Director, Customer Service Resume Sample
Letitia Wiegand
2618 Hardy Vista,
Philadelphia,
PA
+1 (555) 460 8005
Work Experience
Director, Customer Service
08/2015
-
PRESENT
Philadelphia, PA
- Thorough understanding of the Contact Centre environment at Scotiabank and the Bank’s organizational structure
- Thorough knowledge of the Bank’s products, policies and procedures, system capabilities and operations, and their relationship with the Bank
- Thorough knowledge of the Bank’s product, policies and procedures, system capabilities and operations, and their relationship with the Bank
- Manage relationships with key vendors and/or internal and external constituencies in support of the Company’s strategic goals and objectives
- Responsible for order entry, scheduling, expediting, change orders, and after-order-adjustments for Vertiv Americas Sales Organization. Reviews and approves credit amounts and debits to the customers and representatives per guidelines
- Champion Continuous Improvement tools and methodology to streamline customer service processes and solve customer problems by reducing cost/waste or improving quality and/or capability
- Maintain process maps and standard work instructions for each customer service area
- Directs operations and procurement teams to ensure an accurate and rapid turnaround on all customer-related activities
- Develops and implements operational strategy for national accounts. Works with Vertiv Sales to identify, recruit, and support large customers ($1M or more annual equipment purchases), promoting growth in National and Global accounts
Director Customer Service
11/2012
-
04/2015
Philadelphia, PA
- Responds to customer concerns to ensure the highest level of satisfaction. Involving but not limited to seeking to understand the voice of the customer and answer their needs in our standard order management practices
- Reviews performance against operating plans and standards. Provides direction to subordinates regarding interpretation of results and approves changes in direction of plans
- Presents monthly reports on performance as requested by the VP, and manages the escalation of issues requiring VP level decisions
- Defines and recommends objectives in each area of Operations. These include specific short-term and long-term plans and programs, together with supporting budget requests and financial estimates
- Reviews and approves cost control reports, cost estimates, and resource requirement forecasts
- Directly involved in new and existing OEM Business order management support, along with Government Business reporting, contracts, pricing, and order entry
- Up to 20% Travel which includes International Travel (passport required)
Director, Customer Service Center
01/2008
-
09/2012
Los Angeles, CA
- Standard office work environment
- General office environment, with some exposure to plant environment, with fork lift and other general hazards
- Develops and manages a system for customer complaint identification and resolution. Develops and manages a patient liaison program to uncover opportunities to recover patient satisfaction where expectations have not been met
- Participates in strategic planning related to patient experience as requested. Serves as a resource to hospital regarding industry trends in patient experience
- Collaborates closely with the staff to ensure that standards promoting positive customer relations are being lived out. Coordinates and facilitates meetings with required staff to address and respond to patient, family or visitor grievances and follow-up on agreed to actions Responds to customer complaints received through phone calls, letters or direct contact in a timely manner
- Provides education to staff surrounding patient satisfaction and customer service standards Reviews and analyzes findings from surveys and complaint harvesting systems, aggregating and disseminating data to relevant leaders and staff and ensuring that action plans are in place to effectively resolve underlying issues
- Fifth-year college or university program certificate; or two to four years related experience and training; or equivalent combination of education and experience
- Effectively present information on controversial or complex topics to all levels of employees within the Company as well florists, customers, and clients
Education
University of Phoenix - Oakland Learning Center
2004 - 2008
Bachelor's Degree in Business Management
Professional Skills
- Strong analytical skills, problem solving, process, and conceptual skills
- Strong mentoring skills with ability to effectively manage group performance and resolve performance issues in a timely manner
- Proven strong leadership skills to drive changes in fast paced environment
- Strong communication, team building and problem solving skills
- Demonstrated leadership skills of driving organization toward premier service and delivery in support of the company’s strategic goals
- Strong negotiation, interpersonal, written and oral communications skills – including contact negotiation
- Excellent customer facing skills required to drive customer communications especially in highly escalated situations
How to write Director, Customer Service Resume
Director, Customer Service role is responsible for leadership, interpersonal, customer, analytical, automation, microsoft, collaboration, organization, excel, payroll.
To write great resume for director, customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Director, Customer Service Resume
The section contact information is important in your director, customer service 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 Service Resume
The section work experience is an essential part of your director, customer service 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 service 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 service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Director, Customer Service resume experience can include:
- Excellent interpersonal skills, both written and oral. Excellent grammar, a clear speaking voice, and good listening skills
- Computer Skills: Microsoft Office365, Microsoft Dynamics365 with advanced Excel skills
- Strong communication skills to varying audiences
- Strong negotiation and organizational skills are required
- Strong communication and presentation skills across all levels
- Excellent communication skills in both verbal and written English,
Education on a Director, Customer Service Resume
Make sure to make education a priority on your director, customer service 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 service 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 Service Resume
When listing skills on your director, customer service 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 service skills:
- Demonstrated analytical skills and the proven ability to identify and remediate operational performance issues required
- Strong organizational skills and the ability to manage multiple, concurrent priorities in a fast-paced organization is essential
- Effective decision-making skills balancing Customer satisfaction and profitability
- Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
- Strong problem solving skills, fast learner and can-do attitude
- Strong negotiation, collaboration, team facilitation, and influencing skills
List of Typical Experience For a Director, Customer Service Resume
1
Experience For Director Customer Service Resume
- Demonstrated experience in new business creation, networking and relationship building
- Proficient computer skills in MS Office including Word, Excel and Access, JDE and HEAT
- Well-developed leadership and strategic thinking skills
- Proven experience of managing metrics, identify and execute process improvement initiatives
- Demonstrated skill and expertise in change management
- Demonstrated success in managing finances and cost reporting
- Focuses on strengthening process excellence and improving the customer experience
- Focuses on strengthening and improving overall efficiency and the customer experience
2
Experience For Senior Director Customer Service Resume
- A strong customer focus mindset and metrics-driven approach to problem solving and planning
- Prioritize and work well both independently and as part of a team
- Accountable for regulatory compliance, service delivery, quality, safety, patient, team member and provider experience
- Leverage business analytics to help prioritize and improve day to day service delivery
- Directs/administrative actions and priorities of the CSR Manager
- Call center/customer care leadership experience
- Accountable for the day-to-day BAU oversight of the organization to ensure that work is processed timely and accurately with a focus on the customer experience
- Consistent track record of leading improvements in demanding turnaround, restructuring, and change environments
3
Experience For Director Customer Service & Contact Center Operations Resume
- Thorough understanding and respect for balancing the professional service team’s wants with practical business needs
- 225 bargaining and non-bargaining unit employees
- Collecting/analyzing data in a call center environment
- Produce management and customer reports as required, Co-ordinate and feedback business measures / KPI reporting to the customer in-line with the Contract
- Maintain new release & early ship report keeping the warehouse informed
- Address and follow up systems issues, queries and reporting needs
- Provides sales, marketing and technical support to Regional/Direct sales representatives in assigned areas
4
Experience For Director, Customer Service Center Resume
- Track record of leveraging third-party solution providers to deliver large-scale programs and initiatives
- Track record of building global automated programs to deliver large-scale programs
- Collaborate cross functionally in support of CS, Sales, Marketing, and NPI initiatives
- Process Engineering and Innovation:Understands modern, agile, lean development and quick start ways to innovate
- Comfortable in rapidly changing operations
- Knowledge of mechanical service, project management, and commissioning
- Senior Director of Purchasing
- Sales Operations and Planning Managers
- Lead and communicate to direct reports and the department as a whole to drive employee engagement as part of team’s normal operating rhythms
5
Experience For Director, Customer Service, Asia Pacific Resume
- Provides feedback to the organization regarding service complaints or customer concerns
- Show compassion and be persuasive
- Learn other systems and to read content from websites and apply appropriately in core software applications
- Responsible for the coordination of activities and ensures continual compliance with regulatory standards (i.e. TJC, CMS, AHCA, etc.)
- To communicate both pro-actively and reactively with customer as circumstances dictate
- Provide exceptional business analytical support to Management and team
- Develop team and team members
6
Experience For Director Customer Service Field & Fashion Resume
- Establishes scope of authority, schedule and responsibility for direct reports
- Engages with direct reports and peers to align goals with organizational goals and objectives, establish performance metrics, provide feedback and develop talent
- Manages and monitors budget to maximize operating efficiencies
- Supports established policy and procedures, recommending changes as needed
- Reviews and responds to issues identified in audit and finance reports
- Drive efficient utilization of our outsourced vendor to continuously improve our customer satisfaction, KPI’s and expense
7
Experience For Director, Customer Service Management Sales Resume
- KPI’s for customer service (ASA, AHT, Customer Satisfaction, etc)
- Accuracy of work completed
- Director of Finance and Finance managers
- Participates in analyzing and determining market potential and sales expense estimates. Reviews marketing/pricing policies and suggests possible changes to increase market share and sales volume
- Establish work priority for contracts and the opportunities list
- Actively participates in Quality Improvement System
- Provides a monthly report that summarizes the monthly sales performance (MMR)
8
Experience For Director, Customer Service & Claims Ops Resume
- Lead and develop three high-performing functional teams totaling 15-17 professionals. One team is technical, responsible for Continuous Improvement; two teams are non-technical responsible for Training & Quality, and Customer Contact
- Oversee the effectiveness, productivity, and quality of Customer Service operations
- Design and oversee system development of five business systems including Epiphany, OC7, Tantacom, Sprinkl, and PBC
- Manage Management Payroll expenditures of ~$1.36M
- Manage multiple projects and be accountable for individual and department results
9
Experience For Senior Director Customer Service Center Resume
- Standardize, simplify and globalize business operations to achieve superior levels of performance and operational success in a cost conscience way
- Passion for customers, revenue, and growth
- Enthusiastic, creative, strategic leader with the ability to inspire others to action
- Support Medicare & Retirement’s compelling customer service value model by driving consumer experience initiatives that integrate a consumer-focused service model
- Communicates and reinforces a clear set of objectives and performance expectations ensuring linkage to UHC’s mission, strategy and business plans. Ensure that all changes are properly planned for and implemented without disrupting service
- Leads and mentors a dynamic team of individuals who constantly search for creative ways to improve the customer experience and related processes to meet business needs
10
Experience For Senior Director, Customer Service Operations Resume
- Provides direction to include staff development and training, delegation, project and resources control, teamwork coordination and constructive feedback as it pertains to individual, team or overall performance
- Directs teams’ workflow and ensures that workflow processes facilitate effective and efficient use of corporate resources and enhance customer satisfaction
- Partners with sales, sales operations, production planning, claims, Turnkey, financial services, logistics, and marketing management and staff teams to resolve service related issues and develop value-added processes for Customer Service
- Works directly with sensitive order fulfillment issues. Participates in the investigations and evaluates and settlements of order fulfillment related issues engaging the appropriate departments and resources
- Support M&R’s compelling customer service value model by driving consumer experience initiatives that integrate a consumer-focused service model
- Conducts root cause analysis to prevent failures and enhance the customer experience
- Manages the forecasting, monitoring, and amending of the department’s $1.4M budget
List of Typical Skills For a Director, Customer Service Resume
1
Skills For Director Customer Service Resume
- Strong leadership skills including ability to think strategically, create a motivating team environment, and takes initiative to improve the business
- Strong managerial, motivational, sales/service, organization and communication skills
- Strong Computer Skills: Microsoft Office Applications
- Prior experience with VWR or related customer service experience required
- Strong PC skills in Microsoft Office and ERP / MRP system required
- Experience building and leading a global professional services and pre- and/or post-sales support teams, including proven success managing P&L
- Proven experience in management, planning, organization and development, including leading a team responsible for support of mission critical functions
- Experience, including 3-5 years’ experience leading teams
- Demonstrable expertise in customer experience with a proven record of developing customer facing strategies which drive customer satisfaction
2
Skills For Senior Director Customer Service Resume
- Proven innovator, responds promptly and reasonably when making decisions, effective at solving problems
- Collaborate constructively and effectively with all levels within and outside the organization orally and in writing
- Balance between analytical and practical skills (strategic thinking & innovative)
- Demonstrate effective collaboration with other business function, especially supply chain, ecommerce, store operation and marketing
- Proven experience successfully driving transformation within a customer service or related organization
- Prior experience in scaling from start up to rapid growth business
- Experience with home delivery, prior authorization and/or appeals and grievances
3
Skills For Director Customer Service & Contact Center Operations Resume
- Able to motivate staff and deal effectively with performance problems
- Drive adaptation of new proven technologies to increase efficiency and improve customer experience
- Achieving breakthrough and continuous improvements in customers end to end experiences, delivery, cost, and working capital
- Proven track record as people manager in allocating resources, coaching, developing and motivating a team,
- Proven record of navigating, escalating and leading efforts on complex customer requests or projects
- Experience in executing business transformation projects involving people, processes and technology
4
Skills For Director, Customer Service Center Resume
- Experience building relationships and successful interacting with customers and internal teams as well as senior leadership
- Experience deploying processes, tools and implementing an HVAC service strategy or business plan
- Experience in leading customer facing teams in a multi-channel environment
- Facilitates strong and and productive working relationships with key departments including Sales, Finance, Product and Technology
- Experience building and managing support teams
- Define objectives, goals, priorities and outcomes within problem-solving
5
Skills For Director, Customer Service, Asia Pacific Resume
- Prior use of WFM tools and reporting tools
- Experience developing strategic business plans
- Experience managing cases through phone, email, and chat support
- Experience managing in a large (100+) call center, contact center or claims environment
- Experience leading multi-site and virtual teams
- Proven track record of using data to drive results
- Experience in a retail/ wholesale customer support environment and 2 – 5 years managing a call center at the Director level or higher
- Driven leader who is passionate about customers and shaping the experience
6
Skills For Director Customer Service Field & Fashion Resume
- Strong Process oriented leadership with keen knowledge of leading edge tools and technology to simplify and improve customer service
- Excellent knowledge of support methods, training and QA techniques
- Progressive experience in technology sector with a focus on sales and marketing operations and support and services delivery
- Service delivery orientation. Proactively serve and constructively respond to external client needs in order to meet business priorities
- Provide structure and effective Standard Operation Procedures (SOPs)
- Very strong ability to work cross functionally
- Experience with Salesforce, Genesys contact center platform, or other cloud CRM
- Develops and evaluates processes to improve the patient experience, leveraging technology enhancements where possible
7
Skills For Director, Customer Service Management Sales Resume
- General experience working with customer relationship management systems
- Strong sales/service, team and employee development orientation
- Experience in “Call Center” operations leadership role
- Relevant senior leadership experience of a Contact Center, Internal Operations Contact Center, or Customer Support function
- Experience with financial reports, modeling exercises, interpreting and communicating operating and financial information
- Experience managing mid sized (+15 agent) customer service teams
8
Skills For Director, Customer Service & Claims Ops Resume
- Experience in a call center or operations environment
- Strong knowledge of the pharmacy industry
- Experience with CRM, QA and multi-channel contact center SaaS systems
- Demonstrated ability to work cross functionally to implement process improvement
- Good communicator up, down and across the organization
- Experience in a call center or operations environment within healthcare
- Operations or Call Center experience
9
Skills For Senior Director Customer Service Center Resume
- Experience in Order Entry, Customer Service, Governance, and Logistics
- Educated and experienced in contract document review
- Back office operations support management experience within a financial institution
- Applicable experience
- Process Improvement (Lean/Six Sigma) experience
10
Skills For Senior Director, Customer Service Operations Resume
- Guide the culture within the Customer Experience Center to ensure customer engagements are true to our purpose and values
- Licensing in series 6 and series 26 is required within the first 150 days in the role
- Driving significant lean/6 Sigma transformation of the Global Customer Service Operations
- Marketing Business Unit Managers
- Reporting to the senior management; directs and oversees all aspects of an organization's customer service policies, objectives, and initiatives
- Sets performance standards to meet service goals of organization; Improves quality by reviewing, evaluating, and changing processes as needed
- Communicate and influence in sharing information collaborating and building alignment with others
List of Typical Responsibilities For a Director, Customer Service Resume
1
Responsibilities For Director Customer Service Resume
- Experience supporting custom technical products, services and SaaS-based platforms
- Understanding of budget/IOP process
- Passion for diving into the details and providing crisp concise analysis and driving resolution
- Participate in the J&J Vision E-Commerce Global Process team with responsibility for developing and delivering the agreed upon Global Strategy
- Partners with Workforce to manage and plan call center staffing hours according to call volume
- Collaborates with peers and HR regarding potential site level policy changes, including but not limited to rep performance, attendance policy, etc
- Responds to inquiries and concerns from all levels of employees by addressing concerns and suggesting resolutions. Notifies HR when appropriate
2
Responsibilities For Senior Director Customer Service Resume
- Accountability for all key performance metrics such as service levels and quality, staffing and forecasting, and continuous improvement of results
- Bachelors of Business, Accounting, Marketing, or Management
- Drive training throughout call center and manage the overall training initiatives
- Familiar with operations that provide support for and troubleshooting streaming related issues
- Develop and maintain appropriate reporting mechanisms surrounding all product IFU guidelines in support of CAPA quality system guidelines
- Manage data on customer failures, identify trends and communicate results to cross functional partners in Product Design, Marketing, Sales, and Logistics
- Ensure maintenance of appropriate data for compliance and reporting standards
- Partners with HR to meet seasonal recruiting goals
3
Responsibilities For Director Customer Service & Contact Center Operations Resume
- Partners with facilities or building management company to ensure acceptable and secure physical work environment for all
- Deliver results against defined scope of work that includes strategic innovation, performance reporting, and human capital development,
- Reputation Management - Ensure that systems are in place and utilized to capture and report on key service metrics, including any customer feedback
- Seeks opportunities to impact competitive advantage and profitability
- Advises Company executives, directors and managers to report on the service organization’s strategies, activities and results as well as providing guidance and sharing information as required by other organizational units to achieve their objectives
- Develops customer service procedures, policies, and performance standards aligned with the Company’s objectives and growth goals
- Establish and strengthen relationships with relevant business partners and collaborate on process improvements
- To understand our customers' needs in our changing market place, what makes them tick and how the market change is affecting them, and leveraging that knowledge to innovate as well as improve on the customer service & implementation process, systems or tools to further delight our customers
4
Responsibilities For Director, Customer Service Center Resume
- Work with cross-functional subject matter experts to improve DHL eCommerce processes so as to increase efficiency and reduce complexity
- Understand our customer’s business (either via Sales or direct interaction) and assess a suitable integration solution (Portal or API or S-Labels) to meet our customer’s shipping requirements
- Demonstrated ability to drive and implement automation, digitalization, and transformational initiatives
- Proven results oriented with ability to work cross functionally to achieve goals
- Accountable for the execution of initiatives to address complex business issues
- Oversees the development of roadmaps required to execute project initiatives including identifying project scope, resource needs, business partner involvement, key action steps, and timeframes
- Leverages process improvement skills to ensure that multiple client specific processes are monitored and preformed within demanding internal and external guidelines and deadlines
- Strong ability to gain alignment on key decisions across multiple business units
- Represents Operations at key business partner meetings and presents information in various leadership forums
5
Responsibilities For Director, Customer Service, Asia Pacific Resume
- Lead others in a highly collaborative environment
- Series 6 and 26 licenses required within 180 days of employment
- Identify, assess, and lead the evolution of Customer Service vision and strategy to include: service delivery, customer satisfaction levels, internal policies and procedures, technologies
- Develop and lead a passionate and experienced Customer Service division that creates and delivers world-class service
- Talent Management to include: needs assessment, staff projections, selection, giving performance feedback and coaching to ensure employee engagement and capabilities to deliver results
6
Responsibilities For Director Customer Service Field & Fashion Resume
- Maintain in-depth working knowledge within Customer Service Division for all AOBC products and programs through training, team development and communication. Partner with Product Development to deliver training and product information to the Customer Service team
- Provide onsite and virtual leadership and direction for Call Centers, Ecommerce and Digital partners with an aim of ensuring consistent customer service experience, driving results to meet or exceed KPIs
- Oversee complex customer issues and ensure effective and long-term problem resolution
- Define, analyze and report on operational metrics specific to all Customer Service functions and performance deliverables
- Promote and drive Customer Service Management (CRM) platform and SAP process, leverage technology to improve and optimize processes
- Identify product and process improvements using Voice of the Customer (VOC) and service survey data. Represent the "VOC" as a member of the L&CS leadership team to influence company-wide culture of customer success
7
Responsibilities For Director, Customer Service Management Sales Resume
- Increase customer awareness, adoption, and customer satisfaction ratings
- Drive consumer focused activities to increase direct sales conversion and revenue support channel growth through RSM support and outbound call campaigns
- Gather feedback from Sales and Marketing and customer groups to identify areas of performance opportunity improvements. Leverage social media to reach and engage customer through various connection points
- Partner with Marketing to develop and promote new product bundles, consumer loyalty programs, and consumer related communications and promotions. Identify innovative customer engagement strategies utilizing various technologies and social media channels
- Day to day oversight of 24 / 7 call center and daily metrics
- Positions in this function are responsible for providing expertise and customer service support to members, customers, and / or providers. Direct phone-based customer interaction to answer and resolve a wide variety of inquiries
- Manage the Customer Service organization across all of the United States, providing strategic direction and leadership to deliver service excellance across all customer channels resulting in the highest levels of Customer Satisfaction
8
Responsibilities For Director, Customer Service & Claims Ops Resume
- Drive efforts to ensure best-in-class customer experience, service delivery and efficiency in alignment with organizational service and compliance goals
- Forecast and plan financial and human resources to ensure service levels and budget targets are met and projects are delivered successfully
- Establish, maintain and report on Customer Service Goals and Objectives
- Communicate and collaborate across all JJV Stakeholders including all Supply Chain partners, Global Marketing, Global Planning, US Sales and Marketing, Quality and Finance to ensure delivery of all CS Objectives
- Provide leadership to staff through coaching and employee devlopment to drive a culture which is focussed on delivering exceptional service
- Adhere to safety and environmental policies/procedures and support department safety and environmental objectives
9
Responsibilities For Senior Director Customer Service Center Resume
- Responsible for oversight of all operational aspects for large strategic client, including customer service, home delivery, prior auth, appeals and grievances and benefits and eligibility
- Serve as a direct point of contact with the account team and the client
- Market focus with ability to deliver internal capabilities that drive significant improvement in customer and client satisfaction
- Interact / present to client executives
- Hire, train, and lead the customer support organization, developing the team necessary to resolve all Business-to-Consumer and Business-to-Business and utility inquiries and issues
10
Responsibilities For Senior Director, Customer Service Operations Resume
- Be the primary “voice of the customer” within the company to develop and track necessary surveys, product and customer metrics (e.g. defects, customer satisfaction, call times & utilization, etc.) and to advocate on behalf of customers to achieve consistent, high-value CSAT scores
- Work closely with systems experts to automate solutions for high efficiency customer self service and satisfaction. Architect solutions in CRM (Salesforce) and telephony environments to drive productivity at scale
- Oversee all collections and fraud detection activities, policies and procedures
- Ensure necessary processes, documentation and systems (e.g., Salesforce, Zendesk, and other operational systems) are in place and kept up to date to drive high customer satisfaction and team efficiency
- Manage RMAs, coordinating with engineering/operations diagnostics team to understand core product issues and resolve product/customer issues in timely fashion
- Lead the development and maintenance of product and services documentation, both consumer and commercial - e.g. reseller, workplace, public, and multifamily - and ensure this information is a part of our broader knowledge base for online and physical distribution
- Implement formal CSR training and QA programs that drive employee development and satisfaction
- Define, own and roll out new customer service programs, driving implementation
- Manage activities of European and Asian customer service teams to ensure optimum performance of the group/function
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