Manager Service Resume Samples

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C Hudson

Claud

Hudson

58591 Nicolas Fords

Los Angeles

+1 (555) 396 7429

58591 Nicolas Fords

Los Angeles

Phone

p +1 (555) 396 7429

Experience Experience

Dallas, TX

Assistant Manager Service

Dallas, TX

Robel-Nitzsche

Dallas, TX

Assistant Manager Service

Work is completed according to well-defined, established procedures involving sound independent judgment
Work with the management team to react to customer service issues, customer complaints, and/or business opportunities
Supervisor or manager provides direction for items exceeding assigned authority or unfamiliar situations
Role involves exposure to customers as well as external vendors and service providers
International travel may be possible
Ensure compliance of both general and anti-money laundering and anti-terrorist financing (AML/ATF) compliance controls as well as operational risk controls in accordance with HSBC or regulatory standards and policies; and optimize relations with regulators by addressing any issues
Work is moderately complex and specialized in nature

Houston, TX

Manager, Service

Houston, TX

Auer-Paucek

Houston, TX

Manager, Service

Maximise productivity and quality of service, analysing and measuring departmental performance and ensuring performance targets are met
Build effective customer relations and customer satisfaction for the end user by means of communicating with the customer and delivering service excellence
Promoter of professionalism retains a formal manner and behaves professionally in a manner that ADT is accustomed to, leading by example
Maintain a close working relationship with the Head of Service to achieve management excellence and ensure the department’s goals and standards are maintained
Plan, schedule and manage the defined business objectives, delivering to agreed timescales, budget and work commitments
Internal – Head of Service, each of the other branch Function Managers and their next level management reports, Other Area Managers and key personnel in the support functions; Human Resources, Finance. External – key customers
Provide direction to the region Service employees with regard to implementing the department’s business plans and service to customers, and the continuous improvement of business processes

present

Detroit, MI

Manager, Service Center

Detroit, MI

Gleason, Jenkins and Langosh

present

Detroit, MI

Manager, Service Center

present

Assist in the resolution of escalated issues by taking ownership and acting as a liaison between our
Lead LATAM transitions by following JLL Call Center best practices
Facilitate distribution of operational policy updates, system outages, and other pressing information to
Understand the Finance operation of the PSC to help on projects and changes that bring savings
Public speaking
Support go-live and ongoing operations for dedicated teams, either in the Pittsburgh area, nation wide or overseas
Focus on JLL projects to bring operational cost down (CSR and others)

Education Education

Bachelor’s Degree in Nursing

Iowa State University

Bachelor’s Degree in Nursing

Skills Skills

Solid JLL Call Center technology knowledge
High level of knowledge of PSC’s P&P
Ability to organize team work
High quality Customer service
Strong verbal and written communication skills
3+ years work experience
People management
Account management
5-7 years Relevant Experience
Computer/Office skills

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15 Manager Service resume templates

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Manager Service Quality, Lean Six Sigma Resume Examples & Samples

Becoming an expert on Lean Six Sigma methodology (Black Belt and Lean Expert Certification)
Building effective relationships with key business partners within and across business units
Managing and implementing process improvement initiatives using Lean Six Sigma methodology
Gathering data to be analyzed, using statistical tools
Recommending solutions to improve quality and eliminate waste
Independently lead end to end projects
Leading / Managing Project teams
Facilitating problem-solving sessions and Kaizen events
Achieving assigned Lean Savings targets / benefits via execution of Lean Six Sigma projects
Monthly project reporting of Lean savings within Instantis project management system

Manager, Service Reg Resume Examples & Samples

Proficiently handle a wide range of responsibilities related to equipment such as troubleshooting/repair, cryopump overhauls, shield cleaning, & service parts sales
Timely resolve customer tool down situations, complaints, etc. to ensure high level of customer satisfaction
Efficiently work with customers on a regular basis. This includes meetings, phone calls, emails, and when needed work on the tool
Arrange resources for equipment installations & modifications
Prepare & execute plans for achieving revenue & profitability targets
Promote parts sales
Efficiently manage a group of field service technicians & engineers. Offer advice to team members
Effectively communicate with customers, team members, & Canon Anelva staff in Japan
Implement new methodologies to improve our business & stay current with market requirements
Must be very well organized in making plans, summarizing data, & presenting the proposals
Occasionally, this position may require an overnight travel with in United States
Bachelor’s degree in industrial technology, or equivalent training. A higher level degree is preferred
Minimum of five years of service related experience (including managerial experience) in the Semiconductor or data storage industry
Excellent verbal and written communication skills are required for the proper communication of highly technical information
Experience with PVD & using manufacturing equipment is required
Familiarity or experience with Anelva equipment is a plus
This position requires driving for company business as an essential function of the job and must remain in compliance with company safety guidelines and policies

Manager, Service Solutions Resume Examples & Samples

Provide recommendations and consult with advisors, staff, and field leaders to guide them through service processes, escalations and business operations. Must be an expert as it relates to Ameriprise processes and procedures (i.e. New Business, Clearing, Compliance, compensation, etc). Effectively communicate with field and corporate partners on specific process improvement, trends, and enhancements. Resolve overstandard cases, ensure appropriate responses, and provide training to associates
Provide practice support and financial service expertise to field leaders, advisors, and staff up to and including Region Director of Operations (RDO) or Mgr-Franchise Engagement & Implementation (FEI). Seek to create and implement information and solutions for complex advisor, staff, and leader issues and challenges as appropriate. Perform routine reporting and analysis contributing to recommendations for the business unit based on needs for process improvement
Serve as the main point of contact and provide assistance for escalated or complex questions, issues, or situations and assist advisors, staff, and leaders with navigation through departments, systems, processes, procedures, policies, tools and capabilities. Develop, sustain and maximize relationships with advisors, staff and field leaders. Provide branch and practice level consultation as identified or requested
3 to 5 years relevant experience
Excellent communication skills; ability to influence at all leadership levels and stakeholders to impacted processes, procedures, and policies
Strong knowledge of all products and systems on the Ameriprise Brokerage Platform
Ability to manage multiple priorities and deadlines
Occassional travel is required
Series 7 is required

Manager, Service Group Resume Examples & Samples

Ability to effectively facilitate and conduct meetings with clients
Ability to react well under pressure and manage difficult or emotional customer situations
Ability to troubleshoot issues utilizing creative and critical/analytical thinking skills
Ability to manage, lead, inspire, direct, motivate, and develop a team of employees
Ability to work with a sense of urgency to meet deadlines and address competing priorities
Strong written, listening and verbal communication skills
Minimum of 5 years of customer services-related or multiple operations team experience required with at least 1 year of experience with OAS required
Minimum of 1 - 3 years of management/leadership experience preferred

Assistant Manager Service Excellence Resume Examples & Samples

Budgets : Creating and managing functional fiscal Budgets, tracking and monitoring budgeted vs. actuals
Purchase and Inventory : Periodic purchases for the function, Inventory of items purchased, determining buffer stocks, re order points –tracking and monitoring actuals vs. budgets
Vendor management: Includes the management of new / existing vendors through relevant BRET processes, payment and delivery management, creation of purchase contracts as required
CPE accrual : Tracking CPEs for SE team, driving the L&D agenda and calendar for the SE team
Ensuring that the GTH / GSS employees get their CPEs for the SE driven and led training programs ; should work closely with L&D team for these activities
Quality DNA : Tracking & certifications
Reporting, MIS and dashboards : for SE internal requirements, need based and adhoc requirements (status reports, utilization reports, internal dashboards)
Planning and driving review mechanisms : Periodic internal reviews , meetings with key stakeholders
Communication : creation, maintenance and execution of the communication calendar ; this calendar includes plans for all the annual SE key events during the year (both internal and external events)
Technology : SE tools and IT applications co ordination with central ops and IT team(s)
GPVI
Induction processes : New Joiner Induction for SE hires, seat allocation, laptops for members
Shared folder management, SE T&M, g T&E
Engage SE, Engage SLs and Engage GSS and EY
SE - PMO :SE executes and drives several internal improvement projects. This person should drive the project schedule adherence and make project team accountable for the successful closures of the same
Action tracking for initiatives, SL meetings, key tasks
Invoicing and financials : ensure that invoices for billable SE projects are sent on time, rate cards are in order, manage disputes, if any around the same, engagement protocols and work orders as needed are created, shared and maintained
Training logistics : Booking of training rooms for training programs,
Event logistics : SE drives and runs several quality related events through out the year ; the individual is required to manage the logistics of the same in a seamless manner
Key presentations : must be able to create and maintain presentations for various meetings, forums, etc. as required
Executive assistance to SE head, as required
Build and manage his / her team across locations
You may be assigned counselees, from within the GSS GTH SE Team, who may be at the level of Senior Associate/Associate ; you will need to build your team based on the needs
Responsible for mentoring and counselling your team member(s) and help them through their developmental needs and leverage their strengths
Above average skills and Knowledge of MS office tools
Should have excellent MS Office skills; exposure and proficiency on MS excel macros / VBA, MS Visio, MS Access would be an added skill
Who has worked in several or most of the KRAs mentioned above
Worked in operations teams in a similar capacity
Background in Quality training, exposure to BPMS, Quality monitoring and tracking, Six Sigma Green belt etc. is desirable, though not essential
5 – 8 plus years of experience
Graduate / MBA
Should have good planning and time management skills
Above average skills in co ordinating and collaboration skills
High energy and self starter
Must be a good team player and be able to work with SE members across locations
Must have zeal and passion to make things happen

Manager Service Quality Resume Examples & Samples

Proven ability and demonstration of leadership skills
Demonstrated ownership for their personal development
Experienced leader in Change management
Mobility within TD Canada Trust for rotations and/or appointment upon completion of the Program would be an asset
Ability to travel may be required

Manager, Service Provider Resume Examples & Samples

Ensure effective management of Service Providers to deliver service in line with Managed Services Agreements (both ITSA and CBISA) and committed Statements of Work with a particular focus on Hosted Infrastructure Services
Establish and run effective infrastructure governance for the Stratus multi-tenanted platform to support the management of Service Providers in line with Technology's service requirements
Develop and run an effective Commercial issues forum including escalation process
Manage the development and adoption of the Operating Model for CBISA managed service
In depth technology professional experience with clear evidence of ability to integrate/manage the delivery of technology services
Demonstrable technology expertise, combined with business understanding and strategic vision to provide value add and concise guidance and management
Strong, specialised understanding of the Services Industry and Service Management disciplines
Must demonstrate commercial acumen and strong sense of accountability
Sound experience in providing technology client service, providing capability, and relationship management in a broad-based environment
History of mentoring/coaching others to enhance their potential and success

Manager Service Continuity Resume Examples & Samples

Extensive years of experience in technology related disciplines with a background in business-facing services / consulting roles
Demonstrated track record in managing complex issues through to satisfactory resolution experience in managing teams and stakeholder relationships- strong customer focus and ability to consult with stakeholders
Strategic orientation – contribute to strategy development and implementation
Experience in Disaster Recovery Management and Business Continuity
Broad knowledge of change management activities and techniques
Excellent communication facilitation, interpersonal and team working skills
Deep understanding of project management lifecycles, discipline and procedures

Senior Manager, Service Request Resume Examples & Samples

25% -Own the Service Request and fulfillment processes to ensure adherence to fulfillment targets. Work with fulfillment teams, service owners, regional IT Operations teams and other functional areas to ensure they are achieving their SLAs. Identify deficiencies and drive improvements with a focus on the End User experience and increasing self-service
25% - Monitor and report on key performance indicators including but not limited to Time to Fulfill, Service Levels and Customer Satisfaction. Identify and lead efforts to automate reporting and dashboards for key performance indicators
25% - Support critical projects that require integration with the End User or IT catalog. Work with fulfillment teams to automate transaction tasks in order to reduce manual steps. Manage the development teams engaged with that work. Understand the underlying SN technology as it relates to the catalog in order to develop and maintain a roadmap. Keep current with the vendor and industry peers on the direction of service catalog
20% - Govern the Service Request catalog to make sure it is kept current and relevant. Determine appropriateness of requests, manage development and release schedule, retire non-relevant items
5% - Interface with the Global Service Desk, functional areas and project teams to provide Service Request Management thought leadership and subject matter expertise
B.S. degree required. Computer Science or related discipline is preferred
A minimum of 8 years of relevant experience in information technology
A minimum of 6 years of experience in IT Support/Request Management
Knowledge of the ITIL service request management process
ITIL certification v3 preferred
Strong hands-on technical knowledge and experience centered around service request automation with the ability to provide recommendations for improvement is required
Support automation experience including direct experience optimizing, automating, and creating support processes which allows for the elimination of manual support processes
Strong customer-facing and administration skills with respect to technical and service functions
SLA/OLA management experience
Experience with key project roles on large enterprise development projects
Must be able to adopt and internalize change to support continuous process improvement quickly

Manager Service & After Market Resume Examples & Samples

Ensures that the highest level of safety standards are implemented and aligned with MESH; Eaton’s Zero Incident Safety Culture as well as National guidelines, procedures and certificates
Develops and drives the ME Service Strategic Plan to ensure growth (double to triple turnover in 3 full years) and sustained profitability in line with Eaton’s coverall Strategic Goals. Achieves/exceeds service annual targets as set in Profit Plan and APEX
Manages the service team for maximum result with agreed KPIs. Controlling, monitoring and analysis of results. Supervision of quotations, orders, invoicing and (ad hoc) service contract management
Graduate or equivalent, preferably with 5-10 years’ experience as technical / service manager
Preferably: graduated as an engineer, experience in engineering world, familiar with server management, network security/ monitoring, disaster recovery, safety management, …
Commercial skills, relationships builder, customer focus
Results driven
Managerial skills: leadership, change management, builds organizational capability, thinks and acts strategically
Business integrity, ethical behavior
Process improvement / project management skills
Good knowledge of standards and regulations in accordance with IEC and NEMA/ANSI
Proficient in English language
Advanced MS Office skills (Excel, Outlook, Word en PowerPoint), knowledge ERP business system

Manager, Service Coordination Resume Examples & Samples

Manages and develops direct reports, which includes any subcontracted entities
Conducts performance evaluations, hires and makes termination decisions
Arranges and facilitates initial and ongoing Service Coordination training
Provides ongoing consultation with Service Coordination staff and reviews caseloads on an ongoing basis, both through regular face-to-face supervision sessions and review of management reports and deadlines
Participate in member case conferences and other communications as necessary
Run and review Service Coordination reports generated for internal purposes and/or for submission to the state
Perform audits of assessments, care plans and service notes to verify cases are properly established and that member coordination activities are occurring and appropriately documented
Contact providers, agencies and other community-based organizations as necessary
Contacts members or their designees when a member requests a change in Service Coordinators or for other member concerns
Counsels Service Coordination staff as necessary
Coordinates activities of department to meet budget and deadlines and resolves conflicting demands
Participates in and provides oversight for process improvement initiatives
Ensures regulatory requirements and accreditation standards are applied to all review activities and reports
Creates, applies and utilizes policies and procedures
College degree or 5+ years of related experience
Clinical background (registered nurse, social worker, or other health care professional with a minimum of three (3) years of relevant healthcare experience (preferably in long-term care) preferred
Prior case management experience or Certified Case Manager (CCM) preferred
Experience working with/knowledge of Aged, Blind or Disabled Populations

Manager, Service Excellence Resume Examples & Samples

Bachelor’s degree (masters preferred) relevant to position, required
Five to seven years or more of healthcare experience including customer relationship management experience, quality improvement, data management and physician relationship competence. Must have experience leading a team
Knowledge gained through recognized sources includes quality improvement processes, project management skills, successful deployment abilities, and effective communication skills
Work requires creativity, strong interpersonal skills, leadership, partnership and commitment to theobjectives of HTPN
Is able to draw insightful impressions from the objective data, “human intelligence” and other forms of investigation to identify process and organizational culture issues in need of improvement
Skilled at facilitating multidisciplinary meetings with clinicians, physicians, and/or managers
Makes informed decisions and takes appropriate action in accordance with HTPN goals and objectives
Ability to implement multiple simultaneous projects by regularly assessing the progress and the effectiveness of component tasks, and by seeking input and/or assistance to overcome barriers
Must be an energetic self-starter and exhibit the ability to perform with little supervision
Serves as a working manager who oversees the work of his/her team and takes on assigned duties in multiple areas as well
Monitors and engages in service initiatives as directed by the Director of Service Excellence
Monitor the exchange of data and information (adds, changes, closes) with the HTPN Service Excellence survey vendor by designing and executing processes that promote seamless interactions
Oversee and take part in data extracts and designingreports to communicate Service excellence results to staff, physicians, executive leaders and the SEC. Researches all reporting outliers. Creates and updates appropriate databases
Oversees and improves the service orientation for new staff and On-Board Training for new providers
Conducts and/or arranges for the ongoing training of non-physician HTPN staff in areas as determined by survey results or the expressed wishes of leaders to ensure employees have the information available to successfully execute initiatives
Develops and implements programs and/or materials used in educating staff to enhance their knowledge base and help facilitate service processes
Serves as a consultant in the implementation or revision of evidence-based practices and serves as a trusted change agent related to various groups and individuals charged with HTPN service initiatives
Demonstrates the ability to coach, mentor, teach, lead and facilitate teams utilizing ABC Baylor performance improvement methodology
Promotes a cohesive working relationship with various HTPN clinics and staff to provide updated information and appropriate communication with affected parties
Manages a process of conducting regular and ad hoc audits to assess service delivered and to identify related improvement opportunities
Oversees and tracks travel, consulting and office budgets as appropriate
Keeps management abreast of current and anticipated service issues and communicates with other committees within HealthTexas as required
Supports HTPN physician and administrative committees as assigned
5-7 Years of Experience (See Summary)

Area Manager Service, Hyderabad Resume Examples & Samples

Complete timely installations, preventive maintenance, calibration, and troubleshooting both hardware and software problems for all instruments as assigned with in the given timelines and following the standard procedure
Demonstrate the Basic operations, Basic maintenance of the LC-MS/MS instruments to customers
Maintain the service response time and down time for all service/breakdown calls
Maintain and ensure the spares and consumables inventory at key customer accounts
Ensure quality service support is being provided such that high levels of customer satisfaction contributes to win rate
Work closely with Sales and Application Support teams to leverage competitive advantage for the business in the region
Contribute to development, nurturing and retention of key customer base in the region
Provide strategic competitive market intelligence to the team
Share business leads with the sales team
Make timely escalations to the service leadership in order to get timely and relevant support for driving business in the region
Establish a strong team by coaching junior members of the team
BE in Electronics and/or Instrumentation
3 to 5 years of relevant experience in Lifesciences or related industry
In-depth understanding of analytical instrumentation in research, specific to mass spectrometry and/or LC
He/she should have hands on experience related to instruments like HPLC, GC, LCMS etc (exp on MS is an added advantage)
Exposure to a technical support function in a business environment of sales of high value capital equipment is highly desirable
Excellent communication skills (written and oral); Strong presentation skills
Leadership skills; Experience and ability to build relationships, influence people; good negotiation and interpersonal skills good customer handling and interaction
Demonstrated experience of being a team player
Good command over the English Language
Proficiency in MS-Office
Flexibility to travel frequently at short notice

Senior Manager Service Optimization Resume Examples & Samples

Introduce proactive optimization services that include initial implementation and ongoing performance and configuration assessments and reviews for customer deployments; includes networks, compute/storage, and security infrastructures
Handle dependencies and interactions with other operational teams
Operational Budget
SLA attainment
Various ITSM KPIs
Complimentary Integration with Managed Services objectives
Handle customer escalations within Service Optimization, and manage the escalation process in a timely and effective manner, including overseeing the escalation process for those issues requiring senior intervention
Prepare summaries of KPI’s for Senior Leadership, and provide analysis of, and trends in, those KPIs
Maintain a team skills matrix, and execute a training plan for the team to ensure staff can effectively deliver the services being offered by Service Optimization, and also to ensure the skills growth of members of the Service Optimization team
Contribute to OPEX and CAPEX plans for lifecycle management of equipment and software / applications / tools under management
Work with HR to satisfy Rogers process for employee review, salary reviews, establishing individual objectives for team members, etc., and to generally ensure the productivity and effectiveness of all Service Optimization technical team members under his/her supervision
8+ years’ experience in providing technical solutions in a customer facing environment
Demonstrated ability to assess technical challenges and to develop a cohesive solution to those challenges
Expertise with remote monitoring and management tools, and ITSM tools
Experience managing geographically dispersed teams
Strong understanding of ITIL practices
Strong understanding of customer care processes
A proven ability to communicate clearly, both orally and verbally, with peers, subordinates and supervisors
A demonstrated ability to effectively address customer facing challenges and communication
A solid understanding of the performance monitoring technologies utilized by Managed Services, and a proven track record of implementing, configuring, and maintaining solutions in a managed services environment

Manager, Service Excellence Resume Examples & Samples

Responsible for performance management of their assigned work staff
Responsible for hiring, developing and coaching their assigned work staff
Responsible for leading staff, with staff located in virtual offices across the continental United States
Serve as an escalation point for significant customer situations, which entails Compliance, Regulatory, or Procedural Risks to the organization
Responsible for mitigating escalated customer situations, which entails Compliance, Regulatory, or Procedural Risks to the organization
Responsible for overseeing the tracking and resolution of Distribution submitted customer inquiries and trending results to identify/implement proactive back office solutions in partnership with Distribution and Service Leaders
Knowledgeable of Compliance, Service, and Distribution policies and procedures and familiarity with the Group Insurance products, services, administration systems and Service Model methodology is preferred
Maintain ability and authority to grant process exceptions due to home office errors
Oversight of departmental budget, with responsibility for managing expenses including salary and travel expenses
Proactively work with internal partners to eliminate discovered areas that need improvement to enhance our customer service delivery
Travel to satellite offices to meet with staff, Distribution personnel, and local customer base
Please note this position will be located in close proximity to a Prudential office locations across the US. Preferably in the following locations: Scottsdale, AZ; Sherman Oaks, Walnut Creek, or San Diego, CA; Houston or Dallas, TX; Seattle, WA; Plymouth, MN; Denver, CO; Troy, MI; Columbus, OH; Creve Coeur, MI; or any of our Eastern locations
Minimum of 5 years operational and/or relationship management experience, to include 1 or more years of people leadership experience
Bachelors degree strongly preferred; MBA or advanced education a plus
Strong analytical skills with the ability to extract themes and meaningful opportunities from large data sets
Knowledge of Group Insurance Products and Sales/Service Model, preferred
Professional presence, and ability to provide executive level presentations required
Strong communication skills, both written and verbal, with a proven ability to write clear and concise reports
Ability to work autonomously and independently to develop staff, process, and business relationships
Proven leadership and change-management skills, team-orientated, and a proactive and optimistic management style
Strong ability to motivate others
Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others
Ability to travel up to 25% based on location

Manager, Service Coordination Resume Examples & Samples

Bachelor’s degree in Nursing
5+ years of nursing, social work, healthcare administration, or patient/community advocacy experience in acute care and/or Homecare setting strongly desired
3+ years nurse management level or higher with proven Leadership skills
Must have Case Management experience for the Geriatric/Underserved community and/or Medicaid managed
Must have Previous Fiscal/Budget & Strategic Planning responsibility
Previous experience managing staff, including hiring, training, assigning work and managing the performance is Required
License/Certification: RN license in the State of Texas is Required
Strong proficiency using Microsoft Excel and electronic communications is Required

Manager, Service Center Resume Examples & Samples

Regularly exercise discretion and business judgment; research and resolve customer issues
Facilitate distribution of operational policy updates, system outages, and other pressing information to
Must have excellent telephone service skills and desire to pursue career in customer service in call center environment. Positive, customer focused attitude and demeanor with a desire to provide outstanding service
Associates degree required, bachelors degree a plus
Desire to lead others and have the ability to work effectively and foster a team environment
Problem solving skills & attributes; accurate with attention to detail
FINRA Series 6, 7, or 24 preferred or ability to obtain the required Series 99 within 90 days
1-2 years prior LPL service, operations or related experience is required
3-5 years management experience preferred
Excellent communication skills, ability to handle multiple projects and deadlines

Manager Service Resume Examples & Samples

Supervise escalator clean downs and annual cracked step inspections
Review material orders. Minimize overnight shipments
Review callbacks daily. Assure that mechanics comply with check out procedure (the time the job was completed and the callback code)
Complete quality audits and customer contacts one day a week. Audit jobs, visit with customer, and complete appropriate forms. Review information with the route mechanic
Conduct service meetings once a month outside of the meetings with the Service Manager. Deliver checks once a month and meet with the field men
Review outstanding repairs with the Repair Supervisor to assure accurate scheduling and completion of all repairs
Ensure all time tickets are accurate. Check and approve all service time tickets and invoices for vendor’s materials
Contact and update customers when units are left shut down for repairs or parts
Two years experience in maintenance/repair within the elevator/escalator or related industry
Experience or ability to learn PC database, spreadsheet, scheduling, project management, communication and word processing applications
Good leadership, supervisory, organizational, written, verbal communication and customer skills
Ability to read, analyze, and interpret general business and technical procedures, or governmental regulations
Ability to write reports, business correspondence and procedures

Manager, Service Availability Resume Examples & Samples

5-7 years experience in an IT
5 years or more experience leading a team directly
3 years or more experience directly with Problem Management
3 years or more experience with ServiceNow
Strong ability to establish, build and sustain relationships
Solid understanding of a key IT infrastructure architecture technology (networking, database, servers, storage, directory services)
Proficiency in a variety of problem management methods (such as Kepner Tregoe, Pareto Analysis, etc.)
Demonstrated experience working with Service Management tools for Event, Incident, Problem Management and Change Management
Experience in creating process documentation
Ability to build strong relationships and work effectively in a highly matrix organization
Strong analytical skills with the ability to synthesize the ecosystem and relationships of various IT technologies for the delivery of business services
Ability to adapt to changing environments with ease and resiliency
ITIL V3 Foundations certification
3-5 years experience working in Fortune 500 IT organizations
Six Sigma experience
Experience building reports with Business Objects

Senior Manager, Service Optimization Resume Examples & Samples

Introduce and integrate several technology monitoring, management, and assessment tools, each with their own reporting capabilities, and will be responsible for the integration of the tools with the Information Technology Service Management (ITSM) platform
Develop communication and reporting plans to advise customers of optimization activities, report on findings, optimization actions taken, and benefits to the customer
Develop and maintain SLAs for optimization services
Integrated Network and System Management
Complimentary integration with EBU Operations teams and objectives
Prepare plans and deliver on service optimization initiatives. Seek opportunities to improve service delivery
Prepare and execute plans to assess, deploy, and test network and system management tools, and enable the integration with the ITSM platform and other technologies as required
Oversee day-to-day operation of the Service Optimization team, including the management of staff located in various geographies across Canada
Maintain relationships with various vendors to ensure training is obtained on new products; product evolution is known and included in lifecycle planning
Perform other duties and responsibilities as assigned by Senior Management
5+ years’ experience working in a management or team lead role in a managed services or IT support environment
8+ years’ experience in providing and managing technical solutions in a customer facing environment
Expertise with leading technology monitoring and management tools, and integration with the ITSM platform
Expertise with system assessment and optimization tools and techniques
A desire to lead in a dynamic environment, and an ability to prioritize his/her own actions as well as those of his/her team
A demonstrated ability to manage technical teams
A positive attitude with a desire to constantly improve

Senior Manager, Service Resume Examples & Samples

Provide leadership on national Marketing Communications service related programs and develops and implements appropriate methods, practices, and policies to guide work
Serve as liaison with cross functional stakeholders and additional necessary parties to ensure project goals, timeline, and budget parameters are maintained. Ensures key Marketing Communications programs are communicated both internally and externally
Partner with Divisions to garner best practices to optimize communications programs
Responsible for refresh of transactional emails including brand voice guidance, enhancements and refinements to align to larger business goals especially self-service
Work with copywriters and agencies to develop and execute all programs and tactics, resolve schedule risks and secures all approvals including legal
Develop and maintain tracking mechanisms for large inventory of cross company service communications reviews and requests
Prepare executive level updates as well as real-time project summaries for internal stakeholders of all key projects

Senior Manager, Service Readiness Resume Examples & Samples

Manages all initiatives in establishing and delivering technology solutions, material, documentation and processes to further enhance and evolve all DMS Implementation Processes/Initiatives that are internal and Client facing. This also includes ensuring all solutions, material and documentation are professional, intuitive and properly branded by Marketing
Manages advanced product and product release training for Implementation Team Members while also delivering process training for Implementation Team Members including process changes resulting from Dealertrack DMS and Fixed Ops solution roll outs and/or changes
Manages Flex Team Members who are new hires or Team Members working towards their certifications in Implementation Services to ensure they are properly mentored, developed and trained before being assigned as Implementation Services Team Members
Manages Forms Assurance Team Members to expand and evolve the internal and external DMS' Forms library for contracts and forms tied to banks, states and counties,
Implement changes to improve customer experience. Be proactive in creating new and innovative solutions to internal and external customer needs
Proficiency in Microsoft Office Tools and Salesforce.com is a must
Strong organizational and administrative skills with attention to detail
Highly developed sense of integrity, decision making, problem resolution skills and commitment to customer satisfaction
Previous leadership experience with responsibilities for leading client engagement teams, meeting deliverables, implementation value-add solutions, developing and maintaining client relationships, providing on-site customer care, account strategy development/execution, service delivery and sales support
Ability to identify and implement process efficiencies to meet service targets and a demonstrated ability to lead projects / team to successful, on-time completion

Manager, Service Excellence Resume Examples & Samples

Five (5) years clinical experience in acute care hospital setting
A minimum of three (3) years supervisory experience
Experience with customer service program is preferred
Bachelor's Degree in Nursing preferred
Graduate Degree in Healthcare Administration or other business related
Ability to analyze and trend data and statistics complex, abstract problem solving capabilities to maintain system-wide functions understanding of the complexities of the health care environment comfortable as a team member and informational leader
Demonstrated ability to manage, develop, plan and deliver projects with minimal direction high level of initiative and strong business judgment

Manager Service Excellence Resume Examples & Samples

Hertz systems
Human Relations principles
Hertz HR policies and procedures
Ability to work across diverse groups and influence business leaders

Manager, Service Centre Resume Examples & Samples

Lead and manage the in-house Colliers Service Centre staff and outsourced afterhours service provider to develop and maintain a seamless, professional customer service function
Oversee the technology tools for managing property and occupant information, tenant service requests and preventive maintenance workflows nationally to ensure accuracy and responsiveness
Responsible for all service enquiries, concerns and complaints and ensuring those matters are resolved efficiently and effectively
Develop, maintain and report on service metrics to continually improve Service Centre performance and offerings
Communicate Service Centre policies and procedures to other departments
Work with Managers in other departments to ensure effective execution of operations
Issue and analyze tenant satisfaction surveys for quality assurance purposes
Budget preparation and financial monitoring
Daily, weekly and monthly reporting of Service Centre activity (utilization, call volume and operating reports)
Provide feedback and recommendations for the purpose of improving the Service Centre
Ensure emergency procedures are current and accurate to ensure business continuity in the event of an emergency,
Liaise with third party monitoring company as required to ensure support continuity to our standards of quality
Employee training of electronic and web based systems
Monitor employee productivity and performance and implement processes and procedures to increase efficiency
Monitor performance and provide feedback; conduct performance appraisals and coaching
Employee Performance development and management; setting & monitoring objectives and performance expectations
Makes good decisions in a timely manner, based upon a mixture of analysis, wisdom, experience and judgment; most solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions
Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures performance; monitors process, progress, and results; provides effective coaching and feedback on a regular basis
Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team/project members; can assess each person's hot button and uses it to get the best out others; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel their work is important; is someone people like working for and with
Spends their time and others time on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus
Steps up to conflict, seeing it as an opportunity; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise
Post-secondary education in Business Administration or equivalent work experience
3 to 5 years supervisory experience in a call centre and/or customer service position
Possess strong organizational, time management and project management skills with a demonstrated ability to work both independently and within a team environment
Exhibit a high level of professionalism and excellent interpersonal skills
Ability to communicate clearly and concisely, both orally and in writing
Advanced skills in Microsoft Office applications (MS Word, Excel, PowerPoint and Outlook)
Previous experience with a computerized maintenance management system is an asset
Previous experience in a real estate or property management environment

Manager, Service Fumigation Resume Examples & Samples

Manages, monitors, and motivates staff of the fume service department to provide quality service to customers in a timely manner
Provides continuing, up-to-date training of fume service
Ensures team performs work in accordance to TMX fumigation standard operating procedures, label, and legal compliance through inspections and audits of fumigation work by the fume team. Ensures and is responsible for safety of fumigation associates and communication of safety standards to associates
Ensures team meets production goals on a daily basis
Responds to and works to resolve escalated customer complaints
Maintains storage inventory and follows storage regulations of fumigation materials
Interacts with sales team to provide exceptional customer service, create a strong level of job preparation, and have constant communication
Manages and projects capacity, while maintaining a minimal backlog of service orders
Actively recruits strong candidates and ensure proper staffing levels are met
Personally takes responsibilities of a fume crew member in the event of an absent crew member, to include driving
Ensures paperwork is fully completed and submitted in a timely manner, to include subcontractor work as well
Ensures team is utilizing TMX fumigation app and are fully compliant with usage
Meets with team leaders to ensure consistency of messages and direction of department
Current state Fumigation Licensure required and must be kept active
Ability to speak Spanish is highly preferred
CDL and Hazmat certification required
CPR and First Aid certification required
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence
Must pass a Pulmonary Function Test and SCBA Fit Test
Valid Drivers’ License
Skill in supervising of associates
Ability to use Microsoft Office and learn new technology (such as smart phones)
Knowledge of fumigation chemicals and the regulations that apply to them
Ability to interpret a variety of instructions furnished in written, verbal, diagram, or diagram, or schedule form
Familiar with DOT rules and regulations
Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform acuity to perform activities at or within arm’s reach with skill, control, and accuracy, and to determine the accuracy, neatness, and/or thoroughness of work assigned, or make general observations of facilities or structures (i.e., inspection)
Visual acuity to operate motor vehicles or equipment

Senior Manager Service Center 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
Strong customer service skills. - 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

Senior Manager, Service Continuity Resume Examples & Samples

Accountable for the delivery, execution and maintenance of a three year roadmap for the Service Continuity domain
Researches, recommends and through supporting staff directs the successful implementation of Service Continuity technologies that support U S Cellular’s applications and business functions
Manages successful delivery of request for new or updated services and applications into the continuity framework
Provides guidance to cross-functional project delivery teams in the implementation of Service Continuity technology and services
Sets clear project priorities for the entire team and drive results; ensures systems are available and performing well within defined service level agreements (SLA)
Submits accurate and timely budget forecast for department
Establish and maintain working relationships with other infrastructure and business teams across IS and the business
Establishes, manages and reports on key performance indicators (KPI) and (SLA)
Be available 24x7 to lead recovery operations when needed
Through continuous improvement, will review if disaster prevention and/or service disruption measures are still in line with risk perceptions for the business, and to verify if continuity measures and procedures are regularly maintained and tested
Ensure all documentation is up to date, relevant and accurate
Bachelor degree in computer science, electrical engineering, or related discipline is required
Minimum of 8 years of experience in IT management required
5 years of prior project or lead experience required. Telecom Industry experience preferred
Experience managing large-scale, long-duration software development projects preferred
Working knowledge of ITIL, ITIL certification preferred
Experience leading and developing a cross-functional team is required
Excellent verbal, written and presentation skills are required
Knowledgeable of multiple infrastructure related disciplines (Networking, Databases, Platforms or Storage)
Relationship management skills required
Up to 5% travel for regional meetings and technical seminars required

Assistant Manager Service Resume Examples & Samples

Work is moderately complex and specialized in nature
Work involves routine and non-routine duties or tasks and is completed under general supervision
Work is completed according to well-defined, established procedures involving sound independent judgment
Supervisor or manager provides direction for items exceeding assigned authority or unfamiliar situations
Decisions and quality of work have an impact on the functional area and / or customers
Role involves exposure to customers as well as external vendors and service providers
Role requires ability to effectively handle diverse operational matters and unanticipated events
May be required to work outside of regular business hours
International travel may be possible
Secondary school graduation
At least 1-2 years of experience in related role
Team player and development minded
Ability to meet volume, quality and regulatory performance targets
Strong communication (verbal and written), customer service and interpersonal skills
Good analytical and critical thinking ability
Ability to embrace change
Knowledge of HSBCnet product
Knowledge of HSBCnet policies, practices, and procedures

Manager, Service Providers Management Resume Examples & Samples

Understand the seller success strategy to grow assortment across ventures - build the seller services plan and resource requirements for ensuring the sellers we recruit can grow to their full assortment potential on Lazada
Identify the service providers, gather requirements with countries and internal stakeholders and set up the services including test and pilots
Roll out new service in the countries with smooth and efficient processes and ensure adoption by the sellersGather feedbacks from sellers and internal team and constantly think out of the box how to improve the service and increase the adoption

Senior Manager, Service Level Management Resume Examples & Samples

Accountable for the vision, design, establishment and on-going operations of a Service Level Management program for all Technology services
Responsible to develop and communicate the vision for SLM throughout the SWA Technology community, to help motivate team members towards continual improvement
Accountable for collating data from various sources and conducting analytics to identify improvement opportunities, as input into an Executive Presentation on Technology Performance on a monthly basis
Accountable for performing trend analysis on metrics to provide information to assist stakeholders in continually driving improvements
Facilitate regular meetings with stakeholders on information derived from operational performance data for the purposes of process improvement
Enable and empower the Service Improvement team to be a high performing team through effective recruitment, coaching, mentoring, development and talent management
Responsible for ensuring that all Service Management processes have Continual Service Improvement activities built into the core and that mechanisms are in place to ensure the processes are measurable and improving
Conduct monthly performance reviews with Senior Leadership
Monitor SLA performance against SWA business needs and requirements, including follow-ups for corrective action
Benchmark all corporate SLAs for IT services with internal and external service providers
Meet regularly with IT and business unit managers to clarify new SLAs and finalize new requirements to existing SLAs
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent SLA activities and developments
Prior experience in the design and establishment of a corporate-wide Service Level Management program
10 years + technical, management, communications, and financial skills in IT Operations preferred
5 years + as a leader in Service Management required
Proven experience with both business and technology with SLA and OLA
2 years + in business analysis required
2 years + in enterprise governance (or equivalent experience) required
Experience with or knowledge of major ITSM products such as HP Service Manager, BMC Atrium,ServiceNow, or IBM TADDM/CCMDB required
May be asked on occasions to lift and/or pull weights loads of approx. 20 lbs. on a periodic basis
May require extended work hours per Leaders' request
Must be able to climb, bend, kneel, crawl, and stoop on a periodic basis
General knowledge of business/Leadership principals, including planning, organizing, directing, developing, and supervising
General knowledge of personnel practices and regulations
General knowledge of software development practices, concepts, methodologies, tools and trends
Proficient knowledge of project management methodologies
Excellent partnering, negotiation and communication skills in order to facilitate interactions with business Customers and technology teams
Provides tactical leadership for Team(s)
Uses appropriate motivation and influence techniques to achieve desired Team results
Sets and manages stakeholder expectations
Delivers quality projects on time and within budget
Manages projects using the organization's project management methodology
Limited travel with potential for increased/decreased travel based upon Technology Department needs

Dy Manager, Service Resume Examples & Samples

Formal supply chain qualification
Minimum 3 years in business or Supplier Management experience
Experience in Purchase order management
Ability to work within a team environment both in country and in overseas suppliers
Confident, able to communicate clearly and escalate issues
High degree of resilience
International Purchasing experience
Commercial Acumen

Manager, Service Trainee Resume Examples & Samples

Maintains responsibility for the overall direction, coordination, and evaluation of direct and indirect reports in compliance with policies, procedures, loss prevention, safety, and environmental codes, and laws
Directs, instructs, and manages a team of associates, including assigning, supervising, and appraising work; rewarding, motivating, counseling and disciplining associates; addressing associate complaints and resolving problems
Trains and coaches service selling associates on "Pep Boys Customer Care Process", Courtesy Vehicle Inspections (CVIs), and general operation of store systems
Keeps store staffing and talent at optimal levels to ensure operating efficiency and top service levels. Sources key shop (technician) and selling positions regularly in order to have talent readily available for increased staffing and customer needs. Partners as appropriate to interview, hire, demote, and promote external and internal candidates
Monitors the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Largely responsible for the overall day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs and proper service repairs
Ensures the execution of customer service standards and customer satisfaction programs, and ensures the equitable resolution of customer complaints. Follows all policies and procedures related to cash, credit, check, refund and return policies
Follows all policies and procedures related to all point of sale (POS) transactions, inventory integrity, reverse logistics and purchase for re-sale parts (OP) procurement and vendor payment practices
Partners with the Fleet business team to maintain and build Fleet service customer relationships
Advises associates, technicians, and customers on tires, parts and service programs
Effectively communicates with all store associates, managers, and customers
Key holder and responsible for basic and detailed opening and closing responsibilities

Senior Manager Service Enablement Resume Examples & Samples

Develop deep relations with all GSS, Products, and Engineering leaders. Use these relationships as a platform to drive a cross-organizational culture change towards customer-centricity in product development
Manage a team of Service Architects and develop them from tacticians and responsive players to strategic, proactive drivers of change who earn seat at the table within the product teams they support. Drive the evolution of the Service Architect role over time
Direct management and leadership of the team including: hiring, compensation, retention, and performance management. Work with individuals on the team to set personal Management by Objectives (MBOs) and manage the achievement of the objectives
Set team strategy and lead towards the achievement of team goals. Create an environment that is both motivating and fosters a cohesive team. Champion your team’s achievements within the organization
Work closely with the Director of Service Enablement to contribute to the overall Service Enablement team’s strategy and evolution
Find new and innovative ways to improve the team along the organizations key tenets of Efficiency, Scalability, and Quality
Represent Customer and GSS viewpoints in product scoping, development and design process. Think outside of the box to create a strategic vision for serviceable and supportable products
Analyze product-related issues, incidents and gaps, and drive strategic escalations where necessary to resolve conflicts and guide product improvement efforts
Use analytical approach to provide data about the health and cost of supporting existing products, to drive better decision making within Products leadership
Bachelor's Degree in Computer Sciences, Engineering or equivalent experience in relevant field
Overall Experience: 10+ years
Professional service or support experience: 5 years
Preferred: Akamai GSS experience: 3+ years
2+ years team leadership experience
Previous Management Experience leading strategic professional teams
Demonstrates maturity to weigh company priorities against the goals and compromise when necessary
Demonstrates extensive knowledge in, and/or a proven record of success in a role managing efforts related to all phases of the product development lifecycle, from concept to post-launch
Extensive experience with various aspects of the customer lifecycle within services organization, including customer implementations, account management and support roles
Detail oriented and able to juggle many projects, priorities and escalations in parallel
Demonstrated leadership and management skills, prior experience managing teams of 2 people or more
Proven record of being able to develop trusted relationships, a strong internal network and use influence to drive change
Successful track record of working in matrix management organizations

Senior Manager Service Transformation Resume Examples & Samples

Support the Sr. Director Sales Academy and the DTC&Franchise Sr. Management team in leading the service transformation to implement the adidas Group Service Model across Own Retail, Franchise, eCommerce stores and other Sales channels/functions
Create framework for and lead implementation of an organization-wide service transformation initiative, measured by core global sales performance KPIs
Act as an expert point person in Global Sales on all topics related to service transformation as well as the enabling Service Model
Translate the adidas Group Service Model aspiration into concrete, channel- and function-specific goals and work packages for both the teams in the global Headquarters as well as the Markets
Manage the Connect Engage Inspire community across Markets and Headquarter functions, including regular update calls, social media, meetings and events
Prepare and maintain a relevant project management framework and tools for the Service Model program, provide input and updates to ensure a coordinated implementation approach in the Markets
Project manage the creation and realization of work packages from pre-project analysis, capturing current processes and practices across markets and seek best in class resources, to test/pilot execution and implementation in defined target markets
Drive the development of new concepts and ideas that support the accomplishment of Service Model ambitions
Track status of implementation and ensure delivery of agreed objectives
Develop, implement, and continuously review a sustainable and complete framework to measure the success of the Service Model implementation in the Markets
Based on identified needs, partner with key teams cross-functionally to develop solutions which enable the achievement of our Service Model objectives
Consistently screen the retail market and industry for best practice and other news as well as benchmark competitors to the adidas-Group DTC and Franchise environment
Facilitate a culture of sharing and adopting Global best practice across all markets
Advanced user of MS Office suite of products
An additional European language is an advantage
6-8 years business development or project management (ideally in a Service Model or Retail&DTC area) experience

Manager Service Quality & Audits Resume Examples & Samples

Conduct service quality audits
Develop roadblock analysis and action register creation in order to identify strengths, weaknesses and non-compliance of Hertz standards at RAC/HLE locations
Report findings and problem resolution recommendations to local and senior management
Assist in developing standards in customer service, policies, and drive the customer focused initiatives
Complete special projects as assigned at the direction of the Director and Senior Management, including competitive analysis, project management, and other specialized investigations
Conduct mystery video audits and checklists of RAC/HLE locations within the bounds of local and state recording laws, following training and certification in the mystery video process

FP&A Manager, Service Resume Examples & Samples

Leverage Global/Regional/CBRE Accounts plans to increase accounts’ value/loyalty
Responsible for creating, optimizing and driving consistent metrics to measure service growth and profitability in all segments of the business
Sharing best practices in the use of systems, models, analysis, metrics to consistently improve service growth and profitability in all segments of the business
Ensuring that consistent reporting is used across the region for all service segments
Where necessary, implementing pricing strategy for service labor to drive margin expansion
Facilitate key metrics reviews monthly and through audits for compliance, safety, profitability, quality, leverage and utilization
Strong business partnership & delivery of results in a matrix environment
Proven communication & influencing skills
Minimum of seven years of experience in a multinational business in the services industry highly preferred
Regional/international exposure
Hyperion Smartview experience preferred

Senior Manager Service Readiness Resume Examples & Samples

Schedule and conduct readiness meetings in order to keep all business teams (Customer Support, Data, Marketing, Implementation, Training, Product, Production, Sales, Legal etc.) informed of latest projects and to provide a cross-functional venue for input, sharing ideas and approval. Keep stakeholders on task for deliverables, with clearly defined due dates and expectations and dates
Coordinate between product, service, implementation, development teams and other key stakeholders to ensure readiness projects stay in track. Interact directly with key team members, prepare reports on the current condition of logistics and drive commitment on the next course of action
Develop or maintain process and procedures for new product initiatives as required. Involving interviews with SME’s understanding workflow, ensuring compliance and creating detailed explanatory documentation. Establish/strengthen proper internal controls to ensure adherence to established procedures. Modify said procedures to ensure efficiency and optimization
Diverse special projects to support the product operations and market readiness team

Manager Service Resume Examples & Samples

Oversee the daily operations of the service department
Assure adequate manpower and supplies are available to complete work assignments
Calculate full maintenance pricing for sales staff, including labor rates and preventative price quotes
Develop annual departmental budget
Monitor progress towards budgeted goals and implement cost controls or reductions as necessary
Assess departmental performance regarding quality of work and customer satisfaction
Analyze warranty issues to identify areas for improvement
Follow up on escalated customer service concerns or complaints and ensure satisfactory resolution
Maintain a clean and safe work environment
Develop marketing plans with sales and marketing departments to develop and increase service department business
Contact customers to generate additional business
Oversee review of in progress and completed jobs to verify scope of work completed appropriately and safely
Establish work standards and evaluate Service Department staff's performance
Hire, counsel, and discharge Service Department staff as necessary

Assistant Manager, Service Resume Examples & Samples

Under the direction of the Store Manager of Service, assists in various aspects of customer care, work order and register assistance, facility maintenance, and merchandising activities, including tire related stocking. Ensure that service equipment is in proper working order and housekeeping standards are followed according to SSC direction and instruction
Assist in monitoring the shop productivity, workflow, and procedures with an emphasis on efficiency, thoroughness, and safety. Help with the day-to-day operations of the back shop, such as ensuring that the service staff complete CVIs through associate observations
Effectively communicates with all store associates, management, and customers
Strong customer service skills

District Manager, Service Resume Examples & Samples

Manage direct Field Service Technicians, Territory Managers and Field Technical Training Specialists (FTTS) within an assigned territory
Manage department operating budgets for assigned territory
Proactively manage open task aging and resolution times for all technicians (direct or 3rd party) within assigned territory
Responsible for personnel activities for all employees including performance reviews, salary adjustments, hiring and termination recommendations
Responsible for fleet management; for the maintenance, repairs, fuel, regular checks, etc
Responsible for driving and administering employee safety programs and awareness for assigned territory
Coordinates the activities of all Field Service Technicians within assigned region (direct Life Fitness technicians, Territory Managers, FTTSs, Dealer service technicians, and third-party servicers) in the field as required to keep all Life Fitness equipment in proper operating condition
Field Travels with Field Service Technicians, TM, FTTS, to ensure processes are followed and to provide coaching and feedback
Coordinates National Trade show support as required
Provide the necessary support to Field Service Staff as required (i.e. work orders, call scheduling, repair parts ordering/tracking, etc.)
Assists in the recruitment process of third party servicers as required
Works with all levels of the organization as related to field service associated questions and/or concerns. Provides feedback on product issues from the field
Works closely with engineering and product support to resolve quality or design issues at a high level
Promoting, selling and managing key customer Service contract, marketing programs and associated sales
Continuous development and product improvements knowledge
Prioritizes field service technicians to manage escalations
Supports product, product training, repairs, installations, maintenance and provides customer support
Create presentations or in conjunction with the sales or marketing departments on company product support features, customer service and/or programs
Partner with Sales, providing sales support and acting as a differentiator in new business development. Field travels and meets with local sales team and management routinely to meet customer objectives
Inventory control management for both direct and 3rd party technicians. Optimizes tech inventory to support first time fix rate and customer response time
Responsible for satisfying customer service/satisfaction measurements such as customer response time, first time fix rate, time to close, work volume, productivity
Performs all other duties as required
Bachelor's degree or equivalent experience (required)
5+ years of demonstrated success in a field service organization, providing high levels of customer service, productivity, and revenue generation (required)
Demonstrated leadership abilities within a Field Service Department both technically and supervisory (required)
Experience in testing, calibrating and repair of electro-mechanical equipment (required)
Technical and computer savvy; proficiency using Microsoft Suite (e.g. Excel and Word) (required); experience with Oracle or similar software (strongly preferred)
Proven decision-making, organizational, and creative problem-solving skills with the ability to overcome unforeseen obstacles (required)
Business acumen, detail orientation and flexibility, with a proven ability to adapt quickly to change (required)
Ability to cultivate relationships and work effectively cross-functionally (required)
Strong written and verbal communication skills (required)

Manager, Service Resume Examples & Samples

Maintain a close working relationship with the Head of Service in order to review and improve the department’s aims and objectives
Management of Service Field Line Managers which includes recruitment and selection, managing, leading and motivating the team to work effectively in order to achieve the goals they have been set
Maintain a close working relationship with the Head of Service to achieve management excellence and ensure the department’s goals and standards are maintained
Plan, schedule and manage the defined business objectives, delivering to agreed timescales, budget and work commitments
Maximise productivity and quality of service, analysing and measuring departmental performance and ensuring performance targets are met
Conduct team meetings to discuss, review and plan the operational aims and objectives for the department
Take responsibility for ownership of any service related customer complaints and deal with these efficiently and effectively
Responsibility for creating an environment of integrity and trust with the team and promoting accountability and consistency
Encourage the development of direct reports and team ensuring employees are aware of their value within the organisation, a believer and encourager in continuous personal development for the team
Provide leadership for the team and effectively manage their performance
Promoter of professionalism retains a formal manner and behaves professionally in a manner that ADT is accustomed to, leading by example
Build effective customer relations and customer satisfaction for the end user by means of communicating with the customer and delivering service excellence
At least 3 years management experience, preferably within a technical environment
Demonstrate the ability to influence as well as direct
Demonstrate the ability to network with relevant groups
Be aware of relevant employment, Health and Safety and general legislative matters relating to the Industry
Industry and Standards preferred but not essential

Channel Manager, Service Provider Resume Examples & Samples

Developing strong relationships with key partner executives in the region to assure ShoreTel commitment and mind share
Develop strong relationships with partner sales teams to establish ShoreTel as go to partner in region
Demonstrate ShoreTel system with demo kit to executives, sales and end users
Must be able to work within a team environment with ASM/SE/RD along with GSS, Oadmin and all parties at HQ
Assess and manage opportunities and pipeline, ensuring accuracy of monthly/quarter forecasts (updated weekly) and Salesforce.com data (i.e. sales stage, POC% and projected ship date)
Consistently exceeding assigned revenue and margin quota
Manage business from home office or in ShoreTel office within close proximity
Travel as necessary to meet objectives within prescribed travel budget (Travel 60-80%)
Use of Co-Op funds and MDF to drive regional promotions and activities that in turn will drive revenue at partner
Facilitate the highest level of professionalism to build on-going relationships with your clients, partners, and internal staff
Experience-based knowledge of sales / implementation of IP-based networks
Demonstrated competence as a trusted advisor to CEOs, CFOs, IT management and Business leaders
Evidence of Successfully developed long-term relationships with Partners, VARs and IT Consultants

Manager, Service Center Resume Examples & Samples

O Bachelor’s degree or equivalent work experience in a related discipline required.　
3+ years of experience managing staff
Must be flexible to work varying schedules and hours as needed
O Series 99 (https://www.finra.org/industry/series99)
O Strong problem solving and customer service skills necessary.　 Solid working knowledge of PC based computer hardware and software required; experience in a software development customer service environment strongly preferred

Manager Service Resume Examples & Samples

Typically requires 10+ years of relevant professional experience within a related industry; for managers typically requires 5 years in a management role
Experience leading service organizations within a medium to large scale company, providing support to equipment customers
Experience with international customers essential
Superior influencing and leadership skills
Demonstrated ability to drive change within organizations
Ability to travel internationally and obtain a valid passport

Assistant Manager Service Market Rep Resume Examples & Samples

Assist with the day-to-day operations of Honda Service Operations Dealer Development and Field support at the National level
Coordinate resources from several National departments and recommend tools to identify and promote methods of Honda Service/Parts Facility and Capacity Utilization, Operational Efficiency, and Expansion
Administer and track all Honda Parts & Service Dealer Development Service Market Representation programs and provide reports
Develop, implement and coordinate Honda Service Market Representation studies and initiatives
Develop, implement and coordinate long-term Honda Parts and Service Market Representation Programs, Facility, and Capacity expansion strategies
Bachelor’s degree (preferred) or equivalent work-related experience
13+ years of work experience plus 8-10 years of experience with an OEM field or dealer retail experience
Demonstrated proficiency in Honda Parts & Service market representation
Complete understanding of Honda Parts & Service Dealer Development Service Market Representation programs and program systems, policies and procedures
Strong understanding of Honda Dealer’s Parts and Service operations, Honda financial statements and EXAM data
Experience with automotive networks with focus on: marketing representation and expansion, capacity and facility efficiency, vendor selection and management, retail service efficiency programs, and dealer and field support preferred
Excellent writing, oral and presentation, representation and conceptual, and interpersonal skills
Strong background in program development, administration and performance tracking
Strong proficiency with Microsoft Office applications
This position is considered as Field/National rotational

Manager, Service Resume Examples & Samples

Provide direction to the region Service employees with regard to implementing the department’s business plans and service to customers, and the continuous improvement of business processes
Strong ethics and integrity, dedication to a safe work environment and commitment to a diverse workforce
Associate’s degree in HVAC or a Bachelor’s degree preferred

Senior Manager, Service Performance Resume Examples & Samples

Excellent interpersonal skills with an ability to inspire trust and confidence Proficiency with Word, Excel, PowerPoint required
Strong leadership experience (10+ years) within Shared Services and Procurement delivering against targets. Proven success in managing, organizing, and/or completing multiple tasks and priorities
Experience implementing sourcing methodologies for category management
Good knowledge of procurement concepts, processes and techniques including commercial contracts negotiation skills and relationship management
Experienced of e-sourcing and contract management solutions required (preferably Ariba) and SAP
Proven experience in developing a best-in-class indirect spend management program
Demonstrated leadership talent with ability to motivate all levels of stakeholders by virtue of keen business acumen, excellent judgment, professional competence, credibility, flexibility, and personal integrity
Ability to build and foster productive working relationships
Superior ability to communicate both orally and in writing
Ability to influence change in others through role modelling
Ability to impact team morale, sense of belonging and participation
Ability to manage the work of large departments – Leadership
Ability to prioritize and organize effectively - Leadership
Ability to supervise and motivate others - Leadership
Ability to manage a team setting with a diverse group of employees - Leadership

Manager, Service Quality & Commissioning Resume Examples & Samples

10 years of experience
Bachelor’s Degree in Engineering, Business, Operations, or Project Management
Other bachelor’s degree with strong, proven operations, technical, communications and project management expertise
In depth and hands-on experience developing and managing service / technical operations and warranty
Demonstrate proactive problem solving capability
Technical familiarity with electric vehicle charging equipment and or electric vehicle technology
Knowledge of QA/QC methodologies and processes
Organized and effective in managing multiple vendors and programs (maintenance, service, warranty)
Proven customer focus and orientation
Partner relations / management – develop partner relations, negotiate, and hold partners accountable to key metrics to improve customer experience
Understanding complex issues and properly communicate issues to other stakeholders
Capability to make critical and sensitive presentations to external organizations, and executive level
Knowledge of CRM management systems
Project management – ability to manage teams to achieve organizational objectives
Management of technical programs and external partners/suppliers
Influencing and negotiation skills – collaborate with cross-functional teams to influence program development, and ongoing program design and execution, based on current program metrics/analysis
Knowledge of electric vehicle charging technology
Knowledge of technical, service and operational interrelationships
Integration – joining people, processes and systems to achieve common goals
Research – ability to gather and analyze qualitative, quantitative feedback and KPI data to assess program success
Computer proficiency – skilled in the use of office and project management software
Program training support for internal and external audiences
MBA, Master’s or equivalent
Previous experience within the electric vehicle or EV charging industry
Knowledge and understanding of EV charging network operations

Change Manager, Service Transition Resume Examples & Samples

Advocate for change management process in Sun Life US IT Department
Communicate changes in change management processes and tool to the IT organization
Train and support IT department on the change management processes and tools
Work with management to identify changes to enhance current change management processes
Review change management statistics/SLAs and follow up with teams to implement changes in process to correct any breeches
Coordination of IT Change Requests
Review/approve upcoming requests for changes
Review of technical implementation documents to effectively plan IT deployments
Facilitate technical implementation plan review meetings with relevant stakeholders
Work with release management to plan and coordinate successful deployment of large scale system changes
Manage the impact of infrastructure changes on Sun Life US Applications
Work with infrastructure teams across Sun Life to understand and minimize the impact of wider infrastructure changes on Sun Life US applications
Communicate infrastructure changes to the impacted Stakeholders
Ensure appropriate validation efforts are scheduled
Bachelor's Degree in Business/Technology fields or equivalent experience
3+ years experience of coordinating changes/projects in the IT sector
ITIL certification or experience is an advantage
Project management certification or experience is desired
Knowledge of HP Service Manager or similar ITSM tool is an advantage

Assistant Manager / Service Manager Resume Examples & Samples

Direct the daily work within the store when manager on-duty – determining sales techniques, dividing work, scheduling, monitoring and implementing compliance measures and loss prevention techniques, maintaining merchandising and cleanliness standards
Provide training resources for employees in POS, product knowledge, guest service, sales and company values
Ensure the store associates follow company sales and selling standards and provide excellent customer service
Contribute to the planning and control activities for the store’s annual operating budget
Remain current on new industry products and trends; demonstrate knowledge of products
Maintain all company paperwork according to policies and standard

Manager Service Excellence Resume Examples & Samples

Provide direction, leadership and mentoring for all their staff
Actively seeks to add value added options for the client
Researches and prepares scheduled and special reports
Responsible to monitor and reduce expenses
Attends meetings and workshops, and participates on committees, as assigned
Knowledge of company policies and procedures
Knowledge of company goals and objectives
Knowledge of PC and applications/programs required to successfully perform their duties
Knowledge of budgeting, cost estimating, and fiscal management principles and procedures
Ability to communicate effectively, both orally and in writing
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
Documentation skills
Ability to develop, plan, and implement short- and long-range goals
Skill in using a personal computer and related software applications
Microsoft Office Suite Skills
Ability to investigate and analyze information and to draw conclusions
Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments
Ability to gather data, compiles information, and prepares reports
Ability to foster a cooperative work environment
Employee development and performance management skills
Deep domain knowledge in Claims processing, Call centre management for any of our leading clients is preferable
Ensuring that Quality Service Levels are consistently met across various Payer programs working with internal stakeholders
Would involve engaging with the client actively for all SE related items,
This position would require over seeing (or cross seeing) the service excellence coordinators across other Payer operations in Claims and Call center remotely
Supporting six sigma initiatives
Ensuring the compliance training schedules are adhered
Working closely with clients and identifying opportunities for Value adds
3 year of experience directly related to the duties and responsibilities specified or in a similar supervisory position is required

Manager, Service Center Resume Examples & Samples

Provide a high level of assistance and service to the Account teams
To be the liaison between the Operation and the Jones Lang LaSalle Account teams to ensure the Pittsburgh Call Center is offering the best of its capabilities to end users while following the best practices set in JLL in terms of operational improvements and cost efficiencies
To be the final escalation point for ad hoc account issues for both full service and AH support accounts
To consult with account teams to strengthen client relationships, including on site work out sessions directly with the client when needed
Performance management – make recommendations to save money, suggest improvement initiatives
Manage workflow of all teams and escalate red flags to Sr. leadership as needed
Report, follow up on critical topics with Account Operations Manager /Supervisors assigned and all parties involved
Coaching/Feedback: Provide constructive feedback and regular coaching throughout the year to help employees achieve their performance objectives and develop their professional capabilities. Deal directly and quickly with difficult employees
Proactively spread knowledge to peers on the JLL Global Property Service Centre Platform
Update documented procedures for existing MC accounts
Constant communication and follow up with all team members (Data and Operations) on incentives, enhancements, projects, etc. and manage process where required (Data management, telephony, workforce management, IT, etc.)
LATAM Support: Develop/support of LATAM Call Center key personnel. Oversee regional clients’ implementation/operation and corporate projects
Employee Engagement- Increase Employee Engagement and Manager
Drive Diversity and Inclusion
Maximize staff
Explore Optimization opportunities within PSC
Focus on JLL projects to bring operational cost down (CSR and others)
Understand the Finance operation of the PSC to help on projects and changes that bring savings
Promote OVSC, Auto-Dispatch usage or other tools and best practices, in effort to reduce cost for accounts and for the PSC
Manage operation efficiently to arrive at avg. transaction costs of: $6.95 cost per call and $5.25 Asst SS
Contribute to the best of capacity to respond to RFP requests
Support go-live and ongoing operations for dedicated teams, either in the Pittsburgh area, nation wide or overseas
Demonstrate ability to apply new technology and other corporate programs as they are rolled out. Demonstrate initiative; identify opportunities for improving the value of responsibilities and contributions to the firm. Identify best practices, contribute to PSC initiatives
Participate/ lead (as needed) on site visits both for existing clients and new business opportunities
Thought leadership: Lead discussions with cross functional teams as needed to resolve account/ client concerns (i.e. MES, 360, Data, Technology, Dedicated call centers.) Participate, contribute to conversations with group of cross functional managers (data, technology, sales, transitions, etc.) around the overall model, service offering
Participate in systems testing and roll out as needed (CSR Lite,RED, etc
Participate in calls with new accounts colleagues, follow the transitions plan set for the PSC, lead supervisors in new account transition activities, including participating in weekly check in calls, lead the process to ensure a stable and strong service for new clients in day 1
Lead LATAM transitions by following JLL Call Center best practices
Manage the Telephony Specialist
Attend bi-weekly and monthly status calls
Notify all user groups of updates, outages, changes and maintenance
Maintain the BDRP
Coordinate major changes with all user groups
Bachelor’s Degree, MBA Preferred
5-7 years Relevant Experience
High quality Customer service
Computer/Office skills
Ability to organize team work
Service Center Managers are required to attend calls during and after the regular shift, flexibility to travel may be needed to attend meetings

Asset Manager, Service Resume Examples & Samples

Manage asset management projects from end-to-end, covering a range of areas including procurement, deployment, usage, warranty, maintenance, financials and decommission of Tesla’s Service equipment
Acts as primary interface for Service Assets between Service Operations, Purchasing, Service Supply Chain, Health & Safety, Finance, Accounting and Retail Development teams
Analyze sub-rental and depreciation data for all locations within assigned region to seek out opportunities to improve financials
Maintain data accuracy of field information for existing equipment and tools at all Service locations; enters new and revised information into database
Perform frequent vendor reviews, including field surveys, to ensure service standards and guidelines are consistently high
Conduct inventory audit(s) and develop process to ensure accuracy
Develop and manage project plans, critical paths and ensure on-time delivery
Identify all risks and vendors for new market entry and help ensure seamless setup
Constantly work to evolve our processes towards increasing precision and dependability, while still maintaining the agility that has gotten Tesla to where we are now
Verify, enter, and adjust equipment asset management data in a variety of forms, schedules, and reports
5-10 years of experience in Asset management and/or business operations, and proven ability to drive initiatives to conclusion
Respond to changing demands with flexibility, innovation and professionalism
Excellent leadership, communication, and interpersonal skills with a high degree of professionalism
Advanced problem solving, organizational, and analytical skills
Able to multi-task in a fast-paced atmosphere and navigate through an ambiguous environment; enjoys challenges
Ability to establish and maintain cooperative working relationships with internal and external partners
Ability to deliver results through influence without authority
Highly organized, with good time management skills
High proficiency in Microsoft Excel, PowerPoint, Project, and Visio software applications for analysis and presentation

Manager Service Center Resume Examples & Samples

Maintains records of training activities, colleague progress and program effectiveness
Analyzes and resolves customer service issues relating to poor customer service skills
Travels as required
Provides support, guidance, leadership and motivation to promote maximum performance
Strong customer service skills including call center client processes and procedures

Manager Service Center Resume Examples & Samples

Manage title document processing and DMV departments within multiple West region states
Supervise the timely and efficient flow of all necessary documents in accordance with applicable codes, regulations and laws
Directly manage all title/DMV personnel. Management activity will include maintaining a positive work environment for employees and visitors, training employees in branch functions, recommending pay changes in accordance with company policy, defining employee job responsibilities, ensuring that performance expectations are met, hiring, disciplinary action, and all other personnel related activities necessary to ensure smooth operation of the branch
Oversee DMV and internal title processing timelines. Run necessary operating reports to monitor these activities. Monitor errors monthly and review with each processor
Monitor the receipt and disbursement of titles from Providers for processing. Monitor the receipt of DMV CVR requests and confirm receipt of payment against billing. Monitor the receipt of sale docs from DMV and keys from the Providers and their disbursement to the branches
Develop and implement audit procedures to ensure compliance with operational guidelines
Identify and address customer problems and needs
Support branches with problem titles, make recommendations on adherence to each state’s DMV rules and regulations
Support salvage providers and buyers with any questions on proper title requirements, resolve title problems with providers
Provide title training/seminars as needed by branch personnel or salvage providers. Maintain direct contact with DMV in assigned states to keep current on all pending or upcoming changes in State laws pertaining to title processing or salvage pools. Communicate these updates to all branches and upper management. Train staff accordingly
Open ASAP problem tickets regarding the title processes with Support and follow through with problem resolution
Support branches with staffing when needed for expense entry, putting cars on sale, primary clerk on auction truck and various other branch functions
Plan and maintain service center budget

Manager, Service & Commissions Resume Examples & Samples

Develops and oversees more completes control processes to ensure effective procedures are in place to support internal controls, SOX and accepted accounting policies and principles
Ensure LFS PREMIER PARTNERS qualifiers receive the highest level of service possible while maintaining published service standards for all non-PREMIER PARTNERS
Ensures all LFS broker-dealer compensation is paid promptly, accurately and within internal and regulatory guidelines
Ensures that the team maintains customer confidentiality while complying with privacy regulations
Leads the team during analysis and review of more complex accounting transactions and confirms the integrity of accounting records for completeness, accuracy and compliance with accepted accounting policies and principles
Manages the relationships with internal/external auditors for his/her assigned area(s) of responsibility
Reviews and resolves more complex escalated issues and concerns for assigned area(s) of responsibilities. Escalates issues as needed to management
5+ Years of experience that directly aligns with the specific responsibilities for this position, including 2+ years of managerial, supervisory, and/or demonstrated leadership experience.(Required)
4 Year/Bachelors Degree or equivalent work experience (4 years of experience in lieu of Bachelors) (Minimum Required)

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