Manager, Services & Support Resume Samples

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O Moen

Ottilie

Moen

990 Javonte Plains

Los Angeles

+1 (555) 574 9619

990 Javonte Plains

Los Angeles

Phone

p +1 (555) 574 9619

Experience Experience

Dallas, TX

Manager of Integrated Services Support

Dallas, TX

Strosin and Sons

Dallas, TX

Manager of Integrated Services Support

Return voicemails within 30 minutes of receiving during operating hours
Develop, maintain, and review all Workforce Management tools to maximize staffing and scheduling of Operations support center teams
Develop, maintain, and review all training programs, documents and SOPs. Suggest revisions as necessary and ensure all resources are as current as possible
Create and maintain all department performance reporting for each group and the department as a whole
Answer all support emails within 24 hours of receiving
Maintain less than 5% abandoned rate
Will have autonomy to make necessary decisions relative to quality regarding customer facing call, email, and any other contact tool/resource to support the Advance Auto Parts brand promise and mission

Boston, MA

Manager, Lab IT Services & Support

Boston, MA

Boyer Inc

Boston, MA

Manager, Lab IT Services & Support

Drive development and execution of change management and training throughout the organization during the implementation and ongoing use of system applications
Understand project management and contribute to defining work plans and keeping track of progress
Manage and provide operational leadership to lab IT service and support personnel at R&ED sites across the US: Seattle, San Francisco, San Diego, New Jersey and Cambridge
Assist in developing and implementing IT guidelines and support strategy for the lab compute environment
Establish and continuously improve lab IT services capabilities, driven by lab user community demand
Work with IT colleagues to develop project resource estimates and timelines
Assist in the development of a Service Catalog and SLAs

present

Los Angeles, CA

Institutional Program Manager of the Office of Long Term Services Support Program

Los Angeles, CA

Johns-Breitenberg

present

Los Angeles, CA

Institutional Program Manager of the Office of Long Term Services Support Program

present

Manage the day-to-day oversight of the NF and CDR programs
Manage ongoing rate development, review, and analysis processes; initiate actions to ensure that programs meet commonly accepted standards of care in institutional programs
Track and monitor projects and initiative relative to the NF, CDR, DH and ADH programs
Advise the Director of LTSS FFS in policy, program, and implementation strategies
Ensure program management and service delivery activities effectively support program based services goals
Design and conduct analyses of current and proposed payment methods and policies for institutional programs
Manage ongoing rate development, review, and analysis processes

Education Education

Bachelor’s Degree in Business Management

Illinois State University

Bachelor’s Degree in Business Management

Skills Skills

Proficient with MS Word, Excel, PowerPoint, and Project Management tools
Constructive influencing of colleagues to positive outcome with excellent negotiations skills
IT Domain Knowledge
Conceptual & practical understanding of IT Support fundamentals. ITIL experience and knowledge is a definite
Understands fundamentals of Systems Development Life Cycle
Six Sigma, Lean or Business Process Change Techniques
3-4 years experience in directly managing small to mid-size teams
In depth understanding of laboratory systems and instrumentation technology
Awareness of business and enterprise architecture
Awareness of regulatory compliance and role of systems in supporting compliance

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15 Manager, Services & Support resume templates

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Manager Prime Services Support Resume Examples & Samples

Ensure operational efficiency of the Prime Services Support unit is maintained at a high level in accordance with approved policies and procedures by
Ensure formation pertaining to mandatory, voluntary corporate actions as well as other entitlement events received from various sources (Securities Depositories / Transfer Agents / Sub-custodians) is accurately interpreted and clearly input to the Dept. website for timely release to clients
Organize, prioritize and supervise transaction volumes and workloads and deploying staffing resources as required (via monitoring reorg bi weekly and daily events (both mandatory, voluntary and other entitlement events))
Monitor work in progress to ensure client instructions are received and processed within required time frames
Check / authorize transactions as required based on related risk and complexity
Identify and pursue opportunities to improve processing efficiency and / or reduce risk
Check/authorize transactions within their approved limits and documenting any errors for subsequent correction
Ensure risk inherent in corporate actions and other entitlements processing is understood, identified, and controlled through the maintenance of effective procedures & management controls including
Ensure control accounts are reviewed daily, aged transfer reports are reviewed monthly and out of balance amounts resolved
Regularly review and challenge existing procedures and control to ensure effectiveness
Ensure a high degree of customer service is provided to Prime Services by
Establish and maintaining a high degree of entitlements processing accuracy
Ensure client inquiries are responded to in a prompt, professional manner
Participate in inter-department meetings to establish open lines of communication between front /mid and back office so problems can be quickly understood and addressed
Act as subject matter expert in consultation with internal clients with respect to corporate actions and entitlements
Manage and develop staff by
Prepare succession planning and setting goals as well as performance expectations and providing ongoing performance feedback and, as needed provide counsel, coaching or training
Ensuring the ongoing training of staff on related operating procedures, systems and market conventions
Ensure timely distribution of investor communication / proxy information to external clients by
Effective utilization of Broadridge Investor Communications Services
Checking and monitoring internal processing relative to investor communications including Class Action material
Contribute to improved profitability via collection of proxy, offering solicitation fees and obtaining reimbursement for class action mailing cost
Extensive securities knowledge gained through financial services background and completion of industry related courses and a Commerce or Business Degree. This position requires the ability to analyze both foreign and domestic corporate action and entitlement events from a custodian’s and institutional manager perspective, particularly those who utilize long and short strategies in both equity and fixed income markets. Comprehensive knowledge of corporate actions and entitlements with an emphasis on foreign markets is necessary with a focus on prime brokerage accounts and hedge funds. The primary goals are to provide a superior client experience while mitigating risk and providing proactive communication. The incumbent must possess an in-depth knowledge and understanding of Foreign Corporate Actions and entitlements rules and best practice inclusive of the foreign markets
Expert knowledge of industry standards and related procedures dictated by Securities Depositories (CDS, DTC) Transfer Agents, and Sub-custodians (BONY, Clearstream, Merrill Lynch, Euroclear) etc.) for voluntary corporate actions, other entitlement events, proxy and class action processing and a strong knowledge of legal terminology specific to corporate actions/entitlements
Expert knowledge of Bank policies and procedures related to voluntary corporate actions/other entitlement events processing and a sound understanding of other aspect of Securities Operations, especially Income Processing, Tax reporting, Trading, Contracts, Settlement and Clearing , all of which can interact with, impact, or be impacted by corporate action and entitlements processing
Strong knowledge of related processing systems related to corporate actions/entitlements processing; including: ADP (specifically REOR, ZRSP, ZCBC/A, DIVSY), CDS, DTCC, Bank of New York, Clearsream, Euroclear, Bloomberg
Strong organizational skills including the ability to effectively prioritize, delegate, and multi-task. Strong communications skills, both verbal and written, to deal with customers, trading, retail sales and other industry members
Good leadership and HR management skills necessary for management of staff and generally to ensure day to day efficiency and control of corporate actions/entitlements processing
Strong analytical skills in order to effectively manage situations not covered by documented policies and procedures and to identify, assess, and react to financial risks associated with voluntary corporate actions/entitlements. Strong verbal and written communication skills

E-commerce Support Manager Financial Services Resume Examples & Samples

Report to the head of marketing and CTO
Understand needs of E-Commerce partner companies and work together with the internal technology teams to ensure that these needs are met
Develop online support content for APIs
Native Japanese, business-level English
Must be a goal-oriented, persistent person who can solve problems and who is driven to succeed
Experience in a similar e-commerce – focused company

Support Manager Executive Office Applications\ Services One Year Term Resume Examples & Samples

Facilitate and manage the partnership of Scotiabank and IBM Global Services Teams, that will ensure the consistent delivery of highly available and quality computing services to the Scotiabank Clients
Provide Client relationship management to related Scotiabank lines of business which would include being a liaison between the clients and IBM Global Services regarding existing and new service offerings
Perform primary client interface directly and through the Executive Office Client Contacts; including, but not limited to SVP and VPs
Co-ordinate IT services, projects and plans among business units, including efficient turnaround of Requests for Service
Understand business units market strategy and proactively identify and confirm business requirements
Communicate high level business requirements to the service provider, and assist service provider in defining detailed business solutions
Co-ordinate all strategies involving a group of Executive Office Platforms, providing a consolidated, logical view for Senior & Executive Management
Track IBM performance and ensure business viability of service levels
Provide communication/alerts to Scotiabank Clients and Executives regarding degraded or missed service levels as a part of the problem management escalation process
Interface directly with IBM/BNS Service Delivery Managers
Ensure deliverables are met as per the contract
BNS Executive Office advocate on the CSC HelpDesk Advocacy Team. Act as the prime liaison and Client Advocate between the Executive Office Clients and the GTS Organization, and assist the EO Clients to navigate through the IT&S organization
In-depth understanding of the Executive Office environment and their associated Banking Applications/Services
Familiarity across several Executive Office Towers * Solid working knowledge of Customer Relationship Management skills and processes
Demonstrate strong leadership and client centric view in a technology role, with the ability to develop solid client relationships up to and including the Executive levels within the business lines
Focus his/her attention to those aspects of technology and business considerations on 12 to 36 month horizon
Significant experience of IT experience of which a minimum of 2 years would be in a management and/or a direct client interfacing capacity

Institutional Program Manager of the Office of Long Term Services Support Program Resume Examples & Samples

Manage the day-to-day oversight of the NF and CDR programs
Manage ongoing rate development, review, and analysis processes; initiate actions to ensure that programs meet commonly accepted standards of care in institutional programs
Function as the Team Lead for ADH/DH program staff. Provide team members with comprehensive training, assisting them with problem resolution, and ensuring that they are knowledgeable about all aspects of the ADH/DH program
Track and monitor projects and initiative relative to the NF, CDR, DH and ADH programs
Advise the Director of LTSS FFS in policy, program, and implementation strategies
Ensure program management and service delivery activities effectively support program based services goals
Design and conduct analyses of current and proposed payment methods and policies for institutional programs
Manage ongoing rate development, review, and analysis processes
Request and analyze expenditure reports for rate development and fiscal impacts
Coordinate with budget, legal, providers, other state agencies and advocacy groups to appropriately implement program and ensure access and quality of care
Ensure program management and service delivery activities effectively support institutional program based services goals
Draft all state plan amendments (SPA) and responses to Requests for Additional Information from the Centers for Medicare and Medicaid Services (CMS) for the nursing facility program
Update existing program regulations (bulletins and other communication) and billing instructions as needed
Participate in the multi-disciplinary budget planning team consisting of internal budget staff and CHIA staff
Work with constituent services to resolve program policy and service delivery issues
Assist other units within the Office of Long Term Services and Supports (OLTSS), MassHealth, the Executive Office of Elder Affairs, and sister agencies in the state government with information and coordination pertaining to the institutional programs
Knowledge of strategic and operational planning processes related to clinical and business operations
Knowledge of the principles and practices of budget development, risk adjustment and predictive modeling
Knowledge of management principles and practices related to clinical, interdisciplinary teams
Knowledge and experience in LTSS program policy development, analysis and evaluation
Possess an understanding of the role of data and analysis in driving system change
Ability to develop and maintain effective working relationships with a range of LTSS and BH stakeholders and partners
Knowledge of the Massachusetts health care industry and market dynamics related to LTSS
Knowledge of payment reform and care delivery reform strategies, including an understanding of the relationship between payment reforms, delivery system change, quality improvement and customer satisfaction in LTSS
Skilled in problem solving, consensus building, conflict resolution and team building
Knowledge of business process improvement and change management theory, principles and practices
Ability to analyze health and human service legislation and policy
Ability to interpret policies and procedures in written and verbal responses to requests for information
Ability to understand, apply and explain pertinent laws, rules, regulations, policies and procedures
Ability to manage time and set priorities and reach decisions under pressure
Ability to coordinate and communicate health and human service policy positions

Gchina Marketing Program Manager Services & Support Resume Examples & Samples

Bachelor degree in Chemistry, Biological Sciences, Marketing, Business Administration, or equivalent
Clear, compelling writing skills, strong oral communication and presentation skills
Effective project management and organizational skills
Knowledge of marketing program and campaign design

Manager, Lab IT Services & Support Resume Examples & Samples

Coordinates and oversees all aspects of IT support as it relates to laboratory systems
Manage and provide operational leadership to lab IT service and support personnel at R&ED sites across the US: Seattle, San Francisco, San Diego, New Jersey and Cambridge
Implement and maintain standard operating procedures that are aligned with industry best practices
Establish and continuously improve lab IT services capabilities, driven by lab user community demand
Monitor appropriate and proper service delivery and develop KPIs
Understand business objectives, processes, and strategies
Plan, direct and manage performance of lab IT service and support staff
Ensure organizational effectiveness by implementing policies, processes, and effective practices
Maintain the administration, budgeting, reporting and communication between IT and business function
Be the single point of contact for the escalation for Lab IT support issues
Serve as trusted advisor to business on lab system needs and activities
Provide subject matter expertise in the functional area as it relates to system capabilities
Develop lab systems processes to standardize the configuration of interfaces to corporate network resources
Proactively manage changes in project scope or schedule and assess their impact on budgets, business processes or other initiatives,
Drive effective business governance of projects and post implementation oversight of applications/platforms
Ability to work strategically and independently with internal and external groups on multiple simultaneous projects
Ability to diagnose sources of problems in both systems and business processes
Manage and develop direct reports
Establish relationships with site leaders to develop a lab IT Support strategy that is aligned with their business requirements
Assist in the development of a Service Catalog and SLAs
Assist in developing and implementing IT guidelines and support strategy for the lab compute environment
Serve as advisor on using IT capabilities to further enable business activities
Understand IT strategies, policies, standards, and work practices; and, effectively represent them to the business
Work with IT colleagues to develop project resource estimates and timelines
Act as functional project manager for new lab systems or enhancements to existing lab systems
Prepare or oversee response to unresolved production support issues and participate in analysis and resolution on behalf of the business
Prepare or oversee preparation of documentation consistent with standards for documents such as requests for proposals (RFP), service level requirements (SLR), training documents, user manuals, and work practices
Drive development and execution of change management and training throughout the organization during the implementation and ongoing use of system applications
Understand project management and contribute to defining work plans and keeping track of progress
Facilitate meetings with business colleagues on IT topics
At least 10 years of experience in Lab IT / informatics Support and Service Management, with several years in a leadership position
10+ years Pharmaceutical, Bio-Technology or Life Science industry experience including requirements elicitation, documentation, testing,training
Proficient with MS Word, Excel, PowerPoint, and Project Management tools
Familiar with requirements management tools such as Blue Print Requirements Center, Requisite Pro, or similar
Project experience with COTS and Web-based requirements, design, or development
Business analysis certification a plus
Six Sigma, Lean or Business Process Change Techniques a plus
Experience with Service Mgmt. processes including Incident, Request, Change and Problem
Conceptual & practical understanding of IT Support fundamentals. ITIL experience and knowledge is a definite plus
3-4 years experience in directly managing small to mid-size teams
In depth understanding of laboratory systems and instrumentation technology
Awareness of business and enterprise architecture
Awareness of regulatory compliance and role of systems in supporting compliance
Understands fundamentals of Systems Development Life Cycle
Understands fundamentals of system testing
Strategic Partnering
Business acumen
Project and Portfolio Management
IT Domain Knowledge
Constructive influencing of colleagues to positive outcome with excellent negotiations skills
Analysis and problem solving

Product Manager, Digital Services & Support Resume Examples & Samples

Drive digital transformation across the organization by translating digital strategies into profitable business models
Advises, consults and socializes with key stakeholders involved in prioritized initiatives; documents business opportunities, recommends digital solutions and provides timelines and budget impacts
Develop strategies and implement programs that maximize self-serve adoption and Digital NPS, reduce operating expenses, and contain costs
Keen understanding of the digital ecosystem, trends and customer needs
Drive to provide leadership and direction towards accomplishing goals and taking ownership and responsibility from strategy to execution

Customer Support & Investigation Services Manager Resume Examples & Samples

5-10 years of engine related engineering, program, maintenance or manufacturing operations experience
1-3 years in a previous supervisor/leadership role with demonstrated ability to obtain results is desired
10 plus years related experience desired, especially in business, finance, contracts and working with military customers

Support Applications Services Manager Resume Examples & Samples

Monitor the QoS performance delivered for the entire scope of Support Applications services
Organize the Improvement plan for the service delivered
Collect the expected functional requirements to enhance the service delivered
Organize the service enhancements according to the budget granted to that activity

Manager of Integrated Services Support Resume Examples & Samples

Internalize and evangelize within the enterprise the importance of quality relative to the customer experience. Most business decisions should be made with this perspective being considered. Act as the ¿voice of our customer¿ and as an advocate for our customer
Define tools and resources to improve efficiencies within all call centers and prepare tangible business case related recommendations as needed. Develop, maintain, and execute a short and long term strategic plan to improve overall quality standards in all areas of support
Evaluate current tools and recommend possible improvements. Join any projects in flight that impact quality assurance and contribute as needed
Develop, maintain, and review all Workforce Management tools to maximize staffing and scheduling of Operations support center teams
Create and maintain all department performance reporting for each group and the department as a whole
Develop, maintain, and review all training programs, documents and SOPs. Suggest revisions as necessary and ensure all resources are as current as possible
Facilitate train the trainer sessions as necessary for all enterprise support teams. Facilitate other training sessions or teach-outs as needed within AAP
Maintain and improve the current formal quality assurance policy and process for inbound and outbound customer phone, email, and chat contacts. Proactively identify, define, and execute corrective action for contacts that fall below quality standards defined by AAP. Compare AAP quality scores against industry standard and ensure AAP quality is above the industry benchmark
Develop and maintain customer satisfaction guidelines and standards using the current tools available. Benchmark AAP customer satisfaction against industry standard and provide guidance relative to the course of action needed to ensure the service we provide is second to none. Define and recommend new tools as necessary/appropriate
Participate in various cross functional meetings to maintain awareness of all major projects and where necessary, provide feedback and guidance
Will have autonomy to make necessary decisions relative to quality regarding customer facing call, email, and any other contact tool/resource to support the Advance Auto Parts brand promise and mission
Service expectations for the department are listed below
Maintain an average of 90% SLA
Answer 80% or more of calls within 60 seconds or less
Answer all support emails within 24 hours of receiving
Return voicemails within 30 minutes of receiving during operating hours
Maintain less than 5% abandoned rate
Maintain team call/e-mail/ticket Quality Assurance of 85% or better
Strong strategic leader AND tactical contributor with exceptional written and verbal communication skills
Strong training background in both facilitation and content development
Ability to develop and maintain department and enterprise level standard operating procedures (SOPs.)
Thorough understanding of available tools and resources relative to support center quality and customer satisfaction
Ability to work with various departments and team members to ensure quality assurance is considered and supported when cross functional projects are started and in progress
Powerful advocate for our customer
Exceptional organizational skills and detail orientated. Strong time management skills and able to think creatively and solve problems quickly
Proven history of thriving in a fast paced and often ambiguous environment
Able to effectively organize large amounts of information. Strong multi-tasking skills
Strong interpersonal skills including the ability to communicate effectively cross functionally
Excellent facilitation skills (creating agendas, managing meetings, etc.)
Demonstrated ability to make effective decisions in a fast-paced environment
Proficient in Microsoft Office products (Excel, PowerPoint, Sharepoint, Visio, etc.)
B.S. Degree, 2-4 years contact center or contact center management experience
Sales, retail, ecommerce, or enterprise level social media experience/moderation preferred; or

Manager, Services & Support Resume Examples & Samples

BS Degree in Engineering or Computer Science
8+ years professional experience in technical support, engineering or operations environment
Must have demonstrated expertise in one or more of these areas
Programming / scripting (Java, Perl, Ruby, C#, and/or PHP)
At least 5 years direct management experience especially with technical and innovative teams
Demonstrated examples of process improvement execution
Is a superlative oral and written communicator; has the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization
Relishes ambiguity and change; devises frameworks to resolve and prioritize
Manages innovation and is consistently thinking of better ways to do things
Masters Degree
Expects and requires innovation of her/his team
Thinks big and has convictions
Deals well in ambiguous environments

Support Manager Technical Services Resume Examples & Samples

Requires BS or equivalent preferably in a technical field and also including business disciplines with the appropriate experience 10 to 15 years in the telecommunications/networking area
Minimum 5 years working with Service Providers, Telcos, ISP''s or large enterprise accounts
Strategic account management experience is fundamental
Strong understanding of networking product applications, network management techniques, and service strategies to develop high-availability support solutions for large, mission-critical networks is essential
The candidate must have a demonstrated ability to accurately perceive customer and internal relationships as well as an intense desire to turn negatives into positives on behalf of Cisco
Strong communications (oral, written, listening and hearing), team-building, organization and time management skills are required
The candidate should have senior management experience within a technical organization and should be accustomed to working effectively with all levels of an organization
Experience with Cisco networking with a minimum of CCNP certification, CCIE certification is highly desired
Excellent command on the English language
Proven leadership skills, initiative taker and has the ability to work outside of process. Also experience in a support environment is a plus
Leverages and contributes to Virtual Teams
Solid understanding of business process and requirements in a support environment
Excellent written and verbal communication skills, across culture. Ability to work successfully as a team member in a cross-functional matrix environment
Results driven and focus on the customer

Finance Manager, Global Services & Support Resume Examples & Samples

Ensure that business and financial plans include defined and measurable initiatives and programs aligned to support such plans
Work with the Services leadership team to drive the development of strategic long-term financial plans, encompassing market landscape, investment plans and resource requirements
Develop and implement short-term financial and operational plans (budgets and forecasts)
Set business framework for managing business investments, resource allocations, business planning, operations and performance measurements
Provide management team with insightful decision support/business analysis
Understand competitive landscape, including business strategies, cost structures and key business metrics
Ensure pricing and investments support business growth and continued profit improvement
Establish and maintain strong business controls
Bachelor’s Degree in Accounting, Finance, Business or related experience is required
Minimum 8+ years of experience with financial and strategic analysis and business partnering
Minimum 8+ years of experience using Microsoft Office (Excel, PowerPoint & Word)
Demonstrated ability to lead cross-functional initiatives
Experience as a strategic thinker and effectively translate strategies into financial plans
Clear thinking/problem solving; able to quickly grasp new ideas, organize complex information and successfully lead initiatives and projects cross functionally
High degree of comfort and experience with moving from data gathering, through focused analysis, to clear, accurate and compelling story telling of key business drivers and business insights
Demonstrated reporting, analytical and problem solving skills
Curious, self-starter who consistently takes the initiative to address questions and build new processes/structures
Experience supporting a Professional services organization
5+ years of experience working in the high tech industry
Familiarity with Hyperion, SalesForce and Siebel

Merchant Services Business Support Manager Resume Examples & Samples

Evaluate technical developments and regulations pertaining to MasterCard, Visa and third party processors for their impact on the MS department. Provide recommendations regarding strategic direction to senior management to ensure operational goals are achieved
Analyze third party and in house operating systems and enhancements and provide management with proposed recommendations based on ROI calculations, efficiency, and complexity and implementation time. Execute final recommendations by prioritizing and managing all aspects of the project to ensure improved operational efficiency and quality within the Bankcard/Merchant areas
Coordinate systems implementation, testing and any training that becomes necessary as a result of conclusions reached in project-related activities of systems implementation or policy change. Serve as the primary technical resource of an assigned system
Provide direct project management expertise and support during system upgrades, installations, conversions and de-conversions. Contribute to corporate profitability by ensuring that system design and technical enhancement projects are completed in a timely, accurate and cost effective manner
Review, interpret and communicate to all applicable functions within the MS department, all third-party bulletins, alerts, system enhancements, working memos and other related correspondence/documentation necessary to perform their job
Serve as the third party contract administrator for the MS department by authoring Request For Proposals (RFP) designed to increase profitability and enhance service levels. Analyze responses to ensure equitable pricing and service level commitments. Maintain contract adherence by constantly reviewing all vendor service level agreements and invoices for accuracy prior to payment
Manage human resources within area of responsibility including: hiring, training, coaching, salary administration, performance measurement, promotions, terminations, and staffing level recommendations
Represent BB&T to outside vendors to maintain operational knowledge and remain abreast of industry trends and system enhancements
Conduct due diligence assessments on potential Merger & Acquisition candidates
Bachelor's degree in Business Management, Finance, Accounting, Statistics, Computer Science, or a related field, or equivalent education and related training
Five years experience in electronic payment processing
Five years management experience
Project Management Certification
Three years project management experience
Accomplished interpersonal, communication and negotiation skills
Strong technical comprehension skills
Demonstrated proficiency in basic computer software applications such as Microsoft Office products
Master's degree in Business Management, Finance, Accounting, Statistics, Computer Science, or a related field
Prior experience in working for a third-party payment processing vendor
Graduate of BB&T's Leadership Development Program
Knowledge of all areas of Bankcard and Merchant processing
Five years Credit Card/Merchant Technical/Operational experience INDBBTPS

Customer Support Group Manager Medical Consulting Services Resume Examples & Samples

Providing leadership and strategic direction to the managers who lead our remote veterinarian phone Consultants
Developing an operational strategy to create a competitive edge
Overseeing, evaluating, and continuously improving service processes related to Consultant caseload, turnaround time expectations and the needs of our customers
Setting clear and ambitious goals and inspiring teams to achieve them
Engaging with teams to develop talent and ensure robust succession pipelines
Preparing presentations, reports and other information summarizing work activities and reports results to peer groups as well as senior management. Preparing various analyses as needed to highlight issues and resolve questions
Identifying and implementing strategies and efficiencies to enhance customer experience and align with business operations
Utilizing data, metrics and system tools to ensure efficiency and to maximize customer experience. Identifying problems, obstacles and opportunities and proactively takes action to address issues. Striving for continuous improvement
Typically, 10+ years of related work experience, which includes 7-10+ years of experience leading consulting services, preferably in a contact center environment
Prefer industry experience within animal or human health, but is not absolutely required
Proven experience in leading an operation especially in a high tech environment
Proven and extensive experience in a Customer Facing role leading the delivery of consulting services
Must have experience leading managers who are, in turn, responsible for leading teams
Background of having large company experience, preferably a high-growth company
Demonstrated ability to identify, implement and own strategies to drive operational efficiency and effectiveness to ensure achievement of customer and financial goals
Inspirational leader with the ability to build/maintain cohesive teams with a strong focus on customer satisfaction
Having a bias for action and asking why
Unique ability to lead strategy discussions and also focus the team on key success metrics
Laser like focus on developing a team to deliver a low effort customer experience

Case Manager, Long Term Services & Support Resume Examples & Samples

Conducts face-to-face or home visits as required
Assesses for barriers to care, provides care coordination and assistance to member to address psycho/social, financial, and medical obstacles concerns
Identifies critical incidents and develops prevention plans to assure member's health and welfare

Cib-treasury Services Product Enablement Sales Tools & Support Manager Resume Examples & Samples

Client-facing and internal Sales support materials
Sales tool (SalesHub) content management - point person for all GCA content; coordinate with GCA Product
RFP proposal content management
Sales demo/tour development; oversight of development requests for tech support
Support special client events – e.g., Welcome screen content, FAQs, clickable tours, videos
Liaison to Product Sales Specialists – host monthly calls, workshops
Manage monthly ACCESS Advisor newsletter content and publication
Market GCA products/programs via presentations/updates at various business partners forums
Liaison to Marketing partners and manage vendor relationships
Ensure client facing materials meet market, compliance and data requirements
Subject matter expertise – knowledge of Treasury Services products and clients
Organization & planning - proven ability to track and monitor multiple deliverables and give clarity and direction to all involved parties
Communication - Excellent verbal, written, and interpersonal communication skills
Proficiency with MS Office Suite (Word, Excel, PowerPoint)
Proficiency with Adobe Creative Suite a plus but not required (Photoshop, Illustrator, Flash)

Rn Patient Services Manager Ii U Surgical Services Support Resume Examples & Samples

Human Resource Management - Effectively manages human resources. Creates an environment conducive to recruiting and retaining staff. Applies organizational policy and procedures in hiring, promoting, transferring and terminating staff. Provides staff with annual performance feedback and opportunity to set professional goals. Integrates scientific evidence regarding retention of nursing staff into unit planning
Budget Management - Effectively uses clinical and financial information to establish and meet budgetary goals. Implements strategies to increase revenue and cost-effectively manage personnel, supply, and equipment resources. Evaluates the impact of strategic fiscal changes on quality outcomes. Assessment and recemmendations of which cases belong in each site with efforts to smooth the schedule across days and sites
Accreditation Issues - Ensures that internal and external regulatory standards or nursing practice are met or exceeded. This includes organizational policy and procedures as well as state, JCAHO, Board of Nursing and other specified accrediting bodies. Standards of practice will reflect integration of current scientific evidence
Quality Improvement - Participates in quality improvement initiatives that focus on identified areas of improvement
Education - Creates an educational environment conducive to student learning, staff continuing education, and orientation of new staff members. Accountable for annual competency evaluation of staff that ensures staff has the knowledge and skills to meet job requirements
Customer satisfaction--Ensures high customer satisfaction. Communicates and partners with Periop Division staff, physicians, department/clinic schedulers and other staff to ensure an accurate reliable schedule

Senior Manager Corporate Field Services Support Resume Examples & Samples

Manage large programs and initiatives related to Field Services Next Level program
Supervise, coordinate, and provide leadership for the work of professional or supervisory level employees in order to accomplish operational plans and results
Launch and sustain Field Services Next Level Governance in support of Field Services programs
Partner and develop influence with internal partners to implement new processes and technologies in a consistent manner
Implement and utilize risk mitigation and issue management procedures to reduce potential negative impacts to overall program effectiveness
Build and distribute status reports and executive summaries related to Field Services program governance health, as well as overall project lifecycle management
Actively mitigate risks that could impact the long-term adoption of changes
Manage open issues and work with senior leaders and internal partners to develop key decisions
Assure the delivery of the highest quality products to internal stakeholders
Provide direction and guidance in the preparation of project planss to assure adequate diligence is applied when forecasting and scheduling key milestones and activities
Assure company compliance with safety regulations while promoting safety awareness among employees

Manager, Divisional Support Building Services Resume Examples & Samples

Monitor and report an all major and minor field maintenance and repair of Company buildings, facilities, and equipment including common area / building repairs, energy consumption, equipment repairs and maintenance of equipment
Prioritizes maintenance activities and coordinates same with field maintenance teams (i.e Store Planners, Construction staff, Regional Maintenance Managers and/or DC Maintenance Managers)
Prepares and monitors all maintenance project budgets
Coordinates daily, weekly and monthly services for buildings, facilities, and equipment
Researches and secures bids/proposals for regional requests, major repairs and contracts
Inspects buildings, facilities, and equipment to ensure proper maintenance and supports the field maintenance staff as needed
Manages operation of maintenance call center
Proven track record of performance management, training, coaching, and mentoring work teams, documenting processes, P&L management, analyzing trends and achieving exceptional level of customer service
Experience with analysis, problem solving and project management
Strong computer and analytical skills
Typically requires three to five years contract administration and/or vendor relations experience
People management/supervisory experience
Maintenance and/or construction experience
Planning and project management skills

Long-term Services & Support Case Manager Resume Examples & Samples

Provides disease self-management and coaching
Connects members to services that promote community living and help to delay or avoid nursing facility placement
Works closely with and directs and supervises the work of the Community Care Connectors as they deliver in-community care support pathways to establish connections to appropriate services
May serve as a program subject matter expert and/or assist the Community Care Program Manager with operational responsibilities
Associate’s Degree (ASN only)
If an ASN, must have an active Iowa license
Assist members in identifying resources and providers to ensure members’ needs are met
OR Iowa license to practice as a registered nurse. At least one year of experience in the delivery of services to the population groups that the person is hired to serve At least three years of experience in the delivery of services to the population group the person is hired to serve

Global Services Commercial Bids Support Manager Resume Examples & Samples

You will work with Regional Bids teams in reviewing commercial bids strategies, working through direct engagement, coaching, facilitation, and governance to ensure delivery of optimised commercial bids strategies
You will be reviewing and optimising the Global Bids processes and tools, working to improve and standardise the methods and tools used in cost calculation – with the specific objective to ensure robust maintenance cost models produced efficiently, and contain robust cost data
To govern Services Bid output, you will be responsible for ensuring integrity of data and competitiveness of approach, thus optimising bid competitiveness
You will work with Regional Bids teams to identify best practice and to promote proliferation of that best practice across the Services globally. You will work to upskill the regional bids teams and to create the capability to extend local product portfolios to all relevant market opportunities
One of the outputs of your work will consist in the analysis of the Services Bids and Services Execution data, and the creation of a portfolio of benchmarked Commercial data that will enable the Services business to bid based on objective criteria, based on actuals with defined improvement activities – thus building greater certainty into the bids we submit
You will lead the review and development of commercial best practice for Services Bids – to work with Group and the Regions to agree pragmatic provisions to protect Bombardier whilst optimising bid competitiveness
You possess a Degree/Technical qualification
You have a very thorough understanding of railway vehicle maintenance, doubled by demonstrable experience in management in a commercial railway environment/experience of various maintenance commercial models
You possess good project and time management skills with an emphasis on project financials (cost breakdown) and overall strong organizational abilities
You are determined and creative, with a mind set on solving problems and building relations
You have a strong work ethic and are proficient in English
You are open to travelling both across internationally

Support & Deployment Services Product Manager Resume Examples & Samples

5+ years experience in technology industry in Product Management or relevant role
A premier communicator with exemplary writing skills and an innate ability to make very complex concepts and offerings simple and intuitive
Understand macro-business economics and be able to build actionable business plans and prioritize and categorize in complex and highly matrixed environments
MBA with 5+ years’ experience, or Bachelor degree with 8+ years’ experience
Pragmatic Marketing certified preferred

Support & Deployment Services Program Manager Resume Examples & Samples

Proven project management performance competencies for scope, time, cost, quality, risk and stakeholder satisfaction
Proven track record and cross-functional leadership skills
Experience in program management including planning
Detailed understanding and working knowledge of Market Requirements Documents, Business Contracts, offer/solution design documentation, process and procedures guides, Pilot and Test -Planning, and business readiness reviews
Project Management Professional certification preferred- Excellent Communications skills and proven consensus building skills
Enterprise work experience dealing with highly complex situations is strongly preferred
Team Player: The successful candidate must be a team player, supporting and promoting team accomplishments with a proven ability to drive change through influence and collaboration across a matrix organization in a highly fluid environment. Must demonstrate the ability to influence/sell ideas and present alternatives in a convincing fashion to a mixed audience, from peers to executives. This person will be seen throughout the organization as a model of integrity and ethical behavior
MBA with 5+ years’ experience, or Bachelor degree with 10+ years’ experience
Pragmatic Marketing certified preferred

Long-term Services & Support Case Manager Resume Examples & Samples

Associate’s Degree (ASN only).If an ASN, must have an active Iowa license
OR Iowa license to practice as a registered nurse
At least one year of experience in the delivery of services to the population groups that the person is hired to serve At least three years of experience in the delivery of services to the population group the person is hired to serve

Long Term Services & Support Case Manager Waiver Resume Examples & Samples

Provides access to a single point of contact for member questions or inquiries
Conducts in-home environmental and physical assessments for high risk members to identify unmet needs and barriers to care
Develops an Individualized Care Plan that is periodically reviewed and updated
At least one year of experience in the delivery of services to the population groups that the person is hired to serve or for RN at least three years of experience in the delivery of services to the population group the person is hired to serve

Manager Physician Services Support Resume Examples & Samples

Demonstrated ability to proactively identify needs, manage resources, and multi-task
Demonstrated ability to communicate effectively verbally and in writing
Three or more years of experience in physician support

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