Service Customer Resume Sample
Hayley Hagenes
96928 Kreiger Walks,
Houston,
TX
+1 (555) 843 3259
Work Experience
Customer Technical Service Specialist
07/2015
-
PRESENT
San Francisco, CA
- Stay abreast with the global and local engine oil fluid trends, OEM requirements, ongoing Afton product developments, Afton’s products, and their positioning defined by Marketing Managers, and providing appropriate updates as to stakeholders, including sales, marketing and R&D colleagues
- Effectively communicate marketing manager’s positioning of products to sales colleagues, as well as to customers and industry
- Develop and maintain effective working relationship with industry influencers which can help advance Afton’s additive business, including OEMs, relevant industry associations, etc
- When appropriate, participate in industry meetings or conferences to present Afton’s research works which can help to advance Afton’s additive business
- Communicate with sales and marketing colleagues, and other CTS counterparts, to stay informed of value creation opportunities for our customers, and cooperate with them to advance and maintain Afton’s positions
- When appropriate, participate in industry meetings or conferences to present Afton’s technical and marketing positions, with intent to advance Afton’s additive business
- In consultation with Sales/Business, organize and execute a plan for approval testing to meet the customer’s needs and wants
- Maintain productive relationships with team members and both internal and external customers and maintain up-to-date knowledge of Afton’s technology, customer needs, market trends, and industry direction
- Attend industry meetings to influence future specifications to Afton’s benefit
Customer Technical Service
10/2010
-
01/2015
Dallas, TX
- Accurately process high volumes of part orders and service requests, including but not limited to part location and price determination, accurate cost and revenue account reflection, regular follow up with engineers and Thermo Fisher inventory management to ensure the customer's needs are met successfully and promptly
- Ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of cogs accounts, service types and service areas both internal and external to Thermo Fisher
- University graduates in Business administration or related discipline
- Good team player, initiative, detailed oriented and able to solve problem independently
- Able to work independently, excellent interpersonal and communication skills
- Good leadership skill; Able to build a strong relationship with internal customers, possess a customer first mindset and deliver our RED service standard
- High proficiency in written and spoken English and Chinese
Assistant Customer & Consumer Service
10/2007
-
07/2010
Houston, TX
- Ensures customer SLA’s / KPIs and quality standards are met
- Property management: manages contracts for the different Taste Gallery’s and building in Zurich; manages/certifies costs of the building in Zurich; compares offers etc
- Further education in business management
- Translate company goals and customer segments into clear and comprehensive service needs
- Champion the service and ensure it continues to keep pace with user needs
- Ensure that the service is functioning well in all regions
- Work with our workforce management team to determine resource modeling, potentially both at outsourcing partners and internal
- Develop operational plans including Systems, Training, Workflow, and Knowledge requirements
- Shift the company’s perspective from inside out to outside in
Education
University of Phoenix - Minneapolis / St. Paul Campus
2001 - 2006
Bachelor's Degree in Business
Professional Skills
- Offering customers/stake holders/country and functional representatives support, being the focal point for any order related customer inquiries via telephone, fax and e-mail
- Strong Problem Solving, excellent communicator, excellent leadership skills,
- Demonstrated aptitude for the CTS function and have 2 years of relevant experience in the petrochemical or automotive industry and Sales & Marketing experience
- Experience in labor relations and able to manage effectively within collective bargaining agreement
- Experience in a supervisory/managerial role with demonstrated leadership qualities, preferably 3 or more years
- Experience of working with a foreign‐affiliated firm or offshore team in English
- Work effectively as part of the wider SSC team alongside Customer Service, LTO and other Service Center functions
How to write Service Customer Resume
Service Customer role is responsible for government, software, credit, integration, database, security, research, petrochemical, leadership, marketing.
To write great resume for service customer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Customer Resume
The section contact information is important in your service customer 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 Service Customer Resume
The section work experience is an essential part of your service customer 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 service customer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service customer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Customer resume experience can include:
- Identify new opportunities to improve the customer experience and IP's service offering
- Develop strong relationships with technical counterparts at customer's operational locations within the region
- Lead/support specific customer initiatives to improve the customer experience and troubleshoot issues when necessary
- Meet with customers to identify needs and improve customer experience
- Coordinating the return process of media products and/ or equipments
- Working knowledge of pulp production and fiberization equipment and processes
Education on a Service Customer Resume
Make sure to make education a priority on your service customer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service customer 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 Service Customer Resume
When listing skills on your service customer 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 service customer skills:
- Demonstrated leadership and highly effective management skills
- Demonstrates the ability to apply and modify complex theories and learned concepts appropriately. Strong analytical skillset
- Strong RCA and risk assessment skills, ability authorized decisions,
- Experience in Windows Application support
- Assist in providing proactive customer specific solutions, support, and guidance through effective and insightful face to face and written communications
- Experience with Excel, SAP and /or DevEX is an asset,
List of Typical Experience For a Service Customer Resume
1
Experience For Customer Technical Service Resume
- Achieve expert level of understanding regarding pulp properties, production processes, and the impact of both on end-use products
- Contribute to the competitive benchmark initiative by securing product and reporting results. Be the regional authority on competitive product landscape
- Ascertain working knowledge of each customer's equipment
- Develop working knowledge of all major types of fiberization production equipment
- Provide training to customers and other key audiences
- Support product development efforts with analysis to improve performance, positioning and the value proposition for new products
2
Experience For Customer Technical Service Specialist Resume
- Manage Customer complaints and queries for The Company and conduct risk assessment and generate analysis report to take preventive and corrective measures
- Lead Customer technical services projects for the region, handle technical request and requirement from internal and external customers; coordinate related parties including Technical shared services operations, purchasing, commercialisation and R&D
- Manage, supervise, train and coach team member in their career development
- Liaise with Customer Quality Team and site Quality Managers to ensure that customer requirements for sites are accurately communicated
- Customer Technical Project Lead / Support – Lead and support Technical projects with Strategic & Non-Strategic Customers as required
3
Experience For ED, Customer Journeys Service Resume
- Regular communication with Customer Quality Team to ensure team focus is aligned to customer requirement
- Manage the efforts and resources of the CMS team in order to ensure safety, reliability, security and integrity of the gas and electric distribution system consistent with company goals, objectives and policies in full compliance with existing and future government codes and regulations
- Co-ordinate wire down response during electric emergencies and field response to gas system emergencies including operational response and stakeholder and media communications management in order to protect public safety and/ or restore services
- Manage CMS process activities in order to achieve high productivity, lower costs and develop efficient work practices and to ensure compliance with National Grid policies and procedures and exceed service quality indices
- Monitor and challenge business processes in order to ensure National Grid is compliant with all state and federal regulations
- Develop and manage ongoing relationships with customers and key stakeholders within the jurisdiction (including State Regulators, DPW officials, Police and Fire Departments, City and Town Managers and associations that support these constituencies) in order to identify and deliver solutions that benefit both parties
- Challenge existing ways of working and continuously seek ways to do things better in order to drive greater efficiencies throughout the gas business units. Leverage process expertise
4
Experience For Customer Experience / Service Leader Resume
- Business lead for IT system integration
- Develop a growing expertise of the mechanics and construction of absorbent hygiene products and other possible end-uses that utilize fluff pulp (i.e. wet wipes, concrete, etc.)
- Understand and articulate technical trends within fluff-related markets
- Manage the qualification process for new customer locations and/or new products
- Communicate customer and market intelligence to key stakeholders
5
Experience For AFT Customer Technical Service Specialist Resume
- Collaborate with the broader customer technical solutions team to share best practices
- Identify internal opportunities to realize efficiencies in our business and decision processes
- Perform statistical analysis as needed
- Aggregate and communicate customer expectations vs IP performance
- Serve on customer account teams as needed
- Provide key support at conferences and shows
List of Typical Skills For a Service Customer Resume
1
Skills For Customer Technical Service Resume
- Work with Sales, Marketing, Business and R&D to properly prioritize projects and testing to meet business requirements and priorities
- Fluff pulp and/or absorbent hygiene experience required
- Demonstrated ability to take initiative and manage multiple projects
- Responsible for KPI reporting, recruiting, hiring, developing and coaching direct reports and providing technical and regulatory expertise
- Ensure internal targets are met whilst delivering continuous improvements in customer satisfaction
2
Skills For Customer Technical Service Specialist Resume
- Represents the interface with the following departments: Sales, Logistics, Credit and Production, globally involved in this process
- Processing and monitoring in SAP the orders placed by the customers via fax, phone or e-Mail, ensuring the data are correct, and in order to achieve a high satisfaction level
- Solving and follow-up on the orders created by the Customers in B2B, received by phone, e-Mail, fax or voicemail
- Coordinating the return process of media products and/ or equipment
- Carry out the timely and accurate invoicing of equipment within the terms of customer contract and support revenue forecasting activities through the provision of timely and accurate data
- Brings his contribution to the in-time product delivery, taking all the necessary steps in order to accomplish that
- Monitors and processes the transactions from the available applications (SAP, SALESFORCE) on a daily basis, ensuring a high level of data accuracy
3
Skills For ED, Customer Journeys Service Resume
- Constantly runs reports (according to the agreed procedures) and identifies solutions for the eventual problems
- Registers each interaction with the customers(phone, e-mail, order, complaint), and the rest of the activities(eg updating systems) in the designated tool
- Develop understanding of Afton’s product line chemistry and claims
- Actively support Afton safety program and initiatives and mange employees to work safely, following all safety policies and procedures
- Lead team, provide development, growth and guidance for employees and working with the Delivery Lead to set goals, mission, and vision
4
Skills For Customer Experience / Service Leader Resume
- Acts a data auditor for Customer technical services processes, ensuring KPIs and customer targets for timeliness and accuracy are met
- Remain aware of emerging technical issues to support customer technical requests
- General technical ability including data collection, storage and analysis,
- Maintain SAP order data and adjust them as triggered through the order management tool(Salesforce)
- Monitors the blocked B2B orders on a daily basis
5
Skills For AFT Customer Technical Service Specialist Resume
- Run daily reports such as ZOSO- open and blocked orders, z.14-B2B blocked orders, V.02- Incomplete orders, v.23- Billing blocked orders, Open and future orders report etc) for being able to avoid escalations
- Resolution of escalation situations and claims coming from the customers/stake holders/country and functional representatives
- Makes sure that the relationship between him and the customers/stake holders/country and functional representatives is driven by a transparency rule, which implies a good level of communication, keeping the promised terms and returning to them with any useful information in a short time interval
- Constant involvement in the processes improvement, as well as to monitoring and improving the customers/stake holders/country and functional representatives perception on the Customer Order Services team
- Contributes in reaching the defined process measures and business fundamentals (e.g turn-around-times, inventory levels etc)
- Identify process issues as well as systems & applications issues and communicate back to site management and IT
- Provides to the Audit and Quality team/ experts the required documentation, making sure that the changes to the order, confirmations and approvals are properly archived
- Applies the approval matrix, and error codes correctly
6
Skills For Customer Experience Global Service Manager Resume
- Creates a record of each customer complaint in the claim database
- Strategic vision and management
- Demonstrated understanding of CTS functions typically acquired after 10 years of relevant experience in the petrochemical or automotive industry and Sales & Marketing experience
- Emotional intelligence - understands culture and underlying influences that both negatively and positively impact employee morale
- Ambiguity and Risk Management - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty
7
Skills For Assistant Customer & Consumer Service Resume
- Proficient in Excel, Minitab, PowerPoint and Database management
- Experience working with and solving technical customer issues, with proven capability to resolve conflicts, proactively identify and resolve issues; while representing the organization in a professional manner
- Liaising with internal customers (R&D, Marketing, Product Safety – Food) and transferring knowledge as required to Customer technical service Analysts
- Drive for results/Action oriented
- Begin to develop deep understanding of industry test requirements, customer test requirements and associated specifications and how those tests can be influenced by Afton chemistry
- Support the management of projects with CTS stage gate process utilizing Accolade software
- Understand and comply with Afton’s safety, quality and ethics policies and procedures
- Assist CTS colleagues in the completion of required approval documentation and technical reports
8
Skills For Manager, Customer Meter Service Group Resume
- Assure that complete ISO documentation is maintained on all IDO or quality related activities. Participate in ISO related activities and maintain an up-to-date understanding of the ISO function
- Understand and comply with safety regulations (Afton, Federal, State, etc.) and adhere to sound and safe laboratory practices in general
- Supervise employees, complete employee evaluations, plan and arrange for staff development and training, and resolve employee problems and disciplinary issues. Consult with Human Resources as appropriate
- Provide manpower and basic budgetary data to the CTS Director as requested
- Plan, implement, and monitor customer application projects on new additives and test development programs. Oversee modifications to existing products and projects requested in support of new and existing sales
- Ensure the Industrial Americas CTS team is managing projects following the requirements of Afton Stage-gate process, APDP and properly utilizing Accolade to document project deliverables and status
9
Skills For Customer Technical Service Representive Resume
- Oversee the handling of customer problems utilizing Afton’s ReSOLV system. Ensure that issues are handled promptly and corrective actions are appropriate and effective
- Research, document, and present customer technical service information on new/existing products, field problems, and customer complaints, via verbal and written reports to salesmen and customers (as needed)
- Collect and organize monthly highlights on Technical Service projects. Prepare Project Review presentations, Review technical data packages as required
- Maintain contact with equipment manufacturers and industry technical groups to insure approval of products and to stay current with the latest technology
- Develop and sustain a labor relations strategy to improve operational flexibility and increase efficiencies. This involves regular meetings with union officials and support to the formal negotiations process
10
Skills For Customer Data Service Manager Resume
- Facilitate the qualification process of selected customers
- Reduce complaint response time by 20%
- Provide key market/customer intelligence on monthly basis
- Facilitate the acquisition of 2 new customers
- Launch 2-3 new products
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