Customer Care Manager Resume Samples

The Guide To Resume Tailoring

Guide the recruiter to the conclusion that you are the best candidate for the customer care manager job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Create a Resume in Minutes with Professional Resume Templates

CHOOSE THE BEST TEMPLATE - Choose from 15 Leading Templates. No need to think about design details.

USE PRE-WRITTEN BULLET POINTS - Select from thousands of pre-written bullet points.

SAVE YOUR DOCUMENTS IN PDF FILES - Instantly download in PDF format or share a custom link.

Create a Resume in Minutes

V Schaden

Vivianne

Schaden

78569 Hilario Mews

Dallas

+1 (555) 365 9371

78569 Hilario Mews

Dallas

Phone

p +1 (555) 365 9371

Experience Experience

Dallas, TX

Customer Care Manager

Dallas, TX

Luettgen, Luettgen and Kilback

Dallas, TX

Customer Care Manager

Manage the development of individual team members ensuring clear expectations are set and regular feedback is provided on performance to support growth
Develop and drive improved sales forecasting into the SIOP COE to support improved supply performance
Direct and control all call center activities including working with various department managers to create efficiencies and improve call center outcomes
Partner with the Learning and Development team to identify on-going training to support improved performance and development of the Customer Care
Works with the Operations Manager and the Client Services Program Managers to ensure success of programs
Provides leadership and guidance to assigned Supervisors to ensure the team develops and executes tactical business plans
Proactively work with division management to improve purchasing, construction and selling practices in order to reduce the frequency of customer complaints

Boston, MA

Comcast Business Customer Care Manager

Boston, MA

Murphy Inc

Boston, MA

Comcast Business Customer Care Manager

Analyze trends to formulate strategy, and initiatives to improve performance
Provides guidance and/or assistance to IP Support Supervisors and CAEs with resolution of difficult subscriber questions and/or issues
Responsible for the growth and development of the Supervisor team
Promoting a 'Great Place to Work' culture while managing employees to meet and exceed metrics
Interfaces with other call centers, systems and departments as necessary to ensure proper handling of customer issues and concerns
Communicates and manages all performance objectives including technical support and customer service to ensure compliance with company philosophy and business goals
Responsible for the productivity for a team of up to nine supervisors and 100+ representatives

present

Detroit, MI

Customer Care Manager Active Cosmetics Division

Detroit, MI

Reynolds, Corkery and Fahey

present

Detroit, MI

Customer Care Manager Active Cosmetics Division

present

To manage, support and develop a customer care team to ensure optimum service is leveraged
Can work autonomously
To manage all customer care activities for ACD UK and Ireland
Can manage complexity
Developing relationships and encouraging collaboration with our customers
To develop and share good customer e practice with colleagues across other divisions in UKI and abroad
Re engineering and improving processes by removing the non-value added

Education Education

Bachelor’s Degree in Technical

California State University, Los Angeles

Bachelor’s Degree in Technical

Skills Skills

Measurement principle knowledge with mechanical, electronics, DOS, windows operating system and communication (Serial, TCP/IP, Profibus) knowledge
Should have excellent written and oral English communication skills and be capable of effective articulation and conversation
Self-motivated individual who is detail oriented and able to multi-task
Strong Influencing and negotiating skills with ability to motivate and build high performing teams
Excellent communication skills and an ability to establish key relationships at all levels
Confident, demonstrating a ’can do attitude’ and has a strong belief in their own ability to succeed
We are a financially strong and stable bank
Strong knowledge of all office software (Excel, PowerPoint, Word, Visio)
Strong organizational skills; attention to detail
Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner

Create a Resume in Minutes

15 Customer Care Manager resume templates

Read our complete resume writing guides

Customer Care Manager Resume Examples & Samples

Monitor Contact Center performance and provide continuous feedback to supervisors and specialists to improve customer satisfaction, specialist performance and cost controls
Improve performance by raising efficiency and meeting performance targets for speed, efficiency, quality and positive customer experience
Provide direction and mentoring to Customer Care team who are responsible for receiving inbound customer contacts and service requests from customers both internal and external
Maintain Service Levels across all customer contact media types (Telephony, E-mail, Web Requests, Web Chat, etc.) and develop action plans to ensure objectives are continually met
Create opportunities for improvement through creativity and innovation
Serve as the escalation point of contact for customers and staff
Effectively integrate new processes and products into operation and monitor results
Drive continuous improvements thru the contact center with the use of and implementation of data analysis, project management, and any additional activities deemed necessary
Lead and motivate people in a fast paced, rapidly changing environment
B. S. Degree/equivalent
5+ years demonstrated Contact Center management experience preferred in the Customer Service industry
2+ years Supervisory and/or Management experience preferred in an Operations Center
Experience in Contact Center Management, Knowledge Management, Workforce Management & Quality Management
Ability to operate under pressure
Experience working in the automotive industry a plus
Ability to interpret and analyze contact center statistics, customer behaviors and other activities to optimize Customer Satisfaction and maintain proper workload distribution in a growing company
Leads by example with a strong desire to improve the internal and external customer experience
Strong problem solving skills, resourceful and demonstrates effectiveness in making decisions
Skilled in formulating and delivering custom reports, improvement plans, business cases, executive updates, and employee communications
Possess a positive attitude and ability to effectively manage changing demands
Strong advocate of Culture and continually reinforces the company Mission, Vision and Values
Present a professional and positive image by adhering to organizational policies and procedures
Flexible work schedule to meet the needs of the 365/7 work environment

Customer Care Manager Resume Examples & Samples

To manage all customer care activities for PPD in the UK and Ireland
To manage, support and develop a customer care team to ensure optimum service is leveraged for all
To challenge processes and implement new working methods to increase the customer experience
Developing relationships and encouraging collaboration with our customers
To be an active member of the Bury DC management committee, participating and encouraging others to share in wider site initiatives eg health and safety matters

Uk Customer Care Manager Luxe Division Resume Examples & Samples

Managing, supporting and developing a large team
Achieving and exceeding our service level agreement with customers
Developing collaboration with customers
Taking part in key customer care and cost to serve projects
Implementing process improvements and efficiencies
Being an active member of the Sherwood Park DC management committee and the UK Luxe supply chain management committee
Degree Qualification
Excellent analytical skills and ability to manage complexity
Outstanding rigour and attention to detail
Able to build networks and develop good relationships- Internally & Externally
Good organization skills
Pro-active team player
Excellent computer skills: SAP & EDI a plus
Lean six sigma expertize is a plus
This role forms part of our succession plans for key management roles in our L’Oreal UK supply chain

Customer Care Manager Resume Examples & Samples

Oversee the day-to-day operations of NFL Media Customer Care directly for multiple properties, developing service procedures, policies and standards
Improve customer service experience by engaging with customers and analyzing paths to satisfaction
Interact with other customer support divisions to align helpful information, responses, and reporting
Use a high level of sports and technical knowledge and personal judgment to determine tone and content of customer interaction
Help in scheduling, evaluating and mentoring staff on all levels
Plan, direct and manage the flow of customer care for multiple NFL Media properties
Ensure that issues are resolved both promptly and thoroughly
Ensure full compliance with the approved policies and operating procedures for NFL Media
Write, edit, and proofread prepared responses for licensed help desk software
Report trending issues or recommendations to the appropriate departments
Ensure that important NFL Media property developments are defined and explained to the end user
Evaluate and identify opportunities to drive process improvements
Generate reports on event days for senior staff
3+ years working experience as a customer service manager
Relevant experience with help desk software
Knowledge of technical support issues related to Internet connectivity and browser and connected devices troubleshooting experience
Pleasant, patient, and helpful management style
Experience in sports media preferred
Must have extensive knowledge of football, the NFL and Fantasy Sports
Must have operational expertise in a professional environment
Familiarity with budgets and finance
Sunday and evening hours required during the season

Customer Care Manager Resume Examples & Samples

Either a BS/BA degree in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline, with experience of at least
Eight (8) years in a customer contact service/call center related to healthcare or medical bill processing or similar environment
Three (3) years of that experience in a call center supervisory role, demonstrated ability to provide guidance and direction in tasks of similar size and complexity (may overlap with other experience)
Or a High School or GED equivalent diploma, with experience of at least
Twelve (12) years in a customer contact service/call center related to healthcare or medical bill processing or similar environment
Five (5) years of that experience in a call center supervisory role, demonstrated ability to provide guidance and direction in tasks of similar size and complexity 9may overlap with other experience)
Able to manage a very large call center with complexities in various areas

Customer Care Manager Resume Examples & Samples

Ensures attainment of internal and external key performance indictors on a daily, weekly and monthly basis
Provides leadership and guidance to assigned Supervisors to ensure the team develops and executes tactical business plans
Is responsible for daily analysis of business and client results to ensure Xerox and their clients business objectives are met
Is responsible for staffing through an acceptable attrition rate
Lead large change initiatives that ultimately improve the customer experience. Ensure that all changes are properly planned for and implemented without disrupting service
Provides daily analysis of results and is responsible for making recommendations on program enhancements to appropriate leadership
Monitors calls and provides feedback to Supervisors and Representatives based on observations. Monitors and tracks employees for progress against internal and external objectives
Has P&L responsibility for assigned client ensuring attainment of revenue and cost budgets. Requirements
3 years of Customer Care and or Tech support experience working with a large group of employees. Preferably in wireless industry
6 – 7 years in a leadership role
Ability to manage 6 – 7 Supervisors and 100 – 120 agents
Flexible schedule a must- Chat Center is open 365 x 7 5:00a – 12:00a MST
This position requires an extremely perceptive person, who is capable of relating to individuals at all levels. As unique situations present themselves, the incumbent must be sensitive to corporate needs, employee goodwill, and the public image. Significant skills interviewing, coaching, conflict resolution and negotiation, planning, staffing and hiring is required
Bachelor's degree preferred. Equivalent experience may be considered
Ability to work independently, as well as in a team environment to accomplish a common goal
Must be able to effectively communicate (both verbal and written)
Ability to professionally interact with multiple levels in the Organization
Ability to handle multiple tasks and requests while still maintaining results in core job functions and responsibilities
Professional acumen to interact with and handle various escalated issues from internal and external customers
Ability to facilitate change within the organization in a positive manner
Proven ability to drive performance and results in a fast-paced call center environment
Consistent and positive demeanor when handling various job responsibilities
Working knowledge of Microsoft Office software package
Must possess good time management and organizational skills
Ability to work as business needs dictate

Customer Care Manager Resume Examples & Samples

Achieves and maintains a high level of proficiency in the systems and tools used to support our customer base
Partners with the other departments within the division to maintain the highest level of customer service possible
Plan, acquire and ensure that team utilizes sales skills, retention skills, billing system knowledge and basic troubleshooting techniques for core video, high-speed data and digital phone product lines
Establish and maintain exceptional lines of communication and professional relationships with the CTAC, CNOC, regional retention center, regional inbound sales, the NHD, and any outsource company utilized; as well as with the local dispatch, payment centers, technical operations, engineering and marketing
Performs other duties as assigned.REQUIRED QUALIFICATIONS
Must have strong interpersonal skills working with both internal and external customers
Associates degree or higher is preferred
Experience with ICOMS and AAD software is preferred

Customer Care Manager Resume Examples & Samples

Ensures that goals of the department are met by aligning work priorities with those set by the program specifications
Ensures high call standards are maintained through consistent and frequent monitoring and coaching of representatives
Partners with the Operations Manager and Program Manager and ensures accurate and timely communication and resolution of client and program issues
Assumes the lead role in floor communications in matters of support center performance, staffing, representative development, morale, and Supervisor development
Manages, coaches, and mentors a team of inbound Supervisors
Responsible for the daily maintenance of the program including recalls, duplicate dispositions, skips, missing calls, etc; and monitors and posts daily results for each program
Accountable to meet productivity goals for assigned programs and manages for optimal performance
Understands appropriate systems and terminology used in reports and documentation
Ensures that daily/weekly statistical reports are updated, accurate and delivered on time
Identifies areas for improvement in regards to operational and program efficiencies
Handles and helps to resolve escalated calls and email/white-mail from the representatives; may take or make calls as needed
Ensures that program goals and are proactively communicated to each representative
Measures, reports and communicates metric goal attainment for assigned teams
Provides direction and guidance to ensure consistent achievement of key performance metrics and addresses performance issues through daily coaching and monitoring, when necessary corrective action and performance improvement plans are delivered
Consistently achieve the set goal, as determined by the Operations Manager and Director, for number of call monitors and quality standards as required by program specific goals for the team
Monitors calls and provide constructive coaching to continuously improve performance and ensure quality guidelines are being met
Submits training requests for new programs and works with the Training and Quality Department to assist in training of new hires, training on new programs for current representatives and remedial training for current representatives
Coaches, mentors and develops representative team for skills expansion and promotional opportunities
Responsible for walking the call floor and creating a presence and handling all representative questions and concerns in a timely manner
Conducts monthly/weekly motivational activities such as contests and incentives to maintain and increase employee morale
Acts as a liaison to the IT and Facilities Departments to immediately address issues as they arise
Partners with payroll to address any issues for representatives
Demonstrated successful performance as a Supervisor/Manager required
Proven leadership and program management skills
Well-developed problem analysis and decision-making skills
Strong ability to function effectively working independently and ability to coordinate team efforts
Ability to perform in high-pressure and fast-paced environment
Strong computer and keyboard skills, with proficiency in Microsoft Office Suite including Word, Excel, Power-Point and Outlook and a strong understanding of CRM systems
Demonstrated effective organizational, time management and multi-tasking abilities
Proactive, highly motivated and results oriented
Strong interpersonal and rapport building skills

Customer Care Manager Resume Examples & Samples

Using a computerized system, responds to customer inquiries in a call center environment
Gathers information, researches/resolves inquiries
Provides assistance, training and troubleshooting support to customer care representatives
Assists in planning and implementing department goals and makes recommendations to senior management to improve efficiency and effectiveness
Ability to manager 12-20 customer care representatives
Must be comfortable being able to multitask and solve client problems

Customer Care Manager Resume Examples & Samples

Define the responsibility of Care Supervisors and work to develop and enhance their leadership skills. Perform annual performance evaluations and provide frequent feedback and coaching
Maintain established departmental and organizational performance standards consistent with TWC, FCC and local franchise requirements
Drive strong transactional sales by developing a high performing sales and service culture
Maintain and reinforce the sense of urgency required in order to meet service level objectives
Respond to customer concerns, complaints or inquiries in a timely, professional, and responsive manner
Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary customer satisfaction
Train, mentor, and motivate performance of Care staff through constructive feedback
Ensure appropriate and timely coaching and feedback sessions are taking place with all employees within the Care department
Achieve budgeted sales and customer care representative retention goals
Periodically audit department operations and quality program to ensure that all policies and procedures are being adhered to on an ongoing and consistent basis
Follow TWC's EEO procedures as stated in the company EEO manual
Bachelor’s Degree; or five to ten years related experience and/or training; or equivalent combination of education and experience
Minimum five years experience managing a call center/ACD environment, with a demonstrated emphasis on customer care preferred
One to two years experience in an environment that required project management skills (i.e. start up or organizational restructuring)
Experience in budget preparation and management required. Demonstrated strong employee development skills and/or training required
Must have an extensive working knowledge of PC’s, and be proficient in Microsoft Word, Excel, and PowerPoint at the (intermediate level)
Strong verbal and written communication skills required

Technical Customer Care Manager Resume Examples & Samples

Recruit, manage and develop specialist technical talent. Inclusive of workforce planning
Set and execute in-region support strategy for Azure and AWS
Influence and contribute toward global direction for Azure and AWS
Primary point of contact and communication into the International Support leaders
Meet or exceed monthly support KPIs, including regular reporting and forecasting of these KPIs to the business
Design and implement operating models as the Azure and AWS services mature over time
Manage budgets (travel, events, headcount, training, etc.)
You have had experience building new and innovative teams
You have previous leadership experience; operating as a direct line manager or as a matrix manager by coordinating and influencing resources across the company
You are comfortable overseeing technical operations (tech support) as well as the relationship layer (service delivery)
You operate well in an environment of rapid change and are comfortable operating with autonomy
Demonstrable ability to set and execute a strategy
Excellent interpersonal and strong managerial skills; setting and achieving goals for self and team
Experience of building compelling business cases, influencing leaders and presenting to external customers
You are highly data driven, integral to how you make decisions every day
History of strong negotiation skills with customers

Customer Care Manager Oshkosh Resume Examples & Samples

Train Supervisors and Team Leads on all processes and procedures of their leadership responsibilities, and ensure compliance through service observing and process reporting
Participate in ongoing leadership development with the staff to continually grow their leadership skill levels
Manage the training and implementation of quality customer service delivered from the Oshkosh site and actively work with the Supervisors to make positive and immediate changes
Collaborate with the Customer Care Operations Manager regarding the service observation processes and communicating deficiencies to the Training Manager so additional modules can be created to correct downfalls in performance
Collaborate with Customer Care Operations Manager as it relates to enhancements on the Service Observation Form to keep all change in processes through training for overall consistency
Training, implement and monitor the adherence of all Key Performance Indicators
Be responsible for the overall growth and retention factor of the Oshkosh site, assuming an active role in making Footlocker.com/Eastbay a great place to work
Monitor performance reports regularly (specials of the week, fulfillment company offers, etc.) to ensure all Supervisors, Team Leads and Associates are following proper procedures
Review and ultimately approve Associates to move forward in the Skill Advancement Program
Work in conjunction with the other Customer Care Managers to communicate policies and procedures to Associates for proper rollouts
Actively engage with Customer Care Managers, Training Manager and Director of Customer Care to identify, document and propose customer experience enhancements and strategic initiatives that relate to the Call Center
Ensure department processes and records are maintained in a timely manner and that the department is in complete compliance with Sarbanes-Oxley and PCI requirements throughout each fiscal year
Experience managing multiple levels of employees
At least 5 years ofsuperior customer service and Call Center management experience
Dedicated to serving our customer
Able to manage established budget
Able to motivate staff to provide an exceptional customer experience

Customer Care Manager Resume Examples & Samples

Manage and direct the commercial loan staff responsible for payments, advances, adjustments including both financial and non-financial transactions, and any other maintenance/adjustments required to support the commercial loan portfolios throughout the Bancorp
Maintain policies and procedures to ensure that all advances, payments, adjustments, and all types of maintenance are executed in accordance with Bank policies
Manages customer care (loan adjustment) staff responsible for resolving internal customer questions with the line of business and operations as well as a third level support for external customers escalated through the Commercial Service Center
Ensure that all cash transactions are cleared through GL and wire accounts within established SLAÆs. Research and resolution escalation point for the reconciliations team
Review/audit clerical functions and procedures on a consistent basis making recommendations to improve quality and productivity
Interface with commercial lenders and customers on a daily basis with the intent of maintaining good customer relations
Work with Information Technology Officers for the purpose of improving existing processes and procedures so that they are more efficient and with the intent of driving down the per unit cost of doing business
Meet with Internal Audit and Compliance on a regular basis to ensure that existing policies and procedures provide adequate controls to mitigate potential risks
Review the more complex servicing requests and provide direction to the clerical staff as to correct processing of such
Continually reviews department and Bank processes, procedures and policies to insure they are designed to meet customer needs. Makes recommendations for improvements within the department
Maintain the necessary management reporting tools to accurately measure and report timeliness and quality of service levels, production and error statistics
Plans, assigns and monitors the workflow within the servicing staff, maintaining optimum efficiency and cost effectiveness while ensuring that quality and production standards are both met and maintained
Manage to goals related to expense reduction, revenue generation and turnover
SEE ACTUAL JOB DESCRIPTION FOR ALL DUTIES AND RESPONSIBILITIES
Bachelors degree, preferably in Business, Finance, or related field, or equivalent experience
Minimum of five years in managing, supervising and leading employees
Minimum of five years of functional banking experience, including commercial loan exposure
Self-motivated individual who is detail oriented and able to multi-task
Experience in independently organizing projects
Strong understanding of debit and credit transaction flows throughout various systems
Strong analytical skills for reviewing and analyzing legally prepared loan documentation and complex commercial systems

Customer Care Manager Active Cosmetics Division Resume Examples & Samples

To manage all customer care activities for ACD UK and Ireland
To manage, support and develop a customer care team to ensure optimum service is leveraged
Re engineering and improving processes by removing the non-value added
Owning and driving our cost to serve strategy
To develop and share good customer e practice with colleagues across other divisions in UKI and abroad
Degree qualified or equivalent
FMCG experience preferred
Proven Customer Care background
Proven attention to detail / accuracy
Strong analytical skills using Excel, BI or BW
Strong interpersonal and management skills
Planner / Well organised / Problem solver / Logical
Can work autonomously
Results driven -‘Can do’ attitude
Innovative with a sense of Entrepreneurship
Can manage complexity
Achieve results with integrity
Sensitivity to the Beauty Business

Customer Care Manager Resume Examples & Samples

Identify our customers’ needs or customers segments and define the related strategy
Define in accordance with the Business Unit and the Supply Chain Director and the Customer Care policy and priorities
Implement the organisation, processes and resources needed for the Customer Care policy
Set out and follow the performance objectives through the dashboards (customer service, cost to serve)
Ensure the execution of the credit policy defined with the Financial and Controlling Director
Develop the collaboration with our clients
Ensure the sharing and reliability of information related to the clients within the organisation (Demand Planning, physical distribution, sales, controlling)
Recruit, develop and manage his/her team taking care of the know-how transfer and the development of expertise. Implement organisational changes

Customer Care Manager Resume Examples & Samples

Directs all activities, manages and monitors day to day activities and ensures productivity meets or exceeds service level and quality standards
Interaction and responsiveness to customer, staff, vendors and other relationships integral to call center management
Staff hiring, position posting, improvement plans and monitoring with direct reports
Reporting of contractual Service Level s, report preparation and communications of statistical data
Forecasts call volumes and associated headcount requirements to maintain proper staffing levels
Tracks service and performance standards. Daily monitoring and work load balancing
Facilitate and participate in call center calibration sessions with the Quality Team
Ability to communicate effectively, both verbal and written, with internal and external customers. Daily monitoring of tools, systems and related access for optimum performance standards
Develops and implements process improvements to enhance efficiency
Serve as a subject matter expert on projects impacting the Provider Relations Department
Maintain and update desk procedures and manuals as required
Identify training needs and monitor the training effectiveness of call center staff
Initiate rates, monitor and coordinate the task management of the ABC incentive program
And all other duties as assigned
Ability to communicate effectively, orally and in writing with all levels of management
Capability to manage concurrent projects effectively and remain responsive to business and client needs
Demonstrated experience using and managing industry standard call center components
Health Insurance or Health Care experience is preferred
Experience working with Microsoft Office including Excel, Outlook, Access
Minimum two years previous call center experience Minimum five years leadership experience

Customer Care Manager Resume Examples & Samples

Be responsible for the management, coordination and quality for contact center operations
Manages the daily cross-functional communication, looks for proactive ideas or innovation to drive continuous improvement in terms of system operation and of customer experience
Produces regular forecasts optimize the operational efficiency and meet the requirements of all contractual obligations
Manages the quality assurance process to ensure continuing suitability and adequacy and effectiveness of the customer care experience
Delivers effective business assistance and exception processes, which ensure best practice is delivered and compliance with all relevant legislation
Make suggestions for product improvements based on customer feedback, observed trends, or repeated problems

Customer Care Manager Resume Examples & Samples

The tracking and development of business strategies and goals to meet and maintain SLAs including, abandonment rate, speed to answer, longest wait time, accuracy rate, referral rate, along with achieving and maintaining appropriate results of related metrics including length of call and quality of call
Meeting call center Service Level Agreements by managing and meeting human resource objectives which include recruiting, selecting, orienting, training, assigning, coaching, counseling, motivating, developing and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Preparing call center performance reports; collects, analyzes, summarizes and interprets data, identifies trends and leads efforts for any necessary corrective action or improvement related to call center performance
Maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
Determining call center operational strategies to meet SLAs and client and Xerox objectives by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
Maintaining equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
Maintaining professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Responding to client inquiries promptly and accurately
Resolving all escalated issues
Overseeing Reporting, Quality Assurance, Workforce, and Support Departments
Establishing operational objectives and work plans, and delegating assignments to subordinate supervisors as appropriate
Works frequently with other Operations Managers on team to work on retention, recognition programs, rewards, etc

Digital Customer Care Manager Resume Examples & Samples

Partner with product and engineering team members to create and maintain training materials for existing and upcoming products. Work with technical writing resource to update teaching aids and reference materials including training manuals, reference material, visual aids, scripts etc
Work with manager to develop escalation procedures and provide feedback to management concerning possible problems or areas of improvement
Work with management on customer service initiatives, including gathering requirements for any customer care tool product enhancements (data/integration, front end care tools, reporting)
Play an active role in the workflow of issue escalation. Be a product expert (and an expert at all CS tools) who can guide issue resolution either by fixing the problem or going directly to the person on the team who can
Understand the details of each product upgrade and feature enhancements/launches in order to effectively communicate to agents what has changed
Refine process to continually improve how cases are managed and issues are resolved
Forecast call/support volume to help determine on call support staff
Set up case management process with customers and internal teams to ensure call loop is closed
Establish partnerships with key stakeholders including development, QA (Ensure issues submitted by CS/Users actually exist), product, project management, marketing, and 3rd parties to streamline escalation paths
Regular call listening/monitoring to understand customer complaints/issues
Bachelor’s degree
5+ years in a role managing customer service programs or agents for a premium brand
Proven ability to work in a fast-paced, self-directed environment with a sense of urgency
Strong communication, interpersonal and cross-functional team skills
Experience with hands on management in a high volume, full service (call, email, chat) customer service operations
Experience in supporting issues related to an e-commerce business (account management, billing, service related issues)
Experience with managing an outsourced call center with variable staffing needs during peak selling periods
Familiarity with Salesforce
Experience with a digital subscription product in the entertainment space highly preferred (inbound acquisition, prospecting/sales, retention, and technical knowledge)
Enjoys working closely with customer representatives to ensure complete satisfaction
Able to travel up to 25% of time

Customer Care Manager Resume Examples & Samples

Manages, coaches, and mentors team
Responsible for the daily maintenance of the program including recalls, duplicate dispositions, skips, missing calls, etc.., and monitors and posts daily results for each program
Demonstrated successful performance as a recent Supervisor/Manager within past 2 years required
Over 2 years of proven leadership and program management skills
Over 2 years of pharmaceutical, healthcare or related industry experience required

Customer Care Manager Resume Examples & Samples

Team Member Fulfillment, Job Satisfaction, and Effectiveness
Team work! Working closely and seamlessly with other teams to make sure T-shirts happen!
Training, coaching, and developing leaders and team members
Staffing/coverage optimization
Positive, consistent, customer-focused, results-driven attitude
Understanding of CustomInk processes
Grasping and applying operational data
Adobe Illustrator and Adobe Photoshop skills are a plus

Customer Care Manager Resume Examples & Samples

Lead all aspects of the operations and management of our WATCH DATG customer call center, including the development, execution, and optimization of online and voice feedback and ticketing, tools, processes, policies, agent hiring, incentive retention programs, and call center measurements
Create training materials, communication plans, and updates that serve to communicate key business and product information and value to our WATCH DATG viewers and MVPD partners
Develop and manage a training program that enables and prepares new and existing agents to best serve our customers and to create a magical customer experience
Work closely with DATG product, marketing, engineering, content, programming, operations, and network teams to define, craft, and publish content related to customer communication and help info
Work with engineering teams to integrate and QA our customer ticketing system into newly released products, platforms, and builds across all WATCH networks
Serve as the “voice of the customer” in product and planning discussions
Manage the process escalation of issues and expected resolution between tech operations and customer care agents
2+ years work experience working in a call center
Strong verbal and written communication
Must be organized and capable of managing, tracking, troubleshooting, and problem solving multiple projects simultaneously in a fast-paced environment with multi-disciplinary teams and third-party vendors
Self-motivated, natural problem-solver with ability to work both independently and collaboratively in a team environment
Knowledge of Zendesk (preferred) or similar SAAS ticketing system
MS Excel, Word, PowerPoint

Customer Care Manager Resume Examples & Samples

Direct, develop and lead a team of contact center, product support and repair center representatives in the achievement of the service goals
Ensure attainment of goals by effectively developing and implementing operational plans and objectives, as well as monitoring efficiency and effectiveness of the contact center, products support and repair center associates and staff
Supervise and direct a team of Product Support, Call Center and Repair associates
Work with Human Resources to Interview, hire and oversee training and mentoring of new customer care associates
Collaborate with Human Resources to address employee relations issues as needed including writing and conducting annual performance evaluations and effectively communicating performance expectations to team members
Conduct and document regular performance discussions with each Associate including achievements and areas for improvement
Work with the training team to develop a comprehensive training plans for the Customer Care Team
Communicate customer feedback and product issues to applicable departments throughout the organization, including: IT, Engineering, Sales and Marketing and Operations as needed to resolve customer complaints and improve products and processes
Counsel and develop associatesto achieve individual and departmental objectives
Develop methods and strategies for ensuring customer satisfaction and building customer loyalty
Measure and monitor performance of Customer Care Team in order to continuously improve efficiency and customer services
Directly provide Product Support via phone, email and letter to customers as needed
Continuously improve methods to reduce cost and ensure quality
Work with Human Resources to develop a comprehensive recruiting plan for Customer Care
Work with Legal regarding issues that can come from PROCON and Reclame Aqui
Coordinate and handle in a first approach, within the appropriate or required time frame, all Consumer Claims, whether administrative or judicial, as well as claims thru websites such as “Reclame Aqui”, etc
Direct all stages of the recruiting and hiring process and assist by screening, interviewing and recommending candidates for Customer Care roles
Assure employee relations issues are addressed consistently and fairly
Explain, administer, and monitor adherence to company policies for all team members
Advise and coach associates on handling difficult customer complaints, or handle complaint personally when necessary
Participate in various meetings by listening to others and sharing ideas freely; conduct meetings in a manner that fosters participation and productivity
Maintain and apply exceptional Garmin product knowledge and detailed knowledge of Garmin's standard procedures and guidelines
Represent Garmin at industry and professional meetings and conferences
Perform other job-related duties required to complete the task assigned
Bachelor's degree from a four-year college or university; OR a minimum of 4 years experience performing substantially similar essential functions
Must possess a minimum of 3 years Contact Center or Repair Center Supervisor experience OR a minimum of 1 year Garmin Product Support Team supervisory experience
Demonstrates advanced proficient computer skills in Microsoft Word and Excel
Demonstrates proficient written and verbal communication skills in English and Portuguese
Demonstrates proven leadership and management skills
Demonstrated ability to coach, counsel and motivate performance
Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner
Demonstrated ability to facilitate and manage conflict resolution
Ability to communicate and partner with other departments to assist and develop process and procedural improvements
Demonstrates proficient organizational and time management skills
Must be team-oriented, posses a positive attitude and work well with others
Driven problem solver with exceptional technical trouble shooting skills
Demonstrates excellent customer service skills
Presentation and public speaking skills
Garmin product knowledge
Knowledge and experience with contact center technologies including call routing and workforce management

Customer Care Manager, Onsite Resume Examples & Samples

H.S Diploma or GED
Be at least 18 years of age
Previous call center experience
Commitment to quality and personal ethics
The ability to multitask

Customer Care Manager Resume Examples & Samples

This position will be responsible for managing any of the Reliant and Simply Smart Call Center functions within Customer Operations, including but not limited to
Call Center service activities
Call Center retention sales
Escalation, QA, Chat and Email teams
Customer Experience
Employee Recognition and Incentive management
Identifies and drives process improvements to improve the overall performance of the call center (e.g. lower shrinkage, increase agent productivity, sales, quality assurance, customer experience, automated reporting processes, etc.),
Responsible for hiring, staffing and scheduling plans, and actively partnering with business owners on budget/forecast for this site
Creating a positive customer experience within Customer Care and creating customer value through distinguishing service capabilities, product offerings, first contact resolution success, customer effort and staff member interactions with customers
Managing effective and efficient operations with a keen focus on performance and opportunities to improve on best practices
Retaining a competitive leadership position in service capabilities
Develop employee skills and knowledge that leads to high customer satisfaction
Interacting with all levels of employees and a large diverse number of customers. Also responsible for interacting with other functions in NRG, with third party providers, and with outside agencies
Participate in business review meetings and planning meetings for Customer Care
Leading employees that contribute to achieving our Retail Mass objectives related to market share, brand metrics, and financial metrics
Coordinate and communicate with other business process owners and IT teams that affect or are affected by customer operations processes
Manages selection, motivation, development and evaluation of staff
Implementation management, ensuring consistency with corporate strategy, consistency of process across projects and customer satisfaction with the products. Ability to meet deadlines and project expectations are critical
Provide analytical and technical solutions to difficult system/customer related problems
Ensuring safety performance, reduction of recordable injuries, compliance and process safety management
Provide leadership, direction and guidance on Business Continuity Plan (BCP)
Develop and implement new processes to streamline workflow
Assists with special projects (systems, process or analytical)
Minimum of 8+ years’ experience in operations, process management, and/or people management (or equivalent experience) with demonstrated abilities in problem-solving and team-projects
5-7 years Call Center experience in a 100+ seat call center environment, with at least four years of that time being in a leadership role
Experience in both in-bound and out-bound sales center environments
Knowledge of the utility and/or the deregulated energy industry is preferred
Project management and Six Sigma experience strongly recommended
Able to work effectively and build relationships with people at all levels. Must be able to motivate team members and be able to coordinate cross functional processes and others not under his/her direct supervision
Able to work effectively both independently and with teams. Excellent problem solving skills and able to use good judgment to make recommendations and decisions
Must demonstrate attention to detail, grasp of the big picture and be highly analytical
Must have strong structured thinking skills and technical aptitude
Effectively communicates with executive management, other employees and external customers both verbally and through presentations and other written documents
Ability to establish new processes and systems
Responsive and flexible
Strong project management and organization skills - delivers to milestone dates, manages resources effectively, and can juggle multiple activities at once to accomplish goals
Ability to think strategically
Ability to adapt to rapidly changing priorities
Excellent personal computer skills within a Windows environment including spreadsheets, presentations, databases, and word processing
Knowledge of statistical analysis (including time-series, sampling, probability, regression, linear programming, and forecasting) is preferred

Customer Care Manager Resume Examples & Samples

60% - Receive concerns through integrated multi-channel delivery options. Thoroughly investigate the concern through interview with the client and Bank employees, review of all relative documentation, research of account activity and transactions, and collection of related situational data. Identify appropriate resources, assess risks, and regulatory compliance issues in order to administer negotiation and resolution. Address sensitive issues with the appropriate Compliance/Legal departments, Branch Managers, Security, and other internal departments to solidify a resolution that is beneficial for both the client and the Bank. Advise Senior Managers throughout the Bank of the resolute decision. Provide a response to client via written communication, verbal, or through Regulatory Agency sites, all within determined service level commitment time frames
10% - Document every escalated concern and resolution and compile within a database, providing thorough tracking from incident through resolution. Attach related documentation. Compile reports that will be delivered to the Board of Directors, Executive Management, Senior and Regional Managers bank-wide, listing root-cause analysis data, reflective of trends that could be used for coaching and training opportunities. Includes systemic compliance issues, issues of damage to Bank reputation, or issues relating to fraud
10% - Provide regular status updates to reporting Manager, including obstacles or issues that prevent resolution that could impede the satisfaction of the customer. Ensure Bank Policy Manual, pertaining to the Office of the President, and OOP Desktop procedures are kept current. Create presentations for Senior Management; other related duties. Involvement of various Bank projects related to Customer Service/Feedback initiatives of the Bank, as well as additional assignments provided by management
10% - Manage staff: interviewing, hiring, termination, coaching and counseling, training, performance appraisals, compensation changes, promotions and transfers, delegating assignments, and oversight of work
5% - Act as bank-wide resource, providing guidance, support, conflict resolution, coaching, and training to offices/departments, including the Customer Advocate Team, in handling complex and/or particularly difficult concerns, to reach an amicable, beneficial resolution

Customer Care Manager Resume Examples & Samples

Helps develop strategies that will position Rockwell Automation as a world-class contact center
Communicates strategy and motivates the team toward achieving the business vision
Solves complex business issues and excels at execution
Provides leadership, guidance and direction to a team of supervisors
Leads team to achieve and deliver excellent levels of customer service and delivers tight operational financial controls in a cost effective manner
Ability to effectively negotiate and influence across multiple business units and geographies, while influencing positive change through awareness, understanding, acceptance and engagement
Bachelor's Degree required. Masters degree preferred
Minimum of 5 years of experience in people management position. Contact center experience is desirable
Ability to influence others, strong analytical and decision making abilities, excellent communication skills (both verbal and written), demonstrated project management skills, and being able to work in a teaming environment are essential skills

Customer Care Manager Resume Examples & Samples

Provide direction for initiatives targeted towards : improving Customer Satisfaction such as TNS Survey, SMS Poll, First Call Resolution, minimise Repeated Calls, drive down Call In rate and zero complaints, maximising technical tools to generate reduce call average handling time, restoring customer confidence during service recovery incidents, developing plans for encouraging the use of tools and devise plans to enhance customer loyalty and maximising customer retention and revenue generating opportunities
Collaborate with cross functional stakeholders on new initiatives to enhance our competitive edge
Work with HR manager to fulfil staff recruitment requirements, retention and development initiatives

Customer Care Manager Resume Examples & Samples

Organize projects, track progress/requests/issues, lead customer meetings. Keep customers' interests in check while assuring Aviaso's interest
Understand and handle various escalations
Ensure the billing process is followed correctly
Be in constant touch with the customer and make sure the product is known and used in its full capacity
Coordinate the successful implementation of the agreed and needed by the customer features

Customer Care Manager Resume Examples & Samples

Minimum of 6 years work experience in at least one of the following areas: Technology Support, Account Management or Software Sales
Experience in a customer service or customer facing role
Experience with creative problem solving for new and undocumented issues
Proven ability to manage multiple tasks or projects with changing priorities
Superior customer service skills with experience in handling difficult customer situations
Experience working flexible/weekend hours in order to meet customer needs
Language skills preferred but not essential
Experience working within the Procurement domain preferred
4 year degree preferred
General understanding of technical concepts related to enterprise software
Understanding of the business impact of an issue within the product
Experience in receiving customer issues and understanding the business impact within Procurement technology
Experience in handling customer issues and understanding the impact of the issue on the customer business

Customer Care Manager Resume Examples & Samples

Establish and execute the Americas Customer Care strategy to align with overall business direction
Will lead and champion the continues improvement process in customer care activities, driving operational excellence through disciplined execution
Improve VOC analysis, customer journey mapping, benchmarking, gap analysis and new technologies required to enhance the experience of TE’s customers
Liaise between sales and plant / supply chain to achieve customer care or Integrated Supply Chain performance KPI
Develop and foster a continuous improvement mind set in the customer care organization focused on a root cause corrective action mentality
Drive the execution of our TEOA performance to achieve Star Level 5 for customer care
Coordinate with broader TE on technologies, back-office, systems enhancements
Monitor customer behaviours, satisfaction and needs. Identify and remedy issues that lead to customer dissatisfaction or detraction
Partner with sales and product management on initiatives to provide better messaging and up-sell opportunities through customer care
Partner with materials, pricing, and operations to streamline communications, improve ship to request delivery performance, obtain more demand feedback direct from customer, and enhance overall customer experience
Analyse business performance to determine required service level and TE cost to serve
Improve integration among the different customer care sites in North America
Promote a culture that reflects company’s values, encourages outstanding performance and promotes positive work environment, as well as strengthening regional team spirit within and across other functions
Reward productivity as part of an ongoing process to establish TE as an employer of choice
Drive high level of employee engagement, through specific programs for customer care
Recruit diverse candidates, develop, coach, and mentor a best-in-class customer care team to ensure every customer opportunity is maximized
In-depth knowledge of customer service principles and practices
Strategic Thinker with Business Acumen
Comprehensive Strategy development
Strong sense of urgency; Action-driven
Strong Communication/ Persuasion/ Interpersonal skills; collaborative ; ability to establish strong business relationships
Ability to motivate and inspire people
Ability to work in a diverse team
At least 8+ years of experience working in a customer Contact Centre
Previous Experience leading large & regional or global diverse teams
Competent in customer relationship management/CRM systems, data and integration across various businesses

Customer Care Manager Resume Examples & Samples

At least 7 years in back-office Customer Care / Support and atleast 3 years as a supervisor or manager leading a team of executives for back-office support
Must have good interpersonal skills and be able to work inter-department on pending jobs
Should be able to train, coach and guide a team of senior and mid-level executives
Should have excellent written and oral English communication skills and be capable of effective articulation and conversation
Manage the end-to-end process of resolution of all customer complaints. Collate and analyze customer call data and implement processes to pre-emptive complaints and take preventive actions
Drive the annual Customer Satisfaction Survey and analysis of the results to identify the reasons for dis-satisfaction, if any, and recommend corrective actions
Keep the customer database updated at all times with complete accuracy of email ids, telephone numbers, etc
Develop the Customer Care team through mentoring and coaching to help build a strong function in preparation for the growing future needs of the organization

Customer Care Manager Resume Examples & Samples

Undergraduate degree or equivalent experience/training
Two years’ leadership experience or proven ability to perform to the highest leadership standards as demonstrated by outstanding performance
Knowledge of contact center or airport operational experience preferred
Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team of customer service representatives
Demonstrated ability to positively lead a team, in a fast-paced, ever-changing environment
Excellent interpersonal skills, with ability to effectively interact with employees at all levels within the organization
Proven ability to concurrently manage multiple tasks and effectively handle shifting priorities in a dynamic work environment
Aptitude to analyze and interpret complex documents
Ability to resolve difficult personnel and administrative issues
Excellent verbal and written communication skills, leadership, initiative and judgment
Outstanding organization and time management skills
Excellent creative thinking and problem-solving skills
Project management skills preferred
Proficient with Microsoft Office suite products
Ability to work varied hours, including nights, weekends and holidays, as well as provide Supervisor on Duty coverage
Ability to travel on occasion, including overnight travel
Ability to read, write, and fluently speak and understand the English language; a 2nd language is an asset

Customer Care Manager Resume Examples & Samples

Leading, delivering and driving customer service excellence, and taking the Lyst customer experience, both in the UK and overseas, to a new level
Managing a team of Customer Care agents
Dealing with all customer enquiries; stock availability, deliveries, failed orders, etc

Customer Care Manager Resume Examples & Samples

Inspection of all operating parts of analyzers to ensure proper operation within expected tolerances
Tune and troubleshoot equipment for proper operation if required
Interact with manager during field service and update daily status. Conference & Co-ordinate with team & - - Service Coordinator weekly to update both technical & commercial issues of Customer. Provide firm
5+ years of directly related experience. Has experience on Sola, Nucleonic or Mass spectrometer products
Good analytical & Technical knowledge in required field
Good Managing power both customers & junior technicians
Willing to Relocate and flexible for extensive touring as per site requirement

Customer Care Manager Resume Examples & Samples

Ensures strict compliance with all contractual requirements
Ensures ongoing open lines of communications with staff as well as other project managers and Project Director
Maintains excellent customer relations with the client as the point of contact for Level 2 personnel issues
Develops systems and services that support Xerox and business unit needs; provides leadership and focus in area of expertise
Responsible for achieving measurable results on time and on budget
Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals
Formulates and implements procedures on Call Center processes; ensures Call Center' s effective achievement of objectives
Manages personnel and personnel related issues for subordinates
Prepares related reports on daily, weekly, and monthly basis and audits current procedures to monitor efficiency of operations
Ensures that business practices are performed in accordance with Xerox policy, procedure and applicable federal, state, and local laws and regulations

Customer Care Manager Resume Examples & Samples

Manage and develop the Customer Care team, instilling Tory Burch core values and an understanding of how exemplary service drives increased sales and customer loyalty
Manage Customer Care department resources to ensure that KPIs, SLAs and quality assurance standards of work meet customer experience goals
Monitor and report individual, team and contact center results to identify areas of strength and areas of opportunity; looking for performance trends to ensure attainment of goals and targets
Monitor external and internal customer feedback to measure performance and identify best practices and make innovative recommendations to drive process improvement; this includes customer contact via phone, email, live chat, social media and NPS
Ensure customer retention and satisfaction through NPS, including VOC reporting, and survey detractor management
Ensure team engagement with the brand through ongoing product training and awareness of business initiatives and objectives and foster a team culture that is receptive to change and improvement
Develop plans and project deadlines for multiple functions to assure achievement of department strategies and goals
Develop, implement and improve processes through identification of operational, sales, and technological changes that impact customer satisfaction and contact center efficiency
Provide direction and lead the implementation of policy and process support for customer service
Review and distribute performance and productivity reports and develop targets for continuous improvement
Assure best practice targets / metrics are utilized to meet productivity, service level, and expense targets
Develop department policy and procedure and ensure effective implementation
Maintain employee appraisals, staff development and cross-training
Troubleshoot and help to resolve ongoing issues with customers, outsourcing partners, fulfillment operations and other departments as required
Lead special creative projects
Established leadership, passion, acumen and responsibility; ability to effectively coach, mentor, motivate and develop talent; creates an environment that nurtures learning
Excellent problem-solving skills; ability to understand complex situations and people / human aspect and work toward effective and meaningful resolution
Strong understanding of business and performance-based acumen
Communicates clearly in oral and written form; able to present to senior management with ease and proficiency
Ability to collaborate and partner, work along with multiple departments and disciplines; proactive and solution focused
Adaptable personality, ability to work with diverse audiences and adjusts easily to rapidly changing situations and demonstrates flexibility

Customer Care Manager Resume Examples & Samples

Must be able to demonstrate a customer centric-approach with excellent relationship-building skills
Strong people leadership, track record of employee engagement success required
Strong knowledge of systems and system-based thinking; able to identify overall patterns and interrelationships, approaches work with a process orientation
Proven ability to drive sales as the result of outstanding service
Project management skill with ability to execute at highest level of quality and consistency
Ability to manage multiple projects simultaneously
Strong understanding of the brand combined with the strategic objectives of the business; balance of “art” + “science”
Support an environment that fosters respect for the ideas of others as well as ongoing collaboration to execute business strategy
Strong organizational skills and planning skills; attention to detail
Thrives in a fast-paced, high energy environment
Problem analysis and solving skills, demonstrating good judgment
Persuasiveness, negotiation skills, sales skills; high energy level
Must be able to work flexible hours; schedules will vary; some travel required
Prestige brand experience required; fashion / luxury apparel a plus
Proficient in MS Office, (Excel, Word, Powerpoint)

Customer Care Manager Resume Examples & Samples

Steer a new team of Customer Care Advisors and is responsible for their training and development
Put goals and create the right environment that people are stimulated to work in an independent way but together as a team
Function as key contact person with the country organizations in the Middle East and our Management Center in Dubai to make sure that your team has the right information on new market activities of the countries we are supporting
Ensure that compliance standards are met and that we work according to the Diabetes Care guidelines regarding complaint management
Work actively on improvement of quality and efficiently and develop new services for the country organizations
Ensure a good contact with the European Call Centers and make sure that knowledge exchange is stimulated

Customer Care Manager Resume Examples & Samples

Bachelor Degree in relevant discipline
10 years work experience (including at least 3 years management experience)
Includes minimum of 3 years work experience in Quality Assurance / Quality Control Systems
Initiative to seek new solutions and new ways of doing things with a focus on continuous improvement and business performance
Logical system approach to problem solving
Financial management knowledge
People Management Skills / Experience
Ability to drive and lead change
Analytical, decisive, adaptable, ethical, problem solver, persuasive, commercially-sensitive
Customer and commercial focus
Team player with ability to operate without close supervision

Customer Care Manager Resume Examples & Samples

A minimum of 3 years experience in a client management or technical support role using trouble ticket system
2+ years of Windows support experience
Solid knowledge of Software issues and able to troubleshoot
Good business acumen
Ability to clearly articulate technical and business concepts
Experience in setting realistic customer expectations when dealing with tight timelines and demanding clients
Customer Service//1-3 Years
Project Management//1-3 Years

Customer Care Manager Resume Examples & Samples

BS in business administration or related; 5 - 7 years Customer Service related experience
Business acumen to successfully interface with all levels of personnel
Professional PC skills, Excel, Word, Powerpoint, Access, Visio project required
Strong oral, written, interpersonal and business presentation and communication skills
Ability to coordinate and prioritize multiple demands on a daily basis
Extreme sense of urgency that is conveyed daily to customers and the team
Change agent. Results oriented – bias for action
Embraces personal accountability and expects the same of others in the team
Regular attendance
Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 1-10 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear

New Homes Customer Care Manager Resume Examples & Samples

5-7 years of customer service and/or warranty experience
Excellent leadership skills, including strong negotiating skills
Superior written and oral communication skills
Strong ability to multi-task while maintaining a detail-oriented focus
Proficient in Microsoft Office applications such as Word, Excel, and Outlook
High school diploma or equivalent required. College degree preferred

Customer Care Manager Resume Examples & Samples

Generating Service Revenue – Responsible to achieve or exceed the plan by selling spare parts and service contracts
Renewal and upkeep of contracts
Perform Installation, Commissioning, acceptance, maintenance & servicing of radiometric thickness gauge at customer sites
Remote customer support through phone, Team viewer etc
Handling radioactive & X-ray sources
Service Job will involve mechanical adjustments / alignment of the frame, mounting of sources, operation of the gauge, checking the performance parameters, measurement results and setting up of the process control parameters
Process knowledge of Cold, Hot & Plate Rolling Mills, Galvanizing / Galvalume / Galvaneal & Paint Coating
Trouble shooting Capabilities - Apply logical, analytical & technical diagnostic skills to resolve problems quickly
Knowledge of Measurement principles transmission, backscatter & Florescence
Inter personnel skills
BE / BTech in Instrumentation / Electronics etc
At least 5-10 years of experience in operations, troubleshooting, servicing of non contact type thickness measurement gauging equipment
Experience in handling radioactive & X-ray sources
Additional knowledge of Air Knife control and paint coating control application
Frequent traveling with long stays
Measurement principle knowledge with mechanical, electronics, DOS, windows operating system and communication (Serial, TCP/IP, Profibus) knowledge
Strong written & oral communication skills in English
Excellence in customer handling and communication skills
Nationwide travel
Exposure to maintenance of Radiometric / X-ray type thickness measurement equipment for flat metals application (cold rolling/hot rolling/plate rolling/coating)
Customer handling , communication and traveling exposure
Root cause analysis skills
Inter Personnel soft spoken skills
Strong analytical and problem solving skills and the ability to successfully interact with peers and customer enabling resolution of problem to achieve organization goals
Assertively drive for superior results

Customer Care Manager / Dach Region Resume Examples & Samples

Bachelor Education – preference of Master
In-depth business acumen is a must
In-depth knowledge of chosen European countries’ processes is an asset
Bilingual PL + German spoken and written is a must
Fluent English skills
Any other language of one/two of the concerned countries is a plus
System minded: MS package/CRM /SAP system/ CISCO tools/R/3 and FSCM
Analytical, lean, six sigma, problem solving and decision making experience
Excellent knowledge of MDT products, processes, organization, tools quality & ethical standards – either demonstrated or ability to learn fast
Cross – cultural resourcefulness
People and Leadership management skills
Process improvement and analytical thinking
Ability to manage multiple priorities and delegate when needed
Demonstrated ability to work in cross functional teams
Be able to understand the customer needs is a must (customer focus)
Proven evidence of Mdt Traits

Customer Care Manager Resume Examples & Samples

Oversee day-to-day activities of the Customer Care Team in Dublin to provide first class support to Creative Cloud customers
Responsible for the customer experience delivered by the Spanish, German and French Customer Care Team and as such holds direct accountability for all aspects of individual & team performance, ensuring that all KPI targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times are achieved
Contact for client issues/escalations, with goal of issue resolution or co-ordinating cross functional response where needed
Manage client expectations in close collaboration with other Customer Care, Engineering, Account Management and Business stakeholders regarding product issues, project status and timelines
Coach the Customer Care team to develop strong customer facing skills, improving their ability to receive, analyze, troubleshoot and assist customers in resolving any questions, issues and concerns in a timely manner
Manage the development of individual team members ensuring clear expectations are set and regular feedback is provided on performance to support growth
Suggest and implement enhancements to existing processes and workflows to improve the customer experience
University graduate
Previous Management experience required
The role involves leading a bilingual / multilingual team supporting Spanish, German and French therefore relevant language skills preferred
Strong track record of managing a high performing team
Experience in leading support teams for software applications with an emphasis on customer service and technical support
Demonstrated customer-oriented work ethic and ability to foster a sense of teamwork across all members of the team
Passion for performance management and execution against operational targets
Flexible, with ability to change priorities quickly, and capacity to handle multiple tasks

Customer Care Manager Resume Examples & Samples

Train Supervisors and Team Leads on all processes and procedures of their leadership responsibilities, and ensure compliance via service observing and process reporting
Involved in ongoing leadership development with the staff to continually grow their leadership skill levels
Responsible for the execution of a high level of quality service delivered at the respective site and actively works with the Supervisors to make changes to enhance the level of service delivered by the team
Collaborates with the Customer Care Operations Manager regarding the service observation process and communicates deficiencies to the Training Manager so additional modules can be created to improve performance
Collaborates with the Customer Care Operations Manager as it relates to enhancements on the Service Observation form to ensure consistency as processes are updated
Responsible for the training, implementation and monitoring of adherence of all Key Performance Indicators
Responsible for the overall growth and retention factor of the respective site, assuming an active role in making Eastbay a great place to work
Regularly monitor operational reports to ensure all Supervisors, Team Leads and associates are following proper procedures. Actively corrects any deficiencies
Partners with peer Managers to communicate policies and procedures to associates for proper rollouts
Responsible for working directly with HR as it relates to hiring a diversified workforce and additional accommodations for hires
Actively engage with peer Managers, Training Manager and Director of Customer Care to identify, document and propose customer experience enhancements and strategic initiatives that relate to the Contact Center
Ensures department processes and records are timely maintained and that department is in complete compliance with Sarbanes-Oxley and PCI requirements throughout each fiscal year
Actively involved in omni-channel and VIP initiatives as it relates to providing a high level of customer satisfaction
Works to resolve customer and associate concerns escalated above a Supervisor level
Miscellaneous duties and projects as assigned by the Director of Customer Care

Customer Care Manager Resume Examples & Samples

Provide superior customer service and ensure long term business success
Ensure a resolute commitment to the overall customer and client experience
Opportunity management, conflict resolution, and strategic customer development, supporting the company’s goal of reaching financial and non-financial KPI (Key Performance Indicators)
Organize projects, track progress/requests/issues, lead customer meetings. Keep customers' interests in check while assuring Honeywell’s interest
Understand and explain any customer billing related queries and carry out billing adjustments as required
Support the sales process with technical expertise/knowledge on the product
Contribute to the product road-map with ideas and suggestions based on interactions with clients

Customer Care Manager Resume Examples & Samples

Understand Teradata’s Solution offerings and key differentiators to develop and successfully execute sales strategies that expand and maximize Teradata’s business relationships across the assigned rider
Develop and maintain a deep understanding of each assigned customer’s key business initiatives to effectively position Teradata’s Analytic solutions and consulting services portfolio in terms of ROI and relevant business metrics
Establish and enhance key relationships up and across each assigned customer’s Business and IT organization
Establish and enhance key relationships with the SI and vendor community to ensure the timely delivery and accelerated business user utilization of Teradata’s analytic solutions
Capitalize on industry knowledge and contacts to uncover new business opportunities
Effectively advise and influence customers through consultative, solution based selling techniques
Utilize team members including post-sale delivery professionals, pre-sale technical and business professionals, and management to achieve business objectives
Rely on excellent leadership and interpersonal skills to initiate and maintain executive-level interaction and customer satisfaction
3-5+ years of experience in selling analytic software & services specifically in the database, enterprise software, and/or ecommerce space. Some technical and business knowledge is necessary
Must be a highly effective communicator, through written and oral presentations to all levels of contacts, internal and external
Inside Sales Experience and proven ability to run a full Sales Cycle Virtually
Demonstrated success in selling enterprise-class analytic solutions
A successful candidate should be driven, creative, a self-starter, team player and strategic thinker. The candidate must possess the ability to lead, advise and advocate for customers
Inside Sales Experience
Proven ability to establish rapport, develop, and maintain strong customer relationships
Previous relevant experience with data warehouse or enterprise software/ service companies a plus
Strong verbal, written communication, and interpersonal skills
Strong sales and problem solving skills
Excellent Time Management Skills
Excellent Team Building and Management Skills
Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage

Comcast Business Customer Care Manager Resume Examples & Samples

Responsible for the growth and development of the Supervisor team
Responsible for the productivity for a team of up to nine supervisors and 100+ representatives
Promoting a 'Great Place to Work' culture while managing employees to meet and exceed metrics
Analyze trends to formulate strategy, and initiatives to improve performance
Will need to be agile, proactive and quick to resolve issues
Identifies and establishes changes to the tools, processes, or training needed to improve the technical support and the overall customer experience
Trains, evaluates, coaches and counsels employees to improve performance in troubleshooting and customer service to meet all required standards. Ensure optimal staffing and productivity levels through efficient monitoring of staff, with the goal of meeting peak service demands
Interfaces with other call centers, systems and departments as necessary to ensure proper handling of customer issues and concerns
Provides guidance and/or assistance to IP Support Supervisors and CAEs with resolution of difficult subscriber questions and/or issues
Remains abreast of new products and technology
Ensures adherence to the Comcast Quality Experience (CQE)

Customer Care Manager Resume Examples & Samples

3+ years experience in a client management or technical support role
Previous Healthcare Software experience related to trouble tickets is preferred
Customer Service/1-3 Years
Project Management/ 1-3 Years
Technical Support/ 1-3 Years

Customer Care Manager Resume Examples & Samples

Serve as the most senior on-site customer service member handling complex cases and upset customers that cannot be resolved by customer care representatives
Partners with the management team to align customer service team policies and systems with the company’s objectives
Develop service procedures, policies and standards
Process knowledge and strong skills in negotiating and selling
Coaches customer care team in order to achieve high performance
Sets performance standards to meet service goals of company
Analyze statistics and compile accurate reports
Take ownership of every customer experience
Utilize good judgement and understanding of company policy to effectively make decisions to resolve customer issues
Achieve monthly individual and team based targeted performance goals
Responsible for handling and responding to warranty requests submitted via a social channel
Minimum 2 to 3 years of customer service experience (real estate, retail, etc.)
Proven working experience as a customer service or care manager
Strong client-facing communication, decision making, persuasion and problem resolution skills
Top notch customer care, compliant resolution and sales skills
Ability to analyze and resolve complicated customer service related issues of diverse scopes
Must be able to communicate effectively, both verbally and in writing, in person and by telephone
Experience with tracking customer care incidents within a CRM like Dynamics, Salesforce, etc
Experience with handling warranty/customer complaints via social channels

Customer Care Manager Resume Examples & Samples

Establish objectives and conducts regular performance reviews for his/her team
Supervise his/her team through directed KPI's for each Customer Care Representative(CCR)
Make localized operational decisions
Conduct quality monitoring of CCR performance
Provide employee feedback, coaching, and development
Resolve internal/external problems and successfully closes issues
Develop and support North American Customer Care processes
Issue regular reports to validate and measure compliance to each SLA for each BU that is supported
Build strong relationships with key business leaders and customers
Basic understanding of standard supply chain management tools
Review patterns to identify potential opportunities, and implement solutions for efficiency, cost and/or service gains for BASF and our customers
Support strategy development and assist in implementing strategic initiatives
Manage head count, manage/meet budget expectations and other financial targets
Support development assignments and movement of talent across units
Motivate and challenge to drive high performance
Role model and enable development of competencies in others needed to implement the BASF strategy

Customer Care Manager Resume Examples & Samples

A proven track record in customer service
The ability to lead by example, manage and inspire the team to deliver an Incredible performance
Great computer literacy
Self motivation
To unleash the potential of the host team by setting stretching objectives and providing regular feedback on performance against these objectives
To ensure that all Hosts have a current PDR to maximise performance and to support individuals development
To resource the host team appropriately on a day to day and longer term basis, with a quality that is consistent with the Inchcape Way
Ensure that compliance is enforced and that it meets all the obligations relating to the customer experience and to the manufacturers standards
Encourage the host team to review processes to ensure they are working in the most efficient way
Be receptive to new ways of doing things and actively encourage the host team to try out new ideas
Inspire the host team to deliver an Incredible Customer Experience for every customer that the sales team comes into contact with
Support the management team to manage customer complaints in a consistent manner

Customer Care Manager Resume Examples & Samples

Lead the Customer Care Transformation work within own team. This includes Ask for More, delivering superior customer experience and providing Customer Service Operations Excellence
Develop a professional and customer-focused Customer Care team through role modeling, leadership and coaching
Build a highly-engaged and motivated team – manage boundaries, allocate resources and provide challenging and stretching tasks and assignments to develop the team’s customer care competencies and ensure competencies and requirements are maintained from both the perspectives of operational execution, back-up and contingency cover
Drive commercial intelligence within own team. Attend regular or ad-hoc joint sales calls with sales team to understand and provide better service to customers
Monitor, review and provide feedback to Sales and TNM on customer performance to drive yield and volume
Drive continuous improvement of process performance and team efficiency by use of visual management systems
Provide support to the CEN and cluster initiatives and projects
Actively contribute to the Customer Care management team - share views, ideas and experiences on how to further improve both team and departmental performance
Solid ocean product knowledge coupled with excellent market

Customer Care Manager, Grc Resume Examples & Samples

Bachelor’s Degree, its international equivalent, or equivalent work experience required.
Fluent in English to serve customers with the region
The position requires a broad skill set, and at least 8 years of business management experience, preferably with customer service organizations
Strong verbal and written communication skills, the ability to provide leadership to direct reports, proven track record of achieving results and expanding scope of accountability/responsibility
Familiarity with RA products, services, and field-based organizations, as well as the ability to navigate through the matrix organization
Demonstrated ability to understand customer service, lead, motivate and energize organizations in transition is required
Demonstrated outcomes in process improvement and productivity gains
Experience with SAP will be an advantage

Customer Care Manager Resume Examples & Samples

Develop, Coach and Train an efficient and effective customer care organisation
Develop MOS to drive improved customer experience
Identify and sponsor key team members to deliver strategic deployment projects in process improvements
Manage global order management and product fulfillment process
Establish, monitor and review key performance metrics to deliver key objectives and enhanced customer experience
Fully engage with internal E&ES functions and COE’s to drive common processes and deliver customer expectations
Develop structured customer issues, escalation and resolution process ensuring all Tier levels engaged
Develop and drive improved sales forecasting into the SIOP COE to support improved supply performance
Engage with cross functions on improving communication with all stakeholders
Manage change of business processes and focus to drive growth
Review customer touch points and identify improvement ideas to enhance customer user experience
Assigning ownership to relevant functions and track escalation resolution response times
Proven cross functional leadership experience
Experience of influencing at all levels within organization
Experience in establishing and developing a successful customer driven organisation
Experience in change management and driving successful completion of strategic projects
Excellent business acumen with process excellence driven
Ability you bring the customer into the organization and put them at the center of everything we do
Confident, demonstrating a ’can do attitude’ and has a strong belief in their own ability to succeed
Proven organizational skills and problem solving skills
Strong Influencing and negotiating skills with ability to motivate and build high performing teams
Lean / Six Sigma green belt or experience background
Excellent communication skills and an ability to establish key relationships at all levels

Assistant Customer Care Manager Resume Examples & Samples

Ensuring that all client sites are manned to agreed levels at all times
Supporting the Customer Care Manager to ensure the Central Security systems are operating normally and that all databases are accurate and of operational level
Assisting the Customer Care Manager in the recruitment process by keeping up-to-date records of staffing requirements, with job descriptions and person specifications for each assignment
Making sure that all assignments receive the required level of supervision
Monitoring the performance level of The Security Team
Establishing whether all staff are assignment trained and have signed their site Assignment Instructions. Furthermore, completed and updated Assignment Instructions are on every site and are being followed
Inspecting and monitoring all administrative procedures and endorse. In addition, regularly inspect all equipment in line with the inventory
Providing assistance for staff that experience any welfare difficulties Take detailed notes on any issues of a disciplinary/capability nature and refer them to the Customer Care Manager, Confirming that fair procedures are followed in every case and monitor progress of absenteeism, work performance and discipline
Fulfilling duty manager responsibilities as designated by the Security Manager in line with the support centre roster
Supporting the organisation in any area as required by the Customer Care Manager
Warranting that at-risk behaviours and unsafe conditions are corrected or appropriately addressed
Safeguarding that all employees (including new/transferred employees) receive appropriate orientation and training as per the Training Plan, alongside high level of EH&S awareness
Conducting regular inspections of areas of responsibility and ensure corrective actions are implemented for deficiencies identified within the targeted completion date
Reporting, investigating and determining root cause of all incidents, and supervising that corrective actions are implemented within the targeted completed date
Be flexible to needs of the contract and client
5 years checkable work history
Unrestricted right to work in the UK/EU
Fluent written and spoken English
Previous experience of supervising a team
Experience of liaising with commercial customers and achieving joint targets based on agreed strategies
Experience of assessing KPI targets continuously
Reasonable experience of the Security industry or an industry that is similar
Knowledge of relevent health & safety and necessary training measures enforced by legislation

Customer Care Manager, Backline Department Resume Examples & Samples

Lead the Tempe, Arizona Customer Care organization, driving employee, team and business unit performance. Must demonstrate flexibility, visibility, compassion and support for all team members
Develop best practices, analyze results and demonstrate continuous improvement in all productivity measures (service level, quality, on-time call backs etc.)
Be a coaching culture “champion” and embed the EOS (Employee Opinion Survey) in all that we do. Drive employee engagement, active leadership and a positive EOS culture
Lead customer & community activities, while driving employee development and retention
Motivate and engage all employees by celebrating successes; commit to career planning; learning & development; communication; and corporate social responsibility
Leverage our internal network and collaborate with colleagues around the world and other departments and functional leaders to provide excellent levels of customer service
Assess and develop talent within the organization–establish a vibrant talent management pipeline
Actively participate in recruiting to build the DHL brand in the broader community
Drive Center Of Excellence every day and ensure the Customer Service team meets or exceeds their targets on daily basis
Typically requires BS/BA and 6-8 years experience in related field, including at least 2 years of supervisory experience
Advanced in Microsoft Office suite; Excel and PowerPoint expert level
Statistics knowledge, data analysis and data mining
Workforce planning/ staffing optimization
Proven ability to drive high performance
Strong leadership & coaching skills are required
Strong customer service & leadership orientation – with a focus on people and analytics
Ability to effectively handle employee relations issues and reduce company liability
Excellent communication & presentation skills
Business acumen & analytics and prior P&L experience desired
Strong influencing, negotiation and team-building skills required
Must demonstrate the utmost professionalism and maintain strict confidentiality
Requires critical / strategic thinking, creativity, ingenuity, innovation and resourcefulness
Experience and knowledge in process optimization, i.e. First Choice or Six Sigma

Customer Care Manager Resume Examples & Samples

Coaching and development of inbound sales teams. Account Specialists (AS)
Sales and profit growth
Career growth and satisfaction of staff
Build a team environment
Strategic plans and goals required for staff performance
Staff Performance
Accurate data capture
Communication Across All Channels
Training and coaching of inside sales
Accountable for sales and profit growth of both the channel results and Emerging Customer sales through all channels for a particular geography
Integrate inbound efforts with outbound Sales Team. Compliment the intent of outbound campaigns against the role of inbound campaigns. Manage in a team environment and partner with CC Outbound Sales Managers, Branch Managers and Area Sales Directors
Accountable for targeting resources to maximize sales and profit. Partner with Branch Sales Management to optimize profitable growth
Manage performance and attract, retain, and develop talent to ensure the highest level of performance within the team
College Degree desired
3 + years sales experience
Personal outside selling experience would be a plus
3-5 years of demonstrated management capabilities
Able to coordinate efforts with remote sales branches
3-5 years experience managing a sales team (specifically telesales, outbound, telemarketing, field) Contact Center experience a plus
Marketing/product merchandising experience a plus
Proficient user of MS Office Products (especially Word, Excel)
Proficient understanding of e-commerce, and e-marketing capabilities

Customer Care Manager Resume Examples & Samples

Responsible for day-to-day planning and execution of customer service and project support to ensure customers receive superior customer care
Responsible for personnel management including, but not limited to recruitment, training, performance management / appraisals, salary administration, terminations and a commitment to diversity
Manage objectives, set priorities, meet deadlines, and organize projects (Inbound & Outbound campaigns)
Maintain and report Customer Care performance metrics and manage the Customer
Bilingual English/French or English/Spanish is required
Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, corporate contacts, and clients
Communication skills are critical. Candidates must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus
Computer fluency is required, including knowledge of call center software, Microsoft Office, and the Internet is essential
Call scripting and work force management experience strongly preferred
Must have the ability to multi-task and thrive within a fast-paced, deadline-oriented environment
Should possess a wide degree of creativity, flexibility, and latitude
Must be detail oriented and highly organized with a documented track record of timely project completion
Demonstrated ability to effectively interface with multi-functional groups / personnel within an organization
Internal candidates must currently be in a Supervisor position. External candidates must have at least 3 - 5 years of prior Supervisory / Management experience; preferably in a Call Center setting
Able to make decisions with high level of confidence

Elavon Customer Care Manager Resume Examples & Samples

Five to eight years of operations experience in the financial services industry
Three or more years of supervisory/management experience
Advanced knowledge of operation functions, systems, policies and procedures for the assigned area
Broad understanding and practical application of applicable laws and regulations
Strong organizational, managerial and project management skills
Thorough knowledge of banking operations and human resources

Customer Care Manager Resume Examples & Samples

Leading two customer service teams (Sales and Customer Care)
Manage sales team that acts as first point of contact for sales colleagues and field services veterinarians
Manage Customer Care team responsible for providing an industry leading customer service experience to our wholesaler and distributer partners
Engage proactively with the business to seek new ways of adding value to the commercial operation
Seek ways to improve the quality and delivery of support services
Partner with the business units to provide the resource to meet their back office day to day operational needs
Recruit, develop and coach direct reports
Support product artwork approval process
Conduct and document regular performance reviews, annual reviews and career development discussions with direct reports
Previous call centre experience and/or business support function
Experience with order fulfilment of consumer products, including experience with an ERP system such as SAP, from order entry to credit procedures
Results orientated and willing to challenge the status quo
A can-do attitude and positive energy
Excellent written and spoken communication skills
Intermediate level in MS Office Applications, Outlook, Excel and Word
Exposure to CRM systems and SAP software, whilst not essential, would be highly regarded

Customer Care Manager Resume Examples & Samples

Guide and manage development of an RRP Service Roadmap
Support the identification of service performance KPIs and cross market adaptation
Carry out improvement projects to reflect latest service developments, ensure all activities are in line with deployment plans, ensuring global resources are utilized in the most efficient way by building detailed processes and execution plan with global partner that achieves a best in class Customer Service model
Stakeholder management - Internal: Provide and support constructive collaboration among the Team members and project stakeholders (involved departments)
3-5 years of professional experience in the service industry or an industry with complex service requirements (telco, technology, consumer electronics, retail) and / or consulting background
Hands on experience with customer care operations
Experience in setting up and managing outsourced service providers (client or provider side)
Work experience in consumer and business support
Strong knowledge of all office software (Excel, PowerPoint, Word, Visio)

Customer Care Manager Resume Examples & Samples

Collaborate with business units, project sponsors, and users to identify project scope and focus, develop or monitor project initiatives, implement project requirements plans, processes, required tools to ensure implementation success
Establish and facilitate regular scheduled strategic meetings with business leaders for each supported marketplace to understand goals, ensure that operational priorities are aligned with total company and business direction
Work closely with Care Program Management Team to provide business project requirements and achieve 100% readiness for Marketplace Launches including applicable Customer Service related translations (CSC Tool, Knowledge Center, Training), workflow and system implementation
Partner with Care Program Management on new marketplace implementation best practices and the Process Improvement (ACES) Team to create a standard operating mechanism for internal and third party vendors (strategy, execution, financial reconciliation, etc.)
· Lead regular scheduled review meetings with contracted partner operations teams to discuss performance against metrics (i.e. Repeat Contact Rate, Customer Satisfaction, First Call Resolution) and compliance to Care processes
· Create, analyze and benchmark different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans
Work with Care Analytics to gain clear understanding of metric results and provide clear concise verbal/written vendor performance reports or action plans to the partner sites
Coordinate efforts with Care Analytics for various sources (i.e. survey feedback, customer data, Quality Assurance) to deliver Voice of the Customer Insights
· Manage contracted partners’ invoice accuracy with external and Audible Finance teams to submit for approval and calculate monthly accruals
Proven experience in managing contact center relationships
Dynamic and engaging communication skills, both written and verbal with the ability to gauge and adjust to the audience (internal or external)
Demonstrated experience in customer care related tasks, such as collecting VOC, escalation, trouble shooting, knowledge management and action plan development
Fluent in Hindi language
Strong analytical and numerical skills, detail-oriented
Demonstrated collaboration with internal and external business partners to deliver greater operational performance, efficiency, and quality

Customer Care Manager, Singapore Resume Examples & Samples

To lead customer service functions to achieve and exceed Country targets in billing, Net Promoter Score and to meet service level requirements both internally and externally
To actively monitor service level from end to end and take immediate remedial actions to mitigate risks
Pro-actively identify gaps and propose feasible solutions to bridge it
Able to take a leading role to resolve and recover from customer complaints
Should establish professionalism and good relationship with key stakeholders and subordinates
Ownership in maintaining accuracy in reports such as performance reports, open and overdue orders, complaint management, etc
Ensuring team’s adherence to VOC (Voice of the Customer) SLA to achieve target Net Promoter Score
Recruit, develop and manage a high performance team by setting, communicating and monitoring aligned goals and objectives, implementing remedial actions where required
To coach best practice customer service methods and the RS offer to drive high performance
To manage eSolutions adoption and maintenance of eProcurement and online customers
To actively engage key stakeholders in Liaison, Operations, Finance, Product, Technical, HR, Sales to drive flawless execution

Customer Care Manager Resume Examples & Samples

Manage and oversees the daily operations of member call center, and enrollment unit
Determines work priorities of staff; has accountability for functions performed by staff
Selects, develops and assigns staff as needed to meet strategic and operations objectives
Provide active leadership and coaching for the staff of the provider enrollment and call center department
Provides direction and performance management to staff
Manage and maintain excellent client relations
Manage and maintain activity based compensation process
Evaluate unit productivity including call center statistics and ensure that stated quality objectives are consistently achieved
Adhere and monitor compliance with code of conduct
Work with the Quality Assurance Department to ensure proper monitoring of the department
Experience supervising or managing a call center and utilizing recent call center technology including customer relationship management (CRM) software, call management systems (CMS), and other advanced telephony technology
Be willing to work hours necessary to ensure the overall success of the fiscal agent operation
Possess excellent organizational, analytical, and communication skills
Enjoy working in a fast-paced, production-oriented environment and be able to successfully deal with stress
Possess above average PC skills

Customer Care Manager Resume Examples & Samples

Direct and control all call center activities including working with various department managers to create efficiencies and improve call center outcomes
Plans, manages, and controls the day-to day activities of multiple teams that provides customer support to NJ FamilyCare beneficiaries and applicants
Establish strategic goals and objectives, including meeting all service level agreements
Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed
Establish methods to ensure excellent delivery of Customer service
Manage client relationship ensuring customers and client satisfaction
Make decisions on administrative or operational matters and ensure effective achievement
Works with cross-functional teams for input to systems and infrastructure updates\enhancements
Partner with CQI and Training on continuous quality improvements for agents through quality monitoring to identify gaps in skills and work on plans for improvement
Develop supervisors and work on career path objectives
Ensure effective scheduling of agents to ensure SLA achievement
3-5 years healthcare experience; Medicaid experience preferred
Minimum of 3 years managing large Call Centers
3-5 years senior management experience
Project management experience a Plus
Experience working in a dynamic, fast-paced environment
4 year college degree or equivalent experience preferred

Customer Care Manager Resume Examples & Samples

Develop and direct all aspects of Call Center and Claims department policies, objectives, and initiatives
Accomplish organization goals by accepting ownership for accomplishing new and different requests
Collaborate on and implement the design of systems to gain customer feedback for Brink’s, identifying issues leading to customer dissatisfaction, and researching underlying root causes
Develop broad influence through a robust set of internal/external relationships across the organization; promote win-win outcomes within, among and across teams, using the diverse perspectives of others to achieve results and improve the customer’s experience
Develop recommendations for solutions, seeking support for implementing solutions and leading efforts to resolve issues
Prepare performance reports by collecting, analyzing and summarizing data and trends
Meet financial objectives by estimating requirements and managing an annual budget
Develop a plan to keep customers informed of change to support policies which could impact the client's business
Meet Service Level Agreements (SLA)
Achieve quality and continuously improve services
Participate in product quality review and complaint investigation processes as
Minimum of 7 year(s) experience in call center operations, managing larger teams with cross functional disciplines such as back office and claim processing
Minimum of 5 year(s) of direct management experience; including coaching, mentoring and team development
Must have operations Management experience in a financial, banking, or package logistics setting
End to end operations life cycle experience
Experience managing multiple sites
Ability to manage and prioritize multiple competing projects
Skilled in managing to metrics
Capable of creative solution-generation
CRM experience
Advanced influencing skills with the ability to view issues through a company and customer lens
Exceptional written and verbal communication abilities
Excellent interpersonal and presentation skills
Advanced analytical, financial modeling and critical reasoning skills

Customer Care Manager Resume Examples & Samples

Coordinate the daily monitoring, assignment and completion of all service requests and / or warranty commitments
Provide daily direction for customer care coordinator/administrative assistant, ensure that established procedures are followed for homeowner calls, written repair requests and communicate information to customer care reps in a timely manner
Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional response to telephone inquiries and resolve difficult customer care issues through personal involvement, including in person visits
Answers incoming Customer Care phone calls, responds to routine Customer Care inquiries, directs other calls as appropriate
Keep Division Management informed of potential homeowner issues where major cost factors may be encountered
Create and distribute departmental and division reports to Division Management as directed
Collaborate in the formulation and establishment of warranty related policy, field practices and service procedures
Proactively work with division management to improve purchasing, construction and selling practices in order to reduce the frequency of customer complaints
Formulate and keep updated warranty manuals, orientation packages, policies and procedure manuals and homeowner handbooks
Mentor Customer Care associates by providing leadership, ongoing development, and strong learning experiences while establishing goals and coaching performance to meet business targets
Responsible for the hiring, training, supervision and motivation of Customer Care Associates. Conduct and/or contribute to monthly/quarterly and/or annual performance appraisals. Conduct regular staff meetings and training sessions. Organizes bimonthly team meetings to discuss measurement of customer satisfaction. Responds to corporate inquiries within 1 hour and updates the DOC and DP in writing within same day received. Monitors and allocates staffing levels to adequately maintain coverage for all customer care requests. Reviews customer care signoffs to insure full completion of warranty service requests. Monitors trends in customer service requests. Creates and generates reports as necessary to identify such trends. Works closely with the DOC to increase quality through such observation and research. All other duties as assigned
Thorough knowledge of building codes and industry standard building practices
Minimum High School or GED required. College Degree preferred
Minimum 5 year experience in customer service and/or homebuilding
Minimum 2 year experience in directing, coordinating and supervising staff
Ability to read and interpret blueprints and engineering reports and details
Minimum 5 years experience in field construction management or as a subcontractor
Extensive knowledge and familiarity with carpentry, structural design, engineered wood products and failure analysis Valid driver’s license, good driving record and valid auto insurance coverage required

Customer Care Manager Resume Examples & Samples

Manages teams of customer care agents that may be supporting customers for Hello Energy, NAP and Champion Energy; which includes agents who are responsible for meeting KPI’s in answering phones, web chats, email and administrative duties
Scheduling to ensure all duties are covered during the hours of operation including Holidays
Responsible for handling resolutions to escalated customer service issues
Correspond and coordinate with other departments, including external call center to achieve maximum efficiently of customer care
Approving adjustments when exceptions occur
Actively make and implement recommendations for process improvements and development of customer care
Handle all responsibilities assigned to customer care agents when necessary and also ensure that these responsibilities are being completed in a timely and efficient manner
Manage of daily reporting to senior management as necessary
Time keeping/approval responsibilities for customer care agents

Customer Care Manager, VP Resume Examples & Samples

Receive concerns through integrated multi-channel delivery options.Thoroughly investigate the concern through interview with the client and Bank employees, review of all relative documentation, research of account activity and transactions, and collection of related situational data. Identify appropriate resources, assess risks, and regulatory compliance issues in order to administer negotiation and resolution. Address sensitive issues with the appropriate Compliance/Legal departments, Branch Managers, Security, and other internal departments to solidify a resolution that is beneficial for both the client and the Bank. Advise Senior Managers throughout the Bank of the resolute decision. Provide a response to client via written communication, verbal, or through Regulatory Agency sites, all within determined service level commitment time frames
Document every escalated concern and resolution and compile within a database, providing thorough tracking from incident through resolution. Attach related documentation. Compile reports that will be delivered to the Board of Directors, Executive Management, Senior and Regional Managers bank-wide, listing root-cause analysis data, reflective of trends that could be used for coaching and training opportunities. Includes systemic compliance issues, issues of damage to Bank reputation, or issues relating to fraud
Provide regular status updates to reporting Manager, including obstacles or issues that prevent resolution that could impede the satisfaction of the customer. Ensure Bank Policy Manual, pertaining to the Office of the President, and OOP Desktop procedures are kept current.Create presentations for Senior Management; other related duties. Involvement of various Bank projects related to Customer Service/Feedback initiatives of the Bank, as well as additional assignments provided by management
Manage staff: interviewing, hiring, termination, coaching and counseling, training, performance appraisals, compensation changes, promotions and transfers, delegating assignments, and oversight of work
Act as bank-wide resource, providing guidance, support, conflict resolution, coaching, and training to offices/departments, including the Customer Advocate Team, in handling complex and/or particularly difficult concerns, to reach an amicable, beneficial resolution
Advanced verbal, interpersonal, and written communication skills
Superior listening and negotiation skills
Excellent decision making skills that demonstrate originality, flexibility, and resourcefulness while balancing risk
High quality producer and ability to manage multiple priorities, and commitments concurrently
Advanced computer skills utilizing applicable PC software to include Microsoft Office, Excel, PowerPoint, and various Bank applications
3+ years' managerial experience
5+ years' bank operations experience
Typically requires a Bachelor’s Degree in Business or Communications

Customer Care Manager Resume Examples & Samples

Met by aligning wo Exhibits a proactive approach ensuring that goals of the department are rk priorities with those set by the Operations Manager
Ensure that program goals are proactively communicated to each representative
Coaches representatives daily to aid in achievement of performance goals
Assists in training new hires and remedial training for current representatives as needed
Handles representative questions and concerns
Responsible for walking the call floor and creating a presence and handling all representative questions and concerns in timely manner
Ensures that high call standards are maintained through appropriate monitoring and coaching of representatives
Responsible for completing monitoring sessions as needed
Works with Training and Quality to ensure representatives are delivering quality work
Identify areas for improvement in regards to operational or program efficiencies
Handle any payroll issues for representatives
Self-motivated and results oriented

Customer Care Manager Resume Examples & Samples

Provide superior customer service in every situation. Go above and beyond advocating for every customer opportunity and request
Successfully lead, build and develop a team for modeling service excellence
Maintain associate payroll, benefit and performance information
Hire, coach, mentor and develop associates
Partner with sales and operations team members to ensure that our vision of enhancing the customer shopping experience is realized
Display initiative to succeed in an entrepreneurial culture
Consistently demonstrate professional verbal and written communication, interpersonal and organizational skills
Multi- task within a fast paced service environment
Manage time to ensure completion of daily sales, delivery and inventory reports, cash deposits, and weekly payroll reconciliations
Provide responsive communication of information to Director of Customer Care, associates and customers
Able to identify opportunities and find solutions for continuous improvement
Problem-solve, organize and balance multiple priorities within a fast-paced environment
Maintain composure when handling unexpected challenges and competing demands
Minimum three years' management experience in a customer service or retail environment
Proficient in PC-based applications
Leadership skills required
Flexibility to work a retail schedule that includes nights, weekends, holidays, and special events

Customer Care Manager Resume Examples & Samples

Exhibits a proactive approach ensuring that goals of the department are met by aligning work priorities with those set by the Operations Manager
Responsible for daily performance and key metrics analysis and ability to take appropriate actions to optimize service levels, sales conversion or other key performance indicators
Able to work flexible schedule including evenings and weekends as required

Customer Care Manager, Director Resume Examples & Samples

Requires minimum 5 years’ experience as a manager with experience in customer-facing operations to include customer escalation and resolution management
Prefer Bachelor’s Degree and financial services/banking experience
Exceptional verbal/written communications, presentation and negotiation skills. Ability to communicate complex issues and ideas with precision and clarity as well as ability to communicate at all levels of the organization
Project leadership and management skills
Strong PC skills experience including Microsoft Office suite
Demonstrated ability to prioritize work, employ effective time management skills and maintain a professional calm presence in the midst of demanding work tempo and intense customer situations
Ability to work independently and with teams and develop effective interpersonal networks within the organization
Ability to organize and conduct effective meetings appropriate for the topic with varied level of audience

Customer Care Manager Resume Examples & Samples

Responsible for overseeing the training and development activities for the Customer Service Representatives in responding to customer inquiries, requests and issues
Manages all associate relations functions for the customer service associates such as hiring, terminating and performance management
Monitors the overall performance of staff members to ensure compliance with policies, practices and approved customer service processes
Makes recommendations to the VP/DCM regarding any changes to operating procedures in an effort to facilitate smooth customer service operations
Establishes and maintains positive working relationships with local customers and Distribution Center associates
Responds to customer inquiries, requests and issues when situations get escalated to a higher level of authority other than a Customer Service Supervisor
Implements and manages the documentation, monitoring and evaluation of all customer service performance measures, including phone system reports, critical success measures, end of month reports, duties and responsibilities
Reviews daily reporting of hours worked to include sick time, vacation time, personal and holiday time through the Kronos time-keeping system
Supervises activities relative to customer files and contacts of both the account representative and/or Drug Enforcement Agency, ensuring that they are updated as needed to comply with current licensing
Approves credit memos prior to generating final credit to the customer
Leads department meetings and in-service training from vendors
Familiarity with ABC products and services
Good analytical skills
Knowledge of Microsoft Word, Excel, PowerPoint and Outlook

Global Customer Care Manager Resume Examples & Samples

Bachelor’s Degree in Engineering or Physics
8 years relevant work experience
5 years project management and/or people leadership experience
Must be legally authorized to work in the United States full-time
Must be willing to work in Wauwatosa, Wisconsin full-time
Must submit application for employment through gecareers.com (or COS if internal) to be considered
Must be willing to submit to a background investigation, including for example, verification of your past employment, criminal history, and educational background
Masters or PhD in Engineering or Physics
10 years relevant industrial experience
Proven ability to work cross-functionally and with global partners
Demonstrated project leadership and/or people management skills
Demonstrated supplier and manufacturing interface skills
Proven mentoring and coaching abilities; demonstrated ability to motivate & inspire others
Excellent communication, influencing skills and ability to gain buy-in for initiatives
Proven LEAN skills
Demonstrated ability to deliver results while working on multiple projects simultaneously, balancing resources, timing and quality of outcomes
Demonstrated problem-solving and leadership skills

Customer Care Manager, VP Resume Examples & Samples

Receive concerns through integrated multi-channel delivery options. Thoroughly investigate the concern through interview with the client and Bank employees, review of all relative documentation, research of account activity and transactions, and collection of related situational data. Identify appropriate resources, assess risks, and regulatory compliance issues in order to administer negotiation and resolution. Address sensitive issues with the appropriate Compliance/Legal departments, Branch Managers, Security, and other internal departments to solidify a resolution that is beneficial for both the client and the Bank. Advise Senior Managers throughout the Bank of the resolute decision. Provide a response to client via written communication, verbal, or through Regulatory Agency sites, all within determined service level commitment time frames
Provide regular status updates to reporting Manager, including obstacles or issues that prevent resolution that could impede the satisfaction of the customer. Ensure Bank Policy Manual, pertaining to the Office of the President, and OOP Desktop procedures are kept current. Create presentations for Senior Management; other related duties. Involvement of various Bank projects related to Customer Service/Feedback initiatives of the Bank, as well as additional assignments provided by management
Proven managerial experience: 3+ years bank operations experience

Customer Care Manager, On-site Resume Examples & Samples

Be available and flexible for a shift during the hours of operation
Experience in learning & development
Experience in coaching or training
Traveling 25% of the time

Customer Care Manager Resume Examples & Samples

Evaluate direct reports and front line associates through daily observation, ongoing coaching and development, and the annual evaluation process. Responsibility for promotions, transfers, merit increases and disciplinary action. Ensure appropriate documentation supports overall communication and plans
Lead achievement of specific departmental objectives and assisting in meeting sales goals
Team with fellow Customer Service Managers, Managers, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives both locally and regionally
Monitor day to day activities to ensure team members fulfill their responsibilities and implement corrective actions as needed
Serve as a positive role model, setting standards for performance/behaviors, attitude and professionalism
Utilize tools and programs to ensure a positive team atmosphere and high morale
Contribute to continuous improvement through various quality programs, Six Sigma, Performance Matters, Call Management System and TEOA
4-10 years related experience managing a team of 5 or more direct reports
Demonstrated ability to support and effectively deliver change within an organization
Understanding and working knowledge of standard Customer Service practices
Ability and desire to develop self and others
Delivers results according to specific targets in direct support of department goals and objectives
Drives results primarily through collaboration and influence
Demonstrated ability to resolve complex issues where analysis of situations and or data require in-depth evaluation and innovation
Navigational ability of PC and various software programs

Download Customer Care Manager Resume Sample as Image file

Related Job Titles

Care Manager Resume Sample

Customer Care Associate Resume Sample

Manager, Customer Care Resume Sample

Customer Care Executive Resume Sample

Rn-rn Case Manager Resume Sample

Manager Care Resume Sample

Customer Care Agent Resume Sample

Customer Care Rep Resume Sample

RN, Care Manager Resume Sample

Representative, Customer Care Resume Sample

Customer Care Team Resume Sample

Care Home Manager Resume Sample

Browse More

Customer Care Manager Resume Samples

The Guide To Resume Tailoring

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies

Tailor your resume & cover letter with wording that best fits for each job you apply

Resume Builder

Resume Builder

15 Customer Care Manager resume templates

Read our complete resume writing guides

How to Tailor Your Resume

How to Make a Resume

How to Mention Achievements

Work Experience in Resume

50+ Skills to Put on a Resume

How and Why Put Hobbies

Top 22 Fonts for Your Resume

50 Best Resume Tips

200+ Action Words to Use

Internship Resume

Killer Resume Summary

Write a Resume Objective

What to Put on a Resume

How Long Should a Resume Be

The Best Resume Format

How to List Education

CV vs. Resume: The Difference

Include Contact Information

Resume Format PDF vs Word

How to Write a Student Resume

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Uk Customer Care Manager Luxe Division Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Technical Customer Care Manager Resume Examples & Samples

Customer Care Manager Oshkosh Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Active Cosmetics Division Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Digital Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager, Onsite Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

New Homes Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager / Dach Region Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

Comcast Business Customer Care Manager Resume Examples & Samples

Customer Care Manager Resume Examples & Samples

How to Make
a Resume

50 Best
Resume Tips

200+ Action
Words to Use

Internship
Resume