Support Planner Resume Sample
Enid Rice
63481 Annamae Dam,
Houston,
TX
+1 (555) 185 7261
Work Experience
Senior Afghanistan Support Planner
05/2017
-
PRESENT
Dallas, TX
- Performs deep dive analysis and research in order to diagnose root cause and suggest robust resolutions
- Owns project tasks for small and medium sized projects (as defined in the Worklenz project management tool) aimed at enhancing
- Prepare or assist in the creation of standardized excel based planning recaps or reporting tools
- Create and maintain business recaps; provide recommendations for improvements; work with team to execute
- Revise and publish P&A process documents as instructed
- Experience working with USSOCOM enterprise
- Experience in strategic-level support planning (e.g., operational design, military decision making process, contingency plan development, etc.)
Support Planner
10/2012
-
02/2017
Detroit, MI
- Experience in strategic-level acquisition and sustainment of supplies and material
- Evolve and continue to build our framework including our operating approach for our Support Experience Design work. Lead the team’s work around our framework (inclusive of our team vision, purpose, capabilities, ‘book of dreams’ etc.) and ensure the communication and engagement of that framework is landed with key stakeholders
- Identify best practices related to consistent delivery of great support experiences and create avenue to leverage and share across SBU’s
- Strong feedback from stakeholders on the impact of our team’s work—clear team vision, purpose, ability to grow partnerships and collaborate with impact
- Helping the team prioritize efforts, manage a strong ROB to enable proactive delivery of commitments to others and show impact to the goals that CSS shares around delivering exceptional customer and set up forum to show the team’s
- Strong positive feedback from peers within the Support Design Experience team and from key stakeholder teams regarding the precision, timeliness and impact of the team’s CX projects and governance approach
- Build a deep knowledge of the industry and competitor landscape to inform idea generation
- Engage with internal partners such as Sales & Marketing, Engineering, Delivery Partners, Quality Managers to develop & implement innovative ideas that improve the Customer Experience, accelerate revenue and reduce churn
- E.g. New Markets, Customer Segments, & Services. improved Agent quality, enhanced quality monitoring etc.
Business Operations Support Planner
08/2006
-
08/2012
Dallas, TX
- Build a holistic project / experimentation plan with clear charter, milestones, owners, risks and measures of success to ensure high quality experiences, valuable learnings, and measurable impact
- Develop end-to-end Service agent workflows and related requirements for tools, reporting, training, etc…
- Develop & execute communication plan that delivers the right information at the right time to the right stakeholders
- Partner with Delivery team members to gather feedback, land experiences and drive course correction plans
- Develop plan to measure impact, monitor results, and develop post-mortem to inform go-forward testing / planning
- Think strategically about scalable solutions while planning for and executing the details flawlessly
- Significant experience in product or project management
Education
Judson University
2001 - 2006
Engineer's Degree in Business
Professional Skills
- Strong data visualization skills, experience in tools like Power BI, Excel.
- Strong verbal, written and presentation skills leading to effective storytelling
- Strong project management skills including an ability to manage cross-functional deliverables in a fast-paced environment
- Strong PM skills to drive ideas to solutions (removing the roadblocks)
- Strong background in consumer eCommerce, gaming, entertainment or transferable experience (desired)
- Understand internal and external support experience landscape by evaluating current experiences
- Hand on experience in analytics with proven quantitative orientation
How to write Support Planner Resume
Support Planner role is responsible for collaboration, government, travel, research, design, reporting, security, database, integration, training.
To write great resume for support planner job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Planner Resume
The section contact information is important in your support planner 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 Support Planner Resume
The section work experience is an essential part of your support planner 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 support planner responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular support planner position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Planner resume experience can include:
- Document the intended customer-facing support experience for every scenario in the Support plan, for use by cross-CSS readiness teams
- Effective stakeholder communication and rhythm of the business (release timing, schedules, etc.) management
- Own support experience planning for large initiatives across the C+E business across all customer types and audiences
- Lead virtual teams of stakeholders engaging Partner support experiences, initiatives activities
- Experience in Materials Planning and Execution
- Strong understanding of commercial customer support needs
Education on a Support Planner Resume
Make sure to make education a priority on your support planner resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support planner 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 Support Planner Resume
When listing skills on your support planner 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 support planner skills:
- Strong analytical ability and effective at using multiple data sources to drive change
- Proficiency in working effectively within complex matrixed organizational environments
- Ensure close communication with the Marketing and Sales groups including ongoing communication/trend analysis regarding effectiveness of campaigns and programs
- Product marketing, campaign marketing, and/or sales management experience
- Proven strategic thinking and orchestration of complex business planning
- Strong aptitude for analyzing results (building pivots, charts, vlookups) via Excel, and PowerBI
List of Typical Experience For a Support Planner Resume
1
Experience For On Wing Customer Support Planner Resume
- Be responsible for alignment of the experience/infrastructure where feasible across store support
- Support EH&S training / accident reporting
- Ensure material is delivered in line with the TAT of engines and liaise with suppliers when expediting outstanding deliveries
- Own support planning for assigned projects, processes, and programs as appropriate
- Drive cross team collaborative planning for programs and projects
- Coordinate technician training needs
2
Experience For Business Operations Support Planner Resume
- Provide leadership and responsibility for customer operations teams and be accountable for those areas including overall management of customer contracts
- Work with the Customer to schedule jobs in order to meet their needs
- Allocate manpower to jobs in order to fulfill on customer requests
- Lead large, first-time workscopes; serve as a key advisor to the larger team on new workscopes
- Order material from GE/CFM Spares
- Invoice jobs to meet financial targets
3
Experience For Senior Afghanistan Support Planner Resume
- Partner deeply with global support functions and delivery teams to land process change
- Create and publish regular status communications and reports to stakeholder audience
- Partner with CSS BI team to optimize partner data platform to enable end to end partner experience and demonstrate Partner Enablement organization business impact
- Identify & design solutions to build the ISV telemetry for discovering ISV partner journey on MS product consumption, product docs pages, submitted support incidences, and public social media activities. Advanced analytics on ISV telemetry with ISV profiling/targeting to assist on ISV Recruit motion
- Advanced analysis on partner online support experience and partner with the tools team to optimize the online experience Bot support model by leveraging advanced AI and machine leaning techniques
4
Experience For Engineering Support Planner Resume
- Identify and participate in the delivery of advanced analytic solutions in collaboration with CSS BI team; Working with dev team, identify opportunities to modernize our tools and reporting infrastructure
- Partner with support planners to define Customer and Advocate experience
- Influence and land the approach for identifying and delivering advocate tooling capabilities
- Own defining, leading and implementing the Assisted Support Strategy and Assisted Support Experience working in partnership with WDG Engineering teams and CSS Delivery
- Own support experience planning for large initiatives across the WDG business for all customer types and audiences
5
Experience For Reactor Support Planner Resume
- Lead virtual team of global representatives for the WDG support experience initiatives and launch activities
- Monitor and manage KPI performance to targets, identify and drive improvements to the WDG support experience
- Experience in commercial engine repair
- Design the Experience
- Drive cross team collaborative planning for programs and launches across the WDG stakeholder ecosystem
6
Experience For Decision Support Planner Analyst Resume
- Partner deeply with global support functions and delivery teams to land change
- Lead executive deep dives on program and launch status, risks, mitigation plans and results
- Maintain a deep knowledge of industry & competitor landscape, Microsoft product strategy and customer insight to develop the go-forward Strategy & Roadmap for the Offerings portfolio
- Experience in a support or services related role with strong understanding of commercial customer support needs Proven executive communication skills and ability to effectively influence at the executive level
- Attend daily planning meetings and ensure business objectives are met by the team
7
Experience For J Afghanistan Support Planner Resume
- Ensure customer objectives are met through job planning and execution (customer ownership to be determined by the Site Leader)
- Be accountable to Site Leader for all deliverables
- Coordinate and provide support for the team in all Technical, Logistical, Environmental, Health & Safety (EH&S) and Quality requirements
- Provide IROWCS transaction support
- Act as focal point for the application of airport passes and Visa country access and collaborate with the office manager to ensure their completion
- Govern the Experience: Through rigorous experience reviews, inspect the outcomes/ROI for each Assisted Support experience. Represent these results to key stakeholders by lifecycle, product or line of business as appropriate with key stakeholders. Adjust business plans and execution as needed. Accountable to managing the end to end budget, investments and experience outcomes
- Govern the Experience: Through rigorous experience reviews, inspect the outcomes/ROI for each Assisted Support experience. Represent these results to key stakeholders by lifecycle, product or line of business as appropriate with keys stakeholders. Adjust business plans and execution as needed. Accountable to managing the end to end budget and investments
List of Typical Skills For a Support Planner Resume
1
Skills For On Wing Customer Support Planner Resume
- Identify and act on tool and capabilities needed including consolidating requirements and influencing Dev teams who deliver these solutions for the business
- Strong proficiency in TSQL, SQL Server, Azure data factory, C#, Sql server reporting services, SQL server integration services
- Direct experience with marketing, offerings or sales strategies
- Strong self-starter, insatiable curiosity, learns by doing
- Good team player with a flexible approach
- Experience in support systems, product management, financial analysis, or related discipline
- Both demonstrate flexibility and build out scalable programs as we evolve from a startup to a mature global service
2
Skills For Business Operations Support Planner Resume
- Experience in a support or services related role
- Direct customer contact program experience such as product support, sales, customer service or partner programs
- Direct experience with sales strategies and business operations
- Effective Virtual Team Leadership
- Strong ability to work virtually and independently
- Demonstrated cross-group relationships creation and management a necessity
- Customer Service or Support experience
- Previous call center experience (nice to have)
3
Skills For Senior Afghanistan Support Planner Resume
- Effective proactive written and verbal communications via email and PowerPoint
- Grow and maintain a deep knowledge of industry and competitor support experiences
- Unrelenting focus on driving results
- Advanced working knowledge of large data manipulation and data mining using SQL/Cosmos, R, and other statistic tool
- Help develop and execute on plans relating to enabling sales through CSS
- Creates and documents the end user training content and communication for the umbrella of systems supported
- Assists in resolving issues escalated from IDRP Demand and Allocation as well as BU IM teams, Logistics (DC Ops, Flow Path,
4
Skills For Engineering Support Planner Resume
- Deep understanding of support business models
- Bias for action resulting in month over month progress
- Passion for driving product, workflow, content and policy enhancements that benefit consumers
- Partner with the support planning, serviceability and service deliveryteams to align where feasible on approach and capabilities
- Enthusiastic about the online advertising business
- Position requires the incumbent to travel away from the duty station approximately 5% of the time
- Excellent oral and written communication skills including the ability to clearly communicate recommendations and solutions plainly with customers and stakeholders
- The ability to define and analyze complex data and use that to identify opportunities, drive priorities and plan definition, is required
5
Skills For Reactor Support Planner Resume
- The ability to quickly ramp up on new technologies and understand / assess the impact to the partner support experience is also required
- Tools Capability Leadership or Support experience
- Work across multiple organizations to identify and execute solutions
- Knowledge of EASA Part and FAA FAR procedures
- Stand & deliver at Exec level
- Provide expertise and input in the strategic direction on acquisition programs and initiatives
- Identify and act on sales opportunities and improvements which can increase sales and revenue
- Develop strategies and plans in response to the Commercial Services roadmaps, competitive landscape, and other business/market conditions
6
Skills For Decision Support Planner Analyst Resume
- Ensure they have the right analysis and data to make informed business decisions where acquisition through CSS is concerned
- Define the strategy for the advocate tooling capabilities needed to drive a world class assisted sales customer experience enabling higher conversion rate, revenue and customer satisfaction
- Level processes needed to support an enterprise data center management office to include meeting minutes, charters, program management plans, process management, IT project plans, schedules, and other related material
- Keen ability to build strong and positive relationships across organizations and levels
- Consistent history of executing on complex, cross-organizational initiatives
- Simultaneously manage many work streams with great attention to detail
- Immense passion with a positive attitude
- Engage key stakeholders across CSS and the company to gain agreement on the intended experience, secure budget, and drive Go-To-Market readiness activities to execute the plan
- Through rigorous experience reviews, inspect the outcomes/ROI for each support experience
7
Skills For J Afghanistan Support Planner Resume
- As new offerings and product changes rollout, update and refresh end-to-end processes. Partner with Product Experience PMs (Supportability), agent enablement PMs, and Service Delivery to ensure effective handoff and execution excellence
- Comfortable, effective and still moves forward in the face of ambiguity
- Make decisions based on data that changes and flows continuously
- Track and review low satisfaction in customer surveys and non-first call resolution issue types and partner with Service Delivery and tools team to define mitigation to close those gaps
- Risk and Issue Tracking
- Understand and make recommendation to optimize who we deliver support across our various suppliers
- Successfully onboard new business into the consumer Customer Service eco-system
8
Skills For On Wing Support Planner Resume
- Synthesized Market Research and Opportunity Identification
- Innovative strategies to shift support needs LEFT of assisted support
- Documented supplier and support modality eco-system across the consumer customer service business
- Customer Support Journey Maps
- Build holistic project / experimentation plans with clear charter, milestones, owners, risks and measures of success to ensure high quality experiences, valuable learnings, and measurable impact
9
Skills For Business Support Planner Resume
- Own defining, leading and implementing the Assisted Support Strategy and Assisted Support Experience working in partnership with C+E Engineering teams and CSS Delivery
- Lead virtual team of global representatives for the C+E support experience initiatives and launch activities. Partner deeply with global support functions and delivery teams to land change
- Monitor and manage KPI performance to targets, identify and drive improvements to the C+E support experience
- Drive decisions and execute both individually and by leveraging the capabilities of managers, peers and/or partners
- Partner with Service Delivery teams to execute sales campaigns and programs
10
Skills For Operational Contract Support Planner Resume
- Drive automated solutions requirements and process improvements where appropriate
- Be responsible for the pre-sales volume forecasts and relevant elements of annual budgets
- Maintain a deep knowledge of industry and competitor landscape, Microsoft product strategy and customer insight to develop support experiences for new product introductions and market expansions for Surface hardware and Microsoft PC Hardware
- Partner with Microsoft Care and WDG Product Marketing to build and deliver “Perfect every time” support experiences aligned to offering and product strategy with defined KPIs
- Conduct rigorous experience reviews to inspect KPIs and ROI for the experiences and represent the results to key stakeholders including Microsoft Care and the WDG Marketing teams to drive adjustments to business plans
- Experience in customer service, market research, analysis or a technical discipline
- Provides pre-award contract development and monitoring support for a variety of command requirements including logistics support contracts for exercises and operations in the USCENTCOM AOR
- Monitor and manage KPI performance to targets, identify and drive improvements to the Partner support experience
- Ship and receive tooling
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