Director, Customer Care Resume Samples

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A Schultz

Arvel

Schultz

496 Schuster Tunnel

New York

+1 (555) 250 4243

496 Schuster Tunnel

New York

Phone

p +1 (555) 250 4243

Experience Experience

New York, NY

Director, Customer Care

New York, NY

Carter, Beatty and Trantow

New York, NY

Director, Customer Care

Oversee staff management – develop/implement staffing plans to ensure service goals are met. Ensure compliance with established policies and procedures
Tracks and provides executive leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance
Tracks and provides executive leadership with detailed information on Key Performance Indicators \(KPIs\) of customer care and service performance
Review surveys, and in particular establish process for investigating negative feedback, which can be used in turn to improve process
Provide regular reports to R&D Management around operations of the service desk and customer satisfaction of the team
Represent and drive voice of the customer to make our company better
Establishes escalation procedures to ensure timely and accurate resolution of customer issues

Los Angeles, CA

Director, Customer Care-rotational Program

Los Angeles, CA

Hintz LLC

Los Angeles, CA

Director, Customer Care-rotational Program

Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Develops service policies, programs, and systems to support strategic direction
Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
Monitors the expense process; establishes budgets and constraints to assure expense goals are met
Tracks, analyzes, and reports performance data on key departmental initiatives
Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
Business acumen and global mindset

present

Chicago, IL

Senior Director, Customer Care

Chicago, IL

Armstrong and Sons

present

Chicago, IL

Senior Director, Customer Care

present

Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports
Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team
Communicates and works with the call center to communicate all efforts relating to products and customer relationship management
Leadership development of direct reports and Supervisors
Culture development for entire COE location
Leads all customer relationship management research
Productivity results; AHT, Close Rates, Bundle Rates and others

Education Education

Bachelor’s Degree in Related Discipline

Portland State University

Bachelor’s Degree in Related Discipline

Skills Skills

Strong process leader—ability to identify and influence process improvements
Change leader – ability to create and deploy strategic and tactical plans; ability to translate organizational strategy into action
Strong advocacy skills
Provide Supervisory oversight of the complaint process
Lead; provide oversight and guidance to the FINRA, SEC, State Insurance and other Regulatory complaints
Lead; provide oversight and guidance to Trustee and EMT complaints
Lead the written complaint and law liaison teams that manage complex customer complaints and issues
Review and approve settlements and write-off’s for legal and complaint work
Manages relationships across the organization, and collaborates on issue resolutions with individual business areas
Oversees the following functions for the team. Manages performance by effectively communicating specific expectations and provides regular feedback on progress. Completes performance appraisals and develops performance improvement plans to address deficiencies. Recommends and makes available training and resources to accomplish objectives. Oversees this function for the team

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Director, Customer Care Resume Examples & Samples

Responsible for day to day operations of the call center to include budget responsibilities
Oversee staff management – develop/implement staffing plans to ensure service goals are met. Ensure compliance with established policies and procedures
Evaluate, present, and drive improvement opportunities – increase overall productivity, and ensure team utilizes sales skills to effectively meet or exceed overall sales goals
Business Analysis – utilize reporting data to analyze effectiveness of tools, generate results and identify opportunities for improvement. Interfaces daily with other area leaders in Tech Ops, Marketing, Business Ops, etc
Telecommunications operations SME/Special Projects
Bachelor Degree or 10+ years of leadership call center experience required

Director, Customer Care, Brs Resume Examples & Samples

Take an active role in the deep diagnostics of existing processes, procedures and tools with key stakeholders in driving the Sales of RGU’s and RPU, as well as improving our Save rate
Develop common communications support across the entire function, in partnership with Marketing
Reporting directly to the Vice-President of Service (Bell Canada) & BRS Sales, this is a position for a leader who wants to make a difference and be part of transformational change

Director, Customer Care-rotational Program Resume Examples & Samples

Generally requires 7 years related experience
Demonstrated success at leading teams
Ability to quick understand complex business issues and make strategic decisions

Senior Director, Customer Care Resume Examples & Samples

Drives to achieve Division Sales results to meet or beat plan
Leadership development of direct reports and Supervisors
Culture development for entire COE location
Maintain budgeted P&L results and spending control
Productivity results; AHT, Close Rates, Bundle Rates and others
Employee satisfaction as measured by the annual Credo Speak Survey and other measures
Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports
Leads all customer relationship management research
Communicates and works with the call center to communicate all efforts relating to products and customer relationship management

Director, Customer Care Resume Examples & Samples

Leadership of our customer care function, supporting up to 500 work-from-home and in-office representatives delivering chat, phone, email and social media customer care
Manage all aspects of department operations, including service levels, staffing, training and development, quality and customer experience, forecasting, workforce planning, and overall efficiency for customer care
Partner cross-functionally to understand business needs and influence technology, process and policy changes in support of customer needs
Assess and enhance existing call quality program
Represent and drive voice of the customer to make our company better
Demonstrated strength in people and operational leadership
Infectious “consumer first” attitude
5-7 years of experience in management of customer care functions with increasing responsibility
7-10 years of professional experience with increasing involvement in operational functions

Director, Customer Care Experience Resume Examples & Samples

Strategy:Experienced leader in the Customer Care / Service space who has managed contact center programs and understands this area of business. Demonstrated ability to articulate business and customer needs in a rapidly changing environment and challenges the status quo to deliver transformative experiences and strategies. Successfully partners with other business leads in a matrixed environment to develop solutions that deliver exceptional customer experiences across all channels and customer touch-points with the ability to effectively communicate concepts to all levels. Ability to resolve complex and unique business challenges
Thought leadership:This individual will be a leader on the Customer Care team and will bring a deep understanding of the landscape, preferably with a focus on media industry. S/he has a pulse on best practices, stays abreast on new vendors and opportunities in the Care space and will adapt this knowledge to benefit the Times program
Customer Experience:Ensures overarching strategies are designed to align with our overall Customer Experience strategy and supports the needs of our customers and internal stakeholders
Business Case Development: Create solid and measurable business cases to support marketing needs. Leads large, complex long-term focused projects to achieve key business objectives by working across multiple segments & channels. Define and create segment-specific Care programs
KPI Development:Develop key performance indicators that measure the health of the business across both compliance and satisfaction metrics. Analyze and present weekly performance by segment, engagement, service levels and other key metrics. Drives continuous improvement and efficiencies beyond immediate scope of responsibility
Test and Learn:Partner with Care Operations to implement rigorous test and learn approaches to improve performance. Drive results through innovation and be fearless in experimentation and continuous improvements
Leadership:Manage direct reports and provide ongoing feedback and development coaching. Flourishes in a collaborative environment and builds strong working relationship with colleagues across the organization
Bachelor’s degree required.MBA preferred
8 + years relevant work experience in Customer Care and experience working with Contact Center and or Customer Service organization required
Self-motivated, organized, strategic thinker and works independently
Superior communication, presentation, and facilitation skills
High energy and detail oriented
Ability to make an immediate impact in a fast-paced environment
Exceptional analytical and critical thinking skills
Demonstrate strong commitment and passion. Show prior success at managing teams in complex environments
Must demonstrate flexibility and collaborative work approach to solve problems and develop customer-specific solutions and influencing multiple internal and external stakeholders
Relentless desire for innovation balanced with the needs and customer expectations

Director, Customer Care-rotational Program Resume Examples & Samples

Geographic flexibility and must be open to relocation
While participating in the rotational program, must be open to up to 75% travel
Ability to quickly understand complex business issues and make strategic decisions

Director Customer Care Resume Examples & Samples

Proven knowledgeable experience in elevating the customer experience and clear understanding of how to proactively achieve key objective within the role
BS/BA Degree or equivalent
Minimum 10 years relevant work experience in an email and phone contact center environment
Proven results in developing and executing a corporate-level customer experience improvement strategy. Must have directly led and delivered measurable improvement programs over a multi-year period
Strong understanding of process improvement methodoliges and tools and the ability to apply and adapt them to different business situations especially the ability to work back from quantitative voice of the customer
Thorough understanding of change management principles
Demonstrate ability to communicate, present and influence credibly and effectively at all levels of the organization
Ability to prioritize, multi-task and perform effectively under pressure
Strategic thinking. Assume key responsibility for developing a plan that identifies key aspects of the customer experience
Customer focus. Listens to customer feedback and advocates for solutions that help customers achieve and exceed their goals and objectives
Change agent. Strong track record of successfully changing the culture and focus of an organization, including but not limited to customer and channel behavior
Driving results. Translates the vision/mission of the organization into actionable, quantitative plans. Conveys a sense of urgency and drives issues to closure. Holds people accountable for agreed to results. Identifies and keeps others focused others focused on the most important metrics that drive the business
Building teams. Strong supporter of working with peers and other company advocates insuring that buy in and change occurs. Values continuous improvement and sees training and education as a key component of employee development of success

Director, Customer Care Resume Examples & Samples

Provides leadership and direction for all Technical Support, RMA, Order Processing and Customer Service support staff, both locally and with remote teams, across multiple different product types including both hardware and software
Identifies strategic gaps to delivering on the mission of world-class customer experience, and develops strategic proposals on people, process, and technology investments and presents to regional functional leaders, including Sales, Marketing, Finance, Operations, and Human Resources
Proactively takes control and manages critical customer issues to resolution
Establishes escalation procedures to ensure timely and accurate resolution of issues
Tracks and provides executive leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance
Performs root-cause analysis on KPI underperformance. Develops and implements both short-term and long-term countermeasures, to improve performance both immediately and systematically for the future
Regularly evaluates talent, develops succession plans, and takes organizational actions to ensure the development of individual associates and external hiring of critical talent needs
Ensures that appropriate staffing models are developed and implemented to optimize service level across the organization with available resources
Evaluates and improves the effectiveness of Customer Care staff by establishing, monitoring, and establishing accountability to individual and group performance criteria
Establishes a continuous education program to identify and address both technical and soft skill training needs to ensure positive customer experience
Provides timely follow up to all communication and commitments
Works on issues of diverse scope requiring an evaluation of a variety of factors (i.e., business trends, team impact)
Frequently interacts with subordinates and/or peer group managers involving matters between departments or functional areas. Often leads a cooperative effort among members of a project team
Handles personnel actions including staffing, performance reviews, disciplinary actions, and coordination of training and development. Reinforces desired behaviors
Attend Dental Shows as needed to provide customer service support to the sales team
Up to 25% travel required, including regular travel to remote team locations
Communication— Must be able to effectively communicate in both written and verbal forms
Leadership – Must be able to inform, convince, and persuade others to action on key initiatives
Results orientation – Must deliver results and have a desire to win
Team/Customer Orientated – Must be willing and able to work closely with other departments, peers, etc
Detail Orientated—Must pay close attention to detail
Flexible/Creative—Must be able and willing to think outside of the box and demonstrate flexibility within the role
BA or BS Degree. MBA Preferred
Customer Service and/or Technical Support experience in contact center environments, preferably within the medical/dental industry (10+ years’ experience)
Demonstrated management experience (7+ years) in the areas of engagement, program management, budget management, staffing levels, and objective setting and staff performance evaluations
Proven ability to diffuse conflict and difficult situations
Demonstrated process development and implementation experience
Experience with customer focused performance metrics and continuous improvement
Experience with case management tools
Ability to learn and apply new skills quickly
Ability to adapt to a rapidly changing environment, and to work under pressure
Strong organizational, multi-tasking, time management skills
Strong analytical skills, reporting capabilities and ability to analyze information to help make sound business decisions
Expected to provide "hands-on" leadership, foster teamwork and collaboration, and drive employee engagement
Expertise with MS Office software
Understanding of Dental terms and technology preferred

Director, Customer Care Team Resume Examples & Samples

8-10 years experience in call center management
Skilled in call center technology and applications
Strong vendor management experience
Strong process leader—ability to identify and influence process improvements
Strong advocacy skills
Change leader – ability to create and deploy strategic and tactical plans; ability to translate organizational strategy into action

Director, Customer Care Metrics Resume Examples & Samples

Drive the design, implementation and optimization of the Care metrics structure to align strategically with the business, establishing and maintaining a link between metrics performance and Care business performance. This includes converting Care to a P&L metrics structure to enable significant improvements in performance and Care contribution to TMUS
Oversee a cross-functional Metrics Team to determine optimal metrics and target levels for each line of business, such as level of performance needed to achieve Care financial and customer experience objectives
Manage the Metrics Program budget, including tracking program and individual metrics performance to determine effectiveness of program spend and return on investment, with the objective of driving the highest level of performance on budgeted spend
Collaborate with Metrics Team, call center directors and support teams, reporting, finance analytics team and HR
Experience with Customer Service in telecommunication or equivalent
Strong leadership skills, with the ability to conceive, communicate, and implement design concepts that improve the performance of the call centers
Deep financial understanding, be able to create and manage departmental budgets, prepare and adjudicate business cases
Visionary leadership – drives adoption of innovative approaches, focused on generating and implementing new possibilities to improve performance
Strong Collaborator – builds relationships of influence quickly and effectively, partners with peers and markets to create alignment and speed to implement
Significant experience leading high performing teams of metrics professionals
Bachelor’s degree required; Master preferred
Strong leadership skills and the ability to build a network across an organization that is experiencing rapid growth
Strategically-minded, contributing to the development of a coherent overarching strategic vision for the company
Strong business acumen and problem solving skills with the ability to turn findings into executable plans
Collaborative, yet influential; a strong negotiator who speaks with conviction while also willing to flex and compromise in order to create the best solution for the needs of the customer and the business
Organizationally savvy; utilizes partnerships across the organization and leverages knowledge of formal and informal decision-making processes to accomplish work objectives
Sets performance direction by translating broader business initiatives into clear team objectives and individual goals, aligning appropriately with other groups for efficient, coordinated action
Able to motivate and mobilize others; creating a cohesive and inspirational team environment
A hands-on leader; broadly shares responsibility and accountability of both routine and important tasks and decisions
Exceptional communication skills, both verbal and written, regardless of audience, medium, or forum
Ability to address and realize both long-term and short-term goals and objectives
Demonstrated ability to build trust and strong cross functional relationships across an organization to achieve common goals
Takes a constructive and proactive approach to problem solving
Professional with a high degree of integrity and honesty
Possesses a low ego; celebrates the success of others in the business; passionate for helping the customer do their job better
An inspirational leader and skilled team builder
A visionary who sees the “bigger picture”
Agile; thrives in a fast-paced, constantly shifting environment

Director, Customer Care Resume Examples & Samples

Four-year college degree in a technical discipline, engineering or applied mathematics preferred
Requires a minimum of10 years experience in a software support or software development or IT organization
Requires a minimum of 3 years software or support team management
LI-SN

Director, Customer Care Team Resume Examples & Samples

Lead the written complaint and law liaison teams that manage complex customer complaints and issues
Lead; provide oversight and guidance to the FINRA, SEC, State Insurance and other Regulatory complaints
Lead; provide oversight and guidance to Trustee and EMT complaints
Provide Supervisory oversight of the complaint process
Review and approve settlements and write-off’s for legal and complaint work
Manages relationships across the organization, and collaborates on issue resolutions with individual business areas
Oversees the following functions for the team. Manages performance by effectively communicating specific expectations and provides regular feedback on progress. Completes performance appraisals and develops performance improvement plans to address deficiencies. Recommends and makes available training and resources to accomplish objectives. Oversees this function for the team
Makes recommendations regarding salary, rewards/recognition, promotion, etc., for all direct reports and oversees this function for the team
Functions as the hiring manager when adding/replenishing talent. Interviews applicants and selects the appropriate skill set and talent for the open position. Oversees this function for the team
Reviews and approves budgets for the unit in relation to write-off’s, and ensures that they are aligned with business objectives and plans. Ensures expenditures are monitored
Champions a culture of compliance ensuring compliance with all regulatory and internal requirements
High School Diploma or GED. BA/BS or equivalent work experience
Series 6, 63, and 26 Required. May obtain the 26 within the first 90 days of employment
3-5 years Financial Services experience
3-5 years People Management experience
3-5 years Coaching/Training/Facilitation experience
3-5 years Call Center experience

Director, Customer Care Resume Examples & Samples

Provides leadership and direction for all Technical Support, Order Processing and Customer Service support staff, both locally and with remote teams, across multiple different product lines and brands, including both hardware and software
Establishes escalation procedures to ensure timely and accurate resolution of customer issues
Proactively takes control and manages highly escalated customer issues to resolution
Tracks and provides executive leadership with detailed information on Key Performance Indicators \(KPIs\) of customer care and service performance
Performs root-cause analysis on KPI underperformance. Develops and implements both short- term and long-term countermeasures, to improve performance both immediately and systematically for the future
Establishes onboarding training and continuous education programs address both technical and soft skill training needs to ensure positive customer experience
Attend Dental Shows, and visit customer and dealer locations as needed to gather customer
Experience insights

Director, Customer Care & Sales Resume Examples & Samples

Establish and implement the roadmap to transform the BRS Care team from one of Service Excellence to include Sales Superiority
Influence related strategies, service projects and cross-functional relationships that will optimize new business solutions and ensure the delivery of a positive customer and employee experience
Lead the transformation of the employee Engagement model - recruiting, hiring, training, support and success
Provide strategic leadership for the Call Centre organization in its entirety
A solution oriented leader who has an innate ability to source and analyze pertinent data to solve complex issues
Demonstrated experience in enhancing productivity and optimizing a sales force
Recognized leader with clear track record of using teamwork to create competitive advantage
Strong content development and delivery skills, demonstrated in wide variety of internal and external/customer settings
Advanced business analysis, communication and social skills
Ability to formulate, articulate, and implement broad strategic programs
Strategic thinker with ability to quickly identify and understand issues and opportunities in an environment that is highly dynamic and competitive
A proven leader who is committed to grow and develop high performance teams
10+ years of General Management experience including leading teams in a 7x 24 operating environment
University degree in related discipline or 7+ years related experience
Bilingualism is required
Demonstrated experience dealing with large financial budgets

Director Customer Care Operations Resume Examples & Samples

Proven track record in managing and improving customer experience
Experience with Digital Care (Social, Community and Content) is a plus
Experience with participating in teams outside of care within a matrix-organization is a plus
Experience with developing, owning and adhering to budget targets is a must
Experience with outsourced contact centers is a must
Proven track record with developing and executing on (multi-year) strategic plans
Vast experience in a technology driven company/technical environment (start-up or Software Company) is preferred

Director Customer Care Center Resume Examples & Samples

Meet or exceed performance expectations in all operational areas to include call answer rate, call quality, alarm signal response time and accuracy, and budget performance
Lead ADT to establish customer care focused virtual call center environment
Achieve objective of exceeding customer expectations
Achieve objective of making ADT a positive work environment for all CMC team members
Motivate and assist team members in self development
Effectively manage CMC operations using total quality management
Plan and forecast accurately to ensure optimal staffing levels
Minimum of ten (10) to fifteen (15) years of previous related experience
Intermediate to advanced computer skills in a Windows/NT environment

Director, Customer Care Resume Examples & Samples

Primary implementer and leader for the AMRI Customer Care Department, with responsibility for leadership of the support team as well as creating collaborative relationships with other functional department heads. Overseeing activities, including daily order management and order entry, scheduled weekly supply updates, customer orders and order fulfillment reporting and ad hoc reporting; order issue resolution; reconciliation and root cause analysis of missed delivery dates
Develop and implement metrics and trend analysis to ensure Customer Care goals are achieved,
Ensuring change initiatives to support a sales and customer centric culture are implemented
Support and execute upon all corporate financial goals, including all activities at quarter and year end
Ensure Order Management compliance with respect to State Licensing / DEA Compliance, SOX, etc. Elevate any risks to upper level management and provide solutions to remedy
Liaise with Supply Chain and Inventory Management Team when required
Support Oracle and CRM implementation as an SME, including providing user requirements and system testing resources
Travel Requirement: As needed to AMRI sites and to Customers
Bachelor’s Degree or equivalent education and experience. Master’s degree (MBA) preferred
Minimum of 8 years pharmaceutical experience with working knowledge of generics, API’s and or Drug Product
Customer interaction; knowledge of compliance standards relative to DEA, SOX
Knowledge of key operational processes
Customer Service in a regulated manufacturing environment is preferred
Working knowledge of Order to Cash process
Proficiency in MS Office program (Excel, Word, and Power Point) required. CRM, Oracle and SAP experience preferred
Basic understanding of pharmaceutical manufacturing, CRO, CMO, CDMO operations

Director, Customer Care Resume Examples & Samples

Develops a culture in which employees serve, solve and sell in a way that supports Cox strategies and reinforces the Cox culture. Serves as a role model for the Customer Care team in all aspects of the business. Balances the urgency of meeting budget and service goals with a positive work environment that focuses on team success, diversity and inclusion
Coaches and develops direct reports and sets direction to ensure all employees are coached, developed and motivated to achieve results
Analyzes the productivity of the Customer Care organization and recommends adjustments to staffing, performance targets and resources in order to maximize results
Conducts reviews of direct reports to ensure performance standards are met and, if not, takes immediate action to improve performance level
Hires managers, supervisors and individual contributors with the abilities required to lead the achievement of business goals and create a diverse workforce
Analyzes summaries of operating results and makes recommendations that influence the goals of the department, COE and enterprise
Directs the development and implementation of strategies to support high quality customer experiences, new product deployment and operational efficiency
Develops and implements annual operating plans to ensure that strategic initiatives are created to achieve the department’s budgeted revenue
Provides input and subject matter expertise in the annual budgeting process. Recommends plan adjustments and targets that will meet or exceed budgeted objectives
Champions company-wide initiatives and new product launches, and directs successful implementation in areas of responsibility
Develops programs, policies and resource plans in order to maximize the efficiency and productivity of the Customer Care organization
Participates in the talent review process to ensure necessary talent is in the pipeline
Prepares crisis management plans, serves a first responder, and manages during the crisis period
Directs the development of appropriate tracking metrics and monitors the performance of the department to ensure that department and center objectives and regulatory standards are met
Directs, reviews and manages progress toward a standardized customer experience and performance deliverables, makes necessary tradeoffs between local and enterprise performance in delivering results
Reviews and directs the development/revision of programs, policies, reports, invoices and payments as required
Manages departmental budgets and controls expenses while meeting or exceeding revenue and service objectives
Provides direction to ensure company policies and procedures are followed and necessary accounting procedures and internal controls are in place
May collaborate with peer-level leadership group within and across the enterprise center on special projects and initiatives and to ensure that strategies and processes are aligned to optimize opportunities
May collaborate with all critical boundary partners (Field, Network Operations, Technology, Marketing, etc.) to shape the customer experience
Oversees relationships with affiliates or other outside organizations
Communicates customer concerns, opportunities, implementations and related issues within the center, across COEs, and with Atlanta staffs
Leads Customer Care team meetings to communicate progress toward targets and changes in direction, products, policies, expectations, processes and standards
Creates and participates in opportunities to serve as a public representative and image builder of Cox in the local community in order to network and develop and maintain Cox’s presence; e.g., promotes and/or attends non-profit events, serves as a member of the Chamber of Commerce and other local councils
Remains current on technical information regarding Cox’s telephony, data and video products and offerings, Customer Premises Equipment (CPE), networking, as well as leadership skills through completion of required/recommended training program
10 years of experience in Customer Service, Operations, Sales, Marketing or related fields achieving objectives
5 years successful experience in management demonstrating progressive leadership responsibilities
2 years work experience using Windows-based PCs, Microsoft Office

Director, Customer Care Center Resume Examples & Samples

Implement operational strategies, policies and procedures to ensure obtainment of identified performance standards (service level, productivity, quality)
Administers service level agreements within assigned operational companies (respond to customer calls, emails, letters)
Oversee vendor selection processes and contract management
Works closely with Managing Director Customer Experience and Business OfficeMD, Customer CareC to develop operational budget
Monitor and manage budget performance to meet goals; approve purchases and monitor expenditures
Implement tracking mechanism for work measurement, business analysis, and reporting
Implement plan for consistent communication for all customer care sites
Maintain regulatory relationships and compliance (intra-company and extra-company accountability)
Ensure apporiate work force planning to ensure staffing levels for top quartile customer service
BA/BS degree in business, economics, technology or similar fields, or equivalent work experience
5-7 years customer care or operations experience with the utilities or similar industry
Previous management level success
Systems knowledge
Ability to perform gap analysis
Presentation skills
MS Word - intermediate proficiency
MS Excel - intermediate proficiency
MS Project - basic proficiency

Director, Customer Care-automatic Labs Resume Examples & Samples

Lead, develop and coach the Customer Care team, including but not limited to the following
Lead and manage a team of customer care specialists
Bachelor's degree and/or equivalent combination of education and experience
8+ years of experience in consumer support and/or support operations, preferably in consumer technology companies
4+ years of managerial experience
Tech-savvy: familiar with Google Docs, Slack, and other web-native tools; know your way around mobile apps and understand the world of mobile app development
Experience with online community and social media
Experience with customer support software such as Zendesk, Desk.com or Salesforce, preferably Zendesk
Excellent communicator with experience presenting to senior management
Results-driven: building reports and making data driven decisions is second nature
Employ a mentorship mentality to managing team members
Must have access to a vehicle so that you can test our products
Bonus if you're an IoT and/or car geek
Model accountability, creativity, resourcefulness and team building
Good public speaking and presentation skills
Ability to focus on meticulous attention to details; strong organization skills
Commitment to internal and external client and customer service principles
Able to take initiative and follow through on projects to completion
Spelling, grammar, proofreading and editing skills
Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
Google Docs, Slack and other web native tools
Online community and social media
Customer support software such as Zendesk, Desk.com or Salesforce; Zendesk preferred