Client Support Resume Samples

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RL
R Luettgen
Rafaela
Luettgen
5467 Michelle Ville
Detroit
MI
+1 (555) 966 4222
5467 Michelle Ville
Detroit
MI
Phone
p +1 (555) 966 4222
Experience Experience
Los Angeles, CA
Mortgage Client Support
Los Angeles, CA
Nienow-Crooks
Los Angeles, CA
Mortgage Client Support
  • Actively look for areas of improvement in any processes
  • Assist with the identification of root cause of systemic issues from identified issues and any complaints
  • Manage Product and Policy exceptions
  • Manage MIS Report for files outstanding at Pre-edit, including email/phone contact with Brokers
  • Provide SME support and guidance to front line sales and service staff within Sales and Distribution
  • Adherence to any service levels related to tasks performed
  • Ensure proactive communication is provided to the person or area raising the query
Detroit, MI
Manager, Client Support
Detroit, MI
Shields, Yundt and Raynor
Detroit, MI
Manager, Client Support
  • Lead and manage team including hiring, performance management, coaching, staff development and productivity monitoring and measurement
  • Manages team performance based on established metrics and procedures to drive successful goal attainments at the associate and team levels
  • Work in collaboration with associate to establish Individual Development Plans
  • Manage team performance based on established metrics and procedures to drive successful goal attainments at the associate and team levels
  • Develop and administer corrective action and performance improvement plans
  • Manage escalated issues and provide direction
  • Evaluate associates on performance and complete annual performance appraisals
present
Detroit, MI
Client Support Executive
Detroit, MI
Schmeler, Turcotte and Jacobson
present
Detroit, MI
Client Support Executive
present
  • Provide client support for end users on a face to face basis and also remotely on all equipment and software solutions provided
  • Proactively seek opportunities to provide customer training
  • Assist / support and train team members
  • Performs other related duties as assigned
  • To cover for colleagues during holidays, sickness and busy periods (at line managers request)
  • Process new business from submission to completion in adherence to the service standards and operational Wealth Planning procedures and activity management
  • Ensure end user technology and working practices are transitioned with ease at all installations
Education Education
Bachelor’s Degree in Quality
Bachelor’s Degree in Quality
Colorado State University
Bachelor’s Degree in Quality
Skills Skills
  • Highly organized, ability to multi-task and to work well under pressure
  • Is self-motivated, intellectually curious, and extremely process-oriented and organized, with meticulous attention to detail and strong problem-solving skills
  • Solid understanding of both front-end and back-end technology issues (operating systems, including mobile OS, databases, configurations)
  • Solid problem solving and planning skills
  • Excellent interpersonal and communications skills
  • Ability to diagnose and resolve software issues
  • Ability to lead a team and manage multiple resources in a dynamic environment
  • Excellent customer facing skills
  • Solid understanding of both front-end and back-end technology issues (operating systems, databases, configurations)
  • Excellent leadership skills
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15 Client Support resume templates

1

Business Planning & Client Support Resume Examples & Samples

  • Professional Qualification or Degree in Accounting and/or Finance (Certified Public Accountant (CPA), Chartered Financial Analyst CFA)
  • 10+ Years experience in Regulatory Capital
  • Client support experience either in Balance Sheet or capital preferable
2

Administrative Assistant / Client Support Resume Examples & Samples

  • Become the go-to person on a ten-person team for organizational matters
  • Travel & Expense: heavy international and domestic travel for four people, including securing appropriate visas; submitting and reconciling all expenses, check requests
  • Client reporting: update presentation materials and excel spreadsheets, send reports to clients as needed
  • Maintain /update marketing material: work with portfolio specialists to update data in existing and regularly published marketing material, create new marketing materials and presentations, liaise with compliance and marketing departments , maintain updated marketing-related materials on internal/external MSIM website
  • Ad hoc projects and requests will form a large part of the responsibilities associated with this role. A willingness to be flexible and juggle multiple deadlines simultaneously is important
  • Experience at a financial institution and familiarity with financial markets is preferred but not required. An interest and willingness to learn is more important
3

Head of Client Support for Cash Equities Resume Examples & Samples

  • Direct line management responsibility of US teams and oversight and supervision of processes run offshore
  • Understanding and ensuring management of daily client side risk measures
  • Representing client side risk assessments at reoccurring risk meetings
  • Develop client relationships and attend client visits with the client service organization
  • Act as a point of escalation and senior face off to front office equities businesses
  • Participate in Project work including systems enhancement and trade analysis
  • Develop and use existing MIS reporting to identify improvements that client service will benefit from
  • Participate in industry forums related to client utility processing including meetings/forums with OMGEO and DTCC
  • LI-TP1
4

Senior Systems Technologist, Client Support Resume Examples & Samples

  • Troubleshoot hardware and software issues, both server-based and local, experienced by clients
  • Participate in the change control process
  • Researches solutions for new or unique issues and creates and updates documentation
  • Coordinates and engineers application packages, testing environments and newly supported hardware models
  • Continually researches new types of issues and technologies
  • Understand and apply complex technologies and utilize best practices during implementation of these technologies
  • Resolves complex issues while operating under time and resource constraints
  • Can be a point of escalation for Technologist I and II
  • Responsible for being the intermediary between third-level support teams and the end user when troubleshooting
  • Coordinate moves, adds and changes in the environment based on project needs or individual requests
  • Configure and install hardware, software and wireless devices
5

Senior Technologist, Client Support Resume Examples & Samples

  • Perform imaging and configuration of desktops/laptops/tablets and mobile devices, both Windows and Mac
  • Create and update procedure documentation as needed
  • Provide configuration and support for wireless devices and tablets, including iPhones/iPads and Blackberries
  • Support Mac OS and Adobe applications as required
  • Proficiency in Active Directory , SCCM and networking concepts to troubleshoot issues as needed
  • Follows policies and procedures as communicated by management and effectively communicates these to end-users
  • Troubleshoot PC and Mac hardware failures and perform repairs/upgrades as needed
  • Provide on-site support for meetings and videoconferences
  • Monitor and update Service Desk tickets ensuring that all tickets are closed. Escalate appropriately
  • Can be a point of escalation for Technician I
  • Support VIPs (up to 80%) and end users of all levels
  • Ability to work in a dynamic environment and portray calm with end users
  • Ability to be on-call for emergencies at all times
  • Physically able to lift up to 75 lbs
  • Windows 7 certification and Apple Support Essentials certification preferred
6

Technologist, Client Support Resume Examples & Samples

  • Maintain ownership of incidents and tasks and effectively communicate status with clients
  • Troubleshoot hardware failures and perform repairs/upgrades. Will be trained by management and senior level technologists to use Active Directory, SCCM and networking concepts to troubleshoot issues as needed
  • Monitor and update Service Desk tickets and escalate issues as warranted
7

Technologist, Client Support Resume Examples & Samples

  • Troubleshoot hardware failures and perform repairs/upgrades as needed
  • Perform imaging and configuration of desktops/laptops/tablets, both Windows and Mac
  • Perform printer troubleshooting, installations and maintenance
  • Provide support for wireless devices and tablets, including iPhones/iPads and Blackberries
  • Perform frequent moves of client IT equipment and desk phones
  • Support videoconferencing systems and provide on-site meeting support
  • Employ remote tools to assist clients at other locations
  • Troubleshoot application installs and functionality
  • Maintain asset tracking documentation and inventories, and dispose of equipment as warranted
8

Client Support Lead, Technology Resume Examples & Samples

  • Managing the day to day operation of the London based Client Support team (6) including shift patterns, coordination of weekend work and on-call cover
  • Managing work allocation through proactive management of Support queue and day to day tasks, ensuring the team are delivering against set KPIs
  • Providing hands on Client Support as part of the team, including being part of the shift roster
  • Overseeing the team's delivery of small projects as well as willingness to run operational projects, such as staff moves, software deployments or office relocations
  • Providing technical guidance to junior team members
  • Ability to thrive in a high-pressured business and trade floor environment
  • Willingness to be part of an out-of-hours and weekend on-call support roster
  • Ability to work well under pressure, multi-task and work effectively with minimal supervision
  • An strong understanding of ITIL best practices and ideally and ITIL Foundation certification
  • Extensive experience in Desktop Support / Dealing room support
  • Experience of team leadership or people management in a support function
  • Ability to take ownership and take a diligent approach to supporting the desktop technology for the end user
  • Ability to quickly learn and acquire knowledge of business applications where 1st and 2nd line support is required
  • Working with the Service Desk, Problem Management and other technology teams to aide continual service improvement and ensure high levels of Client satisfaction
9

Team Leader, Trade Services Client Support Resume Examples & Samples

  • Providing a high level of service and support to a global client base by consistently monitoring measurable Key Performance Indicator metrics
  • Responsible for vetting of established credit lines by GRM and liaising with Business services and other service partners when credit limits are exceeded
  • Train, enrol and on board Trade clients on the Front end Online Global Trade services application and maintenance of credit limits and periodic review to ensure compliance
  • Through ETR report proactively contacts account managers for client’s with auto renewal guarantees to advise them of the opportunity to review existing pricing. On a monthly basis, access Siebel reporting and change BRR, indicator on E-TL to mirror CMS (Credit Monitoring System)
  • Monitor, manage and ensure call handling standards are met / exceeded on a daily basis (individual & team) with ongoing root-cause analysis on gaps identified (G.O.S., Abandon rate, Average Talk-Time, effective scheduling, cross-training and product knowledge needs, etc.)
  • Promotes superior customer service support to internal/external clients and service partners, ensuring Trade Operations is seen as a responsive, value adding resource; a service provider of choice through the generic mail boxes and phone channels
  • Mitigates operational risk through proactive measures and is fully prepared for BCP and DR events including telephone redirect
  • Liaise with Account Managers and GTS Managers nationally, in the handling and resolution of inquiries and complaints
  • Create an environment that fosters a “client first” mindset through demonstrated action and attitude
  • Communicate changes/enhancements/procedures and complete follow up to ensure new requirements are adhered to by employees
  • Conduct regularly scheduled coaching sessions to discuss agent statistics, objectives, personal development plan etc
  • Complete call monitoring on agents as per established guidelines
  • Manages work place initiatives and ensures all established benchmarks meet / exceed senior management expectations (deadlines & accuracy): Performance Management, Position Contracts, Competencies, and Compliance adherence, Diversity Awareness etc.)
10

Administrative Assistant / Client Support Resume Examples & Samples

  • Become the go-to person on a fifteen-person team for organizational matters
  • Travel & Expense: heavy international and domestic travel for four people, including thoughtful logistics planning; securing appropriate visas; submitting and reconciling all expenses
  • Client reporting: update presentation materials and excel spreadsheets, including creating and formatting charts; send reports to clients as needed
  • Maintain and update marketing material: work with portfolio specialists to gather and update data in existing and regularly published marketing materials; create new marketing materials and presentations; liaise with compliance and marketing departments; maintain updated marketing-related materials on internal/external MSIM website
  • Time management skills, ability to work independently and proactively; ability to manage and meet multiple tight deadlines
11

Remote Client Support Technical Lead Spokane Resume Examples & Samples

  • Responsible for installing, configuring, troubleshooting, and resolving escalated incidents with respect to networking and desktop environments, including remote access and VPN
  • Responsible for high end troubleshooting of non-standard issues working with team to better understand the problems and how to troubleshoot them in the Windows OS and other applications
  • Partner with TSS and ASE teams to deliver a variety of software and applications into our current compute environment
  • Responsible for maintaining and supporting the end to end managed print environment including vendor management, printer configuration and troubleshooting
  • Demonstrates compliance with all bank regulations for assigned job function and applies to designated job responsibilities – knowledge may be gained through coursework and on-the-job training. Keeps up to date on regulation changes. Follows all Bank policies and procedures, compliance regulations, and completes all required annual required or job-specific training. May be asked to coach, mentor, or train others and teach coursework as subject matter expert. Responsible for other duties as assigned. Actively learns, demonstrates, and fosters the Umpqua corporate culture in all actions and words. Takes personal initiative and is a positive example for others to emulate. Embraces our vision to become "The World's Greatest Bank."
12

Manager, Client Support Resume Examples & Samples

  • Facilitating resolution to issues as needed. Helping to prioritize issues and provides an interface to the Engineering Services team to reduce the turnaround time for resolving client issues. Assisting the Client Support staff with resolving issues. Providing guidance and training on the application and technical environment. Acting as first level escalation of client support issues. Manages Critical and Highly sensitive issues to resolution
  • Ensuring plans are in place to support new software releases as well as confirming patches and maintenance releases are delivered with a high degree of quality
  • Analyzing workload of group and recommending improvements. Continually enhancing the group’s skills around client satisfaction, troubleshooting
  • Bachelors Degree in Technical or Business Discipline
  • Previous experience managing technical support organizations
  • 2 years or more years managerial experience providing client services for enterprise software solutions
  • Ability to lead a team and manage multiple resources in a dynamic environment
  • Excellent customer facing skills
13

Senior Manager, Client Support Resume Examples & Samples

  • Managing and directing the work of Client Support staff by reviewing outstanding customer issues on a regular basis to ensure high levels of customer satisfaction and quality are delivered on a timely basis
  • Developing and executing strategy for Client Support operations include CRM processes, telephony and other supporting technologies
  • Proactively managing and communicating with clients to ensure high level of Customer Satisfaction
  • Must have strong communication and presentation skills for both internal and external audiences
  • Strong leadership skills are essential to drive performance improvements and change throughout the organization
  • Advanced degree in related field desirable
  • Solid understanding of both front-end and back-end technology issues (operating systems, databases, configurations)
  • Outstanding people development skills
  • Excellent interpersonal and communications skills
  • Ability to diagnose and resolve software issues
14

Treasury Management Client Support Technical Specialist Resume Examples & Samples

  • Work with management, product managers, sales and training personnel in the development, testing, recommendation and implementation of new releases and/or system enhancements as they pertain to supporting the end-user
  • Provide second level support in problem resolution related to client inquiries, equipment or processing issues
  • Participate in the development and maintenance of updated documentation of departmental procedures and training, as well as documentation developed for external client use
  • Provide after hours technical support to clients, as needed
  • Three years banking experience
  • Computer technology net + or A+ certified
  • Above average organizational and interpersonal skills
  • Ability to adapt to and function in a changing environment, multi-tasking skills
  • Ability to make responsible decisions and use sound judgment
  • Thorough knowledge of overall branch and banking systems, as well as commercial/corporate banking practices
  • Demonstrated proficiency in basic computer application such as Microsoft Office software products
15

Client Support Supervisor Resume Examples & Samples

  • Develop, supervise and lead a team of dedicated Client Support Representatives
  • Assist in the managing of the Event Discrepancy and Over the Ticket Limit Teams
  • Monitor progress on project plans while ensuring compliance with project standards
  • Act as lead resolution person for receiving and handling escalated calls, and/or providing coaching to CS Agents on how to handle such calls
  • Assist in collecting, drafting, and reporting daily/monthly service metrics
  • Assist in drafting annual/regular performance reviews for team members
  • Perform other related duties
  • Proficiency in desktop computing in a Microsoft Windows based operating system, as well as proficiency in: Microsoft Word, Excel, Outlook, Internet Explorer, Adobe Acrobat Reader, Ticketmaster Ice fish (TM Win 99 UDP/Serial Access)
  • Knowledge of repgen and autypes a plus
  • Demonstrated technical aptitude to trouble shoot basic consumer difficulties covering operating systems, browsers, and other Internet applications
  • Ability to multi-task in a dynamic, fluid and sometimes stressful enviornment
  • Excellent time management skills with the ability to handle multiple projects simultaneously with little management or supervision
16

Manager, Client Support Resume Examples & Samples

  • Excellent project management, analytical, problem-resolution and consensus building skills with the ability to understand impacts and interactions of end-to-end business processes
  • Strong facilitation skills with the ability to elicit stakeholder requirements and concerns
  • Comfortable leading transformational change and recognized as a champion of continuous evolution and optimization with a focus on outcomes
  • An understanding of the business/regulatory environment and experience with industry tools to support client relationship management (CRM), report production & distribution, document management and content management would be an asset
  • Must demonstrate excellent written and verbal communication skills with the ability to communicate clearly with various stakeholders at all levels of seniority
  • Experience with financial reporting, risk management, data management and complex institutional client relationships
  • Proficiency in Excel, MS Word and Powerpoint
  • Flexible and able to quickly adapt to changing priorities
  • High energy, results-oriented individual with a commitment to providing an exceptional level of service to clients
  • Very strong interpersonal skills, strong time management and organizational skills with particular attention to detail
17

Client Support Remote Analyst Resume Examples & Samples

  • Ability to listen, analyse and guide people by providing instructions over the phone
  • Customer-focused with a "service first" mentality and best-in-class oral and written communications skills
  • Ability to work as part of a global team across multiple countries, cultures and time-zones
  • Ability to view current procedures and processes as opportunities for enhancement, tuning and improvement where practical
  • A dynamic character, capable dealing effectively with colleagues and business users working in a constantly evolving environment
  • Delivering a client focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication. Written communication skills should also be strong
  • Help build and maintain a standardised global service offering through peer group collaboration
  • Ownership of technology problems or requests until satisfactorily resolved
  • Working with the Service Desk, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met
  • Ability to undertake shifted work patterns to cover a 24x7 environment
18

AP Client Support Resume Examples & Samples

  • Responding to SaaS customer issues related to the cloud environment, and working the corresponding tickets to resolution
  • Collaborating with Customer Support to resolve customer issues that span application and cloud infrastructure
  • Provisioning new customer environments on our infrastructure
  • Monitoring and responding to alerts that are generated on the components of our infrastructure and systems, including investigating for root cause and troubleshooting errors/issues
  • Installing updates and patches as needed to ensure the health and integrity of our infrastructure and systems
  • Developing and refining technical solutions to problems with provisioning, infrastructure, maintenance, and supportability
  • Developing automation and a systematic approach to configuration, deployment and infrastructure maintenance and recovery
  • Driving technical excellence and improvement across the organization as well as across offerings
  • Skills & Technologies Utilized include
  • System administration, maintenance and troubleshooting on MS Windows Server, Red Hat and CentOS-based OS
  • Linux shell scripting and PowerShell for automation
  • Hypervisors and virtualized environments (Xen, VMware)
  • Software as a service (SaaS) delivery via Citrix-based technologies
  • Virtualized application and web servers and related protocols (HTTP, HTTPS, SSL, TLS, sFTP)
  • Single sign-on solutions and the SAML 2.0 standard
  • Network skills/understanding are fundamental – skills with firewalls/load-balancing a plus
  • Verbal and written communication, internally and customer-facing
  • Troubleshooting methodologies
  • Time management and prioritization
  • At least 5 years experience in server or system administration
  • At least 2 years experience in customer-facing technical support
  • At least 1 year experience in a cloud solution delivery role
19

AP Client Support Resume Examples & Samples

  • 1) Technical writing skills
  • 2) Foreign language skill such as Japanese language is a bonus although not mandatory
  • Bachelor's Degree
20

IB Client Support Resume Examples & Samples

  • Manage the local team; offering structure, guidance and support to the team members
  • Develop excellent working relationships with the teams in Paris and Frankfurt
  • Develop a full understanding of the front to back processing of equity and fixed income trades; specifically trade allocation and confirmation and build solid relationships with the teams carrying out these functions
  • Ensure team are correctly carrying out their main functions
21

Ap-client Support Resume Examples & Samples

  • Passion for customer care and customer satisfaction
  • Previous experience in a customer facing technical support role is required; preferably a support role
  • A successful track record in developing and managing customer relationships
  • Experience in Predictive software such as SPSS Statistics and Modeler
  • Experience with Cognos Business Intelligence or other BI reporting software
  • Basic knowledge of Cloud environments
  • Basic knowledge in Enterprise DBMS, such as IBM DB2 or Cloudant
22

AP Client Support Resume Examples & Samples

  • Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding it’s scope
  • Providing technical support via the phone and email
  • Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
  • Ability to record and document each step of the problem solving effort including any interaction with the client DBA
  • Working with fellow team members to ensure that creative problem solving methodologies and techniques are used. Ie ability to ‘think outside the box’ when solving database problems
  • Ensuring that an adequate amount of process is followed with regards to the amount of time spent working on the problem, documenting the cause and likewise the resolution of the problem
  • Driving documentation creation and change if existing documentation available externally does not assist in determining the cause of the problem
  • This role will be on a roster system for weekend work
  • Engineering Degree (Electrical/Computer Systems/Software Engineering)
  • Science (Computer/Mathematics/Statistics)
  • Information Technology
  • Ability to prioritise personal workload and multitask as required
  • Ability to initiate the learning of new skills & areas of the database & likewise with the Operating System, programming languages, shell scripts in order to utilise these to assist solving problems
  • Organisational skills in order to manage workload and clients
  • Excellent communication skills both written & verbal
  • Time management skills
  • Windows OS
  • Shell Scripting
  • Networking
  • System Administration skills
23

Client Support Remote Desktop Analyst Resume Examples & Samples

  • Ability to listen, analyze and guide people by providing instructions over the phone
  • Customer-focused with a "service first" mentality and best-in-class oral and written communications skills
  • Delivering a client focused service experience for technology user queries received over the phone, in a professional and timely manner while demonstrating the highest standards of verbal communication. Written communication skills should also be strong
  • Help build and maintain a standardized global service offering through peer group collaboration
  • Working with the Service Desk, Problem Management and other technology teams to deliver continual service improvement and ensure business requirements are being met
24

IT Client Support Resume Examples & Samples

  • Communicate with colleagues and customers in a clear and concise manner, both verbally and in writing
  • Uphold the service standards and expectations of the team, ensuring that the team goals are met
  • Troubleshooting and rectification of faults/issues with PCs, telephony, printers, applications, and AV equipment
  • Assisting the existing Client Support team when required
  • Understanding the business processes and priorities
25

Manager, Client Support Resume Examples & Samples

  • Manage Reconciliation Specialists and balancing and reconciliation engagements in support of new client conversions, new product adds, and client re-training requests
  • Ensure staff is kept informed of changes or additions to products, services, procedure, process and technology
  • Lead and manage team including hiring, performance management, coaching, staff development and productivity monitoring and measurement
  • Create and maintain high level of associate engagement
  • Provide support/point of contact for both internal and external organizations, and clients regarding escalations and implementation issues
  • Partner within and across teams to enhance collaborative efforts
  • Resolve issues expeditiously, identify root causes, recommend and lead process improvements to avoid repeated issues
  • Ensure coordination with other internal Fiserv teams to meet/manage client expectations
  • Participate in continual improvement related activities that will achieve efficiency, quality and accuracy
26

Client Support Section Manager Resume Examples & Samples

  • Active leadership in the planning, testing, support, and implementation of all aspects of Client Digital Applications. This includes Morgan Stanley Online, MS Mobile and PWM Client Link
  • Creating guidelines and policies for CSC representatives to improve performance and deliver the highest possible service standards to our clients
  • Leading functional and site-wide initiatives, which include building relationships with internal CSC business partners
  • Working closely with the development and production of support teams, as well as the business owners of the various Client Digital Applications
  • Developing curriculum, training, desk resources, and refresher initiatives as necessary
  • Updating curriculum and training as Client Digital Applications change and enhancements are made
  • Centralized point of contact for CSC and various web development and support teams
  • Ensuring that resources and information are updated to provide the best experience for customers utilizing Client Digital Applications
  • Active leadership in all Client Digital Application projects including enhancements and correction of defects
  • Active management, leadership and development of business analyst Level III team
  • Minimum 2 years managing in a financial services top-tier call center environment
  • Proven strong leadership and a record of delivering quality customer support as measured by benchmarks
  • Experience creating positive work environment and maintaining strong employee morale
  • Experience with training and quality assurance programs
  • Experience managing projects which impact multiple organizations
  • Call center metrics and operating formulas, coupled with a proven record of establishing and adhering to rigorous call center metrics and standards
  • Sound HR practices and policies, as well as good judgment in personnel decisions
  • Ability to develop effective policies, processes, and procedures, and work with the Training and Communications group to develop and authorize documentation and training
  • Strong understanding of quality measurement and quality enhancement methods, and ability to work effectively with the Quality department to improve service quality
  • Excellent communication, presentation and interpersonal skills with the ability to network and establish relationships across the company, including senior management
  • Ability to multi-task, prioritize and excel in a fast-paced, deadline driven environment
  • Ability to contribute to building new functions within a dynamic, developing organization
  • Strong organizational skills, attention to detail, and excellent follow-up skills
  • Ability to be self-motivated and succeed in a team atmosphere
  • A demonstrated mindset that includes all of the management disciplines
27

Technical Client Support Level Resume Examples & Samples

  • University degree, preferably Bachelor in Business Administration or IT
  • 2 years’ work experience in the field of banking operations/client service
  • Ability to work in a highly autonomous team environment with minimal supervision
  • Ability to work with precision in a fast paced environment
  • Resourcefulness and creativity
28

Client Support Process Mgr Resume Examples & Samples

  • Five or more years of customer service experience
  • Strong verbal, written, and interpersonal communication skills
  • Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
  • Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
  • Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc
29

Client Support Process Manager Resume Examples & Samples

  • Five or more years of customer service experience
  • Strong verbal, written, and interpersonal communication skills
  • Proven customer service/relations skills including the ability to deal effectively, tactfully, and knowledgeably with customers and non-customers in handling complaints, problems, and general inquiries
  • Excellent telephone skills including listening and demonstrating courtesy, empathy, and accuracy
  • Thorough knowledge of all relevant operational processes and procedures and company products and services
  • Proficient in and able to navigate all relevant computer systems in order to pull reports, shadow clients, and troubleshoot technical issues, etc
  • Ability to perform interest calculations and account adjustments
  • Ability to manage multiple tasks/projects and deadlines simultaneously
30

Cyber Client Support Technician Resume Examples & Samples

  • Experience as a computer support technician (CST), installing and configuring computer systems, diagnosing hardware and software problems and solving technical and application problems
  • HS diploma or GED required
  • DoDI 8570.1m - IAT Level II Commercial Cyber Certification
  • Ability to work as part of a team and be detail-oriented
31

Account Manager / Client Support Resume Examples & Samples

  • Engage with existing clients to ensure renewal of contract and be the primary client contact for defined accounts
  • Executes client contact campaigns driven by the team leader and effectively utilize technology and tools to enhance client loyalty
  • Achieve monthly and annual client retention goals
  • Initiates sales process by assisting in prospecting, scheduling appointments, and utilizing sales personnel to close sales within our existing client base
  • Provides introductory advice about products and services to customers and external business partners
  • Assist/follow up on new orders through the membership process
  • Achieve client service activity metrics that support attainment of Client Satisfaction goals
  • Sales or business experience preferred but not required
  • University graduate (BS/BA in business preferred)
  • Ability to learn business and sales concepts quickly through online education, team members and mentoring and coaching
  • Excellent prioritization and time management skills
  • Highly motivated, goal-oriented and driven to win
  • Financial Services industry knowledge is helpful; e.g. banks, credit unions, collection agencies, mortgage
  • Demonstrated success in selling and negotiating contracts in complex healthcare organizations
  • Experience calling on hospitals, hospital systems and large physician groups
  • Experience working in the hospital and/or physician revenue cycle environment
  • Experience developing channel partners and cross-selling opportunities
32

Client Support Executive Resume Examples & Samples

  • Obtain information and quotations required by Wealth Planners/Para-Planners to enable them to research the client’s needs prior to recommendations, as and when required
  • Process new business from submission to completion in adherence to the service standards and operational Wealth Planning procedures and activity management
  • Maintain compliant client records in the office electronic folders and on the current back office system Adviser Office
  • Scan and save all documents to Adviser Office and T24 in line with agreed file structure
  • Manage Client Annual Reviews with Wealth Planners ensuring that these are actioned and completed in line with agreed service levels. Set new review date in activity manager for ongoing reviews
  • Carry out all client administration in line with the Compliance guidance as well as central policies and updates and department standard operating procedures
  • Keep Wealth Planners up to date with relevant information relating to client issues
  • Prepare Valuations
  • Deal with incoming telephone calls relating to the above duties, and take messages for colleagues
  • A-C grade GCSE, or equivalent, in Mathematics and English
  • Higher Education qualification preferred
  • Experience is working within an IFA background, life office or associated environment
  • Knowledge and use of Adviser Office database package
  • Studying towards or holds the CII qualifications
  • Effective use of IT including Excel, Word, Outlook, and relevant internal systems and databases
  • Maintains high professional standards of conduct and practice
  • Good administration skills, with high level of accuracy and attention to detail in all areas of work
  • Maintains up to date knowledge of firm’s processes in line with industry changes, and ensures adherence to the relevant processes
  • Ability and willingness to learn processes and procedures
  • Client focused, able to provide excellent level of client service
  • Good written and oral communication skills at all levels, both internally and externally
  • Excellent telephone skills and experience in client liaison
  • Works effectively as a team member to achieve overall discipline objectives
  • Able to organise and manage time effectively and efficiently whilst being flexible
  • Able to prioritise workload and work to deadlines
  • Able to work autonomously/pro-actively
  • To ensure that individually and as a firm we 'Treat Customers Fairly&#8217
33

Client Support Supervisor Resume Examples & Samples

  • Lead and manage a Support staff team that ensures clients have direct access to knowledgeable staff that responds to questions, issues or incidents within SLA-s that result in a high level of client satisfaction; you can expect to play a crucial role in hiring, training and development and coaching of your team members as well
  • Direct the team’s workflow and client engagements to ensure a prompt resolution of the incoming queries and manage the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays)
  • Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to client issues
  • Establish a set of metrics and implement a dashboard that reports on accomplishments and forecasts outcomes; perform cases reviews and analysis on regular basis and communicate on the findings
  • Edit/review documentation (including and not limited to training, processes, customer documentation, etc)
34

Client Support Development Program Resume Examples & Samples

  • Collaborate with peers, team leads, and engineers, and third party vendors to resolve customer issues, maintaining complete ownership of issues from beginning to resolution
  • Follow up with customers to ensure accurate resolution for their technical issues
  • Document problems, diagnostics, interactions, next steps, and solutions implementation in a CRM tool
  • Provide an extraordinary customer service experience
35

Junior Telecom & Client Support Technician Resume Examples & Samples

  • Installs, maintains, and repairs voice communications systems hardware and software components to ensure maximum operating efficiency
  • Monitors company telecommunications, responds to system malfunctions and performs corrective actions
  • Assists in the installation of new hardware/software voice and video systems
  • Tests, troubleshoot and resolves telecommunication problems
  • Maintains current documentation of systems configuration, applications, and technical reference material
  • Provides technical assistance to users regarding equipment and system functions
  • Performs normal moves, adds, and changes to telecom hardware and software in a timely manner
36

Client Support Executive Resume Examples & Samples

  • Client Support Executives are at the heart of the business and are the first point of contact for all inbound consumer contact (phone, email, web chat) - providing first call/first contact resolution wherever possible
  • Ensuring all clients experience great service, delivered with passion, professionalism, courtesy and empathy
  • Contributing to revenue through the achievement of customer satisfaction targets and repeat business
  • Great attitude towards providing the best possible service
  • Strong customer focus with previous experience within a client support | customer services role
  • Excellent communication skills (telephone, face-to-face and written)
  • Experience of supporting customers using digital online products and services
  • Ability to resolve customer issues, queries and complaints in calm and professional manner
  • Attention to detail and excellent numeracy
37

Product / Client Support Resume Examples & Samples

  • Provide client support for Loanet Suite of Products daytime production support calls
  • Investigate, respond to and coordinate client ad hoc requests for support
  • Track client requests and open initiatives in the reporting system
  • Certify maintenance and parameter changes, to include documenting test conditions and expected results
  • Assist clients with their internal testing and certification of system enhancements and software upgrades
  • Interface with Loanet Operations, Communications and other departments to coordinate application testing and changes. Create and update internal and external system and procedural documentation
  • 2+ years experience working at a broker/delaer. Alternatively, 4+ years of financial services experience. Exposure to financial regualtions such as Rule 15c3-3, Reg SHO and Rule 204
38

Proj Mgr, Client Support Resume Examples & Samples

  • This position can be located in Phoenix (AZ), Riverwoods (IL) or New Albany (OH)
  • Data analysis of customer complaints related to transaction failures at the point of sale
  • Priority assignment and deployment of customer complaints to appropriate internal business partners
  • Tracking and reporting on deployed customer complaints
  • Validation of resolved customer complaints
  • Communication with our External partners such as Merchants, Acquirers and Issuers
  • Creation and delivery of both internal and external dashboards measuring results
  • Coordination and hosting of internal partner update meeting
  • Execution follow through on all customer complaint activities
  • 4 years of work experience with 2 years experience in financial services
  • Bachelors degree (or equivalent experience)
  • Strong oral and written communication skills
  • Strong reporting and analytical skillset
  • Experience using Teradata and Tableau
  • Ability to work both independently and as part of a team
  • Quick evaluation and decision-making skills of data and analytics
  • Ability to understand the details of their projects and how they support the overall strategic vision of the department, division and company
  • Strong leadership capabilities required to drive cross-functional teams to a consensus, establish synergy, and manage broad groups without direct authority
  • Creative problem solving / resourcefulness
  • Willingness to travel when needed
  • Lean six sigma and/or demonstrated process improvement experience a plus
  • Previous client facing experience a plus
39

Application Client Support Resume Examples & Samples

  • Windows 7 client operation for customer
  • 3rdL_Level Incident Management on Windows 7 clients as part of the service process between SD (1stL) and global factory (3rdL)
  • Receiving and working on tickets related to the Operating System Deployment
  • Fulfillment of rules, timeline and SLAs agreed with customer
  • Service and KPI reports regarding the 3rdL Support
  • Support of escalation procedures e. g. Service Management Complaint Process (SMC)
  • Dispatcher if ticket needs to be forwarded to another operational role/group
  • Remote administration and end-user support if required for solving the issue
  • Analyses of Installation problems within client environment, AD, Network Services, SWD, SW installation
  • Analyses and interpretation of log files of the client
  • Problem Management support for Operating System Deployment related topics
  • Provision of quick guides for SD (Knowledge Database)
  • Provision of proposals / improvement
  • Analyzing all types of technical problems, taking into account customer requirements and integrating the needs of related services continuously innovates operation processes and scripts, resulting in customer satisfaction and reduced operational costs
  • Development of Software Packages (Driver and Task Sequence related Packages)
  • Development and test of Task Sequences
  • Production and test of Boot Images
  • Production and test of Stand Alone Images (Standard and NCS)
  • Evaluation and development of Customer Requests (DKLP12)
  • Tests of Installations for several services (Software Integration, Client Configuration etc.)
  • He/She works within a team and temporarily joins transformation projects and solution design projects e.g. to integrate new customers, customer locations/departments or requirements
  • 3-4 years client support environments based on MS Windows 7
  • 2 years in Operating System Deployment
  • Training and certifications: On-going In-depth training with current and emerging products and technologies
  • Flexible benefits: Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop; Compensation: Competitive salary package and relocation bonus for candidates outside West Area
  • Extra vacation days
40

Lead Client Support Technician Resume Examples & Samples

  • Ability to obtain a Top Secret clearance (US Citizenship required)
  • 5+ years' experience in managing and supporting IT hardware/software for a medium to large sized organization
  • CompTia Security+ certification or higher in order to be compliant with DoD 8570
  • Exceptional customer support skills and be able to work with personnel at all levels of responsibility
  • Expert level knowledge of Windows 7, Windows 10 and Microsoft Office 2013
  • Proven work ethic that includes being self-motivated, requiring little to no supervision with the initiative and determination to solve complex problems on your own
  • Must have knowledge of IPv4 networks and associated network devices (switches, routers, etc) and be able to troubleshoot network related issues
  • Experience with configuring, installing, and troubleshooting desktops, laptops, printers, iDevices, VOIP Phones, and other IT related equipment
  • Managing and Administering Video-Teleconferencing (VTC) equipment
  • Managing and Administering SharePoint sites
  • Knowledgeable in Powershell commands and scripts
  • Knowledgeable with hard drive cloning and large scale deployment of systems
  • Knowledgeable of the DoD/AF Standard Desktop Configuration (SDC) suite of programs
  • Information Assurance/Cyber Security experience
  • Experience with VOIP phones (configuration and troubleshooting)
  • Experience working with wireless devices (routers, iPhones, iDevices, laptops)
  • Understands Virtual Private Network (VPN) connections/requirements
  • Prior Air Force or DoD experience a plus
  • Any project management experience a plus
  • Manages, supports, configures, and troubleshoots all 820BDG IT assets (hardware and software)
  • Provides customer service by interacting directly with 820BDG members and works extensively with other agencies on troubleshooting efforts
  • Maintains accountability of all software/hardware assets thru the IT Asset Management program
  • Provides training to other 820BDG CSTs as the subject matter expert
  • Secures and implements access to 820BDG data contained on network file servers and SharePoint sites
  • Installs security patches, updates and software when required
  • Performs duties within a Sensitive Compartmentalized Information Facility (SCIF)
  • Performs duties as Cyber Security Liaison (CSL)/Information Assurance Officer (IAO)
41

Supervisor, Client Support Resume Examples & Samples

  • Monitors and manages group caseload by receiving escalations, reprioritizing cases when necessary, providing guidance to analysts, and coordinating supplemental training
  • Manages the work schedule for the team to ensure full coverage at all times during hours of operation (including holidays)
  • Performs case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing
  • Performs phone monitoring for each member of the Technical Support Analyst team on a monthly basis; evaluate the way the calls were handled, and communicate those evaluations in writing
  • Drafts/Reviews documentation (including training, process, and customer documentation)
  • Personnel administration including conducting interviews, performance reviews, coaching, discipline, training, etc
  • Regularly interfaces with other Concur departments to resolve customer issues and to develop and define processes
  • Be aware of and comply with all corporate policies
  • Graduate of Bachelor’s degree or meets the minimum required job experience
  • Experience in BPO or Client Support related work for at least 4 years is preferred
  • At least 5 years in IT or related field is preferred
  • Experience of at least 2 years in handling customer escalations and related complex issues
  • Experience of at least 2 years in providing training and acting as consultant to Technical Support Specialists
  • Must possess the following skills and/or abilities
  • Skilled in management of resources
  • Able to maintain good relationships with customers and all levels in the organization
  • Sets priorities and manages time effectively of himself and others
  • Provides decision quality that will affect the operations
  • Able to keep confidential information, admit mistakes and does not misrepresent himself for personal gain
  • Must have knowledge on the following
  • Adequate knowledge on product and company processes
  • Knowledge on PC Local Area Network
  • Knowledge on CRM system is preferred
42

Cons, Client Support Resume Examples & Samples

  • This position can be located in Phoenix (AZ), Riverwoods (IL) or New Albany (OH)
  • Development and continued evaluation of formalized executive level reporting
  • Data analysis of customer complaints related to transaction failures at the point of sale
  • Priority assignment and deployment of customer complaints to appropriate internal business partners
  • Tracking and reporting on deployed customer complaints
  • Validation of resolved customer complaints
  • Communication with our External partners such as Merchants, Acquirers and Issuers
  • Creation and delivery of both internal and external dashboards measuring results
  • Coordination and hosting of internal partner update meeting
  • Execution follow through on all customer complaint activities
  • Ability to manipulate data and provide a high level business update looking across all channels and analytics
  • Promote a risk-aware culture; ensure efficient and effective risk and compliance management practices by adhering to required standards and practices
  • Bachelors degree required
  • 4 years of relevant work experience with financial services experience preferred
  • Complex SQL Code writing/joining and query execution
  • Experience using Teradata, Tableau
  • Ability to create robust Executive level reporting
  • Strong oral and written communication skills
  • Strong reporting and analytical skillset
  • Ability to work both independently and as part of a team
  • Quick evaluation and decision-making skills of data and analytics
  • Ability to understand the details of their projects and how they support the overall strategic vision of the department, division and company
  • Strong leadership capabilities required to drive cross-functional teams to a consensus, establish synergy, and manage broad groups without direct authority
  • Creative problem solving / resourcefulness
  • Willingness to travel when needed
  • Lean six sigma and/or demonstrated process improvement experience a plus
  • Previous client facing experience a plus
43

Consultant, Client Support Resume Examples & Samples

  • This position can be located in Phoenix (AZ), Riverwoods (IL) or New Albany (OH)
  • Development and continued evaluation of formalized executive level reporting
  • Data analysis of customer complaints related to transaction failures at the point of sale
  • Priority assignment and deployment of customer complaints to appropriate internal business partners
  • Tracking and reporting on deployed customer complaints
  • Validation of resolved customer complaints
  • Communication with our External partners such as Merchants, Acquirers and Issuers
  • Creation and delivery of both internal and external dashboards measuring results
  • Coordination and hosting of internal partner update meeting
  • Execution follow through on all customer complaint activities
  • Ability to manipulate data and provide a high level business update looking across all channels and analytics
  • 4 years of relevant work experience with financial services experience preferred
  • Complex SQL Code writing/joining and query execution
  • Experience using Teradata, Tableau
  • Ability to create robust Executive level reporting
  • Quick evaluation and decision-making skills of data and analytics
  • Ability to understand the details of their projects and how they support the overall strategic vision of the department, division and company
  • Strong leadership capabilities required to drive cross-functional teams to a consensus, establish synergy, and manage broad groups without direct authority
  • Willingness to travel when needed
44

Remote Client Support Technical Lead Resume Examples & Samples

  • Coordinate and support users with the use of core banking applications, standard MS Office software and other related banking business solutions. Answer, evaluate, and prioritize incoming requests for assistance
  • Monitor tickets submitted in HEAT by identifying trends and accurately capturing details to determine incident trends and improve IT processes and systems through accurate reporting. Create and update documentation on established Technical Support procedures and processes, problem resolution steps, and escalation procedures. Make recommendations to management on updates and changes needed
  • Develop diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct both common and uncommon failures utilizing remote access tools. Present comprehensive solutions to the various teams to assist in remediation of global issues
  • Develop in depth technical training program for other members of the team and assist in delivering the training program
  • Bachelor’s degree required. Preferably in Information Technology
  • Requires A+ and Network + Certifications
  • Prefer MCP-Microsoft Certified Professional Certification
45

Transaction Banking Client Support, Associate Resume Examples & Samples

  • Over 5-8 years relevant work experience within the financial industry
  • Broad knowledge of TB products and/ or IT solution in cash (payments, collections, liquidity and channel solution), Trade (short-term trade – LCs, open account products, Guarantees, Supply Chain Management) and transactional FX services
  • IT or Operations experience is preferred
  • Able to speak/read/write business level Japanese
  • Strong leadership and team building skills in multi-cultural environment
  • Bachelor’s degree or higher in Finance, Business, or similar field of study
  • Ability to quickly learn and handle technical systems
  • Hands-on and positive can-do work attitude towards internal processes
  • Strong computer skills including Excel, Word and PowerPoint to support online banking activities for corporate activities
  • Good organizational and analytical skills
  • Knowledge of regulatory policies and procedures
  • Ability to work with staff of all levels
46

Application / Client Support Resume Examples & Samples

  • Provide application support and communicate technical issue resolution via email, phone, web and during customer-facing meetings
  • Manage incidents to closure, including necessary escalations and leading internal task forces
  • Build rapport and elicit problem details from customers
  • Provide timely, efficient and informative follow up to user questions or issues
  • Communicate regular status and progress for both internal and external stakeholders
  • Deploy the client's product suite for test, demonstration or educational purposes
  • Assist in testing new software functionality prior to release
  • Assist in generating training materials and other customer facing documentation
  • Document all incidents in incident tracking system or CRM
  • Strong understanding of Java based web application technologies (client/server architecture, & relational database concepts)
  • Strong communication and customer relation skills
  • Experience with Network Technologies (TCP/IP, HTTP/S)
  • Experience with MS Windows Server and Desktop operating systems
  • Experience with SQL Server 2008 R2 to 2012
  • Experience writing/troubleshooting SQL and XML
  • Experience in healthcare insurance industry preferred
  • Bachelor’s degree in Computer Science, Engineering or related degree or equivalent work experience. 4+ years of technical client support experience with an enterprise software Enter detailed description of what the successful applicant will be doing in this role
47

Client Support Center Manager, Director Resume Examples & Samples

  • Communicate with clients, business partners, and outsource vendors to exchange information and process transaction requests
  • Make independent decisions regarding client requests
  • Assess and devise plans for one-and-done servicing, unified servicing channels as applicable, and elimination of hand-offs wherever possible
  • Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence
  • Maintain a high level of expertise in all products, services, and channels clients use in order to provide a great client experience
  • Develop and implement client service strategies and ways to enhance the client experience through analysis, personal interaction, feedback, and satisfaction surveys. Implement strategies to improve client satisfaction scores
  • Manage outsourcer engagement and ensure contractual obligations are met
  • Minimum 10-15 years of Banking experience
  • Minimum 10-15 years of Supervisory experience
  • Minimum 5-10 years Call Center management experience
  • College degree (preferred) or related experience, demonstrating in-depth functional area expertise
  • Strong leadership, presentation, and conflict management skills
  • Excellent customer service and advanced problem resolution skills
  • Strong interpersonal, written, and verbal communication skills
  • Experience leading meetings and facilitating information exchange with internal and external business partners
  • Familiarity with budgeting and financial controls
  • Strategic thinker with ability to create and execute on business plans and strategies
  • Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues
  • Demonstrated ability to overcome obstacles, gain consensus, and implement solutions
  • Strong project management and analytical skills
  • Knowledge of industry best practices and networking outlets
  • Ability to identify risk, control weaknesses, and implement changes to remedy such risks
  • Strategic and tactical thinking capabilities with strong execution leading to continuous process improvement
  • Strong talent and bench-strength development capabilities
  • Effective business partnership development
48

CTS Client Support Technician Resume Examples & Samples

  • Ability to execute assigned project tasks within established schedule
  • Ability to replace major parts of a PC
  • Knowledge in the assigned IT environments
49

Client Support Admin Resume Examples & Samples

  • Must be able to type minimum of 50wpm
  • Able to conduct professional communication with clients, via e-mail and phone when necessary
  • Complete written client requests, account updates/data entry updates, efficiently and accurately
  • Ability to multi-task within several programs while maintaining accuracy
  • Entering of new accounts into database
50

Mortgage Client Support Resume Examples & Samples

  • Support Retail Banking employees, key external stakeholders and direct customers by taking calls from our staff, customers and brokers
  • Operational duties associated with the support of our Retail Banking staff, including any miscellaneous requests
  • Understand and record any issues, manage resolution and escalate for resolution as required
  • Complete all mortgages retention activities that are covered within Sales Support (by phone- inbound and outbound, email, queues, etc)
  • Manage MIS Report for files outstanding at Pre-edit, including email/phone contact with Brokers
  • Complete Retention Pricing reviews for customers/staff and broker
  • Complete New Business Pricing Requests from BDM’s and Mortgage Specialist
  • Support offshore Retention Staff with complex queries/check and send emails
  • Prepare submission for changes to living Expenses and seek approval from Head of Mortgages Distribution
  • Be available on the Broker Assist phone line to take calls from brokers and complete related processes
  • Be available to take queries from Mortgage Specialists/Staff/Brokers and BDM’s (by phone, email, queue, tracker, etc.) and complete investigation into the issue/problem within agreed service levels
  • Customer (internal and external) focused
  • Service focused and results driven
  • Must be organised
  • Ability to multitask with good attention to detail
  • Good people skills
  • Good at building relationships within the team and business partners
  • Investigation capability
  • Sound knowledge Credit Policies and Procedures, including Mortgage Insurers
  • Resilient and open to change
  • Contributor to success of the team and its team members
51

Manager, Client Support Resume Examples & Samples

  • Providing guidance to a team of business / technology focused Support Analysts who are accountable for providing strong customer service by providing fast and accurate solutions to complex application behaviors
  • Development of team skillsets
  • Fostering career growth while motivating employees
  • Defining and fostering successful completion of objectives
  • Process creation and improvement
  • Performance monitoring and policy enforcement
  • KPI (Key Performance Indicator) creation
  • Global collaboration with regional managers of separate Support locations as well as with management of the Global Product Specialization team
  • Organizing and leading team meetings and events
  • Client facing communication, including resolution of challenging client scenarios
  • Interaction with management of various functional areas throughout OpenLink
  • Providing presentations to large audiences covering Support Group procedures and best practices
  • Management of defect status calls
  • Staying up to date with industry trends and concepts, and potential impact on business
  • Maintaining regular touch points with top clients for relationship building and collaboration
  • Strong knowledge of running day to day operations of a Support Group in a financial or energy related field required
  • Experience developing and maintaining client relationships required
  • Strong knowledge of the Software Development Lifecycle required
  • Knowledge of general technical concepts including SQL, database management and/or programming required
  • Strong organizational skills and ability to multi-task in a high-pressure fast paced business environment required
  • Strong background of resolving challenging client scenarios required
  • Knowledge of OpenLink applications required
  • Knowledge of finance and business terminology required
  • Strong problem solving and analytical skills required
52

Client Support Senior Specialist Resume Examples & Samples

  • Provides telephone support to Merchants and Clients and performs account analysis using various systems/applications, analytical and critical thinking skills, and a personalized level of service
  • Address Merchant and Client needs by following established protocols to resolve inquiries pertaining to Risk cases
  • Answer inbound calls received via an Automatic Call Distribution (ACD) system, from merchants and other entities associated with Chase Commerce Solutions merchant accounts
  • Properly address caller questions/inquiries and/or issues pertaining to any of the following
  • Risk Initiated Account Terminations
  • Risk Initiated Funds on Hold
  • Release of Funds on Hold
  • Risk Sent Merchant Letters
  • Risk Reserve Release Requests
  • Transactional Detail Review & Analysis
  • Risk Case Decisioning
  • Explanation of Merchant Agreement Termination Conditions
  • Internal inquiries from other groups
  • Navigate our internal transaction monitoring and case management systems to resolve the caller’s risk issues
  • Investigate the nature of Risk initiated funds on hold and decision for potential release of funds while caller is on the line
  • Professionally communicate with callers using interpersonal skills that convey a sense of ownership, commitment to resolution, and industry knowledge and expertise that instills caller/merchant confidence in Chase Commerce Solutions' ability to provide ongoing account support
  • Consistently break down complex information into simplistic terms, to enhance caller understanding for optimal call handling and issue/request resolution
  • Ability to resolve client issues through stressful situations and difficult conversations while maintaining a level of professionalism and exhibiting soft skills
  • High School Diploma (or equivalent) required, Bachelor Degree preferred
  • Knowledge of computer software systems such as Microsoft Office, with ability to quickly learn and master new applications
  • Ability to provide professional and interpersonal communication when interacting with others
  • Skilled at multi-tasking, working well under pressure, and meeting department deadlines
  • Ability to think critically and exhibit sound decision-making skills
  • 2 or more years customer service experience
  • 9 months of customer support in a call center environment preferred (Banking industry, preferred)
  • Knowledge of Merchant Services environments and the payment processing industry
  • One or more years fraud or security related experience, preferably in a service or banking related environment
53

Manager, Client Support Resume Examples & Samples

  • Participates in the development of policies and procedures to ensure client satisfaction and department standardization; including support of the evolving Client Services vision
  • Implements and establishes clear expectation for adherence to departmental procedures to ensure client satisfaction and process standardization
  • Participates and in some cases leads tracking and reporting of policies and controls required to support Fiserv Risk and Compliance standards
  • Manages team performance based on established metrics and procedures to drive successful goal attainments at the associate and team levels
  • Provides consistent 1:1 sessions with associates and teams, adapting a style and approach to be effective in different situation to coach, mentor, and develop performance levels to deliver value for Fiserv and its customers
  • Initiates and delivers effective associate performance reviews and improvement plans, clearly explaining the criteria to be used to determine whether work meets or does not meet quality standards to ensure the health of a successful service environment
  • Establishes and maintains relationships with other operating departments or other business units to support effective servicing interactions and solutions; responsible for escalating to appropriate areas as needed
  • Manages the knowledge level, scheduling, and activities of the service team to ensure appropriate service coverage including timely and quality resolution of clients’ support needs
  • Escalation point to Clients supporting the services required
  • Bachelor’s Degree or a minimum of three years managing a client service team of 5 or more people
  • Minimum of five years working in the banking industry
  • Demonstrated knowledge of management by metrics
  • Analytical skills for sound problem solving and decision making, supported by facts
  • Working knowledge of MS Office, quality assurance practices and statistical analysis
  • Bachelor’s Degree in Business Administration or Finance
  • Knowledge of Treasury Management with a focus on lockbox operations
  • Knowledge of knowledge of client service systems such as phone, ACD, and case management systems
  • Knowledge of Fiserv business and products
  • Knowledge of department financials
  • Local candidates
  • Ability to motivate employees to perform at peak standards
  • Ability to delegate service issues to appropriate resources for successful resolution
  • Highly organized, ability to multi-task and to work well under pressure
  • Takes initiative and ownership
54

Client Support Resume Examples & Samples

  • Receives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket
  • Creates case logs, record information, establish resolution time, follow up on issues, and escalate complex issues
  • Assesses issues and establish a course of action to guide the client/associate to timely resolution of inquiry
  • Troubleshoots problems with malfunctioning software applications and recommends corrective action
  • Directs and guides clients through resolution of technical issues
  • Submits requests for product changes and other custom programming updates
  • Practically applies knowledge of CDK case resolution process, policies, and escalation methodology
  • Attends training courses as required and stay abreast of evolving internal processes and industry developments
  • Provides customer service and remote support services and applies problem solving skills
  • Works in a team environment and assist team members on various issues
  • Provides other ad hoc support and duties as assigned
  • Works in an environment with competing priorities
  • Associates/Bachelors strongly preferred
  • Proficient PC skills, specifically in Windows and IOS environments
  • Knowledge and familiarity with mobile devices (Smartphones/iPads)
  • Ability to document, track and monitor a problem/issue to a timely resolution
  • Problem solving ability
  • Strong negotiation skill; strong verbal and written communication skills along with prioritization of duties
  • 1 year of PC desktop support or technical support experience with client contact
  • Knowledge of Microsoft O/S and PC hardware, Microsoft Printing, Active X controls, and Mobile devices (Smartphones/iPads)
  • Experience using a ticketing System such as Clarify, Remedy, or Footprints
  • Knowledge of Unix / Linux / SQL
  • PC certifications (A+, MCDST or MCST)
  • Automotive industry experience
  • Bilingual French or Spanish
55

Senior Client Support Desk Agent Resume Examples & Samples

  • At least 2 years of excellent client support experience gained either within a previous Support Desk / Client Training position or client focused role
  • Understand the cash and custody business
  • Strong presentation skills, face to face and remote training experience
  • Excellent level of written and spoken English
  • Quick in analyzing incoming calls and able to cope with high volumes
  • Work in a small team, communicate and update colleagues continuously
  • Client focused and dynamic, able to deal with any client query in any situation
  • Ability to multi-task and get the job done quickly
  • Fast learner and self-motived to learn in more depth
  • Proven experience in the support of a product to external clients
  • A working knowledge of the cash and custody business
  • HDI or similar standard / ITIL qualified preferred
56

Client Support Executive Resume Examples & Samples

  • Experience of delivering training solutions within the managed print industry
  • Excellent Microsoft Office skills, with a focus on Excel, PowerPoint and Visio
  • Knowledge of the following would be beneficial PCounter, Papercut, Uniflow, Equitrac, Sharpdesk, Ecopy & Callisto
  • Knowledge of products such as: Ricoh, Sharp, Canon & Kyocera
57

Quality Analyst Client Support Arabic Resume Examples & Samples

  • Experience working in content moderation, policy, forum/community moderation, or sales/customer service environments
  • Demonstrates an eye for detail
  • Ability to use judgment to help analysts apply the most appropriate solution for complex client situations
  • Demonstrates ability to coach and provide feedback to analyst
  • BA/BS degree or equivalent experience
58

Quality Analyst Client Support German / Dutch Resume Examples & Samples

  • Experience in Quality auditor role in same
  • Excellent communication skills – written and oral in English + language
  • Ability to analyze data and derive actionable insights
  • Client focused and solutions oriented; Good problem solving and analytical skills
  • Ability to prioritize effectively according to changing circumstances and manage multiple projects while maintaining strict attention to detail
  • Experience in content moderation/policy/support at a major online company
  • Experience working in and with a global organization
59

Assistant Client Support Center Manager, VP Resume Examples & Samples

  • With guidance from Manager and executive management, make independent decisions regarding client requests weighing impact based on risk and drawing on overall banking knowledge and experience
  • Execute plans for one-and-done servicing, unified servicing channels as applicable, and elimination of hand-offs wherever possible
  • Respond to escalated client service issues, inquiries, and complaints and resolve complex issues
  • Implement client service strategies and ways to enhance the client experience through analysis, personal interaction, feedback, and satisfaction surveys. Implement strategies to improve client satisfaction scores
  • Manage outsourcer engagement and report any contractual obligations which are not met
  • Monitor and manage outsource team for adherence to MUFG Union Bank policy/procedure and maintain client relationships and expectations
  • Implement change that will effectively reduce or eliminate identified control weaknesses
  • Minimum 5 years of Banking experience
  • Minimum 5 years of Supervisory experience
  • Demonstrated leadership, presentation, and conflict management skills
  • Excellent customer service and problem resolution skills
  • Effective interpersonal, written, and verbal communication skills
  • Analytic thinker, able to execute on business plans and strategies
  • Knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues
  • Demonstrated ability to overcome obstacles, gain consensus and implement solutions
  • Project management and analytical skills
  • Networking outlets and stay in tune with industry best practices
  • Ability to implement changes to remedy risk and control weaknesses
  • Analytical and tactical thinking capabilities with execution leading to continuous process improvement and superior customer service
  • Talent and bench-strength development capabilities
60

Manager Client Support Center Resume Examples & Samples

  • Supervising a team of Client Support Center Analysts focused on meeting Customer Service, efficiency and quality standards in order to meet/exceed client expectations
  • Evaluating, implementing, and continually assessing/optimizing a team structure, as well as business processes, policies and procedures to ensure the efficiency and effectiveness of the Client Service Center
  • Support the Client Support Center Agent Group with daily call volume relief
  • Assist with ensuring that personnel are logged into the queue during peak times and times of need
  • Assist with scheduling needs, aiding coworkers and maintaining that adequate coverage is always kept
  • Provide continual and ad hoc reporting from phone monitoring and case tracking software
  • Continual review of the queue and call waiting times, ensuring that call statistics are within acceptable metrics
  • Maintain weekly meeting documentation, ensuring that all necessary parties follow-up on action-items per meeting outcomes (if any)
  • Serve as a direct escalation point for client challenges
  • Respond to customer calls and e-mails
  • Advocate the importance of external customers within athenahealth
  • Work cross-functionally to continuously improve athena’s service
  • Assist with new hire on-boarding (interviewing, training, and assessing)
  • Assist the Manager of the Client Support Center in building an exemplary customer support organization
  • Other duties as assigned by the Senior Managers and Managers of the Client Support Center and Director of the Client Support Center
  • Prior experience enforcing and maintaining department policies and procedures, with a focus on continuing staff education
  • Experience leading a group of analyst-level staff toward professional success
  • Bachelor of Arts or Bachelor of Science Degree
  • Experience working in a healthcare client support setting
  • Resourceful approach to solving problems from the beginning through to resolution
  • Ability to manage small and medium sized projects from inception to completion
  • Strong organizational skills and attention to detail
  • Flexibility: comfort working in a rapidly changing, diverse environment
  • Initiative – Not only able, but also excited by the prospect of working in a fast-paced, hard-working environment
  • Strong analytic and problem solving capabilities
  • Mastery of Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint
  • Calm, empathetic phone manner
  • Ability to maintain poise and sense of humor in stressful situations
  • Understanding of the needs of our clients and how attainment of our goals will meet those needs
  • Understanding the business need to set and attain ever more challenging goals
  • Understanding of, and dedication to, continuous improvement of our processes and ourselves to support athena’s mission
  • Eagerness to participate in change-oriented endeavors geared toward expanding our capabilities
  • Willingness, as part of a team, to personally provide at least 51% of the commitment and effort required to solve a problem
  • Willingness to vary job responsibilities as required to meet the needs of our clients
  • High level understanding of the three major services lines and of the organization’s responsibility for delivering on them
  • Understanding of the Balanced Scorecard and each department’s responsibilities under it
  • Excellent communication skills (particularly listening and speaking)
  • Maniacal attention to detail
  • Strong computer literacy and/or the comfort, ability and desire to advance technically
61

Private Client Support Associate Resume Examples & Samples

  • Responds to telephone and e-mail service requests, inquiries or complaints from Private Client Services clients. High volume of contact with sophisticated high net worth client base
  • Pulls daily reports, including ODs, Significant Balance, and others as needed
  • Ships and receives documentation, statements, and other client correspondence
  • Composes a variety of client letters using appropriate and professional business language and handles incoming mail
  • Sets clients up with Internet Banking and other alternative delivery services
  • Troubleshoots client issues as needed
  • Organizes and maintains a file system and files correspondence and other records
  • Performs assignments with established directives involving knowledge and application of policies and procedures including STOPPED policy and Private Client Services procedures. Uses independent judgment in actions taken
  • Answers and screens telephone calls for Private Client Managing Director and arranges conference calls if applicable
  • Researches, compiles, stores and retrieves data for presentation of reports. May prepare statistical reports
  • Coordinates and arranges meetings, prepares agendas reserves and prepares facilities and records and transcribes records of meetings
  • Analyzes facts and circumstances to conclude and make recommendations for solving administrative problems within the limits or accepted practice
  • Assists Private Client Bankers and Private Client Managing Directors with various projects
62

Inside Sales Account Manager / Client Support Resume Examples & Samples

  • Engage with existing clients to ensure renewal of contract and be the primary client contact for defined accounts
  • Executes client contact campaigns driven by the team leader and effectively utilize technology and tools to enhance client loyalty
  • Achieve monthly and annual client retention goals
  • You will begin by sharing a team goal, which will allow you to focus on learning the business
  • Initiates sales process by assisting in prospecting, scheduling appointments, and utilizing sales personnel to close sales within our existing client base
  • Provides introductory advice about products and services to customers and external business partners
  • Assist/follow up on new orders through the membership process
  • Great team culture!
  • University graduate (BS/BA in business preferred)
  • Sales or business experience preferred but not required
  • Ability to learn business and sales concepts quickly through online education, team members and mentoring and coaching
  • Excellent prioritization and time management skills
  • Highly motivated, goal-oriented and driven to win
  • Financial Services industry knowledge is helpful; e.g. banks, credit unions, collection agencies, mortgage
  • Able to effectively work with a team and collaborative decision making skills
63

Senior Client Support Associate Resume Examples & Samples

  • Must have excellent communication skills, both verbal and written
  • Must be well organized, detailed oriented, accurate and efficient
  • Develop and demonstrate strong computer skills (ability to adapt to new software and systems)
  • Financial services industry or banking experience is a plus, preferably in foreign exchange services
  • Must be able to work independently in a team environment
  • Undergraduate degree in business or finance is preferred
  • Excellent customer service skills and experience
  • Positive attitude and team player needed
64

Client Support Configuration Manager Resume Examples & Samples

  • MS Windows 8, 10 and Mac Operating Systems
  • Experience with MS Systems Center Service Manager (SCCM) to include experience with Operating System Deployments
  • Experience with VPN technologies
  • Experience with configuration of Android and iPhones
  • Experience with personal computers, terminal, peripheral equipment and associated software repair, installation, configuration, and system operation
  • Familiar with configuration and management of mobile devices, such as tablets and phones
  • CompTIA Security+ or equivalent DoD 8570 compliant certification required
  • Good communications skills; shows tact, effective listening skills and follow through
  • 5-8 years of directly related experience in systems administration and analysis
65

Supervisor, Client Support Resume Examples & Samples

  • Participate in the Hiring, training and development of a strong support staff to ensure a high level of client satisfaction
  • Oversee the team’s workflow and client engagements to ensure a high level of client satisfaction with Support
  • Collaborate with other Managers, Supervisors and Leads to create a work schedule for the team that ensures full coverage at all times during hours of operation (including holidays)
  • When needed, act as a client-facing point of escalation to further ensure resolution to client cases and concerns
  • Coordinate with and maintain relationships with cross-functional organizations and departments within Concur to ensure efficient operations
  • Establish and report a set of metrics and dashboard that reports on accomplishments and forecasts outcomes
  • Maintain a working knowledge of the Product and Services in order to identify the scope of work that is assigned to leads and analysts, contribute to closing cases when needed and to recognize the full range of effort by staff from exceptional to sub-standard
  • Recognize employees for exceptional work and product guidance and improvement plans when needed
  • Monitor group caseload, escalate or reprioritize cases as necessary, monitor case progress, provide guidance to analysts, and coordinate supplemental training
  • Monitor and process flows to ensure that client cases are progressing through the workflow
  • Guide team members on general Support tasks and processes
  • Review SLA metrics and raise attention to other management teams in Support when the team is failing to meeting the SLA guidelines
  • Collaborate with Product Group Leads to help ensure client concerns are addressed with appropriate priority
  • Serve as a first level of escalation and work directly with clients on escalated cases and concerns
  • Perform case reviews for each member of the Support Analyst on a monthly basis; evaluate the way the cases were handled, and communicate those evaluations in writing
  • Personnel administration including conducting performance reviews, coaching, discipline, training, terminations, and potential new hire interviews
  • Regularly interface with other Concur departments to resolve customer issues and to develop and define processes
  • Bachelor degree in a technical field or equivalent experience
  • Four or more years of experience in technical or service support interfacing with customers
  • Two years experience as a point of escalation to resolve complex cases and determining resources required to resolve
  • Two years of experience leading a team by providing training, advice and guidance to technical support specialists to resolve specific cases
  • Ability to pass a background check
  • Excellent written and verbal communication skills, including persuasion and documentation skills
  • Ability to plan and to prioritize
  • CRM experience preferred
  • Able to work under pressure in a fast-moving environment
  • Deep working knowledge of a GDS is a plus
  • Fluency in English is a must, French, German and Spanish are a plus
66

Client Support Executive Resume Examples & Samples

  • To handle the day to day customer support, operational functions and goals using the available resources via the most efficient, effective and great integrity methodology
  • To perform User Acceptance Test (UAT) to any system deliverables and/or data patches prior to production roll out
  • University degree with emphasis in business or finance management or equivalent
  • Preferably with at least a year of banking operations experience
  • Experience in establishing standard processes, documentation, and conducting User Acceptance Test will be an advantage
  • Process oriented and carries great integrity in his role
  • Well versed in MS Office application
67

Manager, Client Support Resume Examples & Samples

  • This position will be responsible for managing a group of Client Service Analyst that are focused on providing support for Fiserv Clients utilizing Precision Loan Products
  • The manager will be responsible for oversee the day to day support functions within the group including ensuring proper staffing, timely case resolution, and adherence to quality
  • The support of these products also includes troubleshooting issues and effective communication to both clients and internal stake holders
  • Responsible for managing a team of associates providing support for the Precision Loan Products
  • Manages the knowledge level, scheduling, and activities of the service team to ensure appropriate service coverage including the timely and quality resolution of clients’ support needs
  • Bachelor’s Degree in Business, Finance or a related field is preferred
  • Minimum of Five years’ experience in the financial services industry, a substantial amount of which must have involved client services or customer services roles
  • Minimum of two years relevant experience managing teams
  • Extensive knowledge of client service systems such as phone, ACD, and case management systems
  • Strong knowledge of banking and lending industry
  • Excellent leadership skills and ability to motivate employees to perform at peak standards
  • 10% - 15%
68

GM Securities Lending Trader & Client Support Resume Examples & Samples

  • To assist Head Trader APAC in effectively lending out client securities in Asian time zone
  • Ensuring a high level of client service is observed while adhering to client and lending restrictions
  • Establish and maintain relationships with trading counterparties in Asia while seeking and maximizing profitable revenue streams
  • Ensure that Investor Services develops and consistently maintains a premier quality reputation, internally and externally, for the ASL aspects of its business
  • Provide input into formulation and maintenance of the ASL APAC development plan
  • Prepare various MIS reports, revenue estimation, presentations for client meetings and reviews
  • Adherence and practice DB’s safety and soundness principle at all time
69

Client Support Tax Consultant Resume Examples & Samples

  • Use specialized depth and/or breadth of expertise to service ADP's largest clients Interpret internal or external business issues and recommend solutions/best practices to ADP leadership and to clients
  • Work independently to resolve issues and provide solutions, with guidance in only the most complex situations
  • Share knowledge and best practices with less experienced Consultants and Specialists
  • Bachelor's Degree is preferred; equivalent in education and experience considered
  • Negotiation and problem solving skills
70

Client Support Payroll Tax Consultant Resume Examples & Samples

  • Work pro-actively with clients to provide information, best practices and training on ADP solutions
  • Proven ability to produce positive results
  • Professional consulting experience or equivalent experience as a practitioner in a systems-related organization
  • 5 years of experience in a customer service environment preferred
  • Ability to demonstrate learning agility and critical thinking skills, including sophisticated Human Capital Management areas (HR, Payroll, Tax, etc.) and software related information in both a classroom and in a hands-on environment
  • The ability to learn and apply basic concepts in new and more complex situations Initiative to seek out answers, solutions, and positive outcomes for both the client and ADP
  • A history of successful performance in one of the following operational, implementation or client service positions: Coordinator/ Specialist/ Tax Service Coordinator/Account Executive
  • The ability to collaborate and work in a team environment as well as work independently while making sound decisions
71

Global Client Support Associate Resume Examples & Samples

  • Administer the sales order and purchase order processes
  • Manage vendor costs and ensure access to vendor pricing
  • Capture data and produce reports as required by the sales process and sales team
  • Demonstrate proactive management
  • Display good verbal and written communication ability
  • Possess the ability to manage assigned work processes
72

Senior Analyst, IT Client Support Resume Examples & Samples

  • Requires detailed knowledge of PC hardware, Operating systems, network configuration, server interaction, diagnostics and troubleshooting
  • Replaces and rebuilds hardware components as needed
  • Fixes basic routine issues
  • Installs/removes/configures basic applications
  • Typically is a college/university graduate or has equivalent experience
  • Has basic knowledge of theories, practices and procedures in a job family or skill
  • Applies knowledge and skills to complete own work
  • Depends on others for instruction, guidance and direction
  • Develops competence in own area by performing routine work
  • Coordinates the fulfillment of detailed service requests and assists in the resolution of advanced problems in high availability environment
  • Requires working knowledge of: all hardware, hardware build, configuration, compatibility, upgrades, diagnostics and troubleshooting, and desktop based security methodologies
  • Requires troubleshooting capabilities of the operating systems, and OS modifications
  • May assist with the resolution of advanced issues
  • Experience supporting multi-platform environments including the following: Windows 2000/XP Professional, Microsoft Office Professional Suite, Lotus Notes, Microsoft Exchange, Microsoft
  • Internet Explorer, Visual Basic, Citrix Access Gateway, Symantec AV suite, and Altiris
  • Good understanding of the following hardware and network topologies/protocols: HP and Dell desktops, laptops, network hubs, Ethernet and TCP/IP protocol
  • Individual may participate in a rotating primary support role. This includes after hour and weekend support as required
  • Periodic travel to support business initiatives is required
73

Client Support Desk Agent Resume Examples & Samples

  • To provide first level product & business support to the BNYM Client base across Europe, Middle East and Africa
  • To provide telephone and email support on several proprietary banking software products
  • To present solutions to a diverse range of product queries including general functionality and training, admin, Tier 1 technical advice, while also supporting the more in-depth business related queries
  • To effectively use the telephone system and call logging products in accordance with CTDS Helpdesk guidelines
  • Excellent client support experience gained either within a previous Helpdesk position or client focussed role (at least 2 years experience)
  • A working knowledge of the cash and custody business (preferable)
  • Existing relationships with related business and technical units (preferable)
  • At least educated to A level standard – essential
  • HDI or similar standard – preferable
  • ITIL qualified – preferable
  • European language skills (essential)
  • Ability to multi-task and get the job done quickly (essential)
  • Understand the cash and custody business and keen to know more (essential)
  • Work in a small team, communication and updating colleagues continuously
74

GE Healthcare Client Support Intern Resume Examples & Samples

  • Full-time student pursuing a bachelors degree
  • Ability to focus and work on computers
  • Ability to articulate problems in clear and simple terms
  • Demonstrated analytical ability and competency in data entry
  • Proven Leadership skills and experience
  • Strong Initiative and ability to work independently and in teams
  • Desire and ability to listen and learn
  • Able to work for a minimum of 7 weeks
  • Demonstrated analytic approach to problem solving
  • Curiosity and eagerness to learn
  • Demonstrated leadership skills and community involvement
  • Prior experience in market research and data analysis
  • Proficient in Microsoft Office suite
  • Prior experience in community involvement
75

Software Client Support Coordinator Resume Examples & Samples

  • To be responsible for all administration associated with a portfolio of Willis Towers Watson software clients based globally
  • To process new sales in accordance with the client’s software licence agreement and software terms
  • To be responsible for the provision of software, the creation of software licencing in line with the client’s technical environment, setting up new contracts and issuing invoices
  • To be the first point of contact for Willis Towers Watson clients and consultants for queries relating to software licensing, billing, contract renewal and general enquiries
  • To manage the timely and accurate annual software licence renewal process, in line with Willis Towers Watson internal processes and client billing requirements
  • To arrange the distribution of trial software and to liaise with Willis Towers Watson consultants regarding progress
  • To provide clients with quotations for additional licences as required, taking into account the terms of their licence agreement
  • To provide support to colleagues within the Software Sales Administration team as required due to absence, changing priorities within the team or business volume fluctuations
  • To accurately and effectively maintain all sales and marketing databases
  • To assist with the distribution of new software releases and mailshots, as required
  • Excellent customer service skills with experience of dealing with corporate clients and individuals at all levels
  • Proven administration and organisational skills with the ability work on own initiative, juggle tasks and prioritise work
  • Strong IT skills with an aptitude for easily learning new IT systems and computer skills
  • Good knowledge of Excel and Word, numerate and an eye for detail
  • Proven track record of handling complex queries and tasks in a pressurised environment
  • Excellent attention to detail with the ability to accurately review the quality of own output
  • Flexible ‘can do’ attitude with the determination to solve problems and seek solutions
76

Windows Client Support Adminstrator Resume Examples & Samples

  • Associate's degree in Information Technology or related discipline and 3 years previous experience with Windows 7 operating systems and related networking (TCP/IP, DHCP, DNS). Additional years experience in lieu of degree is acceptable
  • Audio Visual, Blackberry, and VOIP Telephone equipment experience beneficial
  • Scripting: Power Shell, VBscript, or JavaScript a plus. Experience with Virtual environments
77

Client Support Executive Resume Examples & Samples

  • To promote and identify effective solutions in support of all aspects of dealer/customer liaison in order to provide high levels of customer satisfaction, e.g. co-ordination of all activities required in meeting prompt and effective solutions
  • Maintain an up to date working knowledge of the company’s systems, products, components, manufacturing methods and techniques, essential for discussions with customers, associated companies, government authorities and the general public
  • Provision of daily company aftersales customer service, through all means of communication. Continuous, prompt and professional support by email, letter, telephone to the dealer network and Aston Martin customer base. Maintain records by using the CRM system
  • Identify and agree costs relating to Warranty with members of the AM dealer network. Where appropriate, identifying through discussion and negotiation with customers and dealers, post-warranty contributions, to mutual levels of satisfaction, within agreed concession parameters
  • Manage the on-going maintenance and accurate filing of all records and reports relating to Aston Martin vehicles, customers and dealers including; dealer communications, Service Bulletins, Field Service Actions, Service Action Recalls, Policy Letters and ePDR’s
  • Continued assessment of service and added value opportunities, which contribute towards customer satisfaction and cost of ownership
  • Lead in the organisation and delivery of global on territory After Sales conferences, including scheduling, preparation and deployment in major markets, additionally follow up with formal minuted closure
  • Planning and deployment of global on-territory Customer Service Clinics, in–line with scheduled plans and dealer requirements
  • As required, represent After Sales at relevant in-house meetings, also at key external events that are relevant commercial activities e.g. Track Days, Motor shows and Dealer Promotional events
  • Identifying on-going improvement areas in workshop efficiency, cost of ownership and profitability, also aftersales parts performance and parts stock holding
  • Degree or equivalent
  • Preferred understanding of servicing and maintenance procedures, as well as an ability to present and communicate at all levels in a responsible and professional manner
  • Comprehensive IT skills: using mainly Microsoft applications and appropriate AM Systems
  • Previous automotive manufacturer or dealer experience
  • A full and clean driving licence is essential
  • Extensive knowledge of the Company’s products
  • Able to work in a team, autonomously and motivate others
  • Excellent inter-personal skills with ability to influence others with no direct reporting structure
  • Be a friendly and enthusiastic self-starter
  • Able to demonstrate a strong and innovative business acumen
78

Client Support Leader Resume Examples & Samples

  • Ensure that IT is represented at the highest level of professionalism when communicating with internal customers (business partners), vendors, and contractors
  • Act as an escalation point for critical incidents
  • Establish, refine and advocate Client Services best practices for insuring customer satisfaction, service request automation, customer self-help, team member on-boarding and escalation of issues to Tier 3 support teams
  • Define and communicate service level agreements and resource allocation to the IT Leadership team
  • Organize and negotiate IT resource allocation to meet Client Service SLAs
  • Manage day to day productivity and engagement level of assigned direct reports and ensure that performance goals are met. Mentor and develop team members
  • Gather feedback from end users, analyze results, make recommendations for support process-improvement, and implement changes
  • Track and report on metrics for incidents, requests, projects and changes in the IT Service Management (ITSM) solution
  • Manage to and report on internal SLA’s. Create and deliver service desk metrics that establish baselines and performance metrics relating to SLA’s for client services team
  • Apply and/or enforce ITIL, change management processes and risk management processes
  • Coordinate the development and maintenance of the support knowledge base
  • Define realistic interval (daily, weekly, monthly, quarterly, yearly) metrics to review service desk performance. Drive continuous service improvement and responsiveness within the service desk
  • Combine ‘hard’ performance metrics with ‘soft’ customer survey data to better develop staff and user based training and IT responsiveness
  • Manage 2-3 medium, or 1-2 large infrastructure engineering initiatives simultaneously
  • Liaise with internal technology partners and external vendors to ensure effective communication, collaboration, and stakeholder involvement
  • Manage contact, purchasing and licensing agreements for major vendors and products including: Microsoft, CDW, ServiceNow, Adobe…etc
79

Client Support Rep Lvl, Consultant Resume Examples & Samples

  • Strong working knowledge of Account Reconcilement processing
  • Working knowledge of Automotive Clearing House (ACH) processing, with details understanding of NACHA rules and regulations
  • Solid understanding of various Software Development Life Cycles (SDLC) and all aspects of application phases from design through deployment. Including but not limited to Models: Agile, Iterative and Incremental, Waterfall
80

Data Center Client Support Technician Resume Examples & Samples

  • Must sit 45 min or less from Tarrytown*
  • Escalate and communicate customer issues and network related alerts to Engineering, Management, and Administration as defined by Our Client process and procedures
  • Troubleshoot various issues such as internal Our Client Data Center questions/requests raised (Password request, ticket investigation, researching vendor position), customer issues or questions, or issues Our Client is requesting a provider to take action on
  • Respond to customer requests and provide consistent communication as defined by Our Client policies
  • Resolve trouble/request tickets and provide detail updates within ticketing system
  • Perform daily backups and recovery, when necessary
  • Setup and maintain users, groups and permissions
  • Install software patches when necessary
  • Install, configure and test software and hardware
  • Install software patches and upgrades as required
  • Follow all processes written and verbal for Selling, Installing, Maintaining, Training, and supporting the technology environment of Our Client clients
  • Properly process all Service Requests including tracking of incident time, materials
  • Knowledge, Skills, and Abilities
  • Basic understanding of configuration and support of the Microsoft server environment, Including
  • Proficient in Windows 7, 8 and 10
  • Working knowledge of Windows Server 2008 and 2012
  • Strong diagnostic skills. Perform analysis, implementation, and monitoring of Windows strong understanding of Active Directory and other core Microsoft technologies
  • Extensive knowledge of TCP/IP protocol. This knowledge will be applied to firewall configuration and troubleshooting
  • Excellent verbal and written communication skills are required to effectively interact with peers, senior management, vendors, consultants, and internal/external customers
  • Ability to learn new technologies and utilize the Microsoft resources provide as part of our partnership programs
  • Ability to work off-hours as needed
81

Manager, Client Support Center Resume Examples & Samples

  • Manages a team of specialists responsible for client communication in a 24 x 7 environment
  • Hire, manage and retain effective staff to ensure a client focused and results-oriented team approach
  • Determines team training requirements ensuring current and proficient skill sets within the team; Build staff and team to result in having a strong, high performance team
  • Ensures consistent client-friendly communications are created and sent for technology issues that arise in the processing environment
  • Ensures our internal team’s (GTM, Operations and IT operations) are kept in the loop of all communications distributed to clients
  • Overall talent management, including succession planning, coaching for performance and employee development
  • Partners with Go to Market client teams to understand client requirements and SLA’s governing issue escalation and communication
  • Partners with Operations leaders to understand client driven process changes and future requests
  • Collaborates with IT Production Operations and Command Center to help interface on any processing problems and production issues related to applications and services, from initiation until conclusion. This will include issues primarily related to the client facing Real-time environments
  • Escalates issues as needed while communicating status and risks to management
  • Aids in ensuring consistency of messaging across all clients for any Root Cause Analysis on production events and tracking completion of corrective actions items determined in the Root cause analysis
  • Participates in internal meetings recapping production events
  • Collaborates with the Implementation group on new client activation or existing client service expansions
  • Collaborates with Client Services Group on any requests from clients including testing and/or additional or non-standard monitoring as requested by clients
  • Works and communicates directly with clients for any production events
  • Helps review the operational readiness of new products and services being transitioned into production environment
82

Client Support Technical Coordinator Resume Examples & Samples

  • Administrative support experience within the healthcare industry
  • Ability to professionally communicate on a high level with health care business executives
  • Experience with health care technical systems and physician service industry, including interacting with physicians and office staff on a one-to-one basis
  • More than 1 year of experience in information technology operations
  • More than 1 year of experience maintaining and troubleshooting an Electronic Health Record applications (Epic Preferred) and other support applications
  • Prior experience in Epic implementation and configuration
  • Knowledge of Citrix
  • Knowledge of Sonic Wall and Cisco Router
  • Familiarity with Credant or other encryption software
  • Proficient in Microsoft Operating Systems, Windows 7, Windows 10 and the latest Microsoft applications
83

Senior.client Support Executive Resume Examples & Samples

  • To ensure that the standard operational procedures and handling processes are followed closely in accordance to the compliance requirements
  • Ensuring the subscribing members is abiding to the Subscribers Agreement in their daily usage of bureau suite of services by conducting data integrity checks
  • Follow directions set for department by delivering company expectations
  • Provide support to Head, Service Delivery to define scope of projects/services, and plans for human, technical, and financial resources so as to provide an integrated framework in which goals may be achieved
  • Excellent communication and work management skills
  • Detail oriented with analytical and problem solving abilities
  • Candidate should also have project management experience and possess strong customer service skills
84

Analyst, IT Client Support Resume Examples & Samples

  • Requires working knowledge of infrastructure technology
  • May install and configures non-standard and legacy applications
  • Demonstrates knowledge of client hardware, software, operating systems, network configuration, server interaction, diagnostics troubleshooting and component replacement
  • Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests
  • Ability to work independently or via a team collaboration process. Experience providing support via in-person, phone, or remote methods
  • Experience supporting multi-platform environments including the following: Current Windows environments, Microsoft Office, Microsoft 365
  • Demonstrates working knowledge of Internet Explorer, Visual Basic, Citrix Access Gateway, Symantec AV suite, and Altiris and ServiceNow
  • Good understanding of the following hardware and network topologies/protocols: HP and Lenovo desktops, laptops, network hubs, Ethernet and TCP/IP protocol
  • Periodic travel (within city limits) to support business initiatives is required
85

Client Support Technical Analyst Resume Examples & Samples

  • Expected to become a PromisePoint application SME
  • Strong collaboration skills to work within multiple teams with several simultaneous projects occurring and delivering at a high cadence
  • Build relationships across cross-functional teams for a smooth product roll out and to ensure seamless execution from product set up to product support
  • Proactively work with client administrators, operations and client services to best utilize web application tools while supporting ongoing learning and adoption projects
  • Attend Promisepoint/technology workgroup meetings to ensure client and Breakaway is progressing on product deliverables
  • Plan end-to-end product setup planning, oversee setup and configuration
  • Own client administrator relationship throughout contracted service delivery
  • Plan training for each new client and newly added administrators on how to complete self-service configuration
  • Participate with Engagement Manager in client conference calls to listen for product improvement opportunities or configuration needs
  • Manage support ticket queue by prioritizing, and resolving 1st level application support tickets and assigning to teams depending on severity or type
  • Answer client administrator calls (8-5 weekdays)
  • Requires after-hours support duties and a rotation, on-call support schedule as assigned
  • Document and analyze configuration change trends for potential product features or enhancements
  • Collect and document administrator feedback and requests regarding the PromisePoint product
  • Provide weekly reporting to Product Manager based on feedback
  • Provide weekly reporting and trend analysis on active and resolved defects
  • Conduct regular surveys
  • Bachelor’s Degree in Business Administration, Business Management, Marketing, Communications, Computer Science, Information Systems or related field
  • 2-5 years related experience working with cross-functional teams in web application support or technology role
  • Minimum of 2 years’ experience working with distributed applications (Windows, SQL, SQL Server, etc.)
  • 1-3 years’ experience in power shell, or similar scripting languages
  • Strong analytical skills, troubleshooting and problem solving skills
  • Acute attention to detail, organized and willing to go the extra mile to deliver customer-focused solutions
  • Exceptional customer service skills and strong relationship building skills
  • Project management experience and knowledge of project management software
  • Knowledge of Microsoft Office products
  • Experience working with agile/scrum teams is an asset
  • Ability to provide 24/7 on-call support
86

Client Support Rep Lvl, Associate Resume Examples & Samples

  • Candidate will provide business to business support within the Client Services department to an established client base
  • Candidate will interact with all areas of the business as needed, as a means to ensure the clients’ needs are handled successfully
  • Administrative tasks include reporting, submitting change requests, processing orders and project assignments
  • While this role is within a team environment, the candidate will display independence as well as ownership of assigned tasks. The candidate will be able to clearly articulate and suggest new ideas, have the ability to propose next steps with a clear purpose that provides value to the client or the business
  • Candidate must have a confident, professional and personable presence; critical thinking and creative problem solving skills, ability to work well under pressure, juggle multiple tasks and priorities, be able to multi-task and make sound judgments to maximize the value of the work performed
  • Candidate should also be able to work well within a team environment, both within the department and cross-functional teams. We have a strong focus on process improvement and automation and will expect active participation in showing progress on assigned projects to enhance our customer experience
  • The candidate is expected to perform all duties and tasks within his/her department or job and when assigned, in any other department or job to the best of his/her individual skill and ability. This may include being assigned certain production tasks during work peak periods. Travel to client sites may be required
  • Bilingual in English & Spanish is preferred
  • Education & Experience: College Degree with related customer service experience
  • Functional Area Skills/Knowledge: Requires strong communication skills, basic knowledge of company products and services, professionalism and fluency in English; strong interpersonal skills; and very good telephone skills. Also, requires good organizational skills, be able to “think on one’s feet”, possess the ability to stay in control and maintain even handed approach with people while working with continually changing multi tasks in a deadline work environment. Requires PC, keyboarding and 10-key skills
87

Supervisor Client Support & Mobile Phlebotomy Services Resume Examples & Samples

  • Oversees the daily activities of the mobile phlebotomy team and the daily operations of the Client Service Department, both in house and in the field
  • Works with the Laboratory Management team to ensure best practices in phlebotomy across CCHC
  • Interviews and makes hiring recommendations of staff in responsible areas
  • Ensures proper staffing levels are maintained at all times
  • Ensure proper training of all direct reports
  • Ensures staff performance and competency of direct reports
  • Direct the duties of the CCHCLS Customer Service Representatives
  • Develops, implements and updates department procedures as necessary
  • Provides guidance and support to staff concerning the handling of assisting clients with laboratory test orders, results, specimen collection and transport expertise
  • Develop and maintain technology and tools to support the operations within Client Service
  • Develop ways to improve services to our clients, patients and coworkers
  • Collects statistical data and maintain quality assurance reports and records related to customer service for the department and the CCHCLS Patient Service Centers
  • Prepare quality service reports for clients as appropriate
  • Manage the operations and activities of client service within the annual budget
  • Maintain good communications with the supervisors/management team at CCHCLS, CCH Lab and FH Lab
  • Ensure professional conduct and communications by all staff with CCHCLS' customers
  • Develops professional growth on a continuing basis
  • Ability to read, write and communicate in English
  • Must have excellent customer service skills
  • Must have strong interpersonal skills and the ability to work successfully in a leadership role
  • Must possess a 2 year degree in a health related field and have at least five years of progressive work experience in the health field (preferable medical or outreach laboratory). MLT preferred. Prior supervisory experience and/or demonstrated leadership ability
88

Manager, IT Client Support Resume Examples & Samples

  • Information Technology is responsible for the effective development, delivery and operation of computing and information services. Anticipates, plans and delivers IT solutions and strategy which enable business value
  • ​Demonstrates knowledge of client and warehouse hardware, software, operating systems, network configuration, server interaction, diagnostics and troubleshooting
  • Confers with end users, technology teams, and vendors to resolve incidents and fulfill requests. Ability to work independently or via a team collaboration process. Experience providing support via in-person, phone, or remote methods
  • Installs/removes/configures hardware and software
  • Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service. Partners with end users to correlate business requirements to technology solutions (strong business acumen)
  • Prioritizes effectively and escalates as needed
  • Responds to customer needs and services as assigned
  • Gathers requirements, designs, and deploys server-based solutions to meet business needs. This includes physical server deployment as well as allocation if virtual server capacity (internal and external)
  • Maintains existing server environments through proactive patching of firmware and operating systems
  • Acts as tier II and III support for help desk for certain problem resolutions
  • Requires working knowledge of server hardware, software and operating systems, platform configuration, virtual technologies, networking/distributed computing environments, and systems management tools
  • Manages capacity on physical and virtual server infrastructure
  • Demonstrates thorough understanding of networking concepts and systems including Routing and Switching, WAN/LAN, Cisco & HP network devices, VOIP, WLANs.​
  • Demonstrates excellent problem solving skills and ability to make independent decisions
  • Oversees the purchase, installation, and support of network communications including LAN/WAN systems, T1, SIP, and VOIP systems
  • Possesses knowledge of telecom technologies, hardware, software and telephony connectivity
  • Investigates and resolves vendor incidents through maintenance contracts
  • 8+ years experience in related field
89

Manager, Client Support Resume Examples & Samples

  • Manage the day to day operations of the Customer Support team including recruiting, training, managing, mentoring, and motivating talent, while creating a positive environment of improvement through coaching and development. Ensure clients have an exceptional service experience
  • Gain a deep understanding of ICE Data Services market data products, architecture and customer base
  • Work closely with global counterparts to ensure consistency in support and coverage
  • Has a minimum of 3-5 years of customer support leadership experience, including managing world class support infrastructure and processes
  • Knowledge of financial markets and associated terminology
  • Exposure to front office trading/market data environments, ideally in a client/business facing role
  • Is a creative, passionate and inspiring leader who enjoys hiring, developing, mentoring and motivating top talent
  • Is self-motivated, intellectually curious, and extremely process-oriented and organized, with meticulous attention to detail and strong problem-solving skills
  • Experience operating in a customer-facing role, including creating quantitative and qualitative measures of customer satisfaction
  • Excellent communications and presentation skills
  • Established track record collaborating with multiple teams to achieve objectives. Is a team player
  • Solid problem solving and planning skills
  • Proactive, professional, organized, creative and dynamic
  • Positive attitude and deep customer service orientation
90

Senior Analyst, IT Client Support Resume Examples & Samples

  • Experience supporting multi-platform environments including the following: Windows XP, Windows 7, Windows 10, Microsoft Office Professional Suite 2003, 2007, 2010, 2013 Microsoft Exchange
  • Internet Explorer, Citrix Access Gateway, Symantec AV suite, Altiris, and PGP
  • Good understanding of the following hardware and network topologies/protocols: HP and Lenovo desktops, laptops, thin clients, network hubs, Ethernet and TCP/IP protocol
  • Identifies possible solutions to a variety of technical problems and takes actions to resolve
91

Windows Client Support Level Resume Examples & Samples

  • Analyze technical problems and create solutions involving the use of existing techniques or tools
  • Daily Windows/VDI/support duties including on-call support, pager and 3rd shift rotation as well as proactive monitoring and skills transfer
  • Windows XP/7/10 Administration/Support
  • Citrix Receiver/Console troubleshooting
  • Windows Virtual Desktop Interface troubleshooting
  • Windows Active Directories Administration and Management
  • VMWare Virtualization Software Administration/Support
  • Windows Microsoft Office 2007 365, Excel, Access, Word, Internet Explorer troubleshooting
  • Macintosh; iOS; Android; BYOD, Mobile (MC40s, MC70s) Troubleshooting/Support
  • Wired/Mobile Printers remote support/troubleshooting
  • Troubleshoot Faxing issues/Remote troubleshooting
  • Retail Thin Client Troubleshooting/support
  • Microsoft Exchange and Exchange Server
  • Windows Debugging Skills
  • Windows PowerShell Automation
  • Windows OS Updates and Patch Management
  • React to fix field escalated issues promptly
  • DHCP, DNS, Group Policy Administration
  • System X Hardware Administration/Support
  • RAID configuration/support experience
  • Education/Mentoring of other team members
  • Technical Writing skills for Windows/VDI/Citrix/Wired Printers/Faxing
  • Good understanding of networking (TCP/IP and LAN/WAN)
  • Develop and validate bug fixes
  • Retail Customer Experience
92

Manager, Client Support Resume Examples & Samples

  • The manager will be responsible for the day to day support functions within the group including ensuring proper staffing, timely case resolution, and adherence to quality
  • The growth of the business unit (external clients), expanding technology capabilities and industry change will provide an exciting dynamic to this role. This versatile leader will need to keep their team current with technology and in some cases will need to assist our clients in understanding the change and why
  • Lead impactful relationships for a broad scope of community to large corporate banks in the areas of Check and Remittance Solutions
  • Manage a team of associates providing client orientation and support for this product group
  • Manage team performance based on established metrics and procedures to drive successful goal attainments at the associate and team levels
  • Identify and communicate business opportunities to drive continued service improvements
  • Participate in the hiring and termination processes within the department
  • Initiate and deliver effective associate performance reviews and improvement plans, clearly explaining the criteria to be used to determine whether work meets or does not meet quality standards to ensure the health of a successful service environment
  • Minimum of five years’ experience in client services or customer services roles
  • Strong knowledge of banking and financial services industry
  • Minimum of five years’ experience in the financial services industry, a substantial amount of which must have involved client services or customer services roles
  • Demonstrated commitment to ongoing professional development as a client service manager, identifying and taking advantage of opportunities for continuing education as demonstrated by continuing course work/seminars/certifications
93

Wealth Management Client Support Resume Examples & Samples

  • Provide day to day support for Wealth Management clients such as researching and resolving account issues, escalating client matters to management and processing client maintenance requests
  • Provide assistance to Wealth Management Product Specialists in the completion of technical tasks and projects such as updating client investment objectives, maintaining client files, assisting with completion of annual client account reviews and assisting with minutes and various committees
  • 1 to 5 years of trust or wealth management experience preferred
  • Experience must include administrative/support background with ability to successfully use Microsoft Office products: Excel, Word and PowerPoint
  • Must have a professional image reflective of the Wealth Management Department
94

Client Support Rep Lvl, Associate Resume Examples & Samples

  • Minimum of one-year customer service experience and/or one-year call center experience required
  • Basic knowledge of Windows, MS Office Suite, and Internet Explorer required
  • Good verbal and written communication skills required
95

Manager, Client Support Level Resume Examples & Samples

  • 3 years or more experience in loan servicing
  • 5 years or more experience managing a client service team of 10 or more people
  • Excellent communication and presentation skills and ability to interact with all levels with an organization
  • Advanced excel and power point skills. Statistical and financial modeling experience preferred
  • Excellent coaching mentoring team building skills
  • Ability to manage and participate effectively in a team atmosphere
  • Strong knowledge of lending industry
  • Must be able to work in fast-paced environment with daily working processing deadlines
  • Strong working interpersonal relationships with Product Development, Relationship Management and other internal departments in Lending Solutions
  • Travel Required
  • Up to 15%
96

Client Support Executive Resume Examples & Samples

  • Excellent communication skills including one-to-one influencing
  • Ability to question and probe, in order to obtain the information needed to resolve queries
  • Demonstrated track record of customer service delivery to a high standard
  • Cultural and language sensitivity in dealing with customers whose first language is not English
  • Organisational skills including the ability to multi-task and review & improve work processes/ practices
  • Sound PC skills, particularly excel
  • A desire and ability to develop a good understanding of the range of Korn Ferry Hay Group products and services and their applications
97

Analyst, Client Support Resume Examples & Samples

  • Apply and adhere to established company, location and Information Technology safety values, culture and work processes and procedures; actively participate in safety rituals
  • Demonstrate outstanding customer orientation and desire to restore and enable client productivity; drive resolution and fulfillment time to minimum or to closure on first contact
  • Act professionally and tactfully at all times and in all situations; maintain a professional demeanor and appearance; recognize, be sensitive to and be respectful of diverse cultures, business practices and regulations; fulfill role as the “Face and Voice of Information Technology”
  • Document incident resolution & service request fulfillment activities consistently, concisely and accurately in writing using correct grammar and spelling utilizing service and asset management tools and systems
  • Build leveraging relationships & teamwork environment with clients including management, individuals, Support Service analysts, Access Services analysts and other peers that facilitate knowledge and information sharing; be recognized as a dependable member of team
  • Complete tasks timely and deliver specific results related to projects, initiatives and other special assignments
  • Service Desk Role
  • Intermediate/Advanced Spanish language proficiency is required
  • Demonstrated strong verbal communication skills including active listening, interpersonal adeptness and adaptive style; communicate confidently and comfortably within all levels of organization
  • Demonstrated strong written communication skills; ability to transform technical architectures, policies and documentation into knowledge content, training & reference materials and client communication & frequently asked questions (FAQs) suitable for non-technical audiences
  • Comfortable working in a fast paced environment; handle pressure, large call and work volumes, deadlines and stressful situations well; quickly decompress and refocus; adapt to and manage changing priorities
  • Technically competent with ability to quickly learn new concepts, technologies and processes
  • Experience working with or supporting MS Windows 7 & Windows 10
  • Experience working with or supporting MS Office Suites 2010 & 2013
  • Four-year college degree is preferred; technology or related field is a pluS
98

Mortgage Client Support Resume Examples & Samples

  • Complete all mortgages retention activities that are covered within Sales Support (by phone- inbound and outbound, email, queues etc)
  • Ensure proactive communication is provided to the person or area raising the query
  • Ensure any trackers, queues or spreadsheets are updated with actions, resolutions and with confirmation of advice to the originator of the issue
  • Distribute Leads to Mortgage Specialists
  • Adherence to any service levels related to tasks performed
  • Escalation of issues as required to ensure queries are resolved within suitable timeframes
  • Provide SME support and guidance to front line sales and service staff within Sales and Distribution
  • Complete Broker Software Audit
  • Support Brokers and BDM’s with accreditation queries including password resets
  • Act as a point of contact for BDM’s
  • Answer complex scenario’s from Brokers/Customer’s
  • Manage Product and Policy exceptions
  • Prepare training packs for PD/Training days for BDM’s nationwide
  • Assist with the identification of root cause of systemic issues from identified issues and any complaints
  • Actively look for areas of improvement in any processes
  • Complaint resolution and escalation as needed
  • Any additional tasks allocated by the Head of Mortgages Distribution & Mortgage Client Support Manager
99

Client Support Rep Lvl, Consultant Resume Examples & Samples

  • Minimum two years’ experience supporting large key accounts required
  • Requires good organizational skills, ability to multi-task and maintain an even handed approach with clients and internal contacts, while working with continually changing tasks in a fast paced environment
  • Excellent PC skills with detailed use of Word, Excel and PowerPoint a must
100

Client Support for Healthcare Mobile Devices Resume Examples & Samples

  • Configure, maintain, and offer support for more than 8,000 mobile devices issued to our clinical field employees throughout the country
  • Interface directly with employees to offer real-time support and issue resolution
  • Must possess a Bachelor’s degree in computer science or information technology, Associates degree from technical school, or minimum of two years of related work experience
  • Knowledge of Android devices is a plus
  • Must have customer support experience
101

Manager, Client Support Resume Examples & Samples

  • Consult with radio station programming and sales departments to provide business solutions utilizing Nielsen products
  • Create and implement customized consultative opportunities designed to address specific client business needs both on-site and via the web
  • Train and coach clients on data mining and insights
  • Continuous client communication and consultation to ensure clients are engaged and using all contracted services to help drive value and ROI for the client
  • Continuously update customer relationship management system on all client activity
  • 35% travel required
  • Proven track record in media research and/or radio sales (5+ years)
  • Bilingual (Spanish speaking) preferred
  • Relevant experience in multi-cultural marketing and media sales
  • Highly proficient and polished communicator, including group presentations
  • Demonstrated strength in maintaining positive client relationships in complex situations, resolving client issues and consultative training and sales
  • Highly motivated self-starter who can work remotely under self-imposed deadlines
  • Able to work collaboratively with internal & external stakeholders
  • Proficient in Nielsen qualitative and quantitative radio data and TAPSCAN
102

Client Support Payroll / Tax Consultant Resume Examples & Samples

  • Serve as an expert in servicing ADP's most complex products/technologies
  • At least 7 years of experience in a customer service environment, with proven ability to produce positive results
  • At least 5 years of professional consulting experience or equivalent experience as a practitioner in a systems-related organization
  • Bachelor's Degree is required; equivalent in education and experience considered
  • Demonstrated organizational skills like the ability to multi-task, set priorities, and follow up in a timely manner
  • Good knowledge of industry tools
  • Excellent communication skills - both verbal and written including strong skills in persuasion and motivation
103

Senior Analyst Technical Client Support Resume Examples & Samples

  • Handles problems and insures resolution of problems that the first tier of help desk support is unable to resolve
  • Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems
  • Simulates or recreates user problems to resolve operating difficulties
  • Recommends systems modifications to reduce user problems
  • Utilizes problem management database and help desk system
  • Provides guidance and/or training to less experience personnel in the help desk section