Senior Customer Service Resume Sample
Beatrice Kris
1649 Parker Club,
Dallas,
TX
+1 (555) 982 5730
Work Experience
Senior Customer Service Manager
10/2016
-
PRESENT
Philadelphia, PA
- Or above working experience in insurance industry with solid customer relationship management experience of which 8 years at management level
- Patient, attentive to details with good problem solving and organizing skills
- High EQ with flexible working attitude to accept different challenges
- Familiar with MS Word, Excel, PowerPoint and Chinese Word Processing
- Proficient in spoken & written English & Chinese (Cantonese & Mandarin)
- All required Alere programs for compliance
- Completes required educational opportunities and compliance for corporate or company policy
- Order Management (includes Customer Service, Inventory Management & Brand Programs)
Senior.customer Service MMS, Southfield, June
03/2013
-
05/2016
Chicago, IL
- Systems Maintenance (liaison with Genentech IT)
- Product Protection (includes N.A. Counterfeit Prevention Program)
- Operations & Compliance
- Reimbursement/Guidelines of insurances
- Hold revenue, open orders and backorders when applicable to ensure that all orders are processing to Patient Care Solutions standards
- Coaches CSR staff for improved job performance, conducts performance reviews and develops individual performance goals. Works with manager on hiring and termination activities
- Conducts staff meetings and offsite presentations such as Financial Literacy Training and Bank at Work presentations
Senior Customer Service Supervisor
01/2008
-
11/2012
Houston, TX
- Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products. Actively initiates partner referrals when appropriate to client needs
- Motivates and coaches CSR staff to desired production levels
- Actively leads CSR team in implementation of sales programs to generate targeted branch deposit growth
- Works closely with Branch Manager on business customer prospecting / business development, including outside calling
- Process partial and full distributions, systematic payouts, and death claims
- Process a variety of routine policyholder service requests and administrative functions. Tax reporting as required
- Background in healthcare, medical affairs, clinical development and scientific or medical communications field
- Language capability is an Advantage (German, Italian or Spanish)
- High self-awareness and the ability to operate effectively in a multi-cultural and multi-lingual environment, strong communication skills essential
Education
University of Phoenix - Oregon Campus
2003 - 2008
Bachelor's Degree in Healthcare
Professional Skills
- Excellent customer relationship management, communication skills, sales skills, and negotiating skills
- Self motivated professional with excellent customer service and strong working/team building relationship skills
- Strong organizational and time management skills with ability to manage multiple projects and set priorities
- Excellent Leadership and team development skills
- Excellent people skills - diplomatic and customer oriented
- Strong leadership, teamwork, initiative, detail orientation, and problem solving skills
- Strong team-building, organization, communication, and leadership skills
How to write Senior Customer Service Resume
Senior Customer Service role is responsible for customer, leadership, training, negotiation, retail, finance, credit, procurement, recruiting, auditing.
To write great resume for senior customer service job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Senior Customer Service Resume
The section contact information is important in your senior 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 Senior Customer Service Resume
The section work experience is an essential part of your senior 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 senior 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 senior customer service position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Senior Customer Service resume experience can include:
- Fluency in English, excellent communication, interpersonal, presentation, skills with the ability to motivate and inspire large groups of people
- Excellent customer interface and customer focus skills
- Leadership and teamwork skills managing and leading others to achieve positive business outcomes
- Participate in ongoing ARC and other training to update technical skills and knowledge
- Partners effectively with various internal departments (i.e. Supply Chain, Sales, Finance, and Marketing) to achieve defined service levels
- Build strong relationships with teammates, business partners and specialists through collaboration while coaching less experienced peers
Education on a Senior Customer Service Resume
Make sure to make education a priority on your senior 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 senior 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 Senior Customer Service Resume
When listing skills on your senior 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 senior customer service skills:
- Excellent communication and interpersonal skills. Excellent verbal skills and professional telephone skills
- Excellent organizational and management skills that includes the ability to effectively prioritize tasks and delegate responsibilities accordingly
- Strong people management skills, with an ability to create a positive working environment that motivates and develops individuals to succeed
- Strong supervisory and customer service skills
- Demonstrated ability to interact effectively with various roles and business units
- Strong computer proficiency skills (Excel, Word, PowerPoint)
List of Typical Experience For a Senior Customer Service Resume
1
Experience For Senior Customer Service Manager Resume
- Advanced Microsoft Office User skills including, Access, Excel, Outlook, PowerPoint, etc
- Strong understanding of customer supplied forecast information as it relates to the aerospace build rates
- Strong commercial mind-set and business ownership
- Well organized and able to prioritize, multi task and adhere to deadlines while working independently with minimal supervision. ·
- Managing cost centers and fiscal budgets
- Responsible for ensuring timekeeping compliance for team and approving timesheets
- Coordinate with Supply Planning Dept. to prepare shipment tracking report
- Provide leadership and assist in mentoring/training customer Service Account Administrators
2
Experience For Senior Customer Service Supervisor Resume
- Acts as liaison to multiple business divisions and answering questions and providing process direction
- Maintains current knowledge of relevant technologies as assigned, with focus on making recommendations to align them with customers’ evolving needs
- Assist with or conduct training to keep team updated on changes and ensure all required training has been completed
- Set high standard for the team, arrange training & appropriate assignment to improve team competencies in providing quality service
- Consult with Estimator regarding costs and communicates information to customer. Follow estimating procedures for review/approval in various situations
3
Experience For Senior Customer Service Workforce Planner Resume
- Work with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments
- Conducts ongoing needs assessment by meeting with leaders across the business to identify and address gaps
- Act as the interface with various internal stakeholders, such as engineering, finance, sales, sourcing, affiliates, risk, parts, and repairs
- Be responsible for driving fulfillment 5 excellence, including: EHS, Quality, Schedule, Productivity and Cost at assigned customer sites
- Check backorder listing daily and ship product as available, Ensure Call quality and stats are to Goal, including Abandon rate and wait times
- 5 – 7 years successful working in or with customer service teams preferably in an aerospace manufacturing environment
- Team working and cross-functional thinking
- Coordinate with Supply Planning Dept. to prepare necessary documents for logistics arrangements and pass the documents to affiliates’ logistics team
4
Experience For Senior Customer Service Rep-annuities Legacy Team Resume
- Expertise utilizing contact center metrics to evaluate and improve contact center operations
- Acts as liaison between Korry and the customer, ensuring Korry’s best interest
- Basic understanding of U.S. Export regulations (EAR and ITAR) highly desirable
- Develop and manage nimble contact center operations in the Americas region; drives to HTC’s strategies and scales to adjusting customer demand
- Provides weekly service updates to sales account managers and other stakeholders regarding customer measures and action plans to improve
- Escalates concerns as required, offering resolution recommendations
- Prepares and conducts annual performance appraisals according to Esterline’s Performance System and the Company’s Lean Enterprise System
- Assists in monitoring programs and procedures to ensure on-time delivery and with customer problems and projects
- Write technical documents in a clear, understandable style, including standard work instructions, reports, business correspondence, and procedure manuals
5
Experience For Senior Customer Service Associate, Osgli Resume
- Produce milestone updates to assure customer facing tools (advisor, etc.) are correct
- Compile research data to develop training modules and tools
- Ensure compliance with all related CEVA policies, local, state, federal, and ISO requirements pertaining to the business unit
- Provide direct supervision, leadership, coaching and daily direction for customer service representatives
- Provide training for all direct reports to ensure quality service
6
Experience For Senior Customer Service Account Specialist Walmart Resume
- Drives Ecolab leadership model, following 5 E’s
- Embraces the Ecolab culture of putting customers first
- Assists with Mainframe testing for projects or system enhancements
- Reviews individual performance and provides direct feedback to employees regarding performance
- Conducts regular coaching and feedback sessions with team members, and when necessary, prepares and delivers disciplinary actions and recommends terminations
- Screens, interviews, and makes offers to applicants for positions, including internal promotion positions
7
Experience For Senior Customer Service Teller Resume
- A self-motivated & highly dynamic individual who is capable of challenging the status quo
- Understand the fast-changing nature of the industry, can work under pressure & time constraints
- Forecast contact center staffing needs and ensure sufficient resources are hired and available to achieve contractual and other service goals
- Provide information to customers regarding products, processes (software/hardware), and production turnaround times
- Attempt to sell add-on or new services/merchandise to existing and previous customers
- Inform customer of unit prices, shipping date, anticipated delays, and any other information the customer needs
- Enter jobs into computer system/first screen billing
- E-mail or call customer with questions regarding orders, when appropriate
- Refer questions regarding jobs in progress to the appropriate production manager
8
Experience For Senior Customer Service Represent Resume
- Participate in all hiring activities
- Drive culture, planning and execution of change management
- Manage procurement for team's office supplies by ensuring process is in place for non-standard requests
- Prepare and administer budgets and census forecasts. Provide input into the STRAP forecasting for the regions
- Capable of successfully leading a team of 20+ individuals
- Je hebt minimaal vijf jaar relevante werkervaring opgedaan in een soortgelijke functie
- Aantoonbare ervaring met klanten binnen de (Rijks)overheid
- Je hebt relevante ervaring in het onderhandelen en het afsluiten van contracten
- Je hebt een goede beheersing van de Nederlandse en Engelse taal in woord en geschrift
9
Experience For Senior Customer Service Treasury Administrator Resume
- Investigate lost or delayed orders by tracking shipment paths via UPS, FedEx, USPS, UBX Express, Purolator, and Canada Post
- Implement and lead projects by identifying system and workflow improvements to enhance the team's efficiency
- Participate project management process, and support sales to follow up initiatives during project development
- Handle all customer product availability enquiries. Ensure technical enquiries are forwarded to sales/marketing staff
- Maintain a thorough knowledge of products and pricing to provide accurate, best practice customer service
- Work in conjunction with the Inventory Planners highlighting
- Check forward order listing, and release shipments on the appropriate due date
- Work with Customer Service Manager on a daily basis to insure the smooth running of Customer Service
- Provide leadership, direction and guidance for entire Customer service team and where appropriate to Sales, Marketing, Commercial and Supply Chain
10
Experience For HDE Senior Customer Service Rep Resume
- Adapt, improve and change OTC processes in a dynamic and evolving business environment
- Available to work 40 hours per week anytime within the operating hours of the site. (5am – 8pm PST) 7 days a week
- Formal training in Aerospace and/or Government contracts management
- Physical demands/ manual handling
- Communicate closely with customers on special custom order delivery and relevant shipment documentations
- Take care of all shipment, order arrangements and relevant communications
- Serve as an answer point for General Representatives’ questions and concerns and an escalation point for scorer issues
List of Typical Skills For a Senior Customer Service Resume
1
Skills For Senior Customer Service Manager Resume
- Strong adaptability, a true team leader, able to communicate & work effectively with people of different level and background
- Command of providing exceptional Suppliers negotiation skills
- Good PC skill, including Micro Office
- Engage with customers to develop a positive customer experience; strive to make each customer interaction the best experience of their day
- System skills (SAP knowledge)
- IT Skills required for product and customer data management, analysis and reporting. SAP, SFDC, MS Excel, MS Word, MS Powerpoint
- Lead and manage a team to deliver improved results and effectively manage change
- Great communication and leadership skills, someone who can motivate and inspire a team with a continuous improvement mindset
- Resource and task management skills
2
Skills For Senior Customer Service Supervisor Resume
- Energetic, detail-oriented and ability to multitask effectively
- Prior Authorization or Customer Service experience
- Prior leadership/team facilitation experience
- Consolidate orders placements (SMS and BULK) from customers and prepare consolidation file
- Having a good understanding of the company’s values, always living the values in your job
- Leading the CS Team to drive business growth through excellent customer services provided to the RBO, their local offices, agents & factories
- Drive sales through service: Achieve sales and referral goals by developing a positive customer experience and understanding customers’ financial goals
3
Skills For Senior Customer Service Workforce Planner Resume
- Foster strong internal partnerships i.e. Quality, WFM, Training, HR, Recruiting
- Solid understanding of process flows from supplier through internal consumption to delivery to external customers
- Experience using Microsoft Word (create documents) and Microsoft Excel (filter, sort and analyze data)
- Experience in Customer Service call auditing, preferably in healthcare
- Excellent benefits including medical, dental, vision, life insurance, HSA, FSA, and 401(k) with company match
- Experience working with Automotive/Dealerships is an asset
- Proven track record in managing Customer Service team at least 5 years in either Order to Cash environment or BPO Industry
4
Skills For Senior Customer Service Rep-annuities Legacy Team Resume
- Experience working with remote and off shore teams
- Proven success in managing success Vendor Partnerships, preferably in multi-site locations in AP regions
- Strong supporter of change
- Build relationships with customers, anticipate their needs and educate and demonstrate for customers how to utilize the various customer preference options
- Knowledge / experience within the power industry
5
Skills For Senior Customer Service Associate, Osgli Resume
- Skilled at consistently providing outstanding customer service, following through on responsibilities to customers, and recovering from any errors made
- Experience in Customer Service Call Auditing
- Coach, mentor and train less experienced employees
- Build effective relationships with both internal and external customers
- Effective communicator, with the ability to work cross functionally
6
Skills For Senior Customer Service Account Specialist Walmart Resume
- Demonstrated ability to resolve escalated agent, customer and business procedural concerns
- Proven ability to resolve problems independently and take appropriate action in a timely manner
- Related customer service, call center, or service center experience
- Analyze trends and troubleshoot priority issues
- Experience in production environment
- A wide experience in customer service area (at least 5 years)
- Customer experience / business fluent manner
- Proven cost reduction initiatives and continuous improvement programs
7
Skills For Senior Customer Service Teller Resume
- Proven ability to lead, coach and motivate a team
- Proven track record of successful performance in a high pressured environment
- Call Centre/ Contact centre Leadership experience advantageous
- Have previous experience in the print industry
- Have previous reprographics experience
- Experience with SAP Order Management
- Over 7 years senior contact center/vendor management experience in a multi-channel environment
8
Skills For Senior Customer Service Represent Resume
- Strong interpersonal savvy and positive attitude in relationship building with customers
- Responsible for servicing 4 VIP customers to ensure world class customer service experience
- Solid knowledge of understanding P&Ls and other financial statements
- Self-starter as well as good team player
- Understand specific service needs for the customers, work closely with Sales/GPD/Supply Chain/Operations to provide flexibility priority
- Work with other functions to consolidate customers’ needs, refine & develop processes that lead to improved customer service operations
9
Skills For Senior Customer Service Treasury Administrator Resume
- Work as part of the team involved in supporting end to end administration processes to ensure effective and efficient processes are applied
- Monitoring the GTM calendar and coordinating with Supply Planning Dept. for on time ex-factory dates
- Working closely with affiliates’ Logistics team and Supply Planning Dept. for logistics arrangements
- Bring a positive energy and confidence to Citizens Bank and its customers every day
- Having an overview of market and customer specifics
- Role could be asked to provide physical activity including, but not limited to, sitting, standing, bending, stooping, lifting (up to 20lbs)
10
Skills For HDE Senior Customer Service Rep Resume
- Serve as the primary contact between the branch and the majority of customers, making referrals for supporting retail banking colleagues as appropriate
- Enter all relevant information regarding customer inquiries into proprietary logging and tracking system
- Provide coaching and mentoring in shaping Customer Service
- Complete commercial invoicing, certificate of country of origin, bill of lading / cargo receipt and packing list
- Assist consumers with troubleshooting installation/programming for retail brand products (including thermostats and home automation products)
- Supports and sometimes conducts new associate training and provides ongoing training
- Be responsible for staff development, recruitment, retention, training, evaluation, mentoring and coaching
List of Typical Responsibilities For a Senior Customer Service Resume
1
Responsibilities For Senior Customer Service Manager Resume
- Perform billing and invoicing to include sales order review etc
- Assists subordinate CSRs and technicians in resolving complex issues
- Direct staffing efforts and decisions within the regional customer care team
- Hold weekly SOP meeting to communicate forecast based on Sales & Customer input to ensure smooth information transfer
- World-class customer satisfaction and productivity in a customer care leadership role
- Manage relationships and influence stakeholders
- Quotes product price/delivery to customers
2
Responsibilities For Senior Customer Service Supervisor Resume
- Troubleshoots, analyzes, and remedies customer problems within established guidelines
- Coordinates customer communication with the assigned Regional Business Managers
- Responsible for established territory. Interfaces with other departments to resolve customer issues
- Develops relationships and contacts with key customer’s supply chain and replenishment organizations. Maximizes regular face-to-face and teleconference meetings with key customers to ensure Henkel supply chain is aligned to meet customer needs and initiatives
- Ensures the customer and product master data is synchronized within Henkel’s systems and is aligned to meet customer expectations
- Understands customer’s supply chain, leads efforts to identify and improve results and processes for Henkel and the customer
- Processes, approves or denies claims in accordance with OEM program guidelines
- Liaises with the Information Technology team on file maintenance issues
3
Responsibilities For Senior Customer Service Workforce Planner Resume
- Ensures products and customers’ sales records are analyzed and performance is evaluated against targets. Monitors product gross margins and profitability against control standards. Reviews product prices, approves price deviations, discontinues unprofitable products, and implements price increases and price hold strategies
- Manage the development and implementation of ‘best practices’ processes across the organization to ensure efficiency resulting in reduced costs and improved client service
- Take care of customers’ end to end shipment process (From booking to delivery)
- Timely respond to customers’ inquiries with solutions and alternatives
- A wide knowledge on outbound operation
4
Responsibilities For Senior Customer Service Rep-annuities Legacy Team Resume
- Written and verbal English proficient
- IT & System knowledge (MS Office etc.)
- Leadership, management, and supervision of the Customer Relations Team in accordance with the Esterline Performance System, Core Competencies, and Lean Enterprise best practices
- Ensures specific customer requirements and "Customer Service Excellence" levels are met through the effective management of the team, internal and external systems, communication channels, and other resources
- Monitors contractual compliance, training of personnel and maintenance of the order entry/customer portion of the Company’s paper based and electronic business systems; including customer internet portal systems where applicable
- Ensures that all aspects of customers’ purchase orders are adequately defined and responded to in a timely manner. This includes reviewing and resolving purchase order discrepancies prior to processing orders into the system
- Build strong relationships with cross functional team members to enable a cohesive ONE ECOLAB to our customers
- Monitor order entry procedure and backlog for accuracy and report progress on specific activities, as required by management and/or contract requirements
5
Responsibilities For Senior Customer Service Associate, Osgli Resume
- Establishes and maintains strong relationships within all levels of the organization to drive operational excellence in support of the Corporation’s, Platform’s and Company’s Strategic Mission, Vision and Values
- Promotes communication between Customer Relations and the Sales Organization and insures that two-way communication supports the needs of the customers, manufacturing and Engineered Materials Platform Management
- Develops, documents, audits and sustains Standard Work for the Customer Relations Team including Continuous Improvement objectives and Voice of the Customer (VOC) survey metrics
- In conjunction with Senior Leadership, recommends policies and procedures for customers and customer relations representatives; interprets, clarifies and ensures compliance with policies and procedures
- Plans and manages the development of Customer Service personnel in support of Esterline’s Operating System, Platform goals and expectations for responsiveness to customer requirements. This includes training and assisting in training department personnel
6
Responsibilities For Senior Customer Service Account Specialist Walmart Resume
- Ensures that department procedures are communicated and followed and assists the SBU Director and other Company executives in updates and the creation of new procedures as appropriate
- Drive the customer experience for all product lines
- Manage and coordinate the escalation of customer complaints and/or non-compliant contractual issues
- Communicate clearly to include both written and verbal communication in English
- Effectively communicate and present information in response to questions from major Aerospace and Government customers, groups of managers, clients, and employees
- Mastery and demonstration of the interpersonal competencies related to respectful communication, relationship building, and real time problem resolution
- Manage on-time performance for all product lines for station
7
Responsibilities For Senior Customer Service Teller Resume
- Produce service reports for customer requests
- Develop and distribute customer and sales communication materials; plan and monitor implementation and results
- Receive, respond and analyze customer inquiries and complaints
- Process all failures to customer resolution
- Conduct annual performance reviews for all direct reports
- Hires, recruits and employs the organization with leaders and talent
- Ensure all associates have a current development plan, regular career path reviews, with active development plans and career path progress
- Addresses and resolves issues raised by internal and external customers in a timely manner
- Openly communicates with associates, peers and manager with transparency, trust and engagement
8
Responsibilities For Senior Customer Service Represent Resume
- Develops processes and procedures for department
- Liaison between business and functions for Supply and Quality Agreement execution
- Manage EDI and Catalyst process for dept
- Proficiency in Excel, Power Point, Word and other software applications
- Prepare and administer annual performance appraisals and IDP’s
9
Responsibilities For Senior Customer Service Treasury Administrator Resume
- Engage in special projects and/or project teams to focus on process improvements
- Annual review and revision of ISO documents specific to area of responsibility
- Supervises a team of Customer Service Representatives (CSR), technical support and Sr. CSR staff
- Supervises staff in recognizing, identifying, isolating, and resolving problems with university services, including admissions, financial aid, advising, and business office inquiries
- Responsible for the supervision of the Student Services and assigned technical support staff in support of networked and stand-alone computer users and systems, including LEO and myUMUC
10
Responsibilities For HDE Senior Customer Service Rep Resume
- Responsible for supervision of the Student Services and IT Service Center employees to ensure productivity, quality, and timeliness in the completion of assigned projects and departmental goals
- Responds to employees needing assistance with locating information or scripts to better address the caller’s questions or concerns
- Recommends updated configuration settings to support UMUC applications
- Serves as point of contact to address escalated student inquiries
- Adhere to and support service level metrics that can include schedule adherence, average handle time, response accuracy, and quality metrics
- Maintain up to date knowledge of program and company regulations and policies and support those policies and procedures
- Adhere to UMUC policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII)
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