Customer Service Senior Resume Samples
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Customer Service Senior Resume Samples
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K Brekke
Korey
Brekke
3168 Nestor Grove
Chicago
IL
+1 (555) 764 7302
3168 Nestor Grove
Chicago
IL
Phone
p
+1 (555) 764 7302
Experience
Experience
Phoenix, AZ
Customer Service Senior Supervisor
Phoenix, AZ
Bartoletti-Anderson
Phoenix, AZ
Customer Service Senior Supervisor
- Work to improve customer satisfaction results (VoC) and champions process/automation improvement
- Manage customer deliver performance through the use of cross functional team and performance metrics
- Works to improve customer satisfaction results (VoC) and champions process/automation improvement
- Manage day-to-day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
- Manage day to day operations of the call center area to ensure smooth work flow and to achieve department goals and monthly contractual obligations
- Manage delivery performance by utilizing customer and internal metrics
- Manage day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
Dallas, TX
Customer Service Senior Manager
Dallas, TX
Erdman-Herman
Dallas, TX
Customer Service Senior Manager
- Proactively manage staff development and training; deliver performance coaching, provide feedback and complete formal performance evaluations for team members
- Manage departmental performance by defining and measuring performance standards in order to optimize productivity and capacity
- Create, develop and maintain business relationships: Build a network of contacts within Citigroup and external organizations
- Execute on other projects and initiatives as assigned by manager
- Provide Daily assistance & field questions from the Absence Admins with Attendance Issues/Matters
- Joint union and management meetings to identify and implement attendance improvement plans
- Budget Management: Financial budget management for P&L(s)
present
Chicago, IL
Customer Service Senior Representative
Chicago, IL
Kessler, Bogisich and Hessel
present
Chicago, IL
Customer Service Senior Representative
present
- Provide troubleshooting assistance to customers
- Provide web-based training on inventory management
- Review and manage par levels for individual territories
- Provide customer focused service to assigned accounts
- Provide the Field with Remote Boss Training
- Liaison to Millstone for inventory management
- Assist assigned territories with managing their field inventory
Education
Education
Bachelor’s Degree in Business Administration
Bachelor’s Degree in Business Administration
Rutgers University
Bachelor’s Degree in Business Administration
Skills
Skills
- Ability to make sound decisions that reflect good judgment.Exceptional performance management abilities
- Solid leadership skills and ability to direct and motivate staff with integrity and ethics
- Ability to make sound decisions that reflect good judgment
- Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
- Ability to lead a work team and under pressure
- Focuses on service quality and customer satisfaction
- Analytical, flexible, team oriented, high attention to detail
- Serves as a role model in a culture of accountability, integrity and respect
- Strong analytical and / or financial skills
- Participates in recruitment for the department and ensure retention of quality
15 Customer Service Senior resume templates
Read our complete resume writing guides
1
Customer Service Senior Specialist Resume Examples & Samples
- Make appropriate decisions on behalf of the customer quickly and effectively
- Conduct research
- Critical thinking and ability to exercise independent judgment
- Minimum oftwo year of customer interaction or customer support experience strongly preferred, either by phone or face to face
2
Customer Service Senior Supervisor Resume Examples & Samples
- High School Diploma/GED required (BS/BA preferred)
- 3 years of functional experience (in Collections/Recovery/Default, Customer Service, and/or Sales) preferred
- Superior execution skills with a focus on clear, realistic action steps and timelines Technical Skills
- Strong analytical and problem-solving skills Effective planning and organizational skills
3
Customer Service Senior Supervisor Resume Examples & Samples
- Read and analyze manager information systems (MIS) to diagnose performance opportunities and strategize/prioritize action steps
- Recruit and hire exceptional candidates, manage trainees, and facilitate change training as needed
- Identify and analyze escalated customer issues, provide guidance to team members for resolution, negotiate solutions, and act as a liaison with internal and external customers as needed
- Citi Branch experience a plus
- Continuous pattern of professional development and learning
- Ability to work effectively in the face of ambiguity, shifting priorities and multiple deadlines
4
Customer Service Senior Manager Resume Examples & Samples
- Responsible for a portfolio of top clients acting as their advocate and owning the client experience relationship end to end
- Simplify the client experience and eliminate delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution
- Strengthen the client relationship and ensure the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes
- Focus on proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique Treasury requirements
- Take global ownership of client servicing issues & facilitate resolution through an engagement of cross-functional partners, lead the Client Experience team while focusing on identifying opportunities to further differentiate Citi as a leading provider
- Provide support and guidance to service partners to ensure a seamless client experience across regions
- Drive metrics and participate in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners)
- Establish, provide input, and track operational metrics and service level requirements to achieve business goals
- Act as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities
- Manage our internal Client at Risk process & support escalation resolution as necessary to facilitate timely resolution
- Develop end-to-end capability, infrastructure & process improvement plan to support improved quality service
- Partner with Sector, Vertical & other TTS business partners to ensure alignment of service experience with business strategies
- Serve as a mentor for junior Client Experience Managers, while serving as “deputy” to Client Experience Department Managers
- 7+ years of direct experience managing client relationships
- Education: Bachelor’s degree or equivalent experience
- Extensive TTS product knowledge, including a detailed understanding of product functions, operational structure, and support processes
- Well-developed working knowledge of the business and the upstream and downstream influences
- Demonstrated ability to provide outstanding client service at a senior level
- Exceptionally strong interpersonal & relationship-building skills
- Extensive TTS product knowledge
- Risk & Controls
- Industry Knowledge: Breadth of knowledge of the business and organization
- Travel required – 25%
5
Customer Service Senior Manager Resume Examples & Samples
- Serves as the leader of the organization and has line responsibility for client support
- Reports to the Trade and Transaction Services/Client Experience Electronic Banking Services Region Head
- Responsible for Client facing advocate role for key Institutional Client Group (ICG)
- Risk Management
- Global Client Respect/ Service
- Industry Knowledge
- Shared Responsibilities
- Education: Bachelors degree or equivalent experience (MBA a plus)
- 7-10 years of management experience in a best-in-class/leading edge contact center
- 2-3 years’ experience in specific business area
- Six Sigma and or Lean service center experience
- People Management: Develop specific goals & objectives of reporting associates
- Setting and reviewing performance objectives, goals, and target productivity and service quality expectations
- Lead the annual compensation review process and make recommendations to the Region Head on exceptions
- Manage resource allocation
- Budget Management: Financial budget management for P&L(s)
- Monitor appropriate metrics ensuring overall operating efficiency
- Serve as the point of escalation for staff members and internal and external clients
- Identify any opportunity for, and implement process improvements, service enhancements, or technology enhancements
- Look to reduce expense through improved technology builds, process changes, opportunities for outsourcing at a lower cost
- Create, develop and maintain business relationships: Build a network of contacts within Citigroup and external organizations
- Identify control deficiencies and implement appropriate procedures to mitigate any risk or control losses
- Ensure that all projects within the department are on target, on budget, and being managed effectively
- Ensure that the team meets all audit and control requirements
- Ensure that the department is operating at peak efficiency and service quality
6
MYS Ctsm Pg-customer Service Senior Manager Resume Examples & Samples
- Lead Hong Kong Citiservice online & offline Service hub covering all client segments and transaction banking products (cash & trade) across Asia
- Understand client needs and build partnerships with product, client delivery and operations to drive business results
- Drive organizational and process changes that align our service models to our client needs, product profitability and overall regional consistency
- Drive client satisfaction and market perception of an excellent service offering
- Ensure that our service quality philosophy is communicated throughout the supply chain
- Set the overall series of service metrics for regional hub, align with regional/global metrics and continually drive process improvements across the organization, including all internal and external solution providers
- Analyze client’s feedback and lead the related action plans to achieve the desired results
- Success transfer global/regional best practices and country solutions to the regional Citiservice hub
- Experience in managing team of 20+
- Experience in working in a highly matrixed organisation to achieve maximum leverage from team resources and functional partners
- Experience in managing client services functions to a large client base
- University degree in finance or administration
- With 10+ years of banking client services, client facing management or operations experience required, preferably managing transaction banking activities
7
Customer Service Senior Supervisor Resume Examples & Samples
- Minimum bachelor's degree from reputable university and good GPA
- Minimum 2 years experience in Contact Center in Banking industry
- Strong knowledge in banking area, especially in managing team and customer service
- Has a good analytical and problem solving
- Fluent in English both verbal and writing
- Excellent communication skill
- High level of maturity and integrity
8
Customer Service Senior Supervisor Resume Examples & Samples
- S1 and above from reputable university
- Good English communication skills for both writing and speaking
- Have minimum of 5 years experience in Banking industry especially in Customer Service sector
9
Cbna-o&t-customer Service Senior Manager Resume Examples & Samples
- With 3-5 years people management experience
- Excellent communication skills (both verbal and written)
- Has strong business network
10
Customer Service Senior Supervisor Resume Examples & Samples
- Lead and Coach a team of approx 15-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes
- Builds effective and strong team committed to delivering world class customer care and achieving organizational goals. Builds an effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff
- Create and Foster a trusting and engaging work environment with a focus on employee retention. Ensure a culture of accountability, integrity and respect
- Develop and implement effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
- Identify and analyze escalated problems and provide guidance to team members for resolution. Negotiate solutions and acts as a liaison with internal and external customers when necessary
- 3+ years Customer Service and/or Credit Operations experience preferred
11
Customer Service Senior Supervisor Resume Examples & Samples
- Leadership experience required
- 3 years Customer Service experience preferred
- Familiarity and understanding of financial industry and regulations
- Experience fostering an environment where compliance is a priority
- Ability to provide performance and training needs of staff; track daily/monthly/yearly performance stats of employees and business unit
- Solid PC skills (Microsoft Office Professional)
12
Customer Service Senior Manager Resume Examples & Samples
- Will lead between 5-10 Unit Managers and a staff of 100-200 associates
- Directs all Customer Service activities in the department
- Consistently reaches aggressive business-defined performance indicators with urgency and commitment
- Focuses on service quality and customer satisfaction
- Motivates employee performance and continuously develop talent though encouragement, feedback and coaching
- Serves as a role model in a culture of accountability, integrity and respect
- Promotes an environment of open communication
- Participates in recruitment for the department and ensure retention of quality
- Employees
- Leads various project teams and critically evaluate current processes for
- Improvement
- Responsible for achieving and monitoring aggressive sales targets, while meeting or exceeding customer expectations
- BS/BA degree or equivalent combination of education/experience, advance Degree preferred
- Senior level experience in a related role commensurate people management experience
- Ability to make sound decisions that reflect good judgment
- Strong PC skills (Microsoft Office)
13
Cbna O&t Customer Service Senior Supervisor Resume Examples & Samples
- Degree in Finance with approximately 5 years of relevant experience within a Call Center setup
- At least of 2 years of experience in supervising a team
- Advanced working knowledge of a product or service
14
Customer Service Senior Group Manager Resume Examples & Samples
- Responsible for leading a large group of customer service staff in multiple sites for our Costco portfolio
- Leads key interactions with current and potential partners. This includes formulation of contractual structure, potential partner visits and ongoing support and issue resolution for existing partners representing all Operational groups
- Supports General Managers for the Costco portfolio. This includes participating as a key team member in setting and achieving portfolio specific business goals
- Manages business-planning initiatives for a large functional area
- Ensures that Operations organization is defining and implementing systems that are aligned with business strategy and goals
- Accountable for end results, budgeting, planning, policy formulation and significant contribution to future strategy of the group
- Resolves issues referred by subordinate managers and staff
- Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce
- Serves as Internally recognized Ops subject matter expert that influences the way things are done
- Applies broad and comprehensive understanding in multiple functional areas as well as underlying business principles
- Understands how own function integrates within the overall organization to contribute to achieving business objectives; requires a good working knowledge of the industry
- Provides evaluative judgment based on analysis of factual information in complicated, unique and dynamic situations; draws on diverse range of internal and external sources
- Influences and negotiates with senior leaders (across functions)
- Advanced level experience in a related role with extensive experience in business, functional and people management
- Highly effective working with all stakeholders in a highly complex matrix organization
- Ability to build a circle of trust with internal and external stakeholders, with demonstrated exceptional relationship management skills
- Excellent verbal and written communication skills. Able to present information to senior level audiences in simple, logical business terms
- Strong influencing and negotiation skills; able to facilitate a diverse set of senior executives to drive convergence to a common set of priorities and standards
15
Customer Service Senior Manager Resume Examples & Samples
- High level proficiency in Windows and MS Office
- Proven success as a team player and as a leader in either a direct or indirect capacity
- Technology experience in a production environment that operates 24 hours a day, 7 days a week and 365 days a year
- Performed phone based Application or Help Desk support
- U.S. Citizenship or Permanent Residency (green card) is a prerequisite for this position
- Ability to obtain and maintain an active US Treasury Folder security clearance
16
Customer Service Senior Supervisor Resume Examples & Samples
- Manages a team of Mexico Helpdesk. Responsible for driving measurable performance and meeting departmental goals, while adhering to HRSS & HR policies and procedures
- Motivates and develops all registered and unregistered associates through leading by example and adhering to the organizational core values
- Coaching for inbound and outbound service to sales/deepening, acquisition and retention
- Maintains productivity and adherence levels to ensure timely client response. Identifies trends in order to maximize efficiencies, manage risk/minimize exposure, and make recommendations for improvement
- Resolves escalated issues and offers solutions to client inquiries by leveraging all available resources
- Participate in planning of strategic initiatives to drive growth of the business and production efficiency
- Partners with department leadership and supporting lines of business to improve processes that impact both the client and associate experience. Initiates process improvements and follows through to resolution
- Monitors compliance exposure to minimize risk to the client and the organization. Responsible for compliance and supervision related matters, including proper team compliance to policies and procedures
- Proven ability to coach and motivate others
- Demonstrated initiative in gaining knowledge and participating in departmental projects
- Demonstrates excellence and “above and beyond” customer service attitude consistently in each customer service contact
- Excellent communication and written skills
- Ability to adjust rapidly to changing demands and priorities
- Must use sound judgment and able to make good business decisions for shareholders and clients
- Ability to proactively initiate and support initiatives, which uphold all core values
- Ability to exercise sound judgment and independent decision making skills
- Two to three years of leadership experience required
- Bachelor degree or studies in Business Administration, Human Resources or related areas
- Positive and professional attitude
- Contact center environment experience. Knowledge on systems such as AVAYA, CMS and NICE
- Demonstrates multi-tasking ability, with a consistent record of on time delivery
- Must possess good written communication skills (English, Spanish, Portuguez not required)
- Strong administrative skills and proven customer service skill
- Must be a self-starter and able to work independently in a fast paced global environment
- Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion
- Stress tolerance, this is key in the processes since there has to be a lot of interaction with public entities or companies from other Countries
17
Credit Card-customer Service Senior Manager Resume Examples & Samples
- Senior management experience preferred
- Bachelors Degree or equivalent experience, advanced Degree
- Demonstrated success driving organizational change with a track record of innovation
- Exceptional influencing skills that inspire action without full reliance on authority
- Superior execution skills with attention to detail and focus on clear, realistic action steps and timelines
- Experience in complex financial analysis and ability to infer relevant business applications
- Ability to plan for projects and initiatives by identifying risks and assumptions
18
Customer Service Senior Supervisor Resume Examples & Samples
- This person will also be responsible for the ongoing performance monitoring and feedback to all staff members within the team
- Facilitates alignment of the operations support infrastructure through focused technologies and processes
- Ensures compliance with government regulations as they pertain to the Retail accounts serviced through the evaluation and implementation of appropriate control and testing measures
- Exercises full leadership and supervisory responsibility over the NAO team
- Evaluates subordinates' performance and makes recommendations for staffing, pay increases, promotions, terminations, etc
- Determines hiring to ensure adequate staffing
- Recommends new work procedures with broader scope of impact
- Deals with variable (occasionally complex) issues with substantial potential impact. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
- Applies in-depth understanding of policies as they apply to the department. Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall department goals
- Provides evaluative judgment based on analysis of factual information in complicated and unique situations
- Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of procedures; influences resource planning
- Supervisory experience preferred (direct line management in a production operations environment preferred)
- Familiarity and understanding of financial industry preferred Broad and
- Operational knowledge of Retail Products, product relationships, AML data requirements and audit knowledge of liability
- Solid leadership skills and ability to direct and respectfully motivate staff with integrity and ethics Interpersonal skills and ability to work well in a team environment collaborating across diverse groups
- Superior execution skills with a focus on clear, logical, realistic action steps and timelines
- Strong analytical and problem-solving skills Effective planning and organizational skills Solid PC skills (Microsoft Office)
19
Customer Service Senior Manager Resume Examples & Samples
- Holds a bachelor's degree
- Possess minimum of 8 years experiences in driving sales performance in team
- Working experience in Financial Service or Contact Center Industry will be preferred
- Tactical and strategic
- Change agent with influencing skills
- Able to partner with external stakeholders
- Ability to lead the team to achieve results
- Openness and willingness to change and flexibility in approach to meet demands of situation
- Ability to excel in unstructured/undefined situations
- Excellent written and oral communication both in Bahasa and English
- Coaching and motivational skills
- People Management skills
- Training skills, employee motivation, engagement and retention
20
Customer Service Senior Supervisor Resume Examples & Samples
- Manage day to day operations of the call center area to ensure smooth work flow and to achieve department goals and monthly contractual obligations
- Lead and Coach a team of approx 20-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes
- Builds effective and strong team committed to delivering world class customer care and achieving organizational goals
- Ability to work within a matrixed environment
- Responsible for partner management supporting retail private label card operations
- Works to improve customer satisfaction results (VoC) and champions process/automation improvement
- Manage various projects in support of portfolio initatives
21
Customer Service Senior Manager Resume Examples & Samples
- 6-10 years hand-on experience in Customer Service with in-bound and out-bound call experience. Knowledge of back-office functions is a plus
- Experience interacting with external and internal clients at a management level
- Preferred Banking and call center management experience
- Ability to think critically and analytically
- Ability to identify root cause behind process and system issues and capacity to propose definite solutions
- Ability to work with minimum supervision. Initiative
- Excellent interpersonal skills – proper understanding of who is who within the business and within Citigroup in order to maximize results
- Goal oriented
- Excellent presentation skills. Excellent writing skills
22
Customer Service Senior Manager Resume Examples & Samples
- Bachelor’s Degree preferred or equivalent experience
- Call center or production management experience, preferably with digital servicing and/or oversight of multiple functional groups
- The successful Citi leader is comfortable influencing through written and verbal communication, presentations and interactions with teammates at all levels within the company
- Citi is not just a team but also a family. This Manager must demonstrate an ability to remove obstacles to help teammates succeed and demonstrate a passion for winning. This leader is most satisfied when championing his/her own success through the success of others. When teammates are successful, this leader is successful
- A Citi leader must be able to foster a team environment where coaching, developing and striving to excel as a team is expected. This leader’s positive and optimistic attitude inspire everyone!
- Proven ability to make sound decisions
- Superior execution skills with a focus on clear, realistic action steps and timelines
23
Customer Service Senior Specialist Resume Examples & Samples
- Leading by example, continuously and consistently motivate and lead a customer service team
- Develop and maintain excellent levels of service by working closely with the Operations team to improve supply chain efficiencies
- Drive against specific KPI’s to improve standards, service and financial results , following through on improvement opportunities wherever possible
- Challenge working practices when requires and provide creative solutions clarity for customers
- Ensure high staff retention through coaching and development. Work with HR Talent team to devise individual training plans to support high performance
- Follow the determined strategy for the Sales organization in-line with the global strategy, aiming for maximum customer (external and internal) satisfaction
- Act as point of contact in case of Manager Customer Service absence
- Constantly review weekly/monthly team meeting format and agenda to maximise engagement and participation
- Promote and standardize frequent meetings with customers to analyze gaps and improve processes to have a better service level with them
- Improvement and new way of working thinking to challenge status quo
- Commercial, operation and financial awareness
- Ability to delegate effectively
- Strategic thinking to suggest and implement projects for Customer Service processes
- Capabilities to interact with Global teams from IT and SAP Business Processes
- University degree in Business Administration or Supply Chain
- Experience in Sales and Supply Chain
- Functional: 2 years of working experience on Sales or Supply Chain, ideally Sporting Goods Apparel/Shoes or Fashion; or FMCG
- Exposure: in Sports, Wholesale or Supply Chain
- Interested in Sales career path
- English: advanced / medium
- Local language: fluent
24
Branded Cards Customer Service Senior Group Manager Resume Examples & Samples
- This role is responsible for providing strategic and tactical leadership of Branded Cards Customer Service US Servicing Function. Responsibilities include leading the US Phones Operation, spanning 5 domestic sites with 2300+ employees as well as leading the Core Operations Function, spanning two primary sites and 700+ employees
- Role is responsible for a shared Phones expense budget of $225MM and revenue of $127MM and expense budge of $67.5MM for Core Operations. Additionally, role partners with the business to identify and implement P&L optimization opportunities and works with the Cards P&L owners to develop and implement strategic initiatives to achieve business goals
- Manages complex and highly variable issues with substantial departmental/business impact. These could be customer issues, systems issues, or operational issues
- Drive culture of high quality sales and service through sales compliance and the quality model
- Joint accountability and full management responsibility for site operations director team to deliver results and implement key initiatives
- Advanced level of management experience in a related role with significant responsibility in a large, complex environment; extensive experience in business and people management
- Role requires high degree of strategic thought leadership, understanding of multi-site call center environments, and ability to interact with senior level leaders across multiple business channels and geographies. Financial services industry experience is a strong plus
- Ability to manage effectively in a matrixed and ambiguous environment
- Strong understanding and experience with the digital banking landscape. Direct experience in shifting customers toward digital and mobile self-servicing is a strong plus
- Travel required
25
Customer Service Senior Supervisor Resume Examples & Samples
- Manage day-to-day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
- Lead and coach a team of approx 15-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes
- Builds effective and strong team, committed to delivering world class customer care and achieving organizational goals. Builds an effective staff through recruiting and hiring exceptional candidates, training, salary administration, performance appraisals, counseling and motivation of staff
26
Customer Service Senior Group Manager Resume Examples & Samples
- 32 million calls per year
- 300+ types of services
- Annual budget of US $80 million
- 4,800+ FTEs
- 24*7 client service
- Define the Contact Center service strategy, by optimizing client segment needs (Frontline, Premium, High-Net Worth, Affluent) as well as services capabilities for each segment,. Services include Inquiries, Requests (i.e., statements), Transactions (i.e., payments, fund transfers), Complaints, Sales & General Information (“how to”, branch location, etc.)
- Lead a large-scale operation (2,500 DS + 2,300 NEMs non FTE) servicing external clients, in partnership with workforce management team, to ensure preparedness and availability. Define and achieve SLAs with vendors for lower-complexity functions
- Ensure top employee engagement levels among teams who perform routine work, sometimes with unsatisfied customers. This includes applying best practices in recruiting, onboarding, training, performance management, rewards and recognitions, and communications
- Develop business plans of new digital offerings for sales and services, fully leveraging the IVR platform and strong analytics. Innovate with “chat” and “virtual executive” channels, as part of the off-loading strategy. Partner with Technology teams to ensure platform readiness & functionality
- Client acquisition of consumer products, through partnership with business teams, understanding competitive strengths of the Contact Center as a sales channel, managing the mix of service and sales activities and achieving goals. Currently, Contact Center sales include cards, recurrent billing, PILs, insurance & investment products, for US $50 million annually
- Involve fully in crisis management committees, to limit client impact to unexpected events. Sound decision making and trade-offs when managing response
- Act as “sounding board” of business decisions and anticipate customers’ potential responses to promotions, campaigns or migrations (i.e., cancelling of the Aeromexico card). Provide real time feedback on successes / challenges of specific actions
- Specifically for 2016-2018, successfully manage the Contact Center migration to Metepec (new site located 1-hour away from Mexico City), ensuring a seamless and excellent operation
- Replicate all these functions for the Contact Center for SMEs, CCB & ICG, thus providing a one-bank service
- Successful track record of 10+ years leading a shared services operation serving external clients, with comparable complexity and excellent results
- Outstanding passion to drive value for clients
- Demonstrated leadership and inspiration for a large-scale organization, defining business strategy and ensuring execution
- Experience with crisis management scenarios and turnarounds under unique, tight and dynamic situations
- Outstanding interpersonal & influencing skills across business, operations, technology and global teams (trusted partner)
- Strong ethics & control culture
- Proactive identifying industry and operational trends to lead transformation and growth
- Fully bilingual Spanish - English
27
Customer Service Senior Supervisor Resume Examples & Samples
- Superior execution skills with a focus on clear, realistic action steps and timelines Strong analytical and problem-solving skills
- Project management experience preferred Strong verbal and written communication skills
- Experience in interviewing preferred
28
Customer Service Senior Supervisor Resume Examples & Samples
- Lead and Coach a team of approx. 20-25 representatives in a manner that ensures high quality customer care focused on building and retaining valuable customer relationships and committed to the delivery of value added products and services. This includes efficient allocation of resources, goal setting, forecasting and flexibility to manage changes in a dynamic, multi-task environment
- Manage team to meet goals within the budget. Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations. Evaluate cost/benefits, make
- 3-5 years of prior leadership or supervisory experience in credit card operations or equivalent industry experience preferred
29
Spclst, Customer Service Senior Resume Examples & Samples
- Manage Digital Billing on Actuals, end to end
- Knowledge of finance principles and reporting
- Solid business acumen and solid understanding of company order-to-cash functions
- Solid knowledge of company billing systems
- Solid understanding of customer service principles, practices and procedures concerning public contact
- Understanding of sales, ad order and other related processes
- Understanding of supervisory principles and practices
- Experience in customer service, sales or public contact work
- Proficiency with MS Word, MS Excel, MS Outlook, and MS Access
- PeopleSoft experience required
- Proficiency with AS400/Admarc, AX, and Sharepoint,
- 3-5 years of related experience
- Bachelor’s degree in Communications, Accounting or related field
30
Customer Service Senior Representative Resume Examples & Samples
- Respond to and manage customer orders from order entry to delivery and invoicing
- Have a knowledge of SAP - Understand customers’ business operations and their needs
- Understand our products and services from a technical perspective and those of competitors
- May participate in or lead special projects/Lean Six Sigma initiatives
- Process new customer/update requests
- Provide market or account intelligence gained through customer contact
- Participate in customer calls and visits with sellers
- Proactive communication with product supply reps and shipping department of any order changes customer initiates
- High School Diploma required. Associates Degree Preferred
- Must have a least 5-7 years of customer service experience
- Position requires working independently
- LI-PC1
31
Customer Service Senior Supervisor Resume Examples & Samples
- Manage customer deliver performance through the use of cross functional team and performance metrics
- Oversee all customer scheduling issues
- Oversee all COMAN customer business development
- Manage delivery performance by utilizing customer and internal metrics
- Manage the internal processes: PLQ, CAR/PAR, QAD, BPCS, EDI
- Engaging in customer discussions and meetings as necessary to provide excellent customer service. As appropriate, speak directly with customers to resolve management escalations in a manner that uses good judgment and reflects positively on the company
- Demonstrates cross-functional partnering and collaboration by establishing and maintaining effective communication across workgroups to meet departmental goals; and collaborating with other members of leadership and front-line teams to maximize efforts and achieve better project outcomes
- Develops direct reports for career growth. Manages the employee review process for team including goals, performance management, career development, mid-year and year-end review, fosters high morale, motivation and ownership to ensure retention of solid and high performers
32
Customer Service Senior Manager Resume Examples & Samples
- Manager of Managers responsible for driving strategic direction for a fast paced customer service operation business in San Antonio
- Manages 8-9 teams in Investments and Small Business
- Manages complex and variable issues with significant impact over department(s). Integrates subject matter and industry expertise to provide detailed analysis of issues
- Maintains appropriate staffing requirements to meet operational needs
- Responsible for all training and development needs for assigned personnel
- Applies in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function; and, requires basic commercial awareness
- Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions
- Demonstrates a comprehensive understanding of how own area collectively integrates to contribute to achieving overall business goals; requires basic industry knowledge
- Directs area supported through responsibility for delivery of end results and shared responsibility for budget management; accountable for resource planning
- Ensures essential procedures are followed and contributes to defining standards
- Developed communication and diplomacy skills are required to persuade and influence others; may negotiate with external partners
- Must obtain Series 7 licensing within 90 days of employment
- BS/BA degree and/or equivalent Senior level experience in a related role
- Ability to make sound decisions that reflect good judgment.Exceptional performance management abilities
- Experience in interviewing
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Customer Service Senior Team Lead Resume Examples & Samples
- Leads the team in establishing and achieving internal customer service targets
- Drive internal and external customer satisfaction
- Monitoring and investigating customer complaints and implementing corrective action
- Ensures proper execution of orders based on established processes
- Ensure compliance of department to safety targets, ISO and Sarbanes Oxley
- Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses
- Develop and document procedures
- Develops and trains personnel to improve performance and job satisfaction
- Effectively manage all day-to-day personnel issues including emergencies/issues
- Maintains and ensures key internal relationships
- Bachelor's degree (BS or BA) in the following areas would be desirable: Supply Chain, Logistics, Business, Economics, or Commercial
- 5 years of related work experience
- Excellent communication skills (written and conversational)
- Positive and proactive personality
- Continuous Process Improvement mindset
- Change agent
- Experience in Customer Service or related field (3-5 years)
- Fluent Spanish
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Customer Service Senior Supervisor Resume Examples & Samples
- Call center or production management experience
- Strong understanding of people/performance management
- Exceptional performance management abilities
- Experience driving Customer Satisfaction
- Ability to collaborate, build relationships and work across the organization in a multi-site matrix operations environment
- Ability to work a flexible schedule to include nights and weekends
- Strategic thinking skills and focus on bottom-line results
- Strong knowledge of Private Label preferred
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Customer Service Senior Supervisor Resume Examples & Samples
- Manages / leads 20 agents in a dynamic, multi-task environment
- Drive for results and cares for the people
- Coaches and develop individual agents
- Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results
- Work within Senior Supervisor team environment effectively and collaboratively
- Meet all expectations in accordance with department goals
- Maintain a compliant environment while seeking process improvements
- Ensures that the business is meeting monthly contractual obligations
- Drive various special projects as assigned
- Work to improve customer satisfaction results (VoC) and champions process/automation improvement
- Previous leadership and people manager experience required
- Minimum five years related experience in credit card operations or equivalent industry experience required
- Expertise in credit adjudication and credit operations is desired
- Excellent communication skills (both written and verbal)
- Ability to work within multiple systems
- Effective time management and prioritization skills
- Excellent ability to analyze, measure, improve and report/document results
- Strong influencing, negotiating, and relationship management skills
- Bilingual in French and English would be considered an asset
- Flexibility to work with a variety of shifts within a 7-day operation is essential
36
Customer Service Senior Manager Resume Examples & Samples
- 10+ years working experience in Bank and call center experience
- Proven expertise in growing bank service and performance evaluation to support line manager to meet business goal
- Proven expertise in managing bank call center capacity, performance management and process engineering
- Have comprehensive interpersonal communication skills and good command of verbal/written English
- 8+ years people management experience with a team over 10+
- Advanced analytic, presentation and people management skills are a mandate
- Strong coordination, problem solving and resource management skill with flexibility for multiple tasks
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Customer Service Senior Supervisor Resume Examples & Samples
- Employees who transfer to another program/unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program/unit to be eligible
- Employees with less than 2 years’ continuous service in their current role will need their supervisor’s approval prior to applying for an internal job posting
- Performance Rating of 3-Consistently Strong for the previous Year-End review
- Has not been subjected to any disciplinary action where the sanction is final warning in the last 12 months
- Applicants who applied for this position in the last twelve months need not reapply
38
Customer Service Senior Manager Resume Examples & Samples
- Will lead between 5-10 Sr. Supervisors and a staff of 100-200 associates
- Participates in recruitment for the department and ensure retention of quality employees
- Leads various project teams and critically evaluate current processes for improvement
- BS/BA degree or equivalent combination of education/experience, advanced degree preferred
39
Customer Service Senior Manager Resume Examples & Samples
- Responsible to integrate Citi global and regional senior management teams, buyers senior management and Citi Holdings O&T team to ensure a smooth transition and to execute a timeliness and smooth transition, with the 4 Central America buyers
- Responsible to identify regulatory and business risk related to Contact Center infrastructure, define mitigation and corrective plans
- Contact Center PMO
- Contact Center Vendor Management
- Outstanding Interpersonal relationships, multitasking and tracking through tools and skills
- Strong analytical and / or financial skills
- Analytical, flexible, team oriented, high attention to detail
- Experience interrelating with Senior Management
- Marked inclination towards the management processes
- Capacity for leadership, persuasion and negotiation of objectives
- Ability to lead a work team and under pressure
- Reporting and documentation
- Proactive and dynamic attitude
- High results orientation and capable to adapt to changes, risk measurement and impact
- Ability to solve problems and generate proposals for creative solutions
- High degree of orientation through the achievement of goals
- High quality of activity and initiative
- Resource optimizations
- Statistical and Financial Skills
- Leadership and Adaptation to Change
40
Customer Service Senior Operations Manager Resume Examples & Samples
- Overall responsibility for all B2B helpdesks within the Customer Service area at the SSC
- Leadership of the operational service assigned, inspiring and empowering individuals within the team to deliver excellent customer service through the delivery of easy to use accessible services
- Ensure excellent relationship management with key stakeholders, clients, customers and colleagues
- Implement and utilise key metrics to: identify trends, manage failure demand, ensure maximum productivity, improve quality and adhere to KPIs
- Implement and manage an effective and robust performance management framework to improve quality and productivity; driving performance through key metrics and rewarding personal achievements
- Support a review of our processes and business systems to identify key solutions and drive continuous improvements, actively contributing to the long-term development of the service
- As part of the leadership team support the implementation of Customer Service improvements across the SSC including taking a lead from a business perspective in implementing supporting technologies e.g. Digital platforms, Contact Management systems, Workforce Management, CRM and other supporting technologies
- To play a key role as part of the Integrated Customer Service management team
- Ensure behaviours are aligned with ENGIE’s core values and competencies
- Provide clear effective leadership to inspire, motivate and empower staff
- Responsible for embedding standardised approaches and delivering overall customer satisfaction within assigned area
- Maintaining a clear link between strategy and performance requirements to operational delivery, ensuring this is clearly communicated to staff
- Grow and develop people within the assigned area
- Manage the impact of change within the Service
- Responsible for employee recruitment, staff development, performance management and disciplinary processes within assigned area
- Qualified to degree level (or equivalent) - essential
- Project Management (desirable)
- LEAN or Agile qualification (desirable)
- Experience of undertaking a Senior operational management role within a Contact Centre (min. 100 seats) – essential
- Experience of working in a Shared Service Centre environment – desirable
- Experience of working in a B2B environment - desirable
- Experience of implementing and managing Service Level Agreements and managing change control processes - essential
- Proven ability to perform consistently to key metrics, tight timescales with a high degree of visibility - essential
- Experience of delivering continuous improvement and initiating innovative solutions to service delivery in a transformational environment, including an extensive understanding of business solutions e.g. Digital platforms, Contact Management systems, Workforce Management and CRM - essential
- Proven track record of developing and maintaining strong relationships at all levels - essential
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Cbna-o&t-customer Service Senior Supervisor Resume Examples & Samples
- Degree with a minimum three-year customer service experience in a call center environment
- Experienced in supervising a team
- Demonstrate strong business knowledge with an understanding of the sales process, service and sales relationship, sales procedures and compliance requirements
- Working knowledge of Call Center processes, systems and technologies
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Customer Service Senior Project Manager Resume Examples & Samples
- Point of Sale
- ECommerce
- Return Policies
- Shipping Experiences
- Custom Orders
- Coupons
- Loyalty Programs
43
Customer Service Senior Manager Resume Examples & Samples
- Develop/share best practices
- Provide Daily assistance & field questions from the Absence Admins with Attendance Issues/Matters
- Launch wellness communications, initiatives, programs, etc
- Recognition Initiatives
- Ensure proper discipline advancement, retrogression, extension
- Lead or partner with management team in grievance process
- Monitor First Day of Absence Compliance
- Review, analyze, daily, weekly, monthly attendance reports/data to identify/address trends, enable projections, establish history
- Routinely communicate information to local leadership and associates
- Review and attend all termination cases
- Participate in all Regional Attendance Calls to review medically restricted in each location
- Set and communicate targets
- Data collection and discovery on EEOC cases related to Disability, Medically Restricted and Accommodation cases
- Monthly calls with leadership team to review disability cases
- Providing ongoing direction, completed all required performance documents, providing ongoing performance feedback, development and taking and administering action when appropriate and has ensured a safe and ethical work environment by complying with the Code of Conduct and all Company policies
- Care for unemployment claims, benefits related issues, arbitration cases, grievances, and environmental issue in each center (safety spocs)
- Review various reports in AMTS to ensure attendance admins are in compliance with the Attendance control plans
- Participate on all ADA calls with the Workplace Accommodations Team
- Joint union and management meetings to identify and implement attendance improvement plans
- Ensure Ergonomic compliance
- Use programs and processes to reclassify, etc. employees temporarily or permanently unable to perform associate job function; work with HR Business Partner to support employees
- Create/maintain ad hoc reports to address local concerns
- Measure/track results and/or impact of attendance initiatives
- Perform records reviews
- Keep informed re: industry/topical trends and issues, externally and internally
- Two or more years of experience in a sales support or customer service call center environment
- 1+ year data entry experience
- Demonstrated prior experience in data analysis and presentation of data
- Experience working with MS Office applications including Word, Excel and Powerpoint
- Articulate, concise and effective written and spoken communication skills
44
Vnc-solution Customer Service Senior Executive Resume Examples & Samples
- Be responsible for the daily Operation of team to deliver the service as per Service Level agreement and be the first escalation point to solve or coach the team member to solve the daily operation problems
- Daily Follow up, Build up controlling tools and template, set up meetings with all external parties i.e Broker, Carriers, Factories, Client to comply with all regulation related to Exports and Imports Processes esp. FMCG to avoid any abnormal cost arising
- Be the Key contact point or Take lead on behalf of clients to attend the meeting or forum to solve all issues related Exports and Imports cargoes including but not limited to cargo movement and invoicing, payment and system updates
- Especially for Imports cargoes, being the contact point on behalf of client to join the Price validation session or any ad-hoc meetings request from Vietnamese Customs. Be responsible for the Duty Liquidation performance of Imports team
- Be responsible for month performance report and performance review with client
- Carry out ad-hoc tasks assigned by Management
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Vnc-solution Customer Service Senior Executive Resume Examples & Samples
- Good communication and presentation skills (fluent in English, speaking and writing)
- Result-oriented with initiative and strong drive
- Good leadership and interpersonal skills
- Good time management and be fast in response to ad-hoc requests
- Be able to work independently and willing to co-ordinate with other team colleagues
- Good computer skills (Word, Excel, Outlook, power point)
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Customer Service Senior Representative Resume Examples & Samples
- Shares Call Center activities by answering and routing incoming calls as appropriate
- Order to Cash Management - order entry, order release, billings and shipment inquiries
- Inventory Management Support – obtain and evaluate all relevant information to handle product transfers and service inquiries
- Participates in the Customer Service Department’s emergency on-call program
- Professional and effective communication with customers via telephone, electronically or in person
- Respond in a timely manner to all customer requests, displaying a sense of enthusiasm and urgency appropriate to customers’ expectations
- Ability to multi-task and handle a high volume of workload daily
- Desire to achieve, excel and continuously improve
- Extremely attentive to details and timely follow through to meet deadlines
- Analyze, problem solve and execute to uncover customer or department needs
- Provide feedback on the efficiency of Customer Service processes
- Exceptional written, oral and listening skills
- Bachelor Degree, Technical Field Degree or 2 years progressive customer service experience preferred but not required if sufficient experience demonstrates ability to perform the role
- Advanced computer skills and knowledge of Microsoft Office Suite Programs
- Knowledge of Customer Service principles and practices
- Desire to work toward APICS certification and other educational opportunities is a plus
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Customer Service Senior Supervisor Resume Examples & Samples
- Diploma and above with at least 5 years of sales experience
- Diploma and above
- Experience in leading a team will be essential though not mandatory
- Good knowledge of Credit Payment Products
- Analytical, strong appreciation on MIS and Trend Analysis
- Positive mindset and enjoy taking accountability of sales performance
- Able to thrive in a fast pace environment and undertake sales deliverables challenges
48
Vnc-solution Customer Service Senior Executive Resume Examples & Samples
- Focus on the key Customer Service Drivers
- At least 2 years’ experience in a large Operations / Customer service teams with minimum 1 year experience in the Logistics sector with Customer facing experience
- Working knowledge of FACT, MODS
- Excellent communication skills and the ability to communicate confidently
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Customer Service Senior Representative Resume Examples & Samples
- Assist assigned territories with managing their field inventory
- Welcome new field sales reps and distributors by reviewing and training on Inventory Policies and Procedures
- Provide the Field with Remote Boss Training
- Provide web-based training on inventory management
- Pre-Audit Reporting
- Assist with territory transitions/merging territories
- Process Consignment orders for territories/distributors with little or no office staff
- Receive and Ship inventory for territories/distributors with little or no office staff
- Maintain Locations for territories/distributors with little or no office staff
- Review and manage par levels for individual territories
- Support the Field Inventory Analysts
- Field Training-Boss order entry, Website-tools, definitions and procedures
- Liaison to other departments with regards to field inventory and the audit process
- Liaison to Millstone for inventory management
- Review inventory turns and contribute to the inventory optimization
- Assist with special projects as needed
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Customer Service Senior Manager Resume Examples & Samples
- Manage a team of exempt and non-exempt employees and all processes and procedures around client financial rebates
- Manage departmental performance by defining and measuring performance standards in order to optimize productivity and capacity
- Review and manage contractual deadlines
- Implement data base or automate processes that will drive efficiencies and add additional controls
- Identify control deficiencies/gaps and implement solutions to minimize operational risk
- Perform frequent control reviews
- Align and manage team resources to accomplish key priorities and objectives
- Network and navigate within the organization to resolve issues
- Create and maintain a team that is focused on delivering premier service and owning their issues to resolution
- Track and manage outstanding client issues to ensure a timely resolution
- Keep team knowledge current on all new functionality, technology and product roll outs
- Proactively manage staff development and training; deliver performance coaching, provide feedback and complete formal performance evaluations for team members
- Execute on other projects and initiatives as assigned by manager
- Client orientation and demonstrated ability to build collaborative relationships
- Proven record of process improvements through automation
- Energetic leader with demonstrated strength in managing multiple tasks simultaneously and success leading teams producing optimal results
- Able to communicate clearly and concisely in all aspects of the job and with multiple audiences in mind
- Minimum 2-4 years direct management experience of teams
- Minimum 4-5 years background in Accounting or Finance
- Demonstrated leadership skills and ability to lead, direct and motivate staff with integrity
- Computer proficiency to include PowerPoint, Visio, Word and Excel
- Proficient with TSYS is a plus
- Bachelors degree or equivalent experience required (MBA Preferred)
