Director, Customer Care Resume Sample
Idella Waters
6540 Bogan Trail,
Philadelphia,
PA
+1 (555) 574 4763
Work Experience
Director, Customer Care
05/2016
-
PRESENT
Los Angeles, CA
- Call center management experience as well as experience with large multi-site operations, multiple call types, and complex product set required
- Experience with telephony systems, IVR, attribute call routing, reporting, data base management and project management required
- Excellent communications skills, both written as well as verbal
- Comfortable working with all levels of the organization
- Effectively work with a matrix organization
- Develop customer care strategies (strategic objectives based on external and internal impacts)
- Develop customer care policy and processes (customer contact handling, staffing and retention, workforce management, employee relations)
Senior Director, Customer Care
11/2009
-
03/2016
Los Angeles, CA
- Identify best practices to improve the customer experience
- Evaluate and engage in technology initiatives to further the vision of top quartile service
- Analyze and interpret business data and information
- Lead an internal and external/third party call center to meet or exceed KPI’s and expectations
- Develop and execute a strategic plan through the entire operation - from process through execution/service delivery
- Collect, analyze and present appropriate data from the perspective of improving performance, processes and quality
- Initiate Action Improvement Plans when KPI’s are not being met to drive performance improvement
- Oversee the operating procedures of the call center to ensure company standards and customer satisfaction are being met or exceeded
- Supervise, mentor and develop all associates on the team
Director, Customer Care Center
01/2007
-
05/2009
New York, NY
- Build positive relationships and partnerships between internal / external business partners and the customer communications team
- Provide leadership in the execution of the company Crisis Management plan with partners throughout the organization, when necessary
- Manage to the annual budget
- Analyze and report on financial variances and initiate operational change to increase revenue and/or reduce cost and improve financial results
- Partner with internal and third parties to implement new vendors, support project initiatives and processes within the operation
- Manage vendors to ensure they meet the defined expectations (i.e. SLAs, appropriate staffing and training)
- Based on the data analysis results and business feedback, lead and influence other areas of the business in the decision-making process
- Responsibilities also include ensuring compliance with applicable federal, state and local laws, regulations and ordinances; maintaining regulatory relationships; meeting key performance indicators and internal and regulatory service levels
- Lead projects, work cross-functionally with other members of the organization, and work effectively with vendors and contract administration
Education
Ashford University
2002 - 2006
Bachelor's Degree in Related Discipline
Professional Skills
- Strong analytical skills to help review key performance indicators
- Demonstrated experience in driving organizational change
- Proven track record in effective blending of sales and service strategies and increasing revenue
- Three (3) years working with LEAN methodologies; can demonstrate an understanding of customer value and a focus on key processes to continuously increase it
- Seven (7) to ten (10) years of related experience leading customer service and/or sales teams in a contact center or similar environment
- Three (3) years of experience leading large teams
- Eight (8) years of experience working with large extended/virtual contact center teams
How to write Director, Customer Care Resume
Director, Customer Care role is responsible for travel, software, retail, training, recruiting, telephony, reporting, design, research, automation.
To write great resume for director, customer care job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director, Customer Care Resume
The section contact information is important in your director, customer care 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 Director, Customer Care Resume
The section work experience is an essential part of your director, customer care 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 director, customer care responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular director, customer care position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director, Customer Care resume experience can include:
- Determine if the customer care centers are meeting first call resolution targets, improving customer service, meeting service level goals, and reducing customer complaints
- Lead by example by displaying professional behavior and mentoring skills and set the expectations for your team to do the same
- Proven ability to lead, motivate and develop highly effective teams in a large, fast paced environment
- Solid understanding of operational processes such as forecasting, budgeting, intraday, etc
- Previous experience leading a large organization (over 75 employees) and achieved comparable results to the performance objectives
- Design and implement an organization structure that maximizes effectiveness of resources and capabilities
Education on a Director, Customer Care Resume
Make sure to make education a priority on your director, customer care resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your director, customer care 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 Director, Customer Care Resume
When listing skills on your director, customer care 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 director, customer care skills:
- Excellent communication and collaboration skills with ability to deliver difficult messages without complication with a smile on their face
- Proven leadership and demonstrated abilities in directing, motivating, and nurturing high performing teams in a customer focused environment
- Analytical skills to perform high-level cost, risk and benefit analysis without compromising quality customer service
- Passionate about customer experience, and embrace technology and data for the insights which can be used to improve customer experience
- Building effective relationships with internal and external business partners
- Provide guidance to team to ensure effective working relationships with operational planning and sales
List of Typical Experience For a Director, Customer Care Resume
1
Experience For Senior Director, Customer Care Resume
- Execute an overall customer care issue resolution and engagement strategy for Single Family with a focus on effective demand management and outstanding customer experience
- Ensure the Customer Care Solutions function operates with the highest levels of standards and performance, measure and monitor success through metrics and service level agreements and help to evolve the culture to one that embraces change and operates in an agile manner
- Continuously monitor industry issues, trends and regulatory requirements and their associated impact on the enterprise in order to update technical standards and reference models accordingly
- Capture, analyze, and act upon opportunities from customer engagement data. Partner with Digital Products and Sales, Insights and Marketing to turn data into Insights which can be used to improve the customer care experience
- Establish business rapport and credibility to identify opportunities to take on new customer demand or eliminate the source of inappropriate demand so that business partners (e.g. Relationship Managers) have the bandwidth to focus on strategic customer opportunities
- Provide appropriate business partners with clear understanding of the business problems or opportunities to better serve customer needs so they can effectively source technologies and solutions to improve customer support experience
- Takes appropriate actions to ensure that the sales and loyalty team meets or exceeds performance goals
- Routinely coach and develop leaders to drive sales and retention goal attainment, employee engagement and customer retention
2
Experience For Director, Customer Care-automatic Labs Resume
- Leverage the eNPS, Your Voice and other feedback mechanisms to reduce employee attrition and increase employee satisfaction
- Establishes standards of leadership expectations and holds teams accountable; consistently adheres to an engagement model
- Sets clear expectations for call quality and links behaviors to key performance outcomes
- Maintains budgeted P&L results and expense control
- Directly supervises departmental employees-carries out management responsibilities including interviewing and hiring employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
- Develops, justifies and successfully executes strategic and operating plans and budgets
- Oversees a team of managers and supervisors who manage site team members
- Promotes and hold accountable a culture of business and sales integrity
3
Experience For Director, Customer Care Center Resume
- Strategically develop and implement industry best practices in customer care center operations, and establish internal standards that afford Eddie Bauer a competitive advantage in customer expectations and service
- Manage a multi brand call center as a 3PL service to a future potential customer in addition to the Eddie Bauer brand
- Establish best in class SLA performance for the Eddie Bauer customer service experience including email, chat, sales, service, social media and office of the president
- Ensures departmental expense, sales, and service goals are met or exceeded
- Develop a highly effective team to ensure they have strong product, sales, and service training knowledge and that they provide the highest level of customer service
- Manages all technologies utilized in the call Center including workstations / servers, telecommunications, workforce management, audio visual, call recording, CRM, and IVRs (Aspect via Customer Engagement Center in the Aspect Cloud, ACD, Quality Management)
4
Experience For Director Customer Care Resume
- Partners with cross functional team to ensure the administration of business support systems, technical incident resolution, 24/7 on-call support process, and issue escalation management
- Manages department's compliance and audit programs (PCI, SOX, Internal audit) to ensure that current procedures and practices adequately mitigate risk and ensure compliance
- Successful managerial experience
- Lead the strategic design of a successful training program as related to all new hire and current associate development needs
- Partner with leadership team to strategically plan for peak season; forecasts, logistics, staffing / recruiting incentive programs, and internal and external partnership needs
- Overseeing 100+ employees
- Manage compliance training requirements & schedules and monitor completion rates
5
Experience For Director Customer Care Center Resume
- Continually improve processes to positively impact customer service, fraud, cost reduction, operating methods, and systems and technology
- Lead and develop the Office of the President function with best in class customer service resolution
- Recruit, develop, retain and recognize a team that delivers performance excellence
- Highly developed and in-depth knowledgeable in customer care operations, best practices, and systems and technology
- High level of written, verbal and interpersonal skills to communicate information, ideas, procedures and processes in a logical sequence; at a level appropriate to the audience and resulting in effective working relationships
- Collaborates with local and corporate Human Resources to ensure the human resource needs of the Customer Care teams are met
6
Experience For Director Customer Care Operations Resume
- Remains current on technical information regarding Cox’s telephony, data and video products and offerings, Customer Premises Equipment (CPE), networking, as well as leadership skills through completion of required/recommended training program
- Organizational development knowledge
- Crisis Management leadership
- Call center leadership
- Continuously refine and address the customer care engagement model to maximize performance, mitigate risk in line with the Fannie Mae?s risk appetite and service level agreements, reduce errors and drive customer delight. Influence other customer facing teams across Fannie Mae by modeling and implementing a coordinated and integrated customer experience regardless of journey
List of Typical Skills For a Director, Customer Care Resume
1
Skills For Senior Director, Customer Care Resume
- Solid understanding of Care Center operations and financials
- Customer Care experience running a large organization
- Drives call center operational effectiveness results including service levels, shrinkage, and AHT
- Utilize strong performance management practices to ensure goals are met/exceeded for all contact centers
- Demonstrated ability to identify performance opportunities and develop and implement action plans to improve performance
- Leverage current technologies to build and deliver excellent technical communications, including a call center with integrated technical support
- Collaborate, skillfully influence and appropriate navigate challenges
- Working knowledge of CRM systems and call center software and technology
2
Skills For Director, Customer Care-automatic Labs Resume
- Leveraging partnership between other SCoE leaders to create and maintain alignment and cohesion
- Establishes standards for call handling, service level criteria and performance monitoring measures
- A desire for achieving results
- Successfully lead a team and be an influencer for decision making
- Provide translation for all customer facing and internal documents
3
Skills For Director, Customer Care Center Resume
- Outsourcing management
- Promote a team environment that challenges and rewards both individual effort and team results, providing recognition which encourages achievement of goals
- Fosters an environment of open door policy through availability and taking action
- Creates an agile team that can respond to a changing promotional environment with short lead times
- Schedule flexibility is needed
- Handle highly sensitive cases
- Develop and support a strategic vision for Customer Care
- Develop goals for external contact centers
- Partner with business leaders to implement market specific initiatives, collaborate and innovate to solve business issues, and provide valuable feedback with associated recommendations
4
Skills For Director Customer Care Resume
- Maintain and improve call center operations by monitoring service level performance, identifying and resolving operational and capacity issues, preparing and completing action plans and completing staffing plan audits and analyses
- Experience in Customer Service and/or Technical Support in contact center environments, preferably within the medical/dental industry required
- Work closely with senior Customer Care leadership to create and execute call center growth strategies
- International and domestic travel required
- Demonstrated management experience in the areas of engagement, program management, budget management, staffing levels, and objective setting and staff performance evaluations required
- In a Customer Care leadership role working for a US based company
5
Skills For Director Customer Care Center Resume
- Fluent in Japanese and English (verbal and written)
- Travel 15%-25% of the time
- In depth knowledge of HRCC procedures, processes, and applications
- Customer Service and/or Technical Support experience in contact center environments, preferably within the medical/dental industry (10+ years’ experience)
- Ensures 3rd party contact center is delivering on cost and service expectations
6
Skills For Director Customer Care Operations Resume
- Ensure appropriate escalation mechanisms exist to quickly address issues (during on and off business hours)
- Consistently identifies ways to optimize the Customer Care Team in order to achieve greater service levels, optimize revenue opportunities and achieve key KPIs
- Review and approve settlements and write-off’s for legal and complaint work
- Reviews and approves budgets for the unit in relation to write-off’s, and ensures that they are aligned with business objectives and plans. Ensures expenditures are monitored
- Work with varying levels of the organization
- Outstanding track record of delivering operational excellence with customer facing solutions within B2B environments, service providers or transaction based businesses
7
Skills For Director, Customer Care Team Resume
- Breadth of functional experience to include customer self-service, IVR, CRM, and demand and capacity management
- Capable of defining and delivering customer support models to include resolving customer issues with high service levels across a complex portfolio of customers
- Experience managing in a Customer Care environment managing large teams including direct management of multiple managers and/or supervisors
- Experience in Communications industry
- Pragmatic and innovative thinker, and a results-oriented leader driven by business opportunity and internal/external client expectations
- Take an active role in the deep diagnostics of existing processes, procedures and tools with key stakeholders in driving the Sales of RGU’s and RPU, as well as improving our Save rate
- Establish and implement the roadmap to transform the BRS Care team from one of Service Excellence
- Take an active role in the deep diagnostics of existing processes, procedures and tools with key stakeholders to improve the delivery of our 3 imperatives, Solve, Save and Sale
- Develop common communications support across the entire function Reporting directly to the Vice-President of Service (Bell Canada), this is a position for a leader who wants to make a difference and be part of transformational change
8
Skills For Director, Customer Care, Brs Resume
- Manage and optimize assigned operations team functions and strategic initiatives
- Own data across the customer care platform. Improve the gathering and collection of this data (including production issues related to software, deployment and hosting)
- Identify and close gaps in the collection of quality data
- Review and measure processes around the intake and resolution of problems that are sent to the Customer Care organization
- Six Sigma, Lean, or PMP Change Management Certification
9
Skills For Director, Customer Care-rotational Program Resume
- Develop and execute the long-term strategy that streamlines customer care and creates consistency across regions and business lines
- Partner with Distribution leader to develop an integrated approach across distribution, order management, and customer support
- Ensure that the group manages a quality end-to-end process of order receipt to delivery while meeting the service expectations of the customers and the organization, supporting customer retention and future growth development
- Lead and drive improvements in customer and consumer order fulfillment process (order to shipment to delivery to cash)
- Collaborate with key customers in each channel to seek continuous improvement opportunities
- Maximize interactions with Customers’ EDI/Portals to drive automation and savings
10
Skills For Director, Customer Care Experience Resume
- Drive proper support from various stakeholders within the organization to resolve complex technical customer issues
- Develops and executes Sales & Retention strategies and plans to focus on customer growth and market penetration, Assists in formulating department objectives, prioritize and plan work load
- Create a cohesive team that understands the organization's vision and direction, and is invested in identifying and delivering best practices that enable the delivery of service excellence to our customers
- Cultivate relationships across various functions and locations with a strategic focus on removing barriers and fostering a collaborative spirit
- Create strategies to balance short-term requirements with long-range business plans
- Monitors the overall effectiveness of the team and takes accountability for driving improvements in sales and revenue growth, sales productivity, sales quality, customer retention and optimization of sales and retention processes and sets goals and objectives for the team
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