Community Operations Resume Sample
Glenna O'Kon
9988 Alexandria Glens,
Phoenix,
AZ
+1 (555) 687 1374
Work Experience
Community Operations Manager
09/2017
-
PRESENT
Dallas, TX
- Use and learn tools like SQL and Excel to drive analytics and reporting
- Maintain a customer focused discipline throughout execution of daily responsibilities
- Perform weekly pipeline reviews with all community members, side by side observations and daily huddles to ensure all team members are performing at their highest potential
- Deliver consistent training throughout the team to continue to increase knowledge and overall productivity of team
- Ensure Service Level Agreements and/or standard work flows are consistently used by respective team
- Respond to and resolve all escalated issued raised by internal and external customers ensuring processes are in place to mitigate future escalations and potential risk
- Build strong relationships across all segments of Retail Lending, requiring team members to collaborate and building strong working relationships to meet business unit goals
Content Writer, Community Operations
03/2013
-
06/2017
Houston, TX
- Ensure that team members are responding appropriately to client needs
- Recommend improvements to policies, procedures and technology as needed to ensure an effective and competitive operating environment
- Explain complicated product and policy concepts in simple, jargon-free language using Facebook’s voice
- Leverage data to improve Facebook’s support experiences and troubleshoot known issues
- Professional writing experience
- Deep understanding of Facebook with a passion for improving people’s experience on the site
- Comfort editing the writing of others and receiving frequent feedback on your own writing
- Experience defining, tracking, and reporting on metrics on the effectiveness of content
Community Operations Coordinator
11/2008
-
02/2013
Philadelphia, PA
- Interest or proficiency in data-driven analysis
- Experience in one or more of these areas: help and support content, database querying, defining CMS requirements, content management workflows, editorial quality assurance, online operations at a tech company
- Flexibility, a strong work ethic and a good sense of humor are also essential
- Review and remove content that violates our Statement of Rights and Responsibilities
- Develop new team techniques and strategies that increase efficiency and deliver better user experience, using sound analysis and impact metrics to support your positions
- Strong bias for action and ability to juggle multiple priorities in a fast-paced, dynamic environment
- Intellectual curiosity, initiative, and capacity to thrive when faced with ambiguous problems
Education
Arkansas Tech University
2004 - 2008
Bachelor's Degree in Computer Science
Professional Skills
- Writing skills: Impeccable verbal and written skills
- Presentations skills:Experience in creating presentations and detailed playbooks/ docs for surfacing fraud intel
- Stakeholder Management: Strong stakeholder management skills for responding to escalations
- Excellent leadership skills and customer service orientation
- Proven business leader with 10+ years of experience running business units and scaling support organizations
- Own rider and driver partner experiences by identifying and eliminating defects that detract from our community's experience
- Advanced Excel skills including pivot tables, graphing and other advanced functions
How to write Community Operations Resume
Community Operations role is responsible for organizational, excel, advanced, pressure, english, finance, retail, training, database, recruiting.
To write great resume for community operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Community Operations Resume
The section contact information is important in your community operations resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Community Operations Resume
The section work experience is an essential part of your community operations resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous community operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular community operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Community Operations resume experience can include:
- Expert Audio/Video/Graphic production skills: DSLR camera’s, Sound recording, editing & mixing, Adobe Photoshop, Final Cut Pro
- Demonstrated experience influencing across functional boundaries
- Avid Facebook or Instagram user, a passion for the product and ensuring a good user experience
- Experience working with Adobe Experience Manager
- Have a strong solutions focus and be comfortable working in an environment which demands strong deliverables
- Extraordinary writing and verbal communication skills
Education on a Community Operations Resume
Make sure to make education a priority on your community operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your community operations experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Community Operations Resume
When listing skills on your community operations resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical community operations skills:
- Tools experience: Good experience in using tools such as sherlock, sentinel, chronicle, querybuilder, ugraph
- Advanced Excel skills including pivot tables, graphing and general advanced functions would be an advantage
- Great writing and verbal communication skills
- Strong people management experience, including the ability to coach and develop staff
- Negotiation skills allowing to support specialists in partner negotiations
- Depth of experience & cultural understanding within APAC countries. In particular, experience across SE-Asia, Australia, S.Korea and Japan
List of Typical Experience For a Community Operations Resume
1
Experience For Community Operations Manager Resume
- Demonstrated experience in using data to get to outcomes
- Experience as a project manager, with the ability to work through ambiguity and manage competing priorities
- Experience in managing teams, hiring and developing people
- Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
- Ourcing experience within a search firm or in-house recruiting team is ideal
- Work cross functionality with Ops, Marketing, Product, Engineering to improve user experience
- Experience in a marketing or operations analytic role, ideally at an e-commerce or marketplace company
2
Experience For Community Operations Specialist Resume
- Advanced experience with languages used for querying (ie. SQL, Hive)
- Experience with Learning Management Software and/or Content Management Software
- Experience in project management and working with multiple stakeholders
- Prior professional with social media, marketing, process optimization, systematic organization, program/project management
- Ensure the interface with our engineering and operation teams to improve internal tools and user experience
- Drive analysis on projects/experiments and use that to inform important strategic decisions improving the support experience for drivers and riders
3
Experience For Content Writer, Community Operations Resume
- 6+ months experience working with data
- 6+ months experience working with SQL
- Writing experience
- Ensure the interface with our engineering and operation teams is enabled to improve internal tools and user experience
- Work with team members at all levels to provide world-class learning experiences for them
- Leading operational excellence projects
- Working with adult learning content (specifically eLearning & interactive curriculum design) or knowledge management systems
- Working with adult learning content -- specifically eLearning & interactive curriculum design -- or knowledge management systems
4
Experience For Regional Community Operations Specialist Resume
- Contribute to the company wide thinking process around support scaling
- Track training compliance of all CSR’s for ad hoc training modules
- Work in a high-volume and extremely fast-paced service-industry or customer support environment, including 2+ years of leading large teams
- Build, maintain, and communicate reporting models to inform decision making on operations, processes, policies in CIS region
- Make support more efficient through creating new efficient, user centric support processes from scratch and optimizing current ones based on data
- Pull and build reports reflecting the completion and compliance of training to share with key stakeholders
- Monitor the Learning team’s JIRA account and assist in resolving LMS related support issues for our user base
- Analytical thinker who can break down problems using data and technology independently with little direction
5
Experience For Community Operations Coordinator Resume
- Broad understanding of FB community standards and policies
- Ask and answer strategic and tactical questions about community safety, comprising trends, risks, and project direction
- Transform our current support systems into something that drives immense value for the company
- Responsible for identifying trends within your team’s’ performance as well as overall support trends
- Basic understanding of Instructional Design principles: ADDIE Model, Bloom’s Taxonomy, Malcolm Knowles, etc
- Develop email, blog, in-app and social copy while upholding Uber’s unique brand voice and editorial guidelines
- Be an escalation point for more difficult support cases. Spot when something isn’t right and liaise with Ops and Product team to solve the user issues
- Perform thorough review of applications and supporting documentation
- Compile a list of missing documents and draft 10-Day Letter
6
Experience For Community Operations Coordinator, / RHS Resume
- Tax transcripts, VOE, Home Insurance, and Payoff Letter (when directed by the Processor).Gather customer trailing documents for Processor
- Create, maintain, and communicate detailed reporting models to assist global and regional operations managers
- Be responsible for identifying trends within your team's' performance as well as overall support trends
- Ground floor opportunity. Help build the global infrastructure of one of the fastest growing firms in the world
- Be a passionate advocate for users, partner-drivers and partner restaurants while answering any questions that come your way
- Create and develop the relationship with the team leaders of our existing support locations to drive quality and efficiency metrics
7
Experience For VP, Community Operations Resume
- Develop trainings materials for local support based on global standards and assist in the creation of translated eLearning course content
- Collaborate with cross functionally to reinforce completion of training (at regional, and global level)
- Build professional, repeatable processes and standards to scale learning operations
- Collaborate with other stakeholders to drive positive learning changes for CommOps employees and agents
- Maintain high levels of confidentiality while performing investigations
- Create regional or city-specific support resources for team members to use when resolving rider and driver partner issues
- Creative and proactive. Thinking about a bigger picture and how we can improve as a company comes naturally
- Build tools for the APAC learning team to help them leverage all of Uber’s data
- Proactively develop new KPIs/metrics to identify trends across APAC learning
8
Experience For Community Operations Support Specialist Resume
- Use proactive tools (such as bouncer) is desirable
- Regularly review and remove content that violates our Statement of Rights and Responsibilities
- Build and maintain basic data pipelines that support team projects and team goals
- Fluency in written and conversational Tamil is essential
- Min. 3+ years Operations experience in global environment with deep expertise in process management and Operations, previous experience in leading OPS teams is of benefit, e.g. in outsourced environment
9
Experience For Community Operations Program Manager Resume
- Min. 3+ years Operations experience in global environment with process management and Operations, previous experience in leading OPS teams is of benefit, e.g. in outsourced environment
- High energy, fantastic communication skills and hustle
- Demonstrated Data/Analytics experience; Excel / Google Sheets proficiency
- Proven track record as a great cross-functional business partner and ability to work within a matrix
- Proven track record as a great cross-functional business partner and ability to manage within a matrix
10
Experience For Instructional Designer, Community Operations Resume
- Skilled in the creation of Keynote or Powerpoint presentations which are targeted to the audience, clearly convey information and look sharp and professional
- Experience in online/community operations at a tech company
- Work with web team for website updates, execute changes as needed through Adobe Experience Manager
- Work cross-functionally and develop strong working relationships across teams
- Experience working with SalesForce, MailChimp, SurveyMonkey and/or other CRM tools
- Strong knowledge of Microsoft Office, specifically Excel, Powerpoint and Outlook
- Professional experience in analytics, project management or inside sales fields
- Role requires directionally 10% international travel
- Lead through vision and values and inspire and motivate large teams
List of Typical Skills For a Community Operations Resume
1
Skills For Community Operations Manager Resume
- Strong analytical and quantitative skills, keen interest in IT systems
- High quality English and Vietnamese communication skills
- High quality communication skills
- High quality English and Cantonese communication skills
- Excel skills: Basic google sheet knowledge is required with the ability to use pivot tables etc
2
Skills For Community Operations Specialist Resume
- Five years demonstrated industry or equivalent experience
- Autonomous execution skills with end-to-end focus
- Experience driving operations or marketing programs, ideally with a focus on acquiring and activating consumers in an eCommerce environment
- Experience in reporting, metric analytics, call routing, call recording
- Call flow scripting including experience optimizing call flows
3
Skills For Content Writer, Community Operations Resume
- Passion for helping others and creating support experiences that exceed users’ expectations
- Passion for helping others and creating customer support experiences that exceed users’ expectations
- Project Management - experience in owning a project and managing from start to finish
- Proven track record of delivering portfolio of projects of significant scope working with cross-functional partners on time, on budget to superior standards
- Deep experience combining data-driven analytical rigor with strategic thinking
- Experience in data visualization and using reporting tools such as Tableau
- Experience leading complex organization and managing people managers
4
Skills For Regional Community Operations Specialist Resume
- 6+ months of development experience in at least one scripting language (PHP, Python, Perl, Unix Shell Scripting) required
- Experience in troubleshooting SIP issues and protocols around SIP, SS7, RTP, TCP/IP, NAT, scripting etc
- Experience with scripting languages (Unix Shell Scripting, Python)
- Experience working in marketing operations
- Passion for creating support experiences that exceed users’ expectations
- A change leader; demonstrated success in leading change across large groups of people
- Prioritize complete applications to ensure efficient handling. Perform other administrative tasks as needed
- Leadership experience in Operations, Project Management, or Consulting
5
Skills For Community Operations Coordinator Resume
- People management experience in leading high caliber teams
- Professional writing experience
- Programming experience (e.g. PHP, Java, SQL)
- Analytical work experience, preferably in a global or regional function
- Drive continuous process improvement to deliver a consistent world-class experience
6
Skills For Community Operations Coordinator, / RHS Resume
- Professional experience, preferably in a customer service, customer relations, PR, environments
- Demonstrated exceptional ability to operational excellence in a service industry
- Demonstrated ability to manage vendors and contractors to ensure delivery of quality product/service
- ) of academic or professional experience with a relevant programming and/or scripting language (SQL, PHP, Python, Perl, etc.)
- Experience independently partnering with senior leadership on hiring initiatives
- Demonstrated ability to perform well in a rapidly changing and extremely global team
- Strong understanding of the CO tools and operational processes
- Full cycle recruiting experience, ideally for a diversity of business roles
- ) of work experience in a role involving strategic and/or analytical initiatives
7
Skills For VP, Community Operations Resume
- Professional experience, with a focus on strategic/analytical initiatives
- Demonstrated management ability across diverse functions (direct reports, cross functional relationships, 3rd party vendors. etc.)
- Experience in a support role is desirable
- Good eye for multilingual talent with ability to quickly screen resumes to identify fit
- Strategic and visionary thinker with a proven ability to identify strategic opportunities and drive operational improvements
- Work experience with data sets
- Leverage data to improve Oculus’ support experiences and troubleshoot known issues
- Experience in the engineering, programming, and operations of voice networks for a global, multi site corporation
8
Skills For Community Operations Support Specialist Resume
- Experience with voice cloud call center technologies such as LiveOps, Genesys, Avaya,Twilio etc
- Experience with global call centers greater than 1,000 agents
- Analysing business data and making recommendations on same
- Ensuring user data for your region is accurate and comprehensive and partnering cross functionally with different teams to correct data inaccuracies
- Optimising processes and policies
- Maintaining high levels of confidentiality across different teams
- Forecasting:Work with cross functional teams to forecast volumes for BPO and COE
- Willing to work on weekends and take on-call responsibilities when required
- Work with global Learning team to regionalize eLearning courses in eLearning software and upload to learning management system
9
Skills For Community Operations Program Manager Resume
- Be tasked with scaling support in an innovative way at a company that's growing rapidly and changing constantly
- Guide, motivate, and develop a high performing group of COE CSRs within a time-sensitive and demanding environment to deliver on operational KPIs
- Review data models, queries, and ad hoc data analysis to keep our learning operations running at full speed
- We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
- Make a difference. We’re not just another social web app: we’re moving real people/ assets and changing transportation for the future
- Analytical ability allowing for heavy use of data in making program related decisions
10
Skills For Instructional Designer, Community Operations Resume
- Passion for emerging technology and technical troubleshooting
- Self-starting, intellectually curious and creative individual with a passion for solving difficult problems and comfort with ambiguity
- Coordinates with Front Office team to ensure a high functioning front office including work to
- Maintain ongoing program tracking documents
- Be an expert on enforcing Facebook/Instagram Community standards and policies including some basic compliance policies
- Be a passionate advocate for all riders and driver partners and answer any questions that come your way in an exciting, fast moving environment
- Take ownership of escalated requests, challenging yourself to solve the most complicated and interesting problems our users face
List of Typical Responsibilities For a Community Operations Resume
1
Responsibilities For Community Operations Manager Resume
- 6+ months of work experience in consulting, tech, project management or an operational capacity
- Demonstrated Data/Analytics ; Excel proficiency
- Identify broken policies and create new processes and tools to improve customer experience
- Provide world class customer service experience to riders and driver partners via email, phone and the Uber app
- Practice empathy to frustrated users and turn around their negative experiences into positive ones. #CustomerObsession
2
Responsibilities For Community Operations Specialist Resume
- Demonstrated ability to utilize technology and computer systems
- Scale online and/or offline support in an innovative way at a company that’s growing like crazy and changing constantly
- Investigate both sides of incidents, verifying facts, and figuring out resolutions based on internal policies
- Explain complicated product and policy concepts in simple, jargon-free language using Oculus’ voice
- Build front-end interfaces, underlying systems and APIs across a number of high-level languages such as PHP, JavaScript and Python
3
Responsibilities For Content Writer, Community Operations Resume
- Collaborate with internal and external partners in product, engineering, content strategy and video production to create content for launches and new features
- Plan, write, edit, test and improve content including video tutorials, FAQ articles, and community support responses
- Support on-going platform development and best practices for Community Database via Salesforce
- Facilitate payment process with GoPro Finance and Accounting department
- Fulfill global product requests and shipping for 9+ regions
- Be accountable hands on management during critically escalated rider or driver issues
- Elevated understanding of the sales and service side of the business
- Make independent decisions while complying with company standards
- Scale: Build, maintain, and communicate detailed reporting models to assist community operations expansion efforts, and make data driven decision
4
Responsibilities For Regional Community Operations Specialist Resume
- High EQ and passion to change the world and make a difference
- Basic knowledge in strategic, economic, and financial analysis frameworks and models
- Highly evolved Project management capabilities to run multiple projects simultaneously
- Experience in one or more of these areas: help and support content database querying, defining CMS requirements, content management workflows, editorial quality assurance, online operations at a tech company
- Design, develop and improve the tools and systems that support thousands of employees on Facebook’s Community Operations team
- In depth knowledge about any/all kinds of Self Injury Prevention
5
Responsibilities For Community Operations Coordinator Resume
- Identify opportunities and develop strategic approaches to deliver on them
- Ask the right business questions, leverage data to provide insights about user behaviour and patterns to inform business decisions
- Thrive in a dynamic and fast-paced operational environment, to drive change and to collaborate effectively with a variety of individuals and organizations
- Experience in understanding global telecom networks and region specific nuances and advanced experience with telecom carrier services; ordering, installation and troubleshooting
- Deep understanding of Jive’s enterprise community software
- Ensure data integrity within Facebook’s Applicant Tracking System
- ) experience in one or more of these areas: help and support content, database querying, defining CMS requirements, content management workflows, editorial quality assurance, or online operations at a tech company
- Formulates and maintains systems and processes for campus operations
- Provides logistical support for all major student assessments
6
Responsibilities For Community Operations Coordinator, / RHS Resume
- Serves as the campus liaison with district food services personnel and processes
- Manage incentive operations as it relates to eComm, payments, and stoke
- Obtain all necessary documentation and details to fulfill GoPro Awards payments
- Internal point of contact for all Community Platform Operations
- Troubleshoot payment issues and relay payment status to users
7
Responsibilities For VP, Community Operations Resume
- Document payment status and communication between GoPro and user within Salesforce
- Develop internal presentations and reference documents for assigned projects, including but not limited to Process Documents, Monthly Data and Analytics, Budget tracking
- Work cross-functionally to ensure all departments receive necessary information for various production and programming needs
- Background in marketing, communications, entertainment/media
- Project management, multi-tasking and extreme attention to detail
- Problem solver, ability to think out of the box to resolve new challenges
8
Responsibilities For Community Operations Support Specialist Resume
- Familiarity with the GoPro brand and style
- Impeccable attention to detail, metrics and data – driven, passion for processes and systems
- Embrace constant change
- Comfortable with high volume workload and not be afraid to “roll up your sleeves”
- Listen attentively to the voice of Uber’s community and provide feedback to the rest of the company
- Be a Subject-Matter Expert (SME) on your team’s processes and policies
- Fluent French and English speaker (verbal and written)
- Work experience in a high-volume and extremely fast-paced service-industry or customer support environment, including 2+ years of leading large teams
9
Responsibilities For Community Operations Program Manager Resume
- Design and build a scalable multi-country operations support across MEA
- Work closely with our regional city teams to best localize support and improve CSAT and with our HQ and other regional hubs to optimize and streamline processes
- Designing adult learning content -- specifically eLearning & interactive curriculum design
- Help scale our other cities through developing and sharing best support practices
- Optimize support agent efficiency through innovent ticket-solving processes
- Be a passionate advocate for riders and drivers while answering any questions that come your way. Listen attentively to the voice of Uber’s community and provide feedback to the rest of the company
- Dive deep into the performance numbers, perform gap analysis and take data-driven actions to increase the quality and the reactivity of our Community Service
- Create new efficient, user centric support processes from scratch and optimize current ones based on data
10
Responsibilities For Instructional Designer, Community Operations Resume
- Create great, easy to understand help content to make it easy for users to find correct information in the right place at the right time
- Be an expert on rider and driver support. Create internal help and training materials for support teams working for CIS countries (Ukraine, Belarus, Kazakhstan, Azerbaijan) with troubleshooting help
- Prior professional experience with optimisation, processes, systematic organisation, program/project management
- Exceptional Excel/ data management skills
- Native Korean Fluency and excellent English Communication
- Previous managerial or project lead experience
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