Service Strategy Resume Samples

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D O'Keefe

Darren

O'Keefe

705 Dessie Skyway

Dallas

+1 (555) 557 4874

705 Dessie Skyway

Dallas

Phone

p +1 (555) 557 4874

Experience Experience

Chicago, IL

Mgr, Cust Service Strategy & Ops

Chicago, IL

Davis, Bergnaum and Predovic

Chicago, IL

Mgr, Cust Service Strategy & Ops

Provides customer service leadership with regard to all facets of
Prepares, analyzes, and manages operation through statistical analysis of activity
Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer
Prepares, analyzes, and manages operation through statistical analysis
Monitors customer service productivity in accordance with established
Conduct on going scorecard and performance management with vendor account management teams and operations leaders via conference calls and on site visits to our vendor global call centers
Vendor managers drive our service partner results (as opposed to internal teams)

Boston, MA

Supv, Cust Service Strategy & Ops

Boston, MA

Mosciski Group

Boston, MA

Supv, Cust Service Strategy & Ops

Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry
Supervises direct and functional reports. Coaches and monitors performance of employees to established goals and objectives
Develops and assigns work schedules (including off-hour shifts and on-call schedules.)
Assists in monitoring customer service productivity in accordance with established policy to assure adherence as well as completeness
Ensures that work/escalated issues are addressed and completed in a timely manner and that delays and revised time frames are communicated to effected parties
Recruits to provide adequate and timely staff for the group. Recommends salary increases, and recognition and incentive awards as
Manages and trains Customer Care Operations Specialist and Coordinators

present

Philadelphia, PA

Manager, Customer Service Strategy & Ops

Philadelphia, PA

Keeling, Wolf and Kovacek

present

Philadelphia, PA

Manager, Customer Service Strategy & Ops

present

Provides customer service leadership with regard to all facets of perations analysis, performance management, and time entry
Prepares, analyzes, and manages operation through statistical analysisof activity
Plans, develops, and administers customer service programs in adherence with national and system customer service objectives
Implements company policy, procedures, standards, and goals
Conducts regular meetings with Customer Care Supervisors tomaintain two-way communication and achievement of departmental objectives
Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions
Consistent exercise of independent judgment and discretion in matters of significance

Education Education

Bachelor’s Degree in Business

University of Tennessee

Bachelor’s Degree in Business

Skills Skills

Ability to Work in Fast-Pace, Changing Environment
Ability to Work Collaboratively and Independently
Ability to Build, Deepen and Sustain Relationships
Data Synthesis and keen understanding of how to connect the dots
Project Management (large and small, multi-pronged projects)
Manage multiple and Competing Projects Concurrently
Cross-Functional Team Partnership and Collaboration
Business and Process Analysis (six sigma a plus)
Proactive Risk Assessment and Mitigation
Timely, Accurate and Strategic Documentation of Initiatives Status and Key Points

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15 Service Strategy resume templates

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VP, Service Strategy Resume Examples & Samples

Directs the identification, development and implementation of division-wide Service strategies to drive a quality client experience including first call resolution, service levels, client growth, improved productivity and revenue/NOI goals
Executes on strategy through service projects, field service executive direction, service models, technology deployment and service associate development. Identifies ideal field organizational structures, staffing levels and productivity standards for the SBS service organization
Develops service offerings to support market needs and revenue strategies, understanding competitive challenges and opportunities
Directs the development, implementation and execution of business unit-wide workforce management strategies to achieve SBS' strategic goals regarding forecasting, scheduling, service levels, service quality, first call resolution and associate training and development
Collaborates with senior field leaders to develop regional workforce management teams to execute strategies to maximize a quality client experience through effective forecasting and scheduling
Uses technology to automate business processes to facilitate achievement of client satisfaction and retention goals
Through SBS Service Business Analysts and Program Specialists, manages existing service technologies deployed throughout 32 regional service centers and partners with the VP of Service Technology to continuously evaluate more effective call center technologies
BA/BS in Business Administration, or the equivalent in education andexperience, required
Extensive experience in a call center operations or a professional services management capacity, with in-depth knowledge of delivering a high quality experience
Proven track record of successfully managing a growth business in a service industry
Management experience: including planning, budgeting, cost control, profit and loss responsibility, and associate development Knowledge of payroll products and payroll industry preferred
Demonstrated knowledge of service technologies
Proven skills in organizational direction, organizational time management, goal setting, leadership and motivation, negotiation, interpersonal relations, verbal/written communications and human resource management
Must be a high potential individual Must have ability to work under pressure of time constraints in a potentially stressful environment
Must have keen ability to collaborate effectively with all cross-functional entities within SBS and other BU's
Service Orientation/Client Focus
Talent Development
Relationship Building

Supv, Cust Service Strategy & Ops Resume Examples & Samples

Administers customer service programs in adherence with national and system customer service objectives
Manages and trains Customer Care Operations Specialist and Coordinators
Ensures adherence to company policy, procedures, standards, and goals

Manager, Customer Service Strategy & Ops Resume Examples & Samples

Provides customer service leadership with regard to all facets of perations analysis, performance management, and time entry
Prepares, analyzes, and manages operation through statistical analysisof activity
Implements company policy, procedures, standards, and goals
Conducts regular meetings with Customer Care Supervisors tomaintain two-way communication and achievement of departmental objectives

Mgr, Cust Service Strategy & Ops Resume Examples & Samples

Vendor managers drive our service partner results (as opposed to internal teams)
Conduct on going scorecard and performance management with vendor account management teams and operations leaders via conference calls and on site visits to our vendor global call centers
Conducts regular meetings with Customer Care Supervisors to maintain two-way communication and achievement of departmental objectives
Monitors customer service productivity in accordance with established policy to assure adherence as well as completeness in all customer transactions

Supv, Cust Service Strategy & Ops Resume Examples & Samples

Supervises direct and functional reports. Coaches and monitors performance of employees to established goals and objectives
Communicates company strategy and motivates employees toward achieving company vision
Ensures quality customer care by regularly inspecting the quality of work of employees and contractors ensuring that all standards (federal, state, and Company) are followed
Ensures quality customer care by working with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct. Coordinates with other departments to resolve issues
Ensures that work/escalated issues are addressed and completed in a timely manner and that delays and revised time frames are communicated to effected parties
Develops and/or implements appropriate methods, practices, policies, procedures, and change processes keeping employees informed of changes. May include preparation of administrative and statistical reports
Develops and assigns work schedules (including off-hour shifts and on-call schedules.)
Recruits to provide adequate and timely staff for the group. Recommends salary increases, and recognition and incentive awards as appropriate for approval by management. Administers appropriate corrective disciplinary actions and supporting documentation to address employee performance and/or behavioral issues
Enforces all safety codes (federal, state, and Company) including employee awareness, training, reporting, and correction

Supv, Cust Service Strategy & Ops Resume Examples & Samples

Lead a team to satisfactorily resolve customer escalations sent from our corporate teams and other functional partners
Ensure customers are receiving call backs and follows up as needed
Detailed analysis of escalation details, identifying root cause, communicating process gaps (such as billing system issues, recurring technical issues)
Work with internal teams and the customer to decide on and implement an agreeable solution
Express a positive, professional, and upbeat attitude when speaking with both internal and external customers
Drafting formal, professional customer and corporate responses
Regular, consistent and punctual attendance with the ability to work outside of normal business hours
Ability to communicate orally and in writing in a clear, professional and straightforward manner
Strong collaboration skills, ability to effectively work with others in high stress situations
Ability to multi task as well as handle multiple customer's issues at a time
Great time management
Ability to diffuse escalated customer situations through high level problem solving
Ability to communicate with all levels of company personnel
Ability to work independently and make decisions related to your job with little follow-up
Strong letter writing skills

Dir, Cust Service Strategy & Ops Resume Examples & Samples

This role will report directly to the VP Process Improvement & Retention for the central division
Director will manage 3 direct reports of manager/Sr.manager of Billing/Retention/Universal agent onboarding Queues
Will focus on a few key areas: Governance, Standardization and Process improvement of the Queue
Expected to lead improving the customer experience in these Queues
Key advocate of driving a culture that embracing NPS
Expected to drive a culture of Partnership with the Central Division Call centers
Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations
Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan
Monitors the expense process; establishes budgets and constraints to assure expense goals are met

Senior Manager Cust Service Strategy & Ops Resume Examples & Samples

Plans, develops, and administers customer service programs in adherence with national and system customer service objectives
Ensures competence and continuity of qualified management and frontline staff through optimum selection, training and development, appraisal, and motivational techniques
Manages customer service-based training and standards certification. Works with team to ensure excellence in customer service with every customer contact. Manages the performance and development of supervisory staff

Director, Service Strategy Resume Examples & Samples

Provide direction and oversight in the development, planning and execution of short and long term Service Quality priorities and strategies in alignment with regional and organization-wide goals
Supervises and mentors program managers with regard to job performance and professional development. Creates a working environment which is challenging and rewarding; fosters teamwork, and professionalism; enables a strong sense of contribution, influence and accomplishment
Collaborate with National Service Quality, Marketing and other strategic groups to identify and implement evidence-based practices
Establishes clear and measurable short and long-term strategic goals and objectives and monitors results
Partner with department chiefs and operations managers to develop department-specific service quality interventions to reliably improve member/patient experience at all points of touch
Identify routine care experience metrics for each department, including drivers of both CAHPS and PES
Ensure systems are in place to use patient/member/purchaser complaint data to identify and improve patient experience
Involve members and patients in committees or other interventions that hear directly from the KP members, assist medical centers with opportunities to hear directly from their patients
In collaboration with Labor and operational managers, provide training, toolkits, and monitoring to ensure behaviors are present to promote care experience
Support chiefs, physicians, managers, and frontline staff to identify, enable, and promote excellent care experiences for patients and assessing effectiveness
Identify and transfer best practices for improving service quality
Responsible for budget planning and annual budget preparation, managing the budget, and budget tracking for all Departmental accounts
Participate in cross-functional teams to improve service quality and effectiveness of care delivery
Responsible for assessing performance and monitoring outcomes in areas of Departmental responsibility
Minimum seven (7) years of direct experience in service quality within a healthcare setting
Minimum three (3) years of management experience with the ability to lead through influence and collaboration
Master's degree in public health, health economics, healthcare administration or related field

Service Strategy Document Control Resume Examples & Samples

In-depth understanding of BOM structuring and engineering related principles, practices, and procedures
Effective at working independently as part of larger, cross-functional teams with little formal guidance
Flexible to handle directional changes and proficient at managing multiple projects at once
Performs well in a high-pressure, fast paced and sometimes ambiguous environment
Exceptional soft skills
Strong analytical and problem solving skills; must be able to analyze issues including large data sets to determine root causes and recommend solutions
Proven ability to easily identify trends, and then document, investigate, escalate, track and resolve issues
Excellent self-starter who possesses exceptional time management skills and has great attention to detail
Ability to stay current with the latest processes, procedures, and technology
Strong BOM knowledge to setup, breakdown and analyze
Strong knowledge of systems SAP and Agile
Database and/or scripting experience and excel skills

Manager, Customer Service Strategy & Ops Resume Examples & Samples

Solely manages the Digital Care Quality Assurance team through the delegation of duties to supervisors, quality analysts or a combination of both. Coaches and monitors performance of employees to established goals and objectives
Spearhead process improvement initiatives leading to seamless customer experience in areas of improved Net Promoter Score (NPS) and Customer Satisfaction (Csat)
Provides input to, as well as communicates, company strategy and motivates employees toward achieving company vision
Proactively research and implement industry best practices in developing a team of advocates with a drive for delivering service from the heart to our customers
Ensures quality customer care by regularly inspecting the quality of work of employees and external vendors ensuring that all standards are followed QA Playbook
Works with customers, internal or external, to resolve escalated issues regarding both quality of service and employee conduct. Coordinates with other departments to resolve issues
Ensures that work/escalated issues are addressed and completed in a timely manner and that delays and revised time frames are communicated to affected parties
Develops and implements appropriate methods, practices, policies, procedures, and change processes, keeping employees informed of changes. May include preparation of administrative and statistical reports
Help design strategies to support senior leadership in proactively showcasing effortless customer experience of the Comcast Digital Care team
Reviews and works within budgets, making recommendations for changes when necessary. Makes informed decisions and choices based upon priority, business necessity, and bottom line impact
Participates in the formulation of customer service-impacting policies. Maintains and enforces all federal, state, and local rules and regulations, such as non-discriminatory practices, payroll and overtime guidelines, FCC regulations, etc
Help design a world-class quality assurance program incorporating principle-base servicing
Develops, monitors, and ensures proper training for exempt and non-exempt staff. Administers appropriate corrective disciplinary actions and supports documentation to address employee performance and/or behavioral issues
Act as our Social Media Advocate with employees and external influencers to extend our brand reach
Acts as a Subject Matter Expert or department/functional lead on projects with cross-functional/departmental impact

Manager, Customer Care Self Service Strategy Resume Examples & Samples

Responsible for running complex programs and projects; including tasks involved in design, development and execution
Apply customer care and call center experience to the development of self-service and support capabilities
Identify business opportunity and risks by analyzing current customer service industry trends and best practices
Participate in creating business impact goals for developed strategies
Develop business case to support proposed enhancements and secure funding
Reconcile assumptions used in the development of business cases
Undertakes strategy creation for contingency planning and risk mitigation
Collaborate closely with boundary partners on development and execution
Ensure alignment of self-service channels to create a seamless customer experience
Ensure continual communications with all key functional partners
Create weekly and monthly metrics and analytics reports
Assist with developing training needs

Analyst, Shared Service Strategy Resume Examples & Samples

Build and demonstrate a deep understanding of HBC’s shared service operations in order to help identify opportunities for process improvement, cost containment / avoidance, revenue generation, capital investment, and high ROI initiatives
Utilize an enterprise wide lens for synergy opportunities and leverage all existing global locations to advance HBC’s strategic direction for shared services
Conduct market research and keep abreast of trends and best practices that present opportunities to optimize savings and performance for the business
Assist in shaping and articulating the shared services strategy/value proposition to senior executives, including members of finance, HR, IT, supply chain and operations
Assist in analyzing large data sets and preparing materials for senior leaders and stakeholders across the business and externally
Assist with the development of a business model to create a framework and develop templates for current and future initiatives
Manage multiple project plans, tasks, schedules, scope, timelines, stakeholder communications, and deliverables simultaneously
Develop strong relationships with internal business stakeholders (including senior functional heads) and external parties including HBC’s primary joint venture partners globally and provide support to business units undergoing transition
1-3 years’ experience in management consulting, project management, retail/digital operations, or logistics preferred
Exceptional interpersonal, communication, client facing and presentation skills
A high degree of comfort and ability to build credibility with senior executives at HBC and stakeholders
Experience at working both independently and in a team-oriented, collaborative environment is essential
Eager to embrace and support change and ability to work in an ambiguous environment
Ability to prioritize multiple projects and tasks
Proficient in Microsoft Excel, Word, and PowerPoint
Ability to travel as required to deliver on objectives (travel expected less than 10% of working time)

Itil Service Strategy Analyst Senior Technical Specialist Resume Examples & Samples

1) Active TS/SCI clearance
3) Minimum of 12 years with BS/BA, Minimum of 10 years with MS/MA, or Minimum of 7 years with Ph.D. related profession experience
7) Passion for learning and knowledge transfer
1) Bachelor or Master degrees in Systems Engineering, Computer Science, Engineering or other Information Technology disciplines
3) Amazon Web Services (AWS) Certifications

Itil Service Strategy Analyst Technical Specialist Resume Examples & Samples

2) Domain experience in Intelligence Community (IC), Department of Defense (DoD), or Commercial IT programs
3) Minimum of 10 years with BS/BA, Minimum of 8 years with MS/MA, or Minimum of 5 years with PhD related profession experience
5) Ability to lead and influence

Itil Service Strategy Analyst Resume Examples & Samples

3) 8 years with BS/BA, 6 years with MS/MA, or 3 years with PhD2 related profession experience
4) Ability to relate professionally with customers and colleagues
5) Strong written and verbal communication skills
6) Responsible, reliable and flexible
2) Information Technology Infrastructure Library (ITIL) Service Management - Foundations and especially Practitioner Certifications
4) Exposure to Intelligence Community IT Enterprise (IC ITE) service offerings and service adoption

Director of Sales & Service Strategy Resume Examples & Samples

Key lead in implementation of FTE/staffing model for specialty roles
Responsible for launch and ongoing management of major strategic initiatives, including launches or pilots
Responsible for communication, skill builders, etc and implementation of key initiatives across all Lines of Business
Coordinate of sales and service across various business lines, including marketing campaigns, key initiatives etc
Partner with LOB heads to understand their business needs and deliver sales & service strategy to meet needs of business
8-10 years of previous retail banking leadership experience
3-5 years of experience in retail field management role within retail branches, mortgage, wealth, call center or business banking
Ability to lead a project team to deliver (on time) project objectives
Ability to maintain a structured and targeted timeline for deliverable and communicate progress and deficits effectively
Ability to work in fast paced environment in a collaborative manner
Extensive knowledge on how to impact the consistent delivery of a sales and service process through a large sales force

Mgr, Cust Service Strategy & Ops Resume Examples & Samples

End-to-End Operations with an adept skill of organizing several initiatives
Timely, Accurate and Strategic Documentation of Initiatives Status and Key Points
Proactive Risk Assessment and Mitigation
Business and Process Analysis (six sigma a plus)
Project Management (large and small, multi-pronged projects)
Manage multiple and Competing Projects Concurrently
Cross-Functional Team Partnership and Collaboration
Data Synthesis and keen understanding of how to connect the dots
Ability to Build, Deepen and Sustain Relationships
Ability to Work Collaboratively and Independently
Team Building
Presentation Development
Agile/Flexible
Ability to Work in Fast-Pace, Changing Environment

Customer Service Strategy & Support Officer Resume Examples & Samples

Prepare operational performance report by reminding data support, collecting, analyzing and summarizing data and trends in timely manner
Provide analysis for call center quality assurance to manage call center service standard, SLA and point control / monitoring
Identifying and evaluating business information (production, productivity, trends, quality and customer service standard) as key information for Leader to determine operational and customer services strategy
Monitor customer service performance trend and get insight based on data analysis Provide PQR monthly review checking for customer service team and ensure all in line with flow process SOP in Customer Service
Deliver reports as committed timeline and produce analysis insight for improvement area
Collaborate with CS Quality Management to have internal audit control all channel in customer service function
Collaborates with functional areas to develop and maintain performance metrics, measurements, methods and targets
Coordinate with others department to maintenance persistent improvement in customer services
Essential: College graduate form reputable university
Essential: min 2 years in operational rules in customer services or reporting and quality assurance. Project management handling will be valuable
Excellent PC skills : Extensive practical knowledge in spreadsheets, graphs; and moderate knowledge in PowerPoint, and flowcharts
Data analysis experience is valued
Systematic presentation skills is valued
Project management skills is valued Extensive practical knowledge in spreadsheets, graphs; and moderate knowledge in PowerPoint, and flowcharts
Strong in communication skills, drive for result, and comfortable dealing with timeline
Must be independent hardworking, responsible, good team player, able to work under pressure and highly committed to the job

Career Trainee Service Strategy Analyst Resume Examples & Samples

Manage, Track and Report Service Retention, Revenue, Contribution across Segments on monthly basis in relation to the Business Targets
Monitor Customer Satisfaction Index (CSI), Identify changing trends and plan innovative approaches for ensuring highest CSI on quarterly basis
Monitor Competition activities in Field, Social Media and report on bi weekly basis to the Top Management
Analyse the Business KPIs, changing Market Trends and develop Short Term and Long Term Strategy for Service Function on quarterly basis, to maintain the Leadership position in the Industry
First professional work experience
Excellent English language skills
You have preferably completed or are about to complete a degree in business & economics, business studies, vehicle technology, or mechanical engineering
A major in the area of sales and marketing is preferred
Motivation letter and CV in English
High school and university certificates
Documented evidence of international experience abroad or international exposure

Senior Manager, Customer Service Strategy Resume Examples & Samples

Strategize with CSC Leadership to define and implement the vision of the CSC as the customer-centric hub of ReadyRefresh
Define and optimize the customer lifecycle by
5-7 years of business experience required
Demonstrated success in strategy creation and implementation, with positive ROI impact
Consulting and customer service industry experience preferred
Strong analytical and mathematical abilities
Self-motivated, quick learner, organized, detail-oriented
Six Sigma or Lean experience preferred
CPG experience preferred

Head of Sales Service & Strategy Resume Examples & Samples

Minimum of 10-15 years in the financial industry
Ability to scope out and develop work plan and resource requirements, estimate costs and risks associated with activities
Demonstrated ability to build strong trusted relationships and foster collaboration and teamwork in a variety of settings
Demonstrated effectiveness at using influence persuasion and negotiation to find agreeable exchange and reach positive outcome
Excellent budget management experience with the ability to relate business unit performance to overall impact
Excellent project management skills; ability to manage resources, sets scope, time scales and deliverables, recognizes changing requirements and address program/project impact
Background in modeling and forecasting

Service Strategy / Transition Manger Resume Examples & Samples

Support for all new services to be on-boarded through a portfolio management process
Ensuring all changes within the existing service catalog are performed in accordance with approved change, config and release management processes
10+ years relevant experience within an IT environment. BS/BA
ITILv3 Intermediate certification

Service Strategy Analyst Resume Examples & Samples

Review all incoming capability requests and determine if a service exists that will meet the customer’s requirements or if a new service needs to be established
Make recommendations to establish a repeatable process for requests with similar fulfillment tasks
Conduct initial analysis of new requirements to be presented for approval as projects
Develop a business case of approved requirements in preparation to hand off to the project team
Work with customers to ensure current services still meet business requirements or if potential changes to services is required
Maintain and update (as necessary) the service catalog as applicable
Work with functional owners who have unique software needs to resolve or minimize redundancies in services when possible to streamline the lifecycle of services
Provide feedback to customers on the status of their requests to include the denial or approval of their requests
Excellent listening, organization and presentation skills
5+ years’ experience as a business or systems analyst
Certified Business Analysis Professional (CBAP)

Analyst, CRM & Food Service Strategy Resume Examples & Samples

Maintenance and management of CRM system for the Canadian Food Service business
Collection of data and identification of data sources both internal and external to support robust data analytics
Development and delivery of standard reporting to support, measure and inform the Food Service Sales Team across Canada
Development and delivery of data analytics and insights to drive commercial decision making around inventory management, pricing and commercial strategy
Contribution to and development of strategic initiatives and advisement to senior leadership on opportunities and potential impacts of decisions
Excellent communicator, both verbal and written, in English. Comfortable communicating high level concepts to senior stakeholders, whilst also being able to delve in to the detail of complex changes when required
Ability to think strategically in driving business improvement through the application of analytic techniques and modelling
Strong knowledge of Business Intelligence and dashboarding
Ability to manage ambiguity and quickly adapt to changes in priority
Capable to work in fast-paced and rapidly changing environment
Flexibility to adapt and able to manage multiple assignments while working independently or as a team
Strong understanding of the Food Service marketplace in Canada
Experience with Salesforce.com CRM an asset
University degree in business
Strong written and verbal communication skills including presentations
Ability to facilitate training
Collaboration skills to gather necessary information and build trust
Advanced IT skills in MS Access and Excel
Strong systems & analytical skills
Effective in working with databases