Customer Service Director Resume Sample
Tanner Pagac
6332 Weimann Turnpike,
Chicago,
IL
+1 (555) 799 8766
Work Experience
Customer Service Director
12/2017
-
PRESENT
Chicago, IL
- Define the role, operating model and critical success factors of customer service for Staples Europe
- Design, implement and continually innovate to maintain a best in class multi-channel customer experience for Europe
- Service oriented culture, that adds value to the business and our customers in supply chain and customer service teams across Europe
- Efficient operation in Customer Service Europe
- Standardized performance management, processes and systems
- Report on and represent the customer experience throughout Staples touchpoints with our customer base
- Owns Perfect Order on behalf of Staples Europe
- Federal Experience with Civilian or DoD agencies
Customer Service Director Europe
04/2013
-
08/2017
Los Angeles, CA
- Experience in implementing Oracle applications - EBS, Peoplesoft, etc
- Lead project to develop a first to Novartis and first in class unique patient specific Order Management system and Customer Services hub for the launch of CTL019
- Collaborate with supply chain, apheresis operations, marketing and medical to develop product ordering training and materials
- Design and implement value adding customer services to HCPs, patients and caregivers to improve their customer experience and to differentiate Novartis from competition
- The role works closely with the country teams to ensure that the Customer Service Center delivers against the need of our customers (both external and internal)
- This is a Basel based position which reports to the Head of Commercial Operations for Cell and Gene Therapy in Europe
- Deep understanding of oncology market landscape & healthcare business service offerings
- Strong track record of successful team collaboration & influence experience & delivery of results
- Excellent clinical, financial, & analytical skills & acumen
Customer Service Director for DHL Express Denmark
09/2009
-
03/2013
Boston, MA
- Executive presence & ability to simply communicate complex concepts
- Management experience
- Detailed knowledge of general business development techniques to plan, organize, and analyze project strategies for all offered supplies and services
- Knowledge of financial accounting and reporting systems and how they relate to the analysis of organizational performance in order to evaluate the effectiveness of the various offered business segments and to anticipate future requirements which reflect industry and customer needs and trends
- Over 10 years work experiences and at least 8 years in customer service area with large multinational durable consumer industry background
- Over 3 years experiences at senior manager level with strong people management skills
- Rich experience of operation management experience in consumer goods companies, appliances and electronic products industry
Education
Spalding University
2004 - 2008
Bachelor's Degree in Business
Professional Skills
- Excellent communication skills and interpersonal skills, leadership skills
- Strong analytical skills including advanced Excel knowledge and experience as well as experience using problem solving methodologies
- Soft Skills: good communication, negotiation, presentation, organization skills
- Have strong negotiating skills
- Proven experience managing large cross-functional and matrix teams Proven Track Record in Service Management
- Emphatic and with proven interest in developing the competencies and skills of the workforce within your mandate
- Proven change management skills including people, process, systems and performance measurements
How to write Customer Service Director Resume
Customer Service Director role is responsible for customer, analytical, leadership, oncology, retail, finance, training, database, procurement, refining.
To write great resume for customer service director job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Director Resume
The section contact information is important in your customer service director 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 Service Director Resume
The section work experience is an essential part of your customer service director 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 service director 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 service director position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Director resume experience can include:
- Strong and effective communication skills in English and Filipino (written and oral)
- Strong cross-function and cross-region communication skills
- Strong operations skills and leadership abilities to lead the Customer Service team
- Demonstrated performance data analytical skills
- Strong experience with ERP systems including order management & tracking systems
- Advanced computer skills including Microsoft Products
Education on a Customer Service Director Resume
Make sure to make education a priority on your customer service director resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service director 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 Service Director Resume
When listing skills on your customer service director 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 service director skills:
- Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies, UC, B2G, Hookah
- Significant and demonstrated experience attracting, developing and retaining outstanding talent
- Track record of effectively recruiting, coaching and mentoring top service talent
- Demonstrated ability to quantify and drive customer experience performance improvement (i.e KPI’s; Score Carding; etc.)
- Language Skills: English (if not mother tongue, fluent written and verbal), local language (German)
- Working knowledge & experience of SAP & E2E Order to Cash processes
List of Typical Experience For a Customer Service Director Resume
1
Experience For Customer Service Director Europe Resume
- Strong supervisory history; eight (8) years experience in supervision
- Highly skilled in establishing Customer Service infrastructure and improving service satisfaction
- Experience in all areas of airport operations, including ticketing
- Rich experience in driving CRM, Customer Satisfaction or other related project
- Seven (7) to ten (10) years of extensive call center experience and related technology
- Identify, evaluate and implement new technology that enhances the customer experience in a financially responsible manner
2
Experience For SAP Global Customer Service Director Resume
- Utilizes strong knowledge of acquisition/contracting processes, procedures and policies to assist prospective vendors in navigating the FAS offering process
- Creating alignment to required support process, tools and underlying KPI and holding all stakeholders accountable for first class execution
- Preparing and conducting customer briefings and seminars as well as site visits
- Developing and maintaining customer relationships at enterprise level in client organizations
- Fully responsible for the budget and customer service performance including setting and monitoring KPIs,
- Establish and lead customer service training programs and new hire onboarding programs for the customer service department
3
Experience For Customer Service Director for DHL Express Denmark Resume
- Act as a direct Senior Advisor on Customer Experience to the European Executive team and directly participate in the establishment of Staples’ Pan European Long term business strategy
- Advocate customer’s priorities and requirements internally; ensuring customer concerns are addressed timely
- Collaborate with Marketing to measure customer satisfaction and collect customer feedback for each area of the business
- Maintain an in-depth working knowledge of company systems, processes, and products
- Responsible for, but not limited to, day to day leadership, are subject matter experts who provide coaching, feedback and input to station management
4
Experience For Customer Service Director Resume
- Create detailed Customer Care Plan, Executive Strategy, SOP and execute the training and implementation throughout the EHS Network
- Recruit, interview and hire top customer facing talent
- Maintain, renew and manage all customer facing materials with regard to brand identity
- Ensures close customer relations, proactively engaging with customers to ensure needs are understood and met
- Maintains strategic engagements with key accounts to ensure the function stays relevant and current in its thinking, but also adds gravitas for our customers
- Represents the Federal Acquisition Service (FAS) in all matters relating to the provision of supply and service support to military and civilian activities
5
Experience For Customer Service Director Europe Resume
- Define our subcontracting needs, negotiate, prepare contracts with the legal department
- Travel locally and regionally as needed to meet business needs
- Increase the value that Orange delivers to a customer, and deliver continual service improvement
- To be the Customer’s primary senior point of contact within Orange, for all escalated Service related issues
- Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed Service levels in order to deliver exceptional service and acknowledged customer value; focus on beating the target
- Engagement in organic growth orders / upgrades if there is no CPD / PM assigned and/or the process is not working smoothly
- Ensure customer sees and feels Orange Business Services delivery as a seamless team irrespective of internal / third party structures
6
Experience For SAP Global Customer Service Director Resume
- Identify and mitigate risks (failure or delay); ensure appropriate levels of business contingency / continuity are in place
- Present monthly service reviews and Service Improvement Program actions; manage customer expectations; interpret high-level dashboard of all operations to customer (sponsor / service director)
- Provide customer with informed industry benchmarks e.g. Gartner, Telemark; propose service enhancements which continually position Orange Business Services as best in class
- Lead the post sales service managers assigned to the account and ensure all are working together to bring a high level of customer satisfaction
- Help customer up-scope existing contracts; help visualize the enhanced value and assist AGM / ECT build the business case / sales presentations
- Proactively review overall service requirements with business users; identify gaps and opportunities, help users articulate needs
7
Experience For Customer Service Director for DHL Express Denmark Resume
- To ensure availability of adequate and timely reports which include measurements against Customer SLAs on Quality, Change and Performance of the services provided to the Customer
- Present monthly high-level dashboard of all operations to Customer Operations Director; highlight trends and value generation opportunities
- Identify and create Additional Customer Value
- Continually review efficiency of Orange Business Services processes to ensure delivery of world-class innovative solutions
- Continually develop service improvement actions to identify opportunities to provide additional value to the customer
- To lead regular Customer service review meetings at Corporate levels
- To assist in Service Management Contract negotiation in parallel with Account Manager/Director where requested
8
Experience For Customer Service Director Resume
- To assist in RFP solutions and provide pre-sales presentations to customers when required
- Interface with the customer at Senior Management level on a regular basis and conduct periodic executive service reviews
- Create the future customer service organizational structure
- Drive continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth
- Develop customer service objectives and establishing clear metrics for managing the customer service department
- Measure effectiveness of the customer service function by refining operational metrics for the team, developing reporting analytics and providing status updates to the leadership team
- Identify and implement industry best practices, strategies and processes to support a best-in-class service experience
- Maintain and improve in-depth product knowledgebase
9
Experience For Customer Service Director Europe Resume
- Serve as an escalation point for critical customer issues; serve as a liaison to other internal departments and stakeholders
- Recruit, mentor and develop customer service team members both in-house and for seasonal and promotional work including assessing training and development needs
- Counsels and advises management personnel responsible for Energy Assistance and regulatory entities (PUCO, IURC)
- The responsibilities of a Customer Service Director – direct oversight of ATW and BTW vendor employees to ensure United policies and procedures are followed, with a focus on Safety and Service
- CSD is to be available for both internal and external customers, and works with vendor team members to resolve customer problems
- Acts as team coordinator and encourages goal achievement and accountability with front line vendor staff
10
Experience For SAP Global Customer Service Director Resume
- Performs other functions to ensure quality customer service combined with a safe and reliable operation
- Streamline customer interaction process to ensure internal communication is optimized
- Direct management of NJ (Dayton) Customer Service Team
- Set KPI targets for customer care and measure and correct as necessary
- Design, apply, and institute process improvement measures
List of Typical Skills For a Customer Service Director Resume
1
Skills For Customer Service Director Europe Resume
- Proven leadership skills with virtual teams
- Strong people management experience, 8+ people, ideally SDM style profiles
- Good personality with good service conscious of customer
- Superior oral and written skills
- Strong supervisory history; eight years’ experience in supervision
2
Skills For SAP Global Customer Service Director Resume
- Experienced in the factors to create the best possible service experience
- Experienced driving change in a customer services organisation, raising levels of customer satisfaction and establishing best-in-class practices
- Demonstrated understanding of customer service processes including development and execution of strategy and processes
- Strong focus on implementing and tracking performance metrics
- Experience in leading and developing a remote technical services organization
- Collaborate and drive decisions in an organization; significant experience leading cross functional groups and projects
3
Skills For Customer Service Director for DHL Express Denmark Resume
- Multi-disciplinary experience in customer facing roles
- Proven track record in managing multiple Service Management teams / third party vendors
- Strong technical understanding, route up through technical services is ideal
- Truck or Auto Industry Commercial Customer Service Experience
- Exceptional track record in a Senior Customer Success / Customer experience role at enterprise level
- Self-starter with ability to be effective in virtual environments
- Experience in a world class customer service environment required
- Proactively provide feedback across departments regarding customer concerns and user experience
4
Skills For Customer Service Director Resume
- Possess strong (verbal and written) communication
- Creates results without compromising on respect and has proven success with leading a team through middle managers
- Able to keep a level head in high workload peaks and prioritize, make decisions and support middle management in reaching their goals
- Experience with SHARES, and other airport applications (eSC, TIMATIC, Gate Reader)
- Proven leadership with at least 20 subordinates in B2B MNC company
5
Skills For Customer Service Director Europe Resume
- Demonstrated ability to solve complex problems and use sound business judgment
- Develop a strong relationship with customer’s leadership team
- Develop, own, and execute an effective staffing plan for Customer Service using data driven forecasting techniques
- Develop proactive plans and schedules to improve customer experience in all touch points
- Specific experience in the field of environmental laboratories and customer management
- Managerial experience is required
6
Skills For SAP Global Customer Service Director Resume
- Customer service experience is required
- Retail experience is required
- Work experience in international logistics, operations and Customer Service in
- Extensive Call Center experience and related technology
- Experience in a regulated utility or other regulated work environment
7
Skills For Customer Service Director for DHL Express Denmark Resume
- Sets priorities and simplifies work
- Diesel Repair Experience
- Ascending or descending stairs, ramps and the like, using feet and legs and/or hands and arms
- Raising objects from a lower to a higher position or moving object horizontally from position to position
- Managing client accounts at $2M annually (ideally up to $9-12M annually)
- Standing, particularly for sustained periods of time
- Exerting up to 10 pounds of force occasionally to lift, carry, pull, or otherwise move objects
- Running large Global Projects
- Working knowledge of Microsoft Office products (Outlook, Word and Excel)
8
Skills For Customer Service Director Resume
- Working knowledge of Terminal 1 Manila International Airport
- General working knowledge of contracting/procurement processes and regulations to assist customers in navigating the FAS offering process
- Provide necessary feedback regarding operation of the department that includes budgeting, performance management, goal setting, company procedure and policy
- Motivate and lead your team in a way that cultivates excellence by continually challenging old methods or ways of thinking and taking risks to improve results
- Be responsible for ensuring an amazing customer journey
- Implementing/managing cloud applications
- An action-oriented, high energy and self-starting individual who inspires teams through natural leadership, energizing those around him/her
- Partner with VP of Ministry Services in leading culture change regarding performance management practices and accountability to measure and deliver results
- Efficient work style when dealing with complex organisations
9
Skills For Customer Service Director Europe Resume
- Ensure service level agreements (SLA’s) are being met
- In partnership with Sales and Marketing teams develops Customer Service strategies and clearly communicate to team and organization
- Ensures adequate coverage for incoming customer service inquiries all within the budget guidelines
- Leads all training and quality assurance efforts for the department
- Spearhead and script in conjunction with Sales and Marketing external customer messages
- Light physical activity performing non-strenuous daily activities of a productive/technical nature
10
Skills For SAP Global Customer Service Director Resume
- Well-lighted, heated and/or air-conditioned indoor office/production setting with adequate ventilation
- Analyze trends in key performance areas within customer service team - ensure quality service and delivery standards are being met
- Adapt to challenging operational situations and multi-task within a fast-paced environment
- Positive, entrepreneurial mindset, a “doer” with a hands-on promptness in decision making
- Represents the Federal Acquisition Service (FAS) in all matters relating to the provisions of supply and service support to military and civilian activities
- Ensure safe and timely arrival and dispatch of aircraft as well as timely processing of customers
- Identify, create and document process improvement standard operating procedures to ensure consistencies
- Is fully empowered to coordinator of all entities involved in technical performance of our solutions
List of Typical Responsibilities For a Customer Service Director Resume
1
Responsibilities For Customer Service Director Europe Resume
- Make good decisions when resolving difficult situations involving internal and external customers
- Executive level Service business experience and financial acumen
- Working with Risk and Compliance to ensure customer landscape is in long term alignment with internal controls and external standards
- Marketing supplies and services to customers so that business needs can be achieved; and
- As a member of the Cloud Customer Success Leadership Team, creating a single view of Customer Success across Hotel segments and business areas
- Independently analyzing customer budget, spend data, and market trends in order to recommend a product and/or service
- Business development techniques in order to plan and recommend a marketing strategy
2
Responsibilities For SAP Global Customer Service Director Resume
- Oversee and optimize logistics for field services
- Direct and streamline sample management process in laboratories and service centers
- Follow all SGS Safety, Ethics and Quality practices
- Participate in staff and executive meetings
- Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner
- Manual dexterity sufficient to reach/handle items, and works with the fingers
- Air contamination (i.e., dust, fume, smoke, toxic conditions, disagreeable odors)
3
Responsibilities For Customer Service Director for DHL Express Denmark Resume
- Moderate noise (examples: business office with computers and printers, light traffic)
- Regular work schedule with additional time as needed
- Develops leads and opportunities through participation at regional events, market research, and referrals
- Organizes and conducts FAS professional type seminars, workshops, training events, briefings, and conferences with top-ranking officials of military and civilian agencies and representatives of customer agencies
- Handles inquiries from customer agencies, industry partners and the general public and serves as a liaison between the inquirer and the appropriate GSA organization
- Analyzes early warning data and develops strategies to improve customer uptime, reduce dealer dwell time & claims and reduce Navistar’s warranty spend and expense
- Responsible for the dealer service channel and support, including dealer performance metrics and technical support activities
- Identifies opportunities for service delivery improvements and value add to the customer/clients
4
Responsibilities For Customer Service Director Resume
- Develops customer and dealer support department procedures. Liaises between customers and manufacturing, engineering, R&Q, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries
- Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved
- Develop a Dealer-focused Lean Partner program to improve and drive Dealer efficiency
- Recruit, develop and manage a Customer centric, Uptimedriven organization of 180+ dedicated professionals
- As a front line leadership team member, ensure agents meet customer needs within ticket counter, gate, baggage service, Presidents Club (if applicable), and service center areas
- Provide coaching and feedback to team members concerning customer service/product delivery, organizational goals, safety and procedural clarification
- Drives support services to customers, including installation, troubleshooting, problem resolution, application and maintenance of products and services
5
Responsibilities For Customer Service Director Europe Resume
- Encourage safe working behaviors among team members
- Ensure professional, consistent delivery of customer service
- Ensure adherence to all company policy and procedures and governmental regulations
- Organize and conduct daily shift briefings concerning current operational conditions and planning, procedural and policy changes, and special events/activities/customer needs/facility issues
- Model a professional behavior to team members
- Participate in service recovery plans
6
Responsibilities For SAP Global Customer Service Director Resume
- Sets the strategy for the services team and ensures action plans are executed
- Benchmarks services against competitors and monitors market trends to further grow market intelligence and be proactive in service delivery
- Continuously drives process improvement to ensure best-in-class services
- The Customer Service Director is responsible to ensure the appropriate separation, independence and integrity between Commercial and Medical Activities and Functions, whilst maintaining at all levels the necessary strong collaboration between the two functions
- Under the administrative direction of the supervisor and with wide latitude for the exercise of independent judgment, represents the FAS in all matters relating to the provisions of supply and service support to military and civilian activities
- Independently organizes and conducts FAS professional type seminars, workshops, training events, briefings, and conferences with top-ranking officials of military and civilian agencies and representatives of customer agencies
- Experience into a similar role
- Skill in oral and written communication to present complex influential recommendations or information to high level officials from customer agencies
- Or less -
7
Responsibilities For Customer Service Director for DHL Express Denmark Resume
- Formulate and cast a vision for the Customer Services team in a manner that inspires and rallies the team to achieve the mission and vision
- Determine InterVarsity’s customer service policies, objectives and initiatives
- Responsible for the management of the Customer Service staff and department
- Develop service level standards focused on response times and issue resolution
- Drive the execution of the strategy throughout Customer Service Department, resulting in increased efficiency, productivity, improved quality and cost-effectiveness
- Provide vision and oversight to increase net profit of staff store
8
Responsibilities For Customer Service Director Resume
- Collaborate with Finance and Administration leaders and leaders across the Fellowship
- Refine and implement an effective assessment system for IT Software Services. Recommend new or revised systems, methods, programs, and procedures to improve efficiency and effectiveness
- Evening and weekend availability for special projects and on-call for emergencies
- Develop and manage annual operating budgets in accordance with InterVarsity policy
- Great leader - motivate, inspire and encourage great performance, leading from the front mentality
- Raise an agreed-upon amount of financial support annually
- Prioritize and develop strategies, in conjunction with Cloud stakeholders, which enhance Operational capabilities, particularly with regards to Customer Satisfaction and Cloud Support
- Driving change and successful completion of projects across Customer Success team. Provide active decision making and the removal of obstacles
9
Responsibilities For Customer Service Director Europe Resume
- Anticipate and adapt plans as required for changing customer requirements and needs
- Meet Customer Success specific transformation objectives and KPIs
- Provide monthly operational reviews to Cloud leadership team highlight any areas of concern
- Knowledge of organizational design and implementation
- Proficiency in Microsoft Office computer software and applications
- Strong business acumen, analytical and problem-solving skills and ability to apply quantitative approach to measuring customer experience, product usage and customer satisfaction to drive improved performance
10
Responsibilities For SAP Global Customer Service Director Resume
- Analyze and apply a broad organizational and business perspective to identify and maintain focus on key drivers of organizational performance
- The ability to motivate, energize, align and promote change in others related to a common purpose and objectives
- Develop and maintain relationships with a diverse range of individuals both in federal and non-federal positions in order to serve as the point of contact with military and civilian agencies
- Proficient in AERO and SHARES systems
- Successful completion of interview required to meet job function
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