovery and business continuity process. Adhere to processes that ensure barriers are identified and addressed quickly to ensure minimal customer impact
Schedule and maintain regular communications with leadership of supported functions (Example: HPS, HUS Projects, HTSI, HBS Branches, etc.)
Understand delivery requirements of HBS Field, HUS, Remote Diagnostics, TAC, FAST Support/Delivery structures
Primary orientation towards process/systems, speed, cost, quality, customer value creation and results
Cognitive skills, Analytical and Problem Solving skills, as well as the ability to provide sound reliable judgment in complex situations
Operational planning and execution skills. Demonstrated Program Management skills
Ability to work collaboratively with other managers in a matrix team environment with a win-win orientation

Manager, Customer Service, SCM GC SPE Resume Examples & Samples

Manage the activities of the customer service team to ensure data accuracy and on time delivery. Develop and establish customer service policies and process to ensure efficient and effective fulfillment to customer orders
Partner with supply chain and other functions to drive effective balance between business KPI's - service levels, working capital (inventory), and cost to serve. Balance customer needs and business strategy to achieve win-win purpose
Act as Voice of the Customer to the supply chain and manufacturing team representing customer feedback, CTQ's, and resolution of customer issues. Drive differentiated customer service strategies- including productivity improvements, streamlined order management and standardization of processes
Initiate, lead or participate in significant customer service projects that are value added and aligning with supply chain strategies. Lead and coach Customer Service Team, ensure best practices are shared & utilized
Work with commercial leaders closely to achieve monthly sales target by providing order loading report and organizing closing activities

Senior Project Manager Customer Service Resume Examples & Samples

Budget responsibility for existing and new innovative projects, systems & tools developments for customer service
Owning the project roadmap and timelines
Running RFPs for new projects together with the procurement department
Managing contracts together with the legal team
Providing updates on Project progress to the CS Manager
Managing the project managers and coordinating implementations across teams together with the site coordinators
Escalating any issues which impact the delivery . success of any projects to the CS Manager
Management, development, documentation and implementation of new CS projects, tools and process enhancements to improve CS operational efficiency
Development of business cases for new innovative CS tools, projects and process engineering
Driving the quality of CS by ensuring the correct execution of process, tool and system use together with site operation managers
Supporting the CS System manager with defining and documenting the requirements for the CS system roadmap
Ensuring CS requirements are included in RFCs for IT when required
Analysis of existing Customer Service processes and identifying gaps / differences between existing processes and those required for the new projects and suppliers
Ensuring CS process updates are included into the business process model together with the business process manager
Ensuring correct CS work instructions are in place supporting process execution together with the knowledge base specialists for inclusion in the knowledge base
Coordinating and driving the successful timely implementation of new projects and processes together with site coordinators and the external vendors
Defining key project and process success criteria
Ensuring end to end CS requirements and processes are included in all customer touch points / other business areas managed projects
Drilling down to the root cause of unsuccessful business processes and finding solutions to improve customer service / customer experience
Providing the Senior Manager of CS for Europe with weekly project, process and tool updates
Escalating Issues to the Senior Manager of CS for Europe where project process, tools and solution deadlines cannot be met
Travel: 10%
Knowledge / understanding of CS end to end processes in relation to financial and warehouse operations / order management systems and functions
Excellent Excel, Project Office, PowerPoint skills, Visio skills (preferred)
Proven ability to draw conclusions from project and process analysis and clearly present findings
Excellent communication skills to all levels of he organisation
Familiarity with adidas processes and tools
Pro-active attitude
Solution driven
A minimum of 4-6 years’ experience of managing cross department / functional projects in Customer Service
Minimum of 6 years of work experience in project management
Industry specific experience preferred

Manager, Customer Service Call Center Resume Examples & Samples

Manage call center day-to-day work, assignments, training, and service issue resolution; ensure metrics and service standards are met for optimum customer experience
Identify, create, monitor, and maintain key performance indicators including but not limited to teammate productivity, quality audits, and departmental service level agreements
Provide consistent, visible, timely, and effective communication to team on team goals and objectives and progress toward those goals
Evaluate call center processes and procedures; suggest and implement methods to minimize labor costs and to improve operations, efficiency, and service to internal and external customers
Oversee patient information and records to ensure that all documentation is created and maintained in accordance with HIPAA regulations and to ensure the accurate service is provided
Assist in the development and implementation of Standard Operating Procedures (SOPs) for all call center functions
Participate in requirements gathering and implementation of new IT applications; ensure appropriate relevance of applications or tools to call center purpose and teammates
Participate in all daily, weekly, and periodic work/management meetings with peers and senior operations leadership
Review performance metrics with senior operations and DaVita Rx leadership on an as-needed basis
Manage departmental labor budget and miscellaneous expenses
Maintain current knowledge of call center operations issues and trends through education, seminars, and research
Travel required: up to 15%, varying by month based on business needs
A comprehensive benefits package designed to enhance your health, your financial well-being and your future
Commitment to and role model of DaVita's values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, teammates, management, physicians, and/or vendors (Village Service Partners) in everyday performance and interactions
Strong understanding of business process with the ability to translate business requirements into technical requirements and deliver requested output timely and accurately
Demonstrated ability to understand key financial, clinical, and operational drivers affecting business
Willingness and desire to create a team learning environment and to foster a positive, fulfilling work environment
Supervisory experience or demonstrated willingness, desire, and ability to supervise with aptitude for coaching, mentoring, training, and developing teammate performance
Strong written, verbal, and interpersonal communications skills including ability to listen attentively and to communicate information clearly and effectively
Demonstrated interpersonal, collaborative, and relationship-building skills; ability to interact positively with teammates at various levels across the company and customers
Demonstrated commitment to ongoing personal and professional development
Demonstrated ability to work effectively at both detail and big-picture levels and to drive projects forward

Manager, Customer Service Resume Examples & Samples

Ability to establish and manage key operational performance indicators
Experience with capacity planning and work force management a plus
Ability to influence and mobilize resources to achieve results both internally as well as vendor results through the sharing of best practices and results management
Create, implement, maintain and monitor process controls within aligned functions
Formidable analytical and problem solving skills
College degree preferred and Six Sigma or Lean experience a plus
Minimum of 2 years people leadership experience
Ability to travel domestically and internationally to Prudential and vendor sites periodically, up to 20%
Will be required to obtain Operations 99 license within 180 days of hire

Manager, Customer Service Resume Examples & Samples

Must have at least 5 years of experience in front-line customer service
Must have at least 3 years of supervisory/management experience
Demonstrated experience developing or maintaining input to a department budget
Demonstrated strong interpersonal and collaborative skills
Typically posseses 7 years of front-line customer service experience
Has the ability to work in a fast paced environment, adjust to changing priorities, and balance support and project work
Demonstrated organizational skills, extreme attention to detail and ability to work both independently and as part of a team
Accountable for timely response, customer follow-up and customer satisfaction for all Level 1 ITS incidents and requests reported through the CSG
Owns and manages the lncident Management, Service Request and Continuous Service Improvement processes for the CSG. Suggests process and technology improvements to optimize performance
Recommends departmental goals and objectives. Implements and communicates to staff. Reassesses or redefines priorities as appropriate in order to achieve performance objectives
Manages daily operations of unit and provides specific technical expertise for function supervised. Directs and manages the delivery/deployment of complex projects and lends technical assistance to others as needed. Resolves problems referred by staff
Consults with users on project requests or for problem resolution. Develops solutions, designs and specifications to satisfy user needs. Develops project schedules; plans and estimates staffing and other resource requirements. Supervises the work of staff to ensure project plans and schedules are adhered to. Follows up with users to ensure satisfaction with services provided
Controls or monitors departmental budget and provides input for budget development
Coordinates with vendors to obtain proposals for purchases of hardware, software and technical services. Analyzes proposals and makes recommendations. Orders, ships and/or receives goods or services. Verifies purchases
Participates in development and documentation of internal operating policies and procedures. Assists in development and dissemination of policies and procedures for users. Provides interpretation as required
Serves as a primary source of information regarding department services. Links department with other university offices to ensure services are effectively coordinated
Coordinates and collaborates with other ITS departments to provide seamless customer services
Networks with professional counterparts inside and outside the university. Participates in professional associations to stay informed of new developments in field and technology changes. Makes recommendations to senior management regarding technology changes based on developments in field and business needs
Develops and implements security related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with University Public Safety Department. Promotes and maintains standards for security conscious awareness and behavior. Maintains knowledge of university’s crime prevention and suppression programs and services. Ensures dissemination of security related information to staff
Bachelor’s Degree in Computer Science or related field
7 years of front-line customer service experience
Training/certification in ITIL service management processes
Directly relevant supervisory-level experience in MIS field
Experience developing or maintaining input to a department budget

Manager, Customer Service Resume Examples & Samples

5+ years of experience in a call center environment
2+ years of supervisory or leadership experience required
Knowledge of customer service techniques and standards
Banking or Bill Payment experience preferred
Diligent Time Management and analytical skills

Manager Customer Service Resume Examples & Samples

Manage multiple call teams for quality, performance, productivity and schedule adherence
Monitor business level reports daily, weekly and monthly to ensure goals are met
Provides expertise and customer service support to members, customers, and/or providers
Manage hiring, employee development, quality, performance, productivity and schedule adherence of team
Monitor individual and team performance reports daily, weekly and monthly to ensure goals are met
Oversee quality and incentive programs for staff
Ensure that teams are appropriately staffed to meet state requirements, in partnership with workforce management
Manage team employee engagement activities as well as team communications, ensuring that employees are respected, engaged, and productive
Provides expertise and customer service support to members, customers, and/or providers. As appropriate, support staff by taking escalated member calls (identified by MCO staff, State staff, providers, advocate, organizations, and members.). In peak times, support team by making outbound calls
Operates with high independence and accountability, as this persons manager will not be on site
Adopt a test and learn approach to continuously identify opportunities for improvement, testing and measuring new ideas, and quickly implementing successful changes across the team that represent the needs of our members as well as the business
Influence or provide input to Health Plans on operating performance, issues or opportunities
Participate in operations planning discussions with the Member Engagement Team
Attend monthly and quarterly meetings to review quality of service, performance metrics, call type reporting, etc, to identify opportunities to improve the member experience
Execute policy and procedural changes that result in improved member access and quality of care
Carry out responsibilities in accordance with the UHG's policies and applicable laws
PowerPoint experience helpful
Previous healthcare experience preferred
Bilingual in English and Spanish preferred
Six Sigma experience preferred
Call Center technology (i.e. Avaya, IEX) experience a plus

Flood Manager, Customer Service Resume Examples & Samples

40% - Oversees and manages Customer Service
Provides leadership to and manages the work activities of direct reports (directly) and other department employees (indirectly). Develops and maintains efficient work flow patterns, effectively outlining duties, responsibilities, suitable staffing levels, and systems to attain acceptable SLA levels
Directs the preparation of special reports and analyses for area(s) of responsibility ensuring they are complete, accurate, and on time. Monitors, resolves, and reports issues pertaining to compliance, customer service, and employees
Responds to and resolves issues that escalate beyond the supervisor and/or team lead level in a timely and positive manner. Investigates and reviews responses to complaints concerning their area of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply
Establishes, maintains and analyzes operational metrics. Analyzes data to identify trends and opportunities for operational changes or improvements to exceed customer expectations and decrease expenses. Insures operational practices are accurate, timely, cost effective, and efficient
20% - Manages the development and implementation of our People Strategy
Hires, develops, evaluates, and when necessary, disciplines and discharges subordinate personnel. Incorporates advancement when feasible and cost effective
Establishes standards for effective job performance and evaluates subordinates according to such standards and creates opportunities for professional development of staff
In conjunction with training and QA staff, monitors training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives
Supports function-specific orientation and training programs for area personnel
Develops and continuously monitors personal performance management plans. Conducts regular staff meetings and individual meetings with direct reports
10% - Assists with business planning
Develops short and long-term goals and plans with management and direct reports for area of responsibility
Determines appropriate capacity planning within the department to meet goals and company strategic plans
Develops and manages budget requirements to ensure financial responsibility for the department
Forecasts, develops and manages the budget of the department and communicates these results and the department’s performance to management and employees as appropriate
15 % - Develops and deploys customer experience and client relationship strategies for area of responsibility
Serves as a liaison with other departments ; establishes and maintains the working rapport necessary to develop cooperation and effectively integrate services into the company’s overall customer experience and technology strategies
Collaborates with management and other core business partners to ensure continuous, on-going improvement of processes, methods, quality and productivity. Researches, sponsors and implements process and/or quality improvement plans and internal system enhancements
Actively contributes to key corporate projects relating to Flood Solutions and final need to ensure customer expectations are met
Supports business initiatives through interaction with other business areas, participating in defining business requirements, implementing and managing change within teams, and continuing to enhance processes to create efficiencies
15% - Department Risk Assessment
Ensures compliance with regulatory agency guidelines and standards as well as client requirements
Develops and secures approval of policies designed to meet service level agreements and regulatory requirements
Remains abreast of developments in the field(s) of customer operations by pursuing a program of self-development. Participates in professional organizations, interacts with peers and reviews pertinent literature
Directs and manages a team that includes Supervisors and other customer service associates
Management responsibilities for all customer service teams
5 years’ experience in insurance or related business
3 years of progressively more complex management responsibilities
Excellent written and verbal skills to communicate with management, customers, agents, counselors and other employees of the organization
Ability to work with frequent interruptions and under deadlines
Ability to work under pressure and balance multiple projects/tasks at one time
Ability to work collaboratively with others to generate ideas or resolve problems
Ability to present a professional image and to encourage subordinates to do the same
Ability to establish courses of action for self and staff to ensure efficient completion of work
Leadership abilities to inspire and coach employees to accomplish strategic goals and related tasks
Ability to process complex time sensitive data and information from multiple sources, , makes decisions based on this data, and to effectively communicate the related required actions to a broad audience
Understands Human Resource policies and procedures as well as Contact Center policies and procedures
Working knowledge of Word, Excel, Access, Visio, MS Project

Manager, Customer Service Resume Examples & Samples

Education or experience equivalent to a 4-year college degree is required
At least six years related is required
Experience and understanding of customer care center administration, systems and reimbursement methodologies
Demonstrated success in customer and staff management
Strong operational, problem solving and supervisory skills

Manager, Customer Service Management Resume Examples & Samples

Decisions have a short term impact on work processes, outcomes, and customers
Interacts with subordinates, peer customers and suppliers at various management levels may interact with senior management
Gains consensus from various parties involved
Manages subordinate supervisors who supervise employees in the Enrollment and Eligibility Reimbursement Call Center of the Sonexus Health Access and Patient Support Services
Responsible for the overall direction, coordination, and evaluation of this unit.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Develops call center systems by developing customer interaction and voice response systems, and voice networks; executing user acceptance test plans; planning and controlling implementations
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Meets call center financial objectives by estimating requirements; preparing an annual budget with the support and guidance of the financial department; scheduling expenditures; analyzing variances; initiating corrective actions
Maintains equipment by evaluating equipment; calling for repairs and evaluating upgrades
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
Recording statistics, user rates and the performance levels of the center and preparing reports
2-6 years’ experience in a management role within a HUB (call center) setting in pharmaceutical or insurance industry preferred
Background in insurance/claims processing preferred

Manager, Customer Service Resume Examples & Samples

Handles higher level inquires by researching, investigating, and responding to customers
Work with appropriate departments (Sales/Distribution) to provide world class service to our customers
Prepare call center performance reporting reports for management and clients
Develop schedules, track attendance and breaks
Check call log files for accuracy and completeness
Represent Customer Service Department on conference calls and on individual calls or emails with clients or vendors
Handle customer inquiries and orders as overflow to the Customer Service Representative Department
Handle escalations or more difficult or complex customer issues
Plan and implement improvement initiatives as needed for continuous improvement
Advanced degree (MBA, Master’s) preferred
8+ years progressive customer relations experience required
5+ years in a leadership role (direct or indirect)
Prior managerial/supervisory experience
Periodic travel is required, including the potential for international travelHigh degree of proficiency MS Office Suite, Outlook & Internet applications
Strong verbal and written communication skills (including analysis, interpretation, & reasoning)
Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients
Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment
Self-motivated with critical attention to detail, deadlines and reporting
Ability to read, write, and comprehend simple instructions, short correspondence, and memos

Manager, Customer Service Resume Examples & Samples

Manage the workflow of the customer service function and communicate standards
Analyze department performance; develop, implement and maintain production/performance standards in line with Company goals and objectives
Review, investigate and resolve inquiries regarding customer service issues for internal and external customers

Manager, Customer Service Mgmt Resume Examples & Samples

Manages department operations and supervises professional employees, frontline supervisors and/or business support staff
Participates in the development of policies and procedures to achieve specific goals
Ensures employees operate within guidelines
Interactions normally involves resolution of issues related to operations and/or projects
Setting and meeting performance targets for speed, efficiency, sales and quality  Managing the daily running of the APS Center
Maintaining up-to-date knowledge of industry developments and involvement in networks
Monitoring random calls to improve quality, minimize errors and track operative performance
Handling the most complex customer complaints or inquiries  Develop staffing, including shift patterns and the number of staff required to meet demand
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
2-6 years’ experience in a management role within a HUB (call center) setting in pharmaceutical or insurance industry required
Background in insurance/claims processing a plus

Manager Customer Service Manager Resume Examples & Samples

Work closely with the Client Director and relevant internal functions within HDS (CS&S, GSC, GSS, SOC, Sales account teams and MCS Business Unit) to ensure all resources are assigned and effectively utilised
Act as the operational Management contact and escalation point in relation to delivery of all MCS Services at assigned Customer site(s)
Work closely with the Client Director as well as other HDS departments (i.e. Finance/Business Ops) and Customer to ensure effective delivery & implementation of additional infrastructure, software and services
Work closely with the Client Director as well as other HDS departments (i.e. CS&S, GSS and Finance/Business Ops) and Customer to ensure accurate and effective delivery of all contracted SLAs and development of a continuous Service Improvement Plan
Be an active member of the MCS governance team and attend regular meetings with customer as laid down under the Governance Schedule
Provide full Service and Management reporting information to HDS and Customer as defined/requested and liaising with SOC to ensure timely and accurate delivery of SOC Performance and Chargeback reporting
Continually develop personal skills and experience
Maintain up to date knowledge of all core Hitachi Data Systems products and services
Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation

Manager, Customer Service Resume Examples & Samples

Grade 12 or equivalent
Tertiary qualification
Interpersonal savvy
Driven for results
Adaptability
Self Motivated
Passion for Service Excellence

Manager Customer Service Resume Examples & Samples

Champions Customer Service in the banner and analyzes all aspects of existing and new programs with a customer centric viewpoint
Manages the strategic development of Customer Service initiatives that will make us #1 in Customer Service
Initiates and plans the development of customer service strategies and service programs
Drives the rollout & implementation of store and support center training programs
Develops measurement and monitoring reporting and analyzes collected data to recommend a course of action for improvement
Manages contests and recognition programs at the retail stores
Accountable for soliciting customer feedback, implementing improvement and maintaining high customer service quality at the stores
Partners with the Front End Team, Grocery, GM and Fresh in order to build customer service programs that are consistent across the Company but support the unique needs of each department
Establishes and implements short and long range organizational goals, objectives, strategic plans, policies, and operating procedures in the area of customer service
Partners with community leaders or outside resources to build relationships for customer service initiatives
Partners with Loss Prevention to monitor store performances and to pick up trends that may be merging
Teaches, coaches and models exemplary customer service
Provides internal customer service with advice and guidance to various parts of the business
Advises associates and/or customers related to application of policies, procedures and documentation regarding customer service
Resolves service problems as they arise and ensures customer service satisfaction
Compiles, processes and analyzes data available in the areas of responsibility; resolves data discrepancies; provides data information by answering questions and requests
Prepares documents and composes routine correspondence in the areas of customer service; ensures timely responses to a variety of written requests
Influences the design of new customer service programs
Collaborates in the development and recommendation of operating policy and procedural improvements by assisting in problem solving, project planning and development and execution of stated goals and objectives
Must have strong project planning and execution skills
Must have the ability to work in cooperation with others to achieve results
Demonstrates excellent verbal and written communication skills to interface with all internal and external contacts effectively
Proven analytical skills
Possess leadership skills and the ability to motivate others to achieve desired results by providing direct dialog and personnel evaluations
Excellent PC and related application skills
Ability to communicate effectively with all levels of management
Role models positive interactions with customers

IB Manager, Customer Service Resume Examples & Samples

Monitor and schore calls; coach all CCR levels
Manage, train, and mentor call center Team Leaders and guide multi-brand CSR’s to execute job duties
Assist in organizing and directing daily activities of center operations
Resolve problems and complaints, monitor CSR and center performance
Assist in planning, scheduling, staffing, training, performance, and disciplinary reviews
Manage Service Levels & CCR phone adherence
Complete Performance Appraisals
Successful delivery of Special Projects
Communicate interdepartmentally
Contribute to all aspects of the hiring process
Day-to-day management of the contact center
Handle disputes & escalated issues
Independently learn Product and End Markets
Effectively manage and prioritize work
Contribute to building a positive team environment and keeping morale high
Support the Team Leaders in meeting monitoring goals
Train policies and procedures (and have the ability to travel as needed)
Review scorecards
Account Maintenance
Become certified in 2 systems and all IBI Brands
Assist in providing special pricing to the sales department
Provide special handling for orders and credits
IT Testing
Strong system and problem solving ability along with good negotiation and closing skills
Excellent analytical skills with the ability to make sound judgment on customer service issues
Experience in successfully interacting with all levels of management across multiple departments
Strong phone voice with the ability to handle and resolve upset customers problems/concerns
Successful experience leading, developing, and motivating employees; people builder
Motivated, upbeat, high energy and positive attitude a must
5+ years call center experience in a leadership role
3+ years experience managing a staff of 15 or more
4+ years call center experience preferred

Manager, Customer Service Resume Examples & Samples

Ability to anticipate and plan for opportunities to improve the customer experience as well as employees experience with Prudential. 　
Responsible for all aspects of talent acquisition, retention, performance evaluation and staff management.　
Ensures quality of work produced exceeds service standards.　
Develops and implements complaints resolution procedures and ensures complaints are handled effectively. 　
Ensures quality and service standards are maintained along with customer specific performance guarantees. 　
Ensures effective completion of all training programs for incoming employees and recommends continuing education and training for existing staff. 　
In partnership with peer group, suggests continuous improvement/best practices relative to effective call center management, including review of existing operating procedures and process, to ensure the best possible customer experience is maintained while improving efficiency.　
Proven success building team morale.　
Oversees the analysis and results of customer surveys, including input on how/when customer input is received.　
Responsible for coaching and developing staff and building high performing teams in multiple product areas　
Performs glide path analysis of all new hires, to evaluate hiring practices, training effectiveness, coaching opportunities and overall trending of talent selection.　
Typically requires 3-5 years of proven leadership experience, preferably within a Contact Center environment
Requires strong collaboration skills.　
Understands and works within operational budgets

Project Manager Customer Service Resume Examples & Samples

Communication via phone/email with our customers to assist them through the various points of the Au-pair journey
Collecting and checking compliance pieces including the necessary follow-up
Making sure requirements for program participation are met
Proactively improving our Au-pairs’ experience of the program
Supporting Au-pairs through challenging times during their program participation
Handling administrative duties related to the application process of our Au-pairs
Providing support to other teams involved in the au-pair life cycle

Manager, Customer Service Quality Operations Resume Examples & Samples

Responsible for managing, directing and evaluating the Customer Service team procedures and workflow and ensuring that the center operates efficiently, effectively and with a customer excellence mindset at all times
Develop, implement, and monitor training programs, including testing / evaluation processes
Create, maintain and implement SOPs to achieve departmental goals
Conduct call quality monitoring and call coaching training sessions each month. Provide feedback to customer service representatives on other daily performance and behavioral evaluations in a timely manner
Design, develop and implement global KPIs and work closely with the global managers and supervisors on methods to best achieve global KPIs and to ensure consistency of training, processes and performance
Responsible for weekly/monthly/bi-annual analytical reporting and dashboard management (e.g. productivity, average time spent in any process, average response time, NPS, etc.)
Assist with onboarding of new employees by communicating expectations regarding processes, training and evaluation
Responsible for analyzing data including customer-supplied vendor scorecards, NPS surveys and service complaints to identifying improvement opportunities and drive action plans to resolution
Ensure a culture of continuous improvement through daily and weekly meetings focused on improving the customer experience and productivity (e.g. LEAN)
Help plan, implement and analyze new global operational initiatives that impact the customer's experience
Keep current with industry news and changes impacting the customer experience
Education: Associates degree from a college or university and/or a minimum of five years’ related experience and/or training; or equivalent combination of education and experience
Certifications: LEAN certification a plus
Experience: A minimum of three (3) years’ related experience in a call center environment and/or training; or equivalent combination of education and experience
Passion for customers and delivering the best possible service experience
Demonstrated ability to create and lead high performing teams to deliver team goals and results
Demonstrate ability to lead and influence peers and hierarchy
Understanding of Order to Cash process and related systems, specifically Oracle and Salesforce.com
Sense of urgency and proven ability to work under pressure
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
Aptitude for problem solving with analytical skills
Strong detailed orientation with collaborative approach to problem solving and decision making. Very organized, know how to prioritize and manage multiple projects, easily adapt to change
Interpersonal skills with ability to professionally interact with all levels of personnel required. Must treat others with respect; work with integrity and ethically: uphold organizational values
Knowledge of Integra and the products and markets in which we sell or equivalent medical device industry experience
Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment
Proven experience identifying, planning and implementing processes to deliver strong operational efficiency with quality
Results driven and resilient leader with positive and quick reaction to changing needs of the business
LEAN management/Kaizen knowledge a plus
Must be able to read and write in English. Must be able to demonstrate comprehension of written English by successfully completing unassisted written tests, including, but not limited to, Work Instructions and Standard Operating Procedures
Must observe company policies and safety procedures at all times
Flexibility to travel up to 10%

Product Line Sales Manager Customer Service Management Resume Examples & Samples

Lead our CSM sales strategy in your territory, directly engaging in competitive pursuits with responsibility for closing deals and exceeding quota
Be the voice of the customer; becoming a trusted advisor to our community of customers
Present our CSM solution directly to prospects, customers and at industry events and seminars; when appropriate, In partnership with assigned Account Executive and Solution Consultant
Ability to forge strong business relationships and connect with both C-level execs, operational management and staff at customers
Bachelor's Degree in business, marketing or related discipline preferred

Manager Customer Service Resume Examples & Samples

Coordinate daily activities of Customer Service operations to maximize productivity and ensure target goals are achieved
Strong analytical skills with an ability to interpret financial data
Have strong experience with the research and resolution of customer billing issues
Hiring, training and education
Act as liaison with Senior Leadership
Resolve issues escalated by staff

Manager Customer Service Resume Examples & Samples

Given a set of customer requirements, prepare project charters defining project objectives, deliverables, scope, schedule, risks, assumptions, constraints and financial impact
Given a project charter, define project resource needs, timelines and project methodology necessary for successful project completion
Following an established project methodology, manage a portfolio of projects from inception to successful completion
During the course of each project, manage the project resources, identify and mitigate risk, document and resolve issues, and take the necessary actions to accomplish project objectives and meet project schedules
Form and lead project teams consisting of a diverse group of committed resources including employees, vendors and other external parties
Prepare, manage and publish all relevant project documentation including project charters, meeting minutes, issues lists, budget reports, work breakdown schedules and status reports in a timely manner
Effectively communicate organizationally the status of all assigned projects, identifying any risks to deliverables, schedule or budget
Participate in the management of the Brunswick IT Infrastructure Project Management Office
Participate in developing the project management skills of the organization by supporting a continuous improvement environment. Provide assistance to other project managers when possible, identify opportunities for process improvements, and regularly enhance skills through continuing education
The ability to lead or manage teams is required
Excellent customer service skills are required. Must be able to deal effectively with a variety of customers in a demanding and service-oriented climate
Excellent communication skills, both written and verbal, are required
Excellent analytical and problem-solving skills are required
Must be organized, detail oriented and able to complete work in a timely manner with a high degree of accuracy
Must work with little or no supervision and be able to use common sense to make decisions within area of responsibility
Knowledge of the PMI project management standards is required
Experience using Microsoft Project is required
A Bachelor Degree or higher is preferred
Previous project management experience is required
Previous IT experience is preferred
Advanced education and certification in relevant fields is beneficial

Manager, Customer Service Resume Examples & Samples

Manage a team of Customer Service Representatives to ensure Service Level Agreements and Key Performance Indicators are met while providing a world class experience
Participate in team workforce scheduling, direction setting, and resource planning
Work directly with internal and external customers and partners to resolve issues and ensure customer satisfaction
Recommends changes to policies affecting multiple teams
Analyze metrics and call center data at an individual and team level to proactively identify trends and recommend solutions
Coaches and provides career development advice to staff
Works effectively and collaborates cross-functionally in a fast paced team environment
Ability to analyze information and evaluate results to resolve problems
2+ years management experience in a Customer Service or Technical Support call center environment
Leadership experience required, experience with goal setting and action plans for career development on a team and individual basis
Bilingual: English/Spanish or English/Portuguese
LI-JB2

Manager Customer Service Care Premium Resume Examples & Samples

Insights into the trade market
Change management skills
Lead the Customer Care Transformation work within own team. This includes Ask for More, delivering superior customer experience and providing Customer Service Operations Excellence
Actively drive proactive behavior to drive world class experience for customer
Build a highly-engaged and motivated team - manage boundaries, allocate resources and provide challenging and stretching tasks and assignments to develop the team's customer care competencies and ensure competencies and requirements are maintained from both the perspectives of operational execution, back-up and contingency cover
Drive commercial intelligence within own team. Attend regular or ad-hoc joint sales calls with sales team to understand and provide better service to customers
Drive continuous improvement of process performance and team

Manager, Customer Service Resume Examples & Samples

Lead assigned customer service teams
Act as a business partner with supply chain and commercial teams
Responsible for communication to Regional General manager, District Managers, Global Product managers and the field reps within their segment to proactively drive Commercial goals and objectives
Build cross functional working relationships within and outside of the Supply Chain to balance business needs, cost containment and customer needs
Act as Voice of the Customer to the supply chain and manufacturing team representing customer feedback, CTQ's, and resolution of customer issues
Resolve customer delivery issues, complaints, etc in a timely manner
Partner with supply chain and manufacturing teams to drive effective balance between business KPI's - service levels, working capital (inventory), and cost to serve
Drive implementation, operationalize and monitor standard order management rules
To ensure statistical information is produced, collated and analyzed on a daily/weekly basis to assist in evaluating the efficiency of the team and make recommendations on resource allocation and service improvements
Conduct annual TRP process, career development and one-on-one discussions with all team members

Manager Customer Service Resume Examples & Samples

Problem solving by daily review of open orders and planning/production results to recognize and deflect potential supply problems
Develop and lead proactive Customer Service teams that maintain effective customer relationships through order monitoring, expediting and follow-up communication with both Customers and Account Managers
Maintain up to date awareness of customer service techniques and technologies to implement system procedures, upgrades and training that lead to improved service opportunities
Perform a fundamental role by interfacing across multifunctional departments as necessary to meet customer expectations while balancing service, quality, and cost
Find opportunities to reduce overall expenses using new efficiencies with respect to Customer Service policies and procedures
Provide solutions to CSR’s in problem situations. Plan, organize and implement training for the CSRs to improve customer service abilities
Perform customer file creation and maintenance in BPCS and JDE as necessary. Supply information/queries/reports as required to achieve reporting goals and objectives
Supervise end of month activities between Billing and all Shipping Groups until all issues have been resolved and the process finished
Ability to organize and lead people effectively with strong supervisory skills. Strong knowledge of product lines and customer base essential to effectively balance service, quality and cost
Ability to analyze problems in order to determines root cause and corrective actions. Possesses the ability to balance maximum service levels with quality and cost parameters. Accept personal responsibility for decisions
Responsible to analyze production and shipping/delivery schedules to determine impact relative to customer expectations. Responsible to coordinate information from customer throughout internal supply chain as needed
This position supervises 20 employees and will oversee and coordinate the Domestic and International Customer Service Representatives to meet customer expectations
The position reports to the Commercial Director and/or the Supply Chain Director. Plans and completed work are reviewed only from an overall standpoint in terms of feasibility, compatibility, effectiveness and expected results
This position has responsibility for maintenance of customer relationships and satisfying customer needs and demands
Providing major accounts with assurances of supply and quality heightens this responsibility
Incorrect judgments could have impact on customer and profit retention
Bachelor’s degree or experience equivalent of 8 - 10 years in Customer Service Management

Manager, Customer Service Resume Examples & Samples

Bachelor’s degree in Business Administration or equivalent
Minimum of 5 years experience in a call center environment with two years of supervisory or leadership experience
Strong familiarity with the Card Services industry with an emphasis on fraud detection
Strong working knowledge of the Back Office debit/credit dispute process
Banking or Bill Payment experience is helpful
Working knowledge of MS Office (Word, Excel, Powerpoint, Access) internet and Outlook preferred
Dilligent Time Management and analytical skills

Qr-manager Customer Service Resume Examples & Samples

Plan, organize, direct, manage, and evaluate the customer service activities for QDFC, Develop and measure key performance indicators to determine and improve the effectiveness of all customer service activities, ensure all customer service activities support and strengthen the strategic objectives of the overall organization
Develop a CRM system using a computerized database to track information about a customer, such as purchases history, preferences and contact details to maintaining and strengthening client relationships for long term loyalty
Design and initiate personal shopping business by creating and training a personal shopper team to ensure VIP customers get the service level they expect to drive high value sales
Lead the customer service team to manage customer complains to ensure quick turnaround times in service recovery, identify root cause of repeat customer service issues and implement relevant checks to ensure repeat occurrence of these issues can be ceased
Monitor day to day customer interactions in retail, analyse customer service related information and evaluate the results to choose the best resolutions and alternatives to customer service challenges, and to identify opportunities to improve customer service
Coordinate with brands on brands specific service requirements if there is any, ensure each brands service strategy is implemented accordingly in the relevant locations to best project the brand image
Develop concierge service in line with 5 star service delivery to project QDFC as a top airport shopping destination
Organise, plan and conduct Mystery Shops internally within QDFC and by the respective brands to check service delivery from time to time to have excellent mystery shop scores

Account Manager & Customer Service Internship Resume Examples & Samples

Enrolled at a 4 year institution
Requires a GPA of 3.00 or higher
2018 Grad, This intern will be entering their senior year of college
Proficient use of Microsoft Office suite (Microsoft Word, Excel, PowerPoint)
Excellent analytical skills with ability to provide recommendations
Ability to plan, prioritize, and organize work effectively
Ability to work independently and effectively with others in a variety of settings
Innovative & Creative!
High Energy & Enthusiastic!

Associate Manager, Customer Service Resume Examples & Samples

Monitoring and reporting key performance metrics
Managing the talent on the team
Analyzing associate/team data and identifying growth and developmental opportunities
When appropriate, work with coaches and other resources to develop coaching plans for each individual on the team
Managing projects as assigned. Multiple projects are assigned to all associate managers with aggressive due dates
Experience managing a team required
Excellent written an oral communication skills
Proven success coaching staff, and partnering with peers as well as associates in other business units
Experience with Prudential's Performance Management process is a plus as hiring and planning is an important component of this role
FINRA series 6,63 and 26 (Registered Principal) and Texas Life licensed (incumbent will have 6 months to attain)

Manager, Customer Service Resume Examples & Samples

Manage all aspects with regards to PUMA.com’s 3rd party customer care center, including but not limited to the following
7+ years’ experience in customer service
3 - 5 years’ supervisory experience, ideally having this role inside a 3rd party inbound call center
Outgoing, positive, energetic individual with a customer-first focus
Strong leadership and decision making skills
Proven track record of identifying, analyzing, and solving problems within a customer care organization
Results driven individual with experience communicating results across all levels of the organization
Detail-oriented, demonstrate strong written and verbal communication skills
Bachelor’s Degree in Business Administration or a related field required
Experience working with and understanding call center tools and technology
Ecommerce background preferred but not required

Manager, Customer Service Center Resume Examples & Samples

Provide guidance and leadership to Customer Service Center representatives as well as advisors with client communications, problem resolution, prospectus interpretation, procedures, and collaborate with other departments within the company
Set quality and performance standards, establish goals, and provide written and verbal feedback to representatives through phone observations, one-on-one meetings, disciplinary meetings, and performance reviews
Develop, implement and adhere to a training program that will allow representatives to move through a defined career path
Providing input to be utilized in determining appropriate staffing levels
BA/BS degree or higher in a related field or equivalent business experience is required
Previous management experience a plus
Exceptional analytical and trouble-shooting skills
Exceptional coaching and team building skills
Excellent communications and listening skills
Self-directed and results oriented
Demonstrated leadership, management and motivational skills
Ability to lead and drive change

Manager, Customer Service Resume Examples & Samples

Manages and coordinates field operations for all Customer Service functions within geographically defined district. This includes meeting defined district goals and objectives. Forecasts personnel requirements through maintaining effective communication with Sales, Professional Services and other Service organizations
Manages direct reports. Conducts salary and performance reviews. Coaches. Guides the creation and implementation of individual career development plans. Schedules training for Customer Engineers as needed. Communicates and enforces all EMC policies and procedures. EMC Proven Professional Certification desired
Assigns account responsibilities effectively utilizing all available resources. Implements both Corporate and Customer Service policies and procedures and recommends revisions based on local business needs and areas of expertise
Ensures high degree of customer satisfaction through both direct and indirect contact. This will include maintaining close customer contact during the resolution of problem situations. Valid driver''s license and reliable automobile. Must carry a pager, travel required for customer contact
Schedules installation and service calls as required. Insures that the Installation Planning Document is completed for all installations. Monitors all local customer service actions to assure they are clearly communicated to all involved parties in a timely manner (Customers, Technical Support, Sales, Professional Services and other Service personnel). Assists Sales in presenting EMC to potential customers. Resolves account management problems. Provides Strategic Account interface as assigned
Maintains awareness and is personally involved in the management and resolution of customer situations and equipment and software problems. Acquires technical support as needed to minimize equipment downtime. May frequently negotiate with peers to facilitate allocation of resources to speed problem resolution
Directs the efforts of a diverse group of Technical and Service Account employees engaged in the oversight, installation, repair, modification and preventive maintenance of equipment, networks and software. Performs efficient spare parts management in area of control. Responsible for assuring the accurate and timely administration and reporting of customer account activities utilizing both local and corporate systems resources and databases. Maintains customer files and office records of all local service activities
Communication skills

Senior Product Manager, Customer Service Resume Examples & Samples

Experience with designing and launching customer-facing products or services
A broad perspective on the overall Amazon customer experience from order discovery to post-order to delivery, and knowledge of devices, services and programs at Amazon
Demonstrated ability to use quantitative and qualitative data to prioritize and influence work prioritization
Results that shows creativity and innovation
Proven ability to think strategically and execute methodically
Proven ability to drive and manage multiple, competing priorities and projects with urgency in a fast-paced environment where continuous innovation is desired
Demonstrated strong attention to detail including precise and effective customer communications
History of teamwork and willingness to roll up one's sleeves to get the job done
Ability to present compelling arguments and influence teams to action
5+ years of Product Management experience
Bachelor’s degree in CS, engineering, business, design or related field
Experience working cross functionally (design, engineering, usability, content development)
Analytical and quantitative skills; Experience using hard data and metrics to back up assumptions and develop business cases
MBA or MS in related field
Experience managing consumer-facing products in e-commerce
Experience with writing, editing and managing copy
Experience with machine learning and support automation tools
Experience with a variety of mobile products and services, especially related to customer service

Team Manager, Customer Service Resume Examples & Samples

Manages the day to day operations of a line of business that provides customer service and/or membership, enrollment or billing services to members of the health plan
Represents the Health Plan within the local community on benefits and service matters. Collaborates with Benefits, Contracts and Government Program divisions of KP to interpret contract language and handle member concerns. Ensures the timely intervention of member issues in order to enhance member satisfaction, member recruitment/retention
Partners with KP departments, sales & marketing,customers and other stakeholders
Manages a team of customer service representatives or member services representatives
Develops schedules
Assigns and monitors work
Gathers resources
Measures and monitors service performance quality standards to ensure customer satisfaction and to comply with regulatory agencies
Recommends changes in guidelines, procedures, policies
Provides operational direction to team and resolves operational issues
Attracts,selects and maintains a qualified, motivated staff which involves interviewing, coaching, counseling, disciplining, advising, monitoring, training, and terminating
Implements line of business strategies
Performs financial management, tracking, analysis and management of accounts receivables to ensure financial goals for the line of business are met
Conducts analysis of data and reports to improve employee performance
If no bachelor's degree nor associate's degree, four (4) years of experience in a member services, health care, call center, or financial services role required
Minimum one (1) year supervisory or management experience in member services, health care, call center, or financial fields
Experience in administration requiring extensive complex problem solving and high-level negotiations preferred
Experience in preparing and conducting audits preferred
Experience in a Labor/Management partnership environment strongly preferred
Experience using mainframe or personal computer database, word processing, and statistical analysis software packages preferred

Manager Customer Service Resume Examples & Samples

Accountability for customer service strategy and roadmap
Alignment with sales and supporting the sales and service strategie
Support of service and maintenance contract management, including the contract negotiations, reviews, approvals and administratio
Service business development, initial focus of Professional Services such as Network Optimization and consulting engineerin
Accountability for service delivery, including all contractual services, all case by case service activities (such as deployments) and all project and program management deliverable
Build and maintain an organization to support the current sales model for this customer. Develop or adapt the customer service organization in line with sales to support new sales models delivery models going forward
Ownership of all project and service related escalations for this customer
Disciplinary leadership of the team members, the project/program manager(s) and the Professional Services Engineers

100

Associate Manager, Customer Service Resume Examples & Samples

Responding to escalated inquires and complex/sensitive case situations
Working with internal and external partners to reach the correct outcome on customer issues
Assisting in managing the performance management process for the team
Assisting with recruitment, hiring, and training and development of staff
Contributing to the team’s success by partnering with other managers to review operating procedures and processes, ensuring that the best possible service is maintained and the ultimate customer experience is provided
Creating and monitoring process flows for the overall direction of the Call Center; process flows include, but aren’t limited to: inbound calls, outbound calls and fulfillment requests
Analyzing results of customer surveys to secure opportunities for process enhancements
Minimum of 3 years supervisory experience and operations experience or equivalent military experience
Bachelors degree strongly preferred; MBA or advanced education a plus
Demonstrated supervisory experience managing call center process flow, average call time, call volume and high customer service levels preferred
Demonstrated ability to manage multiple assignments concurrently
Proficiency in the Microsoft Office suite

101

Manager, Customer Service Resume Examples & Samples

Provide day-to-day leadership direction to Customer Support staff including proactive guidance, troubleshooting support, and issue escalation
Delegate work and coordinate activities of staff members and teams
Monitor Customer Support call center performance against stated service agreements
Process feedback and complaints
Drive accurate and timely resolution of Customer Support inquiries and processes related to, but not limited to, order entry, order modification, customer billing and payments, pricing, reporting, and the customer portal
Perform daily Customer Support call center staff responsibilities and other management responsibilities (as necessary)
Perform daily Customer Support objectives by recruiting, selecting, orienting, training, leading and coaching, developing, and disciplining Customer Support staff; administering scheduling systems and time management processes; communicating job expectations; planning, monitoring, appraising, and reviewing job evaluations; planning and reviewing compensation actions; enforcing policies and procedures
High school diploma or General Education Development (GED) or equivalent
3-5 years’ progressive experience in a call center environment, or Associate’s degree and at least 2 years’ directly related experience in a customer service function
Leadership or supervisory experience in a customer service function
Basic computer proficiency and experience with Microsoft Office Suite (Word, Excel, PowerPoint)
Previous experience dealing directly with customers in the foodservice industry
Excellent and effective interpersonal and communication (oral, written, telephone etiquette and listening) skills
Ability to model superior customer focus and empathy
Ability to use experience and judgment to plan and accomplish goals
Ability to plan and carry out assigned projects, resolve problems within established parameters, coordinate work with others and interpret policies on own initiative
Ability to supervise a large staff effectively
Ability to research information and analyze data to arrive at valid conclusions for recommending plans of action
Ability to prepare reports and present ideas clearly and concisely, both orally and in writing, to all levels of the organization
Ability to establish and maintain good working relationship with both internal and external clients
Ability to work in a fast-paced, team environment

102

Manager, Customer Service Management Resume Examples & Samples

Resolve corporate level escalations
5+ years customer advocacy, escalated complaint management, project management and customer survey execution
Excellent communication and interpersonal skills, specifically the ability to project professionalism over the phone and in person
Advanced analytical and problem solving skills
Proven ability to multi-task and handle multiple priorities in a fast-paced environment
Independent problem solver
Highly adaptable to changes in priorities and business conditions while still driving towards results
Thorough knowledge of MS-Office Suite specifically Excel and PowerPoint
Professional writing and communication
Knowledge of social media platforms and monitoring, engagement and reporting tools

103

Manager Customer Service Resume Examples & Samples

Oversee a data entry function that will be handled within OGS
Supervise a small group of agents domestically that intakes prior authorization requests for services
Handle Data entry for Provider Data Network Enrollment applications

104

Operations Manager, Customer Service Resume Examples & Samples

This role is supporting cloud computing customers, so the individual will have to demonstrate a technology affinity to be successful.**
BA/BS degree or equivalent experience
5+ years relevant experience managing customer service associates
Strong oral (speaking, listening, interpretation) and written communication skills

105

Manager, Customer Service Resume Examples & Samples

Resolve customer delivery issues, complaints, etc. in a timely manner
5 + years progressive experience in Supply Chain, Customer Service and/or Commercial Leadership
Ability to influence in a matrix environment
High process orientation and analytical approach to problem solving with RCCA orientation
Ability to effectively communicate and influence at all levels of the organization
Demonstrated ability to execute

106

Manager, Customer Service Management Resume Examples & Samples

Lead customer service teams to provide excellent support to our Government/Department of Defense customers
Drive high quality execution of order management and customer service processes
Build solid relationships with sales, key customers and stakeholders to understand voice of customer and lead plans that address needs
Build a culture of empowered team members who demonstrate ownership to solve customer problems and have the tools and resources to do so
Collaborate with local and international partners to leverage best practices and ensure services provided are consistent and high quality
Implement lean management principles that continuously improve processes and results
2-6 years experience
Experience managing direct reports preferred

107

Project Manager / Customer Service Manager Resume Examples & Samples

Incumbent must have in-depth knowledge of applicable procedures (i.e. proposals development, project management, customer interface, accounting, safety, quality, labor relations, etc.)
Incumbent must have the necessary technical knowledge of boiler, pressure vessel and piping operation, maintenance, construction and repair
Must have knowledge of applicable technical codes and guidelines
Adheres to ethical standards of business conduct
Ability to identify issues and concerns in a timely manner so corrective action can be taken
Demonstrate common sense and practical insight in dealing with complex issues
Deal with issues with a sense of urgency
Effective written and verbal communication skills
Ability to work with individuals & groups and positively influence the attitudes and actions of others
Responsive to customer inquiries & needs
Bachelor of Sciene or equivalent in an applicable field, diploma with more than 10 years' experience
Practical experience with boilers, fired equipment, pressure vessels and piping would be an asset
Demonstrated experience with development of estimates and proposals
Familiarity with Project controls methods and tools
5-10 years related field construction experience in a supervisory and/or leadership role
Diploma or Under-graduate Degree is preferable
Knowledge of jurisdictional regulations as applicable to HSE & quality
Familiarity with health, safety and environment and quality control systems used on major construction sites or operating facilities

108

Associate Manager, Customer Service Resume Examples & Samples

Supervision of a team (8-12); including coaching, staff development and performance management
Responsible for the daily workflow coordination between on-shore and offshore teams to ensure the unit meets its daily Production and Quality standards
Develop annual performance objectives for staff, monitor achievements of goals and adjust as needed
Consistently exceed deliverables in a high-volume production environment
Manage complex escalations from business partners
Lead team meetings, including offshore team members when applicable
Ensuring the accuracy of license and appointment data on Prudential’s licensing system
Communicating, and provide training where necessary, for regulatory and filing requirement changes
Bachelor’s degree or equivalent relevant experience
Demonstrated leadership and personnel management skills
Experience working with data and utilizing analytical insights to drive decisions
Ability to prioritize and change direction quickly
Understanding of transaction-based environment and workflow operation
Strong ability to build relationships and collaborate with internal business partners to meet organizational objectives
Ability to communicate and collaborate with peers and team in a team oriented environment
Strong customer service and critical thinking skills
Comfortable navigating Microsoft Office 365 (Excel, Word, and Powerpoint)

109

Associate Manager, Customer Service Resume Examples & Samples

Supervision of a team (8-10); including coaching, staff development and performance management
Responsible for the daily workflow coordination between on-shore and offshore teams to ensure the unit meets its daily SLA standards
Consistently exceed deliverables in a high-volume, same day production environment
Provide oversight of vendor’s daily operations
Lead team meetings, including contributing to feedback provided to offshore team members
Ensuring the accuracy and completion of team’s daily work
Communicating, and provide training to team and vendors, where necessary, for regulatory and requirement changes
Experience working in a production driven environment and utilizing analytical insights to drive decisions

110

Manager, Customer Service Resume Examples & Samples

A minimum of 5 years managing large teams preferably within a technical call center environment
Successful track record leading direct reports to goal attainment, career progression, training and developing competencies while having the ability to manage employees who may require performance improvement plans
Working knowledge of SAP a plus
Monitoring staff performance overall to meet customer satisfaction objectives and net promoter score while establishing metrics to drive continuous improvement
Adhering to departmental budget/cost-revenue management
Investigating complaints and provide thorough resolution,
Creating/revising/managing quality documentation, maintain current department KPI’s and participate in cross departmental project teams
Determining call center operational strategies by conducting needs assessments, quality audits, performance reviews, capacity planning and cost/benefit analysis

111

Manager, Customer Service Medicare Part D Resume Examples & Samples

Requires BA/BS; 2-3 years previous management experience
5 years customer service experience; or any combination of education and experience, which would provide an equivalent background
Managed care experience is required
Medicaid experience preferred
Medicare Part D experience required
PEGA experience preferred
Experience and knowledge of pharmacy prior authorization process and rules, especially for Medicare Part D highly preferred

112

Manager Customer Service Office Resume Examples & Samples

Leadership: Leads a larger team by team leaders and associates for Freight Forwarding and Freight Audit and Payment activities, including a virtual team
Operational Excellence: Drives the teams to ensure that all customer and internal KPI’s are achieved. Drive improvement and corrective projects
Finance excellence: Drive for excellent financial results, mitigating risks and comply to internal policies and external legislation
Customer Satisfaction: Engages with various parties within the customer to resolve challenges and ensure positive Customer Satisfaction Survey results for Damco
Data quality & Process improvement: Ensure data integrity and drives process efficiency mitigating operational and financial risks. Initiate improvement projects in alignment with Global Program Director
Audit & Miscellaneous: Audits the operational and financial processes to ensure compliance with customer, Damco RICC and legal requirements

113

Operations Manager, Customer Service Resume Examples & Samples

Actively promotes the vision and values of the CSC or MSCC Operations organization -- particularly in the areas of customer service, change management, leadership, performance levels, and results orientation. Ensures efficiency of processes and successful implementation of operational strategies
Budget repsonsibility includes participating in the development of the statewide budget, and for the forecasting and managing of payroll and non-payroll monthly and annual. Accountablity also includes day-to- day decision making that wil have a direct impact on the budget
Develops, modifies and executes company policies
Selects and maintains a competent, motivated and qualified staff of managers and employees, which includes interviewing, hiring, coaching, counseling, disciplining, advising, training, termination and resolution of personnel issues;responsible for increasing employee satisfaction. Coaches and develops team managers and operational staff
Develops and implements department goals, objectives, and performance standards
Works with Sr. Operations Manager in developing a strategic plan and operational goals for the department
Oversees and directs the work of the staff to maintain high quality of work with revenue enhancement and customer service focus by monitoring line of business performance
Implements policy changes that will increase member satisfaction and improve performance
Participates on work teams internally and externally in an effort to successfully implement strategic operational and department goals. Work teams include working w/ senior leaders
Ensures that all operational units are functioning effectively with inter-departmental teams to ensure all performance goals are met. Primarily responsible for the vision and the culture of the support and implementation of Labor Management partnership initiatives
Minimum five (5) years of supervisory or management experience in a Member Services, Health care or Customer Service Call Center or financial fields
Minimum five (5) years of membership management experience or other related experience
Minimum two (2) years of experience as a KP Senior Team Manager highly preferred

114

Manager Customer Service Resume Examples & Samples

Develops audit and quality assurance programs and strategies to ensure efficiencies,
5+ years of customer service operations experience with 1-2 years of supervisory
Supervisory management skills
Team development skills
Organizational and project management skills

115

Manager, Customer Service Center Resume Examples & Samples

Manages a team of Call Center representatives to deliver expected sales results by making outbound calls and handle inbound calls from customers and prospects
Supervises and develops the Call Center team, including setting daily, weekly and monthly sales goals, counseling and training, evaluating performance, disciplinary actions and directing work assignments to ensure effective department operations
Lead daily sales action planning meeting with individual representatives
Continuously review and take appropriate action to improve or highlight representative statistics, including; inbound calls handled, outbound calls made, total sales and conversion rates by sales types (inbound vs outbound)
Review development needs of representatives and develop individual plans for improvement, growth and/or career progression
Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends
Workforce management, including productivity, forecasting, analysis of shift patterns and impact on service levels
Identify opportunities and present logical solutions for business and process or systems improvements
Demonstrated ability to achieve sales goals through the management of individual performance objectives and accountabilities including service metrics for speed, efficiency, sales and quality of customer experience
Manage both a direct team and an outsourced team
5-10 years sales experience in an Inbound/Outbound call center environment. Minimum 5 years in outbound sales generation
3-5 years management experience in an Inbound/Outbound call center environment
BS in Business Management or related field
Must have skills and abilities to identify deficiencies and create plans to address deficiencies
Strong communication, organization and leadership skills
Strong presentation and facilitation skills with the ability to motivate and engage others
Strong MS Office Skills, advances Excel skills
Knowledge of call center software preferred (CRM, Quality monitoring, etc)
Proven decision-making and problem-solving abilities
Ability to work in a fast-paced and changing environment, and manage several tasks / projects at one time
Strong analytical skills in order to evaluate opportunities
Key competencies include; Sales, Customer Focus, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Strong Marketing Skills, Communication Proficiency
Six Sigma/Lean experience

116

Senior Finance Manager Customer Service & Solutions Delivery Resume Examples & Samples

Financial control and Balance Sheet ownership for total cost base - Cost base > £250m, Capex - c£15m, SOV - c£100m, Cost transformation through the delivery of acquisition synergy commitments - c£30m
Ownership and transparency of the consolidated month end, business planning, benefits tracking processes and risks and opportunities
Responsible for interlocking numbers with other units within B&PS and other LoB
Ownership of the bi-annual forecasting process, understanding the key drivers and dynamics of the unit and how that relates to other units within B&PS
Drive a strong operational performance for added value and lead to sales, improving overall revenue for B&PS
Develop a robust and insightful suite of management analytics that drives business decisions. Discussing and presenting the insight at CFO/CEO level
Pivotal role in shaping, delivering and implementing the strategy for the Company supporting the MD
Commercial leadership of complex (or significant) financial / commercial issues for the business making considered recommendations to the MD
Ensure compliance with SOX requirements and adherence to appropriate financial processes and reporting standards
Leading the evaluation of the options re the longer-term strategic direction of BT’s customer service proposition in the UK
Evaluation of business opportunities, balancing priorities and allocating resources (people, budget, systems) to deliver short and long term aspirations
Key involvement in partner management and driving value out of these key contracts
Responsible for managing the offshore resource support
Supporting and influencing key operational and strategic decisions, managing the tension between driving volumes and the cost to connect
Work closely with the transformation and governance teams to plan, model, and implement the integration of BT Business, EE, and Global Services UK and work through regulatory, commercial, and strategic implications
Shift business mentality to cost driver and customer effort analysis to change the way we view and justify efficiency and investments
Drive transparency and accountability on return on investment
Establish product and channel service unit economic model and measurement to pro-actively drive consistency and end to end p&l understanding and decision making across the total business
Ensure a strong a governance framework is in place on financial control and business integration
Work closely with the PMO and CI teams to ensure transformation and Integration benefits are met
Lead the business to produce robust and challenging business cases for all investments and ensure the mechanisms are in place to track benefit realisation
Set the central team finance agenda and ensure the area specific finance teams are working within a framework that is consistent and easily understood
Lead and develop a high performing team and culture
Create financial processes that are agile and simple to understand

117

Operations Innovation Manager Customer Service Resume Examples & Samples

Identify and prioritize an innovation pipeline of initiatives with the greatest potential impact on either of primary objectives (more efficient operations and improved customer experience)
Challenge conventions, test new ideas and execute changes to innovate internal processes within global Customer Service Operations
Optimize workflows to deliver a superior customer experience, such as changing internal process/procedure and ways of working
Ensure centralized procedure guidelines are created and updated as new types of work are added or changes to processes occur
Evaluate the possible impact of new ideas by setting up proxy tests and potential outcomes before technical development begins
Lead, motivate and develop your team of Operational Excellence Specialists
5+ years’ experience in one or more of the following areas: Process Management, Project Management, Product Owner/Management, Customer Service, Logistics or Operations leadership roles
Customer-focused, independent worker, high sense of responsibility, consistent and target focused
Extensive experience of setting up new processes and changing existing processes
Demonstrated track record of identifying, defining and leading change/improvement initiatives from start to finish on a global scale
Excellent analytic and quantitative skills, including proven track record in prioritisation and delivery based on business impact using data-driven insights
Excellent communicator (on several levels) and ability to work with, influence and align with multiple stakeholders
Willingness to travel frequently up to maximum 25% of the time

118

Manager Customer Service Resume Examples & Samples

Effectively leads, mentors and develops a high performing team
Change Champion,identifies and implements operational improvements for the benefit of the customer, the employee and the organization
Monitors performanceusing established reports and reviews the performance of the team to ensure team productivity and quality standards are met
Empowers and motivates team members to do the workrequired in order to meet established productivity and quality standards
Establishes relationships and drives communication to facilitate open dialogue and trust. Conducts team meetings, individual meetings, communicates with next level manager, peers and/ or other support personnel in the organization
Participates in the processes of recruiting, selection, salary and incentive review, promotional decisions
Develops team members.Conducts scheduled formal performance check-ins and reviews and assists each team member in developing a plan for success
Possesses strong analytical, conflict resolution and problem solving skills
Models Protective Values
Takes accountabilityand learns from mistakes
Creates and supportsa positive team/department culture
Effectively manages people, projects and selfin a fast paced environment
Requires 3+ years of operations experience; Financial Services and Call Center experience a plus
Respond to critical customer feedback to resolve problems and customer concerns
Support adequate training in a timely manner to enhance the ability of employees
Must be able to gather information and reports from various sources and analyze the information for accuracy and relevance

119

Manager, Customer Service Resume Examples & Samples

Oversight of the Services Contact center operations
Staffing and management of the Customer Services team
Establishing team objectives to drive high team motivation and performance
Accountable for meeting measurement criteria for organizational performance, including: customer satisfaction, operating efficiency, and customer effort trends
4-year degree in Business or similar disciplines, and minimum of 3 years of experience in a fast-paced, mission critical software environment; or equivalent industry experience
Core skills include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, and Business Acumen
Strong time management skills, organization and prioritization skills
Act as a role model to others: sets an example of integrity, ethical behavior and professionalism
Experience supporting software solutions, ideally Marketing, CRM, PRM, or Sales applications

120

Associate Manager, Customer Service Resume Examples & Samples

Excellent collaboration and partnership skills
Demonstrated leadership ability (with more than 2 years experience preferred)
Demonstrate strong talent development skills
Ability to drive initiatives within the department with proven results
Ability to transform business strategies into actions
Strong organizational skills that support the ability to manage the workflow of associates to provide the most effective and efficient means to achieve all key organizational objectives
Embrace effective expense, capacity planning and production management principles
Take Intelligent Risks and display initiative
Display strong problem solving and issues resolution skills
Demonstrated ability to manage multiple priorities while working under tight time constraints
Display strong interpersonal skills and flexibility to adjust to changes in the workplace
Working knowledge of life products, services support systems, including Clarify is helpful but not required
Fluent in all Microsoft applications (Word, Excel, PowerPoint)
Bachelor's degree or equivalent industry work experience preferred
Limited domestic or offshore travel may be required

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s Project Manager, Customer Service Resume Examples & Samples

Managing multiple program areas - track delivery against program objectives and implement proposals to improve program services and efficiencies
Executing business wide initiatives - define project plans, assemble resources, manage implementation activities, and develop all processes associated with program rollout and ongoing support
Building stronger communication ¬ the business teams continue to grow rapidly, there is a need to drive strong relationships and partnerships
Experience in process improvement using Lean and Kaizen methods
Experience in Six Sigma methodologies
4+ years in program/project management experience
Experience in customer service operations
Ability to multitask and manage multiple projects - work prioritization, planning and task delegation
Proven track record of taking ownership and driving results
Exceptional interpersonal and communication (both written and verbal) skills
Innovative and self-directed
Ability to deliver initiatives from conception through completion
PMP Certification
Experience with an e-commerce company
5+ years of experience delivering critical customer-centric solutions
4+ years of experience in customer service
SQL skills are highly desired to access and transform data to measure impact of delivered programs/projects
Ability to think both strategically and tactically
Broad commercial awareness developed in a fast-moving environment

122

Manager, Customer Service Resume Examples & Samples

Worked as a manager in similar roles for several years
Have a higher education degree or equivalent experience
Solid communication and negotiating skills
Good financial and legal understanding as well as analytical skills combined with the ability to get involved in technical and contractual issues
Experience in B2B requirements
Ability to quickly understand our business and what creates value for the customer
Ability to create and maintain relationships with both external customers as internal departments at different levels
Driving license since some traveling will be necessary
Strong Swedish and English both written and orally
Work experience with SAP and the ability to understand and use IT tools and systems

123

Manager, Customer Service Resume Examples & Samples

Ability to accomplish results through supervisors and/or employees who exercise significant latitude and independence in their assignments. Often heads a centralized functional activity, accountable for results, including costs, methods and staffing. Roles of subordinates, whether supervisors or individual contributors, are varied. Rarely performs the work of subordinates. Promotes a culture of continuous improvement that values open and honest communication
Establishes operational objectives and work plans, and delegates assignments to subordinates. Provides guidance to subordinates within the latitude of established company policies. Involved in developing, modifying and executing company policies that affect immediate departmental operation(s) and may also have division or company-wide effect
Works on issues of diverse scope where analysis of situations or data requires an in-depth knowledge of current business trends and organizational objectives. Follows established processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical issues. Develops and administers schedules and performance requirements. Establishes and assures adherence to budgets, schedules, work plans and performance requirements
Frequently interacts with subordinate supervisors, individual contributors, customers and/or functional peer group managers, normally involving matters between functional areas. Often leads cross-functional project teams. Requires the ability to change the thinking of or gain acceptance from, others in sensitive situations, without damage to the relationship
Ensures that projects are completed on schedule and within budget. Decisions will result in critical delay(s) in schedules and/or unit operations, and may jeopardize overall departmental business activities
Span of Control: 6 to 8 direct reports

124

Manager, Customer Service Resume Examples & Samples

Assess and analyze agent performance based on a systematic, performance management system that measure both metric and service standard goals
Assist all our remote Agents, Team Leaders, and SOD’s on the fly with escalated cases
Proactively coach on upcoming system, process or website changes or other potential escalation items before they become escalations, thereby ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers
Prepare for and conduct weekly team meetings and 1:1 meetings with each direct report
Review performance reports for and with agents and teams. Complete monthly and annual performance reviews for team members
Mentor Customer Service Representatives in developing their travel expertise, while providing new opportunities for them to grow their knowledge
Support and develop strong customer service and communication skills through teaching active listening and customer orientation
Utilize personal knowledge in travel industry for innovative management techniques through peer sharing and self-study
Look for opportunities to increase efficiencies in productivity, seat among all sales reps and teams
Provide subject matter expertise for training, curriculum development and performance improvement initiatives

125

Program Manager, Customer Service Resume Examples & Samples

Manages the maintenance deliverables for a complex Customer Account involving among other things: multiple sites, systems, service penalty risks, personnel and system access constraints, deployment of best practices and tools in order to maximize customer satisfaction while minimizing risk to Cray
Partners with District Service Managers, Site Service Managers and Installation Project managers to coordinate the delivery of maintenance and installation services
Assists DSM and SSMs with problem escalations where needed
Acts as the single POC for the customer concerning Service related issues for the Account
Coordinates with DSM, SSM, IPM and Customer to ensure proper prioritization of projects and problems/issues
Ensures the appropriate alignment of resources to projects, tasks and issues
Provides customer reporting and presentations as required by customer
Ensures consistency in processes and practices by all members of the Service team at the various physical locations
Implement proactive measures where possible to support continuous improvement of Service deliverables
Bachelor’s degree or equivalent experience. At this level, graduate coursework may be desirable
8-12 years of related experience
Must have the ability to work collaboratively and cooperatively to establish strategic plans and objectives
Ensures budgets and schedules meet corporate requirements
Must have excellent verbal and written communication skills; periodically interacts with executives and leaders regarding matters of significance to the organization
Experience dealing with external customers
Ability to negotiate and demonstrate strong business savviness to accomplish desired outcomes for the company and customer

126

Manager Customer Service Resume Examples & Samples

To establish an appropriate organizational framework for the Field organization jointly with the Sales Director in line with the Global organizational blueprint to deliver appropriate service levels
To interact with Operations and Finance to ensure expected monthly Net Sales delivery, taking into account a collaborative supply chain approach
To develop, train and retain key talents
To measure progress on defined KPIs
Proven methodological skills (e.g. data analysis, business planning)
High degree of commercial and business acumen knowledge
Proven leadership and managerial skills
Mental flexibility, initiative & "hands on" pragmatism
Fluent in written and spoken local language and English is a must. Skills and abilities in other language are an added plus
At least 1 year’s experience of people and operational management

127

Manager, Customer Service Resume Examples & Samples

Associate’s or Bachelor’s degree in Business Management or related field
4+ years of experience, logistics, management, office environment
Talent for achieving positive results in high stress, fast-paced environment
Project management
Strategic leadership / planning
Strong Customer Focus
Rapport building: able to deal effectively with customers both internal and external
Developing organizational talent
Delegation of authority and responsibility
Analytical (problem identification) skills
Negotiation skills and persuasiveness
Planning and organization

128

Manager, Customer Service Resume Examples & Samples

Manages a team of direct reports of Customer Service Representatives
Advocate and take part in building strong internal and customer teams
Defines and owns processes related to order entry, demand and contract management
Provide quotes based on price list and standard terms and conditions provided by Site Sales Director and Account Managers including repairs and spares
Obtain continuous new bookings in sales area of responsibility (spares and repairs market)
Present and agree opportunities with Sales & Marketing Mgmt and then manage the bid process as required to respond to customer RFQ's
Provide direct customer contact, managing assigned account relationships; clearly communicating customer issues; recommending actions and ensuring follow-through on agreed actions
Act as liaison between customer and engineering to ensure customer satisfaction and Esterline Sensors goals are met
Prepare for, recommend and negotiate commercial contracts. Degree of responsibility for negotiation will depend on financial authority limits
Maintain customer and program-related commercial records
Coordinate customer change request activity
Evaluate aftermarket opportunities (PMA, retrofits, etc.), keeping management informed of current trends and competitors' activities in the marketplace
Create and maintain customer accounts in the relevant ERP; Maintain the demand in ERP
Issue invoices and email if required
Liaise with customers in regards to orders, deliveries and OTD performance
Report on sales and orders and comments
Actively monitors and on a daily basis updates demand in ERP as per customer portals
Optimize pricing for customer orders not meeting agreed logistic conditions where appropriate
Manage remote inventories (VMI)
Manage the Spares /kits inventories to secure the sales demand
Attends and support customer meetings relating to their activity
Maintain a database for customer score cards (OTD / Quality / PPM)
Provide an agreed level of telephone / email cover for all customers
Participate in the preparation of recovery plan and communicates with the customer
Holds the customer accountable for contract terms and conditions pertinent to demand performance metrics etc
Actively participates in Lean and 6S initiatives
Bachelor’s degree in engineering, business or related field
Intermediate experience in Microsoft Office Suite (Word, PP, Excel)
Minimum 7 years’ customer service experience in a Manufacturing environment, Aerospace preferred
Minimum 3 years customer service experience in an Aerospace Manufacturing environment
Three to five years customer service supervisory experience in a manufacturing environment required
Minimum 5 years’ experience in MRP, SAP, ERP or similar systems software
Minimum 5 years customer interaction experience, including customer relationship management
Demonstrated business acumen; ability to understand, articulate and drive organizational goals
Minimum 4 years direct aerospace related sales experience required
Demonstrates effective and diplomatic oral and written communication skills
Demonstrates good organizational skills and the ability to prioritize work effectively
Demonstrates working knowledge of ISO9001 and an understanding of the Esterline Sensors quality system
Good technical knowledge, mainly in aircraft engine and sensor applications
Experience with end users, airlines and engine shops
Fluent in Microsoft Office
Knowledge or good understanding of contract and order fulfillment policies (FAA, JAR, Military)
Customer Service support experience in an MRO or aerospace aftermarket manufacturing environment
Experience in a FAA Part 145 and/or Part 21 environment preferred
2-3 years Strategic Selling/Fortune 500 type selling preferred

129

Team Manager, Customer Service Delivery Resume Examples & Samples

Strong analytical, judgment and decision-making skills
Superior communication and interpersonal skills and ability to interact professionally with all stakeholders both one on one and in group situations including presenting to large groups
Exceptional customer service focus
Ability to see both the big picture and detail in a situation
Resilient and able to work under pressure
Ability to work in a dynamic and changing environment
Exceptional organisational and time management skills with a determination to be available to your team with some out of hours work occasionally required
Ability to think laterally and use initiative
Change management and continuous improvement champion
Strong leadership and people management skills
Risk management skills
Strong negotiation and conflict management skills
Advanced interpersonal and relationship management skills
Experience in people management or a strong desire to manage people demonstrated by previous behaviours
Understanding of the finance industry and legislation
Strong commercial/business acumen
A demonstrated ability to work effectively within a designated risk, audit and compliance framework
Tertiary qualifications in a business related discipline (desirable)

130

Manager Customer Service Resume Examples & Samples

Manages team of supervisors and analysts who are responsible for the investigation, documentation, and resolution of Tier 1 and 2 Executive complaints, Federal and State regulatory complaints, Better Business Bureau complaints, and claims and Legal/Regulatory Requests for Information (RFI). Agents also investigate and provide information that is used to formally respond to media complaints
Represents CenturyLink in direct interactions with Federal and State regulatory agencies. Interactions include but are not limited to answering questions and addressing agencies’ concerns and negotiating complaints management process requirements and deliverables. Develops/maintains relationships with agencies
Ensures root causes (people, process, policy, system) of complaints are identified and provides direction/data to responsible organizations so corrective action may be taken to prevent recurring issues
Interacts directly with customers whose issues are not able to be resolved at lower levels within the organization. Has authority to override prescribed processes/policies as needed to resolve customer complaints
Staffs, trains, and schedules workforce to ensure hours of operation meet needs of the business and regulatory requirements
Establishes objectives and manages performance
Manages operations budget/outlook
Design, develop, and implement operational policies, processes, and tools
Bachelor's degree or equivalent education and relevant experience
8+ years of related experience

131

Manager Customer Service & Service Delivery Resume Examples & Samples

Tertiary qualifications in a related discipline and/or equivalent knowledge, skills and experience with demonstrated commitment to ongoing professional development
The Child Protection (Working with Children) Act 2012 requires persons engaged in children related work to have Working with Children clearances
If successful in this role you will be required to provide a Working with Children Check clearance number prior to commencing in the role. To obtain further information and to apply for a WWCC clearance please click here
Please provide an example of a time when you have mentored a staff member to improve their performance in delivering high level customer service. Include the strategy you used and the outcome
Describe a situation where you have had to hold a difficult conversation with a staff member who was not meeting expectations

132

Manager, Customer Service Resume Examples & Samples

Recruit, hire, and motivate new and existing team members
Coordinate and assist in the development of new and current employees
Provide performance feedback through coaching, counseling, formal evaluations, etc. and manage disciplinary actions up to and including employee separations
Address and resolve issues/complaints lodged through various sources
Lead, plan, organize and control workflow
Ensure consistency of service delivery through team approach call critique system, customer questionnaires, etc
Observe ACD data and maintain service levels day-to-day
Track, audit, and report statistical data relating to Call Center service levels
Handle escalations not handled at supervisory level
Effectively manage and document all Call Center projects on a continuous basis
Continue process of mapping and documenting all critical functions with Call Center environment including policies and procedures and champion system enhancements and/or projects that streamline workflow and increase efficiency
Oversee the case load for Service Delivery Operations (SDO) by completing reporting on cases open, cases closed, any cases outside of service level agreements, etc
Ensure case resolution
Create and maintain the department’s procedures manual
Must possess effective short-term and long-term project management skills
Must type minimum of 35-45 WPM
Must have functional use of MS Office software
Must possess excellent verbal and written skills
Exemplary attendance and able to work long hours when needed
Working knowledge PC operating systems and hardware

133

Shcr Manager, Customer Service Resume Examples & Samples

Manages the queue to ensure calls and emails are being handled professionally, timely and appropriately for one time resolution
Ensures staff is properly trained on analyzing, researching, and making decisions to handle phone inquiries and emails, collect payments, provide payment plans, and research denied or incorrectly processed claims
Monitors and completes adjustments to ensure correct reimbursement based on callers information
Establishes proper training for all staff on all specialties and systems used
Handles and tracks escalated customer inquiries and patient grievances
Develops, evaluates, implements and maintains policies and procedures to ensure standard operating procedures are adhered to with regards to providing one time resolution to callers and emails in all specialties
Oversees the training of staff on department practices, billing data systems, and payer regulations as pertinent to the employee’s position
Maintains internal controls as set forth by senior management and audit
Ensures production requirements are met as they relate to monthly deadlines established by senior management
Prepares reports, statistics and surveys relating to collections, DSO, account receivable, third party payer issues and trends, department performance and their financial impact as requested
Keeps Director abreast of any changes in reimbursement that may affect initial billing procedures, and works closely with Director to continuously monitor department performance
Interviews, hires, on-boards and performs evaluations of assigned staff and recommends merit increases, promotions, and/or corrective actions
Motivates employees to achieve peak productivity and performance
Utilizes continuous quality improvement processes to improve and maintain quality results
Identifies trends to allow for training, development and continuous process improvement utilizing Lean tools and principles
Participates in development and implementation of objectives, short and long term planning and goals, as well as projects and programs to assist in accomplishments of established goals
Maintains confidentiality of all Protected Healthcare Information as defined by HIPAA
Reads and abides by the company’s code of conduct, ethics statements, employee handbook(s), policies and procedures and other corporate mandates, including participation in mandatory training programs
Reports any real or suspected violation of the corporate compliance program, company policies and procedures, harassment or other prohibited activities in accordance with the reporting policies of the company
Obtains clarification of policy whenever necessary and may use the resources available through the Compliance, Human Resources or Legal Department to do so
Very strong written, oral, and interpersonal communication skills
Experience working both independently and in a team-oriented, collaborative environment
Demonstrated leadership abilities with multiple teams in a healthcare billing capacity
Strong communication skills among team, corporate office, and senior management in all areas
Healthcare Billing System (AS400 preferred)
Trains, coaches, and mentors staff
Plans and conducts performance appraisals of staff, administers disciplinary action, merit increases, bonuses, promotions, etc. when necessary

134

Manager Customer Service Resume Examples & Samples

To manage day to day customer service activities with the aim
To properly execute Order Life Cycle process to accomplish On-Time deliveries target
To supervise daily performance of the Customer Service
CS representative

135

Manager Customer Service Resume Examples & Samples

Bachelors’ degree or significant demonstrated experience
Five (5) years of supervisory experience
Experience with basic computer applications such as Outlook, Excel, and Word
Bachelor’s degree in business related field
A high level of interpersonal communication skills

136

Manager, Customer Service Resume Examples & Samples

IT Systems Proficiency Required
Experience in the Health Care Industry preferred
Effective organizational, interpersonal and leadership skills
Excellent negotiation, communication and people development skills
Excellent Analytical Skills
Proficient in Excel, Microsoft Word, Power Point
Ability to balance customer service with compliance to Allergan’s legal and compliance policies, while providing excellent customer service
Ability to effectively manage multiple priorities
Ability to keep team motivated in a changing environment

137

Manager, Customer Service Resume Examples & Samples

Providing leadership and management to the Customer Service team in a manner consistent with our Vision, Mission and Values and our Cultural Beliefs
Creates a customer-centric environment within the department
Utilizes lean principles to continuously improve our processes and procedures
Manage the Customer Service team to ensures all procedures and protocols are followed
Manages efficient utilization of resources
Coordinates and oversees all daily activities
Provides timely and effective feedback to all team members including performance reviews, developmental plans, and disciplinary actions as needed
Gains alignment from managers and stakeholders regarding process change activities
Must comply with applicable ISO and FDA regulations as stated in Quality Manual
Applies fundamental management knowledge coupled with effective training technique and supervision for compliance to Aesculap Policies and Procedures to complete a variety of tasks and provide training. Implements, train and document solutions for improved effective and efficient customer service support
Manages Supervisors and staff for Aesculap’s customer service department in Center Valley, PA
Maintains communication with direct supervisor(s) and works under minimal supervision
Requires a BA/BS in Education or equivalent experience
6-8 years of successful management or supervisory experience, including hands-on training, procedure development/documentation and partnering with senior leaders
SAP experience is required
EDI experience is preferred
Previous experience working in a government regulation group preferred (i.e. FDA)
Demonstrated experience with training /career development
Management skills, which include problem-solving, interpersonal relations, and cost effectiveness management
Business knowledge of other areas with Supply Chain preferable (Demand Planning, Purchasing – contact negotiation and international cycle time.)
Excellent organizational, oral and written communication skills
Language Skills: Ability to read and interpret documents such as safety rules, operating
And maintenance instructions, and procedure manuals. Ability to write routine reports
And correspondence. Ability to speak effectively before groups of customers or
Employees of organization
Mathematical Skills: Ability to add, subtract, multiply, divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

138

Manager Customer Service Resume Examples & Samples

Bachelor’s degree in related field or work experience in lieu of degree, required
Three years of previous Management experience in a healthcare billing setting, required
Strong background in denials tracking and correspondence tracking, required
Previous Call Center experience is highly preferred

139

Manager, Customer Service Resume Examples & Samples

Develop/coach specialist teams with daily works
Support remote insourced and outsourced contact center and support functions
Work with cross functional teams to create Customer Servicing Platforms and SOPs
Work with cross functional teams to enhance Customer Servicing Platforms
Make recommendations on business decisions on new projects/products that impact the customer experience/servicing
Hold contact centers to SLA and Utilization Requirements
Identify and lead teams through enhancement exercises to maximize productivity
Work with Contact Center Quality Assurance Teams on a regular basis to heighten the customer experience
Bachelors Degree or experience equivalent (4+years)
3 years supervisory / management experience within a customer/client services team
Understanding of all contact center Key Performance Indicators
Strong financial acumen
Strong customer service skills and a client focused attitude
Comfort with complex and intangible concepts that are not fully determined
Excellent interpersonal skills, time management, and multi-tasking abilities
Excellent ability to prioritize, problem solve and manage numerous projects on tight deadlines with limited direction
Ability to work in an entrepreneurial atmosphere that may require management of a variety of tasks and duties
Ability to work independently and handle multiple deadlines
Must be organized, detail-oriented and demonstrate the appropriate sense of urgency
Individual must be adaptable, flexible, proactive, and professional with the ability to prioritize work, navigate successfully in a cross functional/matrix environment and engage support functions as required to complete the work
Advanced knowledge of Microsoft applications (Word, Excel, PowerPoint, Visio)

140

Manager, Customer Service Resume Examples & Samples

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
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
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
Creates an environment that fosters teamwork and accountability and positively impacts the customer experience
Provides input as well as communicates company strategy and motivates the CAE team toward achieving company vision
Ensures that work/escalated issues are addressed and completed in a timely manner
Provides leadership, guidance, and direction to CAE leaders and technical staff
Hires, coaches, and evaluates CAE personnel and leadership based on performance standards

141

Business Manager Customer Service Resume Examples & Samples

Coordinate, supervise and accountable for the daily / weekly / monthly activities of Supervisors
Manage and accountable for professional and compassionate employees / supervisors
Customer service / call center experience, preferably as a Business Manager or Workforce Manager
MS Excel skills including data entry, sorting, creating / modifying spreadsheets
MS PowerPoint skills including data entry, creating / modifying presentations
Business planning experience
Call center performance metrics and measurements experience
Bachelor’s Degree (or higher)
Implementation experience

142

Manager, Customer Service Resume Examples & Samples

Four or more years of customer service/support experience within the Aerospace business, with three or more years of supervisory experience
Strong analytical skills, strong problem solving skills
Must be a US Citizen and have the ability to work with military contracts and communicate with US and foreign customers
Ability to read and comprehend regulations and instructions in English and to demonstrate principles and practices of sound business communication
Contract management experience required. Government contract experience preferred
Knowledge of office administrative and operations management practices and procedures. Familiarization of methods and techniques for quantitative analysis and capacity planning. Working knowledge of MS Office tools. ERP or other business system

143

Manager, Customer Service Resume Examples & Samples

Minimum of 80% associate engagement on annual survey
Take ownership of new and existing client scope of services and deliver a level of service quality that exceeds our client’s expectations as measured by achieving an 85% on client survey
Hire and retain top talent (as measured by the Fiserv hiring scorecard) to achieve less than 15% voluntary attrition rate. Develop and manage talent and have a production ready successor
Perform staff coaching a minimum of 30% of time as a priority of job function
Ability to create and follow policy and procedures 100% of the time
Respond to client inquiries within 24 hours
Act as project manager for key departmental projects, leveraging project management skills and delivering on timelines
Demonstrate analytical aptitude through the development of Key Performance Indicators and Critical to Quality measurements
Lean Six Sigma Yellow Belt certified or is willing to achieve certification within 15 months of hire
Three to five years of demonstrated leadership experience in financial services or related industry. Prior operations management experience preferred
Operational budget experience required
Experience with new client launches preferred
Bachelor’s degree preferred. Business Administration, Marketing, Finance or similar focus preferred
Lean Six Sigma Yellow Belt or higher preferred

144

Support Manager Customer Service Outsourced Partners Resume Examples & Samples

3 years relevant experience working in and leading a process, program or leadership team within a service environment
Proven experience in process creation and optimization
Proven experience in complex project management
Knowledge of customer service, outsourcing and project management methodologies
Good understanding of contact centre operations and KPIs
Minimum of University educational level or equivalent further education
Able to travel at least 25% of the time

145

Regional Commercial Manager Customer Service Outsourced Partners Resume Examples & Samples

5 years relevant experience working in and leading an outsourcing environment
Proven experience in commercial management
Proven experience in complex stakeholder management
Proven experience in performance management, and staff coaching and development
Excellent presentation/public speaking and interpersonal skills
Knowledge of customer service, outsourcing and stakeholder management methodologies
Strong managerial skills
Good understanding of contact centre operations, KPIs and outsourcing contracts
Able to operate in a fast paced, dynamic environment and able to work under pressure

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