Manager, Customer Operations Resume Sample
Randy McClure
52508 Fisher Mall,
Boston,
MA
+1 (555) 418 0427
Work Experience
Manager, Customer Operations
04/2016
-
PRESENT
Philadelphia, PA
- Banking or bill payment or card services experience
- Lead and support sourcing projects for the Customer Operations categories; from requirement gathering to contracting,
- Ensure the effective use of OneSCM’s supplier capability & performance measurement tools in driving improvement against agreed performance / cost improvement targets and facilitate best practice exchanges between members of your peer group in the Operating Companies
- Lead and support sourcing activities, launch e-auction/RFPs / RFIs/ RFQs and drive significant cost savings
- Work in close cooperation with the Local Operating Companies of the Vodafone Group for the update of spend, savings, as well as reporting
- Develop commercial models for supplier/agency remuneration, create insight on supplier landscape and drive optimizations
- Pro-actively engage with the stakeholders all around the Vodafone entities, as well as liaise with the Category Managers in Vodafone Procurement Company
- Create efficiencies in the end-to-end supply chain driving a faster time to market
- Implement plans and KPIs based upon an accurate assessment of the operational environment, available resources and identified project dependencies
Market Manager, Customer Operations
12/2012
-
03/2016
San Francisco, CA
- Develop negotiation strategies in accordance with the agreed procurement models for these activities
- Work in an Agile way being part of cross-category and cross-company projects
- Manage a team and provide hands-on guidance and leadership to support all day to day Order Management and Customer Service activities to deliver business results
- Develop and maintain excellent working relationship with
- Drive operational excellence of key initiatives such as new item launches, relaunches, new merchandising fixtures, etc.
- Responsible for managing local environmental issues. Acts as primary contact and interfaces with environmental staff on environmental issues directly related to the manager’s assigned geographic area. Ensures that no Notice of Violation’s are issued against the company in the assigned geographical area assigned
- Leverage knowledge of WhatsApp localization procedures and standards to evaluate each of your team member’s localization contributions, as applicable to their job scope
Senior Manager Customer Operations
11/2009
-
07/2012
Phoenix, AZ
- Experience in a fast paced Customer Service environment
- Experience with direct employee supervision
- Conducts supervisory responsibilities in accordance with the organization’s policies and applicable labor laws
- Ensures enforcement of all Company policies and guidelines, including attendance adherence
- Establishes and maintains a positive work environment that encourages and rewards excellence while fostering team-spirit through engagement
- Responsible for being an effective coach for CSMs, CSCs, and agents
- Develops and utilizes recognition programs to reward team members for outstanding performance
- Demonstrates proficiency in all station operating and performance reporting systems
- Adjusts effectively and professionally to change when working within new structures, processes, requirements, or cultures
Education
DeVry University - Phoenix
2003 - 2008
Bachelor's Degree in Business
Professional Skills
- Develop strong negotiation and communication skills
- Strong analytical skills, with the ability to draw insights from a large volume of diverse data
- Excellent communication, commercial and negotiation skills
- Identify and prioritize gaps negatively impacting customer experience or inefficiency within business
- Demonstrated ability to interact effectively at multiple levels, in support of our customer relationships
- Banking or bill payment experience is required
- Experience in negotiating Contact Centre Services contracts and commercial models
How to write Manager, Customer Operations Resume
Manager, Customer Operations role is responsible for training, finance, credit, integration, purchasing, telecommunications, reporting, design, insurance, travel.
To write great resume for manager, customer operations job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Operations Resume
The section contact information is important in your manager, customer operations 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 Manager, Customer Operations Resume
The section work experience is an essential part of your manager, customer operations 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 manager, customer operations responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular manager, customer operations position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Operations resume experience can include:
- Evaluates individual and team performance through quality control measurements including call observations, complaints, compliments and customer experience feedback
- Proven, effective, staff management skills
- Strong judgment, independent thinking, decision-making and problem-solving skills
- Effective mentoring and developed coaching skills
- Excellent presentation, report writing skills and client focus
- Strong leadership, motivational and influencing skills
Education on a Manager, Customer Operations Resume
Make sure to make education a priority on your manager, customer operations resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your manager, customer operations 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 Manager, Customer Operations Resume
When listing skills on your manager, customer operations 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 manager, customer operations skills:
- Define and set priorities for customer and employee experience
- Solid understanding of operations and the supply chain domain
- Develops discipline/departmental plans, including business, production and/or organizational priorities
- Manage the department workload and priorities and ensure adequate staffing coverage for each specialization area
- Ensure employees have the necessary tools, training and soft skill development to be successful
- Level of education and/or equivalent, relevant experience
List of Typical Experience For a Manager, Customer Operations Resume
1
Experience For Market Manager, Customer Operations Resume
- Serve as an escalation point for customer reported issues or customer initiated escalations. Coordinate escalation internally with designated product support managers and notify senior management as needed
- Provide guidance to team personnel with the handling of customer problems, issues, questions, and concerns that are of a more challenging nature, meeting or exceeding customer expectation
- Manages staff activities, assessing/assigning work; training and making the appropriate decisions regarding hiring, salary changes, discipline and termination
- Provide coaching, mentoring and training to employees as needed
- Control budgetary spending within department budget guidelines and manage accurate project time reporting
- 15 % Conduct quality monitoring of team interactions
- Conduct employee performance evaluations using Syniverse’s Performance Management system and guidelines
- 15 % Coordinate and develop support plans for existing and new products and services with the various internal departments
2
Experience For Senior Manager, Customer Operations Resume
- Generate both internally and externally requested reports, files, output to support problem resolution, billing issues, and new revenue generation
- Support the continuous improvement objective by assisting with identification, development and integration of process improvements
- Act as the Subject Matter Expert or resolution gateway for the team for all escalated issues
- Identify and communicate employee objectives and accountabilities
- Participate on product and project teams as needed
- Foster teamwork and positive attitudes within customer support and across functional departments
- Review and analyze metrics for all operation related support functions across multiple business units, customers and customer programs, identify and implement changes to improve services levels and performance
- Perform ongoing analysis and provide information to senior management to support ongoing management and critical decision making, and perform reporting requirements for customer metric and SLA reports, and quarterly business reviews
3
Experience For Senior Manager Customer Operations Resume
- Responsible for conducting regular meetings with the management team to drive detailed forecasting efforts across the business, and managing the delivery of required forecast data to the finance team
- Responsible to support business operations across multiple business units, including forecast management, reporting and analysis, invoicing and business planning & analysis
- Utilize excellent process knowledge to ensure processes are aligned and comply with all legal contractual and financial controls across multiple business units and customers
- Provides leadership and support to the team to explore, identify and implement new or revised processes and tools
- Responsible for developing and managing effective operations. Effectively utilize key systems, establish Best Practices, and support leadership and sales teams. Works directly with field resources and management to ensure the timely and effective management of customer documentation
- Resolves escalated internal, customer and supplier related issues, and performs root cause analysis and takes action to correct root cause issues
- Works directly with customers and partners to establish new and enhance existing programs and to address and resolve issues impacting performance and customer satisfaction
4
Experience For Manager Customer Operations Resume
- Prepares for, conducts and participates in operations, supplier and customer business reviews
- Works with customers and supplier partners on development of processes, changes to programs, and identify areas of mutual improvement
- Serves as mentor to staff and management across all process areas
- Establishes employee performance plans and conducts quarterly employee reviews
- Seven years of progressively more complex and responsible related work experience which includes success in a lead or supervisory area of responsibility in customer support or similarly related process activity arena that demonstrates the ability to meet the identified job responsibilities
- The empowerment to make a positive impact in your local community
5
Experience For Category Manager Customer Operations Resume
- A commitment to career growth and development with the ability to lead and mentor others
- Responsible for monitoring the performance of all work to ensure the most effective utilization of resources. Coordinates with supply chain departments to plan, forecast and schedule work that assists in managing logistics for material requirements
- Develops relationships and exchanges information with the communities served. Assists in developing community account plan and plays a key role with community relations as described in the plan. Represents the company on key leadership boards and committees
- Possesses working knowledge of company labor agreements to ensure proper negotiation and implementation of work rules. Within this area is the need to be able to maintain a solid working relationship with union leadership
- Responsible for managing local environmental issues. Acts as primary contact and interfaces with environmental staff on environmental issues directly related to the supervisor’s assigned geographic area. Ensures that no Notice of Violation’s are issued against the company in the assigned geographical area assigned
6
Experience For General Manager Customer Operations Resume
- Contribute, drive and lead on global initiatives e.g. Change management; Subject Matter Expert Committees; SOP Review Committees; Retention, Engagement, training, processes etc
- Actively develop, lead and implement plans for measuring and improving employee engagement ensuring global consistency. Maintain open and regular communication with direct reports to ensure a supportive working environment
- Initiate, lead, implement and support operational decisions in collaboration with senior management. Ensures financial project performance through oversight of key performance metrics (revenue, direct costs, time-sheet costs, utilization and realization). Act as mentor and coach to less experienced service operations managers as appropriate
- Direct project resource assignments staff hiring; terminations; training in collaborations with senior management
- Manage and support the team to ensure project KPI’s are being met and support the team in resolving any client related issues
- Attendance and contribution at client meetings where appropriate. Provide support in delivering client-focused solutions in line with IQVIA business models
7
Experience For Associate Manager, Customer Operations Resume
- Ensure direct reports are cross trained on Lifecycle Safety service offerings as needed; monitor and develop training plans; identify training and development needs of staff in collaboration with Lifecycle Safety senior management
- Direct, lead and encourage direct reports in continuous improvement of department work processes, procedures and infrastructure. Instruct and lead direct reports in efficient management of project budgets through effective timesheet reporting. Work closely with other managers
- Ensure that staff have been trained on and are following required Standard Operating Procedures (SOPs), Good Clinical Practice (GCP), Good Pharmacovigilance Practice (GVP), FDA and ICH guidelines and regulations, Working Instructions and project instructions as required
- In-depth knowledge of Lifecycle Safety service lines and/or willingness to increase knowledge across Lifecycle Safety service lines and develop new skills
- Proven ability to achieve results autonomously through communication, facilitation in a matrix service delivery environment with shared accountabilities
- Achieve results through communication, facilitation in a matrix service delivery environment with shared accountabilities
8
Experience For Manager, Customer Operations Resume
- Call center metrics
- A generous salary
- Collaborate with other managers to address problem areas, departmental resources, work scheduling for current and projected projects, staffing needs, equipment needs, and projected peak workloads, ensuring global consistency. Monitor, assess and report utilization of staff. Identify and implement solutions for poor utilization of staff, ensuring global consistency
List of Typical Skills For a Manager, Customer Operations Resume
1
Skills For Market Manager, Customer Operations Resume
- Experience in customer service, supply chain, logistics or similar function in a pharmaceutical environment required
- People management experience in Customer Service, Logistics or Supply Chain
- IT experience – Advanced expertise in Microsoft software packages
- BA/BS in Business, Operations or related field; or equivalent experience
- Experience preferably in high tech industry
- Extensive knowledge and experience in the Quote to Cash process
- Create process excellence and drive it across functional areas to enable an unrivaled customer and employee experience
- Developing and implementing on-going communication programs with customers and company employees
- Coaching and leading team to achieve or exceed performance goals
2
Skills For Senior Manager, Customer Operations Resume
- Directing all policy for operations. Working with facility General Managers to communicate and implement policy to all teammates and contractors
- Drive talent excellence across all teams motivating, aligning and retaining the talent required for service excellence and build internal talent pipeline
- Ensure the CCC team has the right level of representation to meet the customer requirements through planning, training and communication
- Manager is responsible for leading the SPD Customer Operations on-boarding and support teams
- Establish and execute sustainable objectives that result in achieving or exceeding goals
- Development and execution of timely customer resolution leveraging technology, cross-functional partnerships and process improvements
- Level of authority and latitude in making decisions
3
Skills For Senior Manager Customer Operations Resume
- Responsible for managing all aspects of order management and customer service
- Develop and document standardized processes and service levels. Maintain staffing model to meet business goals and requirements
- Drive continuous improvement initiatives through LDM and problem solving
- Accountable for the performance and results of multiple related teams, working with leaders to identify improvements in the discipline/department
- Lead, evaluate and develop a team of salaried and hourly employees to provide best in class customer satisfaction
- Maintain industry best practice metrics for call and email volume and resolution
- Possess extensive knowledge of internal processes and have the ability to work collaboratively to drive resolution of customer queries and disputes
- SLA for activities related to customer requests
4
Skills For Manager Customer Operations Resume
- Employee development and satisfaction
- Exceptional ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
- Further your career within a multinational company
- Gain Knowledge of Global Procurement
- The ability to lead, develop and motivate a complex virtual team, and ensure the successful delivery of financial targets
- The ability to consult with local markets and provide specialist advice on how to improve their business model
- Know how to leverage Vodafone’s global scale and scope with Global Supplier Panel
- Work independently and/or amount of direction needed
- Scope and complexity of work
5
Skills For Category Manager Customer Operations Resume
- Works colloboratively with other Customer Service and Customer Operations Leaders
- Acts as a key stakeholder and subject matter expert for strategic projects within the Customer Service department
- Supply Chain / Logistics Qualification
- Works colloboratively with other Customer Operations Leaders
- Supports new business opportunities and partners with cross functional teams to ensure the flawless execution of programs
- Acts as a key stakeholder and subject matter expert for strategic projects within the Customer Operations department
- Partners with AR and Operations Leadership to ensure allignment in business decisions
- Establish partnership and alignment across multiple business units to ensure customer accounts are set up to meet service level agreement, product eligibility is updated based on class of trade, and all licensures updated according to Quality and Regulatory compliance measures
6
Skills For General Manager Customer Operations Resume
- Demonstrated ability to lead projects to completion by due dates, manage and communicate change, positive change management to support business initiatives
- Coordinating and managing all assigned functions within the Business Unit to assure contract compliance and performance to customer and Company standards and expectations
- Initiating and maintaining a good working relationship with the customer. Responding to customer questions and inquiries in a prompt, courteous and effective manner. Communicating with management on customer service topics and general feedback
- Directing the efficient and cost-effective start-up of operations including: monitoring and maintaining contract schedules and deadlines and directing and overseeing on-site installation adjustments as necessary
- Making recommendations to senior management and the customer on programs and systems to improve start-ups and contract performance
- Assuring that all teammates/contractors adhere to contract safety and quality procedures. Assisting in maintaining the security of the building and conducts all activities in a manner that promotes a safe environment. Insuring operations are in compliance with all Federal, State, Local and Company regulations/policies
7
Skills For Associate Manager, Customer Operations Resume
- Monitoring and maintaining the success, accuracy, current status and operational effectiveness of implemented plans, policies and operating procedures and the accurate preparation and distribution of all necessary status reports and records regarding warehouse operations
- Assuring security systems are implemented and maintained at the facility in accordance with the customer and company loss prevention policies and resources
- Working Knowledge of CHEP Systems (SAP, Business Warehouse, BluView, MyCHEP)
- Understanding of Order Management and distribution processes
- Manage the Worldwide Renewals orders processing (support and subscriptions) Customer Operations Team
- Responsible for ensuring that appropriate level of order review is obtained within current fiscal period
- Manage requests from internal and external auditors during quarterly and annual audits periods
8
Skills For Manager, Customer Operations Resume
- Note: This job is covered by the Department of Transportation regulations on drug and alcohol testing
- Participates on companywide teams to ensure company continuous improvements are aligned with the voice of the customer
- Engages with the business development team to help secure new business
- Manage quarterly close process to ensure orders are processed completely, accurately, and on time
- Partner with Renewal Sales Team to review forecasted transactions, order status, open issues as well as defining processes for new programs to insure smooth transaction of orders
- Oversee testing and drive adoption and enablement of technology within the Customer Operations Renewal team
- Act as an escalation point for both the customer and internal teams across Sales, Support, Services, Legal, Revenue and Credit & Collections
- Business process owner to lead projects and collaborate with Finance and non-Finance members both locally and globally to drive efficiency and automation
- Call Center Environment (desirable)
9
Skills For Market Manager, Customer Operations Resume
- Exposure to ININ and Esker (desirable)
- A dynamic work environment
- Interacts well with airport community and management
- Presents AA in a positive light
- Responsible for 24 hours a day, 7 days a week, electric emergency response in an assigned geographic area. This includes assessing risks and costs, determining labor resources, assisting in managing callout procedures and monitoring performance measures for employees involved with emergency response
- Define and deliver operational objectives that support organizational strategies
10
Skills For Senior Manager, Customer Operations Resume
- Develop service excellence targets and ensure they are reflected in KPI’s
- Set clear standards and expectations across all customer operation teams
- Deliver revenue through lead generation initiatives
- Drive customer loyalty through a combination of service excellence, people selection and employee empowerment
- Establish and maintain customer satisfaction
- Ensure we have the expertise needed to drive service excellence
- Establish and maintain a consistent Voice of Employee routine (VOE) for customer operations
- 60 % Manage Customer Operations staff and resources to provide customer support in a manner that provides a high quality of customer satisfaction
- Manage team members to ensure they meet departmental objectives for first-level response and resolution goals
Related to Manager, Customer Operations Resume Samples
Customer Operations Analyst Resume Sample
Work Experience
• Related customer support experience, project management experience or business experience
• Command of customer's environment (economic, political, cultural)
• Communicate effectively with all levels of customer (engineering to executive)
• Command ...
Professional Skills
• Strong technical gap analysis skills and c...
• Strong interpersonal skills, and good comm...
• Proficient interpersonal skills; skilled a...
Customer Operations Manager Resume Sample
Work Experience
• Advancing the Customer Relationship - proficient
• To leverage our operating model both internally and externally by aligning with EMEA Distribution, Italian Sales, Italian Demand Planning, EMEA Customer Logistics, logistic service providers and customers providing optimum service at competitive co...
Professional Skills
• Excellent communication skills at all leve...
• Strong teaching skills, ability to present...
• Excellent leadership and interpersonal ski...
Know Your Customer Resume Sample
Work Experience
• Align operational procedures and processes with AML Program objectives to mitigate the enterprise’s exposure to money laundering risk. Provide input on the design and implementation of policies, procedures and processes utilized within Financial Intelligence
• Maintain current, detailed knowledge o...
Professional Skills
• Proficient in English: strong oral and wri...
• Has exceptional organizational, planning a...
• Experience in financial services or relate...
Customer Loyalty Resume Sample
Work Experience
• Follow up and cultivate Marketing generated leads to determine opportunity and viability
• Develop new business by prospecting via telephone, email and social media to qualify and cultivate new customer relationships
• When possible, close the new sales opportunity with the e...
Professional Skills
• Excellent written and verbal communication...
• Demonstrated record of strong persuasion s...
• Excellent rapport building telephone commu...
Digital Customer Experience Resume Sample
Work Experience
• Think strategically and to connect the dots to the bigger picture, while very comfortable diving into the details required to ensure successful execution
• Demonstrated experience with the adoption of technology and the impact to G2M models and organizational structures
• Exp...
Professional Skills
• Superior judgment, team building, budgetin...
• Well developed PC skills (Word, Outlook, E...
• Experience in consulting and/or start- ups...
Customer Leader Resume Sample
Work Experience
• Define the quality strategy for specific customer portfolio
• Partner with the Operations team to drive fleet improvements (Loss of Production, Unavailability, Trips) and increase customer experience (CX Score)
• Provide leadership to a cross-functional team in Field Services...
Professional Skills
• Measurement system establishment experienc...
• Demonstrate best in class skills in accoun...
• Responsible for reaching goals/objectives ...