Customer Service & Operations Resume Samples
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Customer Service & Operations Resume Samples
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VC
V Cronin
Vincenzo
Cronin
29275 Murazik Village
Detroit
MI
+1 (555) 645 2963
29275 Murazik Village
Detroit
MI
Phone
p
+1 (555) 645 2963
Experience
Experience
Los Angeles, CA
Customer Service & Operations
Los Angeles, CA
Murphy, Bechtelar and Heidenreich
Los Angeles, CA
Customer Service & Operations
- Consistently performs established performance metrics for high level data entry
- Monitor, schedule and manage work flow and priorities while maintaining communication with supervisor/team members
- Answer incoming Eligibility and Benefit calls and Claims calls from members and providers Respond to written correspondence from members and providers
- Applies clearly defined procedures and policies to complete a variety of routine tasks
- Performs inventory reduction, routine to mid-level
- Doing appeals work for claims
- Pricing claims based on provider contracts
New York, NY
Customer Service Operations Manager
New York, NY
Mohr and Sons
New York, NY
Customer Service Operations Manager
- Proven competence in communicating vision and aligning staff’s performance; Establishing goals and standards for staff; Building customer relationships; Working as a team player with others; Coaching and developing staff; Recognizing and rewarding staff performance; and following-up and following through on commitments and self and staff work assignments
- Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
- Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained
- Creates and maintains an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
- Proactively lead, motivate, and develop high performing teams within a time-sensitive and exciting environment to deliver on operational KPIs
- Perform all personnel-related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination
- Responsible for hiring of staff and developing key business tactics and plans to ensure departmental service levels and customer satisfaction levels are achieved
present
Boston, MA
Customer Service Operations Specialist
Boston, MA
Lockman Inc
present
Boston, MA
Customer Service Operations Specialist
present
- Provide assistance and support to all brands as deemed by the Customer Service Operations Manager
- Contribute to the development of business improvement opportunities wherever possible
- Provide assistance to all Supply Chain and support to all brands as deemed by the Director, Customer Service
- Support Order Fulfillment/Account Planning group with aligning monthly forecasts and provide periodic order book status reports
- Flexible individual who can work independently and in a team environment
- Assist with various critical order maintenance tasks from not only CS issues, but also those originated throughout the organization
- Demonstrates flexibility and the willingness to adapt and learn in a multi-systems computerized work environment
Education
Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Washington State University
Bachelor’s Degree in Business
Skills
Skills
- Able to quickly learn and retain information
- Use of dual monitors/Ability to use a mouse
- Basic Microsoft Office
- Solid written and verbal communicator
- Ability to type by touch 35 WPM
- Ability to Follow Documented Workflow
- Resilient/manages stress well
- Utilizing multiple systems at the same time
- 10 Key
- Accurate data entry
15 Customer Service & Operations resume templates
Read our complete resume writing guides
1
Customer Service Operations Generalist Resume Examples & Samples
- Process and track domestic and international returns using appropriate systems and tools
- Act as a subject matter expert for the returns process and work effectively with supply chain and warehouse teams to ensure processes are followed
- Work effectively with Customer Service Representatives to provide information about returns and other operational inquiries
- Communicate to vendors for one-off product replacements, reshipments and product inquiries
- Demonstrate full knowledge of the customer support system and system capabilities
- Cross trained in all functional areas of Customer Service Operations; this includes all return functions and product escalations
- Small to medium-size projects may also be assigned on an ad hoc basis by the Operations management
- Must possess 1 - 2 years of professional work experience
- Must possess a strong comfort level with technology and learning new software platforms; this includes being proficient using Microsoft Office
- Self-driven, enthusiastic, eager to learn and goal-oriented with strong time management skills
- Calm under pressure, can excel and thrive in a high-volume environment
- Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands, with ability to re-focus and develop options for quick changes in projects
- Strong attention to detail and order
- Ability to answer large volumes of incoming inquiries working reliably and autonomously
2
Customer Service Operations Generalist Resume Examples & Samples
- Act as a subject matter expert for the product escalation process and work effectively with supply chain and warehouse teams to ensure processes are followed
- Provide support to all processes within the Customer Service Operations department as assigned
- Act as an escalation point with vendors to pursue the best possible resolution for internal and external customers
- Implement proactive message campaigns, notifying customers of order exceptions such as major delays, shortages, substitutions and cancellations
- Continually review department processes, identify trends, and make recommendations for improvement in partnership with Customer Service management
- Educate Customer Service Representatives regarding process, modification and appropriate verbiage for customer contact and identify coaching opportunities
- Develop processes and procedures for operational functions; strengthen department efficiency by creating developmental materials
- Mentor and/or train others in the department on processes as needed
- Ultimately cross trained in all department functions, ensuring appropriate coverage for all vital functions of team
- Small to medium-size projects and reporting may also be assigned on an ad hoc basis by the Operations management
- Must possess 2-3 years of professional work experience
- Must possess at least one year of experience in an operations or very process oriented environment
- Customer service operations experience preferred in an online retail and/or contact center environment
- Must possess a strong comfort level with technology and learning new software platforms; this includes being proficient using Microsoft office
- Ability to work independently with a high degree of accuracy; must be eager to learn, goal-oriented, and possess strong time management skills – natural self-starter
- Exceptional interpersonal communication skills
3
Customer Service Operations Specialist Resume Examples & Samples
- Ability to develop internal partner relationships
- Proven ability to work in a high performance environment
- Excellent command of English language
- Ability to perform all duties in an accurate, timely and professional manner within the guidelines of established company procedures and policies, while maintaining a flexible approach to enforcing those policies
- Demonstrates flexibility and the willingness to adapt and learn in a multi-systems computerized work environment
- Displays a sense of urgency by reacting promptly to the various deadlines associated with customers' orders so as to meet the Company’s commitments to those customers
- Works independently in a proactive manner to resolve issues before they reach crisis status
- Ability to be self-directed while working under tight deadlines
- Ability to effectively interact with all levels of business via phone, written communication and in person
- Proficiency in MS Excel, MS Word, MS Outlook, MS PowerPoint and SAP ERP system
- Sports enthusiast preferred
- Minimum 2 years of customer service related experience
- University Degree preferred
4
Customer Service Operations Specialist Resume Examples & Samples
- Develop and execute a transition plan for product and and sales orders by brand and business unit reviewing opportunities, challenges and ‘call-outs’ to enhance seamless transition
- Responsible for identifying and coordinating all transition requirements for the Manhattan and Oracle Projects
- Coordinate and lead all systems tests as it relates to SAP, Manhattan and Oracle for product and order migration
- Coordinate and execute on the transition plan through collaborative effort with key business partners identifying potential roadblocks and developing a plan for solutions
- Development, creation and updating business process and policies for order migration to new systems
- Be a lead in communicating and training all business partners on new procedures and policies
- Provide assistance to all Supply Chain and support to all brands as deemed by the Director, Customer Service
- Establish a project plan with critical timelines for effective testing and migration
- Monitoring system interfacing, ensuring data transmission flows correctly from various systems – AFS, Tecsys, Manhattan, Comfil & Oracle
- Troubleshooting system related issues, coordinating issue elevation where necessary with local and Global IT
- Attend and participate in any Department Meetings, Product Knowledge or Technical training sessions as required
- Excellent command of English & French language
- Displays a sense of urgency by reacting promptly to the various deadlines
- Works independently as well as collaboratively in a proactive manner to resolve issues before they reach crisis status
- Ability to lead and manage projects, deadlines and priorities
5
Coordinator, Customer Service Operations Resume Examples & Samples
- Assists with the routine performance analysis of the Customer Care Operations department to ensure optimum productivity and awareness of events
- Maintains reports created by management, assuring accuracy and timely distribution of information
- Implements consistent metrics, reporting, and quality of customer care
- Applies standard policies and procedures
- Utilizes performance data to recommend operational changes and improvements
6
Head of Na Branded Cards Customer Service Operations Resume Examples & Samples
- Responsible for customer service (call center and core operations), sales, outsourced operations, client experience and service quality, program management, risk/control, and financial effectiveness
- Involved in setting the servicing and sales strategic direction for the Branded Cards Customer Service Call Center and Core Operations organizations by sharing best practices and leading key initiatives with Consumer and NAOT colleagues
- Responsible for designing and implementing a customer care culture focused on providing a remarkable customer experience at each contact opportunity
- Collaborate with peers to develop E2E strategies around customer experience to understand customer channel preference and build and implement strategies on customer transaction migration to self-service channels
- Actively engage and participate with Global Contact Center organization leadership on Global go to common strategy and initiatives to ensure alignment with USCCM strategy
- Partner with Collections to develop capabilities to better respond to clients in early stage of delinquency
- Responsible for the operations conversion, integration and portfolio servicing of the Costco Visa credit card effective April 2016
- Lead, coach, and mentor a direct team of six leaders, with a total organization of 5200 internal and external FTE in five domestic and four international locations
- Manage an expense budget of $260MM and Sales and Retention revenue contribution of $116MM while driving cost effective strategies for managing expenses
- Key member of the Branded Cards Business Management and Global Contact Center Management teams
- This position may be located in Tucson, AZ, Sioux Falls, SD, Florence, KY, Hagerstown, MD or Jacksonville, FL
- Bachelors Degree or equivalent experience
- Minimum 10 + years of operations leadership experience in a complex, multi-site environments
- 15+ years of Call Center Financial Services experience in a senior role strongly preferred
- Demonstrated leadership of large groups of people across geographies
- Proven ability to lead and balance the key dimensions of client experience, employee engagement, sales and revenue generation, operational effectiveness, risk/control, financial effectiveness, and community involvement
- Proven driver of transformational change and ability to act as a change agent
- Ability to innovate and “think outside of the box” in effecting immediate and sustainable change
- Strong Sales and Service focus with eye to establishing best practice initiatives while positively affecting teams and customers
- Ability to influence without direct authority and shape direction at senior levels
- Ability to effectively communicate with all levels of management and across all functional areas
- Detail orientation and structured thought process
- Strong analytical and cognitive skills
- Management of large diverse and multisite operations experience required
7
Phl Customer Service Operations Leader Resume Examples & Samples
- Senior manager with responsibility for a major department/function across one or multiple sites
- Develop and lead team of managers who inspire others to be their best
- Create a culture that attracts and retains top talent
- Drive a high performance culture through proactive performance management
- Champion for inclusion and diversity initiatives
- Communicates a clear and compelling purpose and adjusts style to intended audience
- Strong business partner with ability to manage influence upward and downward within function or cross functionally
- Relationship Management
- Recommends and implements enhancements to improve effectiveness and efficiency of services and systems
- Shapes and influences strategy in line with overall functional strategy and objectives
- Leads execution of key projects
- Ability to evaluate and analyze data from multiple sources in a fast paced environment and make decisions based on thorough assessments of the issues and outcomes
- Understands broad picture of revenue and expense drivers and influences decisions that impact P&L
- Expert experience using metric analysis to create business review presentations
- Minimum of seven years management experience strongly preferred
- Management experience at a site/market/geographical level strongly preferred
- Must be willing to work in an environment that requires phone-based customer interaction
8
Specialty Deposits Customer Service & Operations Manager Resume Examples & Samples
- Facilitate communication between Sales and Operations teams to optimize objectives & procedures in opening new accounts and maintaining existing accounts in accordance with corporate policy and applicable regulations
- Partner with Specialty/Commercial Deposit Team Leaders, Bankers, and Treasury Management Product and Sales personnel to improve procedures, product knowledge, and job satisfaction
- Facilitate and maintain communication with external clients to ensure proper services are received and in alignment with organizational goals. Ensure customer satisfaction with bank products and services
- Review and critique departmental reports as they relate to productivity
- Assign customer service associates to various duties which include: monitor mailbox, access interest rate sheet, prepare cashier checks, retrieve daily reports (NSF, uncollected funds, returned items, excessive overdrafts, inactive accounts, etc.), process vendor invoice payments, and account analysis deficit payments
- Administer and enforce compliance to policy and procedures
- Work with internal partners on a variety of specialty projects to improve operational efficiency and improve internal and external customer experience
- Supervise assigned staff including hiring, promotion, coaching, development and performance reviews
- Evaluate personnel performance reviews based on performance standards
- Maintain an in-depth knowledge of products, procedures and guidelines of the bank, and each individual client
- Collaborate with internal systems providers to utilize applications to their fullest capacity while streamlining processes and procedures and ensuring accuracy and compliance
- Develop employees to ensure productivity standards are being met and measures are taken to improve overall response performance
- Determine on call routing and scheduling to ensure required coverage
- Handle escalated inquiries from clients, vendors, and internal business partners reaching our customer service unit
- Work with Legal and Treasury Management Product departments to review and approve Third Party Vendor Agreements, Contractor Retention Agreements, and other agreements related to specialty deposits niche markets
- Manage special projects and communicate status and results to management
- Accompany Relationship Managers on joint calling efforts to prospects or customers to win business or resolve issues
- Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Responsible for other duties as assigned. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become “The World’s Greatest Bank.”
- Bachelor’s degree in relevant field or the equivalent in education and experience
- Ten years of banking experience including 5 years of specialty deposit experience providing in-depth specialty deposit operations experience
- Two years of supervisory/management experience
- Possess strong leadership, analytical, negotiation, process management, reporting, organizational, interpersonal, and customer service skills. Excellent written and verbal communications skills required
- Possess excellent extensive knowledge of deposit origination functions and applicable laws and regulations
- Extensive knowledge in word processing, spreadsheet, PowerPoint, email, and industry specific software
9
Coordinator, Customer Service Operations Resume Examples & Samples
- Follow company policies and procedures while applying sound judgment within the scope of their empowerment
- Able to effectively implement time management skills in order to meet department service levels and assigned deadlines
- Ability to demonstrate expertise in root cause analysis to ensure high quality results, assist in maintaining department accuracy and foster innovative approaches
- Work to identify process/procedure gaps, recommend innovative resolutions, and demonstrate a willingness to lead efforts towards long term solutions
- Partner with business leaders to mitigate issues and develop process improvements
- Possess strong cross-functional relationships
- Extensive working knowledge and expertise in current Comcast systems (or other customer service/billing system); proficient in Microsoft Office, web based tools and applications
- Coach and mentor to drive improvement in areas of identified opportunities
- Capable of sharing best practices with team members to promote the highest quality of customer service
- Ability to lead a team with minimal support
- Proven ability to maintain composure in stressful situations and experience in conflict resolution
- Consistently meet or exceed established goals and performance metrics
- Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail. Takes incoming calls and referrals from field staff
- Determines requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve issues
- Examines records including bills, subscriber account histories, remedy tickets, billing, trouble ticketing systems, and related documents
- Usually determines own work priorities
10
Customer Service Operations Manager Resume Examples & Samples
- Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate
- Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations
- Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
- Develop Leaders: Teach direct reports to become “Ultimate Hosts” as leaders for their own direct reports and model similar behavior as leaders of Leads
- Inspiring Teams: Champion Airbnb’s Mission to help teams understand how their work contributes to end goals. Work with direct reports to create team cohesion and fulfillment
- Strategic Thinking and Analytical Skills: Ability to look at each problem or data set from many different angles to find innovative and simple solutions
- Entrepreneurial Spirit: Ability to take what is available and build a fort with it; it’s not a problem, it’s a challenge
- Simplify: Able to see through complexity to find best path forward
- Communication/Interpersonal Skills: Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners. Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles
11
VP for Customer Service Operations Resume Examples & Samples
- Responsible for the creation of a highly engaged and motivated team, with a customer and service-oriented work culture
- Responsible for creating a strong trusting partnership with all stakeholders - local and domestic - across the enterprise
- Monitor operations and personnel to assure compliance with all regulatory and internal policies and procedures
- Responsible for all audit preparedness and success
- Experience in Change Management in leading transformation change to improve customer experience
- Channel Strategy coordination is an advantage
12
Wholesale Customer Service Operations Specialist Resume Examples & Samples
- Facilitate order management during Market where needed
- Manage warehouse deliveries and priorities
- Support Third Party Logistics Distribution Center Maintain customer master
13
Customer Service Operations Specialist Resume Examples & Samples
- Communicate with external Buying Offices in regards to seasonal buys, pricing, delivery and resolution of discrepancies
- Manage return authorizations
- Support Third Party Logistics Distribution CenterMaintain customer master
14
Customer Service / Operations Associate Resume Examples & Samples
- Build relationships with sports teams, management and auction customers
- Prepare departmental reports using Excel
- Work closely with the warehouse, vendors and teams to solve customer requests, issues
- Follow-up with customers accordingly once an update is received
- Process customer exchanges, returns according to established company policies and procedures
- Provide timely feedback to the supervisor regarding service failures or customer concerns
- Input tracking, file damage claims and traces for lost packages, create courier labels
- Other duties as needed or required
- Must be able to pass a criminal background check
- Sports knowledge is preferred, but not required
- Flexible schedule is required
- Proficiency in Excel is a must
- Proficiency in MS Word
- Proficiency in MS Outlook
- Auction knowledge is a plus, but not necessary
- Ability to meet constant deadlines and work within time constraints
- Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service
- Must be able to understand and follow verbal and written instructions with minimal supervision
- Must be detailed and extremely organized
- Must have the ability to read, write without grammatical errors
- Minimum: 1 year customer service experience
15
Specalist, Customer Service Operations Resume Examples & Samples
- Participates in multiple major projects simultaneously, may be project lead on occasion
- Meets or exceeds all established service level goals
- Follows established troubleshooting procedures, effectively using the appropriate resources and desktop tools
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
16
Head of Customer Service Operations Resume Examples & Samples
- Take ownership in consistently meeting service levels
- Develop a continuous improvement road map for Customer Service and drive project implementation. Facilitate the selection, scope, and planning of specific improvement projects. Lead improvement teams both directly on selected projects and through team leads as needed
- Develops operational strategies and identifies opportunities, in partnership with Customer Service Leaders through the utilization of needs assessments, performance opportunities cost benefit analysis, and volume planning
- Implements improvements to drive reductions in Cost per Contact to Order Ratio, while maintaining consistent service levels
- Improves forecasting and staffing plans through partnerships with Merch, Vendor Ops, Fulfillment and Transportation. Manages the headcount and costs to budget
- Ensures timely and accurate forecasting for Customer Service. Identify and implement best possible scheduling practices and provide constructive and proactive guidance to the business leaders. Develop and articulate vision and goals to team and organization
- Supports and provides guidance in the day-to-day operations of the call center WFM Team
- Leads the Training Department to develop curriculum to advance the skills of the Customer Service Representatives
- Mentor and develop direct reports according to their individual Development Plans and build bench strength
- Ability to identify and quantify opportunities through analysts
- Confident, with a keen eye for business and the ability to motivate and develop direct reports
- Preferred experience using SQL
- Understanding of Six Sigma/Lean methodologies
17
Customer Service Operations Representative Resume Examples & Samples
- Read and review assigned emails and postal mail to gain and understanding of what is being requested by the customer and respond accordingly
- Index documents received via facsimile to the appropriate mortgage loan
- Generate form letters required to be sent to customers
- Review all negative comments from customer surveys and respond accordingly
- Minimum of one year of customer service experience in an inbound call center environment required
- Ability to meet the needs of internal and external customers by delivering high quality service
- Rapidly adapts to changing information, conditions and/or unexpected obstacles
- Proficiency with Mortgage Servicing Platforms (e.g. Black Knight, LPS, etc.) preferred
- Experience with Customer Service Call Center technology preferred
- Minimum 1 year of previous Mortgage Industry experience required
18
Mgr Customer Service Operations Resume Examples & Samples
- 45% Operations Management
- Manages call/processing center activities including but not limited to managing workflow, setting priorities, and recommending appropriate staffing levels in order to ensure that customer service levels metrics are consistently met
- Responsible for sustaining a consistent, effective and controlled office environment that is conducive to achieving high levels of quality and productivity
- Plays key interactive role with vendors, client and supervisors in the problem solving process and provides support in the day-to-day operations
- On-going review of process in search of best practices in order to streamline the process and reduce operating expenses
- Identifies areas of needed improvement and devises and implements plans to create efficiencies and streamline processes
- 15% Vendor/Client Relationship Management
- Develops and/or manages client relationship to ensure the quality and timeliness of all contract deliverables including statistical, operational and budget reports
- Maintains effective communications and timely responses to all client/vendor demands, requests, and needs
- 15% HR Management
- Hires, trains, develops, and counsels staff
- Manages performance of staff
- Sets a positive and empowering work team climate in the office
- Creates and administers HR policies consistent with corporate policies
- Ensures effective internal communications and provides effective leadership for the processing/call center, while developing and mentoring supervisors
- 10% Internal Relationship Management
- Maintains effective communications and synergistic interaction with HQ and other company departments to facilitate regional operations as a decentralized entity, including providing any requested statistical and operational reports, and managing the request and assignment process for remote resources
- 10% Financial Management
- Prepares and monitors the operating expense budgets of cost center and ensures that budgetary goals are achieved
- Conducts/assists with cost/benefit analyses for new initiatives, capital expenditures, re-engineering, contract changes and/or other projects
- Participates in process, input and/or deliverables design or redesign, and helps to assess the financial impact of such changes
- 5% Other duties as assigned
- 5-10 years minimum management/supervisory experience
- Demonstrated experience with contract, budget and vendor management, cost control, processing of receivables and payables, and high volume banking
- Proven ability to lead and motivate a team
- Ability to interface directly with clients and vendors as needed
- Ability to translate client satisfaction and financial goals into office level activities
- Proven training and coaching skills
- Time management and priority setting skills
- Effective conflict management skills
- Ability to manage resources affectively to meet key performance indicators
- Proficient with Microsoft™ Office (Word, Excel, Power Point, & Project)
- Ability to make timely decisions
- Clinical, nursing or nurse aide experience or administrative/operational experience in a clinical setting (preferred but not required)
19
Customer Service & Operations Coordinator Resume Examples & Samples
- Daily coordination of shipments – working with warehouse team to facilitate timely shipments
- Process wholesale and if needed, e-commerce returns
- Act as liaison between our internal and external sales, warehouse, and production teams
- Ongoing customer service (wholesale and potentially e-commerce customers)
- Entering and processing timely customer orders into our system
- 1+ years professional work experience
- Previous customer service and operations experience in apparel industry strongly preferred
- A bachelor’s degree is strongly preferred
- Wholesale and e-commerce apparel experience
- Experience with AIMS
20
Customer Service Operations Manager Resume Examples & Samples
- Create best capacity plans for business by managing trade-offs between Customer Experience/Service Levels, Employee Experience, and Cost Effectiveness
- Develop and improve multiple forecasting models using data analysis and statistical tools
- Mitigate capacity risks by managing dependencies across multiple operating units. Clearly communicate dependencies and manage/track exceptions
- Participate in wider customer service projects and initiatives. He/she will own providing optimal CS solutions for upcoming initiatives
- Coordinate with Operations, Capacity Planning and Finance teams across the global CS team to analyze historical data and forecast demand. Manage the analyses of daily, weekly, and monthly reporting of contact center performance via Key Performance Indicators
- Support local site management to optimize staffing requirements. Manage SLA through Phone/Email routing and monitoring systems and provide recommended workflow options and directives to maintain acceptable SLA
- Fully leverage existing technology, including global standardization of reporting
- Display excellent written communication skills with an ability to transform data points into written explanations and is comfortable with a narrative style of business presentations
- Lead and manage a team of Workflow Analysts; responsible for the overall direction and performance of the teams
- Manage the career growth and development of the CS team by driving focus on Amazon's Core Values. Play a critical role in building analytical depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model for these skills
- Bachelor’s Degree in a quantitative field (engineering, economics, math, statistics)
- Experience building and analyzing models using various statistical tools for forecasting and optimization
- 2+ years’ experience in analysis required
- 4+ years as a people manager with excellent people management skills
- MBA preferred
- Analysis experience in Customer Service or Operations preferred
- Some programming experience is a plus to automate tools whenever appropriate
- Basic/Working knowledge of Six Sigma tools and Lean techniques preferred
- Experience utilizing SQL
- Excellent speaking-listening-writing skills, attention to details, proactive self-starter
- Ability to work successfully in a dynamic, ambiguous environment
- Ability to meet tight deadlines and prioritize workloads
21
Customer Service Operations Manager Resume Examples & Samples
- Manages a team of Supervisors, and representatives who are responsible for effectively handling RE orders, claims or service problems via telephone, letter, fax or e-mail. Coaches, mentors and manages performance of the team
- Develop employees’ skills by providing a clear understanding of performance expectations through coaching, mentoring, and accountability of staff
- Develops and monitors claims handling procedures, and quality control guidelines
- Ensures department work production volume meets or exceeds product/service and quality standards
- Develop target initiatives that improves the profitability of service operations, including evaluations of product coverage and claims cost
- Provides reports to Senior Management on department performance and metrics
- Resolve escalated claim issues for customers, sales reps, agents and upper management
- Responsible for analyzing daily Virtual Observer, Business Objects and Avaya reporting to manage quality and department productivity
- Partner with the Workforce management to maintain long term staffing plan
- Establish and track key performance indicators
- Strategically identify and recommend business process improvements
- May have additional responsibilities related to area outside of department. For example: Facilities Management, Business Continuity Plan Maintenance and testing related to ensuring that process is followed in the event of a major business interrupting event
- Bachelor’s degree or equivalent combination of education and experience
- 3-5 years demonstrated experience in a supervisory/management role
- 5+ years’ experience in home warranty, escrow or real estate sales required
- Fully knowledgeable of product and assigned functional area(s)
- Has full supervisory responsibility for a department. Typically responsible for 25 – 60 agents at any given time and 1 to 2 departmental functions
- Works under broad supervision. Work reviewed for soundness of judgment and overall adequacy/accuracy
- Analytical and time management skills
- Strong audit and investigative skills to understand business challenges
- In depth understanding of home warranty policies business
- Technical knowledge of trades in order to make needed recommendations
- High stress tolerance and resiliency
- Strong negotiation, problem solving, conflict resolution, and mediation skills
- Solid organizational skills with the ability to multi task , prioritize and follow up
- Strong attention to detail and the ability to adjust quickly to a changing environment
- Strong knowledge of Microsoft Office with emphasis on MS Excel
- Ability to balance the demands from internal and external sources
- Strong leadership skills and coaching abilities
- Ability to travel and flexibility in scheduling
22
Senior Customer Service Operations Manager Resume Examples & Samples
- Develop a continuous improvement road map for Customer Service and drive project implementation
- Facilitate the selection, scope, and planning of specific improvement projects
- Lead improvement teams both directly on selected projects and through team leads as needed
- Improves forecasting and staffing plans through partnerships with Merch. Vendor Ops, Fulfillment and Transportation
- Manages the headcount and costs to budget
- Ensures timely and accurate forecasting for Customer Service. Identify and implement best possible scheduling practices and provide constructive and proactive guidance to the business leaders
- Develop and articulated vision and goals to team and organization
- Leads the Knowledge Management program to ensure that information and communication is always up to date so representatives have what they need to be successful
- Mentor and develop direct reports according to their individual development plans and build bench strength
- Leadership of medium to large analytical teams or business units
- Leading complete, cross-functional projects to completion
- Minimum of 8 years call center operational leadership experience
- Leading revenue improvement and cost-saving initiatives
- Ability to embrace and lead through ambiguity
- Excellent problem solving, collaborative and communication skills
- Able to set, satisfy, and exceed targets
23
Customer Service Operations Manager Resume Examples & Samples
- Provide direct supervision, leadership, coaching and direct daily supervision for a single or multi-site staff
- Achieve Operational Results
- Achieve Financial Results
- Single or multi-site locations with 7 to 28 non-exempt associates
- Perform all personnel-related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination
- Overnight travel is required
- Proficient computer skills in Excel and Word
- Proven competence in communicating vision and aligning staff’s performance; Establishing goals and standards for staff; Building customer relationships; Working as a team player with others; Coaching and developing staff; Recognizing and rewarding staff performance; and following-up and following through on commitments and self and staff work assignments
- Must live within geographic area assigned or be willing to relocate
- A minimum of 5 to 7 years industry related experience with satisfactory or better performance
- A minimum of 2 years of progressive supervisory experience (related industry a plus)
24
B-customer Service Operations Support Administrator Resume Examples & Samples
- Directly liaising with the US (United States) and EMEA (Europe, Middle East and Africa) lines of business
- Act as an escalation point for service related problems
- Determine additional opportunities and possible operational trouble areas
- Confident and fluid communicator
- Previously operated in a Level 2 support role
- Skills, Knowledge and Abilities
- Strong organizing and time management skills
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Customer Service Operations Manager Resume Examples & Samples
- Drive customer satisfaction through the ownership of daily execution of sales order management and customer service
- Manage a team of approximately 50 direct and indirect reports
- Establish Customer Relations with key account stakeholders and partner with them to achieve annual goals and objectives
- Monitor Operational Performance and Identifies trends (Internal/External) – Scorecards/KPI’s
- Identify and champion business process improvements that streamline Operational touch points and create work flow efficiencies
- Lead Cross Functional team meetings as required to support Customer Ops Initiatives
- Perform Customer Ops Business Reviews and develop presentations as required
- Manage, develop/mentor, and grow B2B Customer Service Team to support ever changing business needs
- Attend Operational meetings and/or Customer Meetings as required
- Bachelor’s degree in Business, Operations or related is required
- 7-10+ years of experience in Customer Service Management, Operations, or related
- Results Driven, ambitious, and with a strong passion to succeed
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Head of Customer Service Operations Resume Examples & Samples
- Working with direct reports to agree and drive the KPI’s for service delivery across the functions
- Identifying the root cause of customer issues and complaints and leading significant process improvement and operational change projects to improve the customer experience
- Continuing to drive a commercial focus within Customer Services, responsible for hitting stretching demand generation targets through Inbound and Outbound telephony channels and controlling costs by focussing on profit protection and reducing the money given away through adjustments and discounts
- Designing and implementing the contact routing strategy with simplification and efficiency at its heart
- Devise and implement strategies to encourage enquiry channel shift in line with the Customer Service and NBrown 3 year plan
- Continuing to develop the Voice of the Customer (VoC) programme, maximising value from the solutions and championing VoC across the business
- Liaising with senior stakeholders across the business to identify, evaluate, prioritise and then implement key change initiatives and programmes
- Ensuring all policies and processes within Customer Services are complaint with all regulations with an overarching objective of Treating Customer Fairly
- Through coaching, development, reward and recognition ensure a high performing and engaged operation
- Promoting effective Business Intelligence and MI –collecting, collating and analysing shared, critical business information to identify key business drivers, ensuring that informed decisions are made quickly and consistently
- Successfully deliver technological and people change into Customer Service, initially through an existing enterprise wide change programme, but ultimately devising and implementing an ongoing change agenda
- Experience of managing a Customer Service Operation within a contact centre, across a number of channels including Telephony, email, Chat and social
- Experience of working within both an Inhouse and Outsourced Contact Centre estate
- Evidence of problem solving at a strategic, operational level
- Experience of working cross-functionally to deliver exceptional customer service, at a senior level
- Demonstrable experience of driving innovation that has delivered; exceptional customer services, high levels of quality assurance and profitability within a contact centre
- Indepth experience of working on and driving ‘Key Change’ initiatives
- Knowledge and evidence of working with and promoting complex Business Intelligence and MI
- Experience of managing and driving performance and engagement in a contact centre, through direct reports, at CCM level or equivalent
- Awareness of and or experience of managing emerging contact channels and contact centre innovations
- Experience of managing multiple operational functions
- Broad contact centre project management experience including, migrations, TUPE and change
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Customer Service Operations Manager Resume Examples & Samples
- Experience with Federal Emergency Management Agency (FEMA) programs
- Minimum of four years of management experience in a customer service operations and support role
- Experience managing and directing subcontractors
- Experience with FEMA systems such as MIP, MSC, P4, MAT, HAZUS and FHD
- Understanding of the LOMC administrative process for amendments and revisions
- Experience presenting briefings to senior customer management, customer stakeholders, and company management; and
- Must be able to obtain up to DHS Secret clearance within reasonable timeframe
- Bachelor’s Degree in Computer Science, Engineering, Geography, or Environmental Science
- Experience working with flood hazard information produced by the regulatory Flood Insurance Rate Map (FIRM), Flood Insurance Study (FIS) and FIRM database products
- Experience working with flood risk data included in Flood Risk Map (FRM), Flood Risk Report (FRR) or Flood Risk Database (FRD) products
- PMI PMP certification; and
- Experience in defining, measuring, achieving, and analyzing key performance indicators (KPIs)
- Define and implement processes to ensure timely and accurate responses to stakeholder inquiries and requests for data regarding the Risk Management and NFIP programs
- Analyze and improve information retrieval capabilities and consult with customer and other team members to ensure usefulness of data and services
- Design and implement staff training programs
- Collaborate with FEMA to identify and implement enhancements that improve customer experience and improve integration with other FIMA and FEMA contact centers
- Collect, account for and maintain records of all fees associated with the Risk Management Program
- Manage and report on performance indicators and metrics and meet or exceed all assigned contractual SLAs and KPIs
- Develop WBS/work packages, schedule resources, and oversee execution of projects in accordance with budget, schedule, scope, quality, and applicable standards
- Identify and fill staffing needs, assess staff performance, and address issues
- Provide inputs for white papers and proposals; and
- Provide accurate, concise reporting to management and customer
- Leidos is a global leader in the integration and application of information, technology and systems working to solve the world’s toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company’s 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer
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Customer Service Operations Manager Resume Examples & Samples
- Responsible for setting team level strategic action plans, by developing vision, setting high standards and executing to ideas
- Oversee a high performing operations team to achieve business goals in customer service and maintain employee satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
- Ensure timely, quality resolution of customer/client inquiries
- Responsible for hiring of staff and developing key business tactics and plans to ensure departmental service levels and customer satisfaction levels are achieved
- Proactively resolve potential issues, with escalation as appropriate
- Creates and maintains an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
- Work closely with cross functional partners to ensure collaboration and process efficiencies are maintained
- Drives improvements in business processes and ensures optimal resource utilization and audit compliant administrative process and strategy
- Oversee & manage 3rd party vendor relationships to ensure accuracy & timeliness of services provided
- Assist in documenting business requirements that can drive business process improvements and simplification
- Associates or Bachelor’s degree preferred
- Minimum of 3 years of customer service and/or sales experience (or equivalent military experience)
- Minimum of 5 years supervisory experience
- Bachelor’s degree in Finance or a related field or equivalent military experience
- Leadership experience in a startup environment
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Customer Service Operations Leader Resume Examples & Samples
- Set a strategy for enabling digital channels of choice with full online and mobile capability
- Work with process engineers and product designers to develop an industry-leading service model
- Develop job descriptions, sourcing/recruiting/screening/hiring/training strategy
- Work with operational risk teams to develop governance and control for all account maintenance and monetary transactions
- Lead the business-as-usual delivery of customer service for existing and new customers
- Create and maintain an environment with intense focus on customer satisfaction and professional customer support balanced with consistent achievement of standard business objectives
- Develop strategic long and short-term action plans that support the business' vision, objectives and values
- Establish systems to measure and improve customer satisfaction
- Establish systems to measure and improved employee engagement
- Ensure compliance with established policies, procedures and authority levels across multiple cross functional teams and processes
- 15+ years professional experience
- 10+ plus years leading customer operations
- Experiencing driving development of online tools and adoption plans
- Four plus years as a second level manager or higher with a team larger than 60 people
- Results and delivery orientation, as indicated by progressively larger documentation responsibilities
- Bachelors or MBA degree preferred
- Financial services experience
- Four plus years call center operations management experience
- Experience designing service models and measurement systems
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Customer Service Operations Manager Resume Examples & Samples
- Leading and managing 100-200 people team in field of oversea shopping customer service
- Diving into data to identify the root of a problem and solving it (no matter how large or small the scale)
- Driving the creation of staffing plans, schedules, quality/process change initiatives, and Lean/Kaizen activities in our fast paced environment
- Ensuring the development of your direct and indirect reports as you continue to raise the bar on talent
- Proven experience managing teams of 100+ including leadership roles
- Proven experience in contact center, retail, or e-commerce operations
- Lean/Six Sigma experience
- Proven experience in Project Management
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Customer Service & Operations Resume Examples & Samples
- Process health-based related data in systems, while maintaining production and quality standards
- Research and resolve problem claims when encountered
- Report document discrepancies with suggested resolutions to appropriate departments
- Communicates with internal staff and groups, as needed to complete processing work
- Handle assignments which are complex and high dollar
- Monitor, schedule and manage work flow and priorities while maintaining communication with supervisor/team members
- Pricing claims based on provider contracts
- Reviewing desk level procedures and adjustments for claims
- Doing appeals work for claims
- Analyzing data
- Facets application experience, preferred
- 1-2 years of related experience, successfully demonstrating high level work
- Ability to read/interpret technical procedures and government regulations
- Proficient in Windows based applications
- Intermediate use of Microsoft Office Suite (Word, Excel, Access, and Outlook) (Assessment Required)
- Ability to type by touch 40 WPM
- Accurate data entry/6,000 KPH
- Analytical/Ability to research
- Critical thinker
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Customer Service & Operations Resume Examples & Samples
- Responsible for assignments that are well defined and standardized in nature
- Receives close supervision or detailed instructions
- Applies clearly defined procedures and policies to complete a variety of routine tasks
- Process medical enrollments, dis-enrollments, reinstatements, and all cancellations
- Maintain and reconcile demographic data is multiple systems
- Excellent research skills
- Solid written and verbal communicator
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Customer Service & Operations Resume Examples & Samples
- Answer incoming Eligibility and Benefit calls and Claims calls from members and providers Respond to written correspondence from members and providers
- Perform at established performance metrics in Quality, Adherence, Contact Resolution & Customer Satisfaction FEP-Federal Employee program-must be 99% accurate
- Code complex benefit information
- Needs to be able to verify data
- Participate in the learning process
- True call center environment/large call volume/pressure cooker environment
- Customer focus/desire to help people
- Calls are listened to and score card is completed
- Initiates feedback to increase best practices
- Comfort with a heavy call volume
- Demonstrated production environment with good quality and attention to detail
- Ability to multi task (talk to caller while documenting call on the computer) and switch gears quickly
- Clear and effective communication, both oral and written
- Must be able to read out loud to caller
- Prefers too much to do and thrives on chaos
- Good computer skills including basic knowledge of MS Office Suite (Outlook, Excel, and Word)
- Utilizing multiple systems at the same time
- Use of dual monitors/Ability to use a mouse
- Resilient/manages stress well
- Ability to type by touch 35 WPM
- Accurate data entry
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Customer Service & Operations Resume Examples & Samples
- Researches, resolves and responds to provider inquiries verbally or in writing
- Consistently performs established performance metrics for high level data entry
- Handle escalated calls; may de-escalate calls
- Performs inventory reduction, routine to mid-level
- 1-2 years related experience and/or training, or equivalent combination of education and experience
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Customer Service & Operations Resume Examples & Samples
- Process enrollments and disenrollments with 100% quality data entry
- Maintain and reconcile demographic data in multiple systems
- Responsible for assignments that are well defined and standardized in nature
- Receives close supervision or detailed instructions
- Applies clearly defined procedures and policies to complete a variety of routine tasks
- Able to quickly learn and retain information
- Basic Microsoft Office
- Type minimum of 30 WPM
- 10 Key
- Ability to Follow Documented Workflow
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Customer Service Operations Experience Manager Resume Examples & Samples
- Improve existing processes and establish new methods to enhance customer information flow during standard operations and flight disruptions
- Participate in cross functional projects with aiming to improve customer experience while maintaining process and cost efficiency
- Liaise with Operations Control and Ground Operations departments in recovery procedures oversight and compliance matters
- Enhance processes and exercise oversight of airport helpdesk function at contracted providers
- Building and maintaining relationship with the customer relations supervisors of contracted providers
- Monitor/benchmark industry best practices to ensure service level improvement on continuous basis in the area of responsibility
- Serve as point of contact for Wizz Air PR and Social Media teams when information needed on operational situations attracting media attention
- Identify new functional opportunities that will strengthen customer engagement metrics
- Exercise oversight of communication in case of flight disruptions, including initial notifications, verification of communication towards passengers and seek automation / information technology based solutions thereof
- Establish processes and follow up on service recovery procedures based on EU261 regulations in liaison with Ground Operations
- Manage schedule change notifications process oversight
- Provide input for reports and regularly report on area of responsibility
- Participate in cross-functional projects on behalf of the head of function
- Liaise with other departments within the organization
- Create, analyse and benchmark different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans
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Customer Service Operations Associate Resume Examples & Samples
- Work involves routine problems of limited scope and use of established guidelines, policies, procedures, methods or protocols
- Learns to use professional concepts and company policies and procedures to solve routine problems
- Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Builds stable working relationships internally
- Minimum one (1) year of customer service experience
- College level coursework in statistical analysis, communications, and/or management, or a combination of coursework and work experience preferred
- Knowledge of scheduling software/tools preferred
- Call center experience in health care environment strongly preferred
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B-customer Service Operations Support Assistant Resume Examples & Samples
- Receive incoming phone calls from clients
- Ensure candidate results are sent to clients in a timely manner
- Assist in training and monitoring call center agents to ensure quality of service
- Familiar and comfortable working in a busy corporate environment
- Experience in providing application support
- Experienced in collating reports
- Fluency in written and spoken Hindi (Essential)
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Commercial Customer Service Operations Manager Resume Examples & Samples
- Interview Commercial Service Banker candidates
- Provide orientation and training for new Commercial Service Bankers
- Coach Commercial Service Bankers to continuously improve call-handling skills, product and systems knowledge and communication skills
- Manage the day to day operations of a Commercial Service team to ensure efficient servicing that minimizes call hold times and the number of abandoned calls
- Monitor Commercial Service Bankers’ performance and provide formal and informal performance feedback
- Recognize and reward performance excellence
- Create and sustain a positive work environment
- Handle escalated customer service issues and escalate further, as needed
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Executive Customer Service Operations Resume Examples & Samples
- Graduate with 3 years’ work
- Strong communication skills (Oral and Written) in English, Hindi/Circle specific regional language(s) and should have ability to handle irate / demanding customers
- Good analytical / proactive problem solving skills
- Eye for detail
- Telecom experience of minimum 1 year (preferably from call center or customer facing touch point) and has handled customer complaints. Executives with outstanding performance in inbound / outbound / retention set up (including Vodafone) having background of handling complaints
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Ocean / Customer Service Operations Lisbon Resume Examples & Samples
- Handle day to day operations
- Order entry, arrange bookings, issue and handle documentation
- Provide our customers with adequate attention to their transportation service requirements
- Ensure customers are being served professionally at all times
- Mantain good relationship with customers and grow our business with them
- Managing suppliers, performance and cost controlling
- LI EUR
42
Business Analyst, Customer Service Operations Resume Examples & Samples
- Gather data to conduct business analysis, make recommendations on new business initiatives or cost saving measures and create actionable insights that wow your customers
- Identify root causes of data issues and develop solutions
- Create processes and integrate Voice Of Customer (VoC) insights into cross-functional action plans; represent the voice of the customer throughout product lifecycle
- Develop strong relationships with key cross-functional partners, and determine role based VoC needs - Educate and raise awareness of the value of VoC insights across the organization
- Recognize and adopt best practices in reporting and analysis: Automation, data integrity, test design, analysis, validation, and documentation
- Experience in designing and delivering cross functional custom reporting solutions
- Experience in an organization focused on the customer experience; particularly roles focused on VoC, Market or Primary research, Customer Insights/Analytics
- Experience with Massively Parallel Processing (MPP) databases - Redshift (preferred) Teradata
- Knowledge of building statistical models including, but not limited to logistic and linear regression, dimensionality reduction, clustering
- Self-starter, capable of taking initiative and working with minimal direction
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Customer Service Operations Support Administrator Resume Examples & Samples
- Answer Facility hotline phone and assist Nurse Aide Facilities with questions or issues that are being reported. Will need to use proprietary software to help support the facilities
- Monitor and respond to Pearson Vue Nurse Aide e-mail box timely and with accurate information provided by FAQ document
- 1-2 years of customer service or call center experience preferred
- Ability to talk with customers, test center, candidates
- Comfort with software that you will be trained on to answer questions
- Comfort with Word and Excel to manage and track tasks
- Ability to keep accurate records required
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Customer Service Operations Associate Resume Examples & Samples
- Provide Quotes to customers
- Preparing Tender documents and ensuring the documents provided as per keysight standard approval cirteria for non-standard clause
- Negotiate with field and customer when changes required to accept Keysight Terms
- Work with internal partners/support functions to drive customer requirement(delivery)
- Indepently work on quote to cash transaction and ensure complaince as per Keysight Policy (Order acceptance,Export control,Sox)
- Review of Tender and Purchase order Terms & Conditions work closely with contract team for all non-standand clauses and obtain relevant approvals
- Work with Finace team for Bank gaurantees, Security Deposit,Letter of Credits
- Timely communication with the customers, Internal stake holders for various requirements(Follow-up for payment,documents etc)
- Work closely with Logistics team & Factory for timely delivery to customer
- Timely invoicing, revenue recoginization as per Keysight Policy and ensure all documents are submitte for payment collection
- Resolve customer queries/issues related to change orders/defective/invoicing/payment/delivery
- Requires higher education or specialized training/certification, or equivalent combination of education and experience
- Typically minimum of 5 yearsrelevant experience for entry to this level
- Quote to Cash process knowledge for all type of customers (Private/Government)
- Prior Knowledge of Quote to cash 3 to 5 years
- Strong Customer communication
- Excellent Customer service skill
- Fair knowledge of MS office
- Prior Knowledge of ERP system
- Negotiation skills and ability to think independtly and make sound decision
- Good problem solving skill
- Ability to work under pressure and able to mutitask
- Good Team Playe
45
Customer Service Operations Representative Resume Examples & Samples
- Provides direct support to Customers and Field Sales in new account set up, supply ordering, shipment tracking, result delivery and online portal support
- Provides Laboratory Operations inbound shipment projections for both domestic and international shipments through daily executed reporting
- Identifies and develops resolution to issues related to customer account information, record management, and data integrity
- Identifies the accuracy of vendor invoices to ensure disbursement is true
- Supports the management of vendors providing materials and services necessary for our customers to order our testing
- Actively interfaces with Laboratory Operations, Sales, IT, and Customer Service to assure the chain of custody of patient specimens from point of sampling to reporting of result
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Customer Service Operations Coordinator Benelux Breda Resume Examples & Samples
- Pre installation courtesy call handling
- Pre installation checks (including Order Transmittal Form, Installation pre-visits as needed)
- Shipment/Install. Date planning together with the customers, sales, order processing and sales rep
- Engineer installation planning/prioritization together with the responsible dispatcher
- Ensure after-installation date, coordination of sold training/application support together with European sales support team
- Handling and tracking of Post-installation follow-up courtesy call
- Establish close service-sales relationship, attending local sales meetings
- Record all installation jobs in the appropriate database
- Allocate installations to correct field service engineer
- Keep the customer updated on progress
- Check installations parts required have been sent out by factory or third party vendor
- Keep track of Installation Response Time (IRT = 8 days)
- File engineers installation job sheets – electronic and hard copies
- Sell extended warranty possibilities -when not sold already at point sales
- Take and log all customer calls into appropriate database
- Forward calls to correct field service engineer or tech support
- Arrange FSE visits to the customer in a timely manner
- Check status of parts orders placed at the European Distribution Centre
- Ensure (contract) maintenance Service jobs are scheduled in a timely fashion
- Maintenance of customer history on the company service databases and ensure amendments are made in a timely manner
- Provide cover for other Dispatchers as required
- Make sure quotes are created within 2 days after receipt of required information from Engineers or Tech Support
- Use Customer Master Data for Quote Creation from company specific ERP system (SAP)
- Create a quote in SAP based on received technical information from Tech support
- Send out quote to customer and follow up
47
Customer Service Operations Support Administrator Resume Examples & Samples
- Enter courses and providers into CE2000 or Sircon, generate course and provider approval and renewal letters
- Answer incoming calls and emails
- Prepare and distribute client reports
- Bachelor Degree or equivalent
- 1 + years experience with customer service in a business environment
- Experience with Microsoft Office Suite
- Excellent organizational skills, time management and multi-tasking skills
- Excellent customer service skills, patience and effective team working skills
- Ability to interact in a professional manner with various levels of management and with clients
- Ability to quickly learn new skills and knowledge
48
Customer Service Operations Analyst Resume Examples & Samples
- Provide support, collect information, and/or provide guidance to school-based system customers
- Prepare correspondence and perform outreach to clients
- Responsible for answering client phone and written inquiries
- Responsible for following and using internal resources, established policies, processes and systems to resolve customer inquiries
- Develop and demonstrate a strong understanding of state and federal policies as they impact and relate to special education and Medicaid in New Jersey, and can train others on these policies
- Serve public school districts by providing real time support, training, and consultative services through face-to-face interactions, phone, and/or web based tools
- Perform system testing on few features, configurations and reports
- Serve as liaison between PCG development and consulting teams in the enhancement of PCG client systems, when appropriate
- Support the design and production of client status reports, proposals and training materials
- Identifies and leads special assignments as needed
- Working knowledge in K-12 public education systems, special education focus is a plus
- Call Center/Client Service Experience required
- Knowledge of Medicaid requirements strongly preferred
- 3+ years working in office or corporate environment required
- Overtime and travel within the state (up to 25%) are required
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Customer Service Operations Consultant Resume Examples & Samples
- Inbound & outbound customer service and credit and collections calls
- Interact with 3rd parties and customers as required to validate information relating to fees, charges & customer payments
- Assisting with billing activities, including system work queues, exceptions and reporting in accordance with Service Level Agreements
- Manage and maintain metering information received from third party stakeholders
- Actively participate in team discussions, meetings and other team forums, to impart knowledge and ideas and result in team decisions
- Actively display and promote examples of CUS internal values in the workplace
- To be considered for this position, you will have come from a fast paced administrative environment and be able to successfully multi-task
- Strong administrative experience
- Outstanding listening, oral and written communication skills for gathering and providing information
- Strong computer skills with an intermediate level across the Microsoft Office suite
- Fast learner to adapt to new system and processes with a high attention to detail
- A high level of initiative, tackling problems in a methodical and logical manner
- A passion for providing quality and efficient service
- Customer Service, Billing/Payments and Credit/Collections experience in a utility or related industry
- Good understanding of the utilities sector, including all key related regulations
- Working knowledge of the Gentrack Velocity system
- | CERTAINTY | INGENUITY | ADVANTAGE |
50
Customer Service Operations Support Representative Resume Examples & Samples
- Process tasks initiated by the customer service call center
- Update systems with customers’ privacy elections
- Support the customer service call center during periods of high call volume
- Troubleshoot, resolve and/or escalate website support inquiries and issues
51
Customer Service Operations Resume Examples & Samples
- Administer service contracts including preparation of quotatations, renewal, profitability analysis and deployment of contractual requirements to field and depot organization. Maintain tracking and ensure follow up
- Ensure that service contracts are implemented effectively, securely documented and active monitoring is in place to ensure adherence to KPIs
- Administer local price lists (contracts / spare parts)
- Implement standardized and simplified procedures as per regional / global input to gain efficiencies and consistency
- Maintain local Customer Operations performance metrics and monitor effectiveness for the country/cluster Service Operations
- Identify and lead continuous improvement opportunities
- Collaborate with the local Service organization and supporting functions to support local objectives
- Lead project teams as required by the business
- Support Tender Department on the definition of offers
- The position represents Customer Operations in the local Service SLT
- Bachelor’s degree preferable and minimum 5 years of experience in customer operations or customer service
- Excellent leadership and organizational skills
- Innovative thinking and problem skills
- Strong work ethic, ability to take initiative and work independently in a fast paced, evolving environment
- Strong communication and collaboration abilities
- Ability to manage multiple projects and priorities at once
- Understanding of systems, reporting and analytical methods
- Ability to organize workload and prioritize tasks across the team
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Customer Service Operations Specialist Resume Examples & Samples
- Positive, self-starting and forward thinking
- Excellent oral and written communication skills; must be able to clearly communicate with both internal and external customers
- Comfortable working in a fast-paced, deadline drive environment. Able to consistently reset priorities to ensure completion of daily responsibilities
- Highly responsive and adaptable to changing business requirements
- Flexible individual who can work independently and in a team environment
- Must have a high attention to detail and be well organized
- Experience with SCM systems including Siebel and/or SAP preferred
- Ability to work overtime during month/quarter ends
