Manager, Customer Support Resume Sample
Lela Hane
645 Blanca Tunnel,
Los Angeles,
CA
+1 (555) 217 9768
Work Experience
Manager, Customer Support
04/2018
-
PRESENT
Boston, MA
- Work flexible shifts including nights, weekends and holidays
- Leads, inspires, and directs team. Monitors and directs daily workload activities to meet business objectives and drive best in class customer experience. Represents the company professionally, ethically and morally at all times. Ensures a high level of liaison within department and other departments & staff to ensure co-ordination of activities and understanding of common goals
- Resolves escalated issues from customers and internal teams to improve customer experience
- Work with management team to continually evaluate team structure and tools in effort to support exceptional customer service and efficient processing
- Identify and recommend process, policy and system improvement to optimize accuracy and efficiency that can be executed locally within region whilst adhering to global corporate requirements
- Responsible for understanding and ensuring employees follow corporate policies and procedures including, but not limited to department specific, SOX and Quality compliance requirements
- Ensures that employees record timely and accurate transactions within our CRM, ERP or other systems. Including accurate, timely backlog management to meet business requirements and metrics
- Technical support of pumps and systems related-product and applications to include HVAC, plumbing, district heating and cooling, and domestic hot water recirculation, machine design relative to impellers, shafts, couplings, bearings, and lubrication, and electromechanical systems and motors, starters, controls and VFDs
- Review and analysis of detailed specifications and industry standards for commercial and industrial applications
Manager Customer Support
03/2012
-
02/2018
New York, NY
- SAP SD, BW and CRM system, MS Excel, product sizing software and CAD software
- Leading and managing technical teams
- B2B customer service/relations within operations, engineering, manufacturing or production industry
- Responsible for output, mentorship, evaluations, conflict resolution and recognition of the staff to maintain highly motivated and engaged employees
- Established best practices for automated and direct consumer responses for social gaming
- Resolve escalated customer disputes, requests for refunds and Better Business Bureau complaints in a timely, professional, responsible fashion
- Crafts the tone for both automated and direct responses to help heighten the level of customer satisfaction
- Research and apply new methods to improve and cultivate the customer’s support experience and satisfaction
- Communicate with other departments to prevent issues from arising, document, track, and follow-up on existing problems and ensure that Customer Support needs are met
Manager, Customer Support Upgrades
05/2007
-
12/2011
Dallas, TX
- Oversee moderation of Facebook fan pages, Google Play Store, and iTunes Marketplace review pages
- Responsible for management of all strategic customers in North America, Latin America, Japan and certain European accounts
- Manage Customer Support Supervisors and their direct reports
- Business process owner for Arconic business systems relating to customer support
- Coordinate with Site Quality and Handle audits at all sites - BSI, AS9100, etc
- Update and approve all sales & customer support procedures and work instructions
- Responsible for all ASAT requirements pertaining to Customer Support group and ensuring that the testing is completed, as required, as well as for all requests received from sites
- Approve all new customers account creations. Approve Credits issued to customers. Coordinate with Arconic Credit Department on past due invoices and resolve issues
Education
University of Phoenix - Franklin Learning Center
2002 - 2006
Bachelor's Degree in Business
Professional Skills
- Proficient Computer Skills: Microsoft Office365, Microsoft Dynamics365 with advanced Excel skills
- A strong managerial “toolkit” of emotional intelligence, influencing skills, and data analytics
- Think Strategically – at all altitudes, short and long with excellent problem-solving skills
- Highly Desired Experience and Skills
- Managing a broad scope of day-to-day operations and proven experience in building high performing., and highly engaged teams
- Meeting organization skills, including facilitating large group meetings
- Experience in a customer support role, including 5+ years of experience in management capacity, preferably with gaming industry
How to write Manager, Customer Support Resume
Manager, Customer Support role is responsible for customer, leadership, microsoft, organizational, training, computer, excel, telephony, shipping, payroll.
To write great resume for manager, customer support job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Manager, Customer Support Resume
The section contact information is important in your manager, customer support 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 Support Resume
The section work experience is an essential part of your manager, customer support 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 support 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 support position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Manager, Customer Support resume experience can include:
- Oversee process for: Intermediary Process, Quote & Order entry turnaround, IMEX Requirements, Maintain Resale Tax certificates for U.S. Customers, Maintain Authorized Distributor Matrix, Maintain files/records of LTA'S/Contracts
- Good communication & leadership skills is required
- Experience in directly managing a team of support professionals, with a proven track record of achieving department KPI’s
- Network/system navigation skills such as getting to FTP directories, accessing systems thru remote desktop or VPN
- Have superb data monitoring, analysis, and manipulation skills
- Clear, outstanding telephone skills and consistent projection of a positive image to internal and external customers
Education on a Manager, Customer Support Resume
Make sure to make education a priority on your manager, customer support 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 support 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 Support Resume
When listing skills on your manager, customer support 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 support skills:
- Excellent communication skills, both written and verbal, and experience fostering regional and global alignment
- Strong people management, leadership, interpersonal, coaching, organizational, skills combined with the ability to lead large teams
- Exceptional verbal and written communication skills, and the ability to build strong rapport with all levels of the organization
- Excellent computer skills (MS-Office, Oracle ERP)
- Manage and develop individuals to ensure that the balance of skills and experience within the team meet on-going business needs/objectives
- Have exceptional leadership skills, with 3+ years of management experience
List of Typical Experience For a Manager, Customer Support Resume
1
Experience For Manager Customer Support Resume
- Excellent organization, time management, communication skills and attention to details
- Excellent verbal and written communication skills along; able to make presentations to all levels of internal and external management
- Strong communication and people advocate and management skills
- Business experience in Customer Support environment with 3+ years demonstrated Management or leadership experience in a Call Centre Environment
- Network/system navigation skills such as getting to FTP directories, accessing systems thru remote desktop or VPN ideal
- Successful prior experience of working autonomously, ideally in a fast-paced, US-headquartered business
2
Experience For Senior Manager, Customer Support Resume
- Demonstrated experience in program management procedures and techniques
- Prior experience in the air ambulance industry and familiarity with its requirements
- Partner effectively with other business units
- Proven ability to collaborate and build strong relationships with customers as well as team members
- Experience, with at least 1 years' managerial experience
- Consistently coach, mentor, and develop skills of CSC Analysts
- Update Skills Matrix
- Understanding of customer applications, priorities, and sensitivities
3
Experience For Manager, Customer Support Upgrades Resume
- Identifying and implement any opportunities to be cost effective
- Make suggestions for increasing process effectiveness and improving the quality of services from the team
- Experience managing or leading 2 or more professional staff members
- Background and experience in aircraft modifications and product manufacturing
- Extensive product knowledge based on technical education or training and experienced with simulation products
4
Experience For Assistant Manager Customer Support Resume
- Extraordinary listening skill
- Experience with Workforce Management and managing toward service level KPI’s
- Experience of Salesforce service cloud would be an advantage
- Conduct effective performance evaluations and reviews on yearly basis
- Ensures Service Representatives demonstrate proper protocol in dealing with internal and external customers
- Payroll/Payroll Tax experience preferably in a large, multi-state environment in a leadership capacity
- ITIL Service Management knowledge and experience of best practices
5
Experience For Manager, Customer Support Center Resume
- Have excellent written and verbal communicator
- Human Capital Management support experience
- Management experience in the Software as a Service industry
- Knowledge or experience with the downstream petroleum industry
- Demonstrated aptitude for change and continuous improvement
6
Experience For Senior Manager Customer Support Resume
- Managerial or equivalent leadership experience within a software support center environment
- Project management experience
- Previous leadership or management experience in customer service, order management, field support, or similar role
- Customer service or related experience
- Efficiently regulate and prioritize tasks for oneself and several employees
7
Experience For Senior Manager, Customer Support Services Resume
- Coach, develop, and offer actionable feedback to managers to help cultivate some of the strongest leaders across the company
- Great attitude and work ethic. Strong team player
- Experience with PointClickCare Financial and Clinical Application (flexible)
- Experience with Knowledge-Centered Support (KCS)
- Organizing staffing, including shift patterns and the number of staff required to meet demand
- Reviewing, approve, carrying out controlling changes to customer’s environment to further stabilize their systems
- Developing strategy for continuous improvement
- Delivering a customer centered philosophy
- Discovering creative solutions to problems
8
Experience For Workforce Manager Customer Support Resume
- Mentoring the Customer Support team members
- Providing leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text
- Working with Human Resources on HR operations and recruitment activities
- Working cross-functionally to drive visibility and collaborate on process improvement, customer engagements, escalations and local business objectives
- Understanding of Costpoint and Cobra business systems
- Reviewing application issues at regular intervals with other key departments such as Product Management, Development and Technical Services
- Providing all MTU Product Support related services in the capacity as Customer Service Manager in the area of responsibility assigned to him
9
Experience For Manager Customer Support Speci Resume
- Maintaining up to date knowledge of industry developments to provide input into the strategy of the Consumer Services Customer Service group
- Participating in Human Resource activities such as hiring, performance management, training, etc
- Developing standard operating procedures for the Open Text Customer Support team
- Ensure proper resource utilization including recruiting, hiring and training; ensure work environment, including
- Maintains customer satisfaction by providing problem-solving resources, reviewing customer complaints and tracking complaint resolution
- Manage the growth of the team including forecasting, budgets, hiring and onboarding
- Have a track record of achieving results by goal setting, delegating and collaborating
10
Experience For Project Manager, Customer Support Resume
- Collaborate with field sales, marketing, warehouse, training & education, accounting, and returns department
- Involvement in recruiting, onboarding and training of new EMEA Customer Support team members
- Responsible for hiring, coaching, and leading a team of customer support representatives to meet company SLA and performance standards
- Responsible for managing, monitoring, and maintaining satisfactory delivery of departmental Key Performance Indicators
- Have a history of self-starting, setting goals, and knocking them out of the park
List of Typical Skills For a Manager, Customer Support Resume
1
Skills For Manager Customer Support Resume
- Demonstrates advanced understanding of operations metrics and purpose.Demonstrates advanced understanding of company mission and Greenway Health products
- Superb data monitoring, analysis, and manipulation skills
- Superior communication, presentation and negotiation skills through previous interaction with customers and peers
- Demonstrated ability to get work done through others with effective Leadership
- Demonstrated ability to manage multiple priority projects
- Effectively lead, plan and execute on projects, issues and process improvement
- Effectively influences and gains buy-in from stakeholders across the company to develop customer-centric initiatives
- Leadership and subject matter experience in HCM consulting, SaaS Support, and/or Managed Services with a strong concentration in Australian payroll
2
Skills For Senior Manager, Customer Support Resume
- Comfortable working in a pre-sales and project capacity and exhibit exemplary presentation skills
- Working knowledge and experience with FDA cGMPs/QSR and ISO Quality System requirements
- Overseeing the operations of the Open Text Customer Support team. This encompasses time management, issue prioritization, and policy compliance
- Working with department peers and team members identify process and procedure opportunities to continually enhance and improve the customer experience
- Demonstrated ability to drive team results through coaching, developing and mentoring
- Adept at handling customer escalations, as well as building out sustainable processes for improving customer experience
- Experience recruiting, coaching and developing team members
- Strong passion and interest in interactive media, mobile industry, emerging technology and a dedication to continuous learning
3
Skills For Manager, Customer Support Upgrades Resume
- Experience supervising or managing a team
- Experience in a customer support role where tracking and reporting issues and status of resolution were involved
- Experience training end users using new or modified software
- Experience using Microsoft suite including: Word, Excel, Outlook, Power Point, etc..
- Proven track record managing teams and driving process improvement initiatives
4
Skills For Assistant Manager Customer Support Resume
- Experience providing service to multiple customers using modern support contact channels, such as chat, self-help, etc. is required
- Experience working successfully in a rapidly changing environment
- Responsible for financial decisions in line with Region Manager authority for expedite shipping costs and approving free goods orders
- Experience developing and managing teams of supervisors or managers
- Experience working in call center or support environment
- Experience in phone sales, technical support and/or training
- Experience leading a team
- Excellent Team leader and innovative thinker capable of making trade off decisions that best represent the customer and business needs
5
Skills For Manager, Customer Support Center Resume
- Self-starter with a demonstrated ability to work independently while serving in a team environment
- Industry related work experience in ecommerce, retail, gift card, pre-paid or transaction processing related products
- Contact center experience including ownership of entire site
- Experience working with Bally related software
- At least five years experience managing an outsourced customer services contact center or a combination of both insourced and outsourced
- Demonstrates advanced understanding of internal systems and is proficient in their use
- Demonstrates advanced understanding of operations metrics and purpose
- Demonstrates advanced understanding of company mission and Greenway Health products
6
Skills For Senior Manager Customer Support Resume
- Experience using Salesforce.com, phone/email/chat platforms, fulfillment systems, knowledge bases, Microsoft suite of business products, Google
- Develop a solid understanding of supported SPS Commerce products and the technicalities of these
- Three or more years leadership experience, direct or indirect, specific to a customer facing, care oriented organization
- Experience with incident management (e.g. outages) and customer/stakeholder communication during such events
- Provide excellent customer service using the communication methods designated by Relativity
- Presentation experience (large and small)
- Intermediate experience with Microsoft Office (particularly excel), as well as SAP, Salesforce.com, Antura (project management tool)
7
Skills For Senior Manager, Customer Support Services Resume
- Provides Input for Level 3 item prioritization
- At least three years experience as a manager of a problem-solving team, of at least six people
- Experience supporting a Customer Service organization that directly communicates with customers, typically via telephone, email and live chat
- Prioritize your own work and the overall tasks of the team
- Proven ability to solve problems quickly
- Overseeing the operations of a Technical - Customer Support team. This encompasses time management, issue prioritization, and policy compliance
- Demonstrated Strategic competencies
8
Skills For Workforce Manager Customer Support Resume
- Extensive experience with ERP systems such as QAD
- Experience in a technical capacity related to the computer field, customer service, or casino operations
- Responsible for continuous improvement initiatives to increase productivity and effectiveness of group
- Develops department processes and procedures to ensure excellent service levels are achieved and maintained
- Key Contributor of product and process improvements to ensure a delightful customer experience
- Partners cross-functionally with other departments to solve issues in the customer experience
- An exceptional leader with 3+ years of management experience
9
Skills For Manager Customer Support Speci Resume
- Builds and maintains good working relationships with sales organization and peers; works collaboratively. (Builds People, Teams & Organizations)
- Experience in dealing with high volume payroll (circa 3,000) customer employees
- Experience in managing all stages of the HCM cycle: assessment, design, standards, variance analysis, implementation and delivery
- Developing customer support team through interviewing, hiring, assessing performance, coaching and giving feedback
- Raising pick slips against customer orders and ensuring dispatches on same day as per customers’ expectations
- Operating knowledge of client base, including customer requirements, trends and future directions
- Working knowledge of Microsoft office products, and reporting tools such as Tableau and Zendesk
10
Skills For Project Manager, Customer Support Resume
- Establishing and delivering the customer support, and sub-national negotiation operational plan aligned to each business unit’s needs
- Defining SLA’s both externally and internally to suit business needs and ensuring these are measured and adhered to
- Working with the Customer Support Manager and peers to develop proactive strategic planning to provide the teams with all required resources
- Setting and reporting on team goals
- Providing mentoring and leadership to the teams as required
- Working knowledge of web and mobile technologies
- Looking for a long-term career in customer services management
- Mentoring Customer Support Managers and team members
- Delivering high customer support satisfaction results
List of Typical Responsibilities For a Manager, Customer Support Resume
1
Responsibilities For Manager Customer Support Resume
- Acting as the Vice President’s representative at various meetings and functions and participating, as time permits, on special projects as directed by the Vice President, CS
- Acting as the President’s representative at various meetings and functions and participating, as time permits, on special projects as directed by the Vice President, CS
- Drive resolution and timely closure of non-performance issues against agreed SLA’s and manage remediation efforts for areas of systemic non-performance including appropriate escalation if needed and generation of status reports to senior management
- Good and professional communication (fluent spoken and written English), interpersonal and leadership skills with assertiveness
- Assists in creating and driving promotional programs and develop cross-sell/up-sell skills of team
- At least five years effectively leading a team or department
- Strong aerospace industry knowledge and experience desired
2
Responsibilities For Senior Manager, Customer Support Resume
- Management experience. Good knowledge of Customer Service / After Sales matters
- Administrative experience formally coordinating the activities of a department
- Motivate the team to deliver world-class customer experiences
- Reassign team member priorities as directed by WFM to resolve issues such as high wait times
- Inside Sales/Customer Service experience in a manufacturing environment
- Experience with OEM & Distributor accounts
- Providing leadership and facilitating open communication between Product Specialists within the group and other departments within Open Text
- Responsible for regional growth planning, staffing, and hiring strategy
3
Responsibilities For Manager, Customer Support Upgrades Resume
- Has a history of self-starting, setting goals, and knocking them out of the park
- Implement innovative staffing and scheduling models for guaranteed coverage while maintaining reasonable costs
- Make decisions around growth planning, staffing, and hiring strategy
- Comfortable handling multiple issues, i.e. multi-tasking – including escalation management
- Assist in developing and maintaining department budget
- Participate in planning and implementing service sales strategies and goals
4
Responsibilities For Assistant Manager Customer Support Resume
- Works closely with CBT leaders to ensure business policies, objectives, and strategies are achieved including managing communications with assigned customers
- Directs 24/7 call center operation handling high call volumes and order processing through multiple channels – phone, fax, EDI and eBusiness
- Manages Customer Support Supervisors with teams handling consumables and capital accessory orders, inquiries, pricing, availability, and service dispatch
- Creates and maintains staffing work schedule, including evenings, weekends and holidays
- Ensures customer commitments are being met by reducing the overall demand for customer support
- Passionate about building high performing teams
- Increase the team’s process and business knowledge/understanding enabling higher levels of performance productivity and efficiency
5
Responsibilities For Manager, Customer Support Center Resume
- Provide consistent reporting and KPIs to the leadership team and ensure the team is consistently delivering on business objectives
- Participates in planning and implementing strategies and goals
- Coordinate engineering and manufacturing support for changes and upgrades to fielded systems
- Responsible for recruiting, hiring, and development of staff
- Manage analysis, forecasting, strategic and tactical planning for Support Projects
- Manage customer support and warranty administration for servicing of existing customer base
6
Responsibilities For Senior Manager Customer Support Resume
- Manage and coordinate the development of a customer database including measuring response time with performance metrics
- Workforce Management- Maintain desk coverage to successfully handle overall contact volume, while meeting/exceeding service level goals
- Ensure proper documentation, notification, escalation, tracking and follow-up of all help desk incidents (Performance Reporting)
- Recommend and participate in development and implementation of end user training programs geared to increasing computer literacy and self-sufficiency
- General knowledge of applications, operating systems & networking
- Review and coordinate all incoming customer forms requiring Mgmt. approvals
- Familiarity with using or providing help desk support for a web-based business application
- Are passionate about building high performing teams
7
Responsibilities For Senior Manager, Customer Support Services Resume
- A willingness to expand one's knowledge by learning game-specific issues and fixes for an extensive library of existing products
- Cultivate a culture of engagement, ongoing learning, and high performance
- Monitor and improve team performance, providing leadership, coaching and performance management in collaboration
- Enables sales by positioning solutions to protect Dell Technology product image while identifying sales opportunities
- Liaison with the internal functions including sales, product management, engineering, services, and other functions on behalf of customer needs
8
Responsibilities For Workforce Manager Customer Support Resume
- Work with next level manager while learning to do gap analysis and resource planning
- Ensures the team maintains an expert level of understanding of ShiftWise products, services, and standard operating procedures
- Maintain service to clients according to client driven operating guidelines at a quality level that meets client contract
- Familiarity with using or providing help desk support for a web based business application
- Leads and coordinate efforts on hosting Operator conferences within assigned region and key trade show events
- Leads 1:1s with Technicians and Team Leads for personal development of the team and career pathing
- Approves PTO, timesheets, and reviews using ADP
- Works with Supervisors to ensure team is following department policies and procedures
- Works with Trainer to ensure training reference materials are up-to-date
9
Responsibilities For Manager Customer Support Speci Resume
- Works with Supervisors to develop career planning and talent management strategies
- Actively participates in the review, testing and implementation of new systems/applications
- Provide escalation assistance to team colleagues and other departments as appropriate including out of hours/weekends
- Stay up to date with latest product specifications etc. and assist educating the team on updates, new developments etc
- Collaboration with sales, technology, marketing and implementation teams across SPS
- Regularly perform 1:1s with their employees, conducts performance reviews and career development discussions on an ongoing basis
- Exercises listening and takes a thoughtful approach to internal and external issues
- Provide metrics on the volume and scope of issues coming into the Support team
10
Responsibilities For Project Manager, Customer Support Resume
- Full responsibility for the performance and mentoring of a team of customer support analysts
- Provide timely and accurate Tier1 and Tier 2 application technical support to users of our products while developing expertise to provide Tier 3 support
- Proactively leads problem solving efforts within assigned teams to address gaps in performance
- Leads assigned team in achieving key performance indicators (KPIs) through visual management and countermeasures where appropriate
- Regularly coaches and mentors team members through face-to-face meetings, phone shadowing sessions, and written communication
- Responds to and resolves customer issues requiring management intervention
- Become a subject matter expert of our Customer Support Standard Operating Procedures
- Thorough understanding of contact centre best practices and technologies
- Oversee the MINDBODY customer contact centre in Sydney, providing day-to-day management support and guidance to all Customer Service team members
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