Manager, Customer Solutions Resume Sample
Willis Price
140 Mayert Park,
Detroit,
MI
+1 (555) 256 9134
Work Experience
Manager, Customer Solutions
07/2017
-
PRESENT
Philadelphia, PA
- Leadership and coaching to motivate and develop individual CSO performance on the service team by
- Ensuring all CSOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. CSO PARs and one-on-one discussions to be completed by the Manager with Senior Manager final sign-off
- Reviewing CSO customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions
- Regularly scheduling one-on-one coaching with CSOs to recognize success, help overcome obstacles and set focus
- Leading team meetings to acknowledge positive results, communicate the team’s focus, review the team’s goals and priorities, share best practices, successes and address challenges
- Driving the internal communication process by ensuring the CSOs are aware of business changes, key projects, corporate goals and ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall
- Support new CSOs with onboarding and transition from training to the floor
Manager Customer Solutions
06/2014
-
03/2017
San Francisco, CA
- Having a clear understanding of the Centre’s financial and non-financial goals and digital transformation strategy. Monitoring individual and team results against targets. Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends
- Effectively managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required
- Leading team meetings to acknowledge positive results, providing regular recognition of the CSOs for delivering exceptional customer experencies, and to communicate the team’s focus
- Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year CCC strategy
- Proactively identifying trends among team related to customer satisfaction/retention, CSO’s knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations
- Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services
- Possess advanced skills in the Microsoft Office Suite of applications
Senior Manager Customer Solutions Service
09/2009
-
03/2014
Los Angeles, CA
- Promoting collaborative relationships between the clients' staff, the Conifer project staff and patients
- Motivating team to produce a sustained level of results while under pressure for the length of the project
- Producing a high percentage of cash revenue in the shortest period of time while reducing the accounts receivable
- Independently broadening knowledge of healthcare receivables industry concepts and their appropriate application in regular operations according to company expectations
- Superior leadership and coaching to motivate and develop individual Consultant performance on the service team by
- Ensuring all Consultants have established annual performance objectives that are aligned with the business plans and tracking individual performance against objectives
- Providing relevant feedback and coaching during live call observations, side by desk, one-on-one coaching, group coaching and skill building
Education
University of Phoenix - North Davis Learning Center
2005 - 2009
Bachelor's Degree in Business
Professional Skills
- Previous management/leadership experience required; excellent team leadership, strong coaching and mentoring skills
- Strong management, leadership and proven coaching skills required
- Excellent interpersonal skills with an ability to work effectively with cross-functional teams
- Strong financial analysis and problem solving skills
- Excellent communication, teamwork, interpersonal and customer service skills
- Excellent oral and written communication skills
- Industry experience in a management role. Experience managing large teams is considered an asset
How to write Manager, Customer Solutions Resume
Manager, Customer Solutions role is responsible for coaching, analysis, refining, retail, training, integration, purchasing, reporting, design, research.
To write great resume for manager, customer solutions job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Solutions Resume
The section contact information is important in your manager, customer solutions 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 Solutions Resume
The section work experience is an essential part of your manager, customer solutions 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 solutions 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 solutions position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Solutions resume experience can include:
- Driving the internal communication process by ensuring the Consultants are aware of business changes, key projects, corporate goals and the Canadian Bank Strategy. ln addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Contact Centre as well as customer service overall
- Strong analytical abilities and problem solving skills
- Customer Service and/or Logistics experience preferable with CPG or retail perishable items
- Field agent’s questions and emphasize quality to ensure appropriate member experience
- Collaborates closely with the marketing team to institute effective and creative customer engagement and marketing opportunities
- Provide frequent updates to all stakeholders to keep them abreast of functional performance and resulting customer experience.
Education on a Manager, Customer Solutions Resume
Make sure to make education a priority on your manager, customer solutions 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 solutions 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 Solutions Resume
When listing skills on your manager, customer solutions 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 solutions skills:
- Excel in a fast past, highly volatile environment; effectively managing multiple activities and meeting deadlines
- Strong hands on experience with data management and reporting tools, such as MS Excel, Cognos, Spotfire, etc.
- Superior A/R analysis skills and in-depth knowledge of performance benchmarks and monitoring reports
- Ensuring employee development is a priority for the Consultants through regular PDP discussions
- Good working knowledge of Insurance, Mutual Funds, and Borrowing, is considered an asset
- Good understanding and track records in market insights, business reporting etc.
List of Typical Experience For a Manager, Customer Solutions Resume
1
Experience For Manager Customer Solutions Resume
- Acting as a change agent, leading, motivating and supporting Consultants through changes
- Having a clear understanding of the Contact Centre's financial and non-financial goals and the fiscal year CCC strategy
- Directs and manages the daytoday work of the inhouse support team including scheduling, progress monitoring, and professional development
- Lndependently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends
- Acting as the first level of escalation support for Consultants, resolving issues and negotiating compromises by pro-actively taking over a customer call (service recovery conversation/complex case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members
- Ensuring that every customer experience is consistent with the Contact Centre's service standards and providing value-add customer service through leading by example
- Pro-actively identifying trends among team related to customer satisfaction/retention, Consultant knowledge, productivity, etc. and bringing forward to the Director with recommendations. Working in collaboration with other Managers to ensure the National Support Line (NSL) is delivering a consistent service experience across the business
- Ensuring that all targets are met or exceeded, by yourself and Consultants, as assigned
2
Experience For Senior Manager Customer Solutions Resume
- Provide feedback to management regarding necessary changes and updates including policies, upgrades and customer care issues
- Actively reviewing the CMS and Verint reports constantly for short, medium and long calls to improve efficiency and create capacity
- Ldentify system issues and enacting back-up procedures as necessary
- Acting as the main point of contact and completing administration for all leaves of absences, shift and schedule changes, retirements, terminations resignations and Flexible Work Option requests
- Develop expertise for available Retailer’s data and third party data sharing tools
3
Experience For Manager Customer Solutions Service Resume
- Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions
- Responsibe for responding to escalated customer issues and complaints
- Coaches team and creating environment to deliver superior customer service
- Proficient with MS Office - Excel, PowerPoint, Word
- Five years of experience within an Insight role with extensive knowledge of quantitative research methodologies; previous work in Customer Experience Management desirable
- Relevant top tier management consulting experience (including Big Four experience) related to sales force effectiveness, sales effectiveness, SPM and CRM, across diverse industries
- Identify and communicate weekly insights on industry trends, retail trends and consumer shopping habits that support the accomplishment of annual objectives for PRUSA and PRUSA’s customers. – 20% of time
- Provide ad hoc analytic support to Team Leads/Regional Chain Managers in terms of scan analyses, pricing, shopper insights and special projects. Communicate weekly insights on industry trends, retail trends and consumer shopping habits to support the accomplishment of annual objectives for PRUSA and PRUSA’s customers. – 30% of time
- Achieve Team System Utilization Target (productivity measure of time agents spend on calls, waiting for calls, and after-call work)
4
Experience For Senior Manager Customer Solutions Service Resume
- Perform daily coaching of team members for productivity and performance
- Achieve Team collection and delinquency roll rates as directed by Client
- Meet Quality Assurance Objectives as directed by Client
- Ensure Attendance Leakage below 5%
- Client required objectives as assigned
- Provide leadership and direction to customer support agents
- Analyze data trends and develop action plans to manage departmental challenges
5
Experience For Team Manager, Customer Solutions Resume
- Be the first point of contact on customer support escalations via email
- Coordinate resolution with appropriate support areas as necessary
- Collaborate and communicate with multiple levels of management as needed
- Analyze available metrics, reports and other information to identify trends and needs
- Successfully execute complex scope of the assigned project(s)
- Act as primary on-site advisor to client
- Establish, implement and monitor operational performance metrics for both client and project team
- Recommend improvements for the organizational structure of hospital departments to significantly raise the level of performance in a changing business environment
6
Experience For Senior Manager, Customer Solutions Resume
- Recognize opportunities for development of business and IT strategies
- Anticipates and successfully articulates solutions to prevent potential financial and compliance liability to the client and Conifer Health Solutions
- Participate in and/or lead meetings with executives of client organizations
- Mastery of multiple Patient Accounting and Electronic Billing System concepts, and their respective software enhancements (i.e. contract management programs, encoding software, etc.)
- Makes decisions regarding staffing, policies and resources
- Arranges Conifer team housing needs
- Expertise in all Revenue Cycle operations and industry best-practices
- Create a motivated team that succeeds in the accomplishment of goals
- Recognize individuals with leadership potential and groom them to assume supervisory-level responsibilities
7
Experience For Regional Manager, Customer Solutions Resume
- Coordinate with off-site component of project, when applicable
- Produces all written communication in a highly professional, business-style format
- Maintains professional and ethical relationships with clients and team
- Develops team members to improve personal performance, in order to meet both individual and company objectives
- Masterfully uses software applications required for daily operations and trains others to do the same: Patient Accounting system, billing system, contract management application, Excel, document imaging, payer websites, etc
- Hands-on experience using the following marketing operations technologies such Aprimo, Workfront, Allocadia
- Determines staff schedules and time-off requests
8
Experience For Manager, Customer Solutions Cus T Resume
- Originate motivational incentive plan
- Direct Reports: Specialist, Revenue Cycle Client Services/Sr. Specialist, Revenue Cycle Client Services, Representative, A/R Collection
- Work with internal and external parties to ensure system and technology needs are in place to support functional responsibility.
- Build consensus and implement case management solutions on a cross-functional basis to improve customer experience related to customer outreach for issue resolution, while focusing on optimizing resolution times.
- Manage the root cause analysis, approves temporary solutions and coordinates documentation and implementation of systematic/long term solutions.
- Actively manage team performance using key performance indicators and focuses on actions that deliver an outstanding customer experience as measured by but not limited to customer surveys.
- Proactively manages the customer cancellation process related to cancellation estimates and charges to ensure they are received timely and reflect the appropriate amount to be charged.
9
Experience For Manager, Customer Solutions Resume
- Oversee ongoing customer relationships for our key account focused on delivering marketing operation solutions around marketing spend management, workflow, and digital asset management
- Lead client engagements and work streams related to marketing process optimization and technology enablement needed to support client marketing transformation efforts
- Identify key operating model improvements across clients marketing organization, process, and technology for client success and contribute to creating a successful client marketing operations roadmap to drive for ongoing opportunities for transformation
- Extensive background in driving marketing efficiencies through marketing technologies including data integration strategy with clients
- Uses data and metrics to drive process evaluation and improvement to increase team efficiency
- Builds and executes customer engagement plans for target growth segments
- Identifies upsell opportunities and works to convert customers to new tools and higher revenue packages
- Trains, mentors and grows team to create a culture of retention and revenue growth
- Fosters an environment that is reflective our Clients environment and expectations
10
Experience For Manager Customer Solutions Resume
- In customer support
- Direct supervision of a team
- Proficient with Microsoft Excel, PowerPoint and web based applications
- Investigates and performs root cause analysis, facilitates issue resolution supporting best in class customer service through: efficient sales order processing, transportation planning, on-time delivery facilitation, and accurate invoice processing
- Initiates and manages communications to key stakeholders (issues, resolve and next steps) throughout the resolution process
- Manages and mitigates wide-scale service disruptions through cross-functional partnership (Brand Teams, Sales, Plants, Quality, Production Planning, Distribution, Trade Accounting) to prioritize customers
- Team management: Effectively recruits, hires, develops, coaches, and mentors team to meet/exceed business' ongoing needs while instilling organizational core values in support of Company's Vision and Mission
- Create customized solutions to improve the customer experience
List of Typical Skills For a Manager, Customer Solutions Resume
1
Skills For Manager Customer Solutions Resume
- Experience managing a large, culturally diverse team
- Experience in Marketing, SFE, or related areas
- Experience in working in a team-oriented and collaborative environment
- Proven ability to strategically influence and motivate others
- Strong knowledge of Scotiabank’s Retail, Small Business and Commercial products and services
- Experience as a team leader in a call center environment (voice or non-voice)
2
Skills For Senior Manager Customer Solutions Resume
- Experience in project management, customer support or customer communication
- Solid knowledge for healthcare industry and business operation process
- Good mindset of customer centricity, innovation and collaboration
- Relevant work experience
- Experience in a complex operational or call centre environment
- Experience as a people manager
3
Skills For Manager Customer Solutions Service Resume
- Identifying and supporting training and developmental needs for Managers and CSOs
- Having a clear understanding and accountability of the Contact Centre’s financial and non-financial goals and the fiscall year CCC strategy
- Ensuring that all targets are met or exceeded, by him/herself, manager and CSO, as assigned
- Ensuring service and support provided by their teams are delivered within established Service Level Agreements (SLA’s)
- Ensuring the team understands the Canadian Banking strategy and Scotiabank’s goals and vision
- Having a clear understanding and accountability of the Contact Centre’s financial and non-financial goals and the digital transformation strategy
4
Skills For Senior Manager Customer Solutions Service Resume
- Superior leadership and coaching to motivate and develop individual CSO performance on the Borrowing team by
- Maintain a team of self-motivated solution driven individuals while developing and embedding a proactive customer centric culture in daily operations.
- Work with marketing, legal and compliance to support customer communications, including customer list coordination.
- Executes and implements strategies related to people, operations and the day-to-day delivery of industry leading customer service by
- Occasionally supporting Sr. Leadership with special projects, as required
- Facilitates presentations to management and client concerning issues, programs or projects
- Responsible for hiring of associates and/or affiliates
- Ensure that all cash is accurately accounted for with supporting documentation and is reported on a timely basis
5
Skills For Team Manager, Customer Solutions Resume
- Ensure that all corporate reporting is correctly completed by established deadlines
- Ensure new customers are set up accurately with requisite key data elements related to metering/telecom installations and tax status implications.
- Participates in the development of transportation processes to maximize operational efficiencies, adding value to process improvements
- Develop proposals as needed and present to Management - to gain support, funding for systems enhancements and customer programs
- Mon, Wed and Fri 2PM-10PM, Tues & Thurs 5PM- 1AM
- Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their Managers and CSOs to be knowledgeable, confident Bankers that focus on first contact resolution and deliver on personalized advice and solutions for our customers
- Ensuring direct and indirect reports are aware of business changes, key projects, corporate goals, and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall
6
Skills For Senior Manager, Customer Solutions Resume
- Building effective working relationships across the teams and with various business lines and corporate functions to better support the business and customers
- Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Guidelines for Business Conduct and any supplemental guidelines or codes of conduct
- Working with Staffing and Recruitment to interview, hire and retain top talent, as required
- Acting as the main point of contact and completing administration for all leaves of absences, shift or schedule changes, retirements, terminations, resignations and Flexible Work Option requests
- Analysis of reporting of results for the teams performance including identifying coaching opportunities
- Regularly scheduled one-on-one coaching with Managers to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, leadership and quality
7
Skills For Regional Manager, Customer Solutions Resume
- Expert customer service experience required
- Ensuring that all targets are met or exceeded, by yourself, Manager and CSO, as assigned
- Bilingual French is required
- Work autonomously combined with the ability to maintain close relationships with other Centre
- Quickly understand and synthesize complex information, identify what’s most important and generate a solution to match that need
- Meet or exceed all published performance standards measured monthly and YTD
- Maintain job discretion and handle confidential information
- Works in a 24/7 fast-paced, dynamic Contact Centre environment
8
Skills For Manager, Customer Solutions Cus T Resume
- Manages a team of approximately 15 Direct Reports (CSOs) to at least meet or exceed customer, operational, financial and people Key Performance Indicators on a daily, monthly or quarterly basis
- Expert knowledge of Scotiabank’s Retail and Commercial products and services
- Progressive and directly related experience in applying Healthcare Business methodology, or the equivalent combination of pertinent education and experience
- Provide thought leadership on complex customer impacting issues, sometimes with limited fact-base
- Resourcefulness to work with limited supervision while managing team members while making rational decisions impacting revenues, customer satisfaction and financial liabilities
- Excellent working knowledge of Microsoft Excel and PowerPoint
- Good knowledge of North American gas and power markets and competitors would be considered an asset
- Knowldge of Retail and Small Business and Commercial products and services is a strong asset
9
Skills For Manager, Customer Solutions Resume
- Ensuring all CSOs have established annual performance objectives that are aligned with the business plans and tracking individual performance against objectives
- Driving the internal communication process by ensuring the CSOs are aware of business changes, key projects, corporate goals and the Canadian Bank Strategy. ln addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Contact Centre as well as customer service overall
- Acting as the first level of escalation support for CSOs, resolving issues and negotiating compromises by pro-actively taking over a customer call (service recovery conversation/complex case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members
- Pro-actively identifying trends among team related to customer satisfaction/retention, CSO knowledge, productivity, etc. and bringing forward to the Director with recommendations. Working in collaboration with other Managers to ensure the National Support Line (NSL) is delivering a consistent service experience across the business
- Ensuring that all targets are met or exceeded, by yourself and CSOs, as assigned
- Contribute to the maximization of the Contact Centre efficiency by
- Establishing annual performance objectives that align with the business plan, and track individual performances. Also responsibility for coaching and holding the managers accountable for undergoing the same process with their team
- Regularly scheduling one-on-one training and coaching with Managers to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, leadership and coaching
- Participating in team meetings with Managers and CSOs to acknowledge positive results, communicate the team’s focus, review the team's goals and priorities, share best practices, successes and address challenges
10
Skills For Manager Customer Solutions Resume
- Ensuring direct and indirect reports are aware of business changes, key projects, corporate goals and ongoing critical changes affecting customers and employees
- Experience working in a Hospital setting and/or Purchasing Group
- Meeting with CSOs on a regular basis to provide additional coaching, guidance and mentorship
- Proactively identifying and providing recommendations to the Director related to promoting customer satisfaction/retention, increasing productivity and reducing costs in the Centre through policy, procedural and systems solutions improvements
- Acting as the main point of contact and completing administration for all leaves of absences, retirements, terminations, resignations and Flexible Work Option requests
- Maintaining a high level of customer satisfaction as directed by Client
- Effectively manage active projects to help ensure that all engagements are delivered at or above client expectations from a breadth and depth of analysis perspective
- Act as the primary point of contact for select large volume client needs in marketing services
List of Typical Responsibilities For a Manager, Customer Solutions Resume
1
Responsibilities For Manager Customer Solutions Resume
- Work together with DBU and Broad Market teams, to provide timely reporting and performance tracking on pre-defined metrics and KPIs, with key findings and recommendations
- Help different teams to understand performance measurement principles and different processes on data collection, data integration and reporting, to achieve better consensus on data/insight driven decision making
- Able to manage different data sources and reporting in well-organized way, and provide easy and controlled access to different stakeholders
- Challenges existing paradigms
- Efficiently manage report/insights generation and delivery, and ensure right and high quality information are provided timely and accurately
- Proficiently use dashboard/visualization tools to simplify business insights, and able to provide ad-hoc detailed analysis based on different business needs
- In depth knowledge of SAP and cross functional responsibilities
2
Responsibilities For Senior Manager Customer Solutions Resume
- Systems (included by not limited to Movemedical and Warehouse Anywhere) - Interact with vendors to ensure appropriate development, training, implementation and maintenance of current and future needs
- To achieve and maintain account loyalty - provide customers with available Allergan programs, best practices and resources to ensure customers success
- Strategic customer visits as required based on internal management and field sales initiatives and approvals
- Contact point for the training of new sales reps on PRM Customer Solutions OTC process - attend regional meetings and new hire training to train reps on customer operations processes
- Customer Solutions advocate for assigned area(s) - Provide support to sales rep & management. Gather feedback for improvements needed to support business and be a SME on all Customer Solutions processes
- Continuous improvement – Streamlining and automation of Customer Solutions processes
- People management and development is probable as team grows
- As requested by field sales and based on internal approval, provide interim account coverage in the field for vacant territories and extended LOA
- Reviewing interactions with customers and completing service recovery when applicable and provide the next level of support to the Manager (e.g. reviewing recorded calls and side-by-side observational calls) and interactions with employees (e.g. participating in coaching sessions led by the Manager) to identify opportunities, systemic challenges/possible solutions
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