Customer Support Manager Resume Samples

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G Bailey

Grant

Bailey

136 Medhurst Crescent

Philadelphia

+1 (555) 163 9498

136 Medhurst Crescent

Philadelphia

Phone

p +1 (555) 163 9498

Experience Experience

Boston, MA

Customer Support Manager

Boston, MA

Langworth, Murray and Runolfsson

Boston, MA

Customer Support Manager

Develop and Maintain customer sales forecasts and achieve Customer territory sales plan for Spare Parts, MRO and Strategic Long Term Agreements
Responsible for marketing/selling UTC Aerospace aftermarket products and services to assigned customers
Identify business opportunities and develop strategies for achieving business objectives
Coordinate proposal activities and lead negotiations to successful closure
Identify and drive new initiatives to improve performance and efficiency of department
Responsible for the employment, training, promotion, counseling and discipline of assigned employees
Serve as point of escalation for customers to resolve highly complex problems and discrepancies; collaborate with other departments as necessary to expedite resolution

Phoenix, AZ

Technical Customer Support Manager

Phoenix, AZ

Osinski-Hintz

Phoenix, AZ

Technical Customer Support Manager

Assist with day-to-day operations including managing scheduling, attendance, workflow management, and delegation of responsibilities
Develop internal training curricula and schedules
Act as coach and manager to team by developing creative and effective methods to motivate and encourage staff to meet goals set by management
Advanced troubleshooting and problem-analysis across people, processes and technologies
Working knowledge of Charles Proxy and/ or Fiddler
Collaborate successfully and build relationships
Troubleshoot customer support issues and isolate problems

present

Houston, TX

Senior Customer Support Manager

Houston, TX

Kerluke-Torp

present

Houston, TX

Senior Customer Support Manager

present

Passionate management and coaching
Effective management (and resolution) of escalations from the team
Creating a work environment and atmosphere that engages and delights both Rackers and customers
Creative thinking on ways to continually improve our service delivery
Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities
Lead, motivate, and develop Community Operations Managers within a time-sensitive and demanding environment to deliver on operational KPIs
Set up career development plans, coach Community Operations Managers, and develop them into awesome people managers

Education Education

Bachelor’s Degree in Business

University of Arizona

Bachelor’s Degree in Business

Skills Skills

Very good time management and ability to work under pressure
Strong written and verbal communication skills with the ability to communicate effectively
Basic to moderate knowledge of SafranLS product portfolio
Basic to moderate knowledge of SafranLS tech pub's and CMM's
The ability to resolve conflict calmly and professionally
Excellent communication & influencing ability
Excellent personal planning and organization capability
Basic negotiation capability
Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units
Basic knowledge of construction equipment; hydraulic, engine, powertrain, electrical, undercarriage, failure analysis and root cause analysis

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15 Customer Support Manager resume templates

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E-commerce Customer Support Manager Resume Examples & Samples

Manage Customer Support requests for Maker Shop and all related Ecommerce properties,
2+ years of experience in customer support, preferably ecommerce or physical retail
Experience with Zendesk strongly preferred; experience with ecommerce platforms like

Online Customer Support Manager Resume Examples & Samples

Excellent communication skills in English, written and verbal
An additional language skill (Portuguese) is a plus
Ability to lead and direct multiple projects simultaneously
Ability to delegate work to subordinate employees
Analytical thinking, strong problem solving, and attention to detail
Programming language is a plus

Software Customer Support Manager Resume Examples & Samples

Typically 2 year completion beyond High School level (i.e., Associate of Arts, or equivalent experience.)
Bachelor of Arts (BA)/Bachelor of Science (BS) or equivalent, preferred
3-5 years of experience in relevant technologies and customer environments
Experience in troubleshooting in a technical environment
Advanced proficiency with case management databases and tools
Phone and remote support experience. E-support experience, knowledge and resolution ability
Ability to solve and document solutions for usage of other technicians and customers
Ability to mentor new agents
Ability to lead resolution activities with escalated customers
Ability to contribute to technical action plans
Focus on one or more product lines (for example, proactive, reactive, storage, enterprise systems, etc.)

Technical Customer Support Manager Resume Examples & Samples

Conduct quality assurance to ensure proper customer support
Develop internal training curricula and schedules
Identify gaps in the current customer support process and present improvements
Mentor employees to improve customer service, communication skills, and technical ability
Ensure ticket tool is used efficiently to achieve superior customer experience
Capture key data points for daily and end-of-week reports
Monitor support level metrics and work with product owners to improve service
Review crisis events to ensure clear communication to internal and external stakeholders. Including timely escalations to Customer Care, Service Operations, and or Development when necessary
Troubleshoot customer support issues and isolate problems
Conduct personal case reviews to ensure adherence to best practices, timely follow-up with customers and to detect signs of customer dissatisfaction
Coordinate technical case reviews to ensure proper technical progress and conduct recoveries when customer satisfaction is at risk
Contact customers to perform case recoveries if customer satisfaction seems at risk
Must possess a university degree
Excellent presentation, written and spoken communication skills
Collaborate successfully and build relationships
4+ years’ experience in a technical product support or customer support managerial or supervisory role. Experience in the entertainment/ cable or satellite industry will be an added bonus
Excellent organizational, diplomatic and problem-solving skills
Strong technical expertise and a deep understanding of digital channels (search, mobile, social, media, web, email)
Proficient with tools such as JIRA, Confluence, MS Project, MS Word, Excel, PowerPoint and Visio
Working knowledge of Charles Proxy and/ or Fiddler
Advanced troubleshooting and problem-analysis across people, processes and technologies
Results-oriented, high energy style and drive to succeed

Customer Support Manager Hub East Resume Examples & Samples

Minimum Bachelors’ degree in Engineering
Business understanding with a service focused mindset
Customer Support understanding and market trends
Proven track record of line management of technical teams
Strong business and financial awareness to understand business implications
Ability to develop and drive value argumentation towards the customer at all levels
Strong consultative approach
Capability to drive change, leading people and sharing knowledge
Previous experience as support manager
Excellent financial knowledge
Proven ability to deliver committed goals on time, under budget and with better than target margins
Ability to interact with customers/Ericsson C-level
Advanced skills in managing SLAs, understanding portfolio and relationship to service delivery and being able to handle situations when customer demands services outside scope of contract
Good leadership & communication capabilities
Very good knowledge and understanding of applicable parts of Ericsson´s services product portfolio and delivery processes
Good knowledge of products and systems in the customer's network
Good knowledge and understanding of the customer's business situation
Excellent Customer Relationship Management skills

Customer Support Manager Resume Examples & Samples

Identify and drive new initiatives to improve performance and efficiency of department
Identify support requirements, tools and diagnostic needs; work with Development and Product Management teams to drive positive change
Establish, document, implement and maintain administrative and technical procedures to provide responsive assistance to ABILITY customers
Responsible for the employment, training, promotion, counseling and discipline of assigned employees
Serve as point of escalation for customers to resolve highly complex problems and discrepancies; collaborate with other departments as necessary to expedite resolution
Provide a leadership role in customer situations, keeping both customer and interested parties within the company informed of status
As necessary, works with Partner Sales and Sales team to effectively communicate with clients to provide high quality support
Create, prepare and analyze appropriate reports and other business correspondence
Manage work schedules to effectively cover incoming client calls to maintain required SLOs
Makes recommendations on employee compensation issues and Capital Expenditure requests
Create, promote, and facilitate positive relations with employees, partners, customers, and other ABILITY departments
Proactively identify enhancement opportunities, develop ROIs as needed
Communicate defects and outages with appropriate level of urgency; provide communication direction to team and notify all necessary parties of event and resolution
Monitor overall product quality and supportability for assigned product area(s) and provide feedback to Product Development
Able to travel 5-10%
Degree in Computer Science, Business Administration, IT or equivalent work experience
2+ years’ experience in a customer service leadership role with high volume of transactions. Healthcare IT industry experience (medical billing, IT, MAC or other payer) preferred
Proving experience managing a customer/technical support team
Experience with SaaS and/or networking
Proficient with Word, Excel, Outlook, PowerPoint, Visio and Internet Explorer
Experience utilizing a CRM application, preferably Salesforce
Able to work efficiently in a fast-paced, high-volume environment
Excellent interpersonal communication and customer service skills
Excellent oral and written communication skills and problem solving/analytical skills
Must possess strong leadership and organizational skills, be motivated and thrive in a fast-paced environment with the ability to work non-standard hours
Ability to demonstrate detailed knowledge of specific product offerings, O/S skills or internal systems

Customer Support Manager Resume Examples & Samples

Responsible for new business growth as well as to maintain recurring business with assigned customers
Develop and maintain customer sales and order forecasts and achieve customer territory sales plan for Spares, MRO and Strategic long-term agreement programs
Responsible for marketing and selling UTAS aftermarket products and services to assigned customers
Responsible for achieving spares, repairs, upgrades, retrofits and long term contract sales plans for assigned customers
Responsible to identify business opportunities and develop strategies for achieving business objectives
Responsible to coordinate proposal activities and lead negotiations to successful closure
Responsible to know the assigned customer’s organization, culture, structure, key decision makers and decision making process
Responsible for assigned Customer/Territory Management
Responsible for managing a positive business relationship with the customers
Responsible to continuously drive improvement is Customer Satisfaction metrics
Responsible to own the Aftermarket customer interface for UTAS for assigned customers

Customer Support Manager Resume Examples & Samples

Knowledge of the Security Industry and in particular IP Based CCTV Systems
Knowledge of human resource principles and practices
The candidate must have strong technical & IT skills
Strong research and problem solving skills
Excellent Written and Oral Communication Skills
Very good time management and ability to work under pressure

Customer Support Manager Resume Examples & Samples

The primary role of the Customer Services team is to champion best practice in the objective governance of the contact centre provision and assessing the emerging risks and propose developments and improvements based on objective and evidence based information, such as agreed service levels and customer feedback
Support customers and interact with internal/external stakeholders (ie. sales teams, administrative representitives), department managers, and IT
To deliver staff development plans and provide
To provide day to day supervision of the agents
Ensure that your staff are aware of their KPI targets and support them in delivering these
To conduct weekly 121s with directs and be proactive at managing staff performance
To ensure the Case Management team is achieving the compliance targets through effective management and briefings
To ensure customer queries via all channels i.e.post, telephone, email, live chat, social media are resolved efficiently and within agreed time frames
To complete and maintain the staff monthly rota as well as highlighting any trends to your manager
Work with team and first line team to identify customer complaints to log and escalate as required
To report on the performance of the team to management
To be proactive in identifying and resolving any problems with the case management team

Senior Customer Support Manager Resume Examples & Samples

Passionate management and coaching
Effective management (and resolution) of escalations from the team
Creating a work environment and atmosphere that engages and delights both Rackers and customers
Creative thinking on ways to continually improve our service delivery
Effective adaptation of working in line with corporate objectives and fast changing customer situations and priorities
Effective cost centre management and budgetary control
Building compelling business cases and following through
Strong negotiation skills with suppliers and customers
Ability to meet challenging targets within tight deadlines
Proven track record of change improvement meeting strategic objectives
Deep understanding of Service Management best practices frameworks such as ITIL and COBIT
Significant exposure to operational management within a critical environment
Proven management experience and ability to coach senior experienced team members
Effective troubleshooting and analytical skills and ability to manage complex and technical projects
A great attitude with internal customers and external parties, excellent written, verbal, and communications skills
The ability to engage and motivate staff and provide cross functional collaboration across all departments
Track record in delivering on a customer service model with exceptional results
Senior level experience engaging with customers as their key business contact and partner

Customer Support Manager Resume Examples & Samples

Foster positive customer relationships with key customers to achieve world-class customer satisfaction
Liaison between SIS business unit operations, engineering, finance and UTAS technical support groups to develop recovery plans for SIS issues deemed critical by customers. Achieve business unit and customer agreement on the approach and actions. Manage actions across SIS to remedy issues
Assist in developing strategy to protect product in the market, and manage technical support and technical documentation according to the strategy
Identify potential new product development opportunities based on customer and market needs
Manage and provide leadership to direct reports in various geographic sites across the Systems & Integrated Systems business unit

Enterprise Customer Support Manager Resume Examples & Samples

Demonstrating Strong EQ (Be Aware) – Having a keen sense of self awareness is the foundation of leadership at Adobe. As a leader, we look to you to inspire teams to greatness with empathy and mindfulness of your impact on others from interns to the Board of Directors. And whether you’re in headquarters, New York, London, Tokyo or Bangalore, you’re attuned to emotional, situational and cultural surroundings and adapt your approach accordingly
Selecting Talent (Be a Recruiter) – You’re on top of current and future talent needs as the business evolves because one of your key goals is to build high performing teams. You do so by adopting a rigorous approach to hiring superior talent and are intentionally inclusive to attract diversity of ideas and experiences
Role Modeling Check-In (Be a Coach) – We don’t believe in annual reviews and rankings. That’s why, feedback flows continually at Adobe. You’re an inspirational and effective coach; a leader who discusses expectations, feedback and development regularly with your direct reports. To succeed in this role, you’ll need to address performance gaps early and effectively, and be open to seeking feedback from others to improve your performance and your team’s
Leading Change (Be an Agent of Change) – Change leadership is what you do! You proactively identify opportunities to align team goals with organizational change. You’re great at building support for change because you communicate with conviction and you help those around you to see both the rational and mechanics for business changes and how to adapt accordingly
Scaling the Business (Be an Owner) – You’re someone who sees and understands the vision of the company. You’re able to articulate business strategy and develop business processes, systems and structures to make performance sustainable. Your mission is to deliver an exceptional customer experience by promoting shared goals and driving accountability

Commercial Sales Customer Support Manager Resume Examples & Samples

Responsible for marketing/selling UTC Aerospace aftermarket products and services to assigned customers
Maintain CRM data base and opportunities tracker for assigned customers
Uses interpersonal skills via phone and email to examine the customer in order to ensure their true needs are determined and provide optimal solutions
Establishes new accounts by identifying potential customers using marketing tools available
Persuades clients that a product or service best satisfies their needs in terms of overall value
Acts on own initiative to pursue new sales
Drives Customer Satisfaction results
Meets and exceeds projected sale targets
Ability to interact face to face with prospects and clients via site visits

Eat, Customer Support Manager Resume Examples & Samples

Provide effective coaching and feedback to facilitate Team Member growth and development
Ensure staff is equipped with the knowledge and tools required to meet department and company objectives
Partner with workforce management to ensure staffing/schedules align with volume, ensuring service level achievement
Consistently achieve key performance indicators including but not limited to Customer Satisfaction, Service Levels, Team Member Retention, Cost Per Contact
Create and maintain a work environment that promotes, growth, diversity, education, open communication
Effectively trouble shoot and resolve Customer or Restaurant concerns, and handle escalated

Technical Customer Support Manager Resume Examples & Samples

Requires a bachelor's degree with 7 years of experience or 10 years of experience in this field
Leads and directs the work of others
A wide degree of creativity and latitude is expected

Customer Support Manager Resume Examples & Samples

Manage HP support services at country level across all go-to-markets
Ensure that HP end to end support services meet customers’ expectations
Turn HP support services into a key sales differentiator
Take an active role/lead in projects to improve customer services
Manage Support Partners Accounts (Channel Partners and Subcontractors) across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation
Manage communication with Partners (quarterly business reviews (QBRs) )
Interact with Country (Sales and Country Managers) and Customer Services and Support (CSS) stakeholders
Own Market Intelligence in Support, benchmarking vs competition and assess legal conditions
Deploy country support mix strategy & support/service programs with Partners in the Retail Channel
Deploy local flavor of infrastructure and Supply Chain changes
Typically 5- 8 years’ experience in the industry, in the Channel environment, Consumer and/or Commercial/Enterprise segments
Experience in Partner Account Management, in Sales, in Procurement will be valuable assets
Master level in engineering or in business
Languages: Excellent skills in English (written & oral). Other languages will be useful
Moderate knowledge of IT and services industry
Knowledge of company organization, policies, HP Services (HPS), services offerings, end to end processes, tools, and routes to market is considered an asset. General technical understanding of products
Problem detection and analysis of root causes
Leading teams to achieve results
Proficiency with desktop applications and familiarity with financial reporting tools
Moderate level of planning, project management and change management skills
Good communication skills & Influence within team

Customer Support Manager Resume Examples & Samples

Establish a management operating system (MOS) utilizing salesforce.com (SFDC) with assigned Airline customers that includes regular performance reviews (Delivery, Tech Support, Product Performance, CMM Updates, promote portal/improvement initiatives)
Leads new product/platform EIS at assigned Airline customers (after initial 12 months)
Develop a plan and execute sustained closure of Airline service requests to their committed deadlines
Lead Airline change management communication as it relates to business policies and systemic process changes
Establish and drive execution of Airline survey improvement plans and reliability initiatives
Responsible for communication and development of action plans as a result of Customer Effort Survey results for APAC Airline customers
Coordinate and lead Airline support recovery plans (delivery, quality, product performance)
Educate, train and promote utilization of customer self-service tools
Develop and sustain a HUE approach to Airline CSWI (Customer Specific Work Instructions)
Bachelor's degree in Business, Engineering or related field plus 2 years of relevant experience, or in lieu of degree, minimum 5 years of experience in Business, Customer Support, Engineering, Operations, Supply Chain and/or Program Management
Minimum 2 years of indirect leadership experience
Customer facing experience preferred
HOS and sales experience
Demonstrated strong bias for action and strong internal network

Customer Support Manager Resume Examples & Samples

Responsible for communication and development of action plans as a result of Customer Effort Survey results for respective Airline customers
Develop and sustain a HUE approach to system flow down repository (SAP Contracts, CSWI (Customer Specific Work Instructions) etc…) ensuring proper downstream contractual execution
Partner with your customer, business and sales team to develop and validate executable offerings
Demonstrated ability to develop people and recruit top talent - Strong Leadership skills and ability to effectively influence throughout all levels of the organization across multiple functions - Strong Program Management skills and financial acumen

Service Customer Support Manager Resume Examples & Samples

Communicate status and updates for technical and commercial issues as the first tier and bring in subject matter experts when required
Support Service management to maintain relationships with existing customers; leverage relationships to ensure renewals of services and to develop new business opportunities
Assist with services product marketing development
Participate in continuous improvement of issues resolution process and procedures to directly impact customer satisfaction targets
Manage issue prioritization to align with internal stakeholders
Preferred 2+ years of experience in wind industry
Strong communication and Issue resolution skills (oral, written, presentation); active and respectful listener; able to handle complaints and disputes effectively; flexible in dealing with others, Set clear customer expectations
Ability to identify and involve business stakeholders
Excellent at organization skills and multi-tasking
Creative problem solver; able to think through complex problems, assimilate different inputs and develop clear solutions to complex problems
Valid driver’s license and ability to obtain a passport

Customer Support Manager Resume Examples & Samples

Day-to-day management of about 20 Customer Support Representatives in Cambridge, MA
Ensuring individual workflow enables the team to reach or exceed customer service SLAs
Managing customer escalations to create positive interactions
Collaborating with internal stakeholders on process improvement & software usability patterns
Coaching frontline Customer Support Representatives and Team Leads to help them achieve personal and professional goals
Partnering with recruiting to hire world-class employees
Analyzing customer data to make informed decisions about changes to the team, programming, shift scheduling, staffing, etc

Senior Customer Support Manager Resume Examples & Samples

5+ years of professional experience in a high-volume and extremely fast-paced service-industry or customer support environment
5+ years of experience managing large teams and 3+ years of managing managers
Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations
Prior professional experience with optimization, processes, systematic organization, program/project management
Performance management of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues
Demonstrated Data/Analytics experience; Excel proficiency
Strong attention to detail & project management skills
Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership
Thrive on change and operate flexibly. Willingness to work some weekends and occasional holidays to support a 24/7 operations environment
Strong bias towards action
Optimistic leadership: You have an enthusiastic attitude and are passionate about making magic for our Community. You view every support interaction as a chance to impact our riders and driver partners in a positive way

Customer Support Manager Resume Examples & Samples

3+ years of work experience in a high-volume and extremely fast-paced service-industry or customer support environment including 2+ years of leading large teams
Willingness to work weekends and occasional holidays, in an operational 24/7 environment
Prior experience in leading large and diverse teams
Self motivated with a strong affinity for problem solving, always challenging the status quo and never settling for how something ‘has always been done&#8217
Always willing to roll up your sleeves and tackle something hands-on; you persevere when others fall away

Customer Support Manager Resume Examples & Samples

Selling service contracts, ordering services, up-selling additional services
Identifying service sale opportunities, management of the delivery of the services (entitlement/Service Level Agreement(SLA)
Resolving customer service issues and system outages through the coordination and use of internal and external resources
4+ years customer service / support experience
3+ years customer service / support experienceWant to create a job search agent? Send this job to a friend

Customer Support Manager Resume Examples & Samples

A minimum of 4 + years of experience directly related customer service operations is required
Sales experience and customer soft skills are a plus
Experience overseeing large complex systems with accountable results
Working knowledge of project and business management skills in terms of time lines, business goals, meeting agendas and customer commitments
Excellent written and oral communication skills. Position will require ongoing interface via meetings, conference calls, etc. with customers, sub contractors and other Motorola department representatives
Experience in developing marketing strategies and techniques
Must possess excellent interpersonal, negotiation, presentation, and communication skills, both orally and written, and be competent in PowerPoint, Word, and Excel applications
Ability to lead a project team while aggressively working across Motorola businesses to proactively solve customer problems
Ability to conduct effective/productive meetings
Must be able to work from a P&L statement and be familiar with department finances
4+ years of direct experience in Customer Service/Customer Support.Want to create a job search agent? Send this job to a friend

Customer Support Manager Resume Examples & Samples

Problem solving capability that welcomes a challenge
Documentation skills,
The ability to LISTEN to customers!!
Expert Phone Skills
The ability to resolve conflict calmly and professionally

Customer Support Manager Resume Examples & Samples

Manage a support group which provides post sales technical support and resolves customer cases, as part of a global 24 X 7 support organization
Manage two teams focused on supporting NCR’s Gas Station Point of Sale Solution, providing both L2 and L3 Support (two teams, 15-20 employees overall)
Drive for constant improvement of the customer experience, constantly reviewing and improving support process and procedures
Work to maintain team under budget, while looking for cost efficiency opportunities
Create support Knowledge Base Articles and training materials for new support engineers
Manage the customer service experience and provide on-going reports to both the customers as well as to the leadership team
Recruit additional onsite engineers as needed
Manage and mentor the support engineers and team leads
Ensure the smooth every day running of the Support team, ensuring customer SLAs are met and that the quality targets are reached and maintained
Improve knowledge across the team by training and personal mentoring
Manage customer escalations quickly and effectively, learning from mistakes and implementing new procedures to implement lessons learned
At least 5 years of managerial experience
Technical background (experience in a Customer Facing technical support role is an advantage)
Excellent English skills (written and verbal)
Strong customer facing skills
Organized, efficient, self-motivated, hardworking, cooperative
Relevant technical education (electronics/computers technician/engineer)
Availability for the team, managers and customers during standby shifts (including weekends and holidays)
Be resourceful with a positive, 'can do’ attitude to changes
ITIL background – is an advantage
Visit our careers site for a list of the benefits offered in your region in addition to a competitive base salary and strong work/family programs

Customer Support Manager Resume Examples & Samples

Provide the highest level of customer satisfaction during the delivery of Motorola's Lifecycle Service products to State & Local government customers
Manage government contracts within the State of Georgia with responsibility for successful delivery of Motorola's Service products for systems designed predominantly for and utilized by our State & Local government customers
Manage our business relationships with our Motorola partner community responsible for delivering Service products to our customers
Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base
Prospects must have a valid driver's license and be willing to travel throughout the designated region
3+ years experience in one of the following areas: customer support, project management or sales
Goal oriented self-starter with the skills and ability to successfully manage, develop, and expand State & Local government Service business with limited management supervision
Strong interpersonal communications skills are required
Knowledge of Motorola RF radio systems, voice and data products, sales techniques, and life cycle support services including equipment installation, maintenance, implementation, and management of these services is desired
A solid working knowledge of Microsoft applications, (Word, Excel, PowerPoint), as well as a demonstrated comfort level with other computer applications is required
Bachelors Degree 3+ years experience in one of the following areas: customer support project management or salesWant to create a job search agent? Send this job to a friend

Assistant Customer Support Manager Resume Examples & Samples

Support the Customer Support Manager and the Customer Service Managers in the delivery of their day-to-day responsibilities and deputise for them in their absence
To support the Customer Support Manager in ensuring that the outsource partner is achieving KPIs and SLA
To deliver staff development plans and provide daily, ongoing support to teams member to provide positive customer experience with each contact
To work with the Continuous Improvement team to ensure that the internal and external customer services teams are performing to the highest level through monitoring and training
On-going feedback and coaching to team members in order to achieve the highest possible performance standards within the team in line with the procedure
Ensure that staff are aware of their KPI targets and support them in delivering these
To ensure the outsource team is achieving the compliance targets through effective training and briefings
Deliver KPIs as agreed with management team
To ensure customer queries via all channels i.e.post, telephone, email, live chat, social media are resolved efficiently and within agreed timeframes
To complete and maintain the training schedules as well as highlighting any training and performance trends to your manager
To be proactive in identifying and resolving any problems with the first line agents and developing remediation plans
Work with external third parties (along with the Outsourced Contact Centre Manager) to resolve any issues
Encourage collaboration and gain the trust and support of others, actively engaging with people in other teams and departments to solicit their input and ensure their awareness of key projects/initiatives

Customer Support Manager Resume Examples & Samples

You will be a hands-on support person providing help and support to Kantar Media’s customers; investigating, finding the root cause and solving customers' problems
Managing a team of 3-4 customer service supporters. This role will require you to make sure you team are fully trained as well as devising processes to guarantee efficiency within the team
Technical Support Ace - continuously learning about our VirtualMeter products and services and keeping up to date with changes as well escalating unresolved issues to software development with comprehensive information for reproducing the issues
As the Customer Support Manager you will need to be able to assess the level of customer support being provided by the team and formulate efficient procedures, ensuring SLA’s are being met
Understanding of web, mobile application and backend technologies | Experience in software development (back end/front end) whether this is self-taught or limited professional experience will help
Organisation | This role is extremely fast paced and requires someone to be highly organised. An operational background could be beneficial
Inquisitive nature | Investigating, finding the root cause and solving customers' problems is a fundamental part of this role
Team Leadership | This candidate will be assessed on examples of providing direction, instructions and guidance to a team, as well as being able identify areas of development within an individual

Senior Customer Support Manager Resume Examples & Samples

5+ years of professional experience in a high-volume and highly productive service-industry or customer support environment
Prior professional experience with optimization, processes, systematic organization, program/project ownership
Performance guidance of large teams, creating and implementing policy, mentoring and coaching, as well as stakeholder manager and communications about high visibility and time sensitive issues
Thorough attention to detail & project management skills
Meaningful bias towards action

Senior Customer Support Manager Resume Examples & Samples

Demonstrated Data/Analytics experience; Excel proficiency is preferred
Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength
A high bar across the board - from your own contributions to the people you work with to the products you work on

Customer Support Manager Resume Examples & Samples

Resolves and directs technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer-based satisfaction
Develops plans and objectives and participates in cross-functional projects to improve operational performance for the organization
Ensure that our customer support team is laser focused on hitting and exceeding important metrics related to client satisfaction. Take your obsession with metrics and constantly work to improve
Detail-oriented and highly skilled at collaborative management, team building, and developing strong organizational relationships
Excellent analytical, verbal, written, and presentation skills with the ability to present to senior management a must
Familiarity with various computer systems and applications including web browsers, file formats, network and security/firewall issues technologies
Must be a leader and motivator with a clear understanding of market requirements, customer service industry, and the challenges of a support organization in a changing company
Requires a Bachelor's Degree (i.e. Business, Marketing, IT related, Communications or a related area that emphasizes critical thinking, good writing and communications skills) with 3-5 years of experience managing technical customer support in a team based call center environment

Customer Support Manager Resume Examples & Samples

Act as second tier escalation point for all customer support requests, while providing guidance and support to empower the customer support team
Communicate with customers via email, phone, and social media platforms
Triage customer's problems and find solutions; resolve complaints
Manage support issues surrounding customer honoraria, contests and other payments
Research and resolve technical problems (Identify technical error trends to both the frontline support and leadership teams, providing guidance in support of continuous improvement efforts)
Proactively partner cross functionally to research, align, and analyze targets with recommendations for identified operational gaps
Aggregate and report on customer feedback and liaise with product and management teams, include adding to Customer Support Knowledge Base
Participate in hiring and training processes
Coordinate the development, documentation, implementation, and evaluation of continuous quality improvement policies and procedures
Analyze user trends, data and statistics - compilation of all monthly aggregate as well as operational reporting
Ongoing analysis of our customer database providing insights to marketing managers about database growth/changes, website activity patterns, response trends by marketing channel, patient care trends and more
Bachelor’s Degree or equivalent experience required
3+ years of experience in customer service management for a web-based product or service
Must have strong documentation skills to create and maintain written operational procedures
Solution oriented versatile leader
Demonstrated decision-making and problem-solving ability combined with strong analytical, quantitative and creative skills
Strategic planning and analysis
Solid knowledge of CRM tools or customer service portals (e.g. Parature)
Coaching and mentoring skills
Strong interpersonal, organizational, verbal and written communication skills
Knowledge of MS Office Suite, specifically proficient in MS Excel

Technical Customer Support Manager Resume Examples & Samples

Requires a bachelor's degree or equivalent work experience
7 years+ of experience working in a technical call center or technical helpdesk
Strong understanding of call center practices with the ability to meet SLAs
4+ years of experience managing technical call center or helpdesk employees
Metrics and data driven management style
Demonstrated ability to coach, mentor, and manage employees
Experience implementing process improvements and operational policies
Must be able to work in a dynamic, fast-paced environment
Effective communication skills with the ability to prioritize, problem solve, and multitask is critical
Experience working with government records is a plus
Must be currently eligible to work in the US for any employer without sponsorship
Must consent to and successfully clear all required pre-employment screenings (background and substance abuse)

Director Customer Support Manager Resume Examples & Samples

Manages to the regional AOP CSS P/L
Develops and implements hardware, software, solution support strategies, policies, and programs
Oversees the CSS region managers to drive continuous improvements for our customers
Gathers necessary information to facilitate a positive experience for the customer. Determines with the CSS the resources needed for each install/upgrade of product and/or implementation services
Assigns staff to ensure the appropriate skills/knowledge are leveraged to support the customer
Develops and maintains relationships with customers
Serves as an escalation point for a variety of customer service/support issues. Identifies and leads product/process issues and/or trends that need improvement
Oversees business strategy for the region
Reviews quotes/contracts as needed per AOP guidelines
College degree or equivalent work and educational experience
10+ years in related management field
Background in customer service, experience managing remote teams and wide geographies
Experience hiring field customer service engineers, reviewing and directing as well as coordinating education for the teams
International service management experience is a plus

Senior Manager Customer Support Manager Resume Examples & Samples

Develops and maintain relationships with customers
Coordinated new installs/upgrades with Sales Account teams
Gather necessary information to facilitate a positive experience for the customer
Determines resources needed for each install/upgrade of product and/or implementation services
Serves as an escalation point for a variety of customer service/support issues
7-10+ years of management experience leading technical people
Strong knowledge of the Storage industry, products and solutions
An energetic, resourceful and hands-on individual with a strong customer service orientation; someone who commits himself/herself fully and who is dedicated to developing and delivering outstanding work; focused on continuing improvements to the organization in striving for excellence
Ability to successfully manage several simultaneous priorities and projects with deadlines and effectively manage workload prioritization
Trustworthy with high integrity. Someone who can be counted on to do the "right thing" for the people, the member community and the shareholders, balancing all constituencies without compromising integrity
Effectively manages time and stress, and assists employees with same
Ability to collaborate with patience while driving against tight timelines
Ability to use financial/quantitative data
Demonstrated project planning and project management skills and proven success in managing large, cross-functional projects and resources

Customer Support Manager Resume Examples & Samples

Leading team to deliver against a set of high level goals & objectives
Continuous evolution of CSM role to meet new business demands & initiatives
Strategic, collaborative engagement with support, service, supply chain & sales organizations
Drive Prevention across the organization through a structured process and system
Work with customers at all levels to ensure best possible outcome
Growth and development of our people; create best place to work
Achieve best in class VIA results
Direct and frequent engagement with Sales or Account teams
Ability to travel up to 25% - 40%, often on short notice
First level university degree or equivalent experience required. Engineering degree or equivalent technical experience a strong plus
Minimum 5 or more years of related work experience, including 1 year of people management or lead experience desired
Excellent communication skills, English above 95%
Strong leadership skills, including coaching, team-building, and conflict resolution

Customer Support Manager Resume Examples & Samples

Minimum of 6 years work experience in at least one of the following areas
Experience in a customer service or customer facing role
Experience with creative problem solving for new and undocumented issues
Proven ability to manage multiple tasks or projects with changing priorities
Superior customer service skills with experience in handling difficult customer situations
Experience working flexible/weekend hours in order to meet customer needs
Language skills preferred but not essential
Experience working within the Procurement domain preferred
4 year degree preferred
General understanding of technical concepts related to enterprise software
Understanding of the business impact of an issue within the product
Experience in receiving customer issues and understanding the business impact within Procurement technology
Experience in handling customer issues and understanding the impact of the issue on the customer business

IT Customer Support Manager Resume Examples & Samples

Responsible for overall frontline support for staff and management of Help Desk ticket queue
Identify and evaluate hardware and software issues as well as detect and resolve connectivity problems. This includes system and software instructional documentation and minor technical repairs and troubleshooting
Proactively maintain hardware equipment, printers and networking equipment and ensure that supplies are available
Troubleshoot routine application and hardware problems for users, promote best practices and share application knowledge with users
Contribute to problem-resolution database and a knowledge-base for users to access
Demonstrate technical skills in the area of networking, communications, and information management relevant for work assignments and ongoing support
Maintain and expand technical knowledge by attending educational workshops, establishing personal networks and participating in professional associations
Modify, disable, and reset passwords for accounts; and manage computers in Active Directory
Document technical systems process and procedures and is actively involved in promoting new technologies or new systems or procedures
Participate in the development of the department's strategic plans, training materials and tools
Effectively train and mentor staff on Chemonics' tools and systems
Supervise, develop, and evaluate assigned staff. Ensure that staff receive regular constructive performance feedback, prompt resolution of problems, and time and opportunity to grow professionally
Performs other responsibilities and duties as required
Minimum three years technical help desk experience with increased responsibility or team lead experience
Ability to conceptualize, plan, manage, and support network environments. Demonstrated understanding of Microsoft operating systems, Microsoft Office applications, networking, and PC hardware
Excellent oral and written communication skills, including the ability to present ideas in a user-friendly language to non-technical staff and end users
Help desk manager certification desired
Experience with Cherwell/FootPrints a plus
Ability to solve technical, managerial or operational problems and evaluate options based on relevant information, resources, well-rounded experience, and knowledge
Experience living or working in developing countries preferred
Willingness to work overseas for up to 4-8 weeks per year and to consider long-term overseas assignments
Strong organizational and work prioritization skills and attention to detail
Supervisory experience a plus
Demonstrated independent thinking, judgment, and respect for others
Demonstrated leadership, versatility, and integrity
Knowledge of company’s main client and its operations preferred
Fluency in a foreign language desired

Customer Support Manager Resume Examples & Samples

Marketing & Sales materials administration / logistics, CMLR process support (ZINC)
Develop, implement and communicate customer support policies and procedures
Oversee the achievement and maintenance of agreed customer support levels and standards liaising with Commercial Lead
Direct the daily operations of the customer support team
Plan, prioritise and delegate work tasks to ensure proper functioning of the team
Ensure the necessary resources and tools are available for quality customer support delivery
Handle complex and escalated customer support issues, review customer complaints and track customer complaint resolution
Monitor accuracy of reporting and data base information, analyse relevant data to determine customer support outputs
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with line manager to support and implement strategies to support the business
Co-ordinate and manage customer support projects and initiatives
Monitor the quality and service performance metrics for suppliers in the areas of A&P printing, distribution, storage, recall, and destruction
Evaluate and performance manage team, identify and address team training and coaching needs
Carry out other related tasks as required by the line manager
In-depth knowledge of customer support principles and practices

District Customer Support Manager Resume Examples & Samples

Accountable to Customer Support Marketing and Sales Director
Dotted Line responsibility to District Directors
Parts sales, service sales, volume, inventory, customer satisfaction, usage of available Volvo CE tools, dealer participation (e.g. training, COE, customer support marketing plan / programs etc.)
Customer Support commercial growth
Direct the establishment of mutually agreed upon objectives for parts and service sales growth (Business plans)
Dealer improvement in customer support performance and absorption rate
Assess and support dealer parts and service training needs within the APR
Optimize parts and service sales potential in APR
Drive the Circle of Excellence (COE) program within the dealers
Coordinate all Customer Satisfaction Issues (Technical or Business)
Establish Business Relationship between Volvo and Dealer
Motivate dealer customer support personnel on selling customer support agreements
Monitor CSI process and work with the DBM in the closing of open CSI Hot sheets and improving overall customer support performance
Coordinate the process of product problem identification and resolution between the dealer and Technical Support Group and BL/BAs
Warranty / policy administration, recommendation and resolution
Minimum of five years relevant product experience in same or related industry required

Customer Support Manager, Cummins Atlantic Resume Examples & Samples

Oversee all sales
Supervision of Customer Support Representatives
Ensure appropriate interfaces between customers and CSRs
Manage and assist in staff training
Communicate effectively with other departments to positively impact the customer experience
Maintain a strong and positive relationship with all customers

Senior Customer Support Manager Resume Examples & Samples

Indirectly manage and lead CSMs
Act as point of escalation for CSMs and customers for a specific segmentation or a sub region
Drive MOS and Standard Work for CSMs in cooperation with Sr. C&PS Director
Act as CCT Lead for CSM and partner with Business and Sales on pursuits
Create MOS to address lowest performing PNs and sites; drive actions with the site leaders
Work with Orders Team and Repairs CSO teams for best strategy to support customers in the region and PODS
Act as change agent and Lead the deployment of key initiatives and business solutions
Collaborate with Sales and Business on new deals to ensure contracts are written for seamless execution
Provide training tools and coaching to team members
Minimum 5 years of indirect leadership experience
MBA or other advanced degree preferred
Six Sigma Blackbelt certification
PMP certification
Demonstrated partnering skills with key internal and external customers
Ability to quickly adapt to differing leadership styles across multiple customer business teams
Ability to drive change within peer group and with customer business teams resulting in a higher level of consistency across teams and an elimination of non-value added activities
Ability to present complex technical and support issues at peer and executive levels (internal/external customers)
Proven track record of effectively managing diverse, global teams - Business acumen on contractual requirements

Internal Customer Support Manager Resume Examples & Samples

One point of contact for internal customers (factories) regarding manufacturing equipment needs
Own and drive the equipment change board
Project managed smaller equipment projects
Visit internal customer to understand needs and align equipment strategy
Coordinate and prioritize tasks for customer support team
Documentation of own project

Customer Support Manager Resume Examples & Samples

Train servicing agent as required to follow through on remaining contract obligations. Monitor contract performance and manage corrective actions to close any shortfalls in performance
Coordinate project start-up with customer and servicing agent after sale is complete. Manage assembly, commissioning and delivery of machines to customers in line with contract delivery terms
Structure support terms for the sale of new machines in the market (delivery terms, up time and operating cost guarantees, etc)
Serve as mediator to resolve any disputes between the customer and servicing agent. Execute policy settlements (outside warranty) on behalf of KAC. Settlements will need to be authorized by KAC if the settlement value exceeds $10,000 per issue
Conduct scheduled meetings with customers to manage product acceptance through continuous improvement using Komatsu's JoiFUL process
Support servicing agent with diagnosing and resolving technical problems on machines
Compile reports to document quality issues on the machines in the market on an ongoing basis for KAC factory engineering review. Coordinate field investigations or testing required by KAC
Coordinate the implementation of any post and pre-delivery KAC factory updates to the machines with the servicing agent and the customer
Manage training plans to improve KAC machine support capability levels for the servicing agent personnel. Conduct ongoing training courses for the servicing agent and the customer on machine systems (VHMS, PLM, GE Control, Siemens Control, Interface Module, etc.) and on KAC Service systems (Warranty, CSS Portal, SMAP, etc.)
Education: Associate’s Degree or technical training related to the repair and service of heavy equipment. Four year college degree preferred
Experience 15 years industry experience in the repair and service of heavy equipment or 8 years Komatsu and 2 years’ service management experience preferred. Demonstrated success in a project management role
Good interpersonal skills/effective communicator: successful candidate must demonstrate exceptional verbal and written communication skills with the ability to demonstrate technical details/facts
Computer skills: Proficient PC skills in Microsoft Office. Familiarity with the Internet helpful
Technical skills: Excellent knowledge of electrical and hydraulic systems required
Travel: Requires travel up to 75%
Spanish as a second language is preferred

Customer Support Manager, Cummins Atlantic Resume Examples & Samples

Achieve and continuously improve customer service levels
Manage inventory levels and targets
Ensure internal and external customers' expectations and requirements are met
Ensure common processes are being utilized and internal controls are in place

Customer Support Manager, Mercedes Resume Examples & Samples

As a member of the product management & operations team you will be responsible for a high level of customer satisfaction by coordinating the technology supplier, the Customer Assistance Center (CAC) and central support entities
You will define and design escalation processes
You will derive and evaluate requirements regarding technical support instances
As part of the support knowledge management, you will transfer product innovations and best practices into the knowledge base
You will collect non-technical support cases and enter the responds into support data bases
You will clear non-technical support tickets level 3
You will be responsible for the support and escalation of customer complaints
You will design and take care of a concept to evaluate customer satisfaction and service quality
You will monitor and report customer satisfaction and service quality and derive respective measure for improvement
You have successfully completed your studies with a university or comparable academic degree in business administration, industrial engineering, business IT or comparable field of study
You have acquired several years of relevant professional experience (at least 2 years) in customer service/ support or related fields
Ideally, you have additional qualifications in customer service or process management
You have fluent business English and German skills (spoken and written), knowledge of French/Spanish/ Italian is of advantage
You have a deep understanding of customer satisfaction
You are passionate about the subjects connected car/ digital services/ automotive app/ telematics
You are a self-starter with hands-on mentality and a strong ability to put ideas into Action

Customer Support Manager Resume Examples & Samples

Manage local relationship with the existing SCM vender and client sourcing offices to ensure these are well maintained. Expand the network to the non-SCM related departments in the shippers’ organization to maximize the total growth potential
Engage Customer Service Ofice in daily review metrics by providing visibility through understand of customer need and Support by conducting local workshops and education sessions for shippers. Facilitate customer and destination visits to make sure these are well arranged, especially at the locations where Damco do not have a CSO
Continue to drive service excellence by focusing on the relevant client specific KPIs and vendor compliance performance
Follow up with overdue AR and ensure settlement within agreed timeline
5-8 years of logistics industry experience with the strong understanding of the local practices
Ability to organize events to continuously improve shipper relationship via workshop, destination visit and meeting with local Damco teams etc

Customer Support Manager Resume Examples & Samples

Relevant Bachelor’s degree [Major – IT/Business]
At least 5 – 7 years’ experience in running a high performing support center
Experience in Technical Support/Trouble Shooting Hardware and Software
Strong written and verbal communication skills with the ability to communicate effectively
Passionate customer service orientation with experience in managing multiple stakeholders
Ability to work within a fast-paced, change embracing corporate culture
Critical thinking and problem solving skills, and a high level of attention to detail
Displays sound business judgment and decision making capability
Displays high level of self-motivation
Honesty, integrity and a strong level of drive and determination
Experience with GPS products and mobile devices advantageous
Passionate career aspiration, with the ability and drive to seek new opportunities and personal growth

Customer Support Manager Resume Examples & Samples

Create, implement and monitor customer support strategy and ensure to meet the target
Develop and participate in customer support related development projects
Provide resolution to customer issues by coordinating with front-end and other teams
Ensure timely issue of invoice for revenue generation, oversee price quotes to customers and follow up on customer issues relating to credit
Coordinate with related teams to provide solution for special customer requests
Prepare reports, review and analyze performance against standards and suggest improvement plans

Customer Support Manager Resume Examples & Samples

Management of a technical support team
Manage visible cases and ensure outstanding customer service levels
Lead calls with internal stakeholders to review status and updates
Identify skill gaps of current staff and assist team members in development plans and actions
Monitor relevant reports and tools to identify, address, and proactively engage employees to correct: long calls, misuse of cases and compliance issues
Manage queues within CRM and monitor all open and aging cases daily

Customer Support Manager Resume Examples & Samples

Daily management of the both departments (CPD / CS) ensuring that these provide a full support service to the Global/Regional Account Managers in all matters relating to the service of the accounts
Opportunity creation and maintenance
Preparing offers / quotes / pricing
Correct order entry and secure a proper communication about delayed orders and complaints to the customer
Maintaining accurate and complete product/customer submission and pricing records and ensure that these are reflected in IFF operational systems
Ordering and progress tracking of samples and required documentation
As appropriate ensure orders and communications related to these are dealt with efficiently and correctly
Keeping the customer up to date at all times in all matters related to samples and orders
Support Account Managers with preparation of customer visits
Liaise with Creation, Application, Supply Chain and other departments in case specific issues cannot be resolved by normal CPD / CS partner to ensure appropriate and timely response to both external and internal customers
Ensure that the Customer Support/Service processes are followed
Customer Service issues with the assistance of the process owner
Be actively involved in monitoring that Business Development and Operational policies are communicated, followed and enforced
Be the prime contact point for Sales/CPD/ CS Issues within D/A/CH region
Coordinate training of new employees as well as ensure maintenance of user knowledge of IFFMan
Optimize Customer Support
Build strong link between Sales Support/ Order Management team, Account Managers and Customer Service Teams
Align Headcount requirements
Embed problem solving skills in all Customer Service and Order Management reps
Execute PMP process to assure individual development of representatives and enhance team competencies
Cooperation with GRA concerning customer requests related to EU food law, flavor declaration, etc
Support FSM in preparation of monthly reports like sales figures, budget review, etc
Excellent Computer Skills
Fluent in German, English and additional language skills considered a plus
Excellent communications skills emphasised on being tactful and convincing
Accurate and well organized
Open personality with a flexible approach
Mentoring, coaching and leadership skills
Extensive Customer Support experience
Business diploma or degree equivalent

Credit Operations Customer Support Manager Resume Examples & Samples

Considerable knowledge of credit policies, programs, financial analysis and related documentation
Extensive knowledge of secured lending requirements
Advanced knowledge of applicable federal and state laws and regulations
Proficient computer skills with thorough knowledge of computer applications used in area
Strong management and organizational skills

Customer Support Manager Resume Examples & Samples

Manage & balance workload of the Customer Support team. Assign daily tasks to the CSC’s and manage the phone and email traffic coming into the team to ensure that customers are dealt with fairly and efficiently
Undertake performance management and fortnightly 1:1 s with the customer support team
Ensure effective training of the customer support team against the requirements and processes in the CS operations manual. Ensure that all face to face communications with customers are handled professionally
Manage and allocate any NHBC inspections and other inspections as required
Oversee, balance and co-ordinate the scheduling of CSO diaries
Oversee balance and co-ordinate the scheduling of CRM’s diaries
Maintain reasonable timescales for customers for any remediation works, and ensure that customers are kept informed throughout any process taking place in their home

Customer Support Manager Resume Examples & Samples

10 years or more of experience in the software industry with a minimum of 7 years or more experience of related working experience in a Customer Support Center function in a managerial capacity
BS/BA degree or equivalent technical experience, MBA a significant plus
Track record of accomplishment and effectiveness within organizations
Familiarity with CRM or incident tracking and management systems such as Siebel, Salesforce, Remedy, Clarify, etc

Service & Customer Support Manager Resume Examples & Samples

Help create enterprise global industrial product support strategies to assure customer satisfaction with IPSD engine service experience
Accurately forecast and judiciously manage IPSD engine warranty expense
Provide fast expert technical support/troubleshooting assistance to dealers, distributors, OEMs, end customers, and field personnel
Assist product organizations to quickly identify and resolve product health issues affecting IPSD customers
Assure that IPSD engine products are properly applied and installed by providing accurate & timely application and installation engineering services and training to distributors, dealers, and OEMs
Troubleshooting/technical assistance: provide global trained experts to provide technical help desk assistance to dealers, distributors, field personnel, and OEMs; provide global expert product service engineers to assist help desk personnel to resolve product issues; provide advanced troubleshooting personnel that provide on-site troubleshooting assistance at job sites, dealers, distributors, and OEM locations; and develop relationships with and provide technical support to Caterpillar consuming industry group organizations
New Product Introduction Field Follow: Provide experienced service engineers to assist machine product groups in monitoring new products operating in customer applications for the purpose of validation, train dealers/distributors to support the new products, and render fast on-site troubleshooting assistance when needed
Supervision: Supervise three Regional Service & Customer Support managers who are responsible for all IPSD technical support within their assigned region and one Technical Support Services manager responsible for managing IPSD warranty expense, assuring dealer/distributor product support readiness for all IPSD new product introductions, dealer/distributor technical training, and dealer/distributor service publications
Emerging issue identification: Identify, analyze, prioritize and communicate actionable information on product health issues negatively impacting customer satisfaction to IPSD product organizations
Customer quality expectations: Drive product organizations to meet customer product quality and product issue resolution response expectations
NPI Readiness: Develop and release service publications, service tooling and service training necessary to support new product introductions
Warranty & reliability: Provide warranty claim adjudication and oversight, warranty and reliability analysis, analysis process/tool development, and reporting
Application & installation engineering: Provide expert engineering services to direct OEM customers and dealers/distributors to assure that IPSD products are properly applied and installed. Provide training to dealer/distributor engineering personnel responsible for application and installation engineering of dealer sold IPSD products
Customer satisfaction: Assure that IPSD and IPSD dealers/distributors measure and meet customer satisfaction with their service experiences
Dealer/distributor service capability: Assist IPSD field organizations to measure, document, and improve dealer/distributor capability to service IPSD products
Talent Development: Acting as the senior IPSD technical support manager, assure that IPSD recruits, deploys, and develops capable and diverse technical support talent globally
Requires a Bachelors degree from an accredited university
Broad industry knowledge and at least 10 years experience in one of the following - dealer, end user, OEM, or engine experience
15+ years of progressively responsible job-related experience in the industry
Current knowledge of diesel engine technology
Knowledge of dealers, service operations, and warranty processes
Previous managerial experience
Strong product support background
Familiar with company policies and procedures with a strong department background
Hold a technical university degree
Past experience in working with Caterpillar dealers and customers
Ability to work in other languages in addition to English
Global experience, including an assignment working in a business unit outside North America
Leadership, teamwork, flexibility, ability to prioritize, and good communication skills
Excellent interpersonal skills to deal with sensitive issues, develop others, or persuade others inside and outside the department to take specific actions

Customer Support Manager Resume Examples & Samples

Strategy: Creates, implements, monitors and reviews customer support strategy for LPG Service. Implements Division / BU / PG strategy at a local level as it relates to customer support. Active member of LPG Service Staff in establish local 2020 strategy for unit
Targets: Defines key targets and ensures these are achieved for the customer support. Where applicable drives team to achieve overall LPG Service performance metrics
Process development: Develops, implements, and maintains customer support processes. Participates in customer support related development projects (e.g. tools, competences, resources)
Order Handling: Oversees the processing of orders to ensure that customers receive accurate & timely delivery of service offerings, and acts as first port of call to customers’ questions & orders. Builds long-term and sustainable customer relationships, and prioritizes the work according to the defined criteria, in order to ensure consistent customer satisfaction
Customer assistance: Ensures the resolution of customer issues (e.g. order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams to meet / exceed customer needs
Project execution & control: Supervises project execution & performance management through project reviews with management & Project Managers to ensure contract fulfilment, and approves any project deviations. Takes an active role in resolving escalated issues, especially those raised by the customer. Ensures the portfolio of projects follows good methodology & execution practices in accordance with internal standard procedures, and projects are closed as per contracts entered with customers
Instruction & Guidelines: Leads & oversees the project execution teams to ensure ABB policies are consistently followed. Develops, customizes and continuously improves standard processes & work instructions by adopting ABB and external best practices. Ensures that lessons learned from project execution are analyzed and conclusions are incorporated in continuous improvement actions
Invoicing & credit limits: Ensures timely issue of invoices for revenue generation. Identifies & closely follows up on customer issues relating to credit
Special requests: Recommends appropriate solution for special customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. resourcing, quotes, price lists, invoice) is in place
Reporting: Establishes regular reports & statistics of the customer support process. Reviews & analyzes performance against standards and prepares improvement plans
People leadership and development: Ensures (with HR Manager support) that the area of responsibility is properly organized, staffed, skilled and directed. Coaches, motivates and develops direct and indirect subordinates within HR policies. Drives and ensures know-how sharing and cross-collaboration
Bachelor’s degree in Engineering or Business
12 plus years of marketing, sales experience, customer service, project management
Previous work experience in a service environment
Excellent organization & time management skills
Demonstrated written & verbal communication skills
Strong interpersonal & intercultural communication skills
Willingness to travel on occasion
Knowledge of high voltage products and their application in power transmission systems is preferred

Ariba Customer Support Manager Resume Examples & Samples

Minimum 1-year Contact Centre Management experience with track record in achieving service levels and customer satisfaction performance results
Strong procedural knowledge of Global Customer Support operations
Workforce management experience
Experience in developing and implementing performance measures to increase and monitor individual and team productivity
Exceptional communication and team building skills
Strong problem solving, analytical, and organizational skills
Ability to continually adapt and modify processes, style, and approach in an ever-changing work environment
Experience in developing processes to increase customer satisfaction while achieving internal productivity targets
Experience and/or education in working with individuals from diverse cultures
Exceptional coaching and people management skills
Proven leadership training and experience
Solid business judgment. Proven ability to make sound and timely business decisions in Ariba best interests
Strong knowledge and experience in developing work process flows and implementing continuous process improvements to increase customer satisfaction
Experience in developing and implementing performance measures to increase and monitor individual and team productivity and performance
Minimum of four years working experience in Call Center

Customer Support Manager Resume Examples & Samples

Proactively report competitor's technical and commercial activities when information is available
Responsible for identifying marketing opportunities with the relevant SafranLS commercial teams
Maintain a level of working hours flexibility in order to manage regional time zone difference with European, or other SafranLS offices in the course of their daily duties

Customer Support Manager Resume Examples & Samples

Creates, develops and pro-actively manages relationships with customers and internal key contacts
Grow existing customer APE and income by increasing plan member take up and developing relationships that lead to repeat sales and cross selling referrals
Attendance & participation as required at trustee, customer meetings and other corporate events
Gather existing customer feedback and report as required
Support product development through user acceptance testing and other similar activities
Respond to written and verbal enquiries received from members / scheme administrators / sponsors as required
Understand and comply with responsibilities associated with regulatory bodies and understand how they may affect the customer
Working with client service team colleagues ensure we deliver on our service proposition [SLA’s]
Strengthen key relationships within client service team
Support and deliver ZIO training, usage and query management
Work with administration teams to tailor administration processes to suit client’s day to day business requirements and ensure ZIO is fully utilised to the mutual benefit of Zurich & the Client
Manage and / or support site and customer visits
Act as key scheme point of contact for all scheme administration related issues and enquiries and escalation POC for out of SLA member level issues
Demonstrate alignment to customer values & identity through knowledge of client business
Interpretation of data & identification of significant information [e.g. trends] for CRM
Structures information to meet the needs and understanding of the intended recipient
Proactively reviews scheme activity and where appropriate promotes tools to target new joiners and incremental business as guided by CRM
Provide accurate, compliant and timely scheme reports for Customers & CRM as requested or assigned
Review overall MI trends for opportunities or issues
Promote use of ZIO and other web resources to increase efficiency and improve the overall customer experience
Maintaining up-to-date records of customer contact and activity [through RCT & other interfaces]
Uses knowledge to develop others and drive best practice
Sound general educational background
Progress towards certification in pensions, risk, insurance or employee benefits would be desirable and/or
Experience of corporate customer administration and / or relationship management
Familiarity with corporate customer needs and those of their advisers
A good understanding of our international savings proposition
A sound understanding of the compliance requirements affecting dealings with Intermediaries, Trustees, Companies and members as they relate to ZCSI products
A thorough knowledge of ZIO
An ability to understand, interpret and translate customer enquiries into resolution actions
Excellent telephone and face to face communication skills
Proven internal and external relationship building skills
Excellent communication & influencing ability
Excellent personal planning and organization capability
Basic negotiation capability

Associate Customer Support Manager Resume Examples & Samples

The Associate CSM is responsible for the overall success and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola. Key responsibilities include
Services Contract
Manage third party vendors as needed
Manage contract change management as needed
Work with National System Service (NSS) for contract loading, renewals, and service contract change order requests
Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
Oversee the change implementation into service delivery operations in coordination with Customer
Work with customers on up-sell / cross-sell
Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs
Achieve stated on time contract renewal goal
Achieve stated services growth goal for assigned contracts

Field Operations & Customer Support Manager Resume Examples & Samples

Take responsible for the delivery of the regional service order intake, revenue delivery and profit through identification and management of appropriate service streams including contract and warranty conversion, online spares, production contract differentiation and target upgrade opportunities
Manage the installation through acceptances/sign-off phase for all systems to achieve acceptance and system payment and release of deferred revenue to target. Manage outstanding issues ensuring all items are closed out post acceptance
Manage and ensure a future ready regional Field Service Team that can deliver production focused service and has skills, knowledge and training as required
Manage service inventory including the analysis of demand, making recommendations regarding stocking levels, forecasting future needs, managing repairable assets and obsolescence
Implement global maintenance and service excellence requirements in region. Maintain and govern the standards and measures that support this, drive improvement and reduce non-compliance and inefficiency. (e.g. FCOs)
Support the effective and timely deployment of technical solutions with appropriate tools, processes and resources

Application & Customer Support Manager Resume Examples & Samples

First line of support for various custom-built applications
Manage and prioritize business requirements from appropriate stakeholders, identify issues and risk and communicate back to the business
Work with business and technology teams to test the new Salesforce custom-developed application, giving feedback on how to improve the existing system and to report any errors, while providing production support for Rome1 and ultimately ROME VNext
Be the single point of contact for our business partners on assigned projects and escalate as needed and monitor status and quickly resolve issues throughout the process
Report on progress and communicate important information to all business partners and stakeholder
Manage and lead internal and external resources, creatively solving problems and coordinating issue resolution
Assure quality and integrity of support, based on comprehensive testing and attention to detail
Maintain excellent communication with all levels of management, be responsive to customers, and provide appropriate mentoring, training and cross-training to other team members
Develop system to track metrics and measure performance. Measure and monitor progress against goals and backlog items per system
Help define process improvements and provide feedback for initiatives that part of the strategic goals of IT
Responsible for support execution, follow-up and relevant upward communication to managers
Bachelors degree in IT, Finance, Accounting or Business Administration, or equivalent work experience
5 - 7 years experience managing projects in an IT or Corp environment
Experience with providing customer support
Basic SQL querying ability is a huge plus
Experience troubleshooting issues with remote customers (e.g. VPN, Network issues, browser settings, host file manipulation for both Mac and Windows)
Demonstrated proficiency authoring and gathering business requirements, meeting deadlines, tracking issues and risks, and managing a software application or operation
General understanding of web technologies, application development, quality assurance, and user experience design
Applicant should be a functional and operational technology generalist with a strong understanding of various platforms
Financial Systems experience a plus (e.g. Oracle, Concur, Workday, SAP Business One)
Concert promotion and ticketing industry experience a plus
Exposure to Agile methodologies a plus

CRM Customer Support Manager Resume Examples & Samples

At least 4 years of experience identifying supply challenges and work resolutions to ensure timely fulfillment
At least 4 years of experience translating demand needs into supply plans, including working with I/T Architecture
At least 4 years of experience developing I/T solution options, including architecture and high-level designs
At least 8 years of experience identifying supply challenges and work resolutions to ensure timely fulfillment
At least 8 years of experience translating demand needs into supply plans, including working with I/T Architecture
At least 8 years of experience development following a formal/structured methodology, including analyzing and documentation of Logistics Management Information Systems (LMIS)
At least 6 years of experience implementing NGO Systems Strengthening in both short-term and long-term technical assistance to supported countries in supply chain management and commodity security
At least 8 years of experience developing I/T solution options, including architecture and high-level designs
At least 4 years of experience with international development projects, health commodity supply chain systems, or providing technical assistance to developing countries

Customer Support Manager, Iata Resume Examples & Samples

Responsible for selling a broad range of UTC Aerospace Systems aftermarket products and services for fixed and rotary wing platforms operated by military customers in the Americas
Responsible for new business growth as well as to maintain recurring business with assigned customers, with emphasis on securing Long Term Agreements for recurring business
Develop and maintain customer sales and order forecasts and achieve customer territory business capture sales plan for Spares, Retrofits, MRO and Strategic long-term agreement programs
Responsible for achieving spares, retrofits, upgrades, repairs, and long term contract sales plans for assigned customers
Responsible to identify business opportunities and develop strategies for achieving business growth in their assigned customers, including identification of future retrofit concept opportunities
Responsible to gather market intelligence information
Responsible to provide recommendations to support repair, spares and inventory forecast/planning as well as for corporate strategy initiatives
Responsible to coordinate across UTAS Customer Service and Business Unit Representatives to develop and capture new business opportunities
Responsible to facilitate resolution of customer satisfaction issues, leveraging functional Customer Service and Business Unit Team members
Responsible to coordinate and lead business reviews and executive visits as required
Responsible to develop and maintain executive level customer information and strategy summaries
Manage and document sales pursuits in the Company CRM
Minimum 5-7 years of sales and marketing experience in aerospace industry, preferably in the military aftermarket segment
Prior experience with Pratt & Whitney engine business preferred but not required
Candidate must possess excellent communication, organizational, customer relationship management and sales skills
Position will be based at a US- based UTAS site and will involve considerable travel
Proven track record of success in developing new business, closing sales and meeting sales goals
Ability to Identify new business opportunities to expand UTAS existing portfolio of products and services

Customer Support Manager Resume Examples & Samples

Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance
Work with customers to discuss concerns and drive corrective actions to closure
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables

Customer Support Manager Resume Examples & Samples

Management experience and a strong sense of ownership
Able to coach and mentor a team of administrators and be a positive role model to colleagues
Excellent communicator both with students, colleagues and external clients
Highly motivated, energetic and positive
Friendly and approachable manner
Commitment to providing excellent customer service
Awareness and appreciation of cultural differences
Well organised and resourceful, working to deadlines with a flexible approach
Ability to handle difficult situations with ease and remain calm under pressure
Enjoys working in a busy, dynamic, fast-paced environment
Works from the reception area of the school to provide face to face assistance to students and colleagues
Line manages the Customer Support Team (3 people) responsible for providing quality assurance for the support and welfare of students, helping ensure students’ experience is a positive one
Responsible for recruitment, induction, training, appraisals, staff development, target setting and working with the team to ensure targets are met
Ensuring that the Customer Support team are compliant with all aspects of school accreditation and EF policies and procedures
Responsible for oversight of student booking details and database and ensuring deadlines are met in relation to this
Oversight for the welfare of all students, with a focus on students under 18 years of age and ensuring robust procedures are followed to ensure their safety and wellbeing
Responsible for oversight of the Internship program in the school
Responsible for departmental finance, taking direct payments in school and keeping accurate financial records
Responsible for oversight of the student activity and social program
Corresponds with sales colleagues and other incoming calls, emails and queries to ensure correct information and guidance is communicated
Handles direct sales and sales promotions and conducts school tours for walk-in enquiries and prospective students
Prepares and updates information for the welcome package for students
Welcomes new students on arrival and assists with intake and registration each week
Assists students with Erika insurance issues and claims
Helps organise and participates in events and activities for students in school
Proactively works towards whole school goals and targets for KPIs and student satisfaction rates
Mentors a designated group of long-term, academic year students
Acts as one of the school Safeguarding officers
Assists the School Director with disciplinary issues as required
Takes part in an emergency on call rota with other school staff
Assists with other duties as requested by the School Director

Senior Manager Customer Support Manager Resume Examples & Samples

Manage Operational Efficiency
Develop internal and external methods of measuring the service quality and customer satisfaction delivered by HDS CS&S
Participate in the development and submission of the CSS, PBT and Measurement Spend AOP and take ownership of the CS&S AOP
Manage CS&S field support organisation to ensure quality service can be achieved
Continuously monitor CS&S efficiency and identify ways to improve
Lead, developing and maintaining a high performance team
Close interaction: Services Director, GDS Manager, GSS Manager, Sales Manager’s, Country Manager, local account teams
Strong commercial and contractual acumen
Demonstrable critical thinking and prioritization skills
Highly proficient in written and spoken business English
Well organized, adaptable and makes clear and effective decisions
Willingness to accept responsibility and ownership
A proven negotiator who can resolve commercial issues and achieve a “win/win” with both colleagues and customers
Highly proficient and knowledgeable on the systems and processes required to achieve consistent service
Delivery quality and high customer satisfaction across the four main service functions
Excellent skills in leadership and cross functional team collaboration, takes a broader organizational view
Builds teams with a culture focused on execution, accountability and results. Engages the team through their passion and energy. Provides coaching and strong management with a focus on engaging and motivating teams
Demonstrable understanding of market trends in the IT infrastructure space
Innovative, understands the need for and embraces change, effectively planning, preparing and leading change
Operates with the highest integrity and effectively role models and upholds our Company Values; the Hitachi Spirit

Customer Support Manager Resume Examples & Samples

Manages the customer support helpdesk/call center environment including supervising customer support center staff and interacting directly with customers
Uses expertise in customer service and technical knowledge to resolve technical issues regarding use, training, support of the company’s software solutions and configurations
Develops project or operational plans aligned to department's objectives
Assigns authority and responsibilities to employees to execute the plan. Reviews plans' execution, makes appropriate adjustments, and resolves issues
Monitors appropriate metrics to ensure performance to plan
Provides technical direction and guidance to others regarding approved processes, tools, technology and skills for own projects or processes. Ensures workgroup products or processes meet customer, company, quality, industry and regulatory requirements
Provides approval of workgroup technical
Establishes partnerships and relationships with internal customers, stakeholders, peers and direct reports
Applies in-depth understanding of customer service management principles and practices to develop and administer project or operating budgets
Ensures work is completed on schedule and budget
Conveys organizational messages to facilitate the accomplishment of workgroup, project or process goals
Proactively communicates with employees, peers (e.g., fellow first-level managers) and customers
Keeps others informed by communicating project status, conducting and participating in team meetings, providing presentations and listening to employee concerns and suggestions
Communicates policies and directives to enhance employee awareness of expectations
Forecasts resource needs and obtains and manages personnel, facilities, services, equipment and tools to meet project and daily operating requirements
Acquires, deploys and schedules personnel to meet project and operational objectives. Reviews, approves and implements facility, equipment and service plans to maximize productivity and ensure safety, security, environmental and regulatory compliance. Coordinates with providers to achieve timely delivery of resources
Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities
Provides on-going developmental feedback
Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce
Identifies opportunities to improve work-related products and processes within own workgroup, project or process
Engages and empowers employees to make process improvements
Approaches, products and processes

Customer Support Manager Resume Examples & Samples

Actively work with all stakeholders in the chain to deliver improvements and reduce cycle time in times to quote and load orders
Drive Perfect Execution initiatives in Cluj for MEA Flow Solutions Group
Drive and Implement Programs for the Continuous Training on th
Business Process Systems (Toolkit, Symphony, JDE, Oracle, OCM, CRM etc.)
Assuming ownership of metrics reporting and be first point of contact pertaining to these reports
Identify process and or communication gaps and resolve these with the responsible process lead
Develop objectives and tracking mechanisms to ensure the results of work are measurable
Support MEA Customer Care Manager in specific tasks when required
Support Customer Care Manager in preparation of presentation for Board meeting, growth planning conferences
Ensure maximum productivity levels of your direct reports and pro-actively identify and implement improvement/corrective actions where necessary
Development of your direct reports and succession planning
Participate in the recruitment process for your direct reports
Play an active role in ensuring high employee satisfaction and retention
Build and develop strong morale within the team by encouraging, recognizing, and rewarding behaviors that supports the concept of excellence
Coach your group Team Leaders in managing and developing their teams
Optimize and implement mid to long term training plans for members of your group
Conduct performance evaluations in a timely manner for your direct reports along with the Remote Managers
Pro-active participation in the annual salary and organizational reviews of your group
Coordinate and manage HC evaluation with BU leaders
Recruitment of required HC in Romania in collaboration with Flow BU’s leaders and Emerson Cluj HR
Departmental ownership and responsibility for budget of Cluj based team in coordination with MEA BU’s leaders
Active member of the Flow MEA Leadership Team contributing to strategy formulation, implementing key initiatives and maximizing group service level performance
Drive World Class Excellence through sustainable service levels and innovation
Implement and drive the agreed strategies and objectives for your group
Ensure all agreed metrics are measured and appropriate analysis completed
Execute actions to meet and exceed agreed KPI’s and reach Perfect Execution standards
Pro-actively identify improvement and innovation opportunities and implement related actions
Maximize efficiency, productivity and performance levels across all the teams in your group
Ensure that the Emerson business processes are consistently implemented and applied
Optimize usage and standardization of business tools in order to increase efficiency

Customer Support Manager Resume Examples & Samples

Compiles and reviews reports detailing performance indicators, sales trends, and other sales data- related analysis
Supports day-to-day post-sales order transactions (e.g., credits, returns, order entry) and reporting of customer issues, including resolution of basic issues; handles a limited number of highly complex customer accounts
Collaborates with other departments and support groups (e.g., internal sales, audit, operational support, delivery) to resolve routine to moderately complex issues
Helps resolve highly complex customer issues (e.g., distribution, pricing) and proactively follows- to assist external-facing customer service representatives
Owns resolution of highly complex open order (backlog) issues and reaches out to supply chain or factory to determine source of delay; communicates status and assists junior non-exempt members in resolution of escalated issues
Ensures resolution of order management issues for all product lines using specialized subject matter knowledge and is a subject matter expert to other departments (e.g., testing new systems to ensure order management system works correctly)
Typically 6+ years experience in a customer service role
Excellent communication skills. Fluency in English and local language mastery
Advanced knowledge of internal processes and policies
Solid understanding of local legal compliance issues
Demonstrated project management skills
Developing mentoring and coaching skills

Customer Support Manager Resume Examples & Samples

Train call center staff to ensure proper call procedures are followed consistently
Oversee all call center team activities related to warranty and out-of-warranty customer requests, analyze, determine legality of response, cost implications, and drive resolution in support of customer while managing needs of business
Drive and participate in post-sales technical calls
Manage key account customers for after sales activities related to services
Manage contract implementations and warranty requirements
Manage implementation of new Service Orders – Extended Warranty, Spare parts, etc
Interact with sales team to clarify service offers and policies and their implementation
Implementation of new procedures in the call center management process
Manage third party service providers for after-hours call center
Responsible for employee staffing and insure continuous training is provided
Develop and evaluate personnel to improve level of technical/customer support
Manage the customer escalations and provide resolution to customers
Deliver weekly KPI’s to management related to call center activities

Customer Support Manager Resume Examples & Samples

Responsible for developing and managing a strong positive business relationship with the customers
Responsible to continuously drive improvement in Customer Satisfaction metrics
Minimum 5-7 years of sales/ business development experience in aerospace industry, preferably in the military aftermarket
Prior experience working with large OEM accounts preferred; ideally with the Pratt & Whitney engine business
Position will be based at a US- based UTAS site and will involve moderate travel
Ability to Identify new business opportunities to expand UTAS existing portfolio of products and MRO services
Prepare weekly/ monthly reports, update sales pipeline and forecasts as required in CRM system
Collaborate with and support Business Unit BD teams in achieving corporate sales goals and objectives

Technical Customer Support Manager Resume Examples & Samples

Gather, structure and compile answers to respond to technical questions
Support the Area Managers withtechnical advice and consultation and organise technical trainings
Prepare and validate technical contents of different communication tools and presentations
Manage environmental issues in consultations with corporate services
Follow up site-claims or in case court-experts or insurance companies are involved or Umicore is summoned together with other involved departments

Operations & Customer Support Manager Resume Examples & Samples

Deliver an outstanding customer experience, handle escalated customer calls, report customer feedbacks to the Director of the department
Provide insight and reporting to core customer concerns
3 years of fast-paced operations management experience, including hiring and training would be a plus
Proficiency with Excel, Word, Outlook

HP Indigo Customer Support Manager Resume Examples & Samples

TCE & partners’ customers satisfaction from service End-2-End responsibility for elevations within the responsibility area
Coach the channels and drive service improvement activities to ensure high technical level and end-customers satisfaction
Close follow up on channels KPI vs. SLA – parts consumption, calls handling, on-site support, installations etc. Special care in case of key accounts and new product introduction
Channel Management
Review channel / HP service performance
Plan, develop and support channel requests for training,
5 years and more service experience Customer and business oriented, with technical background
Graphic Arts strong advantage
Strong leadership and pressure resistant behaviors
Operational and analytical skills
Proactive, agile, flexible and responsible
Proven project management skills
Hard worker and top performer
Fluent English, more are strong advantage

Customer Support Manager Resume Examples & Samples

Drive issue resolutions for customer on day-to-day basis
Record and track information from customers to provide information. Collaborate and manage priorities with appropriate internal group to address issues
Coordinate and lead multi-level management communication between Vestas and customer
Prepare account summaries for key accounts
Actively communicate proactively and regularly with customer via face-to-face meetings, telephone and email
Assist with answering and addressing contractual questions from customers’ warranty and service agreements
Other tasks as assigned
Bachelor’s Degree in Engineering, Business Administration or related field, or equivalent work experience; wind turbine technical background preferred
5-8 years of experience in one or more of the following areas customer service, customer service administration or technical sales
3-5 years of experience in customer support management role
Ability to develop and foster relationships within and outside the organization
Collaborative team player but able to work independently as needed to get job done
Strong commitment to customer service, quality and continuous improvement of processes
Ability to learn/navigate internal systems to support customer results
Proficient in Microsoft Office, ERP (SAP preferred) experience

Technical Customer Support Manager Resume Examples & Samples

Manage productivity statistics and key performance indicators per team member
Assist with day-to-day operations including managing scheduling, attendance, workflow management, and delegation of responsibilities
Monitor and assess staff to ensure a quality and accuracy of work and report workflow issues and trends back to management
Work in conjunction with management to effectively train and onboard new staff and identify skill gaps of current staff
Recommend to management personnel who need extra training, improvement plans or disciplinary action up to and including termination
Act as coach and manager to team by developing creative and effective methods to motivate and encourage staff to meet goals set by management
Mentor and coach staff to develop the necessary skill set for promotion and advancement opportunities with the immediate business unit or company as a whole. Give accurate feedback in a constructive manner to staff in regard to all aspects of the role, with particular attention to individual development
Complete agent performance reviews and disciplinary action in accordance with company guidelines
Monitor daily staffing levels and key performance indicators as relevant to assigned clients and team members
Utilize all relevant reports and tools to identify, address, and proactively engage (using only limited email interaction) agents to correct: long calls, misuse of states and Salesforce compliance issues
Manage queues within Salesforce and Mitel, identify coaching opportunities per Solution Center Support Specialist and monitor all open and aging cases daily
Monitor group chat and answer any questions
Address all client concerns and/or escalations in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; escalate to manager as needed
Maintain a high and professional level of communication flow both to and from team and management
Suggest to management strategies and methods of improvement for daily operational practices
Strong current Mac & Windows knowledge is required
Exceptional interpersonal and communication skills with a proven track record of quickly building credibility both internally and externally
Effective data analysis and interpretation skills
Effective mentoring and coaching skills
Strong attention to detail, decision making and problem solving skills
Proven ability to motivate a team to achieving defined results, and exceeding goals and objectives
Strong leadership skills. Ability to maintain a fun, casual, professional and productive team atmosphere
Excellent communication skills with the ability to communicate in a courteous, tactful, and concise manner
Ability to bring out other people’s potential/talents, successfully motivate and challenge a team of talented and creative people
Ability to co-manage a diverse team in a fast-paced environment
Enthusiasm and the ability to thrive in an atmosphere of constant change
2U Diversity and Inclusion Statement

Customer Support Manager Resume Examples & Samples

Manage enrolment of new students and maintenance of database records
Monitor school’s Student Service by ensuring advice given is accurate & efficient, staff are friendly & helpful, and information given is up to date
Link with Clare College staff
Establish staff rotation
Help with Erika insurance claims
Welcome new students and organises registration/intake days alongside the centre Manager
Preparation of oral and written administration information for student ‘Welcome Pack&#8217
Assist admin team working in accommodation and activities and being a leader for them in all aspects
Handling of all kinds of situations related to student welfare
Helping with the student evaluation
Be involved in the emergency rota system
Live in position, curfew checks
Highly motivated, energetic, positive
A flexible approach to work & hours of work undertaken is essential
Friendly & approachable manner
Able to remain calm under pressure & to diffuse potentially difficult situations
Sensitive to needs of international students
Excellent communicator both with students, colleagues, and external clients
Attention to detail, organised & thorough
Excellent communication & people skills
Team leadership & experience of staff management

Customer Support Manager Resume Examples & Samples

Perform as primary incident manager for all customer escalations and incidents that are in scope for the Escalation Management team. Lead all aspects of ongoing service issues, technical assistance and direction internally and externally regarding DELL EMC and Virtustream products and services
Lead communication efforts both with the customers and internally to key stakeholders and senior executives. Advises Virtustream senior management of any developments and action plans. Sets customer expectations and provides updates regarding troubleshooting and resolution action plan in external communications
Coordinate activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution. Identifies and facilitates the routing of all technical queries and problem resolution from the customer / field to Technical Support and Engineering
Generate support plans to resolve moderately complex service related problems. Coordinates customer and Virtustream business requirements with technical requirements to determine best course of action when resolving customer issue
Participate in post resolution activities surrounding root cause analysis and problem management
Control and direct internal resources in terms of setting time requirements and expectations. Ensures suitable level of service personnel and activity during incident resolution at all locations
Prepare and present key performance analysis and reports to senior management as necessary
Assist in development and delivery of any Escalation Mgmt. project assignments
Travel to customer sites and DELL EMC and Virtustream offices as required
May be required to be on-call during off-hours to become actively involved in resolving a customer issue
Maintain a high quality support experience through the quick and accurate resolution of tickets
Ensure individual and team goals and SLAs are achieved
ITIL / ITSM Understanding
Ability to be effective in a crisis situation
Be comfortable coordinating cross-functional teams
Team training experience
Customer Centric Focus
Time Management & Workload Prioritization skills
Analytical & Detail Oriented
Practical Decision Making

Customer Support Manager Resume Examples & Samples

ENSURE ADHERANCE TO ESTABLISHED COX PROCESSES:Drive the correct behaviors of assigned market teams to align with customer engagement, escalations, ticket handling, documentation, and account integrity
CHRONIC TROUBLE MANAGEMENT:Develop action plans to address accounts, circuits, or locations which have experienced multiple troubles within in a specified time. The action plan should identify the root cause, recommendation for improvement, and the associated timelines for resolution. Collaborate with the appropriate internal teams and possibly the customers’ vendor in developing and implementing action plan
CB TECH. OPS TEAM ENGAGEMENT;Work with the CB Tech. Ops team is ATL to help understand and identify any systemic issues that lay outside of assigned region but impact CB customers. Provide assistance with data gathering, correlation, and analysis as needed
NATIONAL CB NRSC REPRESENTATIVE:Participate in the bi-weekly calls with the CB National Reliability Score Card team, NOC’s, Field Service, and Comm. Centers to understand issues affecting the timely repair of customer issues and work locally with teams to correct those issues
INTERNAL POST INCIDENT REVIEW: Review of Chronic issues and their underlying causes and make appropriate recommendations to the various boundary partners/Center teams to drive the desired improvement

Oracle Linux & Oracle VM Customer Support Manager Resume Examples & Samples

Hire, develop and retain team members in a productive positive team
Routinely coach employees to assure understanding of tasks and to maximize team performance
Drive projects that improve support related processes and our customers' technical support experience
Work directly with other internal engineering teams to ensure high product quality, fast resolution to issues, and excellent customer experiences
Previous (direct) people management experience, particularly in a fast paced software systems development or support environment preferred
Past experience with OS related technical engagement in either developemt or support, Linux and Virtualization(Xen) is preferred
Ability to motivate team to achieve and sustain high performance
Ability to provide leadership and direction to a technical or professional team
Maintain effectiveness in an environment with shifting priorities and high pressure
Knowledge of Support operations and the impact of internal decisions
Demonstration of good problem-solving skills and ability to lead others to find appropriate solutions
Demonstration of good judgment in the balancing of customer, employee, and company objectives

Customer Support Manager Resume Examples & Samples

Be the prime contact for a number of GKNs PW100 customers
Provide customers with technical advice, delivery promises and maintenance planning assistance. This can be written, over the telephone or face to face during visits to customers or when hosting visits to Trollhättan by customers
Ensure that we perform maintenance, repair and overhaul according to OEM and customer requirements
Provide the customer with progress updates, cost estimates and technical reports
Act as the interface between customers and the Value Stream within Engine Services
Support Sales and Marketing with technical input, maintenance philosophies, budgetary costs etc
Work to imporove our internal processes to meet future requirements
Business mindset with understanding of financial matters with focus on complete Engine Maintenance
Technical knowledge of gas turbine engines
Fluent in English (spoken and written)
Knowledge of other languages is an advantage
Travel will be required (current customers are mainly in Europe and Asia)
Engineering degree and/or relevant experience

National Account Customer Support Manager Resume Examples & Samples

Manager may be expected to perform some or all of the duties listed as well as other duties as assigned
Establish good working relationships with National, 1-Touch and 1-Touch + Account Point of Contacts
Ensure that proactive client care calls to National, 1-Touch and 1-Touch + Account holders are being performed daily
Promote the full product line and services offered by ADT/Protection 1
Provide both oral and written presentations to potential customers explaining the operation of their equipment and applicable services
Focus on daily workflow for Customer Support team to include call volume, account loads, etc
Standardize processes and procedures related to proactively managing National Accounts
Weekly one on one meeting with Supervisory staff
Review and approve corrective action plans before sending to HR
Assignment of projects
Ensure that National Account Customer Profile is properly completed prior to initial customer billing
Ensure that customer account is properly set up in MasterMind to facilitate accurate handling of the account to include billing, proactive support, etc
Handle any customer calls or communication that requires escalation beyond supervisor level and ensure that management is aware of any potential issues
Accountable for compiling data and preparing daily, weekly and monthly reports to keep senior management apprised of the status of National Account Customer Support activity
Ensure that pending service calls are being evaluated daily and being moved to a “Final QC” status for billing
Obtain accurate central station information required for the monitoring and service of the account
Perform routine account audits and updates
Make credit adjustments to accounts when necessary
Work with the branches and Monitoring department to research and resolve customer issues
Perform all other duties and projects as assigned
Position may require mandatory overtime
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Advanced knowledge of Closed Circuit Television, Access Control, Burglary, Holdup, Fire Alarm and Fire Suppression Systems
Computer skills with expertise in word processing, preferable Microsoft Office and database applications, and advanced presentation skills with proficiency in Power Point
Must have good customer service skills and be able to apply tact, diplomacy, reason and logic
Must have strong communication skills, including written, to assist internal and external customers
Requires skills in business math, interpersonal relations, judgment, and listening
Ability to write reports, business correspondence, and procedures manuals
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
High school diploma or General Education Degree (GED) and five to seven years’ experience working on
Security related projects to include three years of experience related to CCTV, Intercom, IDS and access
Control system security
At least two years’ experience in a management or supervisory role
Two years Mastermind experience preferred

Customer Support Manager Resume Examples & Samples

Execution of quality program including call monitoring and chat/case monitoring
Provide direction and guidance to representatives and analysts to ensure adherence to company policies
Ability to create and execute team vision and direction to support company goals
Identify and implement changes in method, process, systems and technologies to improve operations, efficiencies, effectiveness and metrics
Manage customer relationships to ensure world class experience for the support of Vertafore products
Manage the communication of product outages and new or recurring problems to product management, product development, data center, customer facing employees and customers
Manage customer escalations
Proactively contact customers regarding information attained through customer surveys
Work closely with managers from other departments to identify solutions for customer problems and improving processes to increase efficiency across all departments
3+ years’ managerial or equivalent leadership experience within a software support center environment
1+ years’ project management experience
Experience in leading remote personnel
Experience working in a business to business environment
Hands-on experience managing contact center operations teams, including resources management, incident management, business continuity and data analysis

Customer Support Manager Resume Examples & Samples

Developing, implementing and maintaining customer support processes
Improving customer service experience
Defining key targets for the customer support and ensuring these are achieved by the team
Creating, implementing, monitoring and reviewing customer support strategy
Establishing regular reports and statistics of the customer support process. Reviewing and analysing performance against standards and prepare improvement plans
Ensuring the resolution of customer issues (e.g. order, payment) by coordinating with Sales, Supply Chain Management, and other internal and/or external teams
Ensuring (with HR support) that the area of responsibility is properly organized, staffed, skilled and directed. Coaching, motivating and developing direct and indirect subordinates

Customer Support Manager Resume Examples & Samples

Establish a management operating system (MOS) utilizing salesforce.com (SFDC) with assigned customers that includes regular performance reviews (Delivery, Tech Support, Product Performance, CMM Updates, promote portal/improvement initiatives)
Leads new product/platform EIS at assigned customers
Lead Depot Activation and Sustainment for assigned Customer Portfolio
Drive improved Product Reliability and lead C&PS activity within the Aero SRD Process
Develop a plan and execute sustained closure of Customer service requests to their committed deadlines
Lead Customer change management communication as it relates to business policies and systemic process changes
Establish and drive execution of Customer Scorecard & survey improvement plans and reliability initiatives
Responsible for communication and development of action plans as a result of Customer Effort Survey results for respective customers
Coordinate and lead Customer support recovery plans (delivery, quality, product performance)
Drive improved Customer Experience and responsiveness through proactive case management via SFDC
Partner with assigned customers, business and sales team to develop and validate executable offerings
Six Sigma Blackbelt or Lean Expert certification

Operations Customer Support Manager Resume Examples & Samples

Translate North America sales forecast to actionable demand signal to Supply Chain
Load demand into MRP and have oversight on Supply Chain’s execution to the demand signal
Own and manage forecasted orders against Supply Chain
Has authority to redirect inventory based on business needs
10+ years of work experiences including 5+ years supervisory experience, 5+ years in Oil & Gas industry especially U.S. Land operations, Operations Support, Supply Chain Materials or Manufacturing management
Proficient in SAP
Strong work ethics, commitment to customer services, ability to lead and work in team-oriented environment
APICS CSCP Certification
MRP expertise

Ps Customer Support Manager Resume Examples & Samples

Manages a staff of 8-15 to include a combination of Named Tax Reps and Subject Matter Experts
Ensures daily workload and commitments have been completed timely and accurately within established SLAs
Develop strong relationships with internal partners including Workplace and Enterprise
Drives customer experience best practices across the Payment Services division
Monitors support metrics to manage and communicate performance of the support team
Coordinates & delivers support team trainings
Owns the development of customer facing material and trainings
Manages support escalations to resolution within established SLA’s
Ensures customers getting timely communications
Manages customer relationship management system for quality and integrity while proactively resolving customer potential issues
Responsible for teams’ customer relationship status and overall customer satisfaction with Payment Services
Develops staff through regular feedback, one on ones, coaching, and performance management
Conducts period and annual performance reviews
Manages staff working hours to ensure appropriate scheduling occurs to keep overtime within established budget guidelines
Ensures expenses are maintained within established budget
Builds and maintains strong peer relationships within the team and across the organization
Process/operational excellence experience is a plus
General accounting experience
5+ years of supervisory experience
5+ years of service delivery experience
5+ years of payroll and payroll tax industry experience
5+ years United States multi-state and local payroll tax filing experiences
Previous experience using MasterTax payroll tax software is a plus
Working knowledge of UltiPro is a plus

Senior Customer Support Manager Resume Examples & Samples

Responsible for growth and enablement of the regional Customer Support team
Act as an escalation point for customer and partner support problems that may be raised for expedited resolution
Improve the quality and efficiency of the service we deliver to our customers as a means to improve customer satisfaction
Assess, evaluate and establish regional and global process, partnering with the global management team where appropriate
Review and evaluate engineer performance working closely with engineers to develop and accelerate their career paths whilst delivering an amazing customer experience
Proven ability to manage complex processes and drive continuous process improvement
Experience providing SaaS support
Must possess a strong understanding of support case quality and hygiene
Has experience collaborating and communicating with leadership across organizations and geographies

Implementation & Customer Support Manager Resume Examples & Samples

Develops and maintains comprehensive suite of materials necessary for successful implementations: checklists, project charters, customer questionnaires, etc
Ensures that Help Desk policies and execution ensure timely and adequate resolution of customer issues
Fields customer questions and routes issues to appropriate staff for timely resolution
Performs all pre-implementation procedures, including: documentation of customer's IT / EMR environment, clinical workflow processes and clinical content review. Engages appropriate Via Oncology Pathways resources to ensure successful implementation, go-live and ongoing use of the product
Performs onsite or remote training sessions with customers including physicians, nurses, pharmacists, administrative staff
Prepares agenda, gathers outstanding issues and conducts monthly or quarterly calls with each customer to ensure open lines of communication and problem resolution

Customer Support Manager Resume Examples & Samples

Manage sub-contractors deliverables and adherence to agreed scope and outcomes
Manage product quality issues as needed (FSB’S)
Engage as needed in the case management process to ensure proper service delivery
Assist Senior CSM’s with management of the MR assigned service contracts
Gather and provide Booking Packages to NSS for contract loading
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. As a part of this process, the Associate CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed
Lead and manage the coordination of variation and other change request response and implementation of approved changes

Advanced Customer Support Manager Resume Examples & Samples

Manage Tier 2 Support team and handle first line management escalations
Professionally resolve escalated issues via trouble ticket, phone, and chat
Develop team members focusing on excellent customer service skills
Organizing and driving reoccurring team meetings
Reporting on key metrics for the team
Work and coordinate with overall support management team
Managing large support team spanning different cities and time zones
Works closely with other support managers across the world
Web Server Software – Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Helm, Virtuozzo, VMware, Bind, PHP, MySQL, MSSQL, Postgres
Server Security – rkhunter, chkrootkit, iptables
Networking and Security – Network Troubleshooting (ARP, Routes, DNS, etc.) Firewall management
Customer Service (email and phone) – multiple years
Years of IT Experience 5 to 7 Years
Required Bachelor Degree in an Information Technology (IT) Discipline
At least 5 years’ experience in Customer Service (email and phone)
At least 3 years’ experience in Managing Cloud Support Team
Strong knowledge in Operating Systems – Windows Server, Red Hat, Fedora, BSD, Debian, Ubuntu
Strong knowledge in Web Server software – Exim, Sendmail, Qmail, FTP, SSH, Cpanel, Plesk, Helm, Virtuozzo, VMware, Bind, PHP, MySQL, MSSQL, Postgres
Strong knowledge in Network Storage – ISCSI, NAS, Remote backup
Strong knowledge in Networking and Security – Cisco switches, routers and firewall management
At least 5 years’ experience in Advanced server troubleshooting
English: Fluent Required
Korean: Fluent Preferred
5 years’ Experience in Customer Service (email and phone)
5 years’ Experience in Advanced Server Troubleshooting

Customer Support Manager Resume Examples & Samples

Schedule, administer, and monitor the day-to-day activities in the HR Shared Services Center (HRSSC), in accordance with established department and organizational policies, procedures and service level agreements
Train, develop and motivate staff. Set performance expectations, and provide regular performance feedback
Help hire and evaluate new staff
Help resolve internal and external issues in a high-volume, fast-paced and deadline-driven environment
Challenge existing processes and approaches. Recommend and implement improvements to operational efficiency, effectiveness, internal controls, and/or customer service
Assist with special projects as required
Participate in projects or initiatives
Create and maintain work stream procedures
Use metrics and standards to evaluate performance
Recommend new systems and system enhancements, including testing and implementation
Gain an understanding of Ernst & Young's business and organization structure. Act as a subject matter resource on work stream operations (including interactions with other work streams)
Develop work stream procedures, and train staff to minimize disruption of services
Use sound judgment in applying concepts and guidelines
Help analyze and resolve the root causes of complex issues
Develop and maintain effective working relationships within the HRSSC, and with key operational contacts
Work during specific periods, with limited opportunity for flexible work arrangements and time off, with all overtime approved in advance
Gain knowledge of case management tools/tracker, and other Americas People Team applications
Understand customer expectations, and implement standards to deliver quality customer service
Exceed customer's needs within policy guidelines
Communicate with and influence your departmental manager, HRSSC leaders, and key customer contacts
Promote teamwork and collaboration
English language skills - excellent written and verbal communication
Confident at following through on commitments, and taking ownership for personal and team results
Adept at prioritizing assignments, and overcoming obstacles
Ability to understand and exceed customer expectations, working within department guidelines
Proficient at identifying and resolving issues that impact the delivery of quality service
Leadership skills, with a positive "can-do" attitude and a demonstrated commitment to the job
Broad knowledge of HR policies and procedures
Advanced proficiency with standard technology, including Microsoft Windows, Excel, Word, Lotus Notes, intranet)
A minimum of 5-7 years of related work experience
High school diploma, or equivalent work experience

On Site Customer Support Manager Resume Examples & Samples

Responsible for managing customer service expectations for an assigned account; perform quantitative and qualitative analysis of measurable characteristics and Swift/customer requirements. Using expertise of customer service practices, provide recommendations for best fit and applicable transportation solutions. Develop, manage and audit key metrics (including customer scorecard), ensuring identified service level benchmarks are met, including but not limited to trailer pool and capacity commitments, recommended carrier use and status updates. Communicate effectively and professionally with the assigned customer personnel on all levels while developing positive and solid relationships to enhance growth
Participate in daily planning and operational functions with heavy emphasis on developing strengths and direction in order to ensure alignment between Swift and assigned customer account in order to meet all business unit needs. Manage service processes from tender acceptance until delivery of shipment ("Cradle-to-Grave"); develop streamlined processes and execution criteria to optimize tender and load execution efficiency levels. Identify and implement process changes that improve the speed and quality of information which flows between both Swift and assigned customer account
Lead the outbound transportation process; deliver results through coordination of tasks, people and processes. Responsible for trailer pool management; identify and manage trailer utilization and efficiency. Perform network analysis based on customer inbound and outbound freight flows; identify opportunities for incremental committed capacity utilization within the customer's freight system
Liaison between leadership/personnel for assigned customer account and designated Swift personnel; direct the delivery of standardized, streamlined operations with consistent high value services across all shipping facilities and transportation modes being utilized
Serve as a daily (on-site when applicable) extension of sales to expand business revenue by exploring all dedicated, rail and logistics opportunity with customers. Explore opportunities with assigned customer account in order to meet customer capacity needs. Work closely with Sales on any new opportunities. Provide spot quotes/rate quotes when needed (in coordination with Sales)
Generate appropriate reports regarding service, accessorials, etc., to assist in evaluating cost factors associated with business operations
Assist in collecting and maintaining current and accurate customer information in Swift's system. Make sure all shipment status information is kept as up-to-date as possible; exceed customer account requirements for status updates. Facilitate the reconciliation of freight invoices to ensure appropriate resolution of issues
Work with all Swift internal departments to resolve customer or company issues when necessary
As needed, perform customer service functions as well as any additional duties as assigned by leadership or per customer's defined requirements of the position
Skills: Knowledgeable and well versed in all aspects of carrier operations systems; must have ability to assimilate a myriad of business processes while trying to determine ways to enhance productivity, lower cost and improve quality of the carrier offerings; ability to develop and articulate processes in order to achieve real benefits; demonstrated leadership skills; ability to be successful with little to no supervision required; customer focused; strong written and verbal communication skills with ability to communicate well within the management structure and across diverse businesses; ability to blend into a diverse group of dedicated professionals and extract the best results out of interactions with the group; ability to actively participate on a high performance team with an inherent enthusiasm for change; proactive with a drive for process improvement; ability to work efficiently and independently; high stress tolerance and an ability to work under stress while remaining professional at all times; Microsoft Office Suite proficiency is required with knowledge of Excel (pivot tables, "what if" analysis and 'if then' statements) extremely helpful; Access database proficiency is a distinct advantage as is knowledge of and experience with Microsoft Project and PowerPoint
Education: Baccalaureate from Accredited University or College preferred
Experience Required: Two to three (2-3) years of business related experience in transportation, logistics, distribution, customer service or planning & scheduling

Customer Support Manager, GCC Resume Examples & Samples

Ensure that department customer and maintenance retention targets are met and provide overall leadership and performance management to direct reports
Liaise with other GCC teams globally and provide support for products supporting the GCC teams delivering remote, regional support for those products
Identify, assess, resolve, and/or escalate operational problems and include proposed solutions and options
Ensure that timesheets and expense claims are properly prepared, submitted, and approved within the planned budget and on time
Monitor internal KPI’s and implement actions progressing towards department goals throughout the year, including presentations to management and explain plans for necessary course corrections
Track consulting project progress and risks and discuss GCC processes with customer prior to project handover to production support
Verify quality of deliverables to internal and external customers and instruct and confirm professional and courteous customer care services
Contribute to maintenance and improvement of relevant quality procedures and offer corrective actions following ABB methodologies and assist with maintenance fee renewals and invoiced payment collection

Customer Support Manager Resume Examples & Samples

Set targets for Specialists’ performance, communicate goals that align with SLA’s, and conduct regular assessments of the team’s performance
Schedule and organize shift patterns for team members to ensure that the work is done effectively and efficiently with the least impact to customers
Maintain thorough knowledge and understanding of all the organization’s products, services, procedures and guidelines and communicate same to all team members
Prepare forecasts and budgets for the organization
Responsible for monitoring Offline Customer Support agents via monitoring and audits to ensure accuracy, quality, efficiency and SLA compliance
Facilitate and organize training sessions for Specialists and participate in recruitment of new employees
Build awareness of both Charter and industry best practices, and Champion the adoption of tools and processes that align with process standards and best practices
Provide advice and assistance in the planning, implementation and evaluation as requested for projects that support and promote the advancement of the employees, the department and the organization, while driving positive employee morale

Customer Support Manager Resume Examples & Samples

Performs basic data entry per pre- defined processes and compiles information for reports
Assists other departments and support groups (e.g., internal sales, audit, operational support, delivery) by reporting issues to the appropriate roles; may assist with resolution of basic issues
Helps resolve moderately to highly complex customer issues (e.g., distribution, pricing) and proactively follows-up to assist external-facing customer service representatives
Enters sales data in a timely and efficient manner, maintaining documentation and records
Strong communication skills. Fluency in English and local language mastery
Intermediate knowledge of internal processes and policies
Developed understanding of local legal compliance issues
Strong problem-solving and analytical skills
Good teamwork skills
Intermediate time management skills

Customer Support Manager Resume Examples & Samples

Responsible for supply chain processes, such as inventory analysis, order fulfillment, import/export operations and shipping, for a regional or global business unit
Produces reports using IT systems and analyzes data to develop trends for supply and demand activities; articulates findings to management
Analysis of backlog management
Gathers demand data from country, region, and account managers to contribute to demand planning
Collaborates with regional and global business unit planning teams to maintain and enhance current business processes
Reviews performance metrics on a regular basis, identifying opportunities for improvement
Researches and analyzes priority projects within established guidelines
Communicates requirements and guidelines to the regional and global business unit planning teams
May provide training or general direction for junior staff members
Typically 2-4 years of experience in a supply chain function
Demonstrated understanding of supply chain processes (plan, source, make deliver)
Strong analytical and data modeling skills
Strong written and verbal communication skills; mastery in English and local language
Developed Microsoft Office skills (Excel, PowerPoint, etc.) and other analytical aids to help manage the operation
Developing Project Management Skills
Demonstrated business acumen and technical knowledge within area of responsibility
Proficient understanding of HP's overall supply chain strategy
Strong understanding of Material Requirements Planning (MRP) and ATP
Developed understanding of import/export regulatory requirements and compliance
Moderate level of knowledge of inventory analysis

100

Digital Customer Support Manager Resume Examples & Samples

5+ years of business experience with emphasis on Digital content, marketing adoption and customer experience
Sees things through the eyes of a customer
Strong attention to detail with a naturally inquisitive nature
Delivers results in a fast-paced, adrenaline-driven environment
Passionate about the web and all things digital, with keen understanding of web ecosystem
Proven leadership skills with ability to work collaboratively and influence executive and working level stakeholders
Excellent communication (written and oral) and presentation skills (decks etc.)
Ability to multi-task and manage several projects at once
Familiarity with CMS, site maps, taxonomy and search is an asset
Proven ability to analyze and interpret data to provide insight-driven direction to a variety of stakeholders
Knowledge & Experience with telecommunications is an asset
Ability to work in a team and independently
Intermediate knowledge using Jira/Confluence is highly recommended
Knowledge using Omniture (Adobe Suite) is desired
Expert knowledge of Microsoft Office

101

Customer Support Manager Technical Sales Engineer Truck Components Resume Examples & Samples

Be the focal point between the customer, distributor and relevant Eaton personnel in the organization, in all aspects involved with the region
Implement a Push / Pull through Marketing approach to position Eaton in the market and to create demand for VG product and service solutions. This includes value selling, training, support and follows up
Develop and manage distributors based on agreed business plan objectives
Collaborate with the VG business units and with the Global Aftermarket Organisation to align on key opportunities. Leverage project management skills to ensure key opportunities are executed in a timely fashion
Provide on-going and consistent market and business intelligence to the business. Utilize all tools and systems such as CRM to manage the opportunity pipeline
Develop and implement effective country/ regional and / or territory business plans to support region and divisional objectives
Assess customer requirements and identify unique needs at targeted customers
Design value propositions to drive year over year growth
Manage distributor network to achieve suitable reach in the territory, through training and education and nurturing
Administer growth incentives and stocking programs and Marketing Development Funds
Develop and maintain effective customer relationships based on trust and integrity
Manage distributor contracts including export controls
Manage the market introduction of new products effectively. This includes product pilots and / or seeding initiatives, and conduct test drives
Provide product, service, & sales training to distributors and customers in support of business objectives
Research, analyze and report market and competitive trends

102

Territory Customer Support Manager Resume Examples & Samples

University degree (Business/Management/Engineering/Ag Sciences/Marketing) or equivalent experience
Ability to travel frequently to meet business needs
Must be able to work effectively in a team environment
Ability to develop strong working relationships with dealers and customers
Demonstrated negotiation and conflict resolution skills
Proficiency in the use of Microsoft products including: Outlook, Excel, and Word

103

Customer Support Manager Resume Examples & Samples

Major emphasis on developing relationships and growing managed service product sales in multi-levels of large customer accounts
Work closely with Sales account management, pre-sale and post-sale teams to service customers and grow overall Motorola service business
Be responsible for goal driven business growth, account service plans, goals, and growth and customer satisfaction strategies
Be responsible for achieving P&L goals, including those for service billings, and cost/margin performance
Successfully market Motorola service capabilities to account base offered through Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and National System Support services
Individual will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies
Customer Support Manager will be responsible for maintaining total customer satisfaction and customer loyalty via warranty and service products sold

104

Customer Support Manager Resume Examples & Samples

Make distributor and customer visits within your assigned territory to evaluate distributor capabilities, resources and capacity to handle given market requirements
Develop a Joint Activity Plan with the KAC Regional Managers & distributor personnel that includes improvements in Key Performance Area's, training and service support capabilities. Support Marketing and Distributor Service Development Activities
Follow up with distributors to ensure progress is being made on Joint Activity Plan
Identify areas for distributor development, coordinate with KAC MIS and Service departments to set up access to Komatsu systems such as SAP. SMAP, Komtrax Plus, EQP-Care, R+M Care
Coordinate with Warranty Department, Technical Services and Service Training to arrange and schedule appropriate training for proper use and access to SAP, SMAP, Komtrax Plus, EQP-Care, R+M Care
Manage implementation of systems access, resolution of technical issues and follow up on unresolved issues
Use ,monitor and follow up on the distributors use of systems tools, Periodic Inspections and follow up to ensure issues are handled in a timely manner
Review distributor progress with Regional Managers and make recommendations on additional actions required
Participate in Product and Customer Satisfaction Surveys. Coordinate the survey activity within the assigned territory
BS/BA in Engineering/Business Management and two (2) to three (3) years experience in customer support management with heavy equipment (construction or mining) or,
Time Management: Prioritize activities to maximize distributor and customer support efforts
Understanding of PC Hardware/Software systems, Company's current IT applications, programs and processes
Williness to travel extensively to support the territory. Frequent overnight stays and williness to stay and complete the task. Travel may exceed 75% depending on territory
Basic knowledge of construction equipment; hydraulic, engine, powertrain, electrical, undercarriage, failure analysis and root cause analysis
MSHA annual certification and training which is provided annually by KAC
Physical Requirements: While performing the duties of this job, the associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (life, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, operate equipment and read application information. The associate frequently is required to sit, reach with hands and arms, talk and hear

105

Customer Support Manager Resume Examples & Samples

Minimum of 7 years of experience as a Manager, Supervisor or Team Lead
Must be able to travel up to 15%
Associate’s or Bachelor’s degree preferred
Experience managing or working in a high volume contact center
Knowledge of the financial industry, specifically payments, banking or bill pay
Experiencing managing associates: resource planning, budgets, hiring and training
Strong presentation and communication skills
Manages the online entry or answering of incoming calls from the end user customers in a timely manner
Oversees scheduling of Customer Support Reps in order to guarantee 24/7 coverage of incoming calls
Works with company-wide management of all levels to maintain and update department product and services knowledge
Hires and trains entry level Customer Support Reps; builds customer service, call handling and product knowledge skills
Monitors call quality, perform “lead by example” (takes calls while employees listen), performs follow-up from previous monitoring
Relays basic company product and services information to Customer Support Reps in order to keep department abreast of all new and updated products
Accurately assesses the customer's product or service issue in order to fully comprehend the customer's needs, product or service issue, and the best avenue for resolving the user's problem
Researches customer problem/issue to increase personal knowledge and familiarity with the supported product and to provide the highest caliber of support possible
May answer incoming calls and transfer calls to the appropriate party as needed
May receive calls from the in-house lines and answers questions for in-house customers

106

Customer Support Manager Resume Examples & Samples

Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling , chat engagement and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time, sales etc.)
Prepare reports for different departments or upper management
Demonstrate leadership, motivational, coaching, and influencing skills
Highly developed operational and process skills
Demonstrated success with exceeding metrics, objectives and weekly scheduling goals
Excellent written, oral and presentation skills
Adaptable and flexible in a fast-paced, rapidly changing environment
Proven ability to analyze and improve work processes for efficiency
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
BS/BA Degree in related field preferred
3-5 years’ experience managing a customer support team within a fast paced environment

107

Assistant Customer Support Manager Resume Examples & Samples

You’ll partner with the customer experience team to ensure daily replenishment requirements are achieved and replenishment targets are exceeded
You’ll maintain stockroom space to match seasonal changes and inventory levels & ensure high standards of housekeeping
You’ll support the development of the best talent with skills to complete operational job roles

108

Customer Support Manager Resume Examples & Samples

Manage all repair activity, directly with Customer Support resources or indirectly through contracting with SBUs Quality Clinics (case of specialized resources, extra resources or specific tools)
Interface with Engineering dept. for upgrade and repair maintenance documentation
Interface with Quality Department for root cause and corrective action identification
Decide whether to repair or replace a returned unit, based on cost, technology and lead-time
Validate repair quotations
Manage administration of repairs through return data base integrated in IT
Define yearly repair price list and communicate to customers
Identify and make available key levels of spare parts for cost, lead-time efficiency
Interface with Engineering dept in key design reviews to define repair strategies
Oversight of Esterline Power Systems products
Collect and share trending data with the rest of the company (Field reliability)
Act as the communication focal point to the internal and external customer, maintaining regular follow-up, performance status reviews
Develop and implement robust customer satisfaction road maps
Champion Product and Process Improvement Team on key sustaining products
Ensure that the product cost, quality, reliability and reparability meet the customer and EPS’s requirements
Responsible for customer score card for assigned products and/or key customer account. (Example: DPPM coordination and driving this number to meet or exceed the EPS flight plan targets.)
Position is responsible for execution of Customer Support Agreement (PSA) during and after production phase of the product life cycle
Responsible for coordinating responses for AOG events per contract
Communicate Design to Cost activities and variations through product life cycle
Coordinate and monitor the release of maintenance, drawings and technical documentation as necessary to meet customer deliverables
Identify, get approval for, and monitor NRE cost and recurring costs of the program. Inform PMO of any changes from the baseline
Coordinate, track, and follow up on the action items and tasks for the assigned programs
Support LEAN Enterprise implementation, and other EPS process improvement initiatives
Participate in training opportunities to enhance skills required to perform this job
Contribute to prepare a business case and financial analysis for the internally or externally funded programs
Support PMO for the preparation of program reviews, technical coordination meetings and design reviews as required
Direct and assist Engineering, SBU managers, and Sales with the customer’s flow down requirements
Business travel may be required to support program and customer needs
Minimum of 5 years of experience in project or program management and leading a cross functional technical team
Intermediate level in Microsoft Office Suite
Able to travel domestically and internationally with short notice on occasions 10% of the time
10 years of experience in manufacturing / aerospace industry
BS Degree in engineering discipline
Must be outgoing, self-motivated, well organized and detail oriented, work well under pressure, and a creative problem solver
Must possess excellent communication skills and must be highly presentable and be able to interact with multiple levels in the organization and customers
Electronics / Electrical power equipment experience preferred
Aerospace experience preferred with emphasis on Avionics / Electrical power equipment’s

109

Customer Support Manager Resume Examples & Samples

Ability to manage multiple business process outsourcing centres
Oversight of the multi-channel service and support (email, phone, chat), delivered by both in-country and offshore employee and BPO partner teams
Allocates resources for staff sharing, workload balancing and short & long term forecasting
Partners with local and network operations and other teams to ensure proper utilisation of resources and achievement of service level and financial objectives
Performs real-time management of all Call Centre operations metrics
Develops strategic customer service and technical support initiatives
Provides operational and thought leadership by developing priorities and managing operating mechanisms that drive a highly effective and efficient organisation
Builds a high performing and engaged workforce through performance management, coaching and balancing team and individual goals
Aligns the team with business goals and Intuit’s three stakeholders while owning planning, goal setting and achieving results
Effectively communicating and leading change management initiatives cross functionally and inter-team
Engages cross functionally with key stakeholders in other business units to drive projects
Develops input to strategy setting and decision making processes regarding customer care delivery teams
Calibrates and Monitors performance and makes course correction
Solve for customers and deliver an experience so profound that customers love using our products and services and actively recommend them to others
Deliver customer delight to our customers that shows we care about them
Communicator: Excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and Power Point
Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO)
A talent steward with proven history of hiring, managing and developing a high performing and highly engaged team
Expert in Managing in a call centre environment – online, offline and mobile
People manager who has built high performing teams that develops and implements execution strategies to for managing, coaching and balancing team and individual goals
Excellent problem-solving skills and the ability to learn Intuit products
A commitment to personal high standards proven by the desire and ability to contribute to team and company goals
Balanced individual who brings ‘can do’ motivation to work every day
Demonstrated results oriented leadership skills, with experience working with and influencing cross-functional teams and departments
We are looking for an individual that wants to WOW and deliver for customers, work hard and have fun doing it
Excellent communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
Ability to manage multiple priorities within a fast paced environment
Previous experience in customer service, accounting, financial services or call center experience
Experience working with a Global, multi-national company would be an asset
Bachelor's degree or diploma (or combination of education and work experience)
Able to prioritize and execute tasks in a high-pressure environment
Ability to work in a team-oriented, collaborative environment

110

Customer Support Manager UK & Ireland Resume Examples & Samples

Sales responsibility for Customer Support in the Region / Country
Complete responsibility for the technical support of customers in the sales territories
Responsibility for the implementation of high quality service work in these countries, for a fee or as part of the Terex Guarantee
Responsibility for the spare parts supply in these markets
Responsible for all necessary administrative development in the service
Continuous monitoring of market development for the timely adjustment of the service structure and capacity
Regular assessment of customer requirements, continuous improvement of service Terex Cranes and its acceptance by the customer
Monitoring of product quality in the markets, regularly informed of corresponding departments in the Cranes manufacturing plants
Work with the relevant departments in Cranes Manufacturing Plants at case by case, delivering superior solutions
Regular and situational reports to Customer Support Director of Terex Cranes
Responsible for efficient processes and structures in the office
Responsibility for structured, professional and goal-oriented operations of service technician
In some cases, cooperation with external service providers and suppliers
Monitoring of the consistent implementation of mandated, technical measures or prioritization of technician missions
Qualification, instruction and guidance of subordinate employees
Monitoring the travel activities and travel costs, especially for field staff
Establish and maintain customer contacts
Completed technical college or university degree or technician / foreman with many years of experience in the service of the capital equipment branch
Solid technical background
Many years of experience leading a business unit for the operative service support
Many years of management experience
MS Office, possibly SAP
Practice dealing with customers

111

Customer Support Manager, Drives Resume Examples & Samples

Self motivation to provide highest levels of service whilst seeking to continuously improve systems and processes
Clear thinking and problem solving skills
Clear communicator
Experience of leading a team
Higher level engineering qualification
Knowledge / experience of business systems, particularly SAP

112

Customer Support Manager Resume Examples & Samples

Bachelor’s Degree in Engineering or other technical discipline from an accredited university or college
Minimum of 5 years Engineering experience
Demonstrated process excellence
Self-Starter and able to work with limited supervision
Strong leadership and organizational skills
Excellent communication, presentation and facilitation skills including the ability to influence and energize through all levels of the business
Demonstrated ability to work in a matrix environment
Master's Degree Engineering or other technical discipline
Demonstrated leadership & GE Growth Traits
Ability to gain rapid assimilation & depth of understanding of current processes / procedures, uncover defects / identify improvements & drive sustainable improvements, resulting in measureable business impact for the business
Depth of experience & knowledge in Gas and/or Steam turbine systems, Bill of Materials (BOM), configuration, New Product Introduction (NPI), Product Life Management, and/or Design
Flexible and adaptable to changing roles & priorities
Passion and Drive!

113

Customer Support Manager Resume Examples & Samples

May mentor non-exempt level team members on day-to-day activities
Resolves order management issues for all product lines using specialized subject matter knowledge and analysis; serves as a subject matter expert to other departments (e.g., testing new systems to ensure order management system works correctly)
Typically 4 + years of experience in a related field
Developing project management skills

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