Senior Customer Service Resume Samples
4.5
(92 votes) for
Senior Customer Service Resume Samples
The Guide To Resume Tailoring
Guide the recruiter to the conclusion that you are the best candidate for the senior customer service job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.
Craft your perfect resume by picking job responsibilities written by professional recruiters
Pick from the thousands of curated job responsibilities used by the leading companies
Tailor your resume & cover letter with wording that best fits for each job you apply
Resume Builder
Create a Resume in Minutes with Professional Resume Templates
CHOOSE THE BEST TEMPLATE
- Choose from 15 Leading Templates. No need to think about design details.
USE PRE-WRITTEN BULLET POINTS
- Select from thousands of pre-written bullet points.
SAVE YOUR DOCUMENTS IN PDF FILES
- Instantly download in PDF format or share a custom link.
OF
O Flatley
Osborne
Flatley
3436 Lueilwitz Ranch
Dallas
TX
+1 (555) 251 5971
3436 Lueilwitz Ranch
Dallas
TX
Phone
p
+1 (555) 251 5971
Experience
Experience
Los Angeles, CA
Senior Customer Service
Los Angeles, CA
Schultz, Adams and Bauch
Los Angeles, CA
Senior Customer Service
- Creates work instructions/process flows to enhance efficiencies
- Work closely with LFA China team on China shipping process and customs procedures
- Implements customer service strategies and recommends related improvements/enhancements
- Provides program information/data for weekly and monthly reporting
- Understands and applies policies and procedures associated within the department
- Performs general administrative duties of the department
- Manage open orders on daily basis & feedback customers & sales team about order status on timely basis
Philadelphia, PA
Senior Customer Service Quality
Philadelphia, PA
Howell, Ritchie and Kovacek
Philadelphia, PA
Senior Customer Service Quality
- May work with leadership and senior management on the coaching, training, and development of agents
- Analyze information and utilize to build recommendations to reduce errors and improve process performance
- Create, maintain and track reports in relation to performance
- Advises Management of trends that are observed so residual trainings can be performed
- May assist with the development of call center training and quality assurance processes
- Advises management immediately for any type of auto-fail call
- Supports and suggests improvements/recommendations to meet the highest level of customer satisfaction
present
Boston, MA
Senior Customer Service Manager
Boston, MA
Leannon, Padberg and Bernier
present
Boston, MA
Senior Customer Service Manager
present
- Assists and mentors Customer Service Supervisors; monitoring daily activity and ensuring standards are being met to policy guidelines
- Supporting the quality department developing feedback or complaints procedures for customers
- Provides staff with cross- training and tools to successfully handle customer inquiries, striving for single call resolution and best of class customer service
- Assists with training on a continuing basis
- Ensure, through positive reinforcement and effective training, that staff maintains a consistent and professional image when interacting with all customers
- Monitor service metrics with an eye toward tracking and improving the effectiveness of customer support
- Provide ongoing employee development and coaching
Education
Education
Bachelor’s Degree in Professionalism
Bachelor’s Degree in Professionalism
Indiana University
Bachelor’s Degree in Professionalism
Skills
Skills
- Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
- Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity Take the next step, online at: www.yourlifesbestwork.com
- Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer
- Strong analytical and problem solving skills, ability to trouble shoot data
- Ability to balance and prioritize multiple tasks
- Ability to work both independently as well as part of a team
- Solid Microsoft Office skills, including Word, Excel and Outlook
- Ability to work effectively in a fast-paced environment
- Possesses strong customer service and communication (written and verbal) skills
- Ability to trouble-shoot problems
15 Senior Customer Service resume templates
Read our complete resume writing guides
1
Collections / Senior Customer Service Rep Resume Examples & Samples
- Business Overview: Global Transaction Services offers integrated cash management, fund services, securities services, and trade services and finance to multinational corporations, financial institutions and the public sector around the world
- With a global network spanning 100 countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management
- The Commercial Cards - North America business offers four distinct card products: Purchasing Card, Travel & Entertainment Card (T&E), and One Cards and Fleet Card programs to their client base
- Target markets include, current GRB clients, the US Federal Government and select public sector markets
2
Senior Customer Service Rep-complex Research Resume Examples & Samples
- Complete routine tasks involving annuity and/or life insurance applications
- Process changes to existing policies as well as process duplicate statements
- Process premium, applications, incoming/outgoing Section 1035 Exchanges & qualified funds transfers, and issue polices
- Process agent appointments, licenses, and terminations as well as commissions and selling agreements
- Compliance with both IMSA Code of Ethics and SEC regulations that require variable financial transactions be processed the same day received
- 1-2 years customer service and/or office experience
- Monumental life insurance experience is preferred
- Basic understanding of annuity and life insurance concepts
- Able to use computer software, including Microsoft Word and Excel
3
Senior Customer Service Manager Resume Examples & Samples
- Set up a centralised Medical Information team and then lead the Organisation once it goes into Operations
- Design and implement strategy to reflect evolving Medical Information product launches and information updates from medical directors in Europe
- Be the escalation point for operational issues for supported affiliates and customers
- Project Manage the Recruitment of a team of medical Information Service Managers and employees to deliver exceptional value to internal and external customers
- Partner with Quality and Compliance Team to develop operational improvement plans for employees and ensure staff qualifications
- Build strong and stable process solutions
- Develop and manage key performance metrics both internally and externally
- Integrates compliance into daily activities and help to interpret relevant regulations and guidelines and act as an expert within the team
4
Senior Customer Service Manager Resume Examples & Samples
- Bachelor’s degree in a related field and at least five years Customer Service leadership experience within an e-commerce-driven organization
- Knowledge of golf and tee times distribution preferred, previous experience with golf marketing and technology products strongly desired
- Exceptional communication skills with PowerPoint and Excel proficiency; familiarity with SalesForce.com strongly desired
- Strong leadership and people management with proven track record of developing and promoting staff
- Well organized with great attention to detail
5
Senior Customer Service Rep-eeu Resume Examples & Samples
- Ability to handle large call volume in addition to maneuvering through several systems at once
- Customer Service skills and the ability to resolve routine and complex customers issues required
- Deposit or Card background desired but not necessary
6
Senior Customer Service Rep-hour Days Resume Examples & Samples
- 2 years of experience working in a call center and/or in a healthcare customer service department/environment (or combination of that equals two or more years) required
- Knowledge of HIPPA compliance and various health insurance types preferred
- Demonstrated knowledge of high-level computer literacy with practice management scheduling systems preferred
7
Temp PSC Senior Customer Service Rep, PM Resume Examples & Samples
- This call center position will include shifts which cover center hours from 2:30pm to 11pm Monday through Friday and the possibility of 9am to 5pm on Saturday and Sunday
- Maintain an advanced understanding of common and uncommon scorer issues and of the normal processes of the Scoring Support Center
- Serve as an answer point for General Representatives’ questions and concerns and an escalation point for scorer issues
- Perform a high amount of problem solving, troubleshooting and diagnosing various scorer issues
- Monitor, handle and escalate open ServiceNow Tickets to ensure timely resolution of issues
- Monitor and help manage email and chat queues, check daily schedule for chat coverageacross shifts, and insure email queues are cleared within an appropriate turn time
- Monitor phone coverage and notify shift supervisor of excessive out of queue time
- Handle calls, emails and/or chats during periods of heavy volume or as instructed by your immediate Supervisor or Manager
- Assist with training new and existing employees on processes, procedures, policies, quality, call-center tools, and metrics
- Review and suggest knowledgebase article updates as processes change
- Monitor Call Center Support distro mailbox and alert shift supervisor to issues that have may have not been addressed
- Assist with updating project website content as needed
- Assist with continuous improvement initiatives as needed
- Send “Quality Alert” emails to the Shift Supervisor distro for any observed conduct, attendance or performance issues
- Bachelor's degree or appropriate combination of education and experience is preferred
- Knowledge of MS Office. Proficiency in Knowledge of Excel and Word is required
- Strong communication, interpersonal, teamwork and organizational skills are required
- Ability to prioritize and complete tasks to meet team and project needs
- Ability to provide after-hours support, including weekends, as needed
- Working knowledge of ePEN and our scoring support processes is preferred
- Previous supervisory or leadership experience is preferred
8
Senior Customer Service Rep-kef Resume Examples & Samples
- High School Diploma and/or Associate’s Degree in Business and customer service work experience
- Strong communication skills, strong writing skills
- Ability to perform multiple tasks in a high-pressure environment
- Answer & resolve incoming calls from internal and external Customers in a timely manner
- Know various vendor programs and associated lease documentation
- Perform lead role in resolving escalated calls and follow through to resolution
- Identify & analyze account discrepancies by utilizing customer & in-house information to provide accurate resolutions and reconciliations
- Manage department work flow and have the ability to allocate resources as necessary
- Participate in projects identified through company initiatives
- Monitor agent performance through quality assurance and coaching
- Interpret & convey contractual points with customers
9
Senior Customer Service Rep, Temporary Resume Examples & Samples
- Communication skills as often acquired through college coursework required
- 3 or more years of sales and/or customer service -call center experience required
- Ability to sit and take calls for up to 8 hours at a time required
- Basic computer and keyboard skills required
- Please note this is a temporary Part-time position located in our San Antonio office
10
Senior Customer Service Rep-digital Resume Examples & Samples
- Exchange information between cardholders, issuers, merchants, acquirers, members and product offices
- Analyzes inbound records for multiple Twitter handles moved into the various Work bins within IWS and email items received through the Social Media support mailbox, for accuracy of response and proper procedure handling before publishing comments publically
- Provide level 1 call, email, chat/social media, entitlements and/or enrollments support for multiple Visa products and services
- Actively seeks solutions and identifies, troubleshoots, resolves application or business issues
- Recommends initiatives and changes to improve quality of service for the unit
- Specialized Support Rep will continue to exchange information between cardholders, issuers, merchants, acquirers, members and product offices by providing day-to-day level 1 support to the public for Visa's Social Media channels to ensure customer expectations are exceeded
- 1 year Call Center experience (preferred)
- 6 months Social Media handling experience (required)
- High drive, deep analytical skills, outstanding organizational skills
- Must have sound knowledge of bankcard operations and Visa Products and services
- Schedule flexibility to accommodate evolving business needs of Social Media channels
11
Senior Customer Service Manager Resume Examples & Samples
- Partner with vendor management teams to deliver world-class support to customers from AP contact centers
- Effectively partner and build productive working relationships with any direct reports, peers, and leadership and partner vendor teams ensuring that customer service is at the root of every action
- Collaborate with cross function team and response for all new product introductions and live service product enhancements
- Utilize reporting and metrics to manage performance
- Deliver planned levels of contact center staffing and productivity
- Partner with Workforce Management on workforce strategies to address key business plans and facilitate organizational change initiatives
- Unleash the passion and creativity of vendor teams
- Work with your partner operations teams ensuring that the teams are highly motivated and have the necessary skills to achieve their targets
- Keep team members informed and excited about the company's vision
12
Senior Customer Service Rep Team Lead Resume Examples & Samples
- Field in-bound calls, as needed
- Assist to achieve CWSC account KPI (Key Performance Indicators) metrics - 70% Service Level Agreement (SLA) and less than 5% Abandoned Call Rate (ACR) by continuously monitoring all request queues, as well as minimum escalated errors and client complaints
- Prior CSR experience, required
- History of high CSR audit scores or a proven track record for completing projects accurately and within assigned timeframes
- Must be flexible to work days, nights, weekends and select holidays, as needed
- Strong knowledge of CWSC policies and procedures
- Excellent typing skills and computer literacy including skills in Microsoft Office Suite (primarily Excel, Word and Outlook)
- Must be detail oriented, able to handle multiple tasks, organized, flexible and willing to assume new projects
- Excellent verbal and written communication skills with the ability to communicate professionally in a clear and concise manner
- Strong team player with the ability to work in a fast paced environment
- High degree of innovation and independence and the ability to work with minimal supervision
13
Senior Customer Service Manager Resume Examples & Samples
- Act as the single point of contact to the customer for timely and satisfactory resolution of concerns covering a wide variety of support services offered for assigned region, product, or coverage area
- Responsible for knowledge of assigned region, coverage area, or product lines, their associated configuration installations, and represents the most direct access to all appropriate internal functions to support the customer
- Participates in discussions about the future of the business requiring frequent and thorough interaction with other functions
- Develops the year plan for of the larger unit. Presents product/program strategies, technical roadmaps, risks and recommendations to senior leads (EB and SEB) across GE Important business unit clients
- Complex processes requiring involvement of many stakeholders both at the client side and internally
- Bachelor's degree in Engineering from an accredited university or college
- Minimum 10 years of customer service management from Aerospace industries
- Must have strong commercial acumen (Contracts / proposals & negotiation)
- Technical knowledge in aircraft engines is highly preferred
- Demonstrated ability to analyze and resolve problems
- Demonstrated ability to lead programs / projects
- Ability to document, plan, market, and execute programs
- Established project management skills
14
Senior Customer Service Manager Resume Examples & Samples
- Knowledge of global trade in Quote-to-Cash coverage, strong operational background will be an advantage
- Experience in ERP(SAP, Oracle) is a MUST
- Demonstrate a passion for delivering Service Excellence and drives this through in all coaching and performance conversations
- Good command of English & Mandarin
15
Senior Customer Service Quality Resume Examples & Samples
- Responsible for quality assurance by conducting audits of calls of Customer Service Representatives
- Provide feedback to team members on audit results
- Create, maintain and track reports in relation to performance
- Serve as subject matter resource to team members, supervisors and management staff
- Ability to audit across several departments, including call, claim, eligibility, intake and system configuration. Position would require familiarity with training/mentoring, as this role would work with Claims Analysts and Service Center Advocates on performance gaps found in audits
- Positions in this function are responsible for all aspects of quality assurance within the Customer Service job family. Conducts audits and provides feedback to reduce errors and improve processes and performance
- 1+ years of Intake Counselor/Coordinator or Customer Service experience
- Documented expertise in use of Call Center Software Programs
- Working knowledge of Healthcare and Behavioral Health or a related field
- Proficiency with computers and Windows PC applications
- Intermediate proficiency with Microsoft Word, Excel and Outlook (ability to enter items into spreadsheets, ability to write letters, calendar and send emails)
- Undergraduate Degree or higher
- Experience in Customer Service Call Auditing (preferably in healthcare)
- Claims Processing or Prior Authorization experience
- General understanding of Call Center Workflows
- 2+ years of FACETS and/or MACESS experience
16
Senior Customer Service Quality Resume Examples & Samples
- Responsible for quality assurance by conducting audits of calls of Scheduling Representatives
- Provide feedback to team members and leadership staff on audit results
- Responsible for monitoring Scheduling Representatives telephone interactions for the purpose of ensuring quality service and adherence to approved scripting
- Responsible for using approved department forms to document quality reviews
- Advises Management of trends that are observed so residual trainings can be performed
- May assist with the development of call center training and quality assurance processes
- May work with leadership and senior management on the coaching, training, and development of agents
- Supports and suggests improvements/recommendations to meet the highest level of customer satisfaction
- Responsible for reviewing/ monitoring system documentation for adherence to department procedures and policies
- Extensive work experience, possibly in multiple functions
- Will act as a mentor to others as it pertains to quality monitoring and process coaching
- Must be able to manage call monitoring activities for a high volume call center
- Advises management immediately for any type of auto-fail call
- Follows department QA plan to ensure quality customer service
- Ensures that metrics are met for amount of calls monitored for each representative and amount of disposition audits performed
- Work does not usually require established procedures
- Mentors others
- Acts as a resource for others
- Comfortable working Monday - Friday 8:00am - 4:30pm or 9:00am - 5:30pm
- Documented expertise in use of call center software programs
- Working knowledge of Behavioral Healthcare and Managed Behavioral Health or related field
- Experience with using a computer and Windows PC applications
- 1+ year of experience utilizing Microsoft Excel and Word in a professional setting
- Bachelor's Degree or Higher
- Experience in Customer Service Call Auditing, preferably in Healthcare
- Documented expertise in use of Call Center Software Programs such as Scheduler and XLCare
17
Senior Customer Service Rep-comand Line-plymouth Resume Examples & Samples
- Handles more difficult or complex calls and transactions
- Demonstrated ability to exercise good judgement
- Demonstrated PC and analytical skills, ability to multi-task
- Consistently exceeds all minimum standards
18
Senior Customer Service Manager Resume Examples & Samples
- Hire, train, develop, and manage performance of call center Associates
- Direct work flow of call center staff
- Develop and refine call center procedures leading to a high-performing, team-based environment
- Manage facility setup, maintenance, and design modifications as necessary
- Manage call center operations and processes to maximize efficiency utilizing call statistics and other data
- Ensure a high level of customer service through fair and effective resolution of escalated customer issues
- Manage, utilize, and recommend changes to sophisticated telecommunications equipment and support systems
- Responsible for the call center portion of the business center budget
19
Senior Customer Service Manager Resume Examples & Samples
- Experience in training, script development, and quality assurance monitoring
- Work force management and forecasting experience
- Ability to use and manage CRM software effectively
- Strong knowledge of customer satisfaction drivers to achieve desired engagement results
- Excellent skills in organization, analytical, prioritization, time management and handling multiple tasks and priorities
- Excellent communication skills, including the ability to tailor communication to the audience
- Knowledgeable using business processes, tools and techniques required to develop an engaged customer and employee environment
- Demonstrated ability to build, nurture and sustain relationships with both internal and external customers and partners; able to interface with employees at all levels of the organization to include senior-level leaders
- Demonstrated proficiency using Microsoft Office (Outlook, Excel, PowerPoint, Access and Word)
20
Senior Customer Service Product Planner Resume Examples & Samples
- Bachelor’s degree or equivalent experience preferred
- 3 to 5+ years in totality in the following areas
- Market research
- Competitive analysis
- Usability testing
- Strategic thinking
- Analysis
- Conceptualizing, evaluating, and negotiating third party partnerships
- Breaking down complex problems and formulating plans for resolution
- Learning complex workflows and products
21
Senior Customer Service Superviso Resume Examples & Samples
- Degree in Finance, Accounting or Commerce (Major in Finance)
- 8-12 years of working experience in Finance, Accounting or Customer Management role
- Technical Competency in Finance/Accounting
- Exposure in Client Servicing and Communication
- Efficient in Supervisory role/Managing of team/people
- Effective decision maker and problem solving
- Competent in SAP System (Finance, Sales, Distribution, Material etc)
- Excellent in Excel & Power Point
- Good in Presentation Skills and Communication
22
Senior Customer Service Manager Resume Examples & Samples
- Assists and mentors Customer Service Supervisors; monitoring daily activity and ensuring standards are being met to policy guidelines
- Develops and implements operational policies and procedures for the department and regularly makes recommendations for improvement
- Utilize QA call monitoring program to improve quality of customer interactions and ensure established procedures are followed
- Identifies business and department needs and assists Senior Leadership in the implementations of strategic planning for continuous improvement of customer service and retention goals
- Prepares and submits department reports on time
- Analyzes department metrics to prioritize staff activities that support the existing patient base
- In collaboration with other department colleagues, responds to customer inquiries and escalations from patients and clinical staff to support customer program requests and resolve customer challenges
- Provides staff with cross- training and tools to successfully handle customer inquiries, striving for single call resolution and best of class customer service
- Ensure, through positive reinforcement and effective training, that staff maintains a consistent and professional image when interacting with all customers
- Records and manages internal customer complaints to ensure timely and appropriate resolution per company guidelines
- Collaborates with Process Management Department in the development of work instructions and training curriculum to ensure staff is educated on current processes and programs
- Evaluates active patient communications and collateral and makes recommendations for improvement based on program goals
- Follows all regulatory policies and procedures, privacy and security standards in accordance with government agencies to include HIPAA requirements
- SUPERVISORY RESPONSIBILITIES
- Maintains accuracy of time and attendance data for area of responsibility
- Maintains work balancing and assignment of duties
- Maintains a culture of accountability by setting clear objectives for all employees in areas of responsibility through regular follow-up, variance tracking and results
- Conducts accurate and timely assessment of subordinates through OnTracc process
- Conducts supervisory responsibilities in accordance with the organization’s policies and applicable labor laws
- Identifies and assists with implementation of business processes and work flow improvements within the organization
- Lends guidance, support and subject matter expertise to management team and other departments
- Assists with training on a continuing basis
- Expected to set clear objectives with regular follow-up and variance tracking
- Maintains a culture of accountability and standards
- Follows all regulatory policies, procedures, privacy, and security standards
- Ability to grasp and understand business concepts and objectives
- Ability to develop effective relationships with management and associates
- Ability to use effective problem solving techniques
- Ability to use efficient time management skills
- Ability to communicate, both in writing & verbally, with others in a professional manner
- Working knowledge of Microsoft Excel and Outlook
- Organization/Time Management Skills
- Leadership Skills
- Superior Customer Service Skills
- Ability to make decisions while following company procedures
23
Senior Customer Service Supervisor Resume Examples & Samples
- Communication – Listens well; expresses ideas fluently and logically; encourages direct and open discussions and can be depended on for truthfulness
- Inspiring and Influencing - Understands what motivates other people to perform at their best; is skilled at managing and influencing peers and upward
- Achieving Results - Clearly conveys objectives, deadlines and expectations; recognizes and rewards hard work and dedication to excellence
- Feedback and Coaching - Seeks candid feedback on performance; develops people through constructive feedback and encouragement; encourages appropriate risk-taking to develop individuals through challenging stretch assignments
24
Senior Customer Service Account Admin Resume Examples & Samples
- Ensures accurate order entry in compliance with customer requirements and agreements
- Retains accurate customer files
- Acts as liaison between Korry and the customer, ensuring Korry’s best interest
- Submits engineering support requests for review
- Review and negotiate complex contractual requirements between Korry and the customer
- Prepares and coordinates required Export documentation when required
- Demonstrated proficiency in written/verbal business communication and interpersonal skills are required
- Advanced MS Office Suite; strong data entry skills
- 3-5 years demonstrated accomplishments in the field of Customer Service, as well as leadership/training abilities. Aerospace industry preferred
25
Tier Senior Customer Service Associate Resume Examples & Samples
- Provide exceptional customer support to homeowners by handling escalated consumer cases from Tier One
- Manage all customer interactions via inbound phone, email, fax and written correspondence
- Adaptability and flexibility to seasonality and changing business demands which could include evening and weekend hours
- Sufficient in MS Office (specifically Word and Excel)
26
Senior Customer Service Manager Resume Examples & Samples
- Manage and motivate teams of Patient Care Solutions employees- 1 Direct Report and 50 indirect reports
- Achieve all Patient Care Solutions Customer Service goals: Average Speed of Answer, Service Level, Timely workflow processing, Quality Monitoring results, Customer Satisfaction Survey results
- Handle reasonably complex tasks that may require problem solving and where sound judgments need to be made
- Ensure that all plans written by the team are implemented, consistently followed by all team members and periodically reviewed
- Conduct scorecard review meetings with each team member on a monthly basis in addition to completing Mid Year and Year End Reviews
- Conduct monthly team meetings to address any new issues/ideas/protocols
- Provide disciplinary action in the event that company policies/standards are not being followed
- Complete any additional assigned tasks as requested by management
- Experience as a people leader with experience doing performance reviews, hiring, and conducting disciplinary actions
- Customer service background with call center background
- DME experience, Insurance experience, or medical billing experience, or hospital experience
27
Senior Customer Service Manager Resume Examples & Samples
- Meet and exceed service delivery levels in the customer service area measured by a strict set of external & internal KPI's
- Promote customer "first" within department and working collaboratively with other departments
- Supporting the quality department developing feedback or complaints procedures for customers
- Take time to analyse statistics or other data to determine the level of customer service the team is providing
- To lead, support and supervise a large team
- Develop and train to ensure a high standard of customer service
- Evaluate and innovate customer service procedures, policies and standards of work and review to ensure that it is able to achieve the ongoing departmental objectives
- To investigate and solve escalations by customer service agents and cascade through business where necessary
- Full ownership and accountability of recruitment, appraisals and staff development
- Support, coach and mentor team leaders
- To take ownership and accountability of staff absence, misconduct, capability and pay
28
Senior Customer Service Resume Examples & Samples
- Build up good relationship with key accounts customers and visit customers to hear their voices if needed. Introduce our QTC process to customers to obtain mutual understanding
- Assist customers on license application
- Using PPI methodology to refine and streamline the OTC process
29
Senior Customer Service Manager Resume Examples & Samples
- Develop and manage nimble contact center operations in the Americas region; drives to HTC’s strategies and scales to adjusting customer demand
- Collaborate with key internal and external stakeholders to develop and achieve best practices in delivering superior customer support
- Manage day-to-day operations of multiple regional customer contact centers to ensure contractual delivery of Key Performance Indicators
- Build dynamic reporting program that supports the various HTC departments with information on opportunities to improve our products and services and engage our customer base
- Monitor service metrics with an eye toward tracking and improving the effectiveness of customer support
- Develop and maintain effective working relationships with cross functional teams at HTC headquarters and in the NAM region
- Provide leadership and career guidance to a team of dedicated customer service managers and specialists
- Cultivate a nimble and creative yet stable environment that can keep pace within the constantly evolving smartphone, IoT and VR markets
- Identify areas where the service team can reinforce and improve upon escalation processes to reduce churn and maximize efficiencies
- Administer sound business and financial plans necessary to respond to strategic initiatives driven by the business
30
Senior Customer Service Associate, Osgli Resume Examples & Samples
- Monitor, coach, mentor and assist CSA's on a daily basis
- Distribution and tracking of casework, control reports, emails, web chats, Quality Review revalidation, etc
- Organize, lead and send minutes for weekly Team Huddles to disseminate crucial information to CSA's
- Act as liaison between the Contact Center and Quality Review; ensure errors are handled with 3 business days
- Process weekly and/or monthly metric reports as needed
- Review medical underwriting reports to ensure all files forwarded from the
- Contact Center were received by Medical Underwriting
- Act as a liaison between the Contact Center and Medical Underwriting
- Assist in the screening, hiring and evaluation of employees and performance
- Write and update Contact Center procedures as needed
- Serve as back-up Team Leader when necessary
- Handle escalated customer complaints (written and verbal)
- Analyze and report statistics for the Contact Center
- Review, monitor and distribute daily reports
- Ensure staff is scheduled efficiently to support all goals
- Generate management reports for
- Proficiency in Microsoft Word and Excel required. PowerPoint and Access knowledge a plus
- Familiarity with SGLI/VGLI programs or prior military experience strongly preferred
- Ability to make decisions, organize and prioritize work and work on multiple projects simultaneously
- Must be a team player
- Knowledge of Avaya CMS Supervisor, Compass, CMWS a plus
31
Senior Customer Service Resume Examples & Samples
- Solves problems systematically, using sound business judgment
- Informs and educates new customers regarding billing/invoicing set up and billing/payment procedures
- Establishes and demonstrates competency in eligibility, billing and receivable systems and associated applications
- Implements customer service strategies and recommends related improvements/enhancements
- Willing to work and contribute in a team environment
- Ability to balance and prioritize multiple tasks
- Responsive to management's requests and suggestion; takes direction
- Seeks assistance as appropriate
- Demonstrates the potential for development of strong written and verbal communication skills
- Listens effectively
- Demonstrates basic analytical skills
- Orientation towards team environment
32
Senior Customer Service Represenative Resume Examples & Samples
- Requires recent Visa I2 GCAS experience
- Must possess a clear speaking voice and strong verbal communication skills. A second language is preferred
- Take personal ownership to resolve a customer issue
- Manage sensitive data
33
Senior Customer Service Manager Resume Examples & Samples
- Own the Customer Service supplier relationship
- Review, evolve and embed a customer led measurement framework, forecasts and customer targets to set the performance goals for the supplier / organisation
- Design and implement a voice of the customer programme, including ownership of NPS, enabling root cause identification of customer experience failures and sharing insights with key stakeholders within the organisation to improve the customer experience
- Setting the customer experience strategy and plan, working with counterparts in other territories to integrate best practice into the UK Customer Service experience
- Ensure governance within Customer Experience
- Engagement with Senior and Extended Leadership Team across the UK business to report on the Customer Service performance
- Communicate business changes and manage internal escalations from Sale, PR, Marketing and Technology departments
- Minimum three years experience in a senior customer service management position
- Experience in working for an online company
- Experience in managing operational processes such as user-generated content screening, in addition to inbound customer service
- Proven record of working effectively with external vendors delivering outsourced customer service
- Well versed in customer service best practice
- Target focussed
- Strong process manager and problem solver
34
Senior Customer Service Manager Resume Examples & Samples
- Management of all Outsourcing daily operations
- Applicant must have 5 -7 years previous call center management/vendor management experience
- Applicant must have previous customer service experience
- Applicant must have a proven record in relation to process improvement
- Applicant must have strong interpersonal skills with a focus on teamwork and an ability to manage relationships across a multiple of departments
- Applicant must have the ability to learn & adapt to new software technologies
- Applicant must have some experience relating to quality monitoring of contact channels
- Previous airline experience would be an advantage
- Another language would be an advantage
- Applicant must have excellent written & oral communication skills
- Applicant must have excellent organisational skills/time management
- Applicant must have excellent knowledge of Microsoft Excel and a high level of numeric skills
35
Senior Customer Service Account Specialist Walmart Resume Examples & Samples
- Monitors status of all open orders to ensure on-time and in-full delivery
- Provides the customer proactive communication regarding order status, logistics issues and action plans meet customer expectations for order delivery. Ensures the sales team and other stakeholders are aligned and informed
- Key decision making activities include: whether to request a stock transfer order, to move a customer order to ship from another distribution center or to request a later arrival date from the customer. Collaborates with peers to determine best solutions to support overall customer service needs. Also proactively informs internal Supply Planning Team of risks to allow SCP Team opportunities to adjust production and avoid shortages
- Key point of contact for all customer supply chain activities and assists in the implementation of customer specific programs in conjunction with Sales, Marketing, Transportation, Distribution and key customer contacts
- Develops relationships and contacts with key customer’s supply chain and replenishment organizations. Maximizes regular face-to-face and teleconference meetings with key customers to ensure Henkel supply chain is aligned to meet customer needs and initiatives
- Analyzes customer service levels, in-stocks and on-time delivery to customer measures & develops action plans to achieve service level goals. Provides trend analysis of performance, root cause of issues and develops recommendations for performance improvement
- Works with freight carriers and customer transportation team to expedite delivery of orders and determine correct disposition of refused product; works with billing department on confirmation of corrected invoices
- Coordinates the return of refused/discontinued product that insures the most cost efficient freight rates
- Ensures the customer and product master data is synchronized within Henkel’s systems and is aligned to meet customer expectations
- Coordinates with customer service peers to allocate product to customer orders in a low inventory situations to maintain high levels of service for key accounts
- Understands customer’s supply chain, leads efforts to identify and improve results and processes for Henkel and the customer
- Analyzes customer data, order size, order frequency, in-stocks, on-time, customer penalties while looking for trends and opportunities to improve results. Presents analysis findings and recommendations to manager and other stakeholders
- Exercises discretion and independent judgment with respect to matters of significance
- Possesses complete understanding and application of principles, concepts and standards as well as full knowledge of
- PC literate in Microsoft Office suite of products. Advanced level Exel skills
- Strong organization and planning skills
- Ability to work independently receiving minimal guidance on daily activities
- Demonstrate leadership skills
- Knowledge of supply chain/logistics in a consumer products or related industry preferred
- Ability to build effective working relationships across functional areas
- Highly motivated; enthusiastic, energetic, capable of working in a fast-paced environment
36
Senior Customer Service Quality Resume Examples & Samples
- Ability to audit across several departments, including call, claim, eligibility, intake and system configuration
- 1+ years of Provider Service experience – Community and state claims benefits eligibility
- CMS experience
- Intermediate proficiency with computer and Windows PC applications
- 6+ months intake experience
- Experience in Customer Service Call Auditing, preferably in healthcare
- Claims Processing experience
- General understanding of Call Center workflows
37
Data Center Senior Customer Service Associate Resume Examples & Samples
- Monitors and manages systems consoles for the following: problems, systems availability, production scheduling and control, reports distribution, service level support, administration and controls, equipment operation, backup recovery, procedural documentation, and execution of the disaster recovery plan
- Identifies areas of possible automation and/or improvement to provide better customer service and enhance problem resolution techniques
- Understands and manages problems utilizing defined problem and change management policies and procedures
- Conducts periodic inspections of assigned data centers to ensure production and data center logistic policies are being met
- Responsible for rack assignments, assembly, installations and moves
- Plans, organizes, and coordinates ongoing data center installations and modifications to meet current and future timelines/demands
- Responsible for capturing and reporting metrics to leadership
- Responsible for controlling data center inventory
- Communicates provisions of data center policies to the corporation and facilitates customer understanding of processes and procedures
- Plans and coordinates with facilities to ensure appropriate data center capacity/scalability
- 2-4 years of relevant experience
- Coordinate mainframe batch job schedules
- Schedule and submit daily, weekly, monthly and annual batch systems and monitor jobs for multiple systems for completion and monitor expected results
38
Senior Customer Service Representitive Resume Examples & Samples
- Work as dedicated customer service to designated Key Accounts covering both LSG/LSC division products and able to manage orders in variable company ERP systems
- Work with Key Account sales team & E-biz to promote B2B channel and build up a strong B2B channel to resolve any problem encountered during the whole order process
- Preparing & analyzing various regular business related reports
39
Senior Customer Service Rep-wire Customer Service Resume Examples & Samples
- A minimum of one year of Customer Service experience
- Ability to do Overtime occasionally
- Flexibility with preforming alternative role within the line of business as needed
- Being proactive in identifying and escalating issues to management
40
Senior Customer Service Resume Examples & Samples
- Maintains professional relationships with customers ranging from dealership, OEM personnel and retail customers
- Performs follow-up on existing claims and closes claim as appropriate
- Understands and applies policies and procedures associated within the department
- Researches client inquiries, as required
- Creates work instructions/process flows to enhance efficiencies
- Acts as subject matter expert regarding procedures for Personally Identifiable Information (PII) within the program
- Associates Degree or equivalent from a two-year college or technical school, or equivalent experience and/or training
- Minimum 3 years of experience in customer relations
- Ability to work effectively in a fast-paced environment
- Ability to work both independently as well as part of a team
41
Senior Customer Service Resume Examples & Samples
- Provide front-line phone customer service to policyholders, beneficiaries, agents, and internal customers. Ensure
- 3+ years of overall previous customer service based experience required
- 1 or more years of previous insurance experience required
- Must be able to communicate effectively (both verbal and written) and provide professional customer service
- Must have the ability to read, analyze, and interpret general business communications. Must be able to compose effective business correspondence
- Must be proficient in Microsoft Office products including Word, Excel, and Outlook. Must have good keyboarding skills
- Ability to problem-solve and manage multiple priorities
- High school education or GED required
42
Senior Customer Service Manager Resume Examples & Samples
- Provides technical, administrative, and operational management of assigned projects, including contract and subcontractor management
- Develops technical project plans, proposals, reports, and task order and administrative reporting
- Reviews future project requirements and develops strategies for future work
- May also perform high level technical services on assigned tasks
- Conducts planning and provides recommendations to client on task workload
- Attends customer meetings and serves as primary client liaison
- Interacts with vendors, other agencies, and other client staff on behalf of the client
- Coordinates development of deliverables and products
- Ensures quality assurance of project deliverables
- 10-12 years of related experience, including supervisory experience
43
HDE Senior Customer Service Rep Resume Examples & Samples
- 25%-Associate will answer inbound/place outbound calls to respond to inquiries from customers and field teams
- 20%-Associate will handle complex inquiries/duties from customers and field teams
- 15%-Associate will conduct survey calls with customers using a uniform script
- 15%-Associate will handle escalated inquiries from customers and field teams
- 15%-Associate will monitor email boxes and respond/resolve inquiries
- Minimum of 3 plus years of customer service experience is preferred
- Proficiency using MS Office products (Word, Excel, etc.)
- Experience as a CSR in the Customer Appointment Center
- Demonstrated ability to complete projects and assignments accurately, catching errors before completion despite a large workload, competing demands, and a fast paced environment
- Ability to set priorities, plan and coordinate work activities, and obtain and manage resources so that work objectives are accomplished on time and within budget
- Demonstrated broad based knowledge of Home Depot product offerings
- Demonstrated ability to Multi-task
- Independent decision making skills
- Demonstrated ability to handle and resolve complex, escalated issues
44
Senior Customer Service Represent Resume Examples & Samples
- Responds to and manage customer orders from order entry to delivery and invoicing
- Uses SAP to enter and complete transactions
- Accomplishes work within set timeframes
- Process incoming orders, confirm pricing and availability of product
- Provide relevant customer information to other departments: forecasts, personnel changes, address changes, receiving schedules, etc
- Respond to customer literature requests for SDS, Certifications, etc
- Maintain customer service related information for customer accounts; customer notes, e-mail, phone, special instructions, etc
- Gross margin targets as a percentage of sales
- Vitality GM targets
- Ability to update quote tool monthly
- Evaluates the effectiveness of value delivery from the pricing strategy and tactical execution
- Ensures products and customers’ sales records are analyzed and performance is evaluated against targets. Monitors product gross margins and profitability against control standards. Reviews product prices, approves price deviations, discontinues unprofitable products, and implements price increases and price hold strategies
- Monitors the development of new product pricing
- Responsible for gross margin for specific product platforms. Assists the organization in accelerating growth market expansion
- Supports and is committed to PolyOne’s LSS improvement process. Plans strategies to ensure error-free work and conveys this attitude in the daily performance of various duties
- 3-5 years working experience in CSR, logistics experience is a plus
45
Senior Customer Service Rep-annuities Legacy Team Resume Examples & Samples
- Works on the most complex products and/or processes (e.g. UL, VUL, Annuities) within an operational area
- Perform outbound contact with customers, written and oral regarding requests for service
- Assist with the day-to-day operations of the team and ensures business service level agreements are met
- Manages daily team workflow and completion of daily goals
- Actively identifies and seeks improvements for production, workflows, training, and communication issues
- Provides expertise, coaching and feedback to associates on product, admin and workflow systems
- May perform policy re-issues, surrenders, trades and internal transfers within business service level agreements
- Assists the team leader and department leader as needed on special initiatives that promote and maintain team building and customer focus
- Responsible for documenting and maintaining standard operating procedures and process maps
- Remains current on changes to product offerings, processes and operational procedures to ensure compliance with Federal and State regulations
- Effectively responds to incoming inquiries (phone, e-mail, or written correspondence) in both a timely and professional manner with a variety of internal and external customers
- Handles/resolves escalated or complex customer issues and concerns effectively, timely and in a courteous, professional manner working with other departments or team members as needed
- Process and complete multiple work types and properly routes cases or tasks for processing to other team members or departments
- Effectively recognizes, loads, orders, and/or cancels outstanding case requirements while communicating effectively with the customer and properly noting systems
- Attends, applies and retains training material in order to effectively perform and manage daily tasks
- Effectively and accurately researches, understands, uses, and adds case history documentation
- Ability to work in a high volume/fast paced environment
- Ability to obtain Series 6 license within 90 days of hire
- Solid PC and typing skills; familiar with MS Office Suite (i.e. Word, Excel, Powerpoint etc)
- Ability to work all hours between 8AM and 6PM
- Excellent interpersonal, verbal, listening and written communication skills
- Adaptable to a constantly changing environment
- Above average Math and English skills
- Ability to work well within a team structure to accomplish goals
- Willingness to develop and maintain professional growth
- Bachelor’s Degree or relevant work experience
- Series 6 or 7 FINRA Registration
46
Senior Customer Service Manager Resume Examples & Samples
- To have overall accountability for the Quality of solutions provided to multi-national Customers. (measure service provided against defined Service Level Agreements)
- To be the Customer’s primary point of contact within Orange Business Services, for all Service related issues, with the exception of Incident Management, where the CSM will act as a secondary escalation point
- Have awareness of overall and service management profitability of their customer. May be responsible for managing services profit and loss for customer
- To proactively identify existing Customers' needs
- To maintain adequate knowledge and know-how
- Service Level Management
- Availability Management
- Capacity Management
- Problem Management
- Configuration Management
- CSM ensures all technical documentation is kept up to date
- Provide support to assigned team members
- Ensure team objectives are met
- Support team members in their growth and development
- Perform performance management, incl. regular performance reviews with assigned team members
- Ensure regular communication between team members and senior management and other stakeholders (e.g. global process owners, subject matter experts)
- Acts as the deputy to the Customer Service Director and supports him or the team manager in various management activities
- Provide pre-sales support for service management perimeter
- Present customer service management internally and externally
- Qualification
- ITIL certification
- Strong knowledge in the areas of networking (LAN/WAN) and unified communications
- Experience: Customer Service and Project Management Experience
- At least 7 yrs of work experience in customer-facing organizations within the telecom or IT industry
- (virtual) team management experience
- Good level of practiced technical knowledge
47
Senior Customer Service Manager Resume Examples & Samples
- Work collaboratively with assigned teams to achieve department specific goals and customer service expectations
- Provides training and feedback to staff on interactions with patients and customers, to include progressive customer service techniques
- Development and execution of short-term and long-term strategies to further enhance efficiencies for team members and positive outcomes for patients and customers
- Provide critical communication with Sales team on patient and customer orders, disposable use program, product evaluations, asset management, and product pricing
- Provide ongoing oversight, training and review of the Complaint Process to meet regulatory requirements
- Collaborate with Respiratory Care managers and supervisors to assure proper procurement of device and/or accessories identified to be returned to Hill-Rom Respiratory Care
- Collaborate with Patient Services and Revenue Cycle Management leaders to implement processes consistent with Payer regulations
- Ensure compliance with payer rules and requirements by documenting and maintaining work instructions and job aides
- Develop and maintain effective and positive internal and external customer relationships
- Identify opportunities for additional or improved services to meet unmet customer needs
- Management responsibilities for recruitment and selections, performance management, and compensation strategies for current team
- Provide ongoing employee development and coaching
- 8+ years of management experience required with significant experience managing large, phone based teams
- Minimum 5 years of DME industry experience required
- Minimum of an Associate's degree required in healthcare or customer service related field, Bachelor's degree preferred
- A demonstrated high level of supervisory skills and proven ability to work effectively with employees at all levels in the organization
- Strong knowledge of progressive customer service and communication skills
- Strong knowledge of the healthcare environment, medical terminology and Respiratory health
- Strong ability to redirect work and priorities to be in alignment with the strategic goals
- Exceptional communication skills, verbal, written, and presentation
- Excellent organizational skills and detail oriented
- Proficient in Microsoft Office Suite (Word, Excel & PowerPoint)
- Experience with Third Party billing systems preferred
- Continuous Improvement/ Six Sigma / Project Management experience preferred
48
Senior Customer Service Rep-western Division Resume Examples & Samples
- High School diploma or equivalent preferred
- Prior experience working in a business office
- Previous cash handling experience with the last 24 months preferred
- Occasional emergency call-out and extended hours
- Ability to learn the Company’s Customer Service Standards
- Ability and willingness to make decisions mutually beneficial to our customer and company
49
Senior Customer Service Workforce Planner Resume Examples & Samples
- Prepare and publish future work schedules and administer schedule changes, process holiday requests and create ad-hoc schedules
- Ensure efficient resource coverage of telephone lines and other contact channels
- Identify and resolve potential staffing issues on the mid and long term
- Gather and maintain data as well as track processes and progress to support decision-making on resourcing
- Act as a key point of contact for the regional workforce management team in the handling of requests and queries from internal and external stakeholders
- Quality control on output and process during the scheduling process and report feedback and results to stakeholders
- Development, improvement and implementation of (new) processes, procedures, policies and standards within the WFM department
- Keep process, procedure, formats and process documentation up to date and manage the related content, control, approve and make changes to the processes, procedures and formats
- Actively participate in, enable Best Practice Sharing, transform best practices into standard procedures, way of work
- Coaching and developing the existing team of Planners
- Oversee the regional process of Capacity Planning from a strategic angle for the Asia Pacific region
- Evaluate staffing needs, aligning this with strategic forecast and develop long term plans to meet staffing requirements
- Work together with the Forecasting and Planning team to create detailed and clear recruitment plans by language, shift and location
- Develop multiple staffing scenarios and account for unforeseen challenges or changing business requirements
- Maintain appropriate records of staffing decisions, process tracking and changes on a regular basis
- Generate reports and useful data promptly to support effective management decision-making
- Performs all other duties as assigned skills/experience required
- 3 or more years of operational experience in Workforce Management and use of WFM-tools in a contact center is a must
- Strong proficiency in Microsoft Office applications, especially Excel
- Knowledge of reporting methodologies and able to present data accurately and clearly in alignment with business and operational needs
- Ability to oversee projects from a strategic angle and steer changes to achieve the desired outcome
- Outstanding analytical skills and ability to see trends and patterns in data
- Excellent communication skills with the ability to influence all levels of management
- Fluent in verbal and written English
- Strong planning, time management and trouble-shooting skills
- Good attention to detail, is hands-on and able to multi-task
- Able to operate in a fast pace and dynamic environment with tight deadlines
- Embraces teamwork and collaborative work approaches
50
Senior Customer Service Treasury Administrator Resume Examples & Samples
- Assist Supervisor in organizing, and prioritizing workloads according to volumes in order to maintain maximum effectiveness within the department
- Provide back-up coverage to the Supervisor in their absence
- Carry out timely and accurate processing and banking administrative duties
- Prepare departmental statistics package
- Problem solve and research to resolve complex issues, and escalate issues to Supervisor as required
- Ensure timely and accurate processing of transaction executions within various banking systems and journal entries to client and general ledger accounts
- Provide support and assistance to staff and Supervisor as required
- Remain current in industry “Best Practices” in order to provide support and coverage within the Treasury- Cash Management department as required
- 3-5 years of related CSR banking services experience
- Well rounded knowledge of Best Practices” within the Securities/Financial and Banking Industries
- Ambitious, hardworking and self-motivated
- Detail-oriented with demonstrated ability to meet deadlines and work effectively under pressure
- General Accounting Skills
- Intermediate Microsoft Office skills (Word, Excel, Outlook)
- Experience with Online Banking Systems, Dataphile and Arrow application is an asset.Canaccord Genuity Corp. welcomes and encourages applications from all qualified individuals including persons with disabilities. We will provide reasonable accommodations upon request for candidates taking part in all aspects of the recruitment and selection cycle
51
Senior Customer Service Expert Resume Examples & Samples
- Take care of customers’ end to end shipment process (From booking to delivery)
- Timely respond to customers’ inquiries with solutions and alternatives
- Handle exceptions in conjunction with key stakeholders
- Promote e-commerce to gain efficiencies and easy of doing business with us
- Ask for more
- Provide ideas and innovative suggestions on how to improve overall customers satisfaction & efficiency
- Adopt an internal project and take a leading role
52
Senior Customer Service Resume Examples & Samples
- Prepare proposals for potential corporate clients
- Process and submit for approval billed sales and commissionable sales for corporate salespeople
- Administer Customer Relationship Management software and databases
- Set appointments as necessary, along with other clerical duties
- Manage state procurement boards for all states the company operates in
- Compile registrations report, as well as weekly, monthly, and quarterly reports for corporate sales team
- Coordinate with salespeople on national account opportunities
53
Senior Customer Service Manager Resume Examples & Samples
- Define global service performance, procedural and process standards and provide guidance to each service organization to assist with the achievement of contractual, regulatory, and Cubic standards and goals
- Develop proposals for new customer service and media fulfillment business opportunities, including forecasting required staffing and development of process and technology solutions
- Develop requirements and deploy new customer service and media fulfillment operations, including planning, staffing, and all operational aspects of the new service
- Manage the development and implementation of ‘best practices’ processes across the organization to ensure efficiency resulting in reduced costs and improved client service
- Oversee the development of policies and procedures that ensure consistent customer service and satisfaction and compliance with corporate, security and industry standards
- Plan and manage departmental activities and performance against targets and budgets within policies and standards
- Develop and maintain systems to establish standards relating to activities and targets
- Identify areas requiring improvement and develop and implement strategic plans and solutions
- Responsible for the quality assurance of all customer service department activities, verifying compliance of employee work and contributing to the overall quality system effectiveness
- Meet regularly with external customers to develop and maintain customer relations
- Provide leadership and assistance in establishing new service contracts with customers to meet financial growth plans
- Provide leadership and planning for direct and indirect reports supporting the North America customer service organizations to meet financial, contractual, and quality objectives
- Work with O&M directors to ensure key performance and budgetary goals are achieved
- 10+ years of call center management experience in high volume, transaction-based environment
- 10+ years of experience use of call center management tools, such as CRM, ACD, IVRworkforce management, scheduling, call recording, outbound dialing campaigns, performance management and staff/scheduling projections
- Ability to work under pressure and with all levels of management and client personnel
- Proven leadership and change management skills
- Comfortable in high visibility role
- Must thrive in a fast-paced environment
- Strong organization and follow-up skills
- Willing to travel
54
Senior Customer Service Teller Resume Examples & Samples
- Go above and beyond for customers: Aspire to deliver world class customer service
- Drive sales through service: Achieve sales and referral goals by developing a positive customer experience and understanding customers’ financial goals
- Build book of business: Proactively seek ways to develop and expand customer relationships in order to contribute towards the branch success
- Bring a positive energy and confidence to Citizens Bank every day
- Present a professional appearance :You are the face of Citizens
- 1 year teller experience or equivalent
- Minimum 6 months cash handling experience in a retail or banking environment
- Minimum 6 months of demonstrated customer service, recommending and referring products & services
- Ability to work branch hours, including weekends and some evenings
- Listening & problem solving skills
- Ability to travel for trainings or other branch locations
- Sr Teller Float positions are required to travel to designated locations within the region
- Risk acumen
- Retail banking
- Front office customer management
- Transaction processing
- Teller accuracy and compliance,
55
Senior Customer Service Rep Qualcare Resume Examples & Samples
- Respond to incoming calls from members, providers and clients and provide accurate, timely and consistent plan information as well as ensure resolution when needed
- Investigate complaints and inquiries and provide resolutions in a timely and accurate manner
- Perform follow up on all issues requiring investigation and assist with escalted call
- Interact with Provider Relations, Utilization Management and Client Services daily to make appropriate determinations based on the call received
- Prepare appropriate documentation in company call tracking system on incoming telephone calls
- 100 % documentation of calls
- 95% overall quality which includes technical skills and telephone etiquette
- 70% availability time ( this means 70% of the day the CSR is available to handle incoming calls)
- Handle 60 or more calls a day
- 30% or less calls placed on hold
56
Senior.customer Service MMS, Southfield, June Resume Examples & Samples
- Tracks the status of claim documentation received and processed
- Seeks out opportunities to leverage best practices to meet requirements
- Provides program information/data for weekly and monthly reporting
- Provides assistance and support to department personnel, as required
- Possesses strong customer service and communication (written and verbal) skills
- Must be a self-starter, able to prioritize tasks to meet deadlines and production schedules
57
Senior Customer Service Manager Resume Examples & Samples
- Provide strong functional and people leadership to the ANZ Customer Care team
- Set clear goals and objectives at an individual and departmental level. Provide timely feedback and coaching to monitor performance against targets and hold people accountable for delivery of their goals
- Manage proactive and effective communications with internal and external customers
- Identify operational issues or inefficiencies and lead process improvement initiatives to address the root causes
- Cross training of staff to ensure continuity and back up across all Business Units requirements and team management, to ensure required growth
- Manage day to day operations to ensure a high level of performance against key performance indicators, including Same Day Order Entry, Order Keying Accuracy, Dispute and Credit management
- Manage performance and develop future plan to optimize call centre operation
- Lead Customer Care staff or account management team focused on driving operational improvements in day to day processes across a Matrix organisation
- Develop and implement reporting mechanisms to monitor departmental and individual KPIs on performance, productivity and accuracy of the Customer Care function
- Develop and implement a strategic plan for development of the Customer Care function in ANZ, leveraging industry and Medtronic best practices to drive an optimized customer experience
- Identify and implement opportunities to implement new capabilities and value added services which improve the experience of customers when they deal with Medtronic
- Develop the competencies of the Customer Care organization to support future business growth, ensuring process and resource optimization for sustainable growth
- Experience working with an off shore shared service operation
- Ecommerce implementation for both web and EDI automation
- Lean or Six Sigma trained
- Strong Excel analytical skills
- Highly proficient SAP or SAP Super User experience in Sales Order Management
- Implementation of significant Change management programs
- Proven experience in supply chain management with a leading multinational organization
- Demonstrated leadership experience in engaging and empowering a team to deliver improved results
- Demonstrated ability working successfully in a global, complex stakeholder environment
- Demonstrated ability working collaboratively with employees, leaders, clients and vendors
- Demonstrated ability to implement cross-functional projects and process improvements
58
Senior Customer Service Associate MMS, July Resume Examples & Samples
- Accesses and update secured or sensitive data in internal and external databases
- Proficient with computer and windows-based applications including web navigation
- Solid Microsoft Office skills, including Word, Excel and Outlook
- Strong analytical and problem solving skills, ability to trouble shoot data
- Must be flexible, detail oriented, organized, able to multi-task, analyze data, resolve dealer concerns
