Support Team Manager Resume Samples

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K Bashirian

Kylie

Bashirian

91450 Odessa Pines

Los Angeles

+1 (555) 962 1574

91450 Odessa Pines

Los Angeles

Phone

p +1 (555) 962 1574

Experience Experience

Boston, MA

Support Team Manager

Boston, MA

Kilback-Erdman

Boston, MA

Support Team Manager

You will participate in the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies
Manage effective communications (regular Team meetings, communications to and from the Management Team)
People Management of team, including Feedback/Career Development and Employee relations topics
Willingness to handle a broad range of tasks and to work independently
Processes: Responsibility to implement and to ensure the introduction, working and optimising of internal processes within the team
Capacity Planning and Resource Management within the team
Responsible for Business Continuity Management in Brisbane

Detroit, MI

Client Support Team Manager

Detroit, MI

Homenick-Dach

Detroit, MI

Client Support Team Manager

Carry out 1:1s, appraisals and performance reviews in line with ADP policy; create, support and monitor personal development plans (PDPs) for team members
Leading and working with other departments on cross-functional improvement projects
Leading and managing Associates with regards to training, coaching, compensation, motivation, development and resourcing
Delivering process improvement to drive operations effectiveness and efficiency
Day to day management of the team through development of direct reports including management of recruitment and induction process, absence, appraisals, performance management, and training
Ensuring one best way of working, process adherence and maintenance of ISO and SOX accreditation
Detailed forecasting, capacity planning and resource management to ensure correct resourcing of operations

present

Houston, TX

Customer Support Team Manager

Houston, TX

Becker, Carroll and Erdman

present

Houston, TX

Customer Support Team Manager

present

Strong passion and interest in interactive media – video games, social networking, etc
Provide day-to-day outfacing customer support via email and phone on issues ranging from simple to complex
Troubleshoot technical and billing issues for customers
File bug reports and assist in QA process for issues reported by customers
Author website FAQ pages and create how-to guides and videos
Communicate and triage issues with various departments and groups
Run reports about types of issues received

Education Education

Bachelor’s Degree in Ability

University of Arizona

Bachelor’s Degree in Ability

Skills Skills

Considerable knowledge of credit policies, programs, financial analysis and related documentation
Good knowledge of MICROS applications is beneficial
Advanced knowledge of applicable federal and state laws and regulations
Proficient computer skills with thorough knowledge of computer applications used in area
Strong leadership abilities and proven success in coaching and mentoring individual contributors
Strong management and organizational skills
Excellent verbal and written communication skills
Strong understanding of Customer Support industry practices, measurement, drivers and performance improvement strategies
Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals
Strong experience in issue resolution, issue prioritization, customer management and technical account management

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OTC Derivatives Support Team Manager Resume Examples & Samples

Understand the lifecycle of all complex derivative instruments from initial set-up to close out including trade capture, all life cycle events and all cash-flows. This requires an in-depth understanding of OTC derivative products and how they are reflected on accounting, custody and counterparty records
Have a thorough understanding of the potential Net Asset Valuation implications of all OTC derivative lifecycle transactions
Maintain overall responsibility for ensuring all complex derivatives have been identified and accounted for correctly at each valuation point for all funds, ensuring position, accrual and market value reconciliations are completed on a timely basis
Manage the team; maintain on-going oversight of their daily task assignments and daily progress against agreed deliverables
Develop and maintain good working relationships with internal and external clients
Address and manage all client requirements and requests in a timely and efficient manner
Manage any new business take-on, ensuring appropriate levels of staffing, expertise, systems, procedures and controls are put in place to support and service new business
Maintain up to date OTC Derivative related procedures, desk notes, lifecycle diagrams and relevant training materials
Proactively identify and address OTC Derivative operational risk areas and implement enhanced controls and processes where necessary
Provide updates to Senior Management on team performance, deliverables and escalate issues as appropriate
Ensure management information system (MIS) is updated, produced and disseminated for all complex derivatives
Proactively stay on top of any OTC Derivative related regulatory developments and global corporate initiatives and ensure these are integrated into the processing environment and that the Derivative Support Team is fully compliant
Excellent management and communication skills, with proven team leadership skills
Clerical skills with particular focus on accuracy, attention to detail and organisational skills
Integrity, dependability and flexibility
Ability to manage a team to constantly meet deadlines
Proactive and focused attitude to work
Analytical, organisational and time management skills
Interpersonal, oral and written communication skills
Confident, solution-oriented, independent worker
Knowledge and understanding of complex over-the-counter (OTC) derivatives
Desirable to have in-depth Fund Accounting experience preferably with experience managing Fund Accounting teams and with previous exposure to derivative instruments
Knowledge of all key players within the Fund Administration process
Proficiency in using MS Visio, Outlook, SharePoint, Excel, Word and Lotus Notes and SunGard’s fund accounting platform Enterprise
Desirable to have Master's or Bachelor’s degree or equivalent in Business Computing, computer science, or related technical or business discipline
Comprehensive working knowledge of all aspects of Fund Accounting
Desirable to have experience preferably with experience implementing controls and writing procedures
Ability to positively influence team morale
Numerate and analytical with proficiency in using email, spreadsheet and other office administration systems

Technical Product Support Team Manager Resume Examples & Samples

Monitor agent and Team Lead activities, including attendance, phone usage, Call Quality, and ongoing training and development
Assist the Workforce Management group as warranted to coordinate employee scheduling and monitor daily schedule adherence
Analyze operational performance to capture developing trends and recommend process improvement solutions to continuously enhance operational productivity and uplift efficiency
Effectively leverage resources to monitor call-type patterns and isolate developing trends, identifying opportunities for procedural changes within the team as well as cross-functionally with other departments, to increase productivity
Coach and develop agents and Team Lead for continuous skill refinement through various mediums to isolate individual employee performance improvement needs and administer the appropriate training/actions to yield the intended performance results
Administer corrective disciplinary action as necessary to address unacceptable performance behaviors/incidents
Liaise with other departments on projects as assigned and/or workflow processes that exist between groups, to ensure the department is represented and to maintain procedural flow that functions homogeneously for all groups
Assist with escalations and assist internal departments with questions and/or general support needs
Handle special projects and tasks as assigned by management

Customer Support Team Manager Resume Examples & Samples

Ten or more years of experience in a commercial/corporate credit environment
Advanced knowledge of asset based lending policies and procedures and of general banking operations
Excellent planning and organization skills

Support Team Manager Specification Customer Interaction Center Resume Examples & Samples

People Management of team, including Feedback, Career Development and Employee Relations topics
Drive and cascade strategic objectives
Capacity Planning and Resource Management within the team
Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient and high quality delivery
Monitoring and regular reporting of activities within the team
Manage effective communications (regular Team meetings, communications to and from the Management Team)
Motivate, and empower team members to ensure achievement of all individual and team KPI’s to high quality standards
Manage under performance through implementation of Performance Improvement Plans and engagement of Disciplinary Process where appropriate
Take ownership of issues escalated by team/ customer and ensure timely and effective resolution
Ongoing review of all operational processes and procedures, implementing improvement and measuring effectiveness in line with ISO Standards
Represent the team in regional and global initiatives and projects
Interface and alignment to other Lines of Businesses
Recruitment
Drive best practices
Oversight, mentoring etc. of Team Leads/Coordinators
Minimum of 4+ years’ experience in previous managerial role is essential
Business/IT Degree or equivalent professional experience
Demonstrable strong interpersonal and team building abilities, coaching skills and people management experience
Proven success in leading people in a team environment
Excellent customer focus, both internally and externally
Ability to communicate effectively with individuals at all levels, with appropriate discretion where required
Excellent organizational skills
Self-motivated, proactive and solution oriented

Global IS PMO Support Team Manager Resume Examples & Samples

General Project Management knowledge in area of IT/IS, with Project Management experience
Above 2 years’ experience in development and operations of tools similar to global PPM and PM tools, preferred in Agile and DevOps
Experience with IS PM training and Certification process and tools LMS class
Experience in defining IS Project Methodology and tools
Experience in providing PMO Operations and support
Excellent communication skills – ability to communicate with the team and various stakeholders
Strong English written and verbal communication skills
Good organization, time management, decision making and influencing skills
Flexibility, persistence, accompanied by quality and results orientation
Strong negotiation, facilitation and consensus building skills
Ability to work in a global, multicultural work environment

Seller Support Team Manager Resume Examples & Samples

Previous experience managing a large-scale operation with a minimum of 2 years managing frontline supervisors or 4 years managing individual contributors in a customer service environment, experience within a contact center preferred
Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently
Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers
Strong prioritization, time management skills and ability to delegate effectively
Ability to embrace constant change with flexibility and good grace

Seller Support Team Manager Resume Examples & Samples

Manages performance and behavior of 3-4 front line Supervisors through effective 1:1 meetings, coaching, and mentorship
Regularly review and analyze key metrics across the site to identify root causes and formulate solutions to improve performance
Create plans to address significant changes and issues like volume changes, type of contact, unusual spike of seller contacts, etc. and accountable to drive implementation of proposed solutions through Supervisors to deliver results
Coach and develop Associates, Associate Advisers and Supervisors on career paths for internal promotions and job enrichment opportunities
Ensure Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
Actively participates and represent team members in the annual performance review cycle. Ensures Supervisors and Associates are consistent with overall performance reviews, and administers annual compensation planning consistent with guidelines
Education: HS degree is required
4+ years of experience managing individual contributors and other managers in a customer service environment
4+ years of experience within a call/contact center environment
Experience with Kaizen events or Process Improvement initiatives
Solid interpersonal and communication skills to communicate effectively to a wide range of constituencies in a diverse environment
BA/BS Degree or Master’s degree preferred
Certification in Six Sigma/Lean Processes
Exceptional skills in data manipulation and analysis
Ability and desire to relocate to take advantage of growth opportunities
High energy for ambiguous internet speed environment
Decision making/complex problem solving - proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently

Client Support Team Manager Resume Examples & Samples

Reports to the Head of Processing Service, with responsibility for leadership and direction of up to 10 associates
Ensure World Class Service delivery to clients
Ensure that all payrolls and associated services are delivered accurately and on time
Review processes and implement improvement

Seller Support Team Manager Resume Examples & Samples

Demonstrated ability to develop, inspire, direct, and manage a group of people (5 years and more)
Skill in developing and implementing new strategies and procedures
Demonstrated ability to organize, prioritize and schedule work assignments
Demonstrated ability to develop, plan, and implement short- and long term goals
Demonstrated ability to analyze data and provide business oriented summaries
Demonstrated ability to hire and develop the best
Ability to provide objective performance feedback
Fluent English (required)
Ability to provide effective advice and counsel on strategic communications issues and exercise effective judgment
French, Spanish, or Italian language skills would be a plus

Fab Support Team Manager Resume Examples & Samples

Responsible for pump/abatement improvements on the Micron 90S and 110S DRAM technologies
Refine strategy for deployment of Micron BKMs for Fab Support Team
Responsible for deployment of Micron BKMs for improving pump&abatement quality by using Micron FST methodology
Strategy for integration into Micron key business processes; eg. MOC etc
Understand Fab 16 strengths and BKMs and present them back to the FST community for the improvement of all Micron fabs
Collaborate with PE, PIE and QEM teams to meet the needs of all new parts, equipment and process changes for pump and abatement
Partner with global 300mm counterparts and OCT to identify and leverage best known methods
Manage and measure projects to ensure deliverables and time frames are met
Inculcate the Micron values and behaviors in Fab 16
Build trust and enable open communication between the teams
Manage other network projects to align global directions and strategies
Develop strategy, organization, and roadmap for Micron central bench at Taiwan
Vendor interface for pump & abatement supplier
Contractor interface for pump & abatement maintenance

Support Team Manager Resume Examples & Samples

People Management of team, including Feedback/Career Development and Employee relations topics
Drive and cascade strategic objectives
Capacity Planning and Resource Management within the team
Accountable and responsible for all tasks and activities of the team, ensuring effective, efficient and high quality delivery
First point of contact for all issues within the team
Monitoring and regular reporting of activities within the team
Manage effective communications (regular Team meetings, communications to and from the Management Team)
Processes: Responsibility to implement and to ensure the introduction, working and optimising of internal processes within the team
Ensure team achievement of KPIs (customer satisfaction, productivity, service level agreements)
A hands-on approach and be prepared to lead by example
On-going review of all operational processes and procedures, implementing improvement and measuring effectiveness in line with ISO Standards
Represent the team in a number of regional and global initiatives and projects
Interface and alignment to other Lines of Businesses
Drive best practices
Follow up on complaints/negative customer satisfaction ratings
Organization of training/knowledge transfer
Oversight, mentoring etc. of Team Leads/Coordinators
Minimum of 2+ years’ experience in previous managerial role is essential
Demonstrable strong interpersonal and team building abilities, coaching skills and people management experience
Previous experience with SuccessFactors or other HRIS products preferred
Excellent customer focus, both internally and externally
Proven ability to work well under pressure
Sound knowledge of Support processes and Service/Support offerings preferred

Sales Support Team Manager Resume Examples & Samples

Strong problem solving skills and resourcefulness
Ability to effectively lead highly skilled team with varied individual functions
3 years customer service or order to cash management experience
2 years of supervisory experience preferred
Is highly resourceful, can establish and sustain productive relationships
Experience with SAP ECP system strongly preferred
Lean Enterprise or Six Sigma experience a plus

Support Team Manager Resume Examples & Samples

You will drive a cross-product team to deliver resolutions for customer issues that other support teams could not resolve
You will be critical in guaranteeing customer satisfaction, product quality, and ongoing customer success with Atlassian products, working with your team to ensure service levels, support quality, and customer satisfaction targets, while being a key driver for product improvement, application performance, and corporate change
You will coordinate root-cause analysis and fixes for complex issues and customers, while being key to providing a consistent quality experience, bringing new and improved support methodologies to Atlassian, and creating a wide and loyal customer base to the Atlassian products and brand
You will also participate in customer facing calls helping to communicate progress updates, action plans, and resolution details
You will participate in the broader ecosystem of Team Leads and Managers to improve the overall department and corporate operational efficiencies
You have experience with enterprise-level software solutions or with Atlassian specific products like JIRA, Confluence, or Stash

In Store Support Team Manager Field Based Resume Examples & Samples

A commercial approach to business and the ability to quickly gain in-depth understanding of the Company and its operational and sales procedures with the ability to work cross-functionally within the organisation
Ability to prepare and deliver reports and presentations
Excellent motivational, people management and leadership skills
Excellent communication skills
IT literate i.e. Microsoft Office
The ability to analyse and disseminate information in a clear and concise manner under pressure and to deadlines
The role requires significant travel throughout the UK, including regular overnight stays. The role will also require some weekend working
Preferably educated to Degree level or equivalent, or qualified through appropriate levels of experience
Full clean driving licence
Experience at managing a field team is preferable

Care Coordination Support Team Manager Resume Examples & Samples

Lead a high-performance team of long term care professionals responsible for the customer service, interacting with the policyholder and the assessing nurse to schedule assessments as well as communicate with the insurance carrier when there are delays in the process
Participate in the development and lead the implementation of productivity reports and capacity models to ensure the efficient delivery of superior customer service
Ensure the timely delivery of services based on defined service level agreements (SLA’s)
Implement a regular quality review program to monitor and ensure quality standards are consistently maintained
Partner with other managers to ensure end to end customer service standards are upheld and processes are continuously improved upon
Ensure comprehensive testing of systems to support deployments
May require 50% case load depending on business needs
Ability to motivate and develop staff
Strong ability to shift priorities and motivate staff to do so as well
Ability to work across teams to share best practices and enhance processes
Experience using workflow tools
Ability to develop and use analytical tools to monitor capacity and productivity
BS/BA required
Prior industry experience
Previous experience managing a team

Customer Support Team Manager Resume Examples & Samples

Proven communication, presentation and negotiation skills through previous interaction with customers and peers
Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals
Strong leadership abilities and proven success in coaching and mentoring individual contributors
Good knowledge of MICROS applications is beneficial
Past experience offering solutions and process improvement
Availability to work shifts

Infrastructure Operations & Production Support Team Manager Resume Examples & Samples

Manages staff. Provides guidance, training and motivation as necessary to develop staff. Hires, trains, evaluates and counsels personnel. Follows disciplinary procedures per established Vanguard standards as required. Sets performance standards, reviews performance, provides feedback, and recommends wage increases in accordance with Vanguard policies and procedures
Works closely with management to develop and implement staffing and operational plans. Participates in the development of short and long term department goals
Ensures staff complies with IT policies and procedures, especially those for quality and productivity standards that enable them to meet established client service levels. Ensures staff complies with HR and Information security policy and procedures
Ensures post incident review actions are documented and all opportunities for improvement are identified when encountered. Leads quality initiatives to improve the delivery of organizational services
Undergraduate degree in related field or the equivalent combination of training and experience, with graduate degree preferred
Minimum five years of related business experience
Excellent written and oral communication skills, including interviewing and presentation skills
Broad knowledge of the financial services industry
Strong working knowledge of ITIL process framework
Strong working knowledge of multiple IT platforms (i.e. Windows, Linux/Unix, Network, Mainframe)
Strong working knowledge of current versions of the Microsoft Office product suite

Telco Support Team Manager Resume Examples & Samples

Management of a support team focusing on the Telco Support function within the Carrier Management Services team
You will be responsibilie for the management and co-ordination of the Telkom support team who facilitates faults in such a manner that all services delivered to our clients, meet and exceed the service level agreements
Responsible for the creation, formation and growth of the telco support team, fulfilling all the deployment and service delivery requirements to clients. Proactive growth and sustainability of service delivery, interaction with all levels of clients within various segments in the industry
Responsible for team development, soft skills, technical skills and abilities, a good understanding of the latest and most innovative technologies Internet Solutions offers
Effective Cross-functional collaboration with the various lines of business within Internet Solutions and Dimension Data are imperative to improve our service offering
Vendor Relationship Management: As manager you will be required to interact at all levels and build sound relationships with all our Carrier Vendors
The candidate should be mindful of the company targets and how it translates to their individual teams and measure them regularly to ensure continuous growth and service improvement
The successful candidate needs to understand the impact of churn within the company and the impact which the team has on churn
A team manager will be responsible for driving change and innovation in their specific area’s
The team manager is also responsible for the management of operational costs within the team
3-4 years of team leading & management exposure
Relevant Industry degree would be advantageous
Client Service Delivery Services,
Project management, SLA and Escalation management, Staff and HR management. ITIL certified
General computer literacy
A solid understanding of analytics
Ability to analyse & draft processes & procedures

Customer Support Team Manager Resume Examples & Samples

Provide day-to-day outfacing customer support via email and phone on issues ranging from simple to complex
Troubleshoot technical and billing issues for customers
File bug reports and assist in QA process for issues reported by customers
Author website FAQ pages and create how-to guides and videos
Communicate and triage issues with various departments and groups
Run reports about types of issues received
Advocate for new features and provide input on product development based on customer feedback
Work with our customers to ensure their success when using our products and services
Available shifts include early morning hours and weekends
Additional responsibilities as a Team Manager
Provide direct line management and support for the Customer Success Agent group
Coach, groom, and mentor all members of the team
Provide escalated and 3rd tier day-to-day outfacing customer support via email and phone on issues ranging from simple to complex
Complete and submit Weekly Team Report
Approve CSA time and attendance cards and vacation planning
Organize and oversee efforts for new-joining Agents regarding training planning and tasks
Represent Customer Success Agents during Product/Engineering Sync Meeting, with organized collateral for each meeting
Serve as team advisor and coach for additional practical testing, issue reproducing, and results reporting
Facilitate communication between both Customer Success Managers and Customer Success Agents to troubleshoot live issues and events
Oversee and prioritize Zendesk Maintenance (tags, plan types, macros, Knowledge Base, etc)
Oversee SWAT (bug reporting) process including and CSFR (Customer Success Feature Requests)
Min. 3 yrs industry related/techn.support exp
Ability to distill techn. concepts into simple instructions
Exp.using Ustream or comparable video platforms, incl. editing, uploading, tagging and embedding videos
Basic knowledge of video concepts: Encoding, H.264, uploading, frame sizes,bitrates,aspect ratios
Strong techn. understanding of Mac + Windows operating systems incl.: installing software,accessing control panels,network configuration,system profiles,monitoring CPU usage and troubleshooting basic software and web connection issues
Familiar with all major web browsers incl. Internet Explorer,Firefox,Chrome,Safari
Exp. with iOS and/or Android operating systems. Has installed apps and used camera functionalities on phone
Exp. with Excel + Google Docs
Exp. with Zendesk, Salesforce, Zuora, JIRA or comparable platforms
Ability to write out step-by-step guides to walk users through processes

Product Support Team Manager Resume Examples & Samples

Ensure achievement of both team KPI’s as well as overall PS KPI’s
Balance queue and incident management with training and development opportunities for your staff
Ensure compliance on all mandatory SAP and PS processes and training
Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
Provide clear and timely feedback to your employees regarding their performance and development
Handle any personnel conflicts with maturity and fairness
Role model SAP policies and procedures to ensure team members are compliant on PS and SAP processes
Be transparent in your decision making e.g. clear and fair promotion and career progression decisions
Fundamental experience of and success with all key responsibilities of a Leadership Position

Customer Support Team Manager Resume Examples & Samples

Manage team to provide support to clients in a timely, complete and accurate manner according to business requirements
Communicate effectively with other Thomson Reuters teams, globally, sharing knowledge and adopting best practice
Ensure continuous improvement, efficiency and customer satisfaction
Act as an escalation point for all queries addressed to your team
Develop, lead and motivate the team through coaching; influence them to take positive action and accountability for their assigned work
Analysis, evaluation and assessment of team performance
Dealing with clients/stakeholders escalations
Running recruitments
Delegating tasks and setting deadlines

Field Sales Support Team Manager Resume Examples & Samples

Support new business opportunities from the prospect funnel, understanding the size, complexity and challenges presented by some of the largest energy users in the UK
Ensure the tender receipt process is operational and communicated effectively
Motivate, coach and develop the team, initiate staff performance reviews and staff IDPs and promote teamwork
Manage the direct relationship with key buyers and the Field Sales team to ensure that high levels of account management are achieved, including bespoke contract management
Manage and prepare gas and power tenders coming into the Field Sales area
Are educated to a graduate level
Possess basic understanding of the UK gas market
Have previous working experience with a major UK energy supplier
Have comprehensive knowledge of the UK power supply market
Are able to demonstrate a proven track record in administrative support to a sales business
Have line management and leadership skills

Sales Support Team Manager Resume Examples & Samples

The Team Manager is accountable for leading a team of Sales Support Representatives, Print Operations Specialists and Print Implementation Specialists responsible for a portfolio of approximately $33M in annual revenue
Responsible to help deliver the right solutions for the Print & Marketing Account Consultants and their customers to attain sales and margin objectives
Effectively manage a team – recruit, mentor, coach and develop sales support team members to maximize their potential
Monitors associate availability throughout the day to ensure productivity, in order to meet department and company goals
Ensure execution of operational processes and hold team accountable to operational disciplines derived from creating quantitative reports with analysis around metrics such as, various sales reports, SF.com disciplines, Operations metrics, etc
Escalation point for high level customer sales support and implementation requirements
Recognize customer goals and objectives; assist in coaching team to manage and meet customer expectations to ensure attainable project goals, realistic expectations, responsive project support, effective program delivery and a high degree of credibility in the customer-supplier relationships
Review proposals, presentations and pricing; coach team members to ensure the successful closing of opportunities
When needed, attend over-the-phone customer meetings with the highest level decision makers to assist with closing new program business or operational program needs
Minimum of 3 years of successful experience in business to business sales support, project management, Implementation or E-Business
Strong leadership skills able to deliver execution with excellence through managing team for results
Ability to identify, hire and retain qualified sales support professional
Strong ability to build cross functional partnerships
Excellent computer, internet and technology skills with an ability to learn new systems and tools quickly
Ability to gain a high level of professional credibility with internal teams and customers
Strong oral and written communication skills, including presentation skills. Ability to persuade and handle objections
Flexible team player with ability to handle multiple tasks simultaneously; functioning in a fast paced environment under regular time pressures
Proven organizational skills including the ability to meet deadlines, detail orientation with follow-through skills
Understanding of industry equipment, software and web solutions and how they work together
Exceptional interpersonal skills and customer service skills
Ability to work efficiently within a team and independent situations, self-starter, ability to work with little direction

Merrill Edge Gwim Support Team Manager Resume Examples & Samples

Collaborates with other leadership peers to improve processes that impact both the client and FA/CA experience
Ensures complete and efficient FA/client interactions
Monitors call metrics and trends in order to maximize efficiencies, manage risk/minimize exposure, and makes recommendations for improvements
Adjusts rapidly to changing demands and priorities
Builds relationships with the GWIM/Dedicated Market Leadership Team
Reports team related metrics
Consistent top tier performance, with a commitment to an enhanced client-centric service experience
Distinct customer service and relationship building skills
Detail oriented, with good follow-up skills
Strong communications and interpersonal skills and the ability to work in a team environment
Ability to handle and expedite multiple tasks in a dynamic, fast-paced service environment
Knowledge of the BAC, ML integration and platforms (US Trust, BAC, Advisory)

Merrill Edge Field Support Team Manager Resume Examples & Samples

Resolves escalated issues
Partners with the FB FSA Relationship Manager s for the field
Proven ability to coach and motivate others
Must remain current with and comply with regulatory requirements
Passion for excellence and willingness to exceed expectations

Merrill Edge Ongoing Support Team Manager Resume Examples & Samples

Superior client service proficiency including excellent verbal, written and listening skills
Demonstrated ability to make timely and accurate decisions
Excellent organization skills; ability to prioritize and handle multiple tasks
Operational experience with Edge processes, platforms & procedures
Series 7/66, 9/10 Preferred
3-5 years prior leadership/industry experience

Customer Support Team Manager Resume Examples & Samples

Manage a team of customer support professionals across responding to technical queries from Trading, FX and Advisory & Investment Management customers in Greater and China and acting as a point of escalation for your team
Coach team members to deliver industry-leading customer service in line with global customer support guidelines
Maintain and improve the key performance measures of customer support in terms of speed, knowledge and communication
Work with your team to reduce the volume and time of outstanding cases and ensure staff understand and are adhering to process
Proactively contribute ideas to the Financial & Risk Customer Support management team
Recruitment and selection of staff in line with the Customer Support Competency Framework
Complete monthly case evaluations and coaching targets for your team in line with Quality guidelines
Proactively manage performance and coach within the Customer Support Competency Framework. Participate in the performance management & review process facilitating the quarterly, mid-year and annual review process
Create a Learning culture environment through Specialization, by sharing knowledge with Financial & Risk Customer Support as a whole and championing learning initiatives
Drive culture of Customer Advocacy & Feedback ensuring ownership is displayed end to end and resolver groups are hold accountable to deliver great customer experience
University or Master’s degree in related discipline required
Strong understanding of financial services industry as well as financial applications, data and analytics
Strong understanding Thomson Reuters Financial & Risk customers, products, business and service drivers
3-5 years experience successfully managing front-line customer service organizations
Familiarity with Salesforce and Process knowledge
Strong understanding of Customer Experience Management industry practices and principles
Strong understanding of Customer Support industry practices, measurement, drivers and performance improvement strategies

Enterprise Support Team Manager Resume Examples & Samples

Manage all aspects of the Enterprise Support Team, ensuring our customers are provided quality, efficient and timely first and second level support on a 7x24 basis
Provide oversight for the imaging and distribution of all desktop and laptop equipment
Determine the optimal desktop architecture, incorporating technology management tools such as SCCM
Align and prioritize customer support issues
Define and measure goals and objectives to ensure continual improvement of the team
Monitor incident tickets to ensure SLAs are being met
Review incident and service request data in order to improve the operational efficiency of the team
Identify problem trends and initiate technical, procedural and/or training enhancements
Ensure ongoing training for all process and technology areas relative to the team
Work with other IT teams to enhance technology, processes and documentation as necessary
Solid understanding of Incident, Request and Change Management processes
Ability to build relationships and partner with the business
Ability to manage multiple high priority issues and initiatives in a fast paced technical environment
Superb analytical and problem solving skills
Commitment to process improvement and professional growth
Leadership skills and experience managing a team in a technical setting required
Bachelor’s Degree or equivalent combination of education and experience required
Five or more years of related technical experience required
Experience managing a help desk or service desk is preferred
Experience with Cherwell Service Manager a plus

CRM Product Support Team Manager Resume Examples & Samples

Ensure achievement of both team KPI’s as well as overall PS KPI’s
Balance queue and incident management with training and development opportunities for your staff
Ensure compliance on all mandatory SAP and PS processes and training
Ensure development plans are documented in SuccessFactors and regularly reviewed with your team members
Role model SAP policies and procedures to ensure team members are compliant on PS and SAP processes
Be transparent in your decision making e.g. clear and fair promotion and career progression decisions
Advance knowledge of SAP Customer Relationship Management (SAP CRM) from marketing to sales and service, as well as customer interaction channels, such as the interaction center, the Internet, and mobile clients. SAP CRM is part of SAP Business Suite
In-depth knowledge of CRM Interaction Center WebClient, Tech Details of SAP CRM WebUI, CRM Customizing Fundamentals, Business Server Pages ( BSP), ABAP and ABAP OOO, SAP UI5 & SAP Fiori, SAP Cloud Fundamentals
Fundamental experience of and success with all key responsibilities of a Leadership[p position (e.g. technical experience, handling of escalations, etc.)
Working knowledge of the SAP CRM and SAP Master Data Governance (SAP MDG) Product areas
Direct experience delivering domain-specific, out-of-the-box applications as well as a framework for custom-defined master data
In general, 3 + years of experience in SAP environment offering change request-based processing of master data with integrated workflow, staging, approval, activation, and distribution
Possesses relevant experience and has in-depth knowledge of SAP MDG product in the areas of MDG Material, Framework, Business Partner, Smart Business, Consolidation

Area Operations Support Team Manager Resume Examples & Samples

Manage and direct all admin/coordination and supply chain personnel; including hiring, separations, evaluating, training and motivating staff. Ensure that there is adequate staffing to cover the functional areas as well as adequate segregation of duties and internal controls in place
Manage the workflow processes in the individual branch offices to maximize efficiency. Monitor, measure, and seek to improve throughput to ensure maximum productivity, as well as, to ensure the quality of all data/information within the Branch
Supply chain activities: Manage, analyze, and process the timely and cost effective ordering, receipt, stocking, and shipping of branch inventory that will maximize inventory turnover while always meeting customer demand. Maintains the integrity of supply chain functions by training all branch personnel on the required inputs and outputs of the supply chain process. Manage adequate field inventory levels based on national/regional objectives. Ensure compliance to inventory policies/procedures. Resolve escalated issues related to the warehouse, equipment and/or supply inventory
Finance activities: Ensure the integrity of administrative and internal accounting controls; including Sarbanes-Oxley (S-Ox) control points. Ensure the accuracy of Branch originated transactions and effectiveness of Branch transactional processing streams. Track results of key financial and operating indicators for Area. Oversee and assist with the efficient processing of orders, billing, billing adjustments, payroll/job costing, Accounts Payables (AP), Accounts Receivables (AR), collections, cash processing and expenses
HR activities: Manage the coordination of HR processes such as on-boarding and off-boarding of employees, payroll processing, employee HRIM record updating, annual DMV checks, Leave of Absence (LOA)/ Workers Compensation (WC) processes and the maintenance of all confidential personnel records. Ensure compliance with record keeping requirements for affirmative action, OSHA, HIPAA, payroll, etc. Assist Regional HR Team with the roll-out and administration of HR initiatives and programs
Safety activities: Manage and ensure compliance with all corporate regulated safety policies, procedures, and reporting
Fleet program activities: Manage the coordination of the vehicle fleet including reporting, ordering, returning and repairing
Manage office infrastructure (e.g., building, facilities repair and maintenance, phone system, office equipment installation and maintenance, to include copiers, PCs, printers, fax, mail machines, etc.)
Ensure branch compliance around local, state, municipal and/or federal compliance with permitting and licensing regulations
Minimum 3 - 5 years business experience with a diverse background in Finance/Accounting, Human Resources, Operations and /or Administration
Candidate must have 2 to 3 years of supervisory experience
Prefer candidate with a strong background in finance/accounting
Managerial/leadership skills
Strong computer skills - Including knowledge of MS Office environment and internal
Tyco Integrated Security systems (Oracle,Admin,Carms, IBT)

Support Team Manager Resume Examples & Samples

Successful application of leadership best practice
Broad knowledge of training and people development methods and techniques
Basic understanding and application of coaching and motivational theory
Keen understanding and experience of organising team workloads in the context of completing contractual SLA requirements
Experience of working successfully with Service Management Contracts and Service Level Agreements
Understanding of ITIL

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