Customer Leader Resume Sample
Madilyn Torphy
2069 Harvey Cape,
Chicago,
IL
+1 (555) 272 8244
Work Experience
Customer Team Leader
07/2016
-
PRESENT
Dallas, TX
- Define the quality strategy for specific customer portfolio
- Partner with the Operations team to drive fleet improvements (Loss of Production, Unavailability, Trips) and increase customer experience (CX Score)
- Provide leadership to a cross-functional team in Field Services, Repairs, Parts, Engineering and the Global Supply Chain (GSC) driving issue resolution for customer issues in a timely manner and ensuring a satisfactory resolution is presented to the customers
- Lead Quality Management Review for the Service Director fleet
- Support and drive root cause analysis (e.g., RCA, 8D)
- Effectively partner with Customer Service Leaders (CSLs) & Outage Managers (OM) to drive quality field procedures, compliance, and understanding issues identified prior to outage
- Drive outage audits and closure of audit findings
- Ensure Corrective Actions are implemented and leveraged across North America
Customer DBS Leader
08/2011
-
04/2016
Dallas, TX
- In conjunction with the Operational Excellence team, serve as a change agent in institutionalizing Lean Six Sigma methodologies to drive simplification and customer responsiveness
- Develop a Communication and Learning Plan to seek, share, and implement best practices in an effort to drive a learning organization
- Apply Quality Assurance, Quality Control, and Lean Six Sigma methodologies to improve process capability and eliminate defects
- Communicate teams' progress to Business Leaders
- Understand and appropriately converse about current health care trends per company guidance, including: ACOs, PCMHs, HC Reform, Prevention & Wellness, etc
- Identify key customer segments, channels, and opportunities across the eco-system of patient care. Evaluate and prioritize business across many different types of customer segments including: public clinics, private systems, pharmacy, government, VA/military/CBOCs, FQHCs, etc
- Divide a customer base into customer segments and apply the insights to effectively and differentially allocate marketing and field resources that drive execution of sales and marketing plans
- Communicate Merck Vaccine clinical information and Commercial Offers in a way that's meaningful and relevant to each individual customer; customize discussions and client interactions based on understanding of customer's needs
- Engage in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information
Customer Experience Mgt Leader
03/2007
-
07/2011
Chicago, IL
- Act as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers: Managed Care Organization (MCO), employers, state and local policy)/network structure, customer needs and identify business opportunities
- Coordinate with customer team to develop customer strategy - outlining strategy for interactions/ relationship, solutions and potential offerings for customer
- Work with top-class specialists located around the world
- Several education programs
- Various possibilities to growth (IT Specialist & IT Architect certification programs)
- Private medical package and insurance package
- Various discounts for IBM employees
- Cinema & trips for IBMers
Education
University of Sioux Falls
2001 - 2006
Bachelor's Degree in Computer Science
Professional Skills
- Measurement system establishment experience – ability to align organization’s Big Y strategy to leading indicators at customer touch points by region and globally
- Demonstrate best in class skills in account planning, management, and collaboration
- Responsible for reaching goals/objectives with his or her team, actively driving personal development & skills acquisition, coaching as required
- Experience effectively multi-tasking
- Prior experience working in a highly regulated industry or environment where compliance to policies is critical
- Maintain excellent level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying the core values of eBay
- Experience recruiting and retaining talent, as well as implementing appropriate performance management
How to write Customer Leader Resume
Customer Leader role is responsible for organization, software, research, analysis, automation, collaboration, design, retail, finance, training.
To write great resume for customer leader job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Leader Resume
The section contact information is important in your customer leader 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 Customer Leader Resume
The section work experience is an essential part of your customer leader 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 customer leader responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular customer leader position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Leader resume experience can include:
- Communication of Customer Priorities: Responsible for communicating to ASM and its clients the customer’s priorities and initiatives resulting in increased penetration. Conducts internal team meetings on a regular basis with updates as well routine communication with ASM’s clients
- Solid persuasive communication skills with the ability to effectively interact with all levels of the organization
- Possess strong leadership skills with experience leading teams through change in a fast-paced environment
- Excellent communication and influence skills at all levels of the organization and sccross the globe back to BIU’s
- Strong communication and collaboration skills across geographies/functional areas are necessary
- Representatives and effectively developing and resourcing his/her customer team to address customer needs
Education on a Customer Leader Resume
Make sure to make education a priority on your customer leader resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer leader 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 Customer Leader Resume
When listing skills on your customer leader 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 customer leader skills:
- Is able to prioritise actions, mobilise and orchestrate resources to get things done timely and effectively
- Experience with Dollar General and / or Dollar channel experience
- Prior experience developing and executing plans for engaging customers and meeting customer needs
- Experience working in relevant functional areas such as: operations, training, marketing, medical affairs, and account management
- Strong understanding of compliance-related concepts including the laws and regulations that govern Pharmaceutical/Vaccine Marketing and Sales activities
- Demonstrable experience of managing multiple workflows to a set of targeted KPI’s
List of Typical Experience For a Customer Leader Resume
1
Experience For Customer Team Leader Resume
- Management of direct reports within channel aligned team structure to deliver customer service vision of best in class customer experience
- Coaching representatives, overseeing training, and completing people management processes for Customer
- Leading the team to deliver their GPS commitments through disciplined periodic 1-2-1s, daily and weekly team huddles, and periodic team meetings
- Support of the concessions process ensuring customer service representatives are engaged and operating within the process
- Actively develops, enhances and applies a deep understanding of
- Knowledge/understanding of technical systems related to operation of Customer Contact
- Lead team efforts to "tell the story" with customer data rather than just reporting numbers
- Leverage data visualization tools such as Tableau to help internal customers interact with customer insights data in new ways
2
Experience For Customer DBS Leader Resume
- Strong programming, database, and data software skills required, preferably with Tableau, Excel, Access, SQL, Python, statistical analysis software (e.g. SAS, SPSS), marketing automation tools (e.g. Eloqua, MailChimp), market research tools (e.g. Qualtrics, OdinText) and creative suites (Adobe Illustrator, InDesign)
- Proactive and self-motivated with a sense of curiosity and urgency
- Green Belt, Black Belt or Master Belt certification required
- Coach and develop your team to ensure they’re the highest performers across all KPIs in order to showcase what optimum performance looks like
- The ability to develop interfaces and manage relationships with key internal and external stakeholders at senior manager level
- Focus: Bring like minds working together, encouraging teams to push each other’s boundaries while focusing on the task at hand. Working closely with the Technical Centre of Excellence to drive research on certain capabilities
- Drive further improvements and efficiencies within GSK’s Supply Chain by leading or participating in initiatives using Accelerated Delivery and Performance (ADP)
3
Experience For Team Leader Customer Experience Resume
- Coordinate and communicate CPFR / Customer Service shipment projections to Demand Planning and Finance Leaders for the purpose of delivering GSK’s financial goals on a Quarterly and Year End basis
- Experience in compiling, analyzing, visualizing data for decision support purposes at all levels within a business
- Provide timely market share and market analytics for all Thermo King North America markets including Truck, Trailer, Bus and Auxiliary Power Units
- Foster Enthusiasm and Teamwork
- Together with the product leaders identify, prioritise & execute voice of customer, voice of channel, and market studies using both qualitative and quantitative methods
- Work very closely with the product leaders to identify growth markets, growth opportunities and strategies
- To oversee and ensure optimisation of the end to end order capture process
4
Experience For Customer Experience Mgt Leader Resume
- Leading full review of customer service reporting and cost to serve analysis with Customer Service -Analyst, driving development and execution of action plans with the customer service representatives to deliver customer service target alongside zero loss savings for channel
- Development of documentation of full SOP and creation of customer service team training plans
- Drive ongoing training plans, continuous review and maintenance of SOPs and adherence to process, ensuring consistent ways of working within clearly outlined processes
- Escalation point for customer and cross functional queries
- Aligned channel point of contact for COMs/CLM
- Ensure all failures and shortages are investigated, communicated and relevant action plans executed to resolve issues and drive customer service
- Work cross functionally with collaboration and forecast managers, deployment, transport providers, optimisation team and network execution to ensure best in class customer service in the most efficient way
5
Experience For Vaccine Key Customer Leader Resume
- FMCG business experience
- Ensure optimal use of systems SAP, CMS (telephone query line) and customer service reporting
- Management of the allocation process
- Review Customer Service “Pulse” survey results (combined with AGS feedback), driving execution of action plans towards our goal to be the most valued by our customers and partners
- Green Belt, Black Belt or Master Belt certification recommended
- Microsoft Office Applications, Word, Excel, PowerPoint, Publisher MS Project
6
Experience For Customer Excellence Operations Leader Resume
- (25%) Travel overnight)
- (ADD % travel)
- (50 %) Travel
List of Typical Skills For a Customer Leader Resume
1
Skills For Customer Team Leader Resume
- Excellent problem solving skills and managing multiple projects concurrently
- Owning and designing the target customer experience for simultaneous campaigns to drive customer acquisition, activation and engagement
- Marketing analytics, segmentation, and data visualization experience
- Relevant experience is required Key Competencies
- Experience (in Procurement, Services, Methods,
- Experience in a strategic or management role in Public Health or Health System/Medical Group
- Creating compelling and commercially viable solutions and campaigns that support the appropriate market verticals and overarching mobile payment strategy
- Maintaining and improving the relationships between R&D and Qlik’s Customer Success Organization to address customer feedback
2
Skills For Customer DBS Leader Resume
- Developing process improvements for Quality Engineering for test escapes into the field; and
- Tracking and oversight of related improvement project and/or activity actions
- Delivering required DBS certification training
- Issuing RMA’s for product failure following the company’s guidelines for warranty/non-warranty repairs
- Responsible for managing the team’s performance by ensuring that departmental objectives
3
Skills For Team Leader Customer Experience Resume
- Creation of plans focused on promoting and implementing process improvement
- Maintain ongoing retail awareness and competitive in-market activity through frequent contact and trips covering each customer in major markets nationally
- Problem Solving Process (5 Why’s, Six Sigma, Fault Trees, Process Mapping, etc)
- Is motivated and driven by seeing others learn, develop, and advance within the company
- Collection and presentations of data from gemba, charting of data and use in root cause analysis
- Knowledge and understanding of Dollar General’s Strategies and Initiatives
- Use business analytical tools to identify and create optimized process improvement programs for any recurring bottlenecks in the EIS Customer readiness process
- Develop creative business solutions to mitigate recurring, or anticipated, cross airline EIS risk
4
Skills For Customer Experience Mgt Leader Resume
- Administer disciplinary actions according to HR policies. Notify senior management and Human Resources of any issues of concern
- Actively develops, enhances and applies a deep understanding of assigned customers, the local market healthcare / vaccination ecosystem, and ensuing interplay and translates into potential business opportunities
- Account interactions include, but are not limited to, key decision makers in the following functional areas: Medical / Clinical, Pharmacy, Quality, Medical Information/IT, Procurement, Finance
- Serves as the state point person for Public Sector, VA and Military customer issues and opportunities related to vaccines; responsible for ensuring Merck vaccines are represented on assigned State/City VFC, VA and Military formularies
- Works collaboratively with the other Merck personnel to appropriately address customer needs and ensure that Merck delivers on its objective of becoming a trusted resource in demonstrating value and improving patient health outcomes
- Demonstrates commitment to compliance through understanding of regulations and policies that govern customer interactions and consistent focus on ensuring compliance with them
- Customer solutions for profitable sales growth for products/assortment, placement and everyday shelving and merchandising, pricing, promotion and seasonal merchandising are created and executed to achieve customer objectives, category leadership and company objectives
- Be a self-motivated, high-energy professional who has a can-do attitude and a passion for putting patients first
- Oversee all Customer daily activities to ensure consistent operational execution and follow through on plans
5
Skills For Vaccine Key Customer Leader Resume
- Manage customer trade funds that complies with internal and external requirements
- Be a creative and innovative thinker who can communicate with courage and candor
- Organizes and analyzes complex information and data to identify possible solutions and weigh the value of each
- Inspires Oncology Specialty Representatives (OSR) to continuously direct their energy towards strategic team goals and objectives
- Has the ability to identify areas of strategic alignment with key internal and external stakeholders to meet business objectives
6
Skills For Customer Excellence Operations Leader Resume
- Provides frequent, consistent, and specific feedback that helps employees understand their strengths and development opportunities, and improve their performance
- Ability and willingness to travel 30% of the time, as required (typically more during the spring and fall outage seasons and less during the summer and winter)
- Measurement system establishment experience – ability to align organization’s Big Y strategy to leading indicators at customer touch points by region, globally
- Even though the incumbent is focused on their specific customer’s business, they also understand the impact of their decisions to the total Division’s business
- Developing and maintaining relationships/partnerships with team members, customers, suppliers and critical stakeholders for the specific purpose of driving continuous improvement
7
Skills For Customer Improvement Team Leader Resume
- Analyzing problematic situations and facilitating customer groups to correct root causes and drive countermeasure adoption
- Engaging and coaching customers and associates on the correct use of improvement tools
- Kaizen facilitation and driving of customer teams to get results
- Related presentation development and delivery
- Instruction of continuous improvement methodologies
- Develop methodology to enable early detection of individual airline EIS risk
8
Skills For R&D Customer First Leader Resume
- Analyze feedback from process stakeholders to strategically improve Service Readiness Review and other engine program EIS readiness processes for the three future PurePower aircraft application service launches
- Create a great place to work for the team - leading, motivating & developing team members
- Assess key business metrics and situations from a “general manager’s” point of view
- Participate in the interview and selection process for new hires within areas of responsibility and centre wide as required
- Can-do action oriented individual, results oriented and gets closure on issues
- Recent Local Market and Customer Knowledge
- At least five (5) years’ experience in Sales leadership, Key Account Management / Client Service Management, Marketing, and/or Strategy preferably in the Healthcare industry
9
Skills For Customer Experience Leader Multi Resume
- At least two (2) years’ experience working in Sales leadership or Strategic Account Management with key thought leaders or high influence customers in Public Health, Large Group Practices, Hospitals/Systems, or Managed Care Organizations
- Demonstrated success in establishing, developing and maintaining relationships
- Support internal RMA team during peak times or during absences to ensure daily metrics and KPI’s are being maintained
- Travel; at least 25% overnight
- Possess strong interpersonal and leadership qualities with demonstrated success in establishing and maintaining relationships in an academic or professional setting
- Ensuring we have a firm understanding of our customer’s needs, drivers, market trends both geographically and vertically to drive innovation and increase customer value, resulting in higher market share
10
Skills For Global Customer Excellence Initiatives Leader Resume
- Ensure all works is conducted under properly documented authority (e.g.
- Provide leadership to a cross-functional team in Field Services, Repairs, Parts, Engineering and the Global Supply Chain (GSC) to execute the establishment and measurement of customer facing metrics … Big Y’s (availability and reliability), escaping defects, CoQ/CoPQ, TRS, NPS/Customer Experience, and implementation of the QMS/APQP
- Implement a point of use, ease of use, defect capture system that aligns to the customer facing metricsConstantly seek, share, and implement best practicesApply Lean Six Sigma tools to improve process capability and eliminate defects
- Communicate teams’ progress to Business Leaders
- Act as single point of contact for service executions, ensuring customer’s ongoing satisfaction; including gathering client VOC and funneling to appropriate internal teams
- Insure completion of all field modifications instructions (FMI’s) and Preventive maintenances(PM’s) within prescribed timeframe
- Create a stimulus for new thinking by showcasing 3DP solutions through, hands-on demonstrations, detailed case-studies, facilitated workshops and training sessions, tailored to our customers’ priorities
- Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users, regarding pertinent CIC activities
- Acts as the MV market-based account leader for the local private and public healthcare ecosystem; continuously identifies emerging healthcare trends, impacts to market and customers, and enhances organizational learning
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