Customer Operations Supervisor Resume Sample
Dock Mayert
81516 Lola Square,
Los Angeles,
CA
+1 (555) 109 0727
Work Experience
Psegli Senior Customer Operations Supervisor
08/2015
-
PRESENT
Boston, MA
- Work with team members to ‘own every customer’s experience to drive satisfaction and first contact resolution
- Assess and analyze agent performance based on a systematic, performance management system that measures both metric and service standard goals
- Responsible for developing employees through coaching, counseling, reviewing quality assurance, conducting one-on-one meetings, and overseeing the employee’s performance productivity
- Walk the floor and assist Customer Service Representatives on-the-fly with escalated issues
- Proactively coach on upcoming promotions, site changes or other potential escalation items before they become escalations, thereby ensuring Customer Service Representatives are kept up-to-date and have expert-level knowledge in dealing with customers
- Develop personal knowledge in travel industry and innovative management techniques through peer sharing and self study
- Look for additional opportunities to increase productivity and job satisfaction among Customer Service Representatives and teams
- Generate reports, graphs, business correspondence
Customer Operations Supervisor
03/2013
-
07/2015
Houston, TX
- Previous work experience in a high-volume customer service/administrative environment
- Knowledge of health insurance terminology/ability to identify medical documentation
- Experience collecting and electronically storing of documents at the patient level
- Manage and maintain daily activities to ensure operations are managed in an efficient manner
- Train new employees on daily operations
- Train new employees on milk run operations and expectations
- Provide shift coverage during lapse’s in coverage
- Assist in identifying continuous improvement initiatives as it pertains to material collection, material processing
Supervisor Customer Operations
11/2006
-
12/2012
Philadelphia, PA
- Ensure safety is at the forefront of operations
- Provide insight and feedback during site tours
- Maintain a clear line of communication between Operations Manager, Primary Customer contact and additional customer contacts
- Maintain forklift and facility safety checklists
- Maintain positive relationships with key contacts within the program
- Manage the daily logistical needs of the customer’s facility
- Attend regular safety and operations meetings
- %- Coach Customer Account Coordinator’s in decision making pertaining to questions they have around order entry, specifically focusing on customer and supply chain related questions
- %- Provide training support and development opportunities as available for the Customer Account Coordinator Team. If training is outside of Customer Operations Supervisor’s area of control they are the primary individual responsible for getting the right people involved
Education
Naropa University
2001 - 2005
Bachelor's Degree in Performance
Professional Skills
- Supervise and develop associate’s skills, evaluate performance, provide ongoing coaching and feedback regarding quality, productivity, customer focus and availability
- Excellent interpersonal skills with experience resolving conflict, managing difficult conversations, and influencing others
- Detail-oriented with strong organizational skills, time management and planning – required
- Two Years Supervisory experience as a first line supervisor with technical skills
- Strong interpersonal skills; ability to lead a team of people
- Demonstrated leadership skills; Able to assume all aspects of the supervision of personnel
- Excellent computer skills, specifically in Microsoft Outlook, Excel, PowerPoint, and Word
How to write Customer Operations Supervisor Resume
Customer Operations Supervisor role is responsible for supervision, leadership, database, credit, training, shipping, reporting, design, insurance, software.
To write great resume for customer operations supervisor job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Operations Supervisor Resume
The section contact information is important in your customer operations supervisor 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 Supervisor Resume
The section work experience is an essential part of your customer operations supervisor 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 supervisor 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 supervisor position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Operations Supervisor resume experience can include:
- Computer Skills – Microsoft office, Excel, Email
- Strong operational experience within large industrial plants
- 3 – 5 years of Customer Call Center experience with 1 year of luxury hospitality, automotive, etc experience required
- Experience managing or supervising a Sales or Customer Service Team in a manufacturing environment
- Experience in managing and coaching others and improving performance
- Experience creating and documenting service processes
Education on a Customer Operations Supervisor Resume
Make sure to make education a priority on your customer operations supervisor 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 supervisor 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 Supervisor Resume
When listing skills on your customer operations supervisor 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 supervisor skills:
- Demonstrated strong leadership skills; Able to assume all aspects of the supervision of personnel
- Excellent English Language Skills is mandatory, both written and verbal
- Demonstrated ability to effectively interact with management, colleagues and customers
- Excellent inter-personal skills. Able to interact with all internal departments and levels of management
- Proven experience in leading teams and delivering results
- Manage workflow, escalations and effectively delegating across your team
List of Typical Experience For a Customer Operations Supervisor Resume
1
Experience For Psegli Senior Customer Operations Supervisor Resume
- Keeps the organization’s vision and values at the forefront of associated decision making and action by communicating their importance and fostering and rewarding daily activities and behaviors that support them
- Maintain strong partnerships with stakeholders (sales, finance, product supply)
- Supply Chain and logistics knowledge and experience
- Relevant experience required (i.e. automotive, call center, finance)
- Manage and fully understand the collective bargaining agreement(s) and participate in union contract negotiations, as applicable, within area of responsibility
- Regular weekly visit to ACI plastics recycling vendor
- Manufacturing
- Own the Operations and relationship with all wholesale partners
2
Experience For Psegli Customer Operations Supervisor Resume
- Manage payment plans in collaboration with the credit team
- Work with credit to monitor credit blocks in consideration of their impact to quarterly results, sales orders and stock consumption
- Schedule on-site technicians to perform installs, work orders, projects and de-comms
- Meet goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance
- Manage to annual budget and meet all financial performance objectives inclusive of gross profit and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed
3
Experience For Supervisor Customer Operations Resume
- Effectively support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance within area of responsibility
- Oversee plant operations at Columbus West
- Lead the efforts of a team of 8-20 staff members
- Provide workload monitoring and coaching for members of the team that focus on effectiveness and regulatory guidelines and high-standards of customer experience
- Meet or exceed monthly, quarterly and metrics
4
Experience For Supervisor, Customer Operations Resume
- Maintain weekly/monthly/quarterly employee scorecards for all functional areas within the scope of team
- Manage daily work schedules of direct reports to ensure adequate staffing, exceptional transactional quality, and unsurpassed responsiveness in all activities, as well as address attendance and performance issues
- Establish exceptional relationships with internal and external partners and other staffs to ensure targets are met or exceeded daily/weekly/quarterly/yearly
- Suggest opportunities for process improvements & implement system changes throughout team
- Utilize various sources of data to analyze business opportunities with their assigned regions
5
Experience For Customer Operations Leader / Supervisor Resume
- Train new employees on operational process and available tools. Plan for intermediate and long-term department needs, hiring/staffing, computer systems, training, and facilities
- Oversee plant operations at Broken Bow facility
- Monitor and maintain service levels to ensure
- Provide timely response to requests for
- Ensure that resources (tools, information, etc.) are available for the team to provide on-time, quality service for the customer
- Coach the team for improved performance and adherence to safe work practices; motivate the team to achieve goals through a variety of methods including recognition and success celebrations
- Lead team meetings for communication, safety, coordination of work and team development
6
Experience For Supervisor Customer Operations Site-req Resume
- Directly responsible for supervising, directing, and supporting Customer Service Center clerical operations relating to payment processing, customer inquiries and account services
- Supervise and lead a diverse workforce through coaching, counseling and team building to effectively, efficiently and safely accomplish job tasks and provide exceptional customer service
- Keep employees well informed on processes, procedures and regulations, and monitor for compliance
- Participate on special projects and tasks forces
- Maintain staff levels/requirements to best meet customer needs
- Travel across entire service territory is required
7
Experience For Customer Operations Supervisor Resume
- Strong time management, organization and planning skills. Able to prioritize, multitask, adapt and thrive in a fast paced, results-driven environment – required
- Proficient Microsoft Office (Word, PowerPoint and Outlook)
- Worked in a mature safety culture
- Success in a fast paced team environment
- CDL License or ability to attain
- Attend required calls/meetings
List of Typical Skills For a Customer Operations Supervisor Resume
1
Skills For Psegli Senior Customer Operations Supervisor Resume
- Time management skills in order to prioritise workload
- Analytical and problem solving skills – required
- Highly analytical with advanced Excel skills and computer literacy
- Maintain and apply working knowledge of PSEG LI Standards for Business Controls and meet management's expectations for effective internal business controls
- Operational experience within Billing Operations
2
Skills For Psegli Customer Operations Supervisor Resume
- Experience in labor relations negotiations and knowledge of the Company Bargaining Unit agreement with UWUA Local 601
- Fork lift driving experience
- Strong working knowledge of the Internet, computers and software (i.e. MS Office products, Internet Explorer) – required
- Knowledge of/Experience working w/or in the agricultural industry
- Demonstrated ability to coordinate and organize activities/projects
- Experience in Database management or Microsoft Access and Tableau
- Two (2) years two years of Quality Assurance leadership experience – ideally in a call center or similar service related industry
- Self-starter who demonstrates a high level of initiative, resourcefulness and ability to work independently and interdependently among a team
3
Skills For Supervisor Customer Operations Resume
- Experience with SAP implementation/change management etc
- Demonstrated strengths in ability to clarify
- Demonstrates a high level of attention to detail and accuracy
- Working knowledge of managing orders on SAP (AFS/IS Retail)
- Managing a team of specialists and a coordinator
4
Skills For Supervisor, Customer Operations Resume
- Understanding of credit and accounts process
- Provide technical support to associates regarding Meter Reading/Field Operation and company policies and procedures
- Manage outbound shipping and delivery for your customers by working with distribution and transportation teams
- Interface with Client on Planning, Scheduling and Quality reviews
- Responsibilities include direct supervision of associates within Meter Reading and Services
- Plan, organize and coordinate a diverse workforce on short and long term basis to work safely and efficiently to maximize operational effectiveness and achieve department targets
- Supervise and lead by initiating, guiding and supporting associate involvement by creating/ facilitating problem solving teams geared to establish best practice approaches to Meter Reading/Field Operation activities
- Maintain staffing levels/requirements to best meet customer needs
- Evaluate performance and provide coaching for associates
5
Skills For Customer Operations Leader / Supervisor Resume
- Extended use of computer equipment including keyboard, monitor and mouse
- Advanced MS Office Applications knowledge including Excel, PowerPoint, and Visio
- Meet the expectations of the role regarding metrics and competencies at least in the last six months
- Oversee daily, weekly, monthly reporting of PMP and KPI objectives for team’s performance and provide results to Management
- Perform Detailed Site Surveys and Prepare Quotes for Infrastructure Cabling Projects
- Interacts with local electric shops as needed
6
Skills For Supervisor Customer Operations Site-req Resume
- Plan and manage analysis, delivery and execution of key meter data management processes
- Lock out Tag Out
- Knowledge of labor relations
- Some flexibility to travel, as required
- Shared office environment in Customer Operations
- Fast paced environment with attention to ACD system and call times
7
Skills For Customer Operations Supervisor Resume
- Positions come down at 11:00pm on deadline date
- Monitor the day-to-day operations of a multi-skilled, multi-leveled team whose responsibilities range from obtaining outstanding titles on active accounts to sending required documents to customers at the completion of their lease or loan with VCI (i.e. paid in full letters and copies of contracts)
- Gather, collate and report measurable statistics as requested
- Maintain a current knowledge of specific Federal, State, Bank Laws, company policy, motor vehicle regulations and licensing requirements pertaining to the Customer Operations team while incorporating into the department processes. Review and approve necessary documents to resolve customer issues
- Manage projects and events along with unusual situations that have a direct impact to productivity of the team and the customer experience
- Successfully resolve dealer, customer, and DMV disputes by managing business goals yet ensuring a high level of customer/dealer satisfaction
- Analyze daily initiatives for all team functions; identify trends relating to team specific rejections; confirm changes through vendor(s), and update related material
- Oversee the documentation of all team role responsibilities and documents utilizing various software applications
- Desirable: experience in project/program management and understanding of improvement methodologies (Lean Six Sigma, 8D, 4DX, PDSA) for problem identification and resolution
8
Skills For Psegli Senior Customer Operations Supervisor Resume
- Work under pressure and manage in a team-oriented and fast-paced changing environment
- Communicate in written word and verbally and in a professional manner
- Train and present materials to groups
- Experience in meter reading operations. Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls
- Able to work independently; prioritize work; meet deadlines and targets
9
Skills For Psegli Customer Operations Supervisor Resume
- Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls
- Make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations
- Cultivate and maintain a positive team atmosphere that drives talent development and growth. Lead and manage 7-10 direct reports
- Provide manager level summaries related to team performance
- Directly accountable for individual team member performance, affecting overall contact center performance, department goals and project objectives. Achieves this through the oversight of individual team member’s productivity as well as the member’s quality performance
10
Skills For Supervisor Customer Operations Resume
- Responsible for hiring decisions, coaching, disciplinary actions and performance management including conducting yearly performance appraisals
- Develop and monitor the application of operating systems including policies and procedures, operating structure and information flow
- Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing
- Conducts analysis related to call center metrics, reporting, customer satisfaction, quality and other ad hoc and special project requests
- Interact with other departments to review operating guidelines and recommend process changes and improvements as required
- Interact with outside vendors in regards to contract, pricing, software applications, or system enhancements
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