Customer Operations Supervisor Resume Samples

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I Hodkiewicz

Ima

Hodkiewicz

337 Mariah Row

Houston

+1 (555) 278 9923

337 Mariah Row

Houston

Phone

p +1 (555) 278 9923

Experience Experience

New York, NY

Customer Operations Supervisor

New York, NY

Gerhold, Hodkiewicz and Reichel

New York, NY

Customer Operations Supervisor

Strong performance record
Technical and analytical/problem-solving expertise
Broad knowledge of business and technical aspects of the job, including financial and cost management
General knowledge of SAP CCS and the UWUA Bargaining Agreement
15%- Actively participate in the Customer Operations Management Team as well as focusing on local office leadership
Supervise and motivate a team of 2 Consultants and 14 Coordinators to build strong working relationships with all VCI and VWGoA Personnel, VW and Audi Brands, and VW and Audi Dealers to support and resolve Remarketing related issues
Promote a respectful work environment and hires,

New York, NY

Psegli Customer Operations Supervisor

New York, NY

Roberts-McKenzie

New York, NY

Psegli Customer Operations Supervisor

Responsible for employee selection, coaching, mentoring, and training while working with the Talent Management System to develop a high performing team
Review and monitor established individual, team, and departmental performance measurements of daily, weekly, and monthly performance metrics
Oversee daily, weekly, monthly reporting of PMP and KPI objectives for team’s performance and provide results to Management
Develop and maintain a working team that consistently provides a high level of quality and service to customers and dealers
Provide accurate and timely audit findings and updates to Legal, Compliance, and Customer Operations Section Manager
Participate in the performance of other duties and projects as assigned by the Customer Operation Section Manager
Manage and record all attendance and performance statistics

present

Phoenix, AZ

Customer Operations Leader / Supervisor

Phoenix, AZ

Walter-Koss

present

Phoenix, AZ

Customer Operations Leader / Supervisor

present

Responsible for all phases of customer orders including: order entry, date management, quantity changes, product changes and all order confirmations
Attend and or lead scheduled meetings with Planning, Purchasing, Production and Shipping to ensure customer orders are planned, executed and shipped on time
Oversee all standard customer communication including auto generated order confirmations, invoices, packing slips, manual invoices and any interaction with customer portals
Provide support to sales function by maintaining customer spec sheets, as well as overseeing & enrolling new accounts, gathering forecast information
Provide guidance to the Customer Operations Specialists in their daily tasks
Approve out bound freight cost and track spending
Interface weekly with customer and Accounting to determine financial status of customer account as well as any returns or warranty claims

Education Education

Bachelor’s Degree in Electrical Technology

Boston University

Bachelor’s Degree in Electrical Technology

Skills Skills

Knowledge of Remarketing processes and procedures
20%- Work with Location Accountability Teams to provide leadership for local the business and grow their business results
Strong presentation skills
Good interpersonal, organizational and
Experience handling employee issues and making
15%- Actively participate in the Customer Operations Management Team as well as focusing on local office leadership
10%- Provide training support and development opportunities as available for the Customer Account Coordinator Team. If training is outside of Customer Operations Supervisor’s area of control they are the primary individual responsible for getting the right people involved
Previous leadership experience
15%- Perform supervisory duties for the Customer Account Coordinator team located at their hub, including but not limited to PMP reviews, daily coaching conversations, Performance Improvement Plans, etc
Vendor relationships and management skills

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8 Customer Operations Supervisor resume templates

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Customer Operations Supervisor Resume Examples & Samples

Bachelor's degree in a related field or equivalent experience required. Minimum of 3 years of supervisory experience in a high volume customer service/call center environment
Strong leadership skills required to lead a diverse team
Must be decisive and creative with the ability to solve non-routine issues

Supervisor Customer Operations Resume Examples & Samples

Minimum of two years of customer service experience and one year of supervisory or leadership experience required
Experience processing claims and filing disputes
Knowledge of regulation and compliance
Banking or Bill Payment experience is helpful
Card Services Experience Required

Supervisor, Customer Operations Resume Examples & Samples

Strong familiarity with call center management hardware/software
Knowledge of customer service techniques and standards
Working knowledge of MS Office (Word, Excel, PowerPoint, Access) internet and Outlook preferred
Effective public presentation skills
Diligent Time Management and analytical skills

Supervisor Customer Operations Resume Examples & Samples

Bills & Invoices
Business Documents
Card Manufacturing and Personalization
Checks & Explanation of Benefits
Commercial Printing
Direct Marketing Services
Digital Document Services
Office Supplies & Equipment
Statements
Tax Forms

Customer Operations Supervisor Resume Examples & Samples

Build customer relationships, both internal and external
Work with team members to ‘own every customer’s experience to drive satisfaction and first contact resolution
Coach team members to ensure understanding and attainment of sales goals and objectives
Inbound Call Center Supervisor Work Activities
Ensure Customer Satisfaction – Internal and External
Work independently and in teams to ensure the success of Time Warner Cable
Drive messages and behaviors that align with the customer expectations and company goals
Create and implement incentives that motivate performance and positively impact morale
Recognize the exceptional results and efforts of team members
Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
Provide Billing and Technical Support
Support team members who work with customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
Develop team members to ensure they can provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues
Ensure that team members are able to listen to customer concerns and diffuse frustration by providing options and solutions
Provide team members with the skills necessary to educate customers on how to solve similar billing and technical issues in order to prevent phone call in the future
Drive Value, Awareness and Sales
Increase share of market and share of wallet by supporting team members in successfully presenting customers with bundled service solutions that meet their long-term needs
Ensure that team members are aware of all goals and objectives, as well as what is necessary to achieve them
Assess individual/ team performance and trends to isolate opportunities for incremental results
Provide coaching and developmental feedback to all team members on a daily/weekly/monthly basis

Supervisor Customer Operations Resume Examples & Samples

Diagnosing improvement opportunities,
Providing effective feedback, coaching, training, professional development, and corrective action
Lead workflow distribution and floor management to ensure service levels are consistently met and resolve complex escalated client concerns and disputes
Interview and make effective hiring recommendations
Develop and implement process improvements, and effectively manage change to ensure departmental objectives are met

Supervisor Customer Operations Resume Examples & Samples

Diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
Perform quality checks, develop and review performance reports
Identify areas to improve, and implement measures to improve performance
Lead workflow distribution and floor management to ensure service levels are consistently met
Resolve complex escalated client concerns and disputes
Interview and making effective hiring recommendations

Supervisor, Customer Operations Resume Examples & Samples

Minimum of 2 years of experience in a call center or operations support environment with1 year of supervisory or leadership experience required
One year of banking or bill payment experience preferred
Card Services experience required
Working knowledge of MS Office (Word, Excel, PowerPoint, Access), Internet Explorer, and Outlook

Supervisor, Customer Operations Resume Examples & Samples

2 years of experience in a call center or operations support environment
1 year of supervisory or leadership experience required
1 year of banking or bill payment experience preferred

Supervisor, Customer Operations Resume Examples & Samples

Lead effective collaboration across sales and the value chain to manage and improve the core performance metrics such as Ship Complete and On-Time
Build effective partnerships with the value chain and logistics/distribution teams to drive effective processes that deliver value for the business
Business Qualifications

Customer Operations Supervisor Resume Examples & Samples

40%- Coach Customer Account Coordinator’s in decision making pertaining to questions they have around order entry, specifically focusing on customer and supply chain related questions
20%- Work with Location Accountability Teams to provide leadership for local the business and grow their business results
15%- Perform supervisory duties for the Customer Account Coordinator team located at their hub, including but not limited to PMP reviews, daily coaching conversations, Performance Improvement Plans, etc
15%- Actively participate in the Customer Operations Management Team as well as focusing on local office leadership
10%- Provide training support and development opportunities as available for the Customer Account Coordinator Team. If training is outside of Customer Operations Supervisor’s area of control they are the primary individual responsible for getting the right people involved
Ability to establish strong relationships with internal & external customers
Ability to motivate, train, and develop a team utilizing strong leadership skills
Ability to identify key employees, create high performing teams, and work effectively within a team
Strong and quick decision maker
Travel up to 20%
Minimum of 5+ years of experience in Customer Operations and/or Supply Chain
Minimum of 3+ years supervisory and leadership experience around Customer Operations

Customer Operations Supervisor Resume Examples & Samples

Supervise the day-to-day service operations of
Meet goals for area of responsibility including
Maintain and enhance a strong customer
Monitor technician work activities &
Effectively support the planning and tracking of
Promote a respectful work environment and hires,
Achieve performance targets established by leadership for
3+ years of increasing Operations Supervisory
Good interpersonal, organizational and
Experience handling employee issues and making

Psegli Senior Customer Operations Supervisor Resume Examples & Samples

BA/BS degree or minimum of 5 years equivalent business experience in a Customer Centric and transactional organization
Must possess well developed interpersonal, leadership and time management skills
Must have skills to coach employees on their reliability, quality and performance
Ability to motivate the workforce and foster a team environment
Must possess excellent verbal and written communications skills; strong analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions
Candidate must foster an inclusive work environment and value all aspects of diversity
Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures in a plus
Working knowledge of electric rates, utility tariffs and regulations
Experience in Database management and development of Microsoft Access and Tableau
Lean Six Sigma Green or Black Belt Certification
Knowledge of JD Power Customer Perception Survey and Process
Experience in Emergency Response Procedures and Business Continuity

Supervisor Customer Operations Site-req Resume Examples & Samples

Bachelor’s Degree required or 5 years in equivalent experience
Strong knowledge of the Customer Operations Customer Contact businesses and processes, with a minimum of 4 years working experience in the Northern or Southern Inquiry operations
Working knowledge of CIS and SAP
Minimum of 5 years’ experience as a first line supervisor with strong technical skills
Fundamental knowledge/experience in financial analysis and work planning
Experience in labor relations negotiations and thorough knowledge of the PSE&G/Union agreement with UWUA Local 601
Strong interpersonal, leadership and communication skills, demonstrated teamwork, demonstrated ability to plan and organize; ability to recruit and develop talent and manage performance. Demonstrated planning and team building skills
Proficient in the utilization of Customer Operations Systems, Word, Excel and Powerpoint
Ability to make decisions, proactively address issues, and provide long/short term operational and performance issue resolutions
Maintain a valid NJ driver’s license
MBA or advanced degree

Customer Operations Supervisor Resume Examples & Samples

Supervise and motivate a team of 2 Consultants and 14 Coordinators to build strong working relationships with all VCI and VWGoA Personnel, VW and Audi Brands, and VW and Audi Dealers to support and resolve Remarketing related issues
Responsible for employee selection, coaching, mentoring, and training while working with the Talent Management System to develop a high performing team
Develop and maintain a working team that consistently provides a high level of quality and service to customers and dealers
Assist in setting individual and team goals (KPIs) that are aligned with department and company-wide goals to ensure VW Credit, Inc. meets or exceeds critical targets
Review and monitor established individual, team, and departmental performance measurements of daily, weekly, and monthly performance metrics
Oversee daily, weekly, monthly reporting of PMP and KPI objectives for team’s performance and provide results to Management
Conduct monthly one-on-one meetings with all staff members to review performance, development, and accountability
Conduct staff meetings as needed to educate on changing programs and policies
Manage and record all attendance and performance statistics
Foster and maintain positive relationships with STA, Title Service Provider vendors, to ensure processes are integrated to support expected service level. Serve as key contact for daily team operations
Collaborate with Sales and Service, Dealer Remarketing, Service Centers, and external vendors to identify and implement process improvement ideas to increase productivity and reduce processing times
Participates in the development and definition of Account Closure and End of Term Operations' processes, procedures, and guidelines. Monitors Account Closure and End of Term operations, audits both manual and systems processes, and coordinates with all areas of VW Credit, Inc
Supervise the accurate processing of end-of-term invoicing, early termination invoicing, collections, general ledger account closure activities and entries, bank reconciliations, credit card processing, and vendor invoicing and reconciliation
Supervise U.S. End of Lease customer billing and accounts receivable activities, dealer and customer direct sales invoicing – lease, balloon, and early terms; total accounts receivable in excess of $1.4 billion per year
Ability to interact with Service Centers to ensure that processes are aligned and meet all business, legal, and auditing needs
Fosters and maintains positive relationships with all internal and external customers to ensure processes are integrated to support expected service level
Acts as the Account Closure and End of Term Operations SME and provides consultation support of IT Business Requirements to ensure all IT projects affecting End of Term Operations meet their stated needs
Provide accurate and timely audit findings and updates to Legal, Compliance, and Customer Operations Section Manager
Expertise in Federal and State financing and banking laws, motor vehicle regulations (DMV), and licensing requirements pertaining to titles and taxes
Monitor all state changes in vehicle titling, including electronic titling, and direct financing and banking laws; recommend changes to ensure efficiency, competitive advantage and cost effectiveness
Manages team responsibilities for direct finance and direct sale processing, title research to ensure timely release, and utilize all VCI and vendor systems
Work with Auction group, Vehicle Administration, Service Centers and external vendors to identify and implement process improvement ideas to increase productivity and reduce processing times
Participate in the performance of other duties and projects as assigned by the Customer Operation Section Manager
1-3 years of relevant experience required
1-3 years of supervisory experience required
Previous leadership experience
Vendor relationships and management skills
Cross-departmental work experience
Knowledge of Remarketing processes and procedures

Psegli Customer Operations Supervisor Resume Examples & Samples

Responsibilities include direct supervision of Call Center Representatives who have daily contact with new and existing customers
Monitor and analyze individual performance toward achievement of scorecard targets
Supervise and develop associate’s skills, evaluate performance, provide ongoing coaching and feedback regarding quality, productivity, customer focus and availability
Plan, organize and coordinate a diverse workforce to work safely and efficiently to maximize operational effectiveness and achieve department targets
Handle escalated customer calls and work to satisfy the customer by creatively resolving their concerns
Maintain a work environment that fosters self-motivated and empowered employees
Analyze data to assess customer satisfaction and adjust local procedures
Maintain and adjust real-time staff levels/requirements to best meet customer needs
Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication. Recognize and recommend operational improvements
Demonstrate ability to coordinate and organize activities/projects
Interacts with field operations as needed
Provide technical support to associates regarding rates, systems/applications and company policies/procedures
Work a variety of shifts and work days including weekends, holidays and nights
Be a part of mandatory Standby duty
Work extended hours/days during storm/emergency conditions as needed
BA/BS degree and 2 years customer operations experience or7 years of customer centric experience with direct customer contact
Must have skills to coach employees on their availability, quality and performance
Excellent computer skills, specifically in Microsoft Outlook, Excel, PowerPoint and Word
Must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices
Ability to demonstrate safety awareness and work to improve PSEG Long Island safety culture
Must have a sense of teamwork and initiative
Experience in Database management or Microsoft Access
Must have and maintain a valid driver’s license
Experience working with union associates and grievance process
Knowledge of call center technologies

Psegli Senior Customer Operations Supervisor Resume Examples & Samples

Bachelor’s degree with a minimum of 3 years relevant work experience or must have a minimum of 7 years equivalent business experience in customer services or collections organization
Must be willing to be trained as a Lean Six Sigma Green/Black Belt
Candidate must possess planning and organizational skills
Candidate must foster an inclusive work environment and respect all aspects of diversity
Experience working with union associates and grievance process is a plus
Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures

Psegli Senior Customer Operations Supervisor Resume Examples & Samples

Supervise and coordinate the work schedules of Meter Testers and Clerks associated with the installation, repair, testing of residential, Commercial/Industrial, and specialized metering schemes and associated communication devices
Support and coordinate these activities with Meter Engineering, Meter Data Center, Electric Design as well as other Operating Departments in order to meet customer commitment dates in support of LIPA and corporate metering programs
Provide safety briefings and technical training programs for the staff and other organizations
Coordinate meetings with vendors and various organizations. Report on project status and associated budgets
Must maintain appropriate inventory levels of meters and equipment, various supplies and test equipment which are necessary to perform the required functions
Must prepare and / or approve the daily work schedules to ensure efficient assignment and completion of all field work
Monitor work activity and motivate effective performance. Represent the Department in various internal and external group functions
Bachelor’s degree in an Electrical Technology or Computer Science discipline with 3 years of relevant work experience
Associates degree in Electrical Technology or Computer Science discipline with 4 years of related experience
Individual should also possess a working knowledge of the Red Book and NEC. LIPA Red Book knowledge is a plus
A working knowledge of various computer software products including Microsoft Office is also required
Candidates must have the ability to provide direction to others, work effectively, meet project deadlines, possess strong judgment and above all be self-motivated
Ability to plan, organize and control field operations is required. Applicants should have strong organizational, interpersonal, oral and written communication skills
Minimum 3 years supervisory experience as well as strong negotiation, communication and leadership skills
A thorough knowledge of the Collective Bargaining Agreement for Union and experience supervising staff under Collective Bargaining Agreement

Customer Operations Leader / Supervisor Resume Examples & Samples

Responsible and accountable for on time delivery of customer shipments; including co-ordination through the factory and with 3rd party logistics providers
Responsible for all phases of customer orders including: order entry, date management, quantity changes, product changes and all order confirmations
Attend and or lead scheduled meetings with Planning, Purchasing, Production and Shipping to ensure customer orders are planned, executed and shipped on time
Oversee all standard customer communication including auto generated order confirmations, invoices, packing slips, manual invoices and any interaction with customer portals
Approve out bound freight cost and track spending
Provide support to sales function by maintaining customer spec sheets, as well as overseeing & enrolling new accounts, gathering forecast information
Manage all major reschedules by allocating available supply to priority orders and tracking the progress to ensure customer impact is minimized
Interface weekly with customer and Accounting to determine financial status of customer account as well as any returns or warranty claims
Provide guidance to the Customer Operations Specialists in their daily tasks
BA/BS degree desired or equivalent work experience
5-10 years’ experience managing or supervising a Sales or Customer Service Team in a manufacturing environment
Experience with Oracle required
Proven track record of implementing new processes and procedures resulting in improved customer satisfaction and/or cost reductions
Strong interpersonal skills, excellent written and verbal communication skills
Must have excellent knowledge of Excel, Word and Outlook and use of MRP and or ERP systems

Supervisor Customer Operations Resume Examples & Samples

Two (2) years supervisory experience in a customer operations environment
Advanced Microsoft Excel, PowerPoint and SharePoint skills
Extensive experience using Call Center, Work Force Management and Quality Analytics Software
Experience leading and managing projects
Strong knowledge of customer service, billing and collection practices and environments
Ability to communicate effectively in writing and speech with all level of company management and with other internal and external contacts
Advanced knowledge of call center process; rules and requirements governing customer service; and the customer service (computer) system; front office and back office
Ability to complete multiple tasks and manage time effectively to meet all assigned deadlines
Must understand the importance of goal attainment with a high standard of ethics
Analytical skills with the ability to organize data from multiple resources
Ability to motivate in a team environment. Must be able to lead by example while maintaining flexibility and creativity
Knowledge of SAP and Microsoft Office Suite
Maintain professional demeanor at all times
Must be available to work a flexible schedule relative to customer service hours of operation
Collaborative skills to work with the team, members and members in other areas in shared decision making
Ability to facilitate team meetings and activities, utilizing formal facilitation techniques and processes
Process design/process improvement skills

Customer Operations Supervisor Resume Examples & Samples

People manager of individual contributors including team leads, responsible for their development and growth within the organization and company, performance management and personal goals achievement along with motivation and retention management
Manages department level projects, process creation and transitions, upgrades and testing, as well as continual improvement initiatives, always ensuring a high-quality customer service, measurable and sustainable results and a change acceptance and implementation environment
Communication management to Stakeholders and internal customers on team results, changes, risks and quality and accuracy of work, as well as key productivity metrics associated with service level achievements
Conducts staff meetings to calibrate and deliver essential communications, build team spirit and promote employee recognition
Helps to create, maintaining and enhancing a Culture of Growth, engagement, and retain talented individuals. This includes normal performance plans development, performance reviews, and on-going performance feedback through coaching and 1on1 sessions
Creates a great place to work environment by fostering open communication, mutual respect and approachability and where people can realize their full potential
Keeps the organization’s vision and values at the forefront of associated decision making and action by communicating their importance and fostering and rewarding daily activities and behaviors that support them
Identifies opportunities and acts to build strategic relationships between peers including the different teams, departments, units, or organizations of the company to help achieve business goals
Operational Escalations management with a high sense of urgency and delivering excellent customer satisfaction

Supervisor, Customer Operations Resume Examples & Samples

Responsible for managing the personnel and processes for the SPD Operations Drop Ship Team and Resolution teams
Accountable for the tracking customer product deliveries and identifying those packages requiring attention or return prior to the package control end of life to eliminate product loss
Prioritizes team work flow based on customer needs. Manages case resolution procedures and provides guidance for product returns and issued credits
Reviews and audits AMI portal program. Details failures, required adjustments, or improvement opportunities for the program

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