Services Support Manager Resume Samples

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D Hettinger

Devyn

Hettinger

92620 Jovan Springs

Boston

+1 (555) 538 4624

92620 Jovan Springs

Boston

Phone

p +1 (555) 538 4624

Experience Experience

Detroit, MI

Elite Services Support Manager

Detroit, MI

Volkman, Jacobi and Russel

Detroit, MI

Elite Services Support Manager

Working with worldwide teams to develop common process and practices to insure consistent delivery method
Engage with customers and provide senior management support to teams for critical customer issues
Set priorities for Polycom resources assigned to specific projects/accounts and provide performance feedback
Maintain strong relationship with internal stakeholders including Service Relationship Managers
Provide complete and accurate reporting metrics which demonstrate progress on key operational initiatives
Define changes in the service, create new ways to measure and report on these changes
Act as escalation point for customer’s management and executive teams for concerns with Elite Tech support staff

Boston, MA

Remote Services Support Manager

Boston, MA

Pacocha, King and Bernier

Boston, MA

Remote Services Support Manager

Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding
Responsible to ensure knowledge management is captured, documented and leveraged for improved performance
Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication
Develops and drives knowledge management strategies to drive organizational maturity
Escalates major Account Delivery Management issues to the higher Management with recommendations to address
Develops & manages account service delivery plan. Contributes to strategic account plan
Develops and nurtures senior mgmt or executive-level relationships with the customer

present

Phoenix, AZ

Customer Services Support Manager

Phoenix, AZ

Simonis-Farrell

present

Phoenix, AZ

Customer Services Support Manager

present

Approve account modifications and executes documents within authority
Ensure the overall quality of accounting inputs and resulting adjustments
Oversee the successful liquidation of the legal portfolio and coordinate these efforts with legal counsel
Manage customer service efforts as they relate to customer requests, staffing, and corporate support
Ensure the quality of customer service
Direct the preparation of the past due report
Approve additions, deletions, and modifications to Potential Credit Loss Report

Education Education

Bachelor’s Degree in Computer Science

University of California, Berkeley

Bachelor’s Degree in Computer Science

Skills Skills

Ability to build & manage strong customer relationship at the executive level
In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs
Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry events
Ability to develop & present high impact message to executive level management
Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support
Ability to proactively & effectively manage risk on high to very high risk projects
People Management ability
Develops & consistently applies Quality & Continuous Improvement Plans
Applies appropriate knowledge and methods to resolve very complex business issues
Ability to understand & analyze an issue or problem to develop & implement a corrective action plan

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Elite Services Support Manager Resume Examples & Samples

Act as escalation point for customer’s management and executive teams for concerns with Elite Tech support staff
Maintain strong relationship with internal stakeholders including Service Relationship Managers
Insure proper scheduling to insure the team achieves operational goals such as ASA and Abandon rate
Effectively schedule training activities and other non-phone activities while maintaining customer service levels
Provide complete and accurate reporting metrics which demonstrate progress on key operational initiatives
Monitor employee performance and mentor as needed to insure individual and team goals are met
Other responsibilities as assigned
5+ years of experience in technology industries
5+ years of experience with customer service roles and function
Excellent people management skills, career development, mentoring and coaching
Very strong interpersonal and communication skills and the ability to relate in a highly professional manner with customers, management, senior executive and peers under various working conditions
Proven history in building, managing, and motivating Technical Support Teams
Demonstrated track record of building and expanding customer relationships
Experience in managing accounts / customers in a Technical Support organization
Ability to travel up to 20% and work odd and irregular hours
Understanding of UC technologies
Technical experience with Polycom products is desirable
Previous experience working in relationship based service models

Customer Services Support Manager Resume Examples & Samples

Approve account modifications and executes documents within authority
Ensure the overall quality of accounting inputs and resulting adjustments
Oversee the successful liquidation of the legal portfolio and coordinate these efforts with legal counsel
Manage customer service efforts as they relate to customer requests, staffing, and corporate support
Ensure the quality of customer service
Direct the preparation of the past due report
Approve additions, deletions, and modifications to Potential Credit Loss Report
Forecast delinquency and losses and analyze trends for use by management
Maintain goodwill while administering the company's policies and procedures through dealings with customers, dealers, and other Caterpillar Financial Services Corporation (CFSC) Offices
Manage and train Customer Services staff as it relates to the job duties
Initiate new procedures and recommend new policies as work conditions change
Participate in accomplishment of continuous improvement objectives for the department; measured through maintenance of necessary measurements and analysis of associated data. Participate in the identification of problem areas and development of resolutions to address them
Understand the Equal Opportunity and Harassment policies of the company, apply them in all aspects of management and maintain an environment, which is consistent with these policies
Demonstrated knowledge of finance/leasing products, policies and procedures
Knowledge of Caterpillar products, their applications and their markets
Demonstrated knowledge of commercial law, including bankruptcy
Demonstrated knowledge of lease accounting practices
Demonstrated knowledge of the subsidiary’s credit and documentation procedures, processes and operations
Knowledge of Human Resources policies and procedures
Demonstrated ability to apply problem solving and decision-making skills
Demonstrated knowledge or and the ability to apply math computation skills used for financial modeling and forecasting techniques
Ability to speak, read and comprehend languages other than one’s native language
Demonstrated ability to analyze the financial status of customers
Ability to provide an atmosphere of teamwork and cooperation with fellow employees in order to accomplish given tasks
Ability to apply managerial and leadership skills to develop and motivate personnel
Ability to define finance/lease markets and make recommendations
Ability and willingness to travel
A 4 year college or university degree equivalent and a minimum of 4 years exempt experience in commercial collections and financial marketing at the retail and wholesale levels at CFSC or with another financial institution
Equivalent experience may be substituted for education
Able to build strong relationships with various stakeholders

Client Services Support Manager Resume Examples & Samples

Responsible for a team of resources
Determines workload, delegateassignments, works with VP, Client Services to promote career development, andevaluate performance, skill growth, competency growth, and assists withperformance goals
Work with VP, Client Services andSupport to manage off hour support and projects (i.e. moves, projects,emergencies, etc.)
Manage the call volume for theClient Services and Support team to ensure that the incidents and requests arebeing resolved on a timely basis
Provide technical guidance for thedesktop team
Perform breakfix/end-user support tousers in multiple locations and provide second level support to the divisionalcommunity for software, hardware, and various infrastructure related issues
Manage all installs andconfigurations of printers and desktop deployment
Manage hardware inventory forlocation and provide monthly reports
Monitor and maintain problemstatus/resolution information in ServiceNow
Manage employee Timesheets and timemanagement/projects
Undergraduate degree in computer science or related field and/or equivalent work experience
Minimum five (5) years IT end user support experience working in large corporate environment
Minimum two (2) years IT manager and supervisor experience working in large corporate environment
Experience with current technology including
Windows 8/7, Apple OSX desktop platforms
MS Office Suite – Office 2003 and Forward (Word, Excel, PowerPoint, Outlook) for both MAC and PC
LANDesk
Active Directory Management
Service Now or equivalent service management software
Basic Networking (TCIP, LAN/WAN, Network Topology as it relates to desktop support)
Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone and Android
Demonstrated ability to estimate work effort for each team member as it relates to projects and work volume
Outstanding interpersonal skills with demonstrated ability to influence at all levels of the organization

Client Services Support Manager / Team Lead Resume Examples & Samples

Responsible for a team of resources
Determines workload, delegateassignments, works with VP, Client Services to promote career development, andevaluate performance, skill growth, competency growth, and assists withperformance goals
Manage the call volume for theClient Services and Support team to ensure that the incidents and requests arebeing resolved on a timely basis
Perform breakfix/end-user support tousers in multiple locations and provide second level support to the divisionalcommunity for software, hardware, and various infrastructure related issues
Manage all installs andconfigurations of printers and desktop deployment
Manage employee Timesheets and timemanagement/projects
Minimum five (5) years IT end user support experience working in large corporate environment
Experience with current technology including
Windows 8/7, Apple OSX desktop platforms
LANDesk
Demonstrated ability to estimate work effort for each team member as it relates to projects and work volume
Outstanding interpersonal skills with demonstrated ability to influence at all levels of the organization

Infrastructure Services Support Manager Resume Examples & Samples

Minimum 7 years of Application Development and/or Production Management work experience & disciplines
Highly collaborative – Strong experience working with and influencing cross functional teams on processes, procedures, culture, tools, etc. Strong partnership skills, builds relationships, understands how to find common ground to deliver on objectives
Lead a team of up to 10 members, driving strategic goals
Strong knowledge of ITIL Based Practices
Ability to prioritize according to organization objectives
Strong communication (written and verbal), and presentation skills
Strong organizational navigation skills, politically aware and agile, can influence outcomes based upon well-reasoned views and arguments
Deals well with ambiguity, can shape and define the future, take an idea and turn it into execution
Strategic Thinker complemented by tactical initiative
Risk Champion able to balance solutions against corporate and operational risks

Merchant Services Support Manager Resume Examples & Samples

Serve as the primary support contact for the MSCs, District Sales Managers (DSMs) and Community Bank relationship managers for ongoing support (e.g. product knowledge on new and existing products and services, pricing requests, Request for Proposals (RFP) support, account maintenance, client implementations)
Responsible for all pricing decisions based on the limits established by management and directly accountable for the profitability of those decisions
Provide client support for any operational projects or product releases/enhancements that may impact new or existing clients. Involvement may include client communication, outbound call support, conversion support or selling new products to existing clients
Develop and maintain a comprehensive knowledge of all applicable point-of-sale hardware and software solutions, third-party Value Added Reseller (VAR)/Independent Software Vendor (ISV) applications, payment gateway solutions, connectivity options and all other payment-related applications
Develop and maintain a comprehensive knowledge of all current and future payment processing products and services (e.g. check services, gift/loyalty card programs, pre-paid, wireless applications, mobile, tablet solutions)
Recognize new product or pricing trends within the industry and recommend new ideas or processes that will increase BB&T’s competitive advantage in the marketplace
Develop and maintain comprehensive knowledge of payment network rules and operating regulations. Work with prospects and existing clients to ensure compliance with payment network rules and operating regulations
Provide support for internal clients (MSCs, Community Bank) on the functionality of the various point-of-sale systems and reporting software available to clients
Stay abreast of technological advancements in the acquiring industry to better serve the needs of the Bank’s internal and external clients
Serve as a liaison between Merchant Services’ vendor relationships and internal clients. This includes scheduling conference calls, researching vendor issues, determining the best solution for the external client, and providing training on use of the software or service
Serve as primary point-of-contact for key account relationships (e.g. high-volume merchants and high-spend merchant clients and those clients assigned to them by the MSCs, DSMs, or Relationship Managers). Include conference calls to sell additional services or provide training on existing services. Serve as the single point-of-contact for these clients
Associate’s degree in Business Management, Accounting, Finance, Computer Science or a related field, or equivalent education and related experience
Two years of experience in payments industry
Display a high-level of ownership and superior work ethic
Thorough understanding of various computer hardware and software applications
Strong technical comprehension skills
Bachelor’s degree in Business Management, Accounting, Finance, Computer Science or a related field
Previous Merchant Services industry experience
Sales or leadership training or equivalent
Previous experience with Merchant Systems including Total Systems Services (TSYS), Merchant Management System (MMS) and Merchant Connection

Facility Services Support Manager Resume Examples & Samples

10 yrs of experience in handling the Facilities and Equipment's maintenance in large Manufacturing or Oil & Gas industries
Good interpersonal skills to manage a Process partners ,larger team and the Contractors
Management Reporting skills
Plan and execute Department Budget
Preparation of KPI (Key Process Indicators) and creating the strategy to achieve it
Knowledge and Skills in maintaining STP/ETP/Generators/Compressors/Utilities &Piping / Electrical/Large Pumps/Bulk Liquid Gas &LPG tanks/ Larger CNC Machines/Welding Equipment's/Heat treatment plant./Layout planning
Knowledge and skills to execute TPM / OEE /Spare part maintenance/Up-keeping of equipment's
Knowledge in fulfilling Legal requirements

Client Services Support Manager Resume Examples & Samples

Identify and oversee CSS team efforts to coordinate with operations and other support areas in account set-ups, distributions, and ongoing account activity and reporting for all client service related assignments
Resolve challenging scenarios avoiding any variance from NT Policy or Procedure with minimal client experience disruption and ensure all CSS staff provide accurate responses to partner’s inquiries within specified time frames
Maintain a standard set of metrics to measure and manage CSS team activities
Actively provide updates to CSS practice lead, senior leadership, and fellow business unit partners regarding the administrative and operational procedures and policies required to carry out CSS activities
Partner with other CSS Management and Wealth Management leadership in the development, sharing and utilization of banking, trust and investment best practices
Identify new opportunities to operationally and administratively enhance client servicing experience
Conduct and participate in staff meetings, providing procedural updates, staff issues, and training topics
Conducts performance management and career development processes, and staffing and disciplinary actions
Identify and oversee CSS participation in corporate and business unit initiatives related to process, technology, and system enhancements
Displays a balanced, cross-functional perspective, liaising with the business to improve efficiency, effectiveness and productivity

Manufacturing Services & Support Manager Resume Examples & Samples

50%- Work extensively to support specie technical/nutrition for designated nutrition customer’s fee milling requirements- Ingredient and finished feed protocols, information downloads by mill as requested, feed mill update visits/reviews
Conduct site visits to external CPN customers and provide written report with recommendations for actions related to feed manufacturing, employee safety, feed safety, mill efficiency, GMP’s, and feed mill evaluations for new equipment, new mill evaluation
Available for conference calls with CPN Nutrition Team (all species) and/or customers to discuss mill issues and opportunities
Provide internal feed production training for Provimi nutrition/commercial teams
Swine/Poultry- (External clients)
Large client [external mill review-process management as requested-ongoing] Nutrition customer feed operations with written summaries & recommendations
Ingredient and finished feed testing protocol, set up and implementation
Large & Small project work-GMP review & training [Production Support-Mill offering]
Customer toll feed mills
External Toll management
Key point of contact call for all toll mills [liaison-questions, processes, misc. needs]
Mill assessment updates and process management review
Ingredient and Finish Feed testing protocol management and review
Micron management and review
GMP review-protocol training all areas (examples: mixer efficiency testing-Drug assay, residue) as needed
Weekly, monthly update calls [as needed]
OVS data base information and downloads as needed [requested]
First Time Mill prospects review and recommendation
10% ABF program [Antibiotic Free] management
Annual updated process review, recommendations for compliance
Annual employee training [Production, Trucking & Admin]
Random FF sample testing and review
Work with ABF manager for the USDA program- process update info
Nonconformance identification, update requirements and completion sign-off
Update call [process review-internal & 3rd party external- when required]
10% New Mill build overviews (High Level)
Create high level mill builds (Greenfield estimator) for selective Swine and Poultry clients (with presentations)
Mill build cost structure based on annual tonnage needs
Ingredient usage need on annual tonnage for bin run/ sizing opportunities
Run high level model mill based on required information to give general Milling cost expectations for Variable cost & and Total Milling cost as well as projected operational people needs, etc
15% Site visits to internal CPN facilities and provide written report with recommendations for actions on an as needed basis
Available for conference calls with CPN facilities to help trouble shoot production, quality and safety issues
Model Mill (internal CPN plants)
Work with Plant Managers- train on set up/ implementation/review
CPN Model Mill gate keeper for continued MM development to fit premix facilities and implementation CPN US plant support
ABF assessment-annual training
Testing protocol set-up-management
Mill process reviews and project initiatives as requested
Assist with internal capital projects as required/requested
15% -Format Solutions (as needed/requested by Format)
Software Administrator-Model mill (external model mill)
Present/set up/ implementation training
Pennent – Maintenance manager (external clients)-Format Solutions support
Set up / implementation training
Collaborate with Format Solutions for customer support/consulting
Bachelor’s degree in agriculture, business, or other related field or equivalent commensurate experience
15 years experience in feed mill management
Strong feed industry acumen with demonstrated management success within the animal nutrition/feed industry
Ability to operate at both the strategic and tactical level
Strong analytical skills using applicable software and other required applications
Practical knowledge and ability to make positive connections and impact on customers
Effective communication skills at all levels of the organization, written and verbal
Demonstrated collaboration with other businesses and/or functions
Knowledge of food safety program and how they apply within the animal nutrition industry
Knowledge and perspective around people safety and associated programs/requirements
Practical knowledge of feed milling systems and equipment
Travel up to 50% (potential for some limited international travel)
Work remotely from home office
Travel/meetings to Brookville OH office as needed
Ability to physically operate within typical feed mill environment in safe manner

IT Client Services Support Manager Resume Examples & Samples

Bachelor’s Degree (or equivalent internationally)
Minimum 8 years’ experience, with 4 years in multi-operating system environment
4 years’ experience in a technical support environment, Call Center, or Help Desk
4 years’ experience working in a large IS organization (multiple locations, client server technology, WAN, 1000+ personal computer workstations)
People management experience strongly preferred

Infrastructure Services Support Manager Resume Examples & Samples

Establish and maintain the User Forum to understand and prioritize processes for each LOB, correlate the processes to the query that gets executed
Maintain the inventory of the banded and tiered business queries
Establish a communication forum with the business and follow through on risk remediation around Functional/Individual id’s, Outage Impacts etc
Manage a team of DBA’s that are well versed with the functional usage of data that is being pulled by various Business Queries and support performance tuning as needed
Maintain Query Service level and support logs and throughput of the team
Maintain consumption patterns of the business of the various Analytical platforms
Establish and maintain governance of the usage pattern of the business
Develop frame-work for BI reports – what is being used, criticality and usage pattern
Developing individual’s skills and helping staff plan long-term career goals
Holding routine discussions with staff on objectives & provide regular feedback
Communicating clearly and often about priorities, the controls agenda, and desired behaviors
Managing people & resources efficiently and appropriately
Supporting a climate where people of diverse backgrounds and opinions are valued
10+ years of experience managing infrastructure – including Big Data Technologies
5+ years of experience in database engineering
Experience managing stake-holders
Past hands on experience with massively parallel processing database technology
Past experience with Teradata and Hadoop is a plus

Elite Services Support Manager Resume Examples & Samples

Engage with customers and provide senior management support to teams for critical customer issues
Contribute to developing business architecture that targets service growth, organizational structure and processes
Facilitate growth and development of team, including hiring and training. Develop and monitor growth/education plans for staff on Polycom products as well as industry standard skills
Develop individual and strategic goals for teams based on long term growth
Working with worldwide teams to develop common process and practices to insure consistent delivery method
Collaborate with internal groups to ensure senior executive engagement within, service, sales, engineering and product management groups to expedite resolution to customer problems
Maintain high level of technical knowledge and understanding of Polycom products and the IT aspects involved (server/network management and administration)
Motivate/mentor team members to deliver best in class service
Leverage team to embrace customer technical environments and identify key decisions required for customer satisfaction
Set priorities for Polycom resources assigned to specific projects/accounts and provide performance feedback
Maintain CSAT levels defined in program
Ensure customer SLA’s are met and delivered
Define changes in the service, create new ways to measure and report on these changes
Maintain effective relationship with the ESM organization
Insure proper scheduling for agents to insure the team achieves operational goals (ASA, Abandon rate)
Effectively schedule training activities and other non-phone activities so that customer service levels are still achieved
Compile expected reports to report progress on operations objectives
Monitor agent performance and mentor as needed to insure individual goals are met
5+ years’ experience in technology industries
5+ years experience with customer service roles and function
Previous experience managing personnel

IT Client Services & Support Manager Resume Examples & Samples

Leads and directs a team of Help Desk Analysts and Division Technologists who troubleshoot IT issues
Ensures maximum issue resolutions in minimum time
Organizes, directs and monitors daily activities of help desk & technology staff and provide oversight of the day-to day activities
Provide technical expertise to assist and troubleshoot issues relating to Desktops, Laptops, Active Directory, SCCM, and Heat service desk system
Analyzes performance of Help Desk activities and documented resolutions, identify trends, root-causes and deliver solutions to enhance quality of service and to prevent future problems and provides monthly metric reports
Evaluate new information systems products, tools or services that can automate and improve IT operations
Develops and manages Service Level Agreements (SLAs) related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Help Desk functions
Maintains policies and procedures regarding Help Desk work flow on how problems are identified, received, documented, distributed, and corrected
Improves desktop hardware and software processes and supports critical business strategies by managing the development, installation, vendor selection, maintenance and repair of desktop equipment
Leads multiple projects and oversees technical staff to ensure that client specifications are met
Mentors entry-level and junior-level employees for career growth
Minimum 5 years’ supervisory experience in a help desk environment supporting client hardware and software
Minimum 7 years’ experience in the technology field or related area
Bachelor's Degree in Computer Science/IT or similar technical field
Familiar with a variety of Computer Science concepts, practices, and procedures
Technical expertise in the support of all versions of Microsoft Windows OS
Ability to service and support a wide variety of end user hardware and peripherals
Familiarity with trouble ticket systems
Understanding of Anti-Virus software and Security best practices
Ability to multitask and excel in a fast paced environment
Detail oriented with excellent technical, verbal and written communication skills
Strong problem solving skills and work well under pressure
Relies on extensive experience and judgment to plan and accomplish goals

Traveler Services Support Manager Resume Examples & Samples

Very good understanding of business travel service requirements,
Experience in managing clients relationships,
Proficiency in English,
Ability to work under the time and stress pressure,
Ability to work independently,
Analytical skills,
Experience in team management will be an additional asset

Services Support Manager Resume Examples & Samples

Provides leadership and manages the daily operation of assigned staff by prioritizing work assignments
Ensures efficient operation of assigned groups
Develops and revises department policy and operating procedures; develops programs and processes for training personnel
Represents the group as primary contact with outside agencies, vendors and customers; develops and maintains accurate documentation to ensure compliance with security and safety regulations
Oversees submission of claim forms; ensures accurate and timely submission
Develops and maintains reports as required
Manages the planning, selection, retention, and development of human resources to ensure the availability of the required staff; assesses employee performance and conducts appraisals
Expected to work in a safe manner in accordance with established operating procedures and practices
Typically requires a Bachelors degree in a related field and nine or more years progressive experience in Facility Support Services including three or more years supervisory experience. Equivalent professional experience may be substituted in lieu of education
Must demonstrate a complete understanding of Support Services principles, theories, concepts, techniques and regulations including knowledge of CAL-OSHA, Safety and Accident Prevention programs
Must possess leadership skills including planning, scheduling, and coordinating work assignments to meet project milestones or established completion dates; the ability to contribute to the development of new processes and; resolve non-routine managerial issues
Must be customer focused and possess: (1) the ability to identify and analyze issues and develop solutions to a variety of problems; (2) strong analytical, verbal and written communication skills to accurately document, report, and present findings; (3) strong interpersonal skill to interface with all levels of employees, management and external contacts; (4) the ability to maintain the confidentiality of sensitive information; and (5) strong computer skills
The ability to work independently or lead in a team environment is essential as is the ability to work extended hours as required

Senior Clinical Services Support Manager Resume Examples & Samples

Responsible for the administration of the Collaborative Leadership Management Program for dialysis clinics approved for participation including supporting the facility management team and provide guidance in provision in quality of overall provision of patient care, quality initiatives, and inventory control
Collaborates closely with, providing oversight as needed to, the Charge Nurse II and Facility Administrator regarding the direct patient care responsibilities within the facility to support quality of patient care, as defined by the FKC quality goals, and compliance with the pertinent company policies and procedures. Collaboration activities include
Coordinating all aspects of patient care
Ensuring the access to education, directly or indirectly for the Charge Nurse II and Facility Administrator
Addressing facility, concerns, issues, and questions including the review of available data
Developing and communicating efficient and timely patient schedules to ensure maximization of facility efficiency
Reviewing and discussing as needed patient workflow, monitoring pre, intra, and post, procedures as appropriate
Reviewing and supporting a Continuous Quality Improvement (CQI) Process Improvement process that promotes problem solving activities meeting on a regular basis to address identified issues
Continually reviewing and educating on an ongoing basis to ensure compliance with Federal and State laws. Ensures compliance with all state agency regulations
Develops and maintains strong Regional Vice President Relationships, ensuring regular and effective communication with all director of operations including participating in regular meetings with RVP’s/DO’s
Facilitates clinical initiatives as determined by the Clinical Services leadership aligned with the Medical Quality Agenda
Supports and drives FKC quality standards through meeting regulatory requirements and the practice of CQI, including the use of the appropriate company CQI tools
Works with the Charge Nurse and Facility Administrators to implement FKC quality goals and when needed, develop facility specific action plans in order to achieve FKC quality standards
Oversees and monitors the provision of the appropriate training according to FKC policy to ensure ongoing compliance with all company and FKC risk management initiatives
Collaborates with the Charge Nurse to ensure the aggressive treatment of, and actions taken, regarding adverse events and action thresholds
Communicates and educates on quality initiatives, policies and procedures when opportunities are presented
Maintains integrity of FKC administrative and operational records
Manages the day to day activities and workload providing guidance and leadership as appropriate to ensure the effective, efficient and timely execution of duties and tasks
Creates, maintains, and communicates efficient and timely
Provides informal feedback to facility management teams ongoing basis
Ensures new hire orientation and training, and works with Career Pathways Education Team to ensure education requirements are complete
Provides training and guidance to the Charge Nurse II and Facility Administrator upon identified needs to ensure development of clinical competences providing opportunities for professional growth and encouraging personal growth
Hold frequent calls with the Charge Nurse-II and Facility Administrator to discuss personnel and patient care status, issues, and information
Contributes to the development and revision of any applicable Continuous Quality Improvement Program and the pertinent updating and maintenance of the related manuals
Conducts onsite support visits as needed for the purpose of assessment of facility needs, and education of management team
6-8+ years’ related experience
3+ years’ experience as a Manager level position required
Dialysis regulatory and education experience preferred
Certification in nephrology nursing desired
Demonstrated ability to manage one or more departments
Exemplary Customer Service
Excellent interpersonal and communication skills, oral and written

Digital Marketing Client Services Support Manager Resume Examples & Samples

Proven account management or other relevant experience in a digital marketing or digital fundraising environment
Demonstrated ability to “read” customers, communicate, present and influence credibly and effectively at all levels of the organization
Excellent listening, negotiation and presentation skills
Patience, a calming presence, and the ability to maintain your usual cheery persona in the face of a difficult situation

Remote Services Support Manager Resume Examples & Samples

Develops and nurtures senior mgmt or executive-level relationships with the customer
Owns customer operational relationship: develops & nurtures to excellent customer satisfaction
Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan
Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication
Principle contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages customer expectations by developing performance metrics & reporting, escalation management & communication plan
Owns cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls
Ability to effectively and proactively manage risk for high to very high risk projects
Hires & leads cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers: identifying & analyzing gaps to develop & implement corrective actions plans
Develops & leads AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination
Develops & manages account service delivery plan. Contributes to strategic account plan
Negotiates with and manages 3rd party vendors contributing to contractual requirements
Develops solutions and participates in presales & change order negotiations representing & approving delivery capability & cost solution
Identifies incremental revenue opportunities and supports pursuit activities
Assures compliance with HP and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes
Contributes to organization strategic business plan to drive HP goals and initiatives
Identifies cross business unit optimization opportunities and drives improvement effort
Develops and drives knowledge management strategies to drive organizational maturity
Contribute to development and implementation of ADM methodology and tools to support customer engagement model
Manages their resource pool of Account Delivery Managers: forecasting resource requirements and staffing to meet demand
Aligns ADM resources to business needs ensuring optimization of staff talent and expertise
Responsible for identifying and hiring top talent to achieve business results
Manages, coaches and mentors team to achieve best-in-class TCE, drive down cost of delivery and achieve trusted advisor status with customer
Responsible for the continuous development of their ADM teams: improving the performance of their underachievers or taking the appropriate corrective action
Promote customer strategy development by ADMs to grow account into reference site
Contribute to strategic growth plans
Responsible to ensure knowledge management is captured, documented and leveraged for improved performance
Manages FPR process
Supports team in execution of responsibilities removing barriers when necessary
Escalates major Account Delivery Management issues to the higher Management with recommendations to address
Achieves diversity and other HR goals
ITIL/ITSM experience
Ability to build & manage strong customer relationship at the executive level
Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
Applies appropriate knowledge and methods to resolve very complex business issues
Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support
Ability to proactively & effectively manage risk on high to very high risk projects
Coaches & mentors experts & specialist ADM/DDMs
Develops & consistently applies Quality & Continuous Improvement Plans
Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry events
Crisis & conflict management
In-depth knowledge of corporate, public, and legal policies as applicable for Outsourcing programs
Ability to lead and coordinate large teams, often WW and virtual
Cultural sensitivity as works across multiple geographies
Ability to negotiate within workgroups, customers and HP management

Cost Accounting & Decision Services Support Manager Resume Examples & Samples

Manage the cost accounting and reporting processes to help provide cost and profitability data to the organization. This includes the engagement of our leaders in the process to help them understand the data, how to interpret it and use it for decision making
Lead profitability reporting for the organization for effective decision making, including further use and implementation of service line reporting
Lead the systems and modules that support the cost accounting and financial analysis teams. This includes implementation, upgrades, problem solving and teaching
Oversee maintenance and improvement to the cost accounting processes including but not limited to: Relative Value Unit Development, reconciliation of processes back to financial statements, development of a process that supports a business unit structure from single facility, and continued enhancements to integration of hospital and professional billing reporting
Oversee the analysis, evaluation, and presentation of data to hospital management, financial staff, and other senior leadership
Partner with and is liaison to payor contracting in the utilization and optimization of systematic modeling tools
Collaboratively develops, recommends and implements applicable policies and procedures
Maintain relationships with staff, customers, and vendors
Bachelor's Degree in Business including finance & accounting coursework
7+ years of related Healthcare Cost Accounting experience
Experience that includes managing healthcare data
Master's Degree in Finance or Business (MBA, CPA, or CMA)
EPIC experience and knowledge
Allscripts EPSI cost accounting module experience
Strong understanding and aptitude for complex healthcare revenue streams
Expert knowledge of Excel and experience in Word, Access (relational databases), PowerPoint, general ledger systems, and other reporting tools
Cost Accounting software experience
Strong work ethic and ability to manage multiple responsibilities concurrently
Ability to influence leadership as to their business needs
Excellent accuracy in analysis and cost benefit analysis
Strong track record of building internal and external collaborative relationships
Proven ability to establish work plans, goals, and manage to those objectives
Strategic ability to see the big picture and lead a team through change toward a vision
Ability to design work processes around customer needs and expectations

Customer Services Support Manager Resume Examples & Samples

Minimum of 15 years providing customer support expertise
Thorough understanding of escalation process in resolving user community issues / concerns
Minimum of 7 years leading a customer help desk and building resolution Standard Operating Procedures
Effectively provide Service Desk, Service Request and Incident Management
Building Customer Survey tools / methodologies / statistics that effectively measure end-user satisfaction
Development and managing communication plans that provide status on requests for IT services and ensures feedback, escalation, collaboration and partnership with the user community
Oversees customer training, end-user documentation, outreach and communication activities for IT applications, services and issues that affect the user community
Develop Concept of Operations (CONOPS) for End User Training
Assist ITCD in planning for and implementing change associated with new IT capabilities within HQ and the Agency
Oversee on-boarding and off-boarding of contractor personnel
Maintain accurate asset records for all Government property for which the contractor is responsible
Oversee, manage and provide IT expertise for events requiring special IT support such as audio-visual services, event recording and transcription support
Develop all Deliverables and supporting material for responsible PWS areas
Provide task order oversight for task orders within responsible PWS areas
ITIL certified
04-06 years w/Masters Degree

Enterprise Services Support Manager Resume Examples & Samples

Person should have experience with Microsoft Project and demonstrated experience leading complex service implementations that involve interaction with the customer as well as internal Thermo Fisher groups, including IT, HR and finance
Advanced PC skills, especially in Microsoft Office products
Ability to develop high levels of credibility and forge solid and positive professional relationships with customers, peers, and upper management

Technology Services Support Manager Resume Examples & Samples

Responsible for ensuring tickets are picked up, prioritised and actioned in a timely manner
To support, advise and train support staff
Building a personal relationship with key members of staff
Successful service delivery - SLA achievement and high level of customer satisfaction
To assist with the procurement of IT assets
Ensuring full compliance to all SOX policies is maintained
Assist with management of internal projects related to the Helpdesk
Follow and enhance process, policies and procedure in an effort to streamline support
Support the team with call escalations and complaints
Review helpdesk tickets for common issues and work on solutions for these
Supplier management responsibilities
Some line management responsibilities of the support team
A focus on customer satisfaction, with strong interpersonal skills and responsiveness
An attitude of personal responsibility for your own and the team's actions
Excellent communication and problem solving skills
Ability to relay complex technical information to non-technical staff
Solid understanding of the importance of meeting tight deadlines
Core personal attributes should include being logical, outgoing, highly organised and service-orientated IT support professional
Ability to identify and realise an opportunity for improvement
Teamwork: We work as a team and you should not be afraid to roll their sleeves up and tackle or assist with any client-based issue. You must be calm and self-assured and able to work with a team under the supervision of a team Leader
Previous experience in a IT or Technical Environment Team leader /Supervisor/Management role
Excellent knowledge and experience of Windows and Mac OSX client
Knowledge and experience of active directory tools (ADUC)

Workplace Services Support Manager Resume Examples & Samples

Experience in managing Help Desk, Desktop, Workplace Services internal and external vendor partners
Innovative, Strategic, Forward Thinking
Customer focused is a passion
Help set the direction (Strategies, Policies and Procedures) for Workplace Support Services
Hiring, supervising, and developing the Desktop support team
Strong Relationship Building Skills
Business Savvy and Mindset

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