Customer Service Director Resume Samples

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B Batz

Blaise

Batz

8442 Jarvis Coves

Boston

+1 (555) 986 9592

8442 Jarvis Coves

Boston

Phone

p +1 (555) 986 9592

Experience Experience

San Francisco, CA

Customer Service Director

San Francisco, CA

Rohan, Spencer and Jones

San Francisco, CA

Customer Service Director

Keep the relations with institutions and government concerning counterfeits and consumer right
Set performance management goals and review KPI's for workshop, spare parts and call center and ensure that these KPI's are respected, as well as talent development for sustaining and growing talent pool
Fluency in both English and Mandarin
Manage Customer Representative team and, strategically organize Customer Service daily operations
Deliver excellent customer satisfaction on every contract we chop
Responsible for regular client satisfaction checks and reports
Working closely with other departments to continuously improve result effectiveness

Boston, MA

Customer Service Director Europe

Boston, MA

Johnson Inc

Boston, MA

Customer Service Director Europe

Drive the design and implementation of world class customer service offering across Europe
Lead, motivate and manage across the European Customer Service function and make Staples Customer Service a Great Place to work
Develop standard business architecture for the Customer Service function across Europe, utilising latest thinking in contact management and contact centre technology
Support various GTM models for generating sales
Manage over 300 repair center and handle any issue related to customer
Strategically manage customer service team across China aimed at delivering professional customer service in the industry
Be in charge of revenue growth of network service and manage team to deliver operational service and project to achieve high customer

present

Chicago, IL

SAP Global Customer Service Director

Chicago, IL

Bartell-Gleason

present

Chicago, IL

SAP Global Customer Service Director

present

Owns and creates service performance review metrics and presentations
Provide customer service and support to internal and external customers toward effective management of a project or customer expectations
Test system changes and assist with end user training
Understand SAP S4/HANA software capabilities and configuration settings and become an established super user of the system
Lead the global process design and deployment for the Order to Cash business process of the SAP S4/HANA implementation
Other projects and duties as assigned
Deliver high quality service to customers with excellent operation and project management, including Call center selection and operation management, project sale support, spare parts management, Quality control and relevant functions

Education Education

Bachelor’s Degree in Business

Loyola University Chicago

Bachelor’s Degree in Business

Skills Skills

Exceptional analytical and creative problem solving skills, strong ability to work with complex and detailed data
Proficient at senior management communication; excellent written and oral communication skills
Solid interpersonal skills with proven ability to develop and maintain effective business partner relationships
Ability to drive and consistently deliver excellence
Demonstrated ability to manage multiple tasks and projects, to prioritize, and adapt to a changing environment
5 years professional experience working with Cloud products and the execution of global services for cloud products
Strong critical thinking and business curiosity
Experience with leading transition and implementation work Ability to influence and manage project outcomes to deliver results
Develop knowledge of tools and systems that impact supply chain
15+ Yrs Experience in customer service/contact center

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15 Customer Service Director resume templates

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Customer Service Director Resume Examples & Samples

Deliver high quality service to customers with excellent operation and project management, including Call center selection and operation management, project sale support, spare parts management, Quality control and relevant functions
Manage over 300 repair center and handle any issue related to customer
Strategically manage customer service team across China aimed at delivering professional customer service in the industry
Be in charge of revenue growth of network service and manage team to deliver operational service and project to achieve high customer
Keep the relations with institutions and government concerning counterfeits and consumer right
Set performance management goals and review KPI's for workshop, spare parts and call center and ensure that these KPI's are respected, as well as talent development for sustaining and growing talent pool

Customer Service Director Resume Examples & Samples

Manage Customer Representative team and, strategically organize Customer Service daily operations
Deliver excellent customer satisfaction on every contract we chop
Responsible for regular client satisfaction checks and reports
Working closely with other departments to continuously improve result effectiveness
Responsible for defining, measuring and regularly reporting Customer Service KPI to improve service efficiency, client satisfaction and renewal rates
Identifies, creates and deploys proactive customer experience campaigns that drive client retention and customer success
Develop team culture and employee professional skills training with best in class service attitude

Customer Service Director Resume Examples & Samples

Set objective and lead the team to maximize customer satisfaction through company's value proposition
Responsible for ensuring that every customer contact is an effortless experience delivered through effective management the development of our people
Active member of the local country leadership team, responsible for all sales, profit, customer & engagement performance metrics within the market
Drive efficiency and "waste" reduction through use of Continuous Improvement to improve customer service and free up funds for reinvestment
Identify improvements to processes in consultation with relevant stakeholders
Drive End 2 End Customer Forum with other functions to ensure customer needs are met and exceeded, to identify area to improve

Customer Service Director Resume Examples & Samples

College graduate of a 4 year Business Course
Six years or more work related experience gained from an insurance or financial services company
Personal qualities of integrity, credibility and strong work ethic

Customer Service Director Resume Examples & Samples

Financial responsibility and management of service business for the region – define and achieve regional service expense plan and HC resource plan
Responsible for Regional Service IBP – Integrated Business Planning
Achieving Service excellence - ASE in alignment with the Customer Experience team
Establish and drive the Service organization to improve profitability of service business, ensure customer satisfaction and retention, ensure renewal rate
Lead and manage technical service team leaders, to ensure strategy execution and goal achievement, standardize and harmonization of service tools and processes
Service Sales Revenue
Service Excellence - Set and achieve support key performance indicators, with best in class benchmark achievement
Achievement of service and support customer satisfaction NPS scores
Service workload planning and balancing in alignment with customer Experience Director to assure customer experience and service outcomes for both the customer and the business
Implement and execute Global and Area service strategy in the region to assure standardization and consistency of outstanding service delivery
Assure service compliance with all local and division quality and procedural and process requirements
Define regional goals and incentive plans and perform PEx process for service organization within the region
Provide leadership and team development and coaching
Support talent acquisition, coaching, mentoring and establishing training programs to meet service requirements in Region and in each District and Territory

Customer Service Director Europe Resume Examples & Samples

Drive the design and implementation of world class customer service offering across Europe
Lead, motivate and manage across the European Customer Service function and make Staples Customer Service a Great Place to work
Develop standard business architecture for the Customer Service function across Europe, utilising latest thinking in contact management and contact centre technology
Act as a direct Senior Advisor on Customer Experience to the European Executive team and directly participate in the establishment of Staples’ Pan European Long term business strategy
Support various GTM models for generating sales
Both commercial and operational background, preferably with university degree
Minimum 8 years of experience in Customer Service, of which 4 years operational
Commercial – “customer first” focus
Proven results in delivering a sales through service strategy
Experience in developing and deploying training programs and change programs that deliver performance improvement and business results
Strong knowledge of operational processes and preferably understanding of the full value chain
Proven track record in high performing customer teams and contact centres, able to bring industry best practice thinking
Experience in managing through complex structures
Languages : Fluent in English and 1 other European language
Be the expert on Staples Centre of Excellence for Customer Service and associated operating model
Entrepreneur in style and approach
Strategic thinker whilst highly operational
Excellent and articulate communication and presentation skills
Strong personal leadership skills, people management and coaching experience
Confident in working with leaders at all levels in the organisation

Customer Service Director Resume Examples & Samples

Align processes and policies across both Customer Services organizations when practical
Administers the Customer Services Group in a manner that delivers the highest level of customer service and satisfaction consistent with the organizational strategy and prudent economic policy
Identify, adopt and implement best practices across both Customer Services organizations
Counsels and advises management personnel responsible for formulation and implementation of policies and procedures related to credit and collection activities
Advises and counsels management personnel responsible for maintaining an efficient and responsive customer contact activity
Counsels and advises management personnel responsible for the Medical Alert program, Energy Assistance and regulatory entities (PUCO, IURC)
Prepares, controls and administers budgets to achieves balanced business results
Evaluates methods, procedures and alternative approaches to accomplishing the organizational goals relating to overall performance, cost, efficiency and reliability
Develops and implements new and efficient customer service policies and procedures in the Customer Services Group
Identify, evaluate and implement new technology that enhances the customer experience in an financially responsible manner
Oversees operation of Customer Service storm response

Customer Service Director Resume Examples & Samples

At least five years of Customer Service experience at a supervisor level in a manufacturing or distribution company whose primary customer base is other businesses
Bachelors Degree in business or related field
Previous experience creating and implementing improvement initiatives of significant importance
Previous ERP experience, NAV experience preferred
Previous Aerospace experience a plus
Knowledge and experience collaborating with various manufacturing functions to include Planning, Purchasing, and Operations
A skilled manager of people who is adept at bringing out the best in each individual
Competitive Base Salary and total compensation package
Matching 401(k) contribution

Customer Service Director Resume Examples & Samples

Proven track record of reliability required
Professional image and appearance required
Strong communication skills required
Conflict resolution and decision making, with the ability to lead required
Experience leading Union personnel preferred
Must be fluent in English and German (written and spoken)
Flexible approach to work standards and duties required
Fluency in other European languages (written and oral) preferred
Public contact / customer service experience required
Working knowledge of the region preferred
A minimum of 2-3 years previous work experience in airport operations required

SAP Global Customer Service Director Resume Examples & Samples

Lead the global process design and deployment for the Order to Cash business process of the SAP S4/HANA implementation
Understand SAP S4/HANA software capabilities and configuration settings and become an established super user of the system
Test system changes and assist with end user training
Provide customer service and support to internal and external customers toward effective management of a project or customer expectations
Advocate customer’s priorities and requirements internally; ensuring customer concerns are addressed timely
Owns and creates service performance review metrics and presentations
Experience leading functions in a global environment
Knowledge of shared service operations, concepts, practices and procedures
Must have project management experience
Knowledge of LEAN or other process improvement principles
Must have analytical skills, resourceful and well organized
Proven ability to lead the implementation and adoption of strategy and process improvement
Comfortable working with both high level and lower-level projects
Experience in customer facing role implementing solutions or providing services with a high level of accountability
Minimum of 7 years related customer service management experience in similar industry with 3 years of management experience
BA/BS Bachelor’s Degree
Experience with SAP ERP systems a plus
Previous experience with CRMs and related technology preferred

Customer Service Director Resume Examples & Samples

High School Diploma or equivalent school leaving certificate
A minimum of 2-3 years previous work experience in airport operations
Public contact / customer service experience
Proven track record of reliability
Professional image and appearance
Conflict resolution and decision making, with the ability to lead
Must be fluent in English and Portuguese (written and spoken)
Flexible approach to work standards and duties
Must be able to live and work in Brazil without visa sponsorship or support
Successful completion of interview required to meet job qualification
Must be able to work any shift/any day including holidays, weekends and/or nights in a 24 hour operation
Attendance is required at work location

Customer Service Director Resume Examples & Samples

Responsible for the overall management of DJO Global customer service operations at all sites
Defines and plans the achievement of customer service objectives for the call centers
Establishes center-level policies, procedures, and product/service standards to ensure quality and efficiency, as well as compliance with government regulations and company policies
Oversees customer issues and ensure effective and long-term problem resolution
Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes
Directs other managers as needed to accomplish goals, resolving the most complex problems or inquiries
Provides feedback to the company regarding service failures or customer concerns
Maintains overall responsibility for the unit meeting its performance goals. Manages center budget and financial goals
May oversee incentive compensation plans to determine goals, enhance effectiveness and/or increase productivity
May establish reward and recognition programs to enhance performance production

Customer Service Director for DHL Express Denmark Resume Examples & Samples

Take part in and ensure the smooth consistent daily running of the Customer Service across teams including coaching KPI-management, securing workforce management planning and calibrating quality standards
Be Chief Energy Officer for the CS management team and play an active part in engaging our motivated managers and CS international specialists and achieve high levels of engagement and motivation for the benefit of our work place and the customer experience
Be custodian of our customer experience by collecting Voice of Customer, responding to escalated customer complaints and drive initiatives to enhance our Insanely Customer Centric service offering across functions
Coach and liaise with stakeholder on projects, challenges and optimizations within the framework of our DHL Express standards
Coach and develop the CS management team and support their leadership of their teams
Be part of the Senior Management Team in DHL Express Denmark

Customer Service Director Resume Examples & Samples

Personnel Management
Ensure employees are entering time against the correct projects
Ensure time and expense deadlines are met
Adhere to Oracle and ACM employee supervision policies and practices
Develop and deliver Performance appraisals
Manage & Mentor direct reports
Identify and address training needs of employees
Manage within commercial entitlements and drive reference ability, customer satisfaction and delivery margin targets
Manage cost and expense of customer related activities
Ensure strong customer communication process is in place
Work with renewal reps to secure contract renewals
Establish high level relationship with customer executive leadership
Perform project oversight and awareness for all projects affecting the customer
Provide oversight and compliance of customer delivery in the areas of governance and entitlements
Keep Department Heads aware of critical issues
Provide Department Heads with regular reports
Coordinate Decommission customer retention activities
Be responsible for Service Level and contract management
Actively recruit and maintain referenceable customers
Ensure that key information is accurate about each customer in portfolio
Ensure that entitlements are tracked and delivered as per the associated contract
Proactively work to improve internal processes
Identify new service opportunities and work closely with Sales to cultivate them
Develop and manage a customer account plan
Develop a strong relationship with customer’s leadership team
Work to identify and grow upsell opportunities in their customer base
Assist Managed Cloud Services Sales in securing new logo sales
Strong Program Management Skills
Experience in delivering infrastructure and/or application projects, preferably using the Managed Cloud Services standards and processes
Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business
Ability to interact and communicate at an executive level with the customer and internally
Excellent team player
Ability to lead, mentor and motivate a team
Strong organizational skills and detail oriented
University degree, with post graduate technical or management qualifications or other relevant experience
ITIL Foundation Certification in IT Service Management

Customer Service Director Resume Examples & Samples

Deliver results against a defined set of objectives that includes tactical metrics, strategic innovation and cross functional collaboration between disparate organizations internally
Develop, implement and maintain effective internal and external communication
Develop and maintain effective management of staffing, training, coaching, performance standards, and supervision
Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business
Develop analytic, strategic and technical resources to meet client expectations and insure satisfaction
Manage escalations and collaborate with peers
Ancillary project management
Minimum 7 years of Call Center/Contact Center/Technical Operations management experience at a senior management level
5 years professional experience working with Cloud products and the execution of global services for cloud products
Strong negotiation, interpersonal, written,oral communication and presentation skills required
Travel to 25%

Customer Service Director Resume Examples & Samples

12+ years of experience relevant to this position, including 3 years of project and portfolio management experience
Second-level management experience preferred
Proficient at managing managers and large teams
Demonstrated ability to successfully manage projects of increasing complexity with commensurate professional sophistication. Comfortable working in matrix management environment
Strong influencing/negotiation skills to deal with internal stakeholders, customers, and vendors. Product, technology or industry expertise relevant to the portfolio focus
Proficient in using influencing and negotiation techniques and tools
Undergraduate degree or equivalent experience

Customer Service Director Resume Examples & Samples

Provide leadership in guiding the team to think both tactically and strategically in the delivery of support
Manage projects as assigned as to meet operational strategy
Preferred experience supporting, installing or developing solutions with Simphony, Oracle Hospitality Reporting and Analytics, Oracle Hospitality Inventory Management, Oracle Hospitality Labor Management, or Oracle Hospitality Gif and Loyalty
Demonstrated strength in negotiation, interpersonal skills, written and oral communication, and presentation skills required

Customer Service Director Resume Examples & Samples

Participates as member of the management team to develop unit objectives, strategies, and operational planning
Manages expenses, develops & monitors productivity goals and prepares progress reports
Provides feedback and input into the development of workflows, procedures and enhancements
Helps build a strategically agile organization
Empowers employees to make changes by guiding and coaching them
Develops trust by fulfilling personal commitments
Holds open, candid and transparent conversations. Fosters a secure environment to learn and express ideas
Promotes health and well-being of employees
Manages the daily operation and works to support and implement service and efficiency improvements. Ensures adherence to all policies, procedures, programs, and workflows
Effectively manages business operations, key customer trends, financial performance, and compliance with regulatory factors; and company policies; manages risk and drives results
Manages to all elements of capacity and resource planning including attrition, shrinkage, efficiency, etc
Drives continuous and sustainable service performance and growth through the use of LEAN techniques including application of MassMutual Way Foundational Standards. Creates a culture of high performance and innovation
Ensures employees understand how their role impacts the business and our customers. Establishes and assesses the achievement of realistic, challenging objectives through ongoing coaching and formal performance evaluation
Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction
Maintains field and policyholder goodwill by assuring prompt servicing of calls, and inquiries; meets expected timelines. Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests
College degree and/or equivalent experience
Ability to collaborate and maintain strong working relationships
Ability to lead and motivate large teams while meeting operational and financial objectives
Exposure and experience with Change Management skills/methodologies
Works well in diverse, fast paced and dynamic professional environment
Demonstrates strong energy level and a passion for performance excellence and talent management
Demonstrated proficiency in Microsoft Excel and PowerPoint
Non-registered fingerprint (NRF) required
Candidate must have the ability to work in the US without requiring sponsorship
Financial Services product and industry experience
3 years previous customer service and/or operational experience in a leadership role
Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners

Customer Service Director Resume Examples & Samples

10+ years’ work experience in international logistics, operations and Customer Service in
Fashion and consumer goods industry
SAP and FMS experience required
Strong communication, influencing and presentation skills
Ability to self-motivate, use intuition and high level of commitment and drive
Exhibits strong verbal and written skills in business English
Encourages collaboration and effectively communicates across various levels
Ability to motivate, lead and develop team members
Flexible approach, with ability to adjust to competing and shifting priorities

Customer Service Director Resume Examples & Samples

Hire and manage a team of Support Delivery Operations leaders (Spares Planning, Inventory Management and Program Management) providing proactive and hands on leadership/mentoring
Manage cross-CSS and cross-company initiatives while maintaining world-class customer satisfaction in spares on time delivery performance
Serve as a focal point as needed for customer/partner and field escalations to resolve issues quickly for the benefit of the customer and Juniper Networks
Train, coach and develop current team
Identify and develop new opportunities for improving customer satisfaction with a positive margin contribution
Drive seamless onboarding processes and work cross-functionally with our third party support providers for mutual customer success
Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
Drive cross-functional projects to support supply chain optimization. This includes driving the project management, thought leadership, solution innovation and change management
Own benchmarking and market intelligence
Lead the formulation and execution of strategic initiatives and the processes, tools and systems needed to support them
Independently develop and refine project scope, structure, and approach. Identify key issues, guide and execute analysis, develop conclusions, and present findings to members of the leadership team
Anticipate roadblocks, both intellectual and political, and proactively address issues before they impact business results
Develop knowledge of tools and systems that impact supply chain
Prepare presentation documents and update to all levels of management
7+ years relevant work experience in one or more of the following areas: support delivery, logistics, order operations, sales operations, product management and project management
Expertise in dealing with large scale, technologically complex end to end business processes
Proven record of navigating, escalating and leading efforts on complex customer requests or projects involving multiple parties and enterprise systems
Strong interpersonal skills required to function both in a team environment and to build relationships with our CSS colleagues, company leadership and business partners
Ability to understand customer requirements from quote to issue resolution
Bachelor’s degree or equivalent experience. Demonstrated ability to think globally/strategically and frame new and complex issues - a serious thought leader that can make strategic choices and help focus the organization on the most critical and value-added activities
Exceptional analytical and creative problem solving skills, strong ability to work with complex and detailed data
Experience with leading transition and implementation work Ability to influence and manage project outcomes to deliver results
Strong critical thinking and business curiosity
Proficient at senior management communication; excellent written and oral communication skills
Ability to drive and consistently deliver excellence
Solid interpersonal skills with proven ability to develop and maintain effective business partner relationships
Demonstrated ability to manage multiple tasks and projects, to prioritize, and adapt to a changing environment
Role model for the Juniper Way