Customer Officer Resume Sample
Anita Gutmann
96437 Russ Gateway,
Los Angeles,
CA
+1 (555) 188 2383
Work Experience
Senior Customer Complaints Officer Pensions
12/2017
-
PRESENT
Chicago, IL
- Handle customer’s incoming calls as one servicing contact unit including general inquiries, statement and non statement related inquiries, Card member maintenance , Membership Rewards , Card acquisition , marketing programs , Merchant Services related inquiries , Risk Management related matters, disputed charges, applications as well as overseas Card members
- Perform cross selling (CFS ) as per department guidelines
- Make appropriate financial adjustments and maintain Card member contact history
- Make appropriate maintenance on Card member account as per requested
- Voice customer feedback
- Special and new assignment as and when needed
- Servicing and sale targets and department working condition applied
- Define a globally common Complaint Management framework; Define common compliant categories and taxonomy and establish globally consistent escalation hierarchy and processes
Customer Experience Officer
04/2011
-
11/2017
Chicago, IL
- Formalize the complaint handling processes and practices across functional groups and design, develop and rollout a comprehensive complaint tracking tool
- Create and implement a governance model for policies and standards for complaint management; Chair Complaints Advisory Committee and partner with NA and CE leads in this area
- Provide inputs for signature journeys and act as a feedback loop; Create long-term model for continuous improvement and emerging trends
- Build and manage relationships with key stakeholders, organizations and business heads. Manage senior stakeholder relationships and own executive communications and reporting. Collaborate with Senior Management on cross functional areas and other projects, as appropriate
- Manage a team of people and provide guidance on day to day activities and long term development
- Anticipates customer’s needs and responds quickly and accurately in a professional manner
- Provide ‘world-class’ service excellence to Citi clients by offering consistent telephone banking experience
- Attend to in-bound and out-bound phone enquiries on customer service requests
- Manage and respond to 1st level customer complaints within the time frame stipulated with set service level and ensure follow-up
Customer Complaints Officer
09/2006
-
02/2011
Boston, MA
- Manage daily warranty registration
- Any other ad-hoc responsibility and projects to assist the Customer Service Department
- Ensure work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
- Handling incoming calls and enquiries from customers with demonstration of excellent customer service skills to meet and exceed customers’ expectations
- Good verbal and written communication in English and a 2nd language
- Regular checks of Officer ID and Licences / LDN No’s and report any absence to MDO and/or Operations Deployment Manager
- Customer orientated with good interpersonal and communication skills
- Passionate and enthusiastic about customer service
Education
Averett University
2002 - 2006
Master's Degree in Biology
Professional Skills
- Able to demonstrate customer care skills whilst being assertive when necessary
- Excellent communication skills especially verbal
- Strong IT and data management skills
- Excellent communication skills in the English language, both verbal and written, and a second language.
- Leadership and management skills to effectively motivate and guide staff to achieve specified performance target defined in Digital Ops organisation
- Good interpersonal and excellent communication skills
- Strong planning & organisational skills - ability to work to targets and deadlines
How to write Customer Officer Resume
Customer Officer role is responsible for interpersonal, customer, digital, techniques, listening, excel, compensation, finance, credit, training.
To write great resume for customer officer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Officer Resume
The section contact information is important in your customer officer 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 Officer Resume
The section work experience is an essential part of your customer officer 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 officer 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 officer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Officer resume experience can include:
- Being personally effective at building the business, deepening relationships and effectively executing the sales process
- Pleasant, good communication and interpersonal skills
- Good interpersonal & analytical skills
- Good IT skills and knowledge of Excel and Word
- High level of listeningand comprehension skills and utilizes appropriate questioning techniques
- Good interpersonal, communication and coordination skill
Education on a Customer Officer Resume
Make sure to make education a priority on your customer officer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer officer 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 Officer Resume
When listing skills on your customer officer 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 officer skills:
- Superior verbal and written communication skills in both French and Engish; with particular emphasis on telephone sales skills
- Customer-oriented with good interpersonal and communication skills (oral and written)
- Work experience with proven record of performance achievement, self-motivation, service-minded and effective leadership
- High level of listening & comprehension skills and utilizes appropriate questioning techniques
- High-level of listening and comprehension skills and utilizes appropriate questioning techniques
- High level of listening & comprehension skills and utilizes appropriate questioning technique
List of Typical Experience For a Customer Officer Resume
1
Experience For Customer Experience Officer Resume
- Effective team player with pleasant disposition and personality
- Delivery prompt response and good customer service within established turnaround standard
- Resolve and follow up thoroughly customer enquiry and soft-complaints. If necessary, identify and escalate priority issues to manager
- Post-Secondary with customer service experience
- Good spoken and written in both English and Chinese (Mandarin and Cantonese)
- Preferably with experience in credit cardsand bank customer service operations
- Preferably with experience in credit cards & bank customer service operations
- Fresh graduates (college graduate) OR at least HS graduate with 1 year BPO experience
2
Experience For Customer Care Officer Resume
- Effective control measures in place
- Good attitude towards and fast adoption of new technology and digital lifestyle
- Strong knowledge of Microsoft Exel, Powerpoint, Word
- In customer service/ 1 year call center experience
- At least 6 months' experience in Sales/ Customer Service
- Provide regular updates and help with the organization of project steering meetings and issuing meeting minutes
- To conduct training/refreshment for new CS/ BCS staff and have administration presentations to agency force
- Reply clients’ inquiries about policy and admin procedures related to policy
3
Experience For Customer Complaints Officer Resume
- Ensures that work processes are in accordance with company’s procedures and in compliance with all relevant regulatory guidelines
- Assists customer welcome calls as well as external calls when resources are needed (i.e. Client day RSVP calls, if any)Follow up on the outstanding balance in Manulife bank statements (all banks)
- Across all topics identify and implement process improvements across all APAC locations
- Support Head CRES APAC and Head CRES Operations APAC with projects as required
- 4) Customer Service Portal (ContactOne)
- Candidates familiar with bank or Insurance background is an advantages
4
Experience For Customer Service & Fulfillment Officer Resume
- Engage actively with BNPP APAC Digital leaders and employees to gather requirements, perform analysis and write specifications, contributing to the digital transformation of the bank in particular around solutions for employees
- Support the delivery of digital solutions for the Digital Working program and to a broader extend to all employee solutions: data analytics and reporting, artificial intelligence and others shared services (document management, dematerialization…)
- Provide trainings to employees along with user-guides, handbooks and others documents on the wiki/SharePoint/etc
- Act as an interface between stakeholder, internal teams, third party vendors, development team, technical teams and support teams
- Global coordination with Global Digital Innovation office [CIB] for technology consistency, regional or global pilots, and influence global teams to deliver APAC specific requirements
5
Experience For Officer, Customer Contact Center Resume
- (Monitor and check client’s potential name scan on Bridger, input new policy and process change when client requests as requirements)
- Các công việc khác (Other tasks)
- Fluent in French and English (spoken and written), German an asset
- Key in job and assign service Installation and repair (60%)
- Send information to customer: Catalogue, Manual and new warranty cards (10%)
- Update address Database and received calls (10%)
6
Experience For Cbps Customer Solutions Officer Resume
- Key in data register warranty card (5%)
- Handle and coordinate with anther department and customers (5%)
- Take care of area service reception (5%)
- Service for customer walk in (5%)
- Respond to inbound chat inquiries and inbound/outbound phone call and effectively consult customers or prospective customers regarding features or any other support required
7
Experience For Customer Care Officer/a Resume
- Customer-oriented and result-oriented with strong drive to win
- Good initiative, detail-minded and well organized
- Good command in written & spoken English and Chinese, knowledge of Mandarin is an advantage
- Support customer queries from other channels – Service Requests, Social Media, Email etc
- Collect, document and consolidate customers’ problems complaints according to defined procedures / system, coordinate with relevant personnel such as sales, logistics, warehouse, finance and production etc to solve problems and to ensure all necessary corrective & preventive actions are taken in accordance with serving standards
- Relevant experience & 3rd level qualification or equivalent
- Interact with Sales, Presales, Product Marketing, Corporate Marketing, and Services teams to support unified messaging on platform GTM
8
Experience For Customer Care Officer/g Resume
- Fluent in both writing and communicating in English and Mandarin
- Obtain detailed and accurate information relating to the business impact of customer’s technical issues
- Partner with Product Marketing and Product Management on various Analyst Relations and Press Relations briefings and events
- Have a sufficient level of maturity and self-confidence to interact with high-level executives inside and outside the company (including board members)
- Collate customer information on servicing performance for RM (volume of transactions and income)
- Coordinate preparation and execution of account related documentation including mandates and application forms
- Diploma related with Supply Chain Management or Business Administration
9
Experience For Customer Liaison s Officer Resume
- Knowledge in PC software application and use of SAP is essential
- Direct and manage all aspects of the customer engagement/interactions of the CTO
- Prepare and support customer meetings and follow-up
- Deal with complex organization relationships and achieve objectives through personal influence
- Work on problems of various degrees of complexities where analysis of situations or data requires an evaluation of multiple intangible variables
- Have very proficient knowledge of business tools to build sophisticated and high-quality presentations
List of Typical Skills For a Customer Officer Resume
1
Skills For Customer Experience Officer Resume
- Typing skill, Word, Excel 3
- Typing skill, Word, Excel
- First-class servicing and marketing mind, with effective budget management ability
- Experience moving between multiple computer screens while entering data
- Experience in handling difficult customer chats/conversations, while simultaneously entering data on different screens
- Create and maintain an effective operating rhythm
- Experience in unsecured lending (eg. Personal Loans / Credit Cards)
- Has work experience in an international BPO/Call Center setting
- Has work experience in an international BPO / Call Center setting
2
Skills For Customer Care Officer Resume
- Good understanding of enterprise business applications
- University graduate with 2 years working experience in customer service
- Experience in multinational companies, banking/ finance field is preferable
- Previous experience in a target based sales and service role
- HS grad with 1 year BPO experience also welcome to apply
- Experience in airport operations or customer contact department of an airline or tourism industry
- Self-starter, highly motivated to manage work priorities and responsibilities
- 6 months collection experience on unsecured products
- Customer service/ commercial experience
3
Skills For Customer Complaints Officer Resume
- Excellent responsibility and adaptability to work under pressure
- Experience in Agile development methodology and development lifecycle
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry customers, as needed
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued
- Willing to work rotating shifts, if applicable
- Maintaining appropriate records relating to all compliance activities
4
Skills For Customer Service & Fulfillment Officer Resume
- Dealing with customer enquires on the telephone, and escalating with the appropriate action
- Answering or making calls to customers/prospects to learn about and address their needs, complaints, or other issues with products or services
- Walking the queue ensures customers are directed to the correct counters/customer service desks for assistance
- Marketing Materials are updated and available all the time for customers and to be assessed on Monthly basis
- Handing complaints requests in accordance with company policy and regulatory guidelines
- Providing monthly complaints report to the senior management team
5
Skills For Officer, Customer Service Resume
- Willing to extend hours if needed
- Handling branches complains (Your Voice, Complain Unit, Call Center...) within 2 days
- Updates job knowledge by studying new product descriptions; participating in educational opportuninties and undertaking e-learning exam and training
- Passion for exceeding customer service expectations and providing banking solutions that drive customer satisfaction
- Resolve enquiries by identifying quick-kill queries and resolving directly with the customer
- At least 5 GCE ‘O’ Level credits (including English) or SPM P3 and above (including English)
- Provide support for promoting digital awareness and driving transformation through digital community, roadshows and hackathons
6
Skills For Officer, Customer Contact Center Resume
- Confidence to educate customers in leading edge digital technology options
- Observe manning of desks/counters and provide feedback to Branch Manager when counters are not adequately staffed throughout the day
- Ensure that product brochures, campaign merchandising is always adequately stocked and updated
- Present any campaign, promotion or policy updates (related to retail) to colleagues in the morning huddle where applicable
- A positive personality with a willingness to learn. Flexibility to meet the changing needs of the business
7
Skills For Cbps Customer Solutions Officer Resume
- Produce business forecasts and improve processes to support business planning
- Amenable working on shifts, holidays, weekends & overtime
- Administer a large number of tasks concurrently in a changing environment
- A sound understanding of HCCF products and procedures
- A thorough knowledge of key system software including MS Excel and Word
- The ability to produce succinct, accurate reports on complaint statute with some analysis and data gathering of trends
8
Skills For Customer Care Officer/a Resume
- Broad understanding of SAP products/solutions
- Be an ambassador for tRIIO by engaging with customers face to face daily
- Provide customer updates to operational teams during operational handover activities
- Flexi-time scheme, allowing individuals to work hours that suit them (subject
- Guide clients to fulfill admin procedures according to clients’ requests
- Handle customer inquries from different incoming channels (e.g. phone, fax, email, digital media etc)
9
Skills For Customer Care Officer/g Resume
- Handle outbound service call to customer including post-ale and courtesy call in professional manner
- Customer-oriented with passion, patience and caring attitude
- Support and contribute towards the development and reporting of KPIs
- Manages the day-to-day of customer complaints (people, process, and product all along the customer journey)
- Receives and analyses complaints and questions from the general public and third parties (e.g. call centres)
- Secures all the necessary supportive information to resolve the complaint or question within Bord Gáis Energy’s customer charter commitments
- Supports Customer Experience lead in addressing root causes and the continuous improvement of Bord Gáis Energy’s complaints management and customer service delivery
10
Skills For Customer Liaison s Officer Resume
- Advises customer of rights and options in pursuing disputed determination
- Continuous input into Bord Gáis Energy risk register
- Support, develop and maintains Bord Gáis Energy Polices
- Ensure compliance to the Bord Gáis Energy customer charter & codes of practice
- Attach a cover letter and up-to-date Resume/CV to your application
- Make sure customers are directed to the relevant alternative channel where appropriate as reducing overall branch transactions via Channels migration (ADM, BIR, IVR…etc)
List of Typical Responsibilities For a Customer Officer Resume
1
Responsibilities For Customer Experience Officer Resume
- High-level of English proficiency, both verbal and written (can write in a clear and concise manner)
- Strong knowledge of the card payment business with sound analytical skills to assess the perception and expectation of customers towards the Company’s services/benefits and products
- Concern of order & quality
- Build relationship at all levels
- Knowledge of Section 75 of the CCA 1974 and other regulatory legislation in relation to liability for merchandise complaints
- The ability to manage a varied caseload
2
Responsibilities For Customer Care Officer Resume
- A flair for investigation and an ability to establish the root cause of complaints
- The ability to manage internal/external customer expectations
- Resilient with the ability to remain calm under pressure
- Work 1 years at Sale Department or to know products of Electrolux-Computer and English Communication are fair
- Overall professional work experience in two of the following areas; Business Development, Product Management, Marketing, Communication, Strategy, or a comparable Customer Officer position
- Work collaboratively with operational teams and site managers to assist and advise on customer relations matters
- Work closely with Project Managers and the Area Manager to plan customer engagement activities
- Strive to improve the level of service we provide our customer and advise the Performance Manager on how we can improve our customer satisfaction scores
- Experience in complaint analyst/customer experience work, preferably in a public utility operational or regulatory environment; or an equivalent combination of education and experience
3
Responsibilities For Customer Complaints Officer Resume
- Effective communication and interpersonal skills – excellent verbal and written communication skills with ability to convey messages in a clear and efficient manner to stakeholders
- Personal accountability - ability to take ownership of issues and have a solution driven attitude
- Solutions focussed with customer centric attitude
- Maximize the use of technology, build corporate memory and enable continuity of client service and future opportunity spotting by documenting details of client interactions in most appropriate system. (eg. Sales & Service Platform, Outlook Calendar/ Contacts RBCNet, email,)
- General knowledge of all the Bank’s commercial, retail products, procedures and policies
4
Responsibilities For Customer Service & Fulfillment Officer Resume
- General knowledge of all bank’s systems (Modbank, Flex cube, Prime, etc)
- Contributes to the achievement of the centre’s overall client survey results focusing on call quality to differentiate the client experience where it matters most to the client
- Consistently adheres to compliance to schedule and is accountable for contribution to the Center’s overall client availability
- Responsible to handle all escalations from Directors, Executives, Team Managers and LIA’s in addition to client concerns regarding marketing and promotional initiatives
- Develops relationships with internal partners (Directors, Team Managers, LIA’s) to ensure efficient resolution of client concerns and optimal client satisfactions
- Accountable to provide constructive feedback to LIA’s & Team Managers for coaching opportunities
- Update/maintain Data Protection Policy
5
Responsibilities For Officer, Customer Service Resume
- In response to customer feedback or on a proactive basis, engage with customers in order to improve the customer experience through continuous business improvement
- To resolve merchandise complaints and customer complaints as an expert/specialist advisor directed by the Team Manager or customer service manager, to include
- Accurately gather and send all information to FOS/FLA within prescribed time limits so as to maintain the Hitachi Brand integrity at all times
- Accurately register complaints on the relevant systems
- Maintain accurate paper and computer records of all customer interaction
- Negotiate on the telephone with customers, introducers, external regulatory bodies and suppliers of service
- Arrange within agreed mandates, inspections and remedial work and arbitration when required and agree settlement payments, where required; requesting adjustments to supplier pay-out accordingly. Escalating when necessary
6
Responsibilities For Officer, Customer Contact Center Resume
- Manage all complaints in accordance with company standard operating procedures and policies
- Responsible for gathering data so that root cause of complaints can be analysed and trends reported
- Responsible for highlighting opportunities, red flags and trends to the Customer Insight Analyst, so that root cause can be analysed and customer experience and outputs can be improved
- Accurate capture of complaint MI in the Complaint Database and link to customer insight to improve customer experience
- Responsible for ensuring all complaints are managed in line with TCF outcomes
- To be a confident team player
- Manage customer enquiries through a range of channels in order to provide a first point of contact resolution
- Maintain accurate records and update systems
7
Responsibilities For Cbps Customer Solutions Officer Resume
- Recognise complex queries and escalate where necessary to appropriate specialists
- Site Based Court Security Officer/Q503/81360/2
- Presentable and bubbly disposition
- Independent, able to work under pressure and multi-task
- Candidates with a passion in customer service are welcome to apply
- Computer literacy (E-mail & MS applications)
- Complete all paper work and documentation for customers who wish to execute transactions commercial or retail such as internal transfers, external transfers, deposit cheques for collections, issuance of draft/manager’s cheques, modify contact information and update KYC information for KAMLS exercises…etc
- Drive and deliver exceptional sales performance by identifying and meeting customer needs through selling, cross selling of Premier products & services
- Deal with customer complaints to rectify causes to avoid recurrence
8
Responsibilities For Customer Care Officer/a Resume
- Provide an exceptional standard of customer services that maintains the Bank professional Image at all times
- Champion a culture of operational excellence to deliver performance standards to customers
- Verbal and Written communication with trade finance center to handle all trade transactions received at the branch with alignment with related Enterprise RM
- Align with RM to Handle FATCA, KYC &Financial Crime Documents (High Risk Accounts ,PEP & AML)
- Track Direct debit requests through CRM &FCR to be handled within 2 days avoid customer Complains
- Identify sales leads by talking to customers and understanding their requirements. Directs them to sales team in the branch where a potential sales opportunity is identified
- Contribute to the business growth by achieving the assigned personal target
9
Responsibilities For Customer Care Officer/g Resume
- Develop and Maintain Knowledge of all products, services and promotions
- Provide support in the sales process when needed
- Achieve volume and revenue goals via the combination of customer acquisition and relationship widening; in addition to growing network of clients through using diverse sources
- Act as the first channel in implementing the Retention Strategy, by talking to the customers who want to close their accounts and offering alternative solutions
- Use the branch Quality Control Checklist as guidance for the daily look and feel of the branch and make sure actions are taken whenever a gap in the “Quality Standards” is identified and follow up through closure
10
Responsibilities For Customer Liaison s Officer Resume
- Before the branch opens, ensure the queuing system is fully functional and ready for customers’ arrival
- If it is observed that the ATM is not working escalate to Branch Manager /concerned departments immediately
- Make sure requisitions are always communicated to Branch/Ops Manager for branch stationary (such as deposit slips and
- Action all complaints relating to the Emirates Group by acknowledging, fully investigating and responding to the customer directly (taking a personalised approach by using a variety of communication media); thank passengers for positive feedback keeping the appropriate sections informed
- Investigate with the concerned departments system wide to determine the cause of the complaint then consult with Legal, Corporate Communications, Insurance and Sales departments on those cases requiring a carefully considered business approach. Bring to the attention of Manager Customer Relations to discuss further
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