Support Team Manager Resume Sample
Shyanne Lesch
217 Raven Prairie,
Dallas,
TX
+1 (555) 981 9262
Work Experience
Support Team Manager
10/2015
-
PRESENT
Boston, MA
- Work with the global cross functional teams to understand current and future PX staffing needs
- Create and execute staffing plan to hire all PX support agents
- Ensure proper allocation of personnel and resources across multiple titles to maximize customer service impact for the company
- Collaborate with Training staff to create and manage onboarding and training processes for all new hires
- Drive career growth for all team members by setting goals and expectations, and coordinating evaluations of employees at key milestones
- Direct PX Leads in providing coaching and mentoring support for front-line PX staff
- Work with the PX Leads to evaluate staff performance
- Develop and lead strategic PX initiatives to better service customers
- Identify and execute operational improvements
Customer Support Team Manager
05/2011
-
08/2015
San Francisco, CA
- Collaborates with other leadership peers to improve processes that impact both the client and partner experience
- Ensures complete and efficient partner/client interactions
- Builds relationships with the Edge Leadership Team
- Reports team and Ongoing Support related metrics
- Partners with the SPMs across Edge Home Office locations
- Develop and implement coverage plans for assigned territories
- Monitor, manage, coach, and support employees in an support center environment
- Ensure client service levels are met on a consistent basis
Enterprise Support Team Manager
04/2008
-
12/2010
Los Angeles, CA
- Report on weekly/monthly/quarterly completion and operations territory metrics
- Motivate the team to meet and exceed program metrics, goals, objectives, and weekly scheduling commitments
- Develop and implement required processes to drive performance
- Coach and develop employees formally and informally to deliver highest level of performance
- Evaluate and make decisions about employee performance and provide timely, appropriate feedback utilizing progressive discipline process as needed
- Experience managing a support team within a fast paced environment
- People leadership of team of 9-20 associates serving as single point of contact for Customers, Sales and Operations
- Set performance metric goals and manage team to ensure meeting or exceeding goals. Use Quality, NICE reports and OMIT Dashboard to monitor team member performance
- Lead and/or participate on key strategic department and enterprise process improvement projects
Education
York University
2003 - 2008
Bachelor's Degree in Economics
Professional Skills
- Strong computer skills, Excel, Word, Web based applications organization skills, teamwork, ability to deliver results on deadline within budget
- Demonstrated excellent verbal and written communication skills, in person and by telephone. Ability to maintain and/or learn to maintain a CMS website content
- Analytical skills needed, good organizational and problem resolution skills
- Knowledge of financial calculations and formulas, financial software, and strong math skills
- Excellent oral & written communication skills in: English/German and/or English/Russian/Polish,
- Excellent communication skills and leadership qualities,
- Proven delivery of excellent customer experience and advocacy
How to write Support Team Manager Resume
Support Team Manager role is responsible for software, events, reporting, payroll, compensation, security, recruiting, training, finance, retail.
To write great resume for support team manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Support Team Manager Resume
The section contact information is important in your support team manager 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 Team Manager Resume
The section work experience is an essential part of your support team manager 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 team manager 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 team manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Support Team Manager resume experience can include:
- Good leadership skills and the ability to motivate and develop staff
- Well-developed communication skills – written, verbal and non-verbal
- Work effectively at a fast pace and possess flexibility to meet the demands and expectations of the business needs as they arise
- Strong customer focus and a good telephone manner
- Ensuring Associate skill and capability base meets work demand
- Experience managing and staffing teams
Education on a Support Team Manager Resume
Make sure to make education a priority on your support team manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your support team manager 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 Team Manager Resume
When listing skills on your support team manager 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 team manager skills:
- Good oral and written communication skills needed to create relationships with clients and internal partners
- Good analytical skills to understand and interpret team performance MI
- Demonstrated experience of accounting and budgeting principles, practices, and techniques including accounts payable and receivable
- Demonstrated experience in supervision and providing guidance and training to students
- Strong understanding of Customer Experience Management industry practices and principles,
- Consider, work effectively, and respect diverse and alternative perspectives of staff and students
List of Typical Experience For a Support Team Manager Resume
1
Experience For Customer Support Team Manager Resume
- Extensive experience working in a customer facing role, as a Team Leader or demonstrating leadership skills within a team
- Responsible for the effective administration and costing of WIP in a timely manner ensuring contractual compliance
- Participate in tender and Contract mobilisation processes ensuring effective delivery
- Assist the team in providing a memorable and positive customer experience
- Prioritize and oversee team members’ work to ensure high quality, speed and service
- Monitoring and regular reporting of activities within the team (e.g. open messages, capacity, ISP adherence etc.)
2
Experience For Seller Support Team Manager Resume
- Responsible for recruiting (CV vetting, phone and face to face interviews, delegating interviewers, ensuring hiring process completion)
- Create a Learning culture environment by sharing knowledge with the F&R CS – Helpdesk team as a whole and championing learning initiatives
- Manage Support Specialists to ensure they provide quality solutions to customers including coaching, mentoring and training
- Work with the team to reduce the volume and time of outstanding service requests and ensure staff understand and are adhering to procedures
- Liaise with trainers on new hires, development planning, and highlight training needs
3
Experience For Enterprise Support Team Manager Resume
- Responsibility to implement and to ensure the introduction, working and optimizing of internal processes within the team
- Lead team members in delivering value-added support for NFSOP customers, sales and operations clients
- Execute initiatives that streamline operating processes and reduce costs to serve
- Budget management and staffing/capacity management
- Provide feedback after month end to the Manager on issues directly impacting the provision of services by the team
- Strive to improve standards within the team. Adopt questioning approach to current methods and provide viable alternatives where possible
- Ensure Data Quality and Reporting facilities
- Ensure IS service/support of the relevant practice within ABB Group, supporting execution of requirements within budgeted costs and time
4
Experience For Client Support Team Manager Resume
- Conducts/participates in calibration session to ensure proper scoring across team members
- Owns and controls risk for Customer Support processes and assists management team in driving positive operational improvements
- Identifies technological enhancements and assist in the development of the IT requirements impacting Operations processes within the business
- Support students, staff, and faculty in providing ASMSU and OSE services and special events
- Assist with reconciling transactions
- Monitor expenses and spending requests
- General administration including finance documentation, contract reports, Condition reports and day to day correspondence, etc
- Responsible for contract administration including financial uplifts, variations and deletions
5
Experience For Telco Support Team Manager Resume
- Complete monthly call assessments and coaching targets for respective teams in line with Quality guidelines
- Participate in the performance management & review process facilitating the quarterly, mid-year and annual review process
- Employee motivation and driving of the SAP People Agenda
- As first point of contact represent the team internally and externally (co-ordinate tasks within the team, workload, dispatching, customer complaints)
- Management of a team of Desk Assistants
6
Experience For Area Operations Support Team Manager Resume
- Co-ordination between front office and back office functions
- General confidence with computers and knowledge of Microsoft Office
- Monitor staff progress against agreed deliverables
- Ensure all members of the Derivative Support team are fully trained on all relevant aspects of the Derivative Support function. Put structures in place to build team knowledge. Work with the training department to develop new training courses as required
- Follow up on outstanding issues with The Security Market Data Team, Valuations Teams, The Central Reconciliations Team and any other Teams involved in OTC Derivative valuation. Encourage subordinates to do the same
7
Experience For Care Coordination Support Team Manager Resume
- Communicate new procedures to team
- Motivate, and empower team members to ensure achievement of all individual and team KPI’s to high quality standards
- Be accountable for professional support services to Project Managers, Project Portfolio Managers and Project Management Office
- Ensure the installation / management / maintenance / optimization of internal IS and cross-functional processes related to PMO support services
- Ensure alignment and compliance with the relevant IS Standards and any other applicable ABB Group Directives and ABB Group Guidelines
8
Experience For Sales Support Team Manager Resume
- Train the Project Managers in the use of the tools
- Maintain awareness and support of ADP policies and procedures
- Self-starter, able to identify obstacles and work through solutions
- Conduct regular team meetings to provide leadership, direction, support and motivation to the team
- Recruit and provide leadership and guidance to Retail Support Representatives so that they are motivated to actively seek ongoing personal development to aid their productivity via coaching, development plans and an annual Performance & Learning Plan
- Thorough and effective communicator, both over email and on the phone
- Regular alignment and ensure good cooperation with managers of all departments (e.g. Product Support, IMS, Solution Support)
9
Experience For CRM Product Support Team Manager Resume
- Demonstrated ability to develop, inspire, direct, and manage a group of people (4 years+)
- Proven ability to lead by example, with a positive attitude
- Manage day to day issues with any 3rd party suppliers to ensure effective support and value for money, escalating any issues to the Account Director
- Manage Accounts in the region to ensure increased sales by maintaining in store standards and ensuring the best location for PPG products
- Drive cultural change and development into the region to increase levels of communication, recognition, involvement and empowerment in line with Company strategy and values
10
Experience For Merrill Edge Gwim Support Team Manager Resume
- To direct, support, develop and motivate all employees in order to achieve maximum results from their prospective areas in terms of business development, market penetration and utilisation of resources, cascading training and promotional activities
- Responsible for implementing and monitoring a formalised, structured approach complete with all the necessary administration to ensure effective utilisation of field team standards. Ensure the full implementation and utilisation of the CRM management system
- Carry out Regional Mapping in conjunction with the National Account Controller to ensure best possible coverage of the business throughout Ireland
- Ensure the timely delivery of services based on defined service level agreements (SLA’s)
- Create your own goals and measure progress against those goals
- Create a culture of teamwork, where staff work together to both achieve goals and develop themselves
List of Typical Skills For a Support Team Manager Resume
1
Skills For Customer Support Team Manager Resume
- Proven experience developing & implementing strategic plans as well as managing support programs and delivering successful results
- Prior experience of CAFM systems (SAP, Basware, Coupa - & Planon advantageous)
- Proven track record of effective operations management
- Strong business acumen with an in depth understanding and alignment to the Merrill Edge operating model and overall value proposition
- The ability to demonstrate a clear understanding of all the factors affecting improvement of results within the organization
2
Skills For Seller Support Team Manager Resume
- Knowledge of MSU procedures and policies or previous experience working in a higher education setting
- Experience working with student organizations and facilitating campus and community events
- Experience in leading strategic customer support initiatives to better service customers, increase operating efficiency, and support new operational models
- Experience with broking packages, such as IRESS, Shares or Bloomberg is an advantage
- Ensure strong relationships with all customer store teams leading to mutually profitable business opportunities
- Strong aptitude for problem solving and follow-through on issues
- Provide strong leadership in customer service and work ethic for all other employees and in all dealings with both external and internal customers
- Demonstrated ability to model professional behavior and collaborate with diverse programs and stakeholders and multiple offices
- Experience in direct client contact,
3
Skills For Enterprise Support Team Manager Resume
- Progressively responsible administrative/office management experience with an emphasis on fiscal management and customer service
- Proven ability to motivate and develop staff
- Strong knowledge about SAP’s 7 24 processes in Product Support
- Proven track record of continuous improvement
- Experience of HRIS and Payroll Services desirable
4
Skills For Client Support Team Manager Resume
- In general 3+ years of experience in SAP environment
- Demonstrated ability to be a team player/coach
- Three to five years administrative, management and supervisory experience
- Experience in Wealth Management, ideally in a similar role, as a Senior Desk Assistant, Operations or Risk Manager
- Previous work experience with free to play games
- Overseeing / training Receptionist and ensuring reception is covered at all times
5
Skills For Telco Support Team Manager Resume
- Conducting root cause analysis and implementing solutions to prevent reoccurrence of client queries, issues and requests
- Understanding of the global financial services industry,
- Understanding of the UK Regulatory Environment
- Achieving client satisfaction and retention targets
- Driving service, process, operational and product improvements
- Leading client change, escalation and relationship management
- Proficiency in using MS Visio, Outlook, SharePoint, Excel, Word and Lotus Notes and SunGard’s fund accounting platform Enterprise
- In depth product knowledge across Banking and Savings within retail banking
- Assists staff and other bank departments with researching client issues and ensuring timely resolution
6
Skills For Area Operations Support Team Manager Resume
- Dissemination of information, especially with regards to changes in processes and requirements; conducting monthly meeting for the Desk Assistants
- Recruitment, onboarding and ongoing management of Desk Assistants
- Analyze and manage key stakeholders by assessing expectations and ensuring actions are taken to close any gaps
- Manage other strategic cross-functional activity on behalf of the National Account Controller, ensuring timely delivery of results and correct reporting
- Recruit and supervise engineers, and oversee their professional development and training
7
Skills For Care Coordination Support Team Manager Resume
- Lead a diverse team of engineers in accomplishing strategic objectives
- Drive customer success in the area of CRM & MDG; aligning with the global product support team, development and other lines of business
- Be the face of PS and SAP by regularly participating in customer meetings and events
- Hold team members to account during performance reviews and where necessary manage negative performance in line with PS guidelines
- Create best practices for your team in your own responsibility area helping PS move towards Next Generation Support
8
Skills For Sales Support Team Manager Resume
- Develop and foster collaborative working relationships across teams, service peers and customers,
- Knowledge of or ability to learn University systems including Banner, P-card & CAT Books
- High flexibility with regard to working hours: Due to the shift pattern Product Support follows, it might be required to do late shifts and weekend shifts
- Smooth running of office operations and processes
- Quality management via pre-vetting of various documents, e.g. new accounts to be opened, and remediation of identified issues
- Provide approvals according to authority grid
9
Skills For CRM Product Support Team Manager Resume
- Execute, for assigned tasks, all actions in IS processes according to agreed RACIS and LEC specification
- Ensure service level agreements between ADP and clients are being achieved
- Passion for figuring out what the teams need and how to improve that
- Assign individual RSR projects to the relevant RSR from time to time, ensuring continued personal development and profile on a national basis
- Establish relationships with key contacts within the industry, ensuring PPG brands are front-of-mind at all times
- Represent PPG when required at exhibitions, training days and seminars
- Work closely with all departments including Distribution, Administration, Sales and the Technical Advisory Division
- Provide reporting in a format as required by the National Account Controller
10
Skills For Merrill Edge Gwim Support Team Manager Resume
- Create a program of in-store demonstrations and training
- Self-starter motivated to succeed with minimal handholding
- Comfortable dealing with sometimes hostile or aggressive customers in tense situations over email or over the phone
- Can maintain positive attitude even under stress, heavy workload or frustrating issues
- Series 7, 66, 9 and 10 licenses
- Interact as a team player, focusing on the goals of the department and continuous feedback and interaction with Sales Support Managers to ensure constant evaluation of departmental efficiency
- Deal with customers directly, if necessary
List of Typical Responsibilities For a Support Team Manager Resume
1
Responsibilities For Customer Support Team Manager Resume
- Prioritizes work assignments from multiple channels as a resource allocator
- Monitoring daily work of team members
- Ensure underlying 3rd party service providers contracts are renewed in a timely fashion and represent value for money
- Provide regular reports to the Account Director on any issues relating to service operations
- Capacity planning and resource management
- Processes: Responsibility to implement and to ensure the introduction, working and optimization of internal processes
- Fluent English and German - required
2
Responsibilities For Seller Support Team Manager Resume
- Responsible for setting the strategic action plans and key business tactics that supports the business strategic direction and goals for the Customer Support team by developing vision, setting high standards, achieving service level agreements and communicating ideas
- Serves as a SME and coach for sound retail deposit practices
- Oversight of Team Leads and their teams to achieve performance goals and maintain agent satisfaction by providing leadership, communication, coaching and professional development to direct reports and their teams
- Responsible for hiring of staff and creating and supporting a highly involved team environment
- Responsible for maintaining an environment with intense focus on customer satisfaction/advocacy and professional customer support, balanced with consistent achievement of standard business objectives
- Ensure timely, quality resolution of customer enquiries and acts as an escalation point of contact, directly interacting with customers, reviewing applications, and making judgment calls on difficult customer situations, escalations, and fraud cases
- Employs principles and techniques as defined in the quality audit criteria, and develops and implements quality assurance standards, processes, and controls
- Responsible for conducting internal quality audits/monitors of customer support team and assists contact center teams with development and implementation of appropriate corrective action plans, training tips, and team communication to improve overall quality results,
- Coordination of call and case quality audits and remediation plans in partnership with Training and Development leader
3
Responsibilities For Enterprise Support Team Manager Resume
- Produces concise performance reports and analyses for senior management
- Works closely with Business Risk Manager to identify key controls and escalation procedures. Pro-actively identifies any new issues or risks and works to ensure suitable controls are in place
- Works closely with cross functional partners to ensure collaboration and process efficiencies are maintained
- Self-directed team player, ability to drive high performance and work independently or in a team-oriented and fast paced environment
- Lead teams and drive performance standards
- Set, meet and exceed targets
- Coordinate the daily operations of several busy offices:
- Manage office computers, supplies, and materials
4
Responsibilities For Client Support Team Manager Resume
- Prepare reports and documentation
- The concept of the position is to provide full technical, financial and contractual support to the mobile and site based teams across the region, ensuring efficient delivery of office systems, combined with a focus on customer service
- Ensure effective ongoing support for all systems in use by the company, ensuring that the service provided to customers/users is the highest possible within the resources available
- Provide management support to the mobile services operation and in other areas where management requirements determine this to be appropriate
- Manage a team of customer support executives to proactively respond and handle customer issues for Special Products
5
Responsibilities For Telco Support Team Manager Resume
- Coach staff to deliver superior customer service in line with global customer support guidelines
- Maintain and improve the key performance measures of Special Products
- Improve first call resolution results and actively drive more resolution on the initial query
- Proactively contribute ideas to the F&R CS – Helpdesk management team
- Recruitment and selection of staff in line with the GRF Competencies
6
Responsibilities For Area Operations Support Team Manager Resume
- Proactively manage performance and coach customer support executives
- Deliver key projects to improve customer service
- Ensures that merchandise is received and processed in accordance with continuous flow principles, that new receipts are on the floor on the day of receipt prior to store opening, RTVs and transfers are processed efficiently and back of the house areas are organized and maintained to support the selling floor activities
- Management responsibility in Product Support Global Support Center China
- Monitoring and driving effective communications within Support Team. This includes driving regular Team meetings and also communications to and from the Management Team
- Liaison of the team with other Line of Business within Product Support team (SAC,CIC, CIM etc), Global Functional Managers, counterparts in other Global Support Centers , other Labs LoBs
- PRM of team members (special focus on developing career plan for team members)
- Responsible for disciplinary procedures
- Logistics management for the team
7
Responsibilities For Care Coordination Support Team Manager Resume
- Accountable for team’s adherence to defined processes
- People Management (performance management/career development/employee engagement)
- Drive and cascade strategic objectives (e.g. in the Next Generation of Support) and project and program activities to achieve mid term Business Goals
- Ensure team achievement of business metrics (customer satisfaction, productivity, service level agreements etc)
- Interface and to other Lines of Businesses from Support Delivery and peer organizations (Customer Interaction Center, Enterprise Support Advisory Center, Critical Incident Management, Solution Support, AIS, Development)
8
Responsibilities For Sales Support Team Manager Resume
- Track record of People Management/Leadership skills & capabilities
- Communicate effectively with individuals and teams at all levels
- Monitors the implementation and effectiveness of procedures and programs by performing continuous quality improvement (CQI) audits
- Follow up on complaints/negative customer experiences
- Drive best practices sharing and implementation
- Single point of contact and management contact for relevant customer escalations
9
Responsibilities For CRM Product Support Team Manager Resume
- Evaluates program needs and problems and makes recommendations for improvements
- Ensures medical, dental, and mental health program’s activities are based upon goals, objectives, aims, and policies and procedures of CCS and the facility, and are compliant with ACA, NCCHC and State accreditation standards
- Maintains communication and a good working relationship with facility administration, CCS employees, correctional personnel, contracted providers outside agencies and for state contracts this applies to state central office staff. Assist in coordinating and tracking trends
- Functions as a liaison between the facility and Regional Vice President
- Ensures, where available, NCCHC, ACA and state accreditation of the medical program by ensuring the presence of the required level or organizational efficiency and the provision of approved and appropriate medical services
- To manage the performance of the team, developing and improving performance by coaching and counselling sessions to ensure metrics and quality targets are achieved.
10
Responsibilities For Merrill Edge Gwim Support Team Manager Resume
- Recognising and rewarding the contribution of team members in a timely manner so that they are motivated and encouraged towards delivering excellence.
- To ensure that performance management standards are met and that issues of underachievement or poor performance are addressed and documented in keeping with the company guidelines.
- To provide great leadership on a day to day basis, supporting Senior Stakeholders, so that team members have a role model and a colleague to provide guidance towards continuous improvement
- Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions.
- Manage performance and behavior of 3-4 Team Supervisors through effective 1:1 meetings, coaching, and mentorship
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