Customer Relations Manager Resume Samples

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L Kuvalis

Leonora

Kuvalis

44560 Randall Ranch

Boston

+1 (555) 140 8651

44560 Randall Ranch

Boston

Phone

p +1 (555) 140 8651

Experience Experience

Philadelphia, PA

Customer Relations Manager

Philadelphia, PA

Price Group

Philadelphia, PA

Customer Relations Manager

Support the Customer Relations Leads in incentive development, real-time resource planning, performance and knowledge management
Assist General Manager and Service Manager
Assist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, Managers
Lead and manage a team by training, developing and coaching team members on a consistent basis
Provide ad hoc reporting as requested by senior management
Provides a complete and accurate written cost estimate for labor and parts. Establishes "promised time"
Manage weekly scheduling of NFC Specialists work hours to properly cover normal hours of operations

Detroit, MI

Customer Relations Manager, Central

Detroit, MI

Smitham, Torphy and Rippin

Detroit, MI

Customer Relations Manager, Central

Where unsuccessful, prepare/distribute an advisory report to the Site Manager, Managing Director and other relevant directors/managers to confirm the issues identified, and a new inspection date/time with the Site Manager
Conduct a Courtesy visit 4- 6 weeks after the home visit, to ensure that customers are settled in
In conjunction with the Customer Support team, coordinate work to address any issues at any stage post move in
Complete relevant inputs on the IT system to notify successful completion of the Home Quality Inspection
Liaise with the Head of Customer Service to ensure customers are continually up to date with outstanding works and arising customer issues; and also feeding back associated customer data for analysis
In conjunction with the Business Unit Customer Support team, liaise with customers at the 56 day point to ensure all issues are resolved
Work in close coordination with Customer Support team to ensure that all items are logged on the central database

present

Boston, MA

Customer Relations Manager Month Ftc-warrington

Boston, MA

Bahringer-Johnson

present

Boston, MA

Customer Relations Manager Month Ftc-warrington

present

In conjunction with the Customer Support team, liaise with customers following their move in, to ensure they are settling in happily and there are no issues
Manage outstanding works, ensuring the customer is kept well informed throughout
Attend the property and undertake the Home Quality Inspection
Carry out the Home Introduction in accordance with company guidelines
Log any issues or concerns
Maintain oversight of any remediation activity to ensure satisfactory issue resolution
Upon the successful completion of the Home Introduction, inform relevant parties and ensure all keys are handed over to the Sales Executive and guarantees/warranties are left in the home, in readiness for the Home Move In

Education Education

Bachelor’s Degree in Business Administration

Florida Atlantic University

Bachelor’s Degree in Business Administration

Skills Skills

Good working knowledge of Word, Excel and PowerPoint
Good working knowledge of DISP
Provide a high quality customer focused service adopting the principles of Treating Customers Fairly
Excellent man management and coaching skills
Excellent writing skills as well as communication skills
Might be in a stationary position for a considerable time (sitting and/or standing)
Provide consolidated customer feedback to key parties
Evidence quality assurance and control over all processes to support performance management and evidence of competence of the Complaints Team members
Demonstrate detailed root cause analysis activity to identify systemic trends and follow through recommendations/solutions
To have an in depth knowledge of policies and procedures across the company as well as the FCA Dispute Resolution Handbook (Disp.) and TCF principles

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Complaints & Customer Relations Manager Resume Examples & Samples

First class interpersonal skills, with an ability to communicate at all levels and mediums with a wide range of people
Ability to prioritise workloads and meet deadlines
Ability to demonstrate ethical behaviour, focused on treating customers fairly
Courteous yet assertive
Trustworthy and reliable
Organised and methodical
Respect for customer and business confidentiality
A thorough understanding of the impact on business of poor customer service

Customer Relations Manager Resume Examples & Samples

Typically requires a bachelors degree in business or related field and 6 years of advanced level corporate customer service experience including 4 years in a managerial capacity
Demonstrated, excellent customer service skills in complex and sensitive situations with all levels of customers and staff
Broad knowledge in operational procedures for the assigned department
Proficient computer skills including Word, Excel, PowerPoint and database management software

Customer Relations Manager Resume Examples & Samples

Bachelor's Degree or 1 year of related business experience in lieu of a degree
2+ years experience in Sales/Marketing environment
Excellent general business skills, including proficiency with Microsoft Office 2007 (Word, Excel, PowerPoint, Outlook) tools and general logistical/office skills
Ability to work independently and communicate very well both verbally and in written form
Organized with a proven track record of being a team player
Excellent writing skills as well as communication skills
Ability to take the initiative and be pro-active in understanding future needs

Customer Relations Manager Resume Examples & Samples

Constant improvement of the customer experience & service quality
Improve the first time resolution of customer inquiries and proper follow up on all customer inquiries
Define, implement and monitor the adequate performance metrics for the team
Support and implement the customer & product strategies
Drive availability, accountability and responsiveness of the customer facing team
Lead the account management, account operations and driver support team
Define & monitor the team´s performance metrics
Monitor real time performance of phone calls and e-mail requisitions
Assure all cases are logged, and are followed up according to the defined response processes
Generate performance dashboards of different resolution related processes
Report customer contact operations on a weekly basis including e-mail, phone, open & resolved requests, as well as recurrent issues and support needed
Drive self service
Increase first time resolution
Identify and propose new processes to execute within the customer contact center to improve resolution quality and improved customer experience
Drive process improvement projects among all customer facing employees
Random case and resolution monitoring of different inquiries to ensure process quality
Coach team members and develop expertise to resolve different requests within the team
Drive a sustainable, scalable and standardized resolution process
Establish operational discipline and rhythm among the team
Assure an adequate availability of the agents to comply with customer needs
Drive accountability on customer inquiries
Support the customer claims process
Bachelor’s degree, preferably in hospitality, Engineering (Industrial, Mechanical, Computer Science), Finance or Economics Area
At least10 years of experience with experience in service industries and management of key accounts,
Proficiency in Microsoft Office applications: Excel, Power Point, Word
Experience in contact center technologies such as telephony and e-mail management as well as specific contact center performance metrics and customer satisfaction
Experience supervising teams - Experience on customer contact centers

Customer Relations Manager Resume Examples & Samples

Run the team responsible for the HP.com email marketing, direct mail and other data-driven programs
Develop the CRM strategy for the HP installed base (consumer and SMB / HP.com and product registration) Define customer contact strategy, develop segmentation and targeting, and launch campaign personalization initiatives
Manage complex trigger/lifecycle communication programs, define business rules and launch new automation programs aimed at providing highly relevant messaging to customers
Manage agency partners (email and direct mail) responsible for campaign creative and operations (including deliverability)
Set financial goals for each program (email and direct mail), lay out testing roadmap and track/report on performance
Maintain the health of the HP installed base (full contactable universe) and periodically report back on the key performance indicators to management
Partner with internal stakeholders (merchandising, product marketing, WW marketing, analytics) to plan HP.com activities (sales, product introductions, promotional events, etc.) and define optimal CRM program support of these activities
Own the HP.com database marketing infrastructure and data integration with HP’s internal databases and multiple vendors; work to improve that infrastructure and build a true state-of-the-art CRM environment for the company
Partner closely with HP’s customer intelligence/analytics group to improve segmentation, test propensity models and drive loyalty
Help define HP’s future loyalty program and develop CRM support for it
5+ years of CRM experience including managing an email/direct mail program for a large eCommerce organization
2+ years of experience leading teams, setting clear priorities and mentoring team members
5+ years of experience working with top email marketing service providers and campaign management tools
Thorough understanding of customer lifecycles, and marketing programs aimed at customer retention and ecommerce revenue generation
Strategic thinker with keen analytical skills and understanding of data
CRM subject matter expert who thrives on delivering new projects and drive innovation in a complex and matrixed organization
Ability to prioritize efforts and deliver results under resource constraints and/or business deadline pressures. Used to adapting to rapid changes in direction or business priorities
Versed with managing multiple vendors and multimillion dollar budgets

Customer Relations Manager Resume Examples & Samples

Responsible for the revenue for own customer portfolio
Drive and seek new business opportunities
Responsible for aftersales budget for own customer portfolio
Overall responsible of creating and securing administrative routines with new and/or existing customers
Actively participate in the hand overs of new wind parks from sales and construction
Secure that Vestas deliver according to supply and service agreements
Responsible to secure that as many contracts as possible are renewed with Vestas
Create, build and retain excellent relationship with other departments within Vestas
Service customers main point of contact at Vestas
Drive projects in collaboration with and for the customer
Proven skills in delivering on budget and delivering a good customer experience in a cost efficient way
Working with e-mail and mass-market tools in sales
Good in Dutch, English and French language both written and verbally
Computer literate and good skills in Microsoft office

Customer Relations Manager Cosentyx Resume Examples & Samples

Integral member of the Cosentyx Derm and Rheum IBTs to align Professional Relations strategy to brand strategic imperatives
Works collaboratively with the Business Leaders, Patient Access Managers and Medical teams to develop potential solutions to customers to improve patient outcomes
Integral member of franchise team to develop and implent IPS and Operational plans
Working stratigically with key senior customers and professional groups to shape derm and rheum therapy area to improve patient outcomes
Accountable for cross functional KOL development plans and process on a national scale
Present at Franchise Leadership Team meetings on progress of strategic actitivties with Key customers on a national basis
Develop, implement and devliver strategic activities including commercial advisory boards and franchise projects
Influence and shape meetings programs in partnership with customers to leverage strong customer relationships and insights and ensure buy in from customers
Provides x-functional leadership in order to drive the delivery of patient outcomes projects within agreed timelines and budget. Anticipates potential barriers to achievement of shared strategic goals; pushes autonomy and empowerment downwards through the organization. Breaks down barriers to teamwork at organizational levels; challenges organizational roadblocks to team performance
To comply with appropriate external regulations e.g ABPI
To comply with Novartis policies and procedures
Bachelors’ or Masters’ degree or equivalent in education
Proven experience in pharmaceutical industry Desirable Experience
Existing relationships with key opinion leaders in Rheumatology and Dermatology
Cross-functional working Matrix working Project Management Functional Experiences Led the execution of advisory boards, speaker meetings and medical education projects Co-development of projects with key stakeholders such as professional organisations
Customer facing roles interacting with senior stakeholders including top tier KOLs
High impact interactions with customers Knowledge Therapy areas of Dermatology and Rheumatology KOL development planning and Key account management The NHS and local/national funding bodies
Product and competitor knowledge

National Customer Relations Manager Resume Examples & Samples

Supervise and manage the performance of APMs and Account Specialists
Recruit, develop and retain staff, partnering with Senior Management, Recruiting and Human Resources. This includes on-boarding and orientation for new hires
Provide disciplined performance management for team. Define and communicate annual goals, perform formal and informal performance reviews, and ensure changes and updates are communicated in a timely and professional manner
Create strong collaborative team environment
Proactively identify and resolve personnel issues in conjunction with Human Resources
Proven ability to build strong teamwork-oriented working relationships with senior management to help lead a team focused on providing customer-centric service
Demonstrated ability to manage complex projects from inception to execution with a proven track record of resolving issues, responding to customer and department requests, and collaborating with others to utilize their resources and knowledge to identify quality solutions
Demonstrated ability to successfully solve problems and collaborate with regional and national customers resulting in long-term, mutually beneficial relationships
Able to foster a team environment and promote a culture of excellence
Good strategic and problem solving skills to effectively influence decision making in key negotiations
Strong follow-up skills; ability to organize applicable department timelines and follow up with internal and external customer needs
Excellent verbal and written communication skills; excellent ability to communicate project and status updates to team and cross-functionally to ensure understanding
Strong organization, planning and project management skills; ability to prioritize tasks for self and team to meet requirements and deadlines
Strong leadership skills; ability to drive and motivate team to achieve results
Ability to drive work independently toward the successful attainment of department goals and project completion dates and as part of a team to leverage input and knowledge base of others to provide well-rounded and thoughtful information and solutions
Ability to identify key contacts for follow up; excellent ability to communicate project and status updates to team and cross-functionally to ensure understanding
Four-year college degree required
At least seven years' managerial experience required
At least five years of direct customer service experience required
At least three years' project management experience required

Customer Relations Manager Resume Examples & Samples

Standard office equipment and machines, computer workstation
Must be able to communicate effectively
Must demonstrate professional behavior at all times when dealing with clients, management and employees
Grooming and dress must be appropriate for the position and must not impose a safety risk to the employee or others
Must be able to support and work in a proactive team environment
Must hold the safety of yourself and those around you as the number one priority in the workplace
U.S. Citizenship and ability to hold a permanent U.S. DOD Secret Security Clearance and Government CAC Card is required
The ability to possess a Government CAC card required

Customer Relations Manager Resume Examples & Samples

Develop the CRM strategy for the HP installed base (consumer and small business / HP.com and product registration) Define customer contact strategy, develop segmentation and targeting, and launch campaign personalization initiatives
Manage complex trigger/life cycle communication programs, define business rules and launch new automation programs aimed at providing highly relevant messaging to customers
Set financial goals for each program (email and direct mail), lay out testing road map and track/report on performance

Customer Relations Manager Resume Examples & Samples

Ability to communicate well with internal and external customers
Ability to understand and implement procedures
Strong in process improvement
Passionate in dealing with customers
Ability to manage multiple tasks and deliver output in timely manner

Customer Relations Manager Resume Examples & Samples

Understand lease documents and lease life-cycle issues that may impact receivables
Initiate collection calls, research and resolved past due issues
Perform account reconciliations, including suspense cash
Manage account delinquency
Evaluate if credit or debits need to be issued
Drive specific account collections goals
Reduce account aging
Evaluate and escalate collection issues
Forecast cash collection
Coordinate with cross-functional teams to facilitate customer requests
Create Excel Aging reports
Prepare monthly report, highlighting financial impact of collection activity
Maintain a positive customer experience by communicating with customer to ensure process improvements occur
Provide clear and concise communication across multiple teams across Cisco Systems Capital organization to resolve billing disputes
Minimum 3 years experience in Collections of Lease Receivables
Thorough knowledge of leasing
Strong Collection and Reconciliation skills
Ability to handle multiple tasks in a high volume environment
Bachelor degree in Accounting, Finance, Economics
Excel, Word, PowerPoint skills

Customer Relations Manager Resume Examples & Samples

5+ years of print production experience
2+ years technical experience related to pre-press workflow and image file formats
2+ plus years of management experience preferred
Prior customer service experience
Proficient in Microsoft Office applications
Ability, on a consistent basis, to communicate effectively with customers, vendors, and other team members

Customer Relations Manager Resume Examples & Samples

A thorough understanding of all Microsoft office applications
Good typing and 10 key calculator skills
At least 3-4 years office experience
The ability to compose their own letters and handle routine correspondence
The ability to "self start" and work independently

Customer Relations Manager Resume Examples & Samples

Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible
Greets customers in a timely, friendly manner
Provides a complete and accurate written cost estimate for labor and parts. Establishes "promised time"
Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promise time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
Test-drive the vehicle or refer to the test technician as necessary
Maintain Customer Satisfaction Index rating at least comparable to that of the manufacturer, zone or branch average
Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus
Maintains a dealership-prescribed standard for “hours per customer repair order written."
Understands and follows federal, state and local regulations, such as those governing the disposal of hazardous wastes, OSHA right-to-know, etc
Follows all company safety policies and procedures, and immediately report any and all accidents to a manager or supervisor
Ability to read and comprehend instructions and information
ASE certification preferred
Professional personal appearance
All applicants must perform duties and responsibilities in a safe manner
Training provided
Must be able to multi-task
Looking for a self-starter with motivation to succeed

Customer Relations Manager Resume Examples & Samples

Receiving inquiries from customers and issuing quotes to customers following the developed work flow for the Parts organization. This includes simple quotes from price lists or more complex routings through other support departments. The CRM is responsible to use the business systems to monitor and track the progress of quote development through the organization, and expedite as needed to satisfy the customer needs and our quote lead time goals
Entering orders that are not associated with blanket pricing, assured stock programs, and purchase agreements. The CRM is responsible for working with Order Management Specialists and others to expedite orders for on-time delivery to meet customers’ expectations. Order entry accuracy, order status updates, and on-time delivery is critical to long term customer satisfaction and cost control for the customer and the company
Issuing ARMs (Authorization to Return Material) and working with the customer and internal personnel to resolve issues/corrections that involve return material or credits, including shipping errors, orders duplicated, goods damaged in shipping, and negotiating restocking fees for returns

Customer Relations Manager Month FTC Resume Examples & Samples

Log any issues or concerns
In conjunction with the Customer Support team, liaise with customers following their move in, to ensure they are settling in happily and there are no issues
In conjunction with the Customer Support team, coordinate work to address any issues at any stage post move in
In conjunction with the Business Unit Customer Support team, liaise with customers at the 56 day point to ensure all issues are resolved
Undertake general administration duties and diary management as required in conjunction with the Customer Support team and customers

Customer Relations Manager Resume Examples & Samples

Responsible for maintaining high customer retention, customer satisfaction and monitoring customer complaints
Contact service customers after their visit to monitor quality control and satisfaction Contact customer on the day following delivery of vehicle
Make sure proper managers have received copies of any written complaints
Keep records of all customer complaints and solutions
Assist in resolving customer complaints, which can not be handled by Sales Consultants, Service Advisors, Managers
After putting a dissatisfied customer in contact with the appropriate personnel, follow up with all parties involved to determine what actions were taken. Continue follow up until complaint is completely resolved
Prepare delivery call reports for Customer Relations Manager
Print and distribute customer related reports
Provide feedback for improving the new vehicle delivery process through follow up calls with the customer per their responses
Responsible for making sure surveys are taken care of in a timely manner
Help the Parts Department with tracking, notifying customers when parts are in and help to develop a follow up system of special order parts that are not being attended to
Demonstrates behaviors consistent with the Company's Vision, Mission, and Values in all interactions with Customers, Associates and Suppliers

Customer Relations Manager Arnhem Resume Examples & Samples

Create, build and retain excellent customer relationship leading to high customer satisfaction as well as solid financial success for both the customer and Vestas
Ownership of the customers service experience including CLS
Actively position Vestas Service in the local market and internally in Vestas
Working with sales in SME-segment
Good in Dutch and English language both written and verbally
SAP literate
Driving license since some traveling is necessary
Bachelor degree or relevant work experience

Customer Relations Manager Resume Examples & Samples

Maintaining advanced engineering and manufacturing facilities in NA
Exchanging product, process and benchmarking information with sister units worldwide
Continually improving processes, material and designs to ensure every product exceeds customer specifications while providing unparalleled value
Position Summary
Supervise the day to day operations of the Customer Service/Business Unit Coordinators/Operational Account Leaders to meet customers’ demands
Ensure communication with engineering and operations to support customer expectations for project implementation and ongoing production needs are met
Facilitating communication between commercial and operational personnel
Develop, recommend, and implement system enhancements designed at streamlining processes with focus on continuous improvement, utilizing and embracing the ITW　Legal Training & 80/20 business framework
Establish operational objectives and assignments for business unit personnel. Maintain and cultivate a positive working environment that enables employees to understand and identify company goals, encouraging team performance. Resolve personnel issues as required in a timely manner
Maintain close contact with customer base to ensure focused timely response to customer requirements, including customer inquiries and delivery
Exercise all elements of supervision over business unit personnel including training in job duties, maintaining work schedules, selecting and orienting new personnel, recording performance, and appraising salary increases, promotions, transfers and dismissals
Work with all the necessary divisions (Operations and Sales) and departments to meet the business objectives
Work with the Operations Accounting Department in conjunction with credit and financial situations of customers to include credit, collections and related administrative functions
Oversee operational PPAP process to ensure the business unit is aligned with industry expectations and standards
Oversee operational capacity studies as inquired from the business unit customer base
Position Skills and Experience Requirements
At least 5 years’ experience in customer service and/or quote/cost estimating within manufacturing environment
At least 3 years’ supervisory experience in customer service and/or quote/cost estimating within manufacturing environment
Possess the skills necessary to resolve challenges related to customer service issues and/or cost estimating issues
Demonstrated experience resolving customer related issues
Personal computer literacy/experience, including proficient skills in Microsoft Excel, Outlook, PowerPoint, Word and CMI system
ITW Deltar Fasteners is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national, origin, disability or protected veteran status

Customer Relations Manager Resume Examples & Samples

Build good relations to customers and colleagues overseas
Have a commercial mindset and be service oriented
Communicate, handle and organise parts and service cases within the organisation
Translate customer requirements into proposals and orders
Drive export control
Contribute in cross team knowledge’s sharing of best practices

Customer Relations Manager Resume Examples & Samples

Customer Satisfaction
Respond to referrals and inquiries within the required time frame
Initiate Pre-Placement Assessment for direct inquiries to Center
Work collaboratively with ElderCare Line and if appropriate, External Care Coordinators
Ensure Pre-Placement is conducted with Customer/RP who meet established criteria
Contact family pre-admission to schedule introductory meeting and/or tour
Conduct tours for prospects and families
Initiate the customer relationship through a series of meetings designed to
Develop a caring and compassionate relationship built on trust and encourage two-way communication
Facilitate the Admission Process including Sign-In, review of Admission Criteria and Rights
Ensure all data is collected as part of the overall Admissions process
Assist with the Medicaid Application Process for assigned caseload
Initiate and maintain Private Spend Down Worksheet
Meet with customer and/or representative(s) regarding payment for services; obtain complete information regarding financial resources; assess need for Medicaid assistance and level of cooperation regarding preparation of grant application; and establish schedule for timely Medicaid application submission
Counsel the customer or representative on the Medicaid Application Process
When possible, act as customer representative or work closely with customer / representative to proactively manage the collection and collation of information, prepare for agency/county meetings, respond promptly to requests for additional information / verification
Minimize coverage gaps: Requested Effective Date of Coverage matches Grant Effective Date
Engage Administrator, Regional Specialist, Legal, Outsourced Agency as required to meet filing requirements
Present a comprehensive and inclusive Medicaid Financial Eligibility Application (accompanied by Medical Assessment Progress) to the Regional Medicaid Specialist in time to meet timely filing for eligibility decision
Process Grant Information. Set-up Resident Resources Direct Deposit. Maintain Resident Resources per Grant
Customer Account Contact on questions relating to Admissions, Billing and Collections. Liaise with other organizations to assure prompt response to customer inquiries
Respond to supporting organizations requests for information, e.g. Issues Reports, etc., within the established time parameters
Participate in daily ADT meetings
Provide back-up support to Customer Relations Team in managing overall SNF caseload
May coordinate month-end activities including ancillary entries, etc

Customer Relations Manager Resume Examples & Samples

Based on industry, market and competitive intelligence, provide development and leadership as to Customer Relationship Management; evaluating trends, best practices and barriers to customer satisfaction, thus continuously improve the Customer lifecycle
Cultivate an executable, cultural and behavioral customer-centric organization
Develop and champion the mission, vision and strategy of Customer Relations and therein support the team to create and achieve key objectives, action plans, and time tables
Identify, measure and monitor key performance indicators against strategic goals
Perform as a chief VOC officer; aligning Customer expectation to internal business best practices
Operate as a business champion of change; look for and promote process simplification and improvement opportunities
Work with peer business owners and leadership to develop a continuously, relevant customer experience
Support the Customer Relations Leads in incentive development, real-time resource planning, performance and knowledge management
Help to ensure that overall skillsets and experience levels in Customer Relations reflect the customer needs and industry benchmarks
Handle complex Customer inquiries and situations as escalated by the Customer Relations teams or other areas of the organization
Lead, coach and further develop Customer Relations talent
Manage budgetary resources
Participates in focus groups, project teams and organizational development
Performs other related duties as required or assigned
Interview, hire, and train employees; plan, assign, and direct work; appraise performance, reward and discipline employees; address complaints and resolve problems
Work with Human Resources on employee issues
Effectively communicate information and respond to questions in person-to-person and group situations with customers, customers, the general public, and other employees of the organization
Maintain confidentiality and use discretion with business information
Plan the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation
Frequently make decisions of both minor and major importance, which may affect the work operations of other employees and/or customers
Bachelor's degree in business management or related field (Required)
Seven to ten years of related experience (Required)
Experience or training in business planning or project management (Preferred)

Customer Relations Manager Month Ftc-warrington Resume Examples & Samples

Liaise with the Business Unit Head of Customer Service to gain knowledge/understanding of relevant sites and customers
Where unsuccessful, prepare/distribute an advisory report to the Site Manager, Managing Director and other relevant directors/managers to confirm the issues identified, and a new inspection date/time with the Site Manager
Conduct a Courtesy visit 4- 6 weeks after the home visit, to ensure that customers are settled in

Customer Relations Manager Resume Examples & Samples

Ensuring an overall customer easy buying process and a positive shopping experience
Ensuring that the appropriate customer relations' processes and tools are implemented
Ensuring the related strategies are translated into action

Customer Relations Manager Resume Examples & Samples

Bachelor’s degree in Business Administration or in Engineering or equivalent experience in customer service environment
With degree, two years of customer service experience; without degree, five to seven years of experience
Good communication (both written and oral) and ability to effectively communicate with all levels of customer and internal personnel (building relationships, approachability)
Works well under pressure and stress and able to manage conflict
Systems knowledge preferred

Customer Relations Manager Resume Examples & Samples

Be a central point of contact for customer issues
Increase employee accountability at all levels
Translate voice-of-customer feedback into meaningful change
Be an expert in data analysis and trending
Use Continuous Improvement Process meetings to increase effectiveness
Educate both new and existing employees on performance standards
Work within all departments to increase teamwork and communication
Increase employee retention
Create process efficiencies that result in financial benefits
Be a low-cost addition to your management team
Report any safety issues immediately to Service Manager
Oversee Yelp, Facebook, etc. reviews
Attend dealership meetings as requested
Establish personal performance goals that are consistent with company standards of productivity and devise a strategy to meet those goals
Review and analyze actions at the end of each day, week, month, and year to determine how to better utilize time and plans more effectively
Understand the terminology of the business and keep abreast of technology changes in the product
Follow directions from supervisor
Understand and follow work rules and procedures
Accept constructive criticism
Interact well with others and be a positive influence on associate morale
Ability to read and comprehend instructions given
Ability to meet company’s production and quality standards
All applicants must be able to demonstrate ability to pass pre-employment testing to include background checks, MVR, drug test, credit report, and valid driver's license

Customer Relations Manager Resume Examples & Samples

Recruit appropriately experienced staff to meet business needs
Conduct the performance management and appraisal process for all direct reports Identify training needs and provide personal coaching and support to the team
Provide a high quality customer focused service adopting the principles of Treating Customers Fairly
Directly responsible for customer complaints and escalations received by the company’s Executive team High profile complaints, responding in a timely and effective manner to protect and enhance the company’s reputation
Manage resource levels, workloads and Service levels to ensure Regulatory and internal SLA targets are met
To have an in depth knowledge of policies and procedures across the company as well as the FCA Dispute Resolution Handbook (Disp.) and TCF principles
Produce accurate and robust MI for all stakeholders in line with agreed timeframes
Demonstrate detailed root cause analysis activity to identify systemic trends and follow through recommendations/solutions
Evidence quality assurance and control over all processes to support performance management and evidence of competence of the Complaints Team members
Provide consolidated customer feedback to key parties
Embrace new technology to develop systems and processes which encourage a lean servicing operation Promote a culture of continuous improvement by identifying opportunities that will benefit the team
Interpret the needs of internal/external clients to set and meet expectations and resolve issues as they arise
Previous team management experience within regulated financial services
Call centre management experience
Excellent man management and coaching skills
Proven track record in dealing with complaint related activity in a regulated environment
Good working knowledge of DISP
Target oriented
Good working knowledge of Word, Excel and PowerPoint

Customer Relations Manager Resume Examples & Samples

Identifying opportunities to improve the customer experience reduce complaint ratio and minimise losses to the business - Developing and implementing action plans around these
Identifying process, systems, or organisational opportunities to streamline the end-to-end customer journeys
Auditing of processes to ensure currency and accuracy in line with department standards
Analyse multiple customer listening posts (Net Promoter surveys, Complaint Tracking, Call listening, Operational metrics)
Partner with the legal and PR teams to assess and strengthen process controls and regulatory adherence
Provide real-time support to customer operations; ensure timely resolution of agent questions, issues impacting customer experience, and customer escalations, as needed
Ensure SLA’s on responding to complaints and escalations are reached
Report risk events and ensure Corrective Action Plans are raised as necessary
Partner with operations management and new product teams to successfully introduce new products and processes to our customer and global base
Work closely with outsourcing partners and our vendor manager to help improve the quality of their service delivery – tracking non-adherence / escalations, analysing root cause and taking correction action where necessary
To monitor all potential claims ensuring minimal financial impact to the and provide financial reporting back to management on the cost of resolution
Produce monthly reporting of the above to senior management level
Training and Development of the team to achieve a high level of performance to target
Understand the concept of “customer care”, how to identify the root causes of problems and communicate emotive issues with tact and diplomacy
Team Management of the internal Customer Relations Team
Assist generally in the running of the TAVR Customer Operations department helping to ensure adherence to service levels at all times
Consistently meet and maintain Department standards and goals
Assist in supervising staff in accordance with company policies and procedures
Any other duties delegated ad-hoc

Customer Relations Manager Resume Examples & Samples

Oversee the Analysts to ensure they advocate for the Company in Social Media spaces, engaging in dialogues and answering questions where appropriate
Leads the Analysts to listen and respond to users publicly in a “Social” way that creates a positive image for the Company
Ensure the team is communicating with customers throughout the escalations process to ensure they are fully informed and notified when a resolution has been obtained
Track and reports productivity to ensure timeliness of resolution
Ensures accurate and consistent records management
Maintains strong customer confidence through a constant improvement process with Analysts
Ensures that staff members understand the focus on customer retention when handling customer questions, concerns and requests
Manages and controls costs and maintains adherence to cost center budgets
Creates a schedule to ensure property phone and social media coverage
Minimum of 5 years of residential, mortgage servicing experience with a focus of customer care experience; General knowledge or mortgage originations processed preferred
Bachelor's degree with major course work in a discipline related to the requirements of the position is preferred. Will consider the equivalent combination of job experience & education that demonstrates the ability to perform the essential functions of this job
Ability to diplomatically communicate with stakeholders across all LOBs and vendors
Ability to multi-task, prioritize and work efficiently; excellent attention to detail
Ability to deal with complaints and conflict resolutions in a professional and decisive manner
Marketing, Loss Mitigation, Foreclosure Prevention, and/or Community Outreach experience preferred

Customer Relations Manager Resume Examples & Samples

1 x Role – Monday – Friday 10am – 6pm
Experience of case management in a high value, high expectation customer service environment
Experience of dealing with dis satisfied customers and have a proven track record of turning the customer experience into a positive one
Strong customer handling, conflict management, negotiation and empathy skills coupled with high levels of emotional intelligence
Excellent time & workload management skills including ability to organise and prioritise
High level of written comprehension and professional letter writing capability
An interest or working knowledge of cars / commercial vehicles
Decision making experience in a commercial environment
Strong desire to own and resolve customer’s queries coupled with high levels of association with the Brand they represent
GCSE passes in Mathematics and English Language or equivalent as well as a working knowledge of personal computer applications
The individual needs to be able to work in a dynamic environment while ensuring a high level of customer service is delivered to both external and internal customers; appreciating the importance to the customers of their vehicle and the importance it has in their “day to day” lives

Customer Relations Manager, Central Resume Examples & Samples

Complete relevant inputs on the IT system to notify successful completion of the Home Quality Inspection
Carry out the Home Introduction in accordance with company guidelines
Maintain oversight of any remediation activity to ensure satisfactory issue resolution
Upon the successful completion of the Home Introduction, inform relevant parties and ensure all keys are handed over to the Sales Executive and guarantees/warranties are left in the home, in readiness for the Home Move In
Liaise with the Head of Customer Service to ensure customers are continually up to date with outstanding works and arising customer issues; and also feeding back associated customer data for analysis
Work in close coordination with Customer Support team to ensure that all items are logged on the central database

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