Manager, Customer Support Resume Samples

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R Collier

Reece

Collier

4818 Eldridge Valleys

Chicago

+1 (555) 362 0307

4818 Eldridge Valleys

Chicago

Phone

p +1 (555) 362 0307

Experience Experience

Boston, MA

Manager Customer Support

Boston, MA

Willms Group

Boston, MA

Manager Customer Support

Develop a strong working relationship with outsourced service partners which continually look for ways to improve the service provided/delivered to customers
Monitor the delivery of the agreed service levels and act upon delivery failures to identify root cause and remediation plan
Manage the day to day relationship with the outsourced service provider
Facilitate and drive issues investigation and resolution
Conduct monthly service review meetings with outsourced partner
Conduct monthly presentations to internal stakeholders
Working with other stakeholders, set performance targets, including quality and contact handling to achieve cost to serve

New York, NY

Manager, Customer Support

New York, NY

Welch Inc

New York, NY

Manager, Customer Support

Daily/weekly backlog and workload management, ensuring oversight and assistance of case management and backlog
Manage staff performance by setting performance targets and internal benchmarking levels
Responsible for all staffing, performance management, training, and development of associates
Establishes performance standards for the quality of work direct reporting staff are expected to achieve
Global collaboration with regional managers of separate Support locations as well as with management of the Global Product Specialization team
Work with GE delivery network on any delivery schedule issues
Manage departmental functions and associates to provide world class support and training

present

Boston, MA

Senior Manager, Customer Support

Boston, MA

Schuster-Mann

present

Boston, MA

Senior Manager, Customer Support

present

Work with Product Management and Product Support teams to provide customer feedback and also assist in product direction
Setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
Develop, track/monitor, analyze and publish key customer support metrics to manage the organization effectively
Help create and execute on the overall vision and strategic plan for the Customer Support (CS) department
Working cross-functionally to drive visibility and collaborative for process improvement
Oversee managers’ efforts to hire, develop and mentor Customer Support team members
Direct management responsibilities for all the designated resources, team objectives and drive performance results

Education Education

Bachelor’s Degree in Business Management

Johnson & Wales University

Bachelor’s Degree in Business Management

Skills Skills

Ability to identify critical issues quickly and accurately
Basic knowledge of customer support processes (i.e., pricing, returns, delivery, etc.)
Confident, professional and courteous communication with customers
Strong interpersonal skills
Able to groom team-members to help them grow to the next level
Strong track record of managing a telephone based sales and/or support team
Ability to communicate at different levels at the organization
Experience building process improvements and knowledge transfer amongst the team
Strong customer service focus
Ability to resolve associate and customer complaints/problems and provide follow up

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15 Manager, Customer Support resume templates

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Manager, Customer Support Center Resume Examples & Samples

Serves as escalation point for HD staff
Internal application user management and documentation
IT purchase requests-manages request to quote to purchase process and communicates, verifies and tracks various components
Asset management
Must keep meticulous track of inventory and related database
Ensures assets are registered in SCCM and all MACs are recorded
Assists users with cell phone ordering as needed
Online process
Assist Network Manager as needed (some server/app admin, basic network connectivity and/or configuration)

Project Manager, Customer Support Resume Examples & Samples

Acting as the Vice President’s representative at various meetings and functions and participating, as time permits, on special projects as directed by the Vice President, CS
Working with senior staff to create presentations and supporting material for use with CS leadership, the Sikorsky Executive Committee, and other internal and external customers and partners
Leading management communication initiatives on behalf of the Vice President, such as internal all hands meetings, employee communications, and other communications activities
Drafting executive level talking points, speeches, emails and correspondence
Coordinating white papers and presentations to support Sikorsky, UTC, customer and partner meetings
Working closely with internal functional support staff to resolve issues
Learning all key production and service and support issues and initiatives, and driving understanding across the organization
Working closely with peers across the organizations to ensure coordination across Programs
Prioritizing meetings and travel, managing meeting requests and attendees, travel schedules, creating agendas, coordinating pre work, and providing guidance to leadership staff

Manager Customer Support Resume Examples & Samples

Develop a strong working relationship with outsourced service partners which continually look for ways to improve the service provided/delivered to customers
Monitor the delivery of the agreed service levels and act upon delivery failures to identify root cause and remediation plan
Manage the day to day relationship with the outsourced service provider
Facilitate and drive issues investigation and resolution
Ensure understanding, documentation and management of SLA's
Develop any specific reporting requirements and ensure delivery of these reports
Drive resolution and timely closure of non-performance issues against agreed SLA’s and manage remediation efforts for areas of systemic non-performance including appropriate escalation if needed and generation of status reports to senior management
Conduct monthly service review meetings with outsourced partner
Conduct monthly presentations to internal stakeholders
Working with other stakeholders, set performance targets, including quality and contact handling to achieve cost to serve
Help develop and maintain a stable and flexible team that is highly committed, motivated, competent and results focused
Ability to manage performance of outsourced agencies using a range of measurement and motivational tools and techniques
Experience in managing various call center teams including outbound, retention and sales
This position has one direct report
Responsible for delegating tasks and managing performance of report

Manager Customer Support Resume Examples & Samples

Manages the daily aspects of call center operations to ensure staffing meets demand and customer expectations
Participate in management meetings with NACS Customer Support management team, Product teams as well as other internal and external stakeholders
Meet regularly with the systems/training/KB teams to represent agent issues in the development and fine tuning of the 24/7 site and the KB and to have a voice in the development of these vital resources
Strong advocate and skills in change management
Strong project management and leadership skills
Advance Excel usage and skills
Ability to apply forecasted volumes of incidents to meet staffing requirements
Ability to effectively present information and respond to questions from groups of managers, program team members, clients, customers and the general public
Ability to set, analyze and meet performance targets for speed, efficiency and quality of the Support’s Agent Operations group
Strong at troubleshooting technical issues
Ability to turn ideas into solutions
Proficient customer service and interpersonal skills
Proficient written and verbal communication skills
Exercises good independent judgment and is self-motivated
Must show initiative, exhibit pride and passion in work, and be results-oriented
Must be able to work under deadlines, meet outlined goals, and work independently with minimal supervision in order to accomplish tasks effectively and accurately
Excellent personnel management & motivational skills required
Knowledge and experience with a Customer Relationship Management (CRM) or Call Management system required
Strong knowledge and experience with current technologies and production software packages

Manager Customer Support Resume Examples & Samples

Conveys customer feedback to product development staff in order to continuously improve client satisfaction
Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources
Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options
Bachelor's degree in business management, computer science or related field preferred

Manager, Customer Support Resume Examples & Samples

Providing guidance to a team of business / technology focused Support Analysts who are accountable for providing strong customer service by providing fast and accurate solutions to complex application behaviors
Development of team skillsets
Fostering career growth while motivating employees
Defining and fostering successful completion of objectives
Process creation and improvement
Performance monitoring and policy enforcement
KPI (Key Performance Indicator) creation
Global collaboration with regional managers of separate Support locations as well as with management of the Global Product Specialization team
Organizing and leading team meetings and events
Client facing communication, including resolution of challenging client scenarios
Interaction with management of various functional areas throughout OpenLink
Providing presentations to large audiences covering Support Group procedures and best practices
Management of defect status calls
Staying up to date with industry trends and concepts, and potential impact on business
Maintaining regular touch points with top clients for relationship building and collaboration
Bachelor’s degree or higher. Specialization in Computer Science, Finance, Business, or Information Systems is preferred. Master’s degree preferred
Strong knowledge of running day to day operations of a Support Group in a financial or energy related field required
Experience developing and maintaining client relationships required
Strong knowledge of the Software Development Lifecycle required
Knowledge of general technical concepts including SQL, database management and/or programming required
Strong organizational skills and ability to multi-task in a high-pressure fast paced business environment required
Strong background of resolving challenging client scenarios required
Knowledge of OpenLink applications required
Knowledge of finance and business terminology required
Strong problem solving and analytical skills required
5+ years Support management experience, preferably in a financial or energy related field

Manager, Customer Support Resume Examples & Samples

Serving as a subject matter expert and resource in technical and procedural applications of the Card Services call center Operations
Developing and implementing policies and procedures on systems and the flow of information
Creating and implementing programs and plans that support the strategic objectives of the Card Services call center
Partnering with Process Owners in the establishing and overseeing of new procedures (SOPs – Standard Operating Procedures) to address areas requiring improvement as it pertains to Customer Solutions’ support of Card Services
Developing customer educational programs and acting as a customer service advocate
Leading matrix teams on different projects and process improvement and partner with other organizations to ensure client satisfaction by serving as a point of contact for Card Services Account Management teams
Participating in client visits and account reviews, and resolving client issues
Establishing and maintaining industry relations, provide assistance to support groups to improve procedures, products, and systems used by the staff, and performance management functions
Acting as a liaison between Customer Solutions and Card Services and supporting the Card Services LOB
Minimum of five years in leadership/management roles. Strong comfort level with C Level engagement
Minimum of five years of experience in Card Services. More specifically in Back Office Operations as it pertains to Credit and Debit Card chargebacks and disputes processes
Knowledge of customer service techniques and standards required
Strong verbal and written communication skills as well as presentation skills
Time management and analytical skills
15%

Manager, Customer Support Engineering Resume Examples & Samples

Oversees the delivery of collaborative and knowledgeable customer communication and problem resolution to achieve top-notch customer service
Manages team of technicians, including interviewing and selecting, training, mentoring, motivating, rewarding and correcting in accordance with company practice and policy
Provides professional career development of team members
Monitors technicians to assure productivity, employee demeanor, customer focus and technical accuracy
Evaluates workload and schedule of team members to ensure proper staff availability
Conducts regular reviews of cases and case management
Serves as an escalation point for cases requiring management involvement
Meets regularly with staff and individuals to provide feedback and assess performance
Assists the organization in focusing on problem and call prevention, resolution documentation, and driving customer satisfaction
Experience managing the support of external customers
Direct experience providing end-user support in Linux and Windows environments
ITIL certification is preferred
Demonstrated ability to develop strong business relationships
Ability to multi-task in a fast paced, growing environment
Strong analytical and problem solving skills
Exceptional written and verbal communication skills

Senior Manager, Customer Support Resume Examples & Samples

Contribute to development and implementation of Global Customer Support management operating model and
Successfully managed a team of individual contributors in past assignments in addition to having past success as a
Ability and experience establishing and communicating objectives and implementing plans to assure attainment while

Manager, Customer Support MD Resume Examples & Samples

Manages the Western PACS Support team, being the primary point of escalation contact for customers with technical issues or requests related to our products and services
Manages the support needs and priorities of all customer sites through continual interaction with customer personnel
Coordinate efforts from resources across functional areas and outside vendors in order to ensure the customers’ support requirements are addressed in a timely manner to the highest quality standards
Mentor and guide the team to rapidly resolve issues, report and track time accurately, and respond in a positive manner in all their interactions with internal and external customers
Maintain an expert working knowledge of current medical imaging products and DICOM, HL-7 and other related technologies
Assess hardware, software and network related issues on customer systems and directly or through others provides solutions for repairs
Stay abreast of the latest industry/technology advances through continuous education
Ensures that problems and solutions are effectively documented into a product knowledge database
Ensure that employees are trained on the appropriate products and related technologies and there are systems in place to ensure continuous skill updates as the product offerings evolve
Occasionally participates in customer site visits, as necessary
Adheres to the Company’s quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures

Manager, Customer Support Resume Examples & Samples

Oversee customer order process via EDI & Commerce Hub- ability to handle high volume of requests with ease and the ability to address customers questions efficiently and accurately
Oversee and monitor daily VMI accounts sales performance
Work with GE delivery network on any delivery schedule issues
Create reporting to provide visibility to sales, customers and SCM team with estimated order fill dates
Participate in S&OP meetings with SCM team and raise issues & concerns about customers inventory availability
Provide quick response to customer/consumer needs in order to maximize customer satisfaction
Work with Commerce hub on any system related issues
Monitor 3PL call center agents, create SOP's and training material for call center agents, provide guidance as needed
Provide operational visibility of account to logistics and sales leadership (Covering order metrics like Order Fill rate %, Cancel % and return %)
Analyze root causes of returns to generate innovative ideas on reducing returns and improve customer profitability
Work with sales & CPFR team on sales projections to forecast for customer management resource needs at the call center
Work with merchants on display PO's or any related issues
Provide guidance to team on resolving pricing or other OM issues

Senior Manager, Customer Support Resume Examples & Samples

Defining the customer support and negotiation strategy aligned to delivering the business long range plan
Establishing and delivering the customer support, and sub-national negotiation operational plan aligned to each business unit’s needs
Analyse and assimilate extensive market data/intelligence and incorporate relevant findings into the local area strategic plans ensuring that future Celgene Value propositions meet the needs of our external stakeholders
Implement excellence in customer support ensuring industry leading standards are delivered with clear stakeholder engagement & communication
Participate in the design and implementation of our Portfolio Life Cycle Management strategy, ensuring strong focus on how this can be supported by the right relationships and service offerings at an NHS pharmacy and procurement level
Ensure that field teams have a holistic view of customer interactions at a pharmacy and procurement level
Work closely with the field and commercial teams to ensure their collaboration and engagement in customer service at a pharmacy level
In close collaboration with the PAF processing team lead the continued development of our electronic risk management platform ensuring that it provides enhanced customer experience and reduces operational workload within the NHS
Drive the continued acceptance and implementation of our electronic Risk Management system at an NHS pharmacy level
Working closely with the PAF processing team, ensure that active electronic Risk Management customers are supported and trained as appropriate
Manage and enhance our Treatment Continuation Scheme process ensuring excellent feedback from NHS pharmacists and strong NHS support
Work closely with the Market Access and Commercial teams to ensure that Treatment Continuation Scheme systems and processes support future product indications
Lead cross functional teams related to improved service offerings, e.g., home delivery, to deliver on agreed objectives & build strong relationships with other functions across the affiliate
Monitor the industry, and wider, customer service environment to ensure the Celgene model is best practice
Establishing Compassionate Use & Zero Cost stock distribution strategy, and maintaining tracking of approval & reporting for compassionate / zero cost product supply for relevant products
Defining SLA’s both externally and internally to suit business needs and ensuring these are measured and adhered to
Support the development of patient access scheme strategies in the cross-functional team and ensuring these incorporate the best interests of Celgene’s customers
Form relationships within the European Customer Service team to influence decisions and strategy at wider European level
Identify new initiatives and opportunities, both internally and externally that supports Celgene’s business and where appropriate gain support from the cross-functional team and Senior Management through development of business cases
Lead the customer support function with dotted line responsibility for sub-national negotiation teams where applicable. Provide ongoing coaching and development to ensure the team are experts within their field. Build succession to all key roles within the team
Deputise for the Associate Director, Finance & Customer Service when required and support in evaluation and development of strategies for the wider function & business
Demonstrate leadership across the wider Celgene business within the affiliate and Europe
University level qualification required, and possibly business or logistics qualification
Leadership experience within customer facing roles ideally with familiarisation of homecare and patients access schemes
Knowledge of outsourced LSPs and the pharma supply chain
Ideally experience with NHS pharmacy, supply chain, and/or regional contracting, and network of key stakeholder contacts in this arena
Successful track record within customer support and negotiation ideally within the pharmaceutical industry
Evidence of enhancing customer service offering experience
Highly numerate
Requires little direction and is a provider of coaching, guidance and authorisation
Proven track record of effective people management including coaching, motivating and development planning
Demonstrated ability to lead strategically, drive performance, build alignment, influence, execute
Ability to work effectively in complex, rapidly changing environments
Strong project and process management skills, along with the ability to work on multiple tasks, and to effectively prioritize
Must be PC literate in Microsoft Office with excellent Excel skills
Proven team player with ability to work cross functionally
Excellent analytical, written and oral communication skills required
Working knowledge of the ABPI code of practice preferred
At least 5 years industry experience with preferably 3+ years of logistics & pricing
Experience of home and wider forms of product delivery within pharma

Senior Manager, Customer Support Services Resume Examples & Samples

A minimum of a Bachelor’s degree is required
A minimum of eight (8) years of business experience is required
A minimum of five (5) years of people management experience is required
Experience in a Customer Service Center environment, as well as business knowledge of other areas such as Supply Chain, Operations, Collections, Sales & Marketing, and/or e-Commerce is preferred
Process Excellence, Green Belt and/or Black Belt Certification, and SOX knowledge experience are a plus
SAP, Salesforce.com, and Interactive Intelligence system experience is a plus
Outstanding communication skills – effectively facilitates an environment that demonstrates listening, verbal, and written communications with partners and customers to improve business results
Demonstrated collaboration skills - Influencing stakeholders to generate business growth and enhances internal and external relationships across all levels of the business. Coaches individuals and leads team in managing conflict and embracing diversity. Team member, ability to contribute positively to the morale of the team; ability to collaborate with J&J Operating Companies and Suppliers
This position is located in Monument, CO and may require up to 25% of domestic travel.Customer Service

Senior Manager Customer Support Resume Examples & Samples

Develops and maintain relationships with customers, sales and other internal HDS organizations
Facilitates effective leadership for team of CRMs (Customer Relationship Managers) dedicated to the Global and Strategic customer base
Point of ownership and communications for sales and pre-sales teams for all support related activities, strategies and initiatives
Works with team members and management peers to ensure successful service related events within assigned customers
Ensure the appropriate skills/knowledge are leveraged to support the customer
Identifies product/process issues and/or trends that need improvement
Recommends and/or implements appropriate changes
Oversees business transactions for the district and reviews quotes/contracts as needed
Experience dealing with Fortune 500 companies in a highly technical and demanding environment and preferably with global operations
BA/BS degree or combination of education and experience
Strong knowledge of the Storage industry, products, cloud & Converged solutions. Digital transformation awareness with solution focus
Excellent people management skills. An individual who can lead and motivate people, and lead and develop synchronized and productive teams focused on clear goals and outcomes
An accomplished team worker: Able to lead, develop and work as part of a team, gaining the commitment of team members for organizational change, generating enthusiasm around team goals, actively seeking input from others and reacting appropriately. Used to working as part of a leadership team in a global matrix environment
Excellent written and verbal communication skills, time management, negotiation and change management skills
Effectively work with all partners, peers and levels of management in the company; quickly learns the organization and how to maximize relationships
Analytical reasoning, creativity, conceptual ability, critical thinking and judgment
Ability to use financial/quantitative data. Demonstrated project planning and project management skills and proven success in managing large, cross-functional projects and resources

Manager Customer Support Resume Examples & Samples

In conjunction with the manager, is responsible for the human resources management of team, which includes hiring, training, coaching, mentoring, recognition and performance management. Determines action plans for improving and maintaining high employee engagement levels. Investigating and implementing industry best practices and processes Maximizing efficiency through the use of appropriate support systems and tools Delivering high quality support collateral Establishing and achieving recurring support performance goals Continually advocating for customers and finding new ways to add value to the Client experience
Strong technical background with a proven ability to resolve highly complex Incidents
Workforce Management support experience C# / .NET / Silverlight is an asset

Manager Customer Support Resume Examples & Samples

Provides leadership, coaching, monitoring and support to the Customer Service Analysts (CSAs)
Provide positive and constructive feedback to employees while placing emphasis on continuous improvements and ownership on the part of the employees
Ensure clients are provided with the best service by managing, directing, and developing a team that is focused on World-class service and committed to successfully achieving the Customer Care Organization’s objectives
Ensures achievement of service level and customer satisfaction goals/objectives and metrics as agreed to within the Customer Care Organization
Set Performance Management objectives and expectations, observe and track performance, provide performance feedback to employees and manage performance
Conducts Quality Monitoring with random selected calls by listening to and evaluating calls, record and provide constructive feedback to CSAs
Works in concert with the Service Effectiveness team to plan and schedule resources
Involved in resolution of difficult client escalation issues
Bachelor’s degree or equivalent work experience required
Experience in the area of payroll, tax, time & attendance and/or human resources is required
Demonstrated ability in successful problem solving and management of multiple tasks required
Can effectively cope with change, can shift gears comfortable, can decide and act without having the total picture, can comfortably handle risk and uncertainty
Ability to work with multiple organizations

Senior Manager Customer Support Resume Examples & Samples

Partner with assigned Client Services Senior Manager and Workplace team members to maintain and grow existing relationships become a resource for the entire organization
Assist in the preparation of presentations, business cases, internal communications and occupancy analysis. Develop detailed specifications for implementation of new processes and procedures for Workplace
Master's degree or equivalent combination of education and experience
Master's degree in business management, computer science or related field preferred
Twelve or more years of customer service or other telephone operations experience
Nine or more years of supervisory or management experience included
Strong ability to establish priorities and objectives for operation with limited direction

Senior Manager, Customer Support Resume Examples & Samples

5+ years of people management experience with a proven track record of managing, mentoring, coaching, and developing high performing teams
Bachelor’s degree in a business related field required. Master’s degree a plus
Direct prior experience in a B2B customer facing role, such as Sales, Account Management, or Customer Service
Ability to manage/problem solve within a fast-paced, rapidly changing environment with multiple priorities
Well-developed oral and written communication/presentation skills
Prior experience with Continuous Improvement methodologies such as Lean Six Sigma desired
Prior experience with Project Management and Change Management desired
Knowledge of / experience from a related industry desired (food, beverage, pharmaceutical, chemical, etc.)

Manager, Customer Support Resume Examples & Samples

Provides leadership and direction for Customer Support team with strong focus on providing excellent customer service
Assigns and reviews work assignments
Daily/weekly backlog and workload management, ensuring oversight and assistance of case management and backlog
Meets routinely with team and direct reporting staff to discuss progress and offer assistance in support of client satisfaction
Provides feedback, training and guidance to direct reporting staff
Establishes performance standards for the quality of work direct reporting staff are expected to achieve
Reviews team metrics weekly to ensure efficient operations and areas of opportunity
Collaborates and drives consistent best practices across Customer Support functions and teams to drive consistency in the customer experience
Oversees management of more difficult clients to promote success and improve client satisfaction
Orients new reporting staff regarding company or department policies/procedures and what is expected of them in the way of performance results and standards. Review their position specific responsibilities with them
Creates internal and external documentation/communication as appropriate
Communicates with client sponsor and senior level management as appropriate
Serves as escalation point
Minimum of 2 years of leadership or project management experience
Bachelor Degree or equivalent relevant work experience
Professional presentation combined with a customer service attitude
Possesses initiative, analytical skills, with emphasis on problem solving capabilities & excellent communication skills
Proven knowledge and experience in customer support including managing multiple or complex client accounts
Demonstrated ability to work in a team environment that requires quick turnaround and quality output
Proficiency in time management

Workforce Manager Customer Support Resume Examples & Samples

· A Bachelor or Master degree
· Perfect understanding of the English language
· Advanced knowledge of Excel, Tableau and Business objects
· Proven project management skills
· Knowledge of Avaya / IEX would be an advantage

Manager, Customer Support Resume Examples & Samples

Manage departmental functions and associates to provide world class support and training
Assure that all programs and processes adhere to ISO procedures
Enthusiasm and dedication to assure successful support and training operations
Demonstrated vision for change and continuous improvement
Strong focus on the customer and meeting customer needs
Basic knowledge of customer support processes (i.e., pricing, returns, delivery, etc.)
Previous supervisory experience required
Experience in recruitment, development, hiring and termination of personnel
Ability to resolve associate and customer complaints/problems and provide follow up
H.S. Diploma
5+ years’ experience in phone sales, technical support and/or training
3+ years Experience in technical training and management support
Bachelor's degree with technical background and experience preferred

Senior Manager Customer Support Resume Examples & Samples

Establishes Customer Support standards, procedures, performance levels and documentation requirements
Establishes and recommends changes to policy which affect Customer relationships
Provides guidance to staff to achieve goals in accordance with established policies
Responsible for hiring/firing/disciplinary decisions affecting employees
Recommends or terminates external resources (contractors)
Ensures staff skills are developed and maintained on a continual basis to ensure cost/effective operations
Manages relationships with vendors, consultants, contractors, and professional associations to keep informed with existing and evolving industry standards and technologies
Develops departmental tactical and strategic planning processes
Communicates Customer Administration status, issues to high level management, users and staff
Leads and Oversees

Manager, Customer Support Resume Examples & Samples

Review and respond to customer issues raised in customer surveys
Contacting customers directly to determine satisfaction with services received and to coordinate the resolution of any customer concerns
Review and analyze trends from issues coming through the Employee Concerns Hotline (ECH)
Review current business analytics and prepare summaries and trend analysis
Review COMSTAT reports and prepare analysis
A minimum of five (5) years of administrative support experience
Work history to include demonstration of the following
Ability to identify critical issues quickly and accurately
Manager, Human Resources Systems (Jupiter, FL)

Manager, Customer Support Resume Examples & Samples

Maintain and improve individual performance levels of team to ensure targets are met
Work with other team managers to ensure efficient and effective coverage of hours and skills
Provide prompt and complete resolution of technical challenges and business issues
Liaise and work closely with the following
Monitor key performance indicators assigned to customers and team members
Ensure all client concerns are addressed in a timely manner, including the following: events, ticketing issues, requests, questions, and training opportunities; handle escalations as needed

Senior Manager, Customer Support Resume Examples & Samples

Manage the 1st Line customer support team across Asia Pacific – hire and retain the best software support professionals and planning for future business needs
Implement 1st Line Support Centers across Asia Pac based on market needs
Conduct performance reviews for Global Service Center Team. Mentor, coach and lead the team to success
Act as the escalation manager for APAC for 1st line customer product issues, and driving the issue to resolution as well as managing communications within Veeva and the customer
Build meaningful metrics around 1st Line support and analyze the data for gaps and improvement areas
Develop and foster strategic relationships with Customers
Approve processes, policies, and procedures to ensure customer success
Have high level product understanding across all Product areas
Work with Product Management and Product Support teams to provide customer feedback and also assist in product direction
Strategic thinking and help drive organizational initiatives
Ability to communicate and drive results with Product Leadership
Conduct quarterly operational reviews to drive improvement

Manager Customer Support Resume Examples & Samples

Responsible for Customer Effort Survey, Net Promoter, AIN & ProPilot Survey scores and executing MOR, RAILs, and improvement plans to improve customer satisfaction and survey rankings, and addressing customer specific scorecard metrics
Evaluates and administers Discretionary Customer Consideration Board (DCCB) actions within a timely manner. Seeks to provide continuous contractual, policy or other related business model changes to minimize escalations and economic considerations
Develops and Leads Customer Core Team and ensures consistency in customer monthly operating system review (MOR) with key accounts, contact plans, communication, support for both commercial and technical services
Coordinate and lead Machine to Machine (M2M) deployment & sustainment

Manager Customer Support Speci Resume Examples & Samples

Establish a management operating system (MOS) utilizing salesforce.com (SFDC) with assigned BGA customers thru the use of service requests to their committed deadlines
Facilitates and coordinates executive meetings between Honeywell and assigned customers, including hosting Sr. Leadership and Executive Reviews with assigned accounts
Accountable to develop improvement initiatives to influence key metrics such as AOG Performance, OTTR, Short to Lead time Orders, Dispute Resolution, CSO and ATS Responsiveness and Service & Support for assigned key accounts

Senior Manager, Customer Support Resume Examples & Samples

Help create and execute on the overall vision and strategic plan for the Customer Support (CS) department
Advise on innovative processes and tools that can be adopted to elevate customer experiences
Ensure that the Customer Support teams proactively provide high-quality customer support in a timely manner to always strive for outstanding customer experiences
Develop, track/monitor, analyze and publish key customer support metrics to manage the organization effectively
Align processes and methods with US Customer Support
Manage and refine country specific tender processes
Manage day-to-day operations and the Customer Support team utilization model for optimal workload capacity, while striving for the highest standards of quality, so that teams consist of the optimal number of people with the appropriate skills to support customer needs
Analyze trends that can define actionable tasks and/or projects for the Customer Support organization or other related cross-functional teams
Manage escalation of critical customer issues, working closely with internal teams
Build strong internal and external customer relationships
Oversee managers’ efforts to hire, develop and mentor Customer Support team members
Responsible for successfully onboarding and training new Customer Support representatives
Responsible for ongoing Customer Support training to achieve and maintain department goals and standards
Work with company training manuals, reference guides and materials that accurately reflect the targeted Customer Support culture, processes, tasks and preferred way of interacting with Hologic customers
Develop a strong sense of Customer Support awareness, concern and empathy for the patient who is relying on Hologic’s prompt delivery of quality Hologic products
Emphasize and focus teams on external Hologic customers as well as internal customers
Create and ensure an environment that raises the bar to achieve a high level of employee engagement
Manage call center systems to support department goals and expectations, especially related to customer responsiveness
BA/BS
Previous experience as a manager/Senior Manager of a successful customer support team(s)
Medical Device or Pharmaceutical products business experience preferred
Strong understanding and knowledge of the customer support role in a successful environment
Understanding of Hologic needs regarding order entry and other customer support processes
Be proactive regarding customer communication and establishing regular mechanisms to keep customers informed
Be able to collaborate cross functionally and with external stakeholders
Demonstrate a passion for building a culture of quality and operational excellence with the goal of creating exceptional customer experiences
Willing and able to address escalated client issues effectively

Manager, Customer Support Resume Examples & Samples

Profound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics - CSAT, Time to Resolution (TTR), Backlogs etc
Responsible for People Management – Hiring, productivity, employee morale, resource allocation and utilization, team motivation, attrition and training
Own and bring to conclusion customer escalations by working with cross-teams in Support, development and operations team
Drive daily incident management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences
Represent the Platform, Product and ServiceNow effectively with customers
Manage major operations outages and communications to the customers
Participate in weekend and holiday on-call rotation as required
Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
Leading by example to cultivate and maintain a culture built on teamwork and collaboration
Manage to the company and department’s vision, mission and values
A minimum of 6 years technical support and service management experience with a minimum of 3-4 years in a manager or senior manager role is required
Experience managing Enterprise support in a large and complex environment in a web based service and technology
Proven capability of having successfully delivered on support metrics and managed support team
Customer first Mind set and a “Get it done” attitude are critical success factors for this role
Demonstrated ability to provide exceptional internal and external customer care
Proven ability to create and implement programs to drive efficient, innovative operations and contain expenses
Ability to lead change by effectively building commitment and winning support for initiatives
A trustworthy leader with a reputation for fairness, dependability and adherence to high ethical standards. Strong analytical and problem-solving skills

Manager, Customer Support MD Resume Examples & Samples

Responsible for managing post-implementation application and technical support to external customers
Manage profitable technical assistance call center operations on an engaged, day-to-day basis
Manage business operations to service, support, and upgrade service level agreements (SLA's), leveraging data to provide operational transparency
Hire, train, mentor, motivate, and develop performance and skills of technical support engineers
Act as escalation point for customer issue resolution. Provide leadership and collaboration to multidisciplinary team for management of customer issue to full resolution
Establish and own positive customer relationships post installation and when customer is transitioned to routine support
Collaboratively own and work to continuously improve business processes, including customer maintenance and software upgrade support projects
Ensure compliance with all applicable requirements of the company’s quality management system
Bachelor’s degree in a business related field and/or equivalent related work experience
3+ years customer-facing technical support and/or field support experience including 2+ years of managerial experience in a technical environment
Experience with incident management industry tools (help desk case management software)
Excellent interaction skills with internal and external audiences, ensuring productive and sucessful interviewing, conflict management, persuasion, and presentation outcomes
Ability to exercise independent judgment, and make sound decisions
Attention to detail, organizational skills, and follow through is critical
Proven ability to motivate, lead and direct personnel in a matrix work environment
Healthcare IT, software application, or IT industry background is a plus
In addition to the above, all employees are expected to

Manager, Customer Support Resume Examples & Samples

Monitor, coach, develop and motivate staff to ensure accurate, consistent and high-quality service delivery to the OCLC member community that meets or exceeds prescribed departmental goals/metrics
Ensure additional development skills and recurring training opportunities are provided to team members for service delivery enhancement
Perform management of personnel activities such as determining staff levels, recruiting, performance appraisals, promotions, salary recommendations, counseling, and terminations
Establish and review productivity and quality performance measures while evaluating and recommending processes/methods to improve contact center performance and user community satisfaction
Advise colleagues in anticipating customer needs, putting tools in place that result in the successful use of OCLC products and services
Provide feedback to the organization regarding customer responses to specific product offerings and interest for product enhancements in support of functionality and quality improvements to OCLC’s products and services
Work with international teams on global solutions/processes, managing global support documentation and training, if applicable
Bachelor of Science degree in a business or computer-based discipline, or an equivalent academic/work experience combination required
Management/supervisory experience in a customer support environment, with relevance towards technical support, software, operating systems
Industry certifications a plus (HDI, ICMI, etc.)
Cloud based support platform implementation background preferred
Project lead experience preferred

Manager, Customer Support Resume Examples & Samples

Oversee team response to client questions, problems, and work requests on a daily basis
Follow appropriate policies and procedures for creating, scrubbing, updating, escalating, transitioning, and closing tickets; attention to proper detail when coding and documenting tickets is essential for accurate reporting and maintaining historical ticket data
Proactively monitor assigned open tickets, contact customers, and update tickets on a timely basis
Manage toward Customer Support KPI’s
Work closely and collaboratively with US teams to provide extended global support hours
Oversee team as they provide complex responsive support to clients during normal business hours when scheduled for early and late shifts and as identified for on-call or as requested by management; early/late shifts. Minimal On-call shifts are required
Oversee team as they complete all daily tasks and projects as requested, on-time, and with attention to detail and quality
Provide excellent customer service using the communication methods designated by kCura
Provide direction and apply company policies to broader team(s) or sub-department
Translate business objectives and determines how to use resources to meet schedules and goals
Manage issues of diverse and ambiguous scope which require evaluation of a variety of factors and current business trends
Coach and develop employees to expand upon their technical and Relativity related skill sets
Develop and administer schedules and performance requirements
At least three years effectively leading a team or department
Ability to travel 10% of the time
Client-focused and ability to understand expectations
Experience with Relativity is a plus, but not necessary
Professional written and verbal communication skills
EDiscovery/eDisclosure knowledge and industry experience is a plus, but not necessary
Experience leading or managing a team at a call center or help desk

Manager, Customer Support Resume Examples & Samples

Lead the way in processing smooth customer support transactions across various programs and platforms in order to meet the performance metrics of the contact centers
Create positive customer experience via the voice, non-voice channels
Gather intelligence related to the wants and needs of current and targeted customers; design and integrate systems and processes to support goals
Work closely with other business functions to implement programs and gain insights into improvement opportunities for the contact center operations
Select, develop, and evaluate personnel to ensure the efficient operation of the function throughout the customers’ journey with Grab
Lead teams to ensure alignment with in-country and regional customer experience concepts, value proposition, and related processes
Work closely with other verticals (eg. Payments team, DLR) in relation to CE-related processes that require Finance or Audit interactions
8 - 10 years supervisory / managerial experience in a customer-centric environment in the services industry (e.g. Telecommunication, banks, consumer goods, technology, airline, tourism, hospitality)
Fluent in English both oral and written, and local languages
Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer experience
Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills
Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting are highly desirable
Analytical and process oriented; ability to problem-solve

Manager, Customer Support Upgrades Resume Examples & Samples

Independent, motivated, self-driven, and flexible team player with ability to build trust and engage stakeholders
Customer focused and committed to the success of ASML
Strong analytical skills and helicopter view to be able communicate effectively with all levels and give direction to a team
High stress tolerance and able to multitask in dynamic & high pace environment
Proven people development and coaching skills
Experience with cultural diversity and proven ability to effectively work within different cultures and ways of working
Excellent communication skills and ability to influence at all levels of the organization
Understands the ASML / CS organization and the accompanying roles and responsibilities as well as Service Engineering’s mission and values
Excellent customer service skills, with an advanced understanding of customer relationship building
Ability to use MS Word, Excel, PowerPoint, and electronic e-mail systems
Strong project management skills in facilitating projects/activities
Ability to work under deadlines and handle multiple projects simultaneously
Demonstrated ability to apply interpersonal skills necessary to manage in a highly intensive and time-sensitive support organization
Ability to change the thinking of, or gain acceptance from, others in sensitive situations, without damage to the relationship
Demonstrated strengths in electronics, software, mechanical engineering, optics, and resource management
Possesses a basic knowledge in utilizing design engineering tools including the capability of statistically analyzing data and reporting it in graphical formats (trend charts, CpK, Control Charts, Gauge R&R Studies)
Experience with complex system performance data analysis, system troubleshooting and applied technical problem solving skills as required in order to effectively understand and effectively manage operations
Minimum of 8yrs experience as group leader or management role that functioned in customer support environment
Experience in managing escalations and (internal) customer communication
A proven ability to independently and pro-actively manage, lead and motivate a team of engineers, project lead and the departmental stakeholders
Experience driving change and as a positive change agent
Experience managing a team remotely
The employee is occasionally required to move around the campus
Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus
The employee may occasionally lift and/or move up to 20 pounds
Must be able to read and interpret data, information, and documents
Will require travel dependent on business needs

Senior Manager, Customer Support Resume Examples & Samples

Direct management responsibilities for all the designated resources, team objectives and drive performance results
Setting quarterly individual goals and providing on-going performance feedback as well as formal performance appraisals
Evaluate measurement criteria to evaluate trends in organizational performance, including: customer satisfaction, operating efficiency, and product quality
Working cross-functionally to drive visibility and collaborative for process improvement
Engaging in support of key accounts and escalation management
Maintain ownership over one or more global programs for the Support leadership team
Requires 4-year degree, and minimum of 5 years of experience in a fast-paced, enterprise level, mission critical software support environment; or equivalent industry experience
Core skills/competencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Business Acumen, and Technical Aptitude
Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
Demonstrated experience in one or more of the following additional areas a plus: Database technology (SQL); Web technology (HTML, JavaScript, CSS, XML, PHP); Email deliverability
Familiarity with SaaS solutions a plus

Manager, Customer Support Resume Examples & Samples

Develop deep understanding of organization in order to obtain key program objectives through cross functional teams
Experience in facilitating root cause analysis, driving solutions to complex problems, and developing standards for future use
Strong understanding of customer support processes and technologies in an enterprise software organization
Partner with the leadership and management team to design, develop and implement an effective customer experience organization operating model
Demonstrated ability to manage client relationships and execute on complex business strategies, achieving measurable results – be the trusted partner to customers
Team handling experience/expertise
Ability to communicate at different levels at the organization
Diligent in generating and interpreting metrics, and suggesting process improvements based on data
Able to groom team-members to help them grow to the next level
Confident, professional and courteous communication with customers
Experience building process improvements and knowledge transfer amongst the team

Assistant Manager Customer Support Resume Examples & Samples

Interact with customers and Distribution Network on market requirements
Sales Order processing in ERPs, Updates in portals as required by Stryker
Order Acknowledgement to Customers against their demand
Raising pick slips against customer orders and ensuring dispatches on same day as per customers’ expectations
Coordinating with warehousing and logistics functions to ensure smooth and timely logistics arranged for pick up and dispatch from Stryker premises
Coordinating with customers for arranging statutory documents for effecting shipments from warehouses of Stryker, like road permits, Entry Form whether online or physical
Coordinating with customers for advance road permits in case of manual entry forms for specific state for shipment entry, maintaining its ledger, providing timely forms to warehouse and logistics, reconciling it with customers, proactive communication to customers on balance of such documents inventory
Coordinating with sales for their order on daily basis and providing them MIS on their orders booked & shipped till delivery of shipments at destination
Reverse Shipments movements coordination and making sure that it is being delivered safely and promptly to Stryker within shortest span of time
Ensure effective controls with respect to- Sales Orders, Invoice processing, Delivery to customers, On time reverse logistics and documentation of all Stryker shipments
On time Credit Notes/ Debit Notes to customers with records within same week and month
Managing and facilitating sales, customers & warehouse for Sales returns from market in strict compliances of Stryker policies and procedures and its completion within specified time as per process and requirements
Ensuring SLA achievements
High sense of responsibility and accountability to meet Stryker and Market expectations and strong knowledge of cost /discounts and logistics
Making records and documents always ready for internal & external audits and sending MIS to stake holders on regular agreed interval
Should have exposure of Quality system, Audits and regulations on medical devices and equipment
Proactive analysis and future trend preparations basis customers and sales information for future road map on market demands
Working knowledge and experience of QM system requirements (ISO13485 & ISO 9001) & QM system adherence
Working closely with Planning & Procurement team for making stocks available against any future market requirements
Adept in Demand Planning processes and would be working directly with sales and customers to get rolling forecast information and data and providing it proactively to demand planners and review with them for making sure there is no shortages of products in his / her supported markets
Accountable for meeting weekly/ monthly dispatch plan. Ensure that the budget is being achieved by sales and dealers with his/ her direct support
Tracking all dispatch movements from the Warehouse to customers & RDC locations for his/her assigned market and proactive communications to stake holders
Resolve issues & problems concerning customers and sales
Develop risk management programs to ensure continuity of supply in emergency scenarios
Plan or implement improvements to internal or external systems or processes on customers deliverables for future growth of Stryker
Collaborate with cross functions to integrate with business systems or processes, such as customer sales, order management, accounting, or shipping

Manager, Customer Support Resume Examples & Samples

Manages subordinate staff. Forecasts resource needs and makes hiring decisions. Coaches, counsels, mentors and provides developmental opportunities and job assignments to enhance employee performance and expand capabilities. Provides on-going developmental feedback. Makes compensation recommendations in regards to hiring salaries and salary review actions. Recognizes contributions of individuals and teams to improve employee satisfaction and retain a skilled and motivated workforce. Enforces company rules and policies regarding ethical behavior, safety, security, use of company property, time charging, etc
Manage and monitor the operations to efficiently deliver services in accordance with contracts and Service Level agreements. Process includes managing the relationship with other Jeppesen groups delivering components of the services
Develops and maintains methods, processes, tools, and best practices for the service in coordination with peer and senior management. Continually drives process improvements within the Customer Relationship Management (CRM) tool suite (Web portal and Salesforce Service Cloud) to increase service levels and reduce costs of delivering support
Serves as first escalation point for customers
Conducts non-conformance investigations to determine root cause and follow-up on resolution to ensure completion of corrective and preventive actions. Coordinates the reporting and provide trend analysis for non-conformance incidences
Continuously seeks to expand and improve personal knowledge in the area of quality management best practices and assists in the development and promotes adoption of new processes or changes to existing processes within Jeppesen
Maintains quality directives, policies, processes, procedures and metrics to assure program, contract, customer, regulatory requirements, international standards and working agreements are deployed using established procedures
Knowledge of policies and procedures that typically affect individual subordinate employees. Knowledge of skills and abilities required by subordinate employees to accomplish organizational responsibilities
Ability to accomplish results through employees who exercise significant latitude and independence in their assignments. Often heads a centralized functional activity
Skilled in advising a unit regarding tasks, projects and operations. Actively involved in daily operations only when required to meet schedule or resolve complex problems
Ensures that projects are completed on schedule and within budget and that the department budget is met
Frequent contacts with internal personnel and outside customer representatives concerning operations, scheduling or specific phases of projects or contracts
Monday through Friday 8am to 5pm MT

Senior Manager Customer Support Resume Examples & Samples

A personality that loves, develops and promotes a fun and engaging environment
Experience of Contact Center technology & KPIs and multi country contact center or hands on customer services for a region or international payroll business
A strong leader of team who will make decisions and be able to influence internal stakeholders as well as clients
Experienced in leading a large and high profile customer base from a multi country contact center perspective
Hands on experience in the technology and tools with regards to the telephony/contact center practice
Experience with reporting, forecasting, WFM modelling and best practices as applicable in the contact center business
Ability to organize and manage multiple priorities and achieve results
Aptitude to learn our technology and processes to act as a consultant for client engagements
Strong communication and presentation skills
Comfortable running a distributed global team, with a track record of instilling common values and approach
Ability to coach, develop and retain diverse, high performing talent to future leadership roles
Ability to lead process improvement initiatives to optimize operational effectiveness and efficiencies
Appropriate sense of urgency in recognizing and resolving complex issues
10+ years of experience in the contact center business encompassing specific experience as a department head
Strong budgeting, forecasting and workforce planning expertise as needed in a large scale contact center
CPP, FPC or CIPP certification preferred
International payroll experience is a big plus
Experience in HCM outsourcing is not vital, however would be beneficial in this role
Responsible for leading a contact center team in the US and overseas who provide high quality service to Managed Services customers from implementation through ongoing support
Provide leadership and expertise to 4-6 direct reports and based on our growth projects lead an overall team of circa 80-100 colleagues
Lead the case management (Second tier) function of 8-10 colleagues that focusses on resolving complex customer enquiries that cannot be resolved in the first contact
Liaise closely with Operational Director/Managers to ensure that all contractual requirements are met and that any new business/service expansion opportunities are maximized
Consistently deliver against target driven and budgeted metrics
Manage the budget for the department as a whole encompassing the forward looking forecast and YOY efficiencies
Lead presentations with prospects highlighting the value proposition tied to the contact center
Partner with internal service delivery teams, 3rd party vendor support and sales teams on current issues, service standardization, CRM system functionality, escalations and future forward processes
Work with product management and Dayforce support teams on product innovation and enhancements that will improve the products and services we provide to our clients in relation to the contact center
Works closely with internal Managed Services team members to deliver operational excellence to drive the customer experience and department profitability
Proactively pursues issue resolution to minimize potential escalations
Responsible for year-round compliance and control efforts
Manages, leads and directs Overseas Team providing ongoing daily support and subject matter expertise