Customer Operations Analyst Resume Sample
Julian Boehm
87481 Padberg Mews,
Boston,
MA
+1 (555) 733 0962
Work Experience
Senior Customer Operations Analyst
05/2015
-
PRESENT
Los Angeles, CA
- Related customer support experience, project management experience or business experience
- Command of customer's environment (economic, political, cultural)
- Communicate effectively with all levels of customer (engineering to executive)
- Command of vertical market business trends and concepts
- Fluent German and English language skills in speaking, reading and writing
- Willingness to work on shift (on call and up to 3-shift duty roster)
- Job experience as Project Manager, Operations Manager, Duty Manager (i.e. TAC, FTS, CMS)
Customer Operations Analyst
03/2013
-
04/2015
Dallas, TX
- ITIL Foundation v2/3 certified
- PMP and/or Masters
- Excellent communication skills with the ability to teach others
- Strong interpersonal skills with the ability to research solutions to issues as they arise
- Analyze data, reports and dashboards and a willingness to “dive into” systems and formulate new and better ideas on how to better support stakeholders
- Relevant knowledge of and experience in working within industry verticals (Higher Education & Government)
- Gather and transfer requirements from stakeholders into an action plan and deliver on that action plan leveraging internal systems as needed
- Able to manage stakeholder expectations professionally
- Highly proficient in Word, Excel, PowerPoint, and Visio
Psegli Assoc Customer Operations Analyst
12/2005
-
09/2012
Philadelphia, PA
- Process and maintain customer sales orders
- Open Order reporting and tracking o Manage dating changes based on customer requirements
- Understand Order Release process and provide customer insight Account Management
- Ensure weekly backorder report is communicated within agreed-to timelines
- Lead Customer Service calls with customer
- Ensure product substitution due supply constraints (when applicable)
- Handle and approve customer expedite requests based on agreed-to guidelines
Education
Texas Lutheran University
2000 - 2005
Bachelor's Degree in Mathematics
Professional Skills
- Strong technical gap analysis skills and customer sat and customer service gap analysis skills
- Strong interpersonal skills, and good communication skills- both written and verbal
- Proficient interpersonal skills; skilled at creating material for executive audience; skilled at converting business requirements into consumable material
- Demonstrated analytical ability with strong oral / written and presentation skills
- Demonstrated analytical ability with strong oral / written communication and presentation skills
- Strong critical thinking and decision-making skills
- Strong communication, influencing and negotiation skills
How to write Customer Operations Analyst Resume
Customer Operations Analyst role is responsible for interpersonal, leadership, customer, analytical, business, research, training, microsoft, excel, retail.
To write great resume for customer operations analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Operations Analyst Resume
The section contact information is important in your customer operations analyst 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 Analyst Resume
The section work experience is an essential part of your customer operations analyst 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 analyst 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 analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Operations Analyst resume experience can include:
- Strong collaboration with Sales (to ensure strong relationship and customer satisfaction) and Supply Planning (to ensure clear customer messaging of supply constraints / availability)
- Maintaining and enhancing data integrity through effective processes and communication
- Proven track record of contribution to improved business performance through leveraging Consumer and Customer understanding
- Participate in projects and prioritize several initiatives simultaneously while promoting teamwork and professionalism
- Strong understanding of Cisco’s internal business functions
- Exhibits a solid foundation of strategic capability in their thinking
Education on a Customer Operations Analyst Resume
Make sure to make education a priority on your customer operations analyst 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 analyst 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 Analyst Resume
When listing skills on your customer operations analyst 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 analyst skills:
- Strong computer skills, specifically with experience Customer Accounting System, Microsoft Excel and PowerPoint
- Strong presentations skills and be hands on with various styles of data analytics
- Provide dedicated business analytics, and possess strong leadership skills to ensure highest customer service to our top-rated accounts
- Excellent presentation skills
- Exhibits superior business leadership skills, strong intellectual horsepower and a superior results orientation
- Experienced with SQL with the desire to develop new technical skills
List of Typical Experience For a Customer Operations Analyst Resume
1
Experience For Psegli Customer Operations Analyst Resume
- Project Management experience or Business Experience
- Work closely with Marketing, Sales and Customer Experience team to introduce the best practice in using Salesforce.com
- Experience with Cash Management and Cashiering systems
- Maintain strong knowledge of the various VitalSource business models and customer engagements
- Meaningful experience; e.g. Operation/business Analyst, FP&A, Consultants or other analytical background
2
Experience For Psegli Assoc Customer Operations Analyst Resume
- Experience with Salesforce, Tenrox project management software, or similar database tools
- Plan and lead special projects with a proven ability to interact with IT resources and other core areas of business
- 6 years Customer Service experience
- Project or process management experience
- Analysis experience
- Relevant experience in business analysis or supply chain management required
- Team-player with a demonstrated ability to lead the execution of business initiatives/projects to achieve target business objectives
- Experience using CAS, SAP, or Outage Management System (OMS) or similar type applications
- Experience in Access database design, reporting, and management
3
Experience For Senior Customer Operations Analyst Resume
- Quality Assurance experience.
- Experience in Statistical Analysis System (SAS) and Micro Strategy analytics or similar type applications
- Demonstrated ability to provide data analysis from customer intelligence such as NICE Call Recordings
- Experience in utility customer operations
- Update and validate revenue records on a daily basis
- Support Customer Experience team with other administrative activities as assigned
- Relevant business experience
- Proven ability to apply analytics and recommend process improvement
- Bring new creative problem solutions to a new sector in the supply chain industry
4
Experience For Psegli Associate Customer Operations Analyst Resume
- Understanding of the Generics industry
- Handle vendor onboarding and invoice matching
- Reviews daily reporting to ensure sales transactions are processing correctly
- On Time in Full (OTIF) reporting and root cause analysis
- Product availability reporting Partner with Sales Customer Operations team to understand Customer Scorecard metrics
- SIT, Returns, FTS On-going Customer Operations Functions
- Use of SAP/BI reporting, Qlik Sense, and Siebel to analyze customer data
- Customer Service/store planning in an entrepreneurial environment
- Identifies root cause analysis to resolve any identified issues by liasing with Customer Success Managers to resolve customer specific issues
5
Experience For Customer Operations Analyst Resume
- Organizational awareness and an overall operating knowledge of Utility field operations and processes
- CCNA or equivalent technical/networking knowledge (desired)
- Conduct customer profiling analysis and generate customer analytics on an annual basis
- Knowledge of Payment Processing and Cash Management
- Oversee One-time buy requests in Salesforce.com and understand potential opportunities
- Actively participate in KAM Team and internal Customer Team meetings Proactive Customer Analytics
6
Experience For Psegli Customer Operations Analyst Resume
- Proactively understand customer requirements to ensure shipment specifications are met (when applicable)
- Act as single point of contact to cross-functional team to ensure process improvement, collaboration, problem-solving and effective communication. Focus on innovation and key initiatives creating efficiencies
- Ensure resolution of product-related customer questions via email or phone
- Support product launch activities related to Customer Operations functions
- Customer Service: Enthusiastic, positive, professional and pro-active service minded attitude. Manages challenging or demanding/sensitive customer relations. Responds to customer needs timely
- Communication Skills: Excellent oral and written communication skills – ability to communicate with people at all levels of the organization. Strong attention to detail; asks questions to clarify needs – avoids assumptions
- Good organizational abilities / Prioritization: Follows policies and procedures; Knows how to effectively prioritize; Completes administrative tasks correctly and on time
7
Experience For Psegli Assoc Customer Operations Analyst Resume
- Multi-tasking in fast paced environment: Ability to work under pressure and multitask
- Analytical / system skills:Aptitude for numbers and data interpretation. Strong Excel including vlook-ups and an aptitude for working with formulas. Ability to work with various systems
- Drive Sony GPS/Silkroute to meet established KPI’s and SLA’s
- Assists with the development of processes, system enhancements, and reports (e.g., Key Performance Indicators (KPI), statistical and trends reports) to facilitate execution of responsibilities
- Act as single point of contact for operational issues
- Coordinate technical issues and customer needs
8
Experience For Senior Customer Operations Analyst Resume
- Represent customer needs to Cisco post-sales support teams and applicable organizations
- Provide customers with updates on "hot" or escalated issues
- Coordinate and conduct weekly conference calls to provide status reports to customer
- Create and present quarterly reports to customers with analysis of customer's support needs
- Identify, build and maintain relationships with customer's internal management
- Understand customer's internal business functions and culture
- Act as "business driver" to improve customer's and Cisco's internal operations
9
Experience For Psegli Associate Customer Operations Analyst Resume
- Present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel
- Handles one-off critical network incidents as required
- Works directly with customers on Networks Availability metrics
- Drives to ensure root cause is determined for all Outage SRs
- Provides structure to the Company’s Quality Assurance expectations by conducting meetings and training sessions with Supervisors and Staff from multiple departments throughout the company
10
Experience For Customer Operations Analyst Resume
- Lead operational improvements by facilitating and influencing sales, distribution, logistics, credit and retail partners to manage and improve the core performance metrics such as Ship Complete and On-Time
- Build effective partnerships as operational and subject matter experts with the value chain, logistics/distribution teams and retail partners to drive effective processes that deliver value for the business
- Perform tasks, maintenance and updates associated with Teva’s inventory management systems and ordering applications
- Support SAP enhancements and provide insight to on-going system improvements
- Work closely with Sales Commercial Operations and Distribution, as well as many cross-functional teams
- Ensure management of EDI and Manual sales orders in SAP
- Provide clear communication to Sales Logistics and Distribution related to order changes
List of Typical Skills For a Customer Operations Analyst Resume
1
Skills For Psegli Customer Operations Analyst Resume
- Superior negotiation and conflict resolutions skills
- Possess a high level of business acumen - demonstrated application of advanced business theory and extensive experience in multiple business functions
- Associate Analyst – up to 3 years of related work experience and/or formal training performing similar responsibilities
- Demonstrates thorough understanding of Cisco business processes
- Demonstrates ability to engage cross-functional resources to solve customer issues
- Experience in a utility’s Finance, Regulatory or Procurement department
2
Skills For Psegli Assoc Customer Operations Analyst Resume
- CCDA or CCNA strongly desired
- Two to three years customer service/operations experience desired
- Assisting in developing new processes and implementing new tools
- Building and maintaining reports in online systems and Excel
- Working closely with the project management, accounting, and contracts teams to ensure timely and accurate data
- Training internal users on related systems and tools, as well as troubleshooting end-user issues
3
Skills For Senior Customer Operations Analyst Resume
- Planning and Organization (Big Picture Orientation with Attention to Detail)
- Maintaining project and contract data in online systems
- Providing assistance with contract management
- Leveraging Compass, Oasys, and Athena to support team in post mortem sales review
- Fulfill requests from the consulting ecosystem including addressing questions, updating systems, and resolving issues
- Exception identification, quantifying financial impacts, identifying root cause, resolving issue and providing recommendations for prevention going forward
- Knowledge and understanding of Customer Accounting System (CAS) /Enhanced Billing Option (EBO), and billing processes
4
Skills For Psegli Associate Customer Operations Analyst Resume
- Assist in the preparation and analyses of specialized calculations supporting the SOX Controls Revenue Reporting group
- Perform regression modeling to produce weather normalized load shapes for forecasting applications
- Problem Solving (Sense of Urgency, Intellectual Curiosity, and Prudent Risk Taking)
- Knowledge and understanding of CAS/EBO and billing processes
- 15%: Proactively identifies and resolves all order management issues, including identifying opportunities to create more efficient processes
- Support data integrity with ongoing audits and controls utilizing multiple data sources, both internal and external
5
Skills For Customer Operations Analyst Resume
- 15%:Proactively identifies and resolves all order management issues, including identifying opportunities to create more efficient processes
- Develop and generate ad hoc reports and scorecard reports from existing systems that support informational needs of management and/or operating personnel
- Support team (demand & CDL’s) in Compass demand planning by providing insights and analysis around past and future trends/insights
- RFP analysis reporting and understanding of won/lost award timelines
- Exception reporting and monitoring (when applicable)
6
Skills For Psegli Customer Operations Analyst Resume
- Understanding of Cisco product and solutions
- Deep understanding of Cisco’s internal business functions and sales cycle
- Participate in problem solving initiatives to develop and implement process improvement recommendations
- Maintain project plans, dashboards and provide analysis of operational, financial and benchmarking data
- Create test plan, strategy, scripts and conduct User Acceptance Testing (UAT)
7
Skills For Psegli Assoc Customer Operations Analyst Resume
- Proactively interfaces with all Customer Service Leads and process owners to support all elements of customer facing platforms
- Identify need for and assist/perform the creation of customer training
- Project manage customer facing projects and internal advanced service improvements
- Maintain proper governance, documentation and reporting for all support cases, inclusive of information on characterization, restoration and resolution
- Troubleshoot, root cause and resolve all IP networking and mobile radio communications issues
- Resolve issues on Motorola proprietary solutions such as Dispatch Console, DCS, AIS loggers, RF signaling between radios and base station
- Resolve complex server (HW & SW), and networking issue such as client server interface, database corruptions, OS reset caused by external trigger and etc
- Escalate urgent cases requiring more advanced knowledge to appropriate internal resources
- Collaborate and engage with various global technical organizations when determining optimal customer solutions
8
Skills For Senior Customer Operations Analyst Resume
- Identify up-sell opportunities and collaborate with account teams to develop compelling business justifications
- Manages customer facing projects and internal service improvements
- Identify need for and assist with creation of customer training
- Ensure consistent reporting and support across all accounts
- Customer account analytics and product availability reporting -- Sales vs. Forecast
- This includes all communication, reporting, presentations and process improvements. Responsible for all program deliverables and financial data
- Maintains project plans, dashboards and provides analysis of operational, financial and benchmarking data
9
Skills For Psegli Associate Customer Operations Analyst Resume
- Teamwork (Collaboration & Teaming)
- Provide analytical, operational and decision-making support to the Customer Success organization management team
- Develop and streamline Customer Success reporting to provide next level insights into our business
- 10%: Assists with managing inventory supply
- 5%: Analyzes purchase orders for pricing or quantity accuracy and communicates necessary changes to replenishments contacts
- Manage Pricing synchronization and accuracy across multiple platforms, both internal and external. Identify and manage opportunities for improvement
- Build actionable reports utilizing SAP, Microstrategy, Excel, and Smartsheet to analyze huge amounts of data
10
Skills For Customer Operations Analyst Resume
- 5%:Analyzes purchase orders for pricing or quantity accuracy and communicates necessary changes to replenishments contacts
- Develop and/or enhance existing spreadsheets/databases
- Develop strategy, operational and business plans for emerging process enhancements
- Coordinate activities among various departments to ensure all inputs and outputs of Customer Office technology are being executed properly and efficiently
- Manage shortages, destructions, and damages reporting to Distribution o Issue call tags (when applicable)
List of Typical Responsibilities For a Customer Operations Analyst Resume
1
Responsibilities For Psegli Customer Operations Analyst Resume
- Intermediate MS Excel experience, including V Lookups and Pivot Tables
- Related work experience as Operations Specialist in corporate environment
- Strong adaptability and willingness to learn
- Preparing welcome letters and processing customer invoices; account set up in the billing system
2
Responsibilities For Psegli Assoc Customer Operations Analyst Resume
- Following up and investigating billing related exceptions, such as inbound EDI drops and/ or overdue responses on enrollment requests
- Supporting the regulatory, compliance and accounting teams with business data
- Assigning unallocated payments to customer accounts
- Processing payments on customer accounts that are in collections
- Work cross-functionally with Marketing, Sales, and Engineering to streamline processes and improve our product
- Provide weekly updates on onboarding progress
3
Responsibilities For Senior Customer Operations Analyst Resume
- Design and perform analysis to respond to ad hoc requests for load information, using available data, analytical techniques, graphs and software tools
- New Employee Induction - Accountable for on boarding of new team members to ensure they are adequately trained on business process, systems, contacts
- Updates and retains customer account information related to special billing
- Comply with SOX protocols
- Working with internal and external team members to support all areas of the organization in the needs of operations and support as it relates to unclaimed property, and overall vendor support
- Run ad hoc queries for management as needed for operational reports for analysis regarding usage and equipment internally including certifications, and contracts
- Manages entry and maintenance of VitalSource contractual terms into required internal systems including Oracle; ensures all internal systems are in synch
4
Responsibilities For Psegli Associate Customer Operations Analyst Resume
- Partners with Sales, Contracts Administration, and Finance to ensure business terms are correctly interpreted
- Conducts periodic audits of VitalSource internal systems to ensure alignment with requirements in order to correctly transact and evaluate business
- Develop and maintain deep knowledge of all VitalSource systems and processes required to support VitalSource customers and partners
- Develop strong working relationship with Customer Success Management, Finance, Legal and Product teams with an eye toward continuous process and product improvement in support of efficient and accurate business transactions
- Ensure customer and deployment data is accurate and up-to-date
- Develop and execute reports in various systems and provide data analysis and recommendations, as needed
- Support operations related initiatives identified by the Professional Services management team
- Provide project and monthly metrics coordination and support
- Drive ad-hoc analysis and make recommendations on key business decisions based on statistical analysis
5
Responsibilities For Customer Operations Analyst Resume
- Compile analysis into visualizations that empower partners to make educated data-driven decisions
- Become subject matter expert of our data and SAAS metrics
- Detail orientated, sense of urgency, self-starter who possess the intellectual curiosity to be a systematic problem solver
- 20%: Serves as the key liaison and point of contact between supply chain, national account sales team and the national accounts customer base
- 20%: Collaborates with supply chain cross-functional groups (3PL, planning, logistics, operations, national accounts sales) to ensure timely delivery of all customer orders
- 5%: Develops processes and communication plans to strengthen business to business relationships
- A resource to Area leadership to enhance alignment with corporate diversity goals. Provides vendor certification information and vendor JCI registration status to project owners, development teams and management. Engages with teams to assist Area in reaching minority / diversity goals and initiatives
- Retailer Supply Chain data management and analysis
6
Responsibilities For Psegli Customer Operations Analyst Resume
- Assess data management governance, review and refine as required
- Data analysis to support internal and external KPI’s & SLA’s as well as continuous process improvement and change management
- Liaise with internal/external departments or customers
- Maintain and develop positive business relationships with key personnel involved in or directly relevant to operational activities
- Work closely with managers to insure alignment on goals and objectives
- 20%:Serves as the key liaison and point of contact between supply chain, national account sales team and the national accounts customer base
- 5%:Develops processes and communication plans to strengthen business to business relationships
- Proficient in Microsoft Excel, Microsoft Word, and Microsoft Outlook
- Eagerness to learn and develop new processes
7
Responsibilities For Psegli Assoc Customer Operations Analyst Resume
- Initiative to take ownership of issues and drive to resolution
- Lead, manage and improve Revenue Operations/Customer Office Operations with a specialized focus on enhancing Cash Management, Staffing requirements and Back office work coordination
- Facilitate development and maintenance of scorecards for all Office locations and back office support
- Collect, summarize and analyze various reports and performance measures
- Prepare reports (daily, monthly, annually, and ad hoc)
- Generate month end reports utilized in Revenue Operations/Customer Offices processes related to safety, customer satisfaction, performance, quality, productivity, availability, and other related scorecard targets
8
Responsibilities For Senior Customer Operations Analyst Resume
- Knowledge of vendor managed inventory (VMI) principles
- Demonstrates superior analytical capability/aptitude in terms of consumer and customer data and possesses financial acumen aligned to understanding of the financial implications of business activities/recommendations and decisions
- Exhibits attention to detail in execution with a proven capability in creating a disciplined framework for organizing and leading priorities, actions and resources/people to achieve business results
- A proven creative thinker and an ability of delivering innovative business solutions
- Advanced competency development in: problem solving, business and opportunity analysis, project management and communication are key
- Possesses a level of understanding in terms of the Canadian Retail environment, particularly the Grocery channel
- Advanced Microsoft Word, Excel, ACCESS, PowerPoint and Internet business application usage
- Act as a customer's strategic support consultant
9
Responsibilities For Psegli Associate Customer Operations Analyst Resume
- Craft continuous improvement strategies to optimize customer's perceptions of service and support under security aspects
- Act as “business driver” to improve customer's and Cisco's internal operations
- Identify and plan for and manage resource needs within Cisco
- Develop and write processes and procedures for customized support services
- Ensure customer satisfaction and work on specific customer Key Performance Indicators to increase trust and alignment
- Spearhead customer implementations including onboarding carriers and customers to our platform. Support validating new customer data files, creative problem solving and setting up integration processes
- Participate in customer and carrier calls, taking notes and setting follow-up tasks and action items
10
Responsibilities For Customer Operations Analyst Resume
- Complete strategic projects as assigned
- Proficient in MS Office, Google Aps, and CRM tools
- Proficient in MS Office, Google Aps , and CRM tools
- Proactively interfaces with all Customer Service Leads and process owners to support all elements of the Call Center, Billing and Back Office departments within Customer Contact division
- Demonstrated knowledge in customer service
- Complete all assigned quarterly, monthly and weekly reporting requirements, accurately and on time reporting
- Supports process documentation efforts. Supports written analysis. Proactively identifies and supports the implementation of process improvements in support of continuous improvement
- Works very closely with department leads on our Request for Service process to enhance current technologies
Related to Customer Operations Analyst Resume Samples
Customer Analyst Resume Sample
Work Experience
• ‘Bring data to life’ by delivering compelling insights and visualisations from underlying performance data to clearly communicate value and opportunity to key stakeholders
• To plan and design the targeting and offers for our targeted marketing programme, and run the selections of customers with th...
Professional Skills
• Perform with honesty and integrity institu...
• Experience in business analytics experienc...
• 3+ experience in business analytics experi...
Customer Operations Resume Sample
Work Experience
• 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
&...
Professional Skills
• Excellent people skills and demonstrated l...
• Proven problem-solving skills and experien...
• Strong customer relationship management sk...
Manager, Customer Operations Resume Sample
Work Experience
• Banking or bill payment or card services experience
• Lead and support sourcing projects for the Customer Operations categories; from requirement gathering to contracting,
• Ensure the effective use of OneSCM’s supplier capability & performance measurement tools in drivin...
Professional Skills
• Develop strong negotiation and communicati...
• Strong analytical skills, with the ability...
• Excellent communication, commercial and ne...
Customer Loyalty Resume Sample
Work Experience
• Follow up and cultivate Marketing generated leads to determine opportunity and viability
• Develop new business by prospecting via telephone, email and social media to qualify and cultivate new customer relationships
• When possible, close the new sales opportunity with the e...
Professional Skills
• Excellent written and verbal communication...
• Demonstrated record of strong persuasion s...
• Excellent rapport building telephone commu...
Digital Customer Experience Resume Sample
Work Experience
• Think strategically and to connect the dots to the bigger picture, while very comfortable diving into the details required to ensure successful execution
• Demonstrated experience with the adoption of technology and the impact to G2M models and organizational structures
• Exp...
Professional Skills
• Superior judgment, team building, budgetin...
• Well developed PC skills (Word, Outlook, E...
• Experience in consulting and/or start- ups...
Customer Leader Resume Sample
Work Experience
• 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...
Professional Skills
• Measurement system establishment experienc...
• Demonstrate best in class skills in accoun...
• Responsible for reaching goals/objectives ...