Customer Operations Resume Sample
Ellsworth Rippin
3721 Lowe Tunnel,
Los Angeles,
CA
+1 (555) 729 7861
Work Experience
Director, Customer Operations
02/2017
-
PRESENT
Philadelphia, PA
- Advancing the Customer Relationship - proficient
- Customer Operations SLT
- Experience in customer support function in telecommunications, the wireless industry
- Strong team leadership/interpersonal/communication (oral/written) skills required
- Perform online table provisioning and validation to ensure accurate and timely entry of customer updates
- Perform Switch migrations
- Responsible for the resolution of customer problems, issues, questions, and concerns that are table related, meeting or exceeding customer expectations
Customer Operations
05/2013
-
11/2016
Dallas, TX
- Experience with analyzing data for problem resolution
- Handle and manage multiple tasks required
- Strong perceptual, analytical and follow up skills
- Demonstrate problem-solving ability
- Strong decision making skills with ability to make decisions on their own
- PC experience in a Windows operating environment with strong typing ability
- Working knowledge of MSOffice Products
Customer Operations Intern
07/2006
-
12/2012
Houston, TX
- Assist in the investigation and resolution of billing questions related to table entries
- Perform inquiries and generate reports to support problem resolution and discrepancies related to carrier issues
- Perform provisioning and validation to ensure data integrity and accuracy
- Participate in requirements gathering and design reviews and provide input
- Participate on Product Teams and/or Project Teams
- Industry, data processing, and/or information management
- Experience with analyzing IS41, rev A, B and C and SS7 messaging, GSM provisioning, , CTP, Pandora, Crossroads, desired
- Assist Application Developers, System Test, and Product Management personnel in verification of current and new application functionality as needed, to ensure product success
Education
Troy University - Colorado Springs/Ft. Carson
2001 - 2006
Bachelor's Degree in Business
Professional Skills
- Excellent people skills and demonstrated leadership experience
- Proven problem-solving skills and experience in delivering practical solutions
- Strong customer relationship management skills with ability to prioritize and develop creative solutions to problems
- Demonstrated skills in desktop applications such as Excel, Word, PowerPoint, and project planning software
- Demonstrate relationship building skills, across several levels, including Customers team members and business partners
- Excellent verbal and written communication skills both in English and Korean
- Strong computer skills (MS office, esp Excel)
How to write Customer Operations Resume
Customer Operations role is responsible for english, analytical, leadership, excel, customer, microsoft, reporting, software, drive, negotiation.
To write great resume for customer operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Operations Resume
The section contact information is important in your customer 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 Customer Operations Resume
The section work experience is an essential part of your customer 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 customer 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 customer operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Operations resume experience can include:
- Manage Global Customer Operations Procurement processes: communicate, coordinate and track global orders for Coach procured items (uniform, hangtag and packaging)
- Participate in bi-monthly Creative Production & Procurement meetings to represent Global businesses, ensure feasibility of execution and budget compliance. Brief Global RO partners accordingly
- Strong problem solving, organisational skills and attention to detail
- Excellent collaboration-based cross-functional teamwork and project management skills
- Strong customer service skills and empathy
- Have strong communication skills, both written and oral in English
Education on a Customer Operations Resume
Make sure to make education a priority on your customer operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer 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 Customer Operations Resume
When listing skills on your customer 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 customer operations skills:
- Strong leadership skills and experience with proven success in a similar Team Management position, including deputising for Senior Management
- Solid written and verbal communication skills; effectively communicates with all levels of the organization. Communicate issues in a timely manner
- Excellent communication & negotiation skills – understand communication styles to effectively manage & lead conversations, handle conflict & influence outcomes
- Proven experience with effectively managing and implementing change, including process improvements
- Strong writing, organizational, communication and presentation skills. Ability to synthesize information into key messages appropriate for the audience
- Experience in a multinational environment with the ability to effectively communicate and influence various levels within a matrix structure
List of Typical Experience For a Customer Operations Resume
1
Experience For Director, Customer Operations Resume
- Strong leadership skills in order to lead a large internal team as well as the capability to lead large cross- functional projects on a national scale
- Strong leadership skills with ability to formulate/drive company-wide strategies
- Effectively manage time, prioritize work, multi-task across many assignments and delegates
- Experience of operational cabin crew environment ideally with previous flying experience
- Leadership:Able to effectively motivate others to drive sustainable growth for the organization, leveraging the PE method for associate performance management
- B2C experience and internal stakeholder-facing experience
2
Experience For Customer Operations Executive Resume
- Strong understanding of online retail, offline technologies and opportunities to enhance customer experience and revenues
- Exceptional communication skills and the ability to work across multiple functions and drive action via the consensus with internal and external stakeholders
- Proven airline or tour operations experience in a customer facing role and telephone customer service
- Strong understanding of MasterCard’s payment processing systems, formats and associated customer host operating services and principles
- Lead and operate in fast-paced, real-time operational environment with changing business dynamics
- Experience working in Operations
- Proven ability of using data to drive business improvement in a complex matrix organization
3
Experience For Customer Operations Team Leader Resume
- Experience in Online Travel, Lodging or Airline Operations
- On-the-job experience troubleshooting enterprise customer issues
- Experience working in
- Demonstrated proficiency in identifying areas for improvement in a large-scale operation, and ability to advocate and manage change
- Establish strong relationships with internal GCO partners like Service Delivery, Work Force Planning, Finance, Product, Tech, and Projects teams
- Experience with applying Lean-Six Sigma methodologies
- Experience in collation and publication of data
4
Experience For Analyst, Customer Operations Resume
- Apply problem solving and good judgment when making decisions to remove/add restrictions to member’s accounts
- Projects a strong, positive leadership role within the company. Participates on policy making teams, committees, and cross‐functional teams
- One (1) to three (3) years leadership and project management experience
- Proven ability to build and maintain partnerships with key internal and external expert stakeholders
- Experience with compliance and/or ability to qualify potential risks/liability, for exposure related to major projects
- Optimize offline revenue by driving net conversion, ABV, and attach rate while creating a positive offline sales experience
- Able to prioritize and self-manage time
- Experience with Salesforce or similar database tools
5
Experience For Customer Operations Rep Resume
- Highly organized and able to prioritize and process a number of tasks concurrently
- Research deductions to determine if valid or if to be disputed
- Strong knowledge of Network Operations and workings of DHL
- Regional or Global experience in Operations would be an advantage
- E-commerce experience an advantage
- Customer obsessed mindset with proven ability to respond quickly to customers and deliver improvements
6
Experience For Specialist, Customer Operations Resume
- Demonstrated comfort working as a self-starter in ambiguous environments
- Proactive attitude with experience of identifying areas for process improvement
- Technology experience with the following applicable telecommunication technologies: DWDM, CWDM, Optical SDH (Core and Access), packet, SDN, NFV
- Intermediate “Information Technology” system knowledge, with strong understanding of network technology, applications, and project management
- Support and facilitate the Operations Meetings which are held at market level and focused on improving the overall customer experience
- Experience with a highly-scalable, distributed, multi-node environment (10+ nodes)
- Tware development experience in C++, Java or Python
7
Experience For Customer Operations Leader Resume
- Utilize business/survey intelligence to improve the customer experience
- Develop action plans with Customer Experience teams to address key reasons for customer dissatisfaction
- Strong orientation to customer advocacy
- Responsible for overall quality and performance and customer experience of internal or Partner Contact Centers for applicable region (EMEA, APAC or US)
- Proven ability to train personnel to troubleshoot large, complex systems with a production support emphasis
8
Experience For Customer Operations Engineer Resume
- Reviewing operating procedures and keeping our training documentation and workflows up to date
- Understanding of networking, distributed systems, and Linux operating system concepts
- Budgeting and planning in terms of implementation and run mode costs
- Processing of incoming feeds/data
- Understanding of TCP/IP, DNS, File system, Load balancing
- Preparing and issuing welcome emails to our clients
- Obtaining and reviewing documentation for internal & external audits
- Assisting in our user acceptance testing (UAT) within our CRM system to support system enhancements and business efficiencies
- Ensuring accuracy by adhering to established processes
9
Experience For Customer Operations Senior Specialist Resume
- Ensuring that solutions are operationally and technologically sound and can be well integrated into business processes
- Monitoring of connectivity to databases
- Working knowledge of operational side of APAC social Eco systems (i.e. LINE, WeChat, etc) would be advantageous
- Minimizing time to resolution of open deductions
- Driving the required internal operational tools that Ciena uses on a day to day basis, such as PSA, CPODs, SalesforseOracle etc
- Multitasking: able to manage many aspects of the account(s) simultaneously
- Setting up Customer Care calls between our clients and Senior Operations Specialists
- Performing administrative work, e.g. elimination of duplicate accounts in Salesforce
10
Experience For Senior Director, Customer Operations Resume
- Updating business critical customer information in databases, such as Salesforce, SpringCM, and Learndot
- Creating reports in online systems and Excel
- Providing escalation paths to support the handling and resolution of particularly challenging scenarios
- Initiating of creation and maintaining customer master data in accordance with the SOP
- Working knowledge of wholesale customers’ compliance programs in an Accounts Receivable and compliance setting
List of Typical Skills For a Customer Operations Resume
1
Skills For Director, Customer Operations Resume
- Strong technical writing skills producing clear and unambiguous deliverables from customer meetings
- Excellent administration, organisational, analytical and time management skills
- Managing the team effectively through the efficient use of all resources, systems and procedures
- Critical decision making skills for problem solving for making sound judgments in contract management
- Proven leadership track record and experience in coaching and developing others
2
Skills For Customer Operations Executive Resume
- Highly developed analytical, problem solving and high-level reasoning skills
- Technical skills: familiar with working on the Internet with a working knowledge of Microsoft Office programs such as Outlook, Excel and Word
- All areas of Customer Care are working effectively, supporting colleagues where necessary
- Project management skills in keeping projects on schedule and assuring all relevant parties are informed on progress or issues
- Able to manage multiple projects while working effectively in a team environment
- Twelve years’ relevant experience, including three years’ management experience – ideally within a CRO environment
3
Skills For Customer Operations Team Leader Resume
- An excellent communicator with the ability to build and maintain strong working relationships
- Demonstrated ability to prioritize among conflicting demands
- Look for opportunities to improve the team’s skills while fostering a culture of safety and compliance
- Demonstrated the track record of successfully delivering customer experience
- Consistently deliver a high standard of service to meet regulatory obligations, whilst effectively managing risks
- Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
- Superior customer interface skills and ability to work with all levels of customer operations including senior management
4
Skills For Analyst, Customer Operations Resume
- Proven ability to manage multiple priorities to meet Stakeholder expectations
- Business level verbal and written communication skills in English
- Collaborate with the GCO Customer Experience team and Service Delivery team and call center sites to ensure consistency of the customer experience
- Effectively manage and motivate others in a matrix organization
- Proven experience in a regulated services environment
- Solid industry experience or equivalent in the areas of telecoms engineering, project management, and customer service
- General management experience including direct people management experience
- Maintaining and enhancing data integrity through effective communication and problem-solving
5
Skills For Customer Operations Rep Resume
- Validating the test files
- Experience working in and understanding of CPG brand strategies, digital promotions and advertising
- Knowledge and experience of managing customer care operations in a fast moving b2c environment - driving improvements in customer and people satisfaction
- Experience with customer service, operations, digital marketing, advertising, and/or media planning
- Good understanding of FCA regulation regarding customer services
- Effective planning, organization and decision making competencies
6
Skills For Specialist, Customer Operations Resume
- Proven track record developing and leading individual contributors and leaders
- Media planning experience across traditional and digital media for varying market segments
- 1+ yrs of experience developing or troubleshooting on smartphone platforms
- Accountable for driving best in class Customer Experience whilst reducing customer effort
- Strategy or management consulting experience
- Good understanding and knowledge of the dynamics of a sales organisation
- Demonstrated ability to maintain existing relationships and develop new relationships at all levels
7
Skills For Customer Operations Leader Resume
- A proven track record of delivering results (time, quality, budget)
- Solid understanding of information systems and how technology can be applied to gain efficiencies
- Have experience from the gas and electricity supply market managing operational teams
- Experience in customer support function in telecommunications, the wireless industry, data processing, and/or information management
- Natural strength and passion for turning metrics into high-impact, actionable strategies with proven results
- Proven success in leveraging Performance Excellence tools and methodologies to continuously drive decisions, improve processes and standardize work
- A proven ability to deal with challenging customers and situations
- Responsible for providing supervision for customer service managers/supervisors, administrative staff, and a variety of highly-skilled technicians as assigned
8
Skills For Customer Operations Engineer Resume
- Proven ability to work in a changing regulatory environment
- Linux experience and/or understanding of basic concepts
- Able to demonstrate urgency in completing tasks and to implement change at short notice
- Experience using agent suite and SAS would be an asset
- Strong technical competencies to facilitate in depth discussions with customers regarding Ciena’s product portfolio as deployed
- Good understanding of optical and packet network/ infrastructure and project deliverables
- Strong understanding of MS Office Tools (Project, Word, Excel, Project, PowerPoint, Visio)
- A strong ability to understand the feelings of our customers as we empathize with them on the issue at hand
9
Skills For Customer Operations Senior Specialist Resume
- Demonstrated ability to share data and present findings in a clear and organized manner
- Proven ability to meet and surpass qualitative goals/objectives
- Previous experience in a customer operations role in a highly regulated environment
- Ecommerce, travel and / or consumer oriented industry experience
- Working experience in Customer Service is advantage
- Focus on Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience
- Good command of Thai and English
- Acquire and analyze data from customers interactions, aimed to drive process improvements towards an effortless customer experience
- Experience in a leadership role within a call center environment
10
Skills For Senior Director, Customer Operations Resume
- An ability to multi-task and prioritise
- Strong ability to troubleshoot problems, execute & deliver results
- Relevant experience in a customer service capacity, preferably in financial services
- In-country experience within the last 10 years
List of Typical Responsibilities For a Customer Operations Resume
1
Responsibilities For Director, Customer Operations Resume
- Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPI’s and cost assurance according corporate goals
- Expert communications skills with ability to influence all levels of management
- Professional phone skills required
- Aggressive, great attitude, organizational skills and a self-starter
- Work cross-functionally to help prioritize Tools Team projects and communicate status, priority and impact of product changes to stakeholders
- Work with partners to seek out opportunities to reduce call propensity for assigned programs while maintaining or improving customer experience
2
Responsibilities For Customer Operations Executive Resume
- Previous experience and success working in a matrix organizational environment
- Independently set priorities so the Tools Team can meet expectations from Customer Operations and Engineering
- Specialized or varied Customer Service/Operations/ Inside Sales / Call Centre experience
- Demonstrate polished phone etiquette and ability to close business over the phone
- Experience with Windows, MS Word, Excel, Outlook, Internet Browsers
- High level of energy, commitment and a strong drive to succeed
- Analyze tools end-to-end to identify and prioritize key issues and opportunities
- Customer support experience
3
Responsibilities For Customer Operations Team Leader Resume
- Program management experience
- Demonstrated ability to analyze data to identify deliverables, gaps and inconsistencies
- Demonstrated ability to identify and communicate data driven insights
- A solid attention to detail
- Research deductions to determine if valid or if dispute to be submitted
4
Responsibilities For Analyst, Customer Operations Resume
- Supply Chain experience an advantage
- Prioritise deliveries, chase late deliveries
- Supply Chain and logistics knowledge and experience an advantage
- Analytical and problem solving experience
- Experience in Strategy, Analytics, Performance Management or similar roles would be an asset
- Working knowledge of retailer operations programs in an Accounts Receivable setting
- Training on key operational initiatives and equipment innovation introductions
- Exciting and endless career progression prospects
5
Responsibilities For Customer Operations Rep Resume
- Looking to build a long-term career in Customer Operations
- Influencing:Able to communicate a compelling story to motivate and align internal and external clients to achieve a desired outcome
- Understanding / background in continuous improvement methodology
- Strength in recruiting, hiring, assessing, and developing talent
- Escalation point for analyzing and researching customer problems, questions and needs regarding outputs and data
- Contracts and onboarding of new service providers including quality assurance testing once chosen
6
Responsibilities For Specialist, Customer Operations Resume
- Responsible for developing, implementing and maintaining incident and bug management processes for the Global Customer Command Center
- Function as a liaison and escalation point for all reporting/scheduling issues
- Support the building and debugging of this infrastructure as needed and diagnose, troubleshoot and escalate tool bugs to the Tools Team
- Balance independent tasks/goals while contributing to team goals and collaborating with other team members
- Enhance and update existing reports and business operating tools
- Help support strategic decision making with regard to KPIs, targets and coaching strategies
7
Responsibilities For Customer Operations Leader Resume
- Deliver revenue and logistics operating budget targets while optimizing product availability and delivery service metrics
- CCNA or equivalent basic technical/networking knowledge. Basic understanding of Cisco product and solutions
- Passion for coaching and inspiring teams to succeed through business transformation
- History of success working in a fast-paced, rapidly changing environment with high Say/Do ratio
- Assess Oculus’ overall Distribution, Fulfillment and Repair strategies and modify as necessary to fit the rapidly changing needs of the business
- Inform customers of unit prices, shipping date and anticipated delays and any additional information relevant to the customer’s orders
- Keep abreast of all customer affecting issues
8
Responsibilities For Customer Operations Engineer Resume
- Provide customer support services that enable new business growth initiatives. Support Manager by insuring adherence to departmental policies and procedures
- Assist in managing day-to-day activities specific to the department objectives
- Collaborate with other teams, e.g. Engineering and CO, to shape, support, and execute project goals
- Use the iOS, Android, and Windows Phone operating systems
- Direct customer feature requests to product management and Cloudera engineering
- Work with GCO Product Team, Expedia Asia and AAGo Brand strategy leadership to understand activities impacting the offline businesses
- Identify issues and trends using various analytical tools and communicate and recommend solutions to both internal and external teams
- Remain current on assigned customers’ deductions thereby minimizing time to resolution
9
Responsibilities For Customer Operations Senior Specialist Resume
- Knowledge of managing orders on SAP an advantage
- Be the point of contact for operations including after sales
- Provide reports to Operations for performance management actions and manage compliance to Standard Operating Procedures
- Develop assessment criteria and evaluate potential service providers during the market RFP process
- Define service levels and develop methods for evaluating operational performance to assess potential performance issues/opportunities
- Proactive, flexible, and solution oriented thinking
- Available to work evening and weekend shifts if required
10
Responsibilities For Senior Director, Customer Operations Resume
- Ensure we have the correct call outcomes in place so we can track complaints / queries relating to each brief
- Own the offline channel P&L for the comet brands spanning multiple points of sale around the world
- Work with Service Delivery to ensure operations are aligned to core business strategy; executing on key initiatives
- History of building successful internal and customer partnerships
- Remain focused and adaptable during rapid change
- Provide weekly and monthly results reviews and forecasting
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