Resolution Manager Resume Samples

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T Mills

Tevin

Mills

26325 Delmer Shoals

Phoenix

+1 (555) 308 8581

26325 Delmer Shoals

Phoenix

Phone

p +1 (555) 308 8581

Experience Experience

Phoenix, AZ

Resolution Manager

Phoenix, AZ

Dicki Group

Phoenix, AZ

Resolution Manager

Continuously identify and drive improvement to existing service processes and procedures by identifying CLCA opportunities, coaching targets and training gaps
Coaches and develops 1st-level support technicians on troubleshooting techniques, call logging, & call-handling procedures
Develop, issue, and possess overall control of internal and external communications during a service engagement, making sure all parties are kept up to date
Collaborate with Technical Account Management (TAM) when dealing with customers with an assigned resource
Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
Drives and sustaining improvements in overall SR age and all quality metrics
Continuously identify and help drive through improvement to existing service processes and procedures (CLCA)

San Francisco, CA

Identity Resolution Manager

San Francisco, CA

Marks Inc

San Francisco, CA

Identity Resolution Manager

Documenting existing identity resolution processes globally, including Ford internal and external data
Documenting capabilities of existing tools within Ford
Inventory of third party tools and services in use at Ford Motor Company
Comparing existing capabilities with new tools and providers and makes recommendations to maintain best in class Identity Resolution at Ford
Developing new, proprietary identity resolution capabilities for Ford
Partnering with data and analytics teams to develop probabilistic matching
Identifying and working with partners outside Ford who can advance our capabilities in this space

present

Boston, MA

Technical Resolution Manager

Boston, MA

Harris LLC

present

Boston, MA

Technical Resolution Manager

present

Support proposal development, solution presentation and lead the sequent delivery
Manage the day to day interactions with our customers
Coordinate enhancement and feature requests with product management and Cloudera engineering
Responsible for the successful delivery of the project, which includes good client satisfaction and well-managed project financials
Familiar with systems integration / system & process management
Triage, diagnose and potentially escalate customer inquiries during their engineering and operations efforts
Study and understand critical system components and large cluster operations

Education Education

Bachelor’s Degree in Challenge

Cornell University

Bachelor’s Degree in Challenge

Skills Skills

Cross train in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions
Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws
Delivers and manages quality customer service experience focused satisfying the customer during the complaint resolution process
Ability to take on additional projects and responsibilities on behalf of AVP, VP
Maintains a comprehensive working knowledge of all systems, policies and procedures
The ability to determine defects or errors in process or procedure
Attends meetings with other departments to maintain a working knowledge of their current process and potential struggles
Builds effective relationships with business management and maintains ongoing communication around discovered issues and potential process improvements
Calibrates with peers and management on previous resolutions and calls to ensure accuracy of handling and process
Identifies process improvements and procedural challenges, recommending appropriate solutions

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China Client Resolution Manager Resume Examples & Samples

Take full ownership of high-impact & complex technical SRs in order to prevent out-of-process escalations
Act as the point of continuity and customer face of Dell for Tech Support incidents that span multiple technologies/mainstream queues
Adopt and portray a professional approach to all customer situations and ensure commitments are set accordingly and adhered to
Upon request, coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports
SR management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
Development, issuing and overall control of communications both internal and external during a service engagement making sure all parties are kept appropriately up to date
Develops and delivers post incident reports on all critical support incidents
Control and reduce escalations, both executive and non-executive by engaging proactively on identified cases and owning as required
The Resolution Manager is responsible for providing improved Solution Support capability in his/her functional group by:- Attending all required technical, business and functional training sessions
Championing a customer-focused service delivery methodology through cross queue coordination
Driving case ownership and management
Degree in Computer Science / IT related discipline with at least 5 year related working experience in IT support field. Master of Business Administration (MBA) will be an added advantage
Minimum of 12 months in a technical support function (E.g. Quality lead, tech mentor, case mentor, dispatcher, Technical Account Manager, Etc.) or equivalent Services industry experience required
ITIL Foundation v.3 certification preferred; required to be completed within 6 months of start date
Relevant Technical Certification(s) required/preferred, e.g Microsoft Certifications/VCP/CCNA/etc
Possess a Customer-Focused mentality and a willingness to provide prioritization, planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
Experience working in large technical support organizations preferred; able to quickly become effectively agile within the Dell Support Resolution Team and beyond the organizational boundaries
Strong analytical / technical problem solving and troubleshooting skills across the wide range of industry hardware and software, with an emphasis on all Dell product offerings
Proven business acumen, intellectual capability, verbal and written communication / customer support / interpersonal / presentation / conflict resolution skills
Self-starter that is willing to learn and able to manage ambiguity and operate effectively with little supervision

Enterprise Resolution Manager M\w Resume Examples & Samples

Full ownership of high-impact & complex technical SRs as identified through proactive trigger reports. Interacting directly with customers
Identify scenarios where root cause is not clear and engage early with other resources to ensure parallel troubleshooting for triggered SR’s, to identify and deploy the necessary resources to bring escalations to a quick and satisfactory close (including interaction with the field)
To maintain communication internally and externally to resolve complex SRs as quickly as possible
To adopt and portray a professional approach to a customer situation and ensure commitments are set accordingly and adhered to
When required to produce formal documentation for major escalation summary reports, post-incident/root-cause analysis reports etc
To continuously identify and help drive through improvement to existing service processes and procedures - CLCA
Develop & document methodologies & best practices. Agent coaching and training needs identification
Ensuring 'Resolution and Contingency' plans are effected on behalf of the customer and technical problem resolution is proceeding as per process commitments
Minimise escalations by engaging in proactive “real time” customer interactions
The Resolution Manager is also responsible for delivering improved Solution Support capability in his/her functional group by
Identifying 1st-level support coaching and training needs
Attends all required technical training sessions
Championing a customer-focused service delivery. Driving case ownership and management
Driving and sustaining improvements in overall SR age and all quality metrics
Driving first time fix on all service calls
Contributes to CE RCA sessions, identifies potential gaps and CLCA opportunities

Customer Resolution Manager Resume Examples & Samples

Resolves and responds to FINRA, SEC, State Insurance and other Regulatory related complaints
Resolves and responds to Trustee and EMT case and responds on behalf of the chairman’s office
Handles legal cases and works directly with Law partners to resolve
Handles escalated Security Hotline calls
They should be Subject Matter experts on all our processes and well as be able to provide mentoring and training. They should be able to write business procedures and send out communications to the staff following established procedures
Fills in for the Team Manager in their absence. Handles QC and CIRs as needed, participates and represents management on project teams. Acts as primary trainer for new employees and provides feedback and coaching to these individuals
Serves as the primary point of contact for the client throughout the resolution of their issues. Defuse emotionally charged issues with clients and reestablish brand confidence and loyalty
Works with internal business partners to achieve the best possible outcome in issue resolution
Conducts research and client outreach to identify the root cause of complaints and address issues before they lead to complaints
Handles advanced customer service issues/complaints including, but not limited to Institutional complaints, Survivor Benefits, Brokerage, Life Insurance, Mutual Funds, and Wealth Management complaints and issues

Customer Resolution Manager Resume Examples & Samples

3-5 years of comparable experience in customer service
3-5 years of experience in financial services
Position requires FINRA 6 and 63 registrations and resident state insurance licensing, which must be obtained within 90 days of the start date. Must comply with all regulatory requirements and remain in good standing
Bachelors’ Degree preferred
Masters’ Degree and/or professional designation(s) preferred

Customer Resolution Manager Resume Examples & Samples

This position will not manage employees but will be required to build effective and professional relationships with senior leadership, managers, and individual contributors with the ability to influence outcomes
Job Complexity: Applies in-depth understanding of the company’s products, services and policies to frame the pertinent issues surrounding complaints and inquiries. Provides counseling to internal and external customers on products and processes
Interaction: This position will interact frequently with institutional and individual customers and will work closely with internal customers including Institutional Relationship Management, the Field Consulting Group, The National Contact Center, Wealth Management, Operations, Finance, and Public Affairs, Law and Compliance
Oversight / Freedom To Act: The position will be supervised on-site by a manager providing oversight as appropriate
Ability to make independent decisions involving the resolution of client problems

Customer Resolution Manager Coe-charlotte Resume Examples & Samples

Serves as the primary point of contact for the client throughout the resolution of their issues
Defuse emotionally charged issues with clients and reestablish brand confidence and loyalty
Flexibility: Support a variety of initiatives related to customer care such as research and proactive outreaches to customers
Ability to manage sensitive client interactions regaining client confidence. Need strong listening skills and promote the role of client advocate
Need to evaluate and solve complex problems. Skillful negotiation of sensitive issues. Quick decision making ability to recognize and decide the most effective course of action in complex and changing environmentRead more about the Equal Employment Opportunity Law

Customer Resolution Manager Resume Examples & Samples

3-5 years of comparable experience in customer service or financial services required
Time Management: Must manage customer expectations resolving issues in a timely manner within regulatory parameters. Must plan work appropriately balancing multiple responsibilities and objectives
Communication: Strong verbal and written/documentation skills with the ability to communicate with and adapt to diverse individuals (internal or external to the company). Maintains the highest level of professionalism. Strong presentation and facilitation skills
Best Practices: Identifies gaps in service delivery and shares findings with appropriate management team; conceives, proposes and implements initiatives designed to enhance customer experience

Identity Resolution Manager Resume Examples & Samples

Documenting existing identity resolution processes globally, including Ford internal and external data
Documenting capabilities of existing tools within Ford
Inventory of third party tools and services in use at Ford Motor Company
Comparing existing capabilities with new tools and providers and makes recommendations to maintain best in class Identity Resolution at Ford
Developing new, proprietary identity resolution capabilities for Ford
Partnering with data and analytics teams to develop probabilistic matching
Identifying and working with partners outside Ford who can advance our capabilities in this space
Building capabilities that enable Ford to link new third party data, including social media, to customers and prospects in Ford systems
Extending capabilities to languages and character sets that reflect the global nature of Ford’s customers
Working with Customer and Dealer Data operations teams to improve the Data Quality of Ford’s reference data
Talent Development of all team members to build a high performing team
Establishing and maintaining relationships with service providers, industry groups, peers in other organizations and other organizations within Ford, including FMCC

Identity Resolution Manager Resume Examples & Samples

Comparing existing capabilities with new tools and providers and makes recommendations to maintain best in class Identity Resolution
Developing new, proprietary identity resolution capabilities
Building capabilities that enable Ford to link new third party data, including social media, to customers and prospects
Establishing and maintaining relationships with service providers, industry groups, peers in other organizations and other organizations within Ford, including FMC
Bachelors in Economics, Statistics, Operations Research, Marketing, Business Systems or Business Administration
8+ years of experience in data management, quantitative and qualitative analysis
Masters in Economics, Statistics, Operations Research, Marketing, Business Systems or Business Administration
Self-starter, high level of initiative, detail-oriented and ability to multi-task
Experience in IT data Governance or Master Data Management
Strong collaboration and communications skills
Strong collaboration and influencing skills, and the ability to energize a cross-functional team
Thought leader with experience in combining disparate sources of customer data for analytics
Demonstrated problem formulation with the ability to take complex problems and break them down to create and implement an action plan
Strong ability to effectively communicate information and ideas in written and verbal formats
Ability to lead, plan, develop, and implement projects / programs that generate profit and the courage to reject those that do not
Strong problem formulation and problem solving skills
Strong interpersonal skills and leadership behaviors

Technical Resolution Manager Resume Examples & Samples

Responsible for the successful delivery of the project, which includes good client satisfaction and well-managed project financials
Lead the team of mid sized in the system implementation project consists of local and/or overseas resources
Build good client relationship at all levels to grow the business
Lead and grow the skills of project team members
Support proposal development, solution presentation and lead the sequent delivery
At least 10 years experience in Project Management Experience

Dispute Resolution Manager Resume Examples & Samples

Management and resolution of Claims related complaints which have originated from our customers
Collaborating across boundaries – challenging systems, processes and stakeholders, connecting with people, ideas, processes and issues, and setting an example by sharing resources, knowledge ideas and skills across the organisation, building helpful, productive relationships across the organisation
Working closely with Claims operations and the wider Insurance business, to carry out thematic reviews to enable continuous improvement through the business and support training imperatives, and also provide Complaints data relating to experience and outcomes, which may also be used by the Regulator at request
Deep understanding of Life Insurance products and claims process
Knowledge of dispute resolution process and regulatory requirements
Reinsurance knowledge and dealing with relevant parties
Financial assessment of both claim and remediation options as relevant
Experience within Financial Services industry, preferably within Insurance business
Claims Case Manager or similar Customer Complaints/ Remediation experience
Experience of investigating and responding to complex complaints
Understanding of regulatory environment and it's impact on customer dispute management

Resolution Manager Resume Examples & Samples

Lead high-impact & complex technical SRs as identified through proactive trigger reports
Coordinate parallel troubleshooting of technical support resources for triggered SRs
Identify and deploy the necessary resources to bring escalations to a quick and satisfactory close (interaction with the field)
Maintain internal communications to resolve complex SRs as quickly as possible
Collaborate with Technical Account Management (TAM) when dealing with customers with an assigned resource
Produce formal documentation for major escalation summary reports, post-incident/root-cause analysis reports, etc
Continuously identify and help drive through improvement to existing service processes and procedures (CLCA)
Develop and document methodologies and best practices
Ensure 'Resolution and Contingency' plans are affected on behalf of the customer and technical problem resolution is proceeding as per process commitments
Conducts call audits to proactively identify and own/drive high complexity cases
Coaches and develops 1st-level support technicians on troubleshooting techniques, call logging, & call-handling procedures
Drives and sustaining improvements in overall SR age and all quality metrics

Recovery / Resolution Manager Resume Examples & Samples

Manage a team that generates revenue and savings
Reviews the work of others
Sought out as an expert
Solves complex problems and develops innovative solutions with broad impact on the business
Manages 15 – 20 direct reports
Serves as a leader/ mentor
Open to change and new information; ability to adapt behavior and work methods to changing organization and integrate best practices
Candidate must be highly organized with effective and persuasive communication skills
Strong analytical, problem solving and decision-making skills required; ability to exercise good judgment
Exceptional telephone and client service skills; ability to interact professionally in challenging situations

Senior Resolution Manager Resume Examples & Samples

Able to clearly communicate concise action plans, and present plans for moving the case to conclusion
Will demonstrate complete knowledge of the claim file process through presentation of actions and responses to client questions
NY State Workers' Compensation Claims Adjuster License

Senior Resolution Manager Work Comp Resume Examples & Samples

Interacts extensively with various parties involved in the claim process
Demonstrated ability to comply with carrier reporting and threshold requirements
Able to recognize and pursue excess insurance recoveries. Incumbents will have the ability to handle a full case load, with proven ability to handle cases of increased severity

Recovery & Resolution Manager Resume Examples & Samples

Research and produce SWD content for the Bank's responses to regulators
Update SWD report according to the regulations in place (including input data scope and validation, interpretation of business strategies and quality assurance)
Manage relationships with Senior Stakeholders and data providers
Manage SWD interdependencies including communicating SWD requirements to the Bank's key initiatives and strategy groups
Ensure that deadlines are met with a high quality delivery of a regulatory submission
Work to improve the SWD reporting capabilities such that SWD analysis can be produced in shorter time frames in line with the BoD and PRA’s expectations
Form an integral part of the RRP team and support other on-going RRP deliverables
Perform a review and challenge of information received from internal stakeholders to maintain the quality of regulatory deliverables
Good understanding of investment banking products and ability to discuss products and exit strategies with front office
Previous experience of project work ideally involving system implementation or enhancements
Understanding of the Recovery and Resolution regulatory environment including BRRD
Base understanding of balance sheet, capital and liquidity
Solid execution skills, ability to work in a fast and busy environment
Must have excellent interpersonal skills and the ability to communicate effectively at all levels with a methodical approach to work
Proactive, self starter
The ability to understand data with expertise in spreadsheet analysis
Promotes and demonstrates a positive attitude
Shows commitment to the firm
Professional demeanour at all times
Must display confidence and be able to remain calm under pressure
LI-ME1*

Resolution Manager Resume Examples & Samples

Take full ownership of high-impact and complex technical SRs in order to prevent out-of-process escalations
Ensure contractual service support requirements are understood, managed and delivered, and avoid over-delivery through effective expectation management
Collaborate with the Technical Account Management (TAM) Organization through agreed processes
Coordinate and produce formal documentation for major escalations, such as summary reports, post-incident/root-cause reports and analysis reports upon request
Provide SR management covering technical troubleshooting, resource coordination and dispute resolution as required on an incident by incident basis
Develop, issue, and possess overall control of internal and external communications during a service engagement, making sure all parties are kept up to date
Document best practices and knowledge base articles to drive service improvements
Collaborate with the wider Regional (EMEA, ABU or APJ) and Global Services network to ensure best practices are in use at all times
Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
Drive continual technical improvement through targeted certification (based on the needs of the business)

Mortgage & Consumer Loan Asset Resolution Manager Resume Examples & Samples

Bachelor’s Degree in Finance, Accounting, Economics or Business
Minimum 7 yeras of mortgage default experience with strong background in all possible loss mitigation solutions, bankruptcy and foreclosure
Minimum 5 years of management experience
Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA) as well as Fair Lending and Fair Housing Acts
Knowledge of Fannie Mae investor guidelines for servicing past due loans
Strong Leadership, analytical and problem solving skills
Experience in Black Knight (LPS) and FIS systems preferred
Proficient with Microsoft suite of office products, including Word, Excel, Powerpoint & Visio

Underpayment Resolution Manager Resume Examples & Samples

Organization- proactively prioritizes needs and effectively manages resources
Communication- communicates clearly and concisely, verbally and in writing. This includes utilizing proper punctuation, correct spelling and the ability to transcribe accurately. The ability to communicate with staff, Parallon Management, Division and Group Executives
Customer orientation- establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
Interpersonal skills- able to work effectively with other employees, patients and external parties
PC skills- demonstrates proficiency in Microsoft Office applications and others as required
Leadership- guides individuals and groups toward desired outcomes, setting high performance standards and delivering leading quality services
Tactical execution- oversees the development, deployment and direction of complex programs and processes
Project Management- assesses work activities and allocates resources appropriately
Policies & Procedures- demonstrates knowledge and understanding of organizational policies, procedures and systems
Basic skills- demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately

Resolution Manager Resume Examples & Samples

Partners with servicing and support departments to identify root cause of issues and solutions to escalated complaints
Cross train in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolutions
Delivers and manages quality customer service experience focused satisfying the customer during the complaint resolution process
Evaluates phone calls, when applicable, to ensure consistent practices in accordance with policies, procedures and all state/federal laws
Displays conversational skill important to our Customer Experience such as empathy, sincerity, ownership, listening, confidence, and conflict management
The ability to determine defects or errors in process or procedure
Builds effective relationships with business management and maintains ongoing communication around discovered issues and potential process improvements
Attends meetings with other departments to maintain a working knowledge of their current process and potential struggles
Calibrates with peers and management on previous resolutions and calls to ensure accuracy of handling and process
May perform Office of the President Manager functions as needed
Identifies process improvements and procedural challenges, recommending appropriate solutions
Continuously evaluates and enhances workflow to implement best practices
Maintains a comprehensive working knowledge of all systems, policies and procedures
Performs training with new hires and with existing associates in departmental meetings
Ability to take on additional projects and responsibilities on behalf of AVP, VP
Overtime work may be required throughout the year
Shifts and/or schedules may change throughout the year as dictated by management and business needs
May be able to lift, push, or pull materials weighing up to twenty (20) pounds

Technical Resolution Manager Resume Examples & Samples

Ensure that critical customer issues are addressed quickly and effectively
Triage, diagnose and potentially escalate customer inquiries during their engineering and operations efforts
Investigate product related issues both for individual customers and for common trends that may arise
Study and understand critical system components and large cluster operations
Differentiate between issues that arise in operations, user code, third party libraries or product
Manage the day to day interactions with our customers
Identify requirements for additional focused services engagements
Coordinate enhancement and feature requests with product management and Cloudera engineering
Facilitate upgrades, patches and maintenance to customer systems
Participate in occasional weekend on-call roster for critical support needs
4+ years of Unix environment experience (Red Hat Linux) including shell scripting
2+ years software development experience in C++ or Java and Python
Network monitoring and application instrumentation experience
System performance debugging and kernel forensics experience
Strong troubleshooting and performance tuning skills (TCP/IP, DNS, File system, Load balancing, etc)
Knowledge of file system, kernel and database internals – latency, throughput, reliability, availability, consistency, security, etc
Strong knowledge of RDBMS concepts and SQL
Provisioning and operating a large-scale compute/storage systems
Determine problem resolution, capture, and distribute this critical knowledge to customers

Liability Lead Resolution Manager Resume Examples & Samples

Exercises proper judgment and decision making to analyze the claims exposure, to determine the proper course of action and to appropriately settle the claim
Able to recognize and independently pursue excess insurance recoveries
7 or more years related claims experience required

Customer Resolution Manager, Assistant VP Resume Examples & Samples

Provide consistent extraordinary and specialized customer service for each client interaction, utilizing extensive operational and business line knowledge, researching and resolving client concerns based on service and product expertise, judgment, and situational analysis, while balancing risk and compliance. Mitigates complaints filed with the regulatory and consumer advocacy agencies, such as the Consumer Financial Protection Bureau, the Office of the Comptroller of the Currency, and Better Business Bureau, etc., as well as complaints received through social media managed accounts, client feedback received from case management systems, as well as secure messages received through Online Banking
Meet service level resolution timeframes while thoroughly investigating each concern through interviews with the client, Financial Center, Client Support Center, and back office employees, as applicable
Work with each client escalation to identify appropriate resources, assess risks, as well as regulatory compliance issues in order to administer the appropriate oversight, negotiation, and resolution
Respond to clients via written or verbal communication, usually within the ‘channel’ of communication initiated by the client unless matter seems of urgent nature
Deliver a memorable client experience resolution. Each interaction/resolution should reflect care; seamless, transparent, timely, proficient, and proactive across all feedback channels, to include salvaging or possibly repairing client relationships in the process
Recognize and identify opportunities to streamline or enhance a process, policy, procedure and/or service based on feedback received while working with escalations, and work with the appropriate business line and SMEs to pursue visibility, development, and implementation based on defined gaps or areas of opportunity
Capture each client interaction as well as related documentation, specific to each client feedback, within a case management system
Assist with Special Projects assigned by management for department/company initiatives, as well as cross-organizational special projects between entities
Train new hires and business line staff in areas such as systems, processes, sharing of best practices/servicing techniques based on escalations, client feedback requirements, and opportunities to enhance reporting
Act as a Bank resource; providing guidance, support, conflict resolution, coaching, and training to Financial Centers /departments in handling complex and/or particularly difficult concerns in order to reach an amicable, beneficial resolution for the client and the Bank
5+ years in leading role as Customer Service provider
3+ years or more bank operations experience is preferred
Demonstrated skills in assessing risk and a solid understanding of internal policies and procedures
Typically requires a Bachelor’s Degree in Business, Communications, or equivalent financial services industry
Thorough knowledge and understanding of applicable banking laws and regulations
Proficient in disciplined and data-based analysis that gets to the root cause to solve problems
Excellent interpersonal and organizational skills
Excellent follow through and communication skills, both verbal and written. Able to confidently interact with senior management
Excellent analytical skills and sound judgment: Ability to think about a procedure or product in the way that a person without the background would think about it in order to provide written (or verbal) explanation in response or resolution to the client
Superior listening skills and negotiation skills
Excellent decision making skills that demonstrate originality, flexibility, and resourcefulness while balancing risk and compliance
Results driven with a high sense of urgency and the ability to work independently and under minimal direct supervision
Must be flexible and able to balance several priorities at once
Proficient in SharePoint, Microsoft Word, Microsoft Excel, and PowerPoint
Knowledge of operational functions, systems, policies, and procedures
Ability to work independently and as a team
Ability to develop and establish an excellent rapport with subject matter experts, business line managers and senior management
Operates with the highest degree of integrity, professionalism, and ability to keep confidences

Lead Resolution Manager Liability Resume Examples & Samples

Interacts extensively with various parties involved in the claim process. Will professionally represent Gallagher Bassett in client claims reviews with minimal supervisor support
Demonstrated ability to present cogent presentation of case facts, and a concise plan for closure
Independently able to comply with carrier reporting requirements; actively monitors carrier reporting thresholds and able to properly report those files reaching thresholds to the carrier

Client Resolution Manager, South Asia Resume Examples & Samples

Ensures a positive customer experience by providing oversight and management for customer’s technical and non-technical issues
Act as a focal point for escalated Customer cases providing regular updates to both customers and internal stakeholders and aligning sufficient resources to deliver timely resolutions
Take ownership and resolve escalated technical/non-technical issues per the performance measurement and criteria established in Dell Services and by the customer
Makes time sensitive, mission critical decisions that impact customer operations
Continuous review of processes and seeking to remedy or improve any opportunities found
Maintain high level of Dell product and process knowledge
Maintain a thorough understanding of Dell ProSupport deliverables
Excellent command of English and ability to effectively communicate at all levels (written and verbal), including an excellent telephone manner
Excellent soft skills and presentation skills are required, as this position will closely interact with the sales team, customers, and management
Excellent customer management skills in managing expectations and ensuring a high degree of customer experience
Excellent project management skills are required. Candidate must possess excellent task prioritizing and documentation skills
Ability to think laterally, possess strong problem solving, planning and prioritization skills
Strong technical knowledge and understanding of Desktop and Laptop hardware technology
Strong technical knowledge of current and previous Microsoft Operating systems and Office suites
Previous technical support experience in a hardware repair/ troubleshooting role
Be adaptable, accountable and flexible in a fast paced, dynamic work environment
Ability to deal with ambiguity and multitasking simultaneous escalations
Be an advocate of a strong, cohesive team environment
Degree/diploma on IT related course
At least 3 years of related working experience
Advanced Desktop hardware knowledge; A+ certification desired
Microsoft, Linux or Unix certification preferable
Basic networking knowledge (including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing)
Basic knowledge of at least 2 of the following: Windows OS, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, ASP, or XML

AVP Recovery & Resolution Manager Resume Examples & Samples

As a primary responsibility, the role holder will be responsible for managing the UK Recovery and Resolution Planning (RRP) submissions on behalf of the Corporate Banking, including drafting and coordinating regulatory responses, providing input into consultation and discussion papers. This is an annual activity
As a secondary responsibility, the role holder will conduct regulatory analysis and impact assessments of regulations potentially impacting Corporate Banking, ensuring that assessments are appropriately scoped, clearly documented and approved by stakeholders. This is an on-going day-to-day activity
Both responsibilities involve significant interaction and planning activity with various Business functions, Risk functions, Compliance, Legal, Government Relations, Risk and Control functions, Strategy, Operations, and Technology
The role holder will ensure that the RRP and other regulatory deliverables are in-line with business and functional strategies across Corporate Banking
The role holder will provide direct and measurable benefit to the business by managing Corporate Banking regulatory risk effectively
The role holder will contribute to the senior management of Corporate Banking by inputting into the strategy based on knowledge of upcoming regulations their potential impact on the business
Proven track record in banking
The ideal role holder will have prior RRP submissions or general regulatory reporting experience, but this is not essential
Strong knowledge of Commercial Banking business (products, services) and understanding of end-to-end target operating model
The right candidate should have experience of working with of banks’ balance sheets and be able to understand and work with business financial inputs (review / challenge stress tests, balance sheet projections, etc.) with limited help from Finance
Understand how various functions within the Bank interrelate (e.g. Treasury, Collateral Management, Finance, etc.)
Competent knowledge of the bank financials and ability to assess impacts of management actions or industry events onto balance sheet
The right candidate will have experience in independently running project workstreams, including shaping, planning, scoping, defining the requirements and identifying the right engagement model
The right candidate will have a track record in being part of complex business within a large organisation. He/she will need to have experience of working in technical programmes of strategic significance with multiple workstreams and competing priorities
Deep understanding of the banking market generally and regulatory matters specifically and be able to relate and apply changes in the broader market to their sphere and various part of the Corporate Bank
Ability to assimilate and process large amounts of information quickly and form credible and achievable strategies and plans in response
The right candidate must have knowledge of the banking regulatory framework. The ideal candidate would have been part of the regulatory projects before and have experience in analysing the regulatory requirements
The right candidate must be able to demonstrate first class stakeholder management, communication and presentation skills, with strong and influential personal credibility
The right candidate must be able to demonstrate an understanding of Operations and associated IT systems, and be able to work with highly technical Subject Matter
Previous risk management experience highly desirable
Thorough understanding of the organisation, culture and modus operandi of various regulatory bodies

Client Resolution Manager Resume Examples & Samples

Customer Experience
Client Escalation
Measure commercial impact and accountable for implementation of decisions made
The job holder may be required to visit all Capita and Client sites where required
The job holder will need to be able to work under pressure and be very resilient due to the high degree of challenge
The job holder will be accountable to the final output representing ŠKODA

Disputes Resolution Manager Resume Examples & Samples

A BA/BS degree from a leading academic institution
6-8 years experience working in customer support and/or chargeback resolution and/or collections services and/or a related field
2-4 years experience leading high impact teams or projects
Self-starter with a strong work ethic and an ability to work independently
The ability to influence and inspire others
Past product and/or project management experience
Creative problem solving abilities and a passion for innovation
Experience building and scaling operations, particularly in a fast-paced startup or tech environment
SQL skills a plus

Project Issue Resolution Manager Resume Examples & Samples

BS degree in Accounting, Business Management, or related field, with Masters in Risk Management preferred
5+ years’ experience in managing an issue resolution program
Prior claims management experience
Excellent analytical, organizational, interpersonal, verbal and written skills

Recovery & Resolution Manager Resume Examples & Samples

Oversee daily operations of multiple levels of staff and multiple functions across one or more business units
Manage day to day site operations, supervisor leadership (internal and external to organization), and accountability for financial and non-financial results (budgets and actuals)
Authorize the appropriate payment or refers claims to investigators for further review
Conduct data entry and re-work; analyzes and identifies trends and provides reports as necessary
Lead project management and implementation initiatives
Ability to work between the hours of 6AM-6PM, CST Monday-Friday as business needs arise
3+ years supervisory / managerial experience in medical insurance environment
2+ years managing relationships with clients and / or vendors
2+ years managing budgets, process improvement and quality assurance
2+ years of experience performing advanced MS Excel functions (Vlookups, formulas, concatenation, pivot tables) in an office setting
Undergraduate degree or higher
Understanding of claims processing systems
Healthcare claims leadership experience
Experience developing presentations to include charting

Customer Resolution Manager Resume Examples & Samples

Client Escalation
Process improvement
Measure commercial impact and accountable for implementation of decisions made
The job holder may be required to visit all Capita and Client sites where required
The job holder will need to be able to work under pressure and be very resilient due to the high degree of challenge
The job holder will be accountable to the final output representing ŠKODA

Overpayment Resolution Manager Resume Examples & Samples

Customer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations
Policies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systems
Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in short timeframes, have ability to work quickly and accurately in a fast-paced environment while managing multiple demands, ability to work both independently and collaboratively as a team player, adaptability, analytical and problem solving ability and attention to detail and able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accurately

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