Customer Contact Resume Samples

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R Rolfson

Reva

Rolfson

39805 Howell Ways

Detroit

+1 (555) 441 2334

39805 Howell Ways

Detroit

Phone

p +1 (555) 441 2334

Experience Experience

Dallas, TX

Customer Contact Agent

Dallas, TX

Mitchell, Stokes and Krajcik

Dallas, TX

Customer Contact Agent

10%: Risk Management & Control
4) Field service management support by MSA
3) Installed base data management support by ServIS
1) Handling inquiries from external & internal customers
2) Improving customer satisfaction by interaction process innovation
The motivation to meet and exceed your personal sales targets
90%: Sales and Service

Los Angeles, CA

Customer Contact Specialist

Los Angeles, CA

Trantow Group

Los Angeles, CA

Customer Contact Specialist

Reviews work processes and recommends improvements
Analyzes key performance indicators and other operational metrics
Prioritizes work load based on timing and severity of issue
Provides customer service with regard to all facets of customer contact and operations analysis
Researches and identifies problems with workflow and documents findings to correct issues
Implements new methods and techniques for operational improvement
Alerts management about recurring customer impacting issues

present

New York, NY

Specialist, Customer Contact Center

New York, NY

Kautzer, Reichert and Legros

present

New York, NY

Specialist, Customer Contact Center

present

Perform tasks when assigned by direct management)
To provide clients, agents and collectors with excellent support and service via phone or directing meeting
Control expenses within budget and manage office property
To review and improve correspondence procedures and templates at ad hoc basis and periodically
Ensure to complete daily work exactly and timely
Proactively update/create correspondence templates on both ad hoc and periodically basis
TMonitor & perform premium collection and disbursement task

Education Education

Bachelor’s Degree in Empathy

University of Virginia

Bachelor’s Degree in Empathy

Skills Skills

4) Proficient level knowledge of: Competitors' products, Everyday Banking, Investments, Personal Lending capabilities
Strong ability to multi- task
Knowledge of Bank policies related to customer correspondence
Knowledge of C&RPS procedures related to customer correspondence
Environmental Understanding – Basic
In-depth knowledge of Personal and Small Business Products, Loan documentation and processes
In-depth knowledge of the Lending Process
Knowledge of writing techniques (in-depth)
Full Time (35 hours per week), working varied shifts between the hours of 8am-8pm Monday to Friday and 9am-5pm on occasional Saturdays (with lieu back in the week given)
Small Business Basics

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15 Customer Contact resume templates

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Customer Contact Agent Resume Examples & Samples

Solid multi-tasking ability with above average keyboarding and internet/computer navigation skills for searching on-line for client data and product information while simultaneously conversing with client
Put the customer and their needs first
Fluently bilingual (English & French)
Completion of at minimum a high school diploma or 1-2 years of equivalent work experience in customer service and sales (preferably in one position)
Availability for full time training between the hours of 8:30am and 5:00pm, Monday to Friday. Attendance to all training sessions is mandatory

Customer Contact Agent Resume Examples & Samples

1) IFIC and RISR qualified (preferred)
2) Credit Qualification without limits (preferred)
3) Expert level knowledge of: Customer Service, Telephone, Multi-tasking skills
4) Proficient level knowledge of: Competitors' products, Everyday Banking, Investments, Personal Lending capabilities
5) Functional level knowledge of: Computer, Keyboarding skills
6) Investments qualified (required)
7) Branch experience (an asset)

Chargeback Customer Contact Agent Resume Examples & Samples

Achievement Orientation
Customer/Client Service Focus
Concern for Order / Quality
Personal Control
Courage & Self Confidence
Use of Expertise
Self Awareness & Feedback
Teamwork & Cooperation

Customer Contact Agent Resume Examples & Samples

Contact centre management and staff Other C&RPS management and staff Direct Banking BMO Branches
Other processing centres Symcor Cardholders (customers)
High school completion
Customer service techniques
All Bank products and services (in-depth)
All C&RPS products and services (in-depth)
Knowledge of writing techniques (in-depth)
Knowledge of Bank policies related to customer correspondence
Oral and written communication skills (French & English) (in-depth)***
Analytical thinking (in-depth)
Computer skills (e.g., Word, Excel, Internet) (in-depth)
Investigative, research and analysis skills in-depth)
Organizational and time management skills
Attention to detail and vigilance
Multi-tasking skills
Flexibility

Customer Contact Center Agent Resume Examples & Samples

Desire to proactively identify sales opportunities, including cross-selling opportunities to other groups within BMO
Follow up on customer inquiries, and service requests; filing and strong attention to detail and accuracy of all documentation
Participate in performance conversations and follow-up on assigned coaching opportunities
Adhere to Bank Policies and Procedures for the prevention of loss due to fraud, counterfeiting, money laundering or defalcation, identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering
Completion of high school education or 1-2 years equivalent work experience in providing service to customers
Have a flexible schedule designed to meet the customers' needs. The Customer Contact Centre is a 7-day/ 24-hour operation and schedules can include weekend or evening shifts and statutory holidays
Sunday to Saturday from 7am to midnight

Customer Contact Assistant Manager Centralized Mortgage Renewal Resume Examples & Samples

40%: Coaching Support
40%: Sales & Service
40% Team Financial performance
20% Team Productivity

Customer Contact Manager Resume Examples & Samples

Business Acumen (in-depth)
Environmental Understanding (in-depth)
Knowledge of NCCS/CAC/CCAPS preferred
Communication skills (in-depth)
Analytical skills (in-depth)
Managerial leadership (in-depth)

Customer Contact Agent Resume Examples & Samples

Excellent customer service skills
Exceptional telephone skills
Good keyboarding, computer and intranet skills
Able to identify sales opportunities
Working knowledge of competitors products
Strong ability to multi- task

Customer Contact Manager Resume Examples & Samples

Completed high school education and/or possess at least 3-5 years of equivalent experience serving large Corporate customers preferred
Knowledge of BMO credit card products (In-Depth)
Knowledge of Customer Contact Centre operational procedures (In-Depth)
Knowledge of Customer Contact Centre supporting systems, host systems and applications, including Total System v2 (TS2), Hierarchy Engine (HE), New Credit Card System (NCCS), Consumer Credit and Adjudication Processing System (CCAPS), details Online (DOL), Customer Information Control System (CICS), electronic correspondence (eCor), electronic files (EFiles), Process Access Library (PAL) and Lotus Notes (ECor and EFiles), Card Delivery (CDL), electronic bulletin board (In-Depth)
Organizational understanding – (In-Depth)
Environmental Understanding (Strong)
Business Acumen (Strong)
Leadership (In-depth)
Ability to prioritize and manage time (Strong)
Communication – verbal, written, phone etiquette (Expert)
Strong Customer Focus (Expert)
Relationship management (In-depth)
Problem solving and analytical skill (In depth)
Conflict resolution and proven track record of managing challenging customer situation (Expert)
Understanding of Risk Management & Compliance (In-Depth)
MS Office Suite, especially with presentation, Internet and other technological tools (Working)

Customer Contact Agent Resume Examples & Samples

Credit Qualified with Personal Limits (an asset)
Small Business Basics
In-depth knowledge of the Lending Process
In-depth understanding of all operational processes and supporting applications and policies
In-depth knowledge of Personal and Small Business Products, Loan documentation and processes
Business Acumen – Working
Environmental Understanding – Basic
Customer Service skills - Working
Communication skills - Working
Analytical skills - Working
Bilingual (English and French) language skills (an asset)
Experience with TSYS and Credit Bureau systems (preferred)

Customer Contact Assistant Manager Resume Examples & Samples

Provision of telephone / online support to assist in attainment of service level goals
Engagement in high quality customer interactions
Meet or exceed productivity targets, sales & referrals, and customer satisfaction goals
Management of T2000 service requests ensuring service level agreements and customer commitments are met

Customer Contact Assistant Manager Resume Examples & Samples

5 years of call centre experience
Business Acumen (working)
Knowledge of NCCS/CACS/CCAPS preferred
Customer Service skills (in-depth)
Organizational skills (in-depth)
Team leadership (in-depth)

Proactive Agent, Customer Contact Center Resume Examples & Samples

You will build, enhance and protect relationships with customers through listening, problem solving and recommending products, solutions and services
You will proactively identify sales opportunities, including cross-selling opportunities to other groups within BMO
Schedule: from Monday to Friday, noon to 8PM
Sales and service oriented with a demonstrated ability to proactively listen, identify sales opportunities and solve problems during outbound calls

Analyst, Customer Contact Management Resume Examples & Samples

Consults with teams to profile consumer types, sizing markets and develop recommendations for targeting
Tracks and reports campaign ROI, conducts breakeven analysis, analyzes and evaluates multiple and simultaneous marketing initiatives, year over year changes and patterns of response data, unit sales and churn data, and campaign roll-off time tables
Supports team to produce production matrix for DM campaigns
Works extensively with Unica system to pull customer lists, maintain data and produce campaign reporting
Responsible for quality and timeliness of deliverables

Mgr, Customer Contact Analytics Resume Examples & Samples

Manage the administration of Customer Contact Analysis (Contact Driver Tracking) for the product teams focused on billing and video repair
Allocate / balance resources to properly accomplish goals across internal and external teams
Mentor internal analysts to assist them in improving their analysis skills
Ensure the vendor partners are always improving the accuracy and timeliness of their work
Focus the most effort of the team on the items that drive the most opportunity for improvement for the core enterprise objectives (Contact Rate Reduction being the primary KPI)
Continuously learn from other doing this type of work both inside and outside our industry
Bachelor's degree (B.A. or B.S.) from four-year college or university; or equivalent training, education and experience
4 to 6 years of supervisory / leadership experience required

Customer Contact Management Resume Examples & Samples

Responsible for accounts of significant intricacy, complexity, level of risk and annual fee generation
Responsible for timely execution of all cash flows, fee billing, internal and external reporting, tickler processing
Responsible for account set-up on relevant administrative and operational systems/databases within established guidelines
Review, analyze and comment on all operative documents pertaining to assigned accounts
Demonstrate strong knowledge and understanding of deal structures
Evaluate fees for suitability and conformance with fee schedules
Partner with Fee Billing and Collections to monitor and collect aged receivables, where appropriate
Coordinate all administrative, operational and risk management support for assigned accounts
Collaborate with other parties, including but not limited to attorneys, financial advisors, interested parties and alliance/service partners, to structure and close capital market transactions
Represent WTC at formal transaction closings, attend and chair meetings/client presentations and prepare relevant documentation
Responsible for supervising and mentoring direct reports (if applicable)
Serve as a trusted leader within the team and department
Participate in and/or lead departmental projects and corporate initiatives
Identify areas where revenues can be increased by charging additional fees when services change. Implement approved increases
Lead or assist management with the development and operation of business products and processes
Assume additional responsibilities as requested
Bachelor's degree or in lieu of degree 4 years of work experience
6 years of client service experience, preferably 4 years of experience in Capital Markets or similar industry
Ability to read, analyzes, interpret and comment on legal documents
Ability to calculate figures and amounts such as discounts, interest and percentages
Demonstrates a high level of proficiency in the use of computers and software applications (such as Microsoft Office)
Demonstrates a sense of ownership in work and projects
Demonstrates a genuine interest and passion in help clients
Demonstrates excellent written and oral communication skills
Working knowledge of specialized internal software applications, including Account Control, SEI Trust 3000, or other Trust Accounting software
Prior experience with Asset Backed Securities/Structured Finance transactions
MBA Degree
CCTS designation or working towards completion
Familiarity with corporate structures, securitizations, relevant laws and regulations
Strategic thinking/problem solving and analytical skills
Managerial or supervisory experience a plus

Customer Contact Centre Specialized Borrowing Resume Examples & Samples

Post Secondary education (College or University) is an asset
1 year in a customer service position
Proficiency in a PC-Windows environment, with strong keyboarding skills (minimum typing speed of 30 wpm)
Dynamic interpersonal and communication skills
A professional telephone manner
Strong team focus
Start Date: November 9, 2015

ASU Customer Contact Administrator Resume Examples & Samples

To work on the automated dialler telephone system to collect overdue payments from the client base and assertively negotiate with KBC clients who are in arrears in line with current ASU strategy and policies
To validate if payments have been made on payment due dates as set by the previous agent, negotiating strong promises to pay with clients and to determine the next step in the ASU strategy
To support other teams within the ASU as required

Customer Contact Agent Resume Examples & Samples

Genuinely enjoy helping customers by having strong communication and listening skills to provide financial solutions that meet or exceed the customer's financial needs
Ability to navigate multiple computer systems to complete financial transactions, investigate customer inquiries while assisting customers
While fulfilling customer requests and documenting identified opportunities, review customer profile while engaging customer in needs-based conversations to identify potential credit card sales and referral opportunities
Interpret customer requirements and communicate solutions, while ensuring an excellent customer experience by communication with the internal team, and/or ensure and appropriately transfer to the responsible department when required
Build, enhance and protect customer relationships through listening, problem solving and recommending products, solutions and services based on customers' needs
Participate and make suggestions on process improvements that will improve the team and customer experience
Protect the Bank's assets and comply with all regulatory, legal and ethical requirements

Customer Contact Manager Resume Examples & Samples

40% Managerial Leadership Ensure the effective implementation of Bank initiatives and programs through the establishment of appropriate context and setting of direction for direct reports by providing relevant information, establishing goals, and setting limits with the context and prescribed limits of the group head. Establish a two-way working relationship with direct reports to solicit their views on the working environment, potential changes affecting their work, continuous improvement opportunities, and revisions to the plan. Perform side-by-side coaching activities by listening to customer calls, providing immediate feedback on critical issues and coaching the associate as part of overall performance and development plan. Develop and sustain a team of direct reports who are engaged in delivering the performance required to meet business targets, including coaching and the creation and implementation of training and development plans in an environment with a continuously evolving workforce. Participate in the orientation and training of new team members work with CCC support teams Establish and optimize team integration by articulating the linkages between the accountabilities and authorities of different roles across the group and by establishing the context in which they will work collaboratively with one another. Apply the Banks performance and talent management system to manage performance and develop talent of direct reports, including establishing performance and career goals and objectives, assessing skilled knowledge gaps, allocating resources to achieve objectives and close gaps, assessing personal effectiveness, and reviewing and recommending base and variable pay
30% Sales and Service Business Delivery and Operations Ensure front line team as assigned is delivering against sales and service targets as outlined by NACCC leadership including but not limited to measurements on NPS, productivity and sales .Monitor quality control daily through established systems and call monitoring to ensure that a high level of customer service is being provided to customers. Proactively monitor team results on a daily basis and analyze where improvements need to be made, identify root cause and then implement change in a rapid pace environment through coaching to improve on lower areas in targets Identify process improvement opportunities, including system changes/parameter changes, to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Complete report audits and spot checks as required for existing Customer Contact Centre processes to ensure sufficient controls are in place. Maintain up-to-date knowledge and understanding of BMO personal banking and/or credit card products (as assigned), services, processes and relevant legal, regulatory and technology requirements. Provide input to Sales and Service management and support teams regarding technology effectiveness
20% Risk Management and Compliance Monitor completion of operational effectiveness/compliance requirements outlined in BMOs Policy and Procedures (PandP), and/or any other regulators and other communications as received, to manage risk within acceptable limits Set direction for operational effectiveness/risk management and compliance practices and continually reinforce the attention to detail that is required. Monitor the effectiveness of operational controls in place, identify deficiencies, initiate appropriate corrective actions to ensure controls are adequate and escalate as required. Monitor expenses to ensure that they are managed according to BMO Policy and Procedures and within prescribed limits. Respond to questions or resolve issues raised through audits or quality checks; identify and take appropriate action if ongoing performance issues are identified. Protect the Banks assets by adhering to all applicable personal banking, commercial banking, investment regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements .Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures. Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering .Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing Reporting requirements, FCAC consumer provision requirements, Privacy Act provisions in accordance with Bank Policies and Procedures and take appropriate action
10% Planning Implement, review and revise a 612 month work plan including: vision, mission, values operational plans. Establish goals, plans and assignments for each subordinate to achieve the plan. Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues. Escalate significant issues to the Senior Manager. Determine and deploy processes and human resources, and optimize the allocation of resources within the team. Develop, implement and review a plan to complete all assigned tasks in a timely manner to acceptable quality standards. Authorities What authority is needed to deliver on the key accountabilities (e.g. credit limits, budget, decision making, hiring, resourcing)?
30% Sales and Service Business Delivery and Operations Ensure front line team as assigned is delivering against sales and service targets as outlined by NACCC leadership including but not limited to measurements on NPS, productivity and sales. Monitor quality control daily through established systems and call monitoring to ensure that a high level of customer service is being provided to customers. Proactively monitor team results on a daily basis and analyze where improvements need to be made, identify root cause and then implement change in a rapid pace environment through coaching to improve on lower areas in targets Identify process improvement opportunities, including system changes/parameter changes, to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Complete report audits and spot checks as required for existing Customer Contact Centre processes to ensure sufficient controls are in place. Maintain up-to-date knowledge and understanding of BMO personal banking and/or credit card products (as assigned), services, processes and relevant legal, regulatory and technology requirements. Provide input to Sales and Service management and support teams regarding technology effectiveness
20% Risk Management and Compliance Monitor completion of operational effectiveness/compliance requirements outlined in BMOs Policy and Procedures (PandP), and/or any other regulators and other communications as received, to manage risk within acceptable limitsSet direction for operational effectiveness/risk management and compliance practices and continually reinforce the attention to detail that is required. Monitor the effectiveness of operational controls in place, identify deficiencies, initiate appropriate corrective actions to ensure controls are adequate and escalate as required. Monitor expenses to ensure that they are managed according to BMO Policy and Procedures and within prescribed limits. Respond to questions or resolve issues raised through audits or quality checks; identify and take appropriate action if ongoing performance issues are identified. Protect the Banks assets by adhering to all applicable personal banking, commercial banking, investment regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements. Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures. Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering. Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing Reporting requirements, FCAC consumer provision requirements, Privacy Act provisions in accordance with Bank Policies and Procedures and take appropriate action
10% PlanningImplement, review and revise a 612 month work plan including: vision, mission, values operational plans.Establish goals, plans and assignments for each subordinate to achieve the plan. Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues. Escalate significant issues to the Senior Manager. Determine and deploy processes and human resources, and optimize the allocation of resources within the team.Develop, implement and review a plan to complete all assigned tasks in a timely manner to acceptable quality standards. AuthoritiesWhat authority is needed to deliver on the key accountabilities (e.g. credit limits, budget, decision making, hiring, resourcing)? What kinds of decisions / recommendations does this job make?

Customer Contact Specialist Resume Examples & Samples

Outbound customer contact calls regarding complaint received from a state or federal regulatory agency as well as consumer agencies
Collects complaint information from all sources such as, but not limited to, email, regular mail, and voicemail
Researches and identifies problems with workflow and documents findings to correct issues
Reviews work processes and recommends improvements
Determines the problem: product, billing undelivered or undeliverable product or service
Collaborates with team on requirements to resolve the problem. Coordinates internal and external resources as needed: field staff, customer care centers, local systems, corporate and other departments and workgroups to troubleshoot and resolve the issue
Examines records including bills, subscriber account histories, and trouble ticketing systems
Tracks issues and resolution in department database and document issues as appropriate
Prioritizes work load based on timing and severity of issue
Alerts management about recurring customer impacting issues
May assist in the development and implementation of new processes, procedures and systems to improve customer service by providing necessary reports and information to management
Good understanding of billing systems (Comtrac and CSG)
Provides customer service with regard to all facets of customer contact and operations analysis
Analyzes key performance indicators and other operational metrics
Implements new methods and techniques for operational improvement
Collaborates with managers in the identification, prioritization, planning development, coordination, support, and execution of high-impact plans for effective and sustainable cost savings

Customer Contact Specialist Resume Examples & Samples

Internal business engagement
Increasing the level of business engagement within the parameters of budgetary constraint
Broadening the technical and behavioral skill-sets of the Customer Contact Specialist to match our promise to customers
Be an active member of a new 'independent' team within the existing Customer Services Division

Customer Contact Lead Resume Examples & Samples

Prepares Technical and Engineering budget and manages all expenditures and capital projects associated with the technical department to operate within budget guidelines
Facilitates Technical and Engineering leaders to meet goals and projects
Monitors technical performance to comply with all industry and Company technical requirements
Ensures that regional service, governmental and franchise demands are met effectively and efficiently through organizing, planning, scheduling and dispatching of staff and equipment
Ensures competence and continuity of qualified staff through optimum selection, development, appraisal and motivation techniques in accordance with the system EEO policy and appropriate policies and procedures
Functions as a chief technical resource to leadership team to assist in Technical and Engineering planning and decision making
Develops and maintains good relations with public and governmental agencies
Ensures that industry standards are consistently met and thattechnical operations comply with Company, OSHA and other applicable safety programs
Meets all quarterly objectives associated with position

Customer Contact Center Resume Examples & Samples

Must be exceeding expectations in current role
High energy, approachable. Must have a clear understanding of the overall J.Crew brand and product
Extensive customer service and leadership background
Ability to handle difficult and complex issues
Must be polished, articulate and thoughtful in communication
Positive attitude, embracing of the larger leadership and CCC vision and initiatives
Change agent – excited for new opportunities and initiatives

Customer Contact Center Resume Examples & Samples

Must be proficient with Internet Commerce
Must type 40 WPM or better
Must have experience with MS Office Products (Word, Excel, etc.)
Must have a basic reading comprehension level (tested during interview)
Must be flexible with weekly schedules
Previous Retail experience is a plus
High School Diploma or Equivalent, College Degree Preferred

Customer Contact Administrator Resume Examples & Samples

The ASU Customer Contact Administrator will have responsibility for efficiently and accurately action targeted telephone campaigns
Each agent is responsible for maximizing the amount of money that is collected against overdue balances
To maintain a professional and compliant relationship with all clients while maintaining the focus to exceed set targets
The phone team will also be responsible for direct debit management and other "portfolio maintenance" campaigns as required by the business intuitively identifying cross selling opportunities as they arise
To feed into the regular team meetings with regards to observations on strategies / effectiveness and suggestions for future campaigns
To refer accounts onto other teams within the Arrears Support Unit in line with credit policy and the ASU strategy
The objectives and outcomes expected of the customer contact team / agents will be driven by the campaigns identified by the telephony/ resource manager and the targets set will reflect these expected outcomes
Accurate systems updates are expected by the ASU Customer Contact Phone agent with an Action & Results code and any other relevant notes required

Manager, Customer Contact & Leads Management Resume Examples & Samples

University degree (Marketing specialization)
5+ years marketing and business management experience, with 3+ years in direct marketing and campaign management
Knowledge of Financial Services industry - preferred
In-depth project management skills
In-depth relationship management and consulting skills
In-depth technical marketing skills including direct marketing, customer communications and market research
Strong working knowledge of marketing communications through direct mail, call centers, online and email channels
Excellent organizational and time management skills and ability to multi-task
Can translate business strategies into technical requirements
Strong oral, written and presentation skills
Ability to be innovative and think creatively in a rapidly changing environment
High level of proficiency in MS Office – MS Word, MS Excel, MS PowerPoint
Experience with SQL, SAS, Unica Affinium preferred

Customer Contact Center Director Resume Examples & Samples

Effective interfacing with external vendors
8-10 years of experience in a contact center environment with a minimum of 5 years in management of a contact center for online and offline businesses
Outstanding analytical skills and demonstrated effectiveness in utilizing insights and metrics from data collection

Director, Customer Contact Center Resume Examples & Samples

Entrepreneurial and hands-on professional who motivates and leads an external team in a face-paced, multiple-shift environment
Hands-on experience in using technology to grow and evolve a contact center
Experience with call center workflow and phone queue management
Experience in reporting and presentation
Proven track record in the talent life cycle, inclusive of hiring, retention and talent engagement to create a high performing and cohesive team

Customer Contact Manager Resume Examples & Samples

Working knowledge of computer equipment, networks, and operating systems
Analytical and problem solving skills
Able to effectively communicate in writing and verbally with solid negotiating skills
Self-starter, highly motivated, results-oriented, customer focused
Able to work varied shifts, including evenings and weekends
Previous Training experience preferred

Head of Customer Contact Centre Resume Examples & Samples

Management and delivery of pro-active inbound and outbound sales and customer service, ensuring excellent performance and efficient operations management, an end-to-end focus on sales & service processes, and a strong compliance focus
Setting clear customer acquisition, cross-sales, retention and service standards that are consistent with best practice and benchmarked against world-class direct sales & service teams
Day to day performance management of the direct sales and customer service teams to ensure consistently high performance and high levels of customer satisfaction and loyalty
Developing and implementing forensic sales and service measurement and reporting that provides critical insights regarding performance, and ensuring performance issues are identified and appropriately addressed in a timely way
Developing the capability of the direct sales and customer service teams through strong performance management and coaching, complimented by a structured sales and service training curriculum
Continuous improvement of the end-to-end model and processes, using a combination of "Lean" and agile process improvement methodologies
Ongoing development of the overall Customer Contact centre channel proposition with an emphasis on digitally-led channel innovation
The successful candidate will typically have 10+ years' experience within a Customer Contact Centre environment
Strong leadership and performance management skills and excellent people management experience
Developing and implementing integrated sales & service performance standards and reporting systems
Knowledge and Proficiency in digital channels and social media
Managing efficiency through WFM, capacity optimisation, dialler management, and end-to-end process improvement
Strong Sales planning & budgeting experience including dynamic campaign management
Proven experience of managing and developing contact centre sales and service delivery in a multi-channel environment
Relevant third level qualification or professional equivalent and post qualification work experience within related environments and specialist functions
QFA qualified and committed to further continuous development

Customer Contact Ctr Senior Resume Examples & Samples

Answering incoming Homeowner inquiries regarding performing and nonperforming loan issues
Providing resolutions for an extensive range of complicated problems. Solutions are innovative, thorough, and practicable
Independently determining and developing solutions, while working with significant autonomy
Functioning as a subject matter expert, supporting our team and internal business partners as needed
Escalating matters which have broad impact to internal business partners or manager for further review and resolution
Currently the Contact Center hours of operation are 8:00 AM to 7:00 PM Eastern Time. A 7.75-hour shift within these hours will be assigned, and may be changed at management’s discretion based on departmental needs
This position is considered essential and the employee may be expected to work during office closings, including but not limited to those related to weather
Candidates may be required to work from an alternate location in the event of an operational need. This position is eligible for telework (two days weekly) after six months
Typically has 8-10 years related experience
Superior analytical and technical skills
Ability and desire to work in a structured, team oriented customer support environment
Business knowledge and understanding of the primary and secondary mortgage markets
Must be able to type 40 wpm
Broad knowledge of Loan Servicing, both performing and nonperforming loans

Customer Contact Ctr Senior Resume Examples & Samples

Answering incoming Origination inquiries, and conduct Origination outreach on relationship and change-management issues
Business knowledge and understanding of the primary and secondary mortgage markets, with primary concentration and relevant, recent experience in Loan Servicing functions
Knowledge of Freddie Mac proprietary systems used in Loan Origination
Knowledge of, or exposure to, systems routinely utilized in Loan Origination
Broad knowledge of Loan Origination

Customer Contact Agent Resume Examples & Samples

REQUIRED: strong knowledge of English language
Experience or diploma in translation is an asset
Bachelor degree completion is an asset
C&RPS policies and procedures
Knowledge of C&RPS procedures related to customer correspondence
Understanding of the inter-departmental dispute resolution process
Required: ***Oral and written communication skills in English (in-depth)***
Bilingualism is an asset

Plant PC&L Customer Contact Resume Examples & Samples

Verify the reliability of information collected and used in systems
Follows the completion of customer delivery program
Update appropriate indicators (number of lost finished products obsolete inventory value TOP5 causes MPM value taxis and Pareto causes ...)
Ensure the use of appropriate quality and standard methods (PMS, specific management system client program, international regulations, ...)
Manage sustainable packaging (recorded) and warning of risk
Practice English and depending on its environment one or more foreign languages
Computer skills necessary to function
Concepts in Transportation Management

Customer Contact Resume Examples & Samples

Be the main representative of the plant to the customer
Manage and guarantee resolution of customers concerns on a daily basis working closely with Production Quality ( Incident analysis, Action plan,…)
Master's degree in engineering
In-depth knowledge of quality engineering techniques
Minimum 3 years of project experience including knowledge of Project Management processes
Strong Customer satisfaction orientation
Minimum bi-lingual (English required)

Customer Contact Resume Examples & Samples

Analyse, understand and anticipate customer needs
Define and optimize information processing modes (EDI, calendar …)
Analyze MPM customers (misdeliveries per million) and propose actions for improvement
Contribute to the FES deployment in Gap (MPM customer by truck, ...)
Prepare action plan
Participate in the updating of data in the computer system: endorsements, awards, additional data .
Bachelor's degree or equivalent experience in logistics

Customer Contact Agent Resume Examples & Samples

1) Handling inquiries from external & internal customers
2) Improving customer satisfaction by interaction process innovation
3) Installed base data management support by ServIS
4) Field service management support by MSA
5) Country service initiatives implementation support

Manager Customer Contact Resume Examples & Samples

Bachelor’s Degree or equivalent related experience
6+ years’ experience in a larger contact center / call center environment
2+ years’ experience in chat, social and corporate/executive escalations environment
2+ years people management experience and proven track record in contact center management
Strong leadership and coaching experience of front line contact center staff with demonstrated ability to develop and motivate staff
Customer-centric attitude
Understanding of the "customer journey" and how to improve customer experience
Ability to blend operational efficiency with customer satisfaction
Proven customer service, process improvement, and problem resolution skills
Ability to balance competing priorities, make sound decisions within and outside of established policies
Hands-on experience with online communities and social networking sites in a professional capacity, including Twitter, LinkedIn, Facebook, and YouTube account management as well as social media analytics
Demonstrated ability to drive continuous measurable process and system improvements and efficiencies
Ability to achieve results and balance competing priorities in a fast paced and demanding work environment
Strong communication, interpersonal and coaching skills
Demonstrated ability to foster an environment of team work, customer satisfaction, communication, approachability and empowerment
Experience in handling difficult customer scenarios on an ongoing basis and demonstrated ability to maintain department and personal effectiveness and efficiency in a stressful environment
Thorough and detailed knowledge of customer service and call center systems in addition to proficiency with Microsoft Office: Excel, Word and PowerPoint
Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors
Ability to deliver engaging, polished, and professional presentations to internal and external audiences

Head of Customer Contact Centre Resume Examples & Samples

Significant experience in managing a contact centre
The ability to provide excellent leadership, people management, communication and influencing skills at a senior level
Excellent analytical, decision making and problem solving abilities
The ability to build strong client relationships
The ability to achieve results e.g. business improvements, cost savings, revenue generation
The ability to translate business strategy into day to day delivery
Outsourcing industry experience would also be advantageous*

Customer Contact Ctr Senior Resume Examples & Samples

The CCC handles a broad range of topics across three main disciplines: loan origination, loan delivery and loan servicing
The primary job function of the CCCS is working with external customers during the loan origination and underwriting process
The CCCS may also act as a liaison between the sales and the quality control underwriting staff
The CCCS provides post-sales support to resolve operational issues and billing inquiries
Working knowledge of the Loan Prospector (LP) Automated Underwriting engine
Business knowledge and thorough understanding of the primary and secondary mortgage markets, with primary concentration and relevant, recent experience in Loan Origination functions

Customer Contact Ctr Prf Resume Examples & Samples

College Degree or equivalent experience; advanced studies/degree preferred
Typically has 4-6 years related experience
Extensive knowledge of Agency Conforming Underwriting Guidelines
Superior communication and customer service skills
Superior analytical, math and technical skills
Previous call center experience
Knowledge of Freddie Mac proprietary systems used in loan origination
Knowledge of the Freddie Mac Seller/Servicer Guide

Customer Contact Center, Senior Resume Examples & Samples

College Degree or equivalent experience
Strong communication and customer service skills
Strong analytical, math and technical skills
Must be able to type a minimum of 40 words per minute
Previous contact center experience
Business knowledge and thorough understanding of the primary and secondary mortgage markets, with primary concentration and relevant, recent experience in one of the following disciplines: loan origination, loan delivery or loan servicing

Customer Contact Manager Resume Examples & Samples

20% Risk Management and Compliance Monitor completion of operational effectiveness/compliance requirements outlined in BMOs Policy and Procedures (P and P), and/or any other regulators and other communications as received, to manage risk within acceptable limits Set direction for operational effectiveness/risk management and compliance practices and continually reinforce the attention to detail that is required. Monitor the effectiveness of operational controls in place, identify deficiencies, initiate appropriate corrective actions to ensure controls are adequate and escalate as required. Monitor expenses to ensure that they are managed according to BMO Policy and Procedures and within prescribed limits. Respond to questions or resolve issues raised through audits or quality checks; identify and take appropriate action if ongoing performance issues are identified. Protect the Banks assets by adhering to all applicable personal banking, commercial banking, investment regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements. Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures. Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering. Understand regulatory and compliance requirements that include, but are not limited to, Anti-Money Laundering and Terrorist Financing Reporting requirements, FCAC consumer provision requirements, Privacy Act provisions in accordance with Bank Policies and Procedures and take appropriate action
10% Planning Implement, review and revise a 612 month work plan including: vision, mission, values operational plans. Establish goals, plans and assignments for each subordinate to achieve the plan. Review progress to plans, and develop, communicate, delegate and actively participate in the implementation of actions necessary to correct internal and external issues. Escalate significant issues to the Senior Manager. Determine and deploy processes and human resources, and optimize the allocation of resources within the team. Develop, implement and review a plan to complete all assigned tasks in a timely manner to acceptable quality standards
3-5 years of call Centre experience Leadership and mentoring Quality Assurance Monitoring and Coaching Expert knowledge of all sales products, services, processes and procedures, and interrelationships Contact Centre processes In-depth knowledge and understanding of Sales/Service Operation

Customer Contact Ctr Mgr Resume Examples & Samples

Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals
Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization's operation
Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
Acts as an advisor to subordinates to meet schedules and/or resolve technical problems
Develops and administers schedules, performance requirements; may have budget responsibilities
Often must lead a cooperative effort among members of a project team
Manages the coordination of the activities of a section or department; span of control up to 15 professionals
Currently the hours of operation are 8:00 AM to 8:00 PM Eastern Time. This position is considered essential and the employee may be expected to work during office closings, including but not limited to those related to weather
Candidates may be required to work from an alternate location in the event of an operational need. This position is eligible for telework (one day weekly) after six months.The Director of Customer Support is currently seeking a Customer Contact Center (CCC) Manager. The CCC handles a broad range of topics across three main disciplines: loan origination, loan delivery and loan servicing. The CCC provides business, policy and technical support to Freddie Mac customers using Loan Prospector, the Selling System, Workout Prospector, Service Loans Application and other Freddie Mac proprietary technology. We are the initial point of contact for all Sellers, Servicers, and Third-Party Originators who have questions about Freddie Mac products and services
Candidates may be required to work from an alternate location in the event of an operational need. This position is eligible for telework (one day weekly) after six months
College Degree or equivalent experience; advanced studies/degree preferred. Typically has 8-10 years related experience and 2+ years management experience
Demonstrated written and verbal communication skills, including the ability to develop and deliver briefings to internal and external audiences
Outstanding relationship management and customer service skills
Mortgage industry experience
Experience with technology transformation and change management disciplines such as Agile, Prosci, Six Sigma
Experience working with GSE’s

Customer Contact Resume Examples & Samples

Technical education for University degree with a specialization in engineering
Experience of automotive industry in quality department
Experience in building customer relationship and customer contact
German language
English language

Customer Contact Center Rep Resume Examples & Samples

Demonstrate awareness, motivation, and technical skills to assist in the development and growth of the customer service teams and help to identify process improvements
Assist in Department/company projects, as needed, i.e. provide feedback about the customer's experience
Must have a minimum 1 year experience in a high-volume inbound Call Center environment with strong customer service skills. Health insurance experience a plus
Must be computer literate and able to multi-task – i.e. document call experience while using the Quality Program
Typing 35/wpm required
Must be able to meet attendance, performance and adherence requirements in a high-volume inbound Call Center
Must be able to adhere to flexible work schedule
Proficiency Legends

Customer Contact Center Specialist Resume Examples & Samples

Provide and ensure high level of customer service by developing and maintaining a strong relationship with internal and cross Opco front line personnel in various operation divisions as well as senior and executive management
Provide pricing, routing information, tracking and tracing of ocean and air import and export freight as well as shipment status to internal or external customers on an individual or report basis. This includes processing of cargo booking and insurance requests
Guide and council internal and external customers (including Opco's) as to the proper and legal manner to move freight by properly understanding and interpreting federal maritime commission, international air transport association and U.S. trade regulations and policies
Assist in the training & instruction of new employees in the proper performance of their job and familiarize them with all company policy
Maintain a knowledge of industry developments as well as all FedEx Trade Networks and cross Opco's services and product offerings through maintaining contact with internal customers and reading company materials. This includes familiarity with FedEx Trade Networks and other Opco fees, carrier and other third party service capabilities
Work with sales & management to identify and forward qualified leads for follow up by the responsible sales director, or account executive
Responsible for responding to customer inquiries via multiple methods by analyzing issues and offering appropriate solutions to ensure timely and accurate processing of imports and exports. This includes providing necessary information and ensuring adjustments to instructions or procedures are made
Proactively communicate with top accounts (not assigned a specific individual account advisor) to ensure high quality service standards are met and/or surpassed
Counsel customers and their international transactions so they can stay compliant with other government agency laws, rules and regulations by providing accurate and timely information
Serve as a critical communication link between customer, other external parties, and the various functional and geographic areas within our company including operations, technical operations, accounting, credit, collection, information systems, and sales. This includes gathering and preparing data for other departments. Facilitates set up of new accounts for FedEx trade Networks clearances (northbound, southbound, and air/ocean) internally as well as with the port
Develop and manage communication projects that are assigned to the team, including tracking and reporting to members of senior management
Knowledge, skills, and abilities required
Comprehensive knowledge of the int'l ocean and air transportation industry strongly preferred
Comprehensive knowledge of domestic and international brokerage. Comprehensive knowledge of FedEx Trade Networks internal policies, procedures and processes
General knowledge of all FedEx operating companies services and products preferred
Thorough knowledge of customs and other governmental agencies laws, regulations and procedures. 3-5 years of customer service experience with a demonstrated high level of performance
Demonstrated ability to communicate effectively in writing, orally and in person
Strong organizational skills and good attention to detail. Knowledge of features and benefits to FedEx Trade Networks software products and services
Proficient in Microsoft word, excel access, and power point. Strong inter-personal skills
A high standard of performance to promote quality both internally and externally

Customer Contact & Operations Specialist Resume Examples & Samples

1 year of experience in an office, call center, or customer contact environment
2+ years of experience in a call center, or customer contact environment
Previous experience as a team leader or trainer in an office, call center, or customer contact environment
620, 440, or other applicable and relevant licenses or certifications

Manager, Customer Contact Center Resume Examples & Samples

At least 5 years experience at the same level
Effective Negotiation
Excellence communication in English & VNese
Effective time Management
Customer Service Orientation
Leadership & Teamwork
Continuous improvement Orientation
Learning & Development Orientation

Quality Customer Contact Resume Examples & Samples

Daily contact with Customers and maintain great relations
Control over compliance with the requirements of the customer
Conduct multiple projects simultaneously ranging from feasibility phase to post launch quality assessment and throughout production life
Facilitate Failure Modes and Effects Analysis (FMEA) with Engineering in conjunction with advanced quality-planning activities and monitor the status throughout production life
Develop, implement and maintain Statistical Process Control techniques
Assure compliance of the documented quality system (QS 9000/TS16949) and promote consistency throughout the organization
Conduct investigations to determine causes of defects, make recommendations for corrective action
Maintain customer complaint log and facilitate and participated in the corrective action process
Instruct and train personnel in techniques and use of audit and testing devices
Monitor and revise quality documentation as required
Visit customers and suppliers when necessary. Acts as a liaison to internal and external customers
Review all production methods for compliance to quality standards and for improvement of product and quality standards
Perform all responsibilities with QS9000/TS16949 system requirements
Master degree
Minimum of two (2) years automotive experience on the similar position
Strong analytical and proven team oriented problem solving-skills required
Strong customer satisfaction orientation
In-depth knowledge of Metrology
Above average communication skills and interpersonal skills
Bilingual (English/German required)

Customer Contact Manager Resume Examples & Samples

Lead the Tempe Customer Service organization, driving employee, team and business unit performance
Must demonstrate flexibility, visibility and presenteeism for all team members
Develop best practices, analyze results and demonstrate continuous improvement in all Customer Service productivity measures (service level, quality, sales leads, etc.)
Create loyal customers and profit center through strong selling and up-sell skills
Be a coaching culture “champion” and embed the EOS (Employee Opinion Survey) in all that we do
Drive employee engagement, active leadership and a positive EOS Culture
Lead customer & community activities, while driving employee development and retentionMotivate and engage all employees by celebrating successes; commit to career planning; learning & development; communication; and corporate social responsibility
Focus on continuous refinement & improvement in all areas of the business – favorably impacting customer satisfaction and call center efficiency
Guide customer service supervisors and advisors with complex customer service issues and handle escalated and/or unresolved calls
Assess and develop talent within the organization-establish a vibrant talent management pipeline
Actively participate in recruiting to build the DHL brand in the broader community
Typically requires BS/BA and 6-8 years experience in related field, including at least 2years of supervisor experience
Strong leadership & coaching skills are required
Strong customer service, sales & leadership orientation – with a focus on people and analytics
Ability to effectively handle employee relations issues and reduce company liability
Excellent communication & presentation skills
Business acumen & analytics and prior P&L experience desired
Strong influencing, negotiation and team-building skills required
Must demonstrate the utmost professionalism and maintain strict confidentiality
Requires critical/strategic thinking, creativity, ingenuity, innovation and resourcefulness
Demonstrates a keen ability to effectively manage cross-cultural tactical issues
Bi-Lingual (Spanish) a plus

Customer Contact Ctr Senior Resume Examples & Samples

Working with external customers during the loan origination and underwriting process
Currently the Call Center hours of operation are 8:00 AM to 9:00 PM Eastern Time. A 7.75-hour shift within these hours will be assigned, and may be changed at management’s discretion based on departmental needs
Candidates may be required to work from an alternate location in the event of an operational need

Customer Contact Centre Team Leader Resume Examples & Samples

Building, maintaining and improving strong Customer & Supplier relations
Liaising with internal & external Customers , Suppliers and Sales Engineers
Front Line Telephone interface
Answering phone enquiries in accordance with the company sales & service channel policy
Respond to e-mail requests from customers
Manage Call logging requests and assign to correct teams for action
Management of staff resource
Monitor and update Team KPI’s, using KPI information drive team to improve call handling & response times
Train and develop team

Customer Contact Administrator Resume Examples & Samples

Ensure that TCF outcomes are adhered to on every customer contact providing a positive customer experience
Responsible for delivering all personal KPI’s and objectives so that business goals are met
Assess and resolve enquiries or requests primarily in writing or electronic channels but also by telephone to ensure that customer and introducer administration requests or enquiries are resolved at first point of contact unless specialist knowledge or investigation is needed
Perform administrative duties following correct procedures and record data accurately
Accountable for using sound judgement and taking decisions within established procedures
Accountable for adhering to all internal policies and procedures plus internal and external controls such as DPA, customer service contact evaluation framework for each service request
As a representative of Hitachi employees must promote the brand positively maintaining brand integrity. This includes maintaining professionalism at all times especially when handing difficult situations
Responsible for accurately maintaining company systems so that any information given, actions taken relating to any customer enquiry are logged and followed up within agreed SLA’s
Responsible for taking ownership of all customer interactions demonstrating professionalism and empathy, being clear on the facts, escalating where necessary and ensuring all procedures are rigorously adhered to. Where there may be several different acceptable outcomes to a situation the advisor is responsible for communicating clearly what the possible outcomes are and ensuring all follow up actions are completed accurately
Responsible for deciding when service requests should be handed off to other departments or expert users and ensuring this is done in a professional manner or requesting call backs if appropriate
Open daily post and prepare for Post Room scanning and any other post room duties when required
Take inbound calls when required

Customer Contact Center Rep Resume Examples & Samples

Ability to tactfully handle customer concerns
Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed
Excellent verbal and interpersonal communication skills
Proficient written communication skills
Strong critical-thinking and problem-solving skills
Detail-oriented and adaptable to change while receiving regular feedback
Comfortable in a fast-paced work environment while continuously learning on the job
Dependable, results-driven and achievement-focused
Self-motivated, people oriented team player
Champions for process improvement
Customer Information Protection (CIP) and/or Customer Due Diligence (CDD) research and remediation knowledge
An appetite and aptitude for reading and understanding governmental and legal compliance documentation
Demonstrate leadership skills
Financial or banking acumen
System Knowledge with ability to utilize system applications across all lines of business including, but not limited to: Avaya, Empower TotalView, LexisNexis, SharePoint, BOSS, OMNI, Interact, iPortal, BLAST, Blades, TSYS, FIRST, ART, CSU, CentrePoint, ImageView, NICE
Proficient in Microsoft Word & Excel
Bilingual (Spanish/English)

Customer Contact Center Manager Resume Examples & Samples

Responsible for supervision of associates, which includes, but is not limited to, supporting new and existing associates by monitoring volume, giving timely feedback, and researching difficult requests. Acts as a liaison between associates and other teams/departments in order to ensure efficiency
Ensures team and individual compliance with all applicable regulatory requirements, securities laws and regulations, as well as Voya Compliance procedures
Supports hiring, development and performance management of staff. Conducts performance reviews. Makes compensation recommendations
Monitors call queues in support of department call responsiveness metrics
Works with employees to ensure high levels of engagement and ongoing career growth
Supports strategic improvement initiatives
Provides problem resolution and escalated call support to employees
BA degree or equivalent
In depth knowledge of Voya products and procedures (preferred)
Critical Thinking
Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations
Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution
Team Mentality: Partnering effectively to drive our culture and execute on our common goals
Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions
Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage

Customer Contact Analyst Resume Examples & Samples

Dedicated Customer Professional for India Cluster
Handling sales order fulfillment activities and supply chain
Bachelor’s degree in business, economics, marketing
Strong academic background
Fluency in English: TOEIC 800+, TOEFL iBT 98+, or IELTS 6.5+
Native Hindi speaking
Good attitude, positive thinking and good service mind
Possible to work on non-standard working hours (10.30-19.30) and non-standard holidays

Qr-senior Manager Customer Contact Centres Resume Examples & Samples

Establish the department or teams objectives and priorities to align with and support business objectives
Regularly evaluate the department or teams objectives, plans, procedures and practices, and makes appropriate changes if needed
Works collaboratively with the senior leadership team and effectively represent global contact centres to the wider business
Transform the traditional Contact Centre function into an Omni-channel Customer Engagement Centre
Achieve qualitative and quantitative KPIs such as Accessibility, Service Level, Lost Call Ratio, FCR, ASA, Sales conversion, Quality Scorecards, etc
Supervise implementation of continuous improvement measures to: increase sales, enhance customer experience, drive staff engagement, improve cost efficiencies as well as centre and network productivity
Set objectives for the management team, deliver/receive feedback on performance and ensure their on-going development
Establishment of a highly effective Operations support structure, designed to provide efficient and timely operational support to all sites in the areas of technology, reporting, workforce management, quality management and real-time steering
Ensuring budget adherence within approved budget framework at all CC sites as well as central cost centre
Train and develop direct reports, for proper succession planning and risk management
Bachelors Degree or equivalent
10 years in management positions in the Contact Centre industry, managing large scale operations of more than 500 employees
Minimum 5 years in senior management positions managing multi-site Contact Centre networks
Detailed understanding in the utilisation and implementation of Contact Centre technology, including Workforce Management and Reporting

Customer Contact Rep Resume Examples & Samples

Provide customer service assistance by answering all inbound calls
Fulfilling requests made by customers regarding transactions and operational tasks for different areas of the bank
Load stop payment, money transfer and research request for customers
Provide information on express transactions, block and reorder ATM/debit cards
Other customer account information as requested by account holder
High school education or equivalent required
1-2 years of previous customer service experience in a high volume customer service environment
OR- One year of previous call center experience
Knowledge of basic customer service procedures
Call Center Simulation testing required
Ability to communicate effectively with customers via telephone
Ability to work in a fast paced and high volume customer oriented environment
Ability to remain calm in highly stressful situations

Quality Customer Contact Resume Examples & Samples

Advanced understanding of Quality Control processes
Advanced understanding of statistics and process variation
Knowledge GMS Principles
Ability to manage and interpret large amounts of data
Functional/ Technical Skills
Delegation
Timely Decision Making
Building Effective Teams

Specialist, Customer Contact Center Resume Examples & Samples

To monitor correspondence handled by team to meet the target of service excellence and procedures compliance
To review and improve correspondence procedures and templates at ad hoc basis and periodically
To provide clients, agents and collectors with excellent support and service via phone or directing meeting
Be master of correspondence handling
Cross check all sent-out correspondence to minimize unintentional mistake
Proactively push and remind staff to handle correspondence within regulated TAT
Proactively escalate to direct supervisor any senstive correspondence case
Frequently conduct on the job training for staff to handle correspondence effectively
Proactively update/create correspondence templates on both ad hoc and periodically basis
Proactively review and update correspondence handling procedures on both ad hoc and periodically basis to keep it up-to-date
TMonitor & perform premium collection and disbursement task
Collect premiums from clients, agents and collectors
Request, print and issue receipts to clients when collecting premiums accordingly
Disburse money to client according to respective DNRs
Check the sufficiency and validity of application forms submitted
Monitor & conduct agency support
Guide agents admin procedures
Request and Print receipts for agents
Do other agency admin tasks
Monitor and receive calls from clients and welcome walk-in clients
Reply clients’ inquiries about policy and admin procedures related to policy
Guide clients to fullfil admin procedures according to clients’ requests
Contact clients to welcome new issued policies or ask more information regarding policies or notify to clients on products/programs of the companies
Handle policy conservation
Receive complaints from clients and Coordinate with the staff in-charge of handling complaints to solve for clients
Complaint handling
Process policy changes when client requests as requirements
Handle outbound calls to clients
Welcome calls
Inform client of claim result
Re-assigned policies after 2 weeks
Random check call to client before issuing policy
Random check call to client buying RPUL & UL products
Policy suspense, unsuccessful bank-transfer…
Quarterly mini-survey to clients as Customer Relationship Unit’s request
Contact clients to ask clients’ address and guide client to address change request (if any) in case mails are returned
Check client’s potential name match against terrorist on Bridger and input new policy
Weekly review customer name match against terrorist database on Bridger system & submit CRCS report for review as regulated
Identify and complete the third party declaration in case the payor and authorized, who are different from PO/PI/Ben, conduct transactions related to policies
Input new policy information on system, scan & email application forms to NB team
Other tasks
Request and delivery issued invoice to Client when Client’s request
Ensure client’s information is kept confidential at respective locations
Company policies/ regulatory/ requirements are followed at respective location
Support daily team tasks when necessary
Back up for Colleagues
Ensure to complete daily work exactly and timely
Control expenses within budget and manage office property
Perform tasks when assigned by direct management)
In case of change in job assignment for BCS staff, the job description will be adjusted accordingly
At least 3 working year in dealing with customers

Customer Contact Center Agent Resume Examples & Samples

Answers large volume of customer calls and inquiries concerning products, services, notices, statements, etc. related to associated Bank items including, but not limited to, (inquiries will typically be about checking and savings accounts, time deposits, loans, Visa check cards, internet banking, and wire transfers, etc.)
Greets and assists customers in a friendly, professional manner
Ensures customers experience service beyond expectations and that the information provided is thorough and accurate
Continually maintains working knowledge of all relevant company software, products, and services required to effectively answer customer inquiries
Responsible for closing each call by typing a closing summary that will include the outcome of the call, including what the call was about, whether the call had to be transferred to another department, or if the call was processed entirely by the Agent

Customer Contact Agent Resume Examples & Samples

£16,000 increasing to £17,333 after successful completion of training (usually takes 6 months)
Generous annual incentive scheme
24 days holiday + bank holidays
The ability to ‘buy’ more holiday
Benefits scheme giving you access to discount vouchers at various retail outlets
Town centre location
Subsidised gym onsite (Nuffield Health)

Associate Account Manager, Customer Contact Resume Examples & Samples

1-2+ years of successful sales/account management experience, including holding commercial negotiations within a blue-chip client base and managing at least 50 accounts/opportunities
Proven ability to handle revenue responsibility and meet monthly, quarterly, and annual financial goals
Skills in managing multiple commercial processes (new business sales and renewals), forecasting precisely, and identifying challenges to a positive commercial outcome
Strong ethic for fulfilling service requests and keen interest in building relationships with executives
Ability to use internal influence to ensure that CEB’s full capabilities are brought to bear in serving our clients
Superior time management skills and strong attention to detail
Solid understanding of business concepts for large national and international corporations, as well as CEB’s product portfolio
Undergraduate degree (any discipline)

Plant PC&L Customer Contact Resume Examples & Samples

Be the main representative of the plant to the customer service
Organize and participate to all technical meetings with the customer (Solve technical problems, manage changes, progress path,…) and ensure all validations as required by customer are completed
Audit all related storage sites and the Customer assembly line in order to ensure the compliant use of our products
Define and enforce the scale of demerit products coherent with the customer's specifications
Manage and guarantee resolution of customers concerns on a daily basis working closely with Customer Client ( Incident analysis, Action plan,…)
Validate the packaging range and accept the packaging range
Bachelor's degree in Logistic engineering
3 to 5 years of experience in an industrial environment (ideally in the automotive industry)
In-depth knowledge of customer service and engineering techniques
Good knowledge of Program standards, tools and methods
Strong Customer satisfaction service orientation

Manager, Customer Contact Center Resume Examples & Samples

Global English is must; one other Asia language is preferable
Bachelor’s degree and at least 2 years direct management or equivalent team leadership/supervisory experience
Proven ability to set and exceed individual and team goals and expectations
Excellent verbal, written and interpersonal skills with ability to communicate within all levels of the organization
Experience providing multi-channel B to B customer response in a customer service and/or sales environment
Expertise in listening and assessing /resolving problems
Advanced troubleshooting and problem solving skills and ability to negotiate through challenges with customer satisfaction as end result
Fundamental understanding of SAS technology preferred
Ability to travel occasionally, including internationally
Microsoft Office proficiency, particularly with Outlook, Excel, Word and PowerPoint

Customer Contact Executive Resume Examples & Samples

Support the Customer Experience Team (CET) as the first point of contact for all incoming enquiries
Report to Team Manager on volume of outstanding enquiries at the end of each day, to give clarity of current work state and to enable support with prioritising work flow where required
Log and report on all enquiries handled, received and answered, providing analysis on any trends that may occur
All enquiries are to be actioned within one business day and any outstanding enquiries are to be highlighted in daily reports
Resolve any technical queries within the boundaries of medical knowledge and policy held
Liaise with internal or external contacts to discuss medical conditions and queries related to them, and continually strive to improve and develop your own medical and technical knowledge
Ensure that all member contacts are noted on Actisure, OpenHealth+ and any other software required for the role, and that the records are up-to date and accurate
Ensure data protection questions have been satisfied before information is provided to any caller
Identify all complaints or signs of disatiffaction on receipt and deal with any as the first point of contact within own technical skill level
Ensure that all complaints and signs of disatifaction are logged with the CRT within one business day of receipt, whether you have dealt with the issue or not
Take ownership of and responsibility for customer enquiries politely and efficiently on the telephone (inbound & outbound) and over email, ensuring that the customer experience is as smooth as possible
Promote the best image of the company through professional behaviours at all times
Play an active role in team meetings, ensuring that action logs are published, distributed and followed up when required
Develop and maintain effective working relationships with business partners, providers, brokers and agents, to the highest level of customer service possible
Keep your Team Manager informed of procedural barriers to good customer service and suggested enhancements if you identify a process that could be improved for the benefit of the customer
Assist/deal with projects as directed by Team Manager
Ensure all relevant procedures are followed correctly and in line with company guidelines

Team Manager, Customer Contact Center Resume Examples & Samples

Provide leadership to Call Center Service areas to ensure customer focus and productivity is consistent with company goals and guidelines by consulting all department managers, monitoring trends and goals, and developing/modifying policies and procedures
Actively participate on panels, committees and teams which interface with marketing, distribution, operations, finance, etc. to drive overall business results
Recommend new methods and enhancements based on needs associated with performing value-added activities which foster and support a service environment delivering “Customer Delight” to agents, Policyowners and associates
Develop, institute, and maintain productivity and quality standards, through audit and other review mechanisms to assure that policy, procedures, and objectives are carried out
Motivate and manage staff to meet and exceed service goals and increase productivity while driving down unit costs. End result is to deliver quality service efficiently thus supporting service of our existing book of business as well as future growth initiatives
Work with managers and other officers across the group to ensure consistency and uniformity of practices between departments and locations. Also design and implement policies and practices to support initiatives and changing environment while communicating the information to create a clear understanding of these policies and practices
Support budget related activities including recommendations and monitoring
Focus on employee development, succession and career planning for departments through management coaching and development
Strategic, externally focused individual adept at managing people and initiatives
Technical knowledge to include mainframe processing centers, workflow management, phone center management and TQM
Experience with high volume customer contact centers handling all aspects of customer and agent service requests
Broad industry perspective and strong general business acumen
Superb relationship skills (Customer Focus/Motivator) balanced with a collaborative problem solving style
Magnetic personality and the ability to foster loyalty both from field associates and his/her home office team
Excellent communication skills; enthusiastic, and verbally articulate
Strong bias for action; high energy and self-starter
Must be able to pass a background check

Customer Contact Centre Agent, Ikea Singapore Resume Examples & Samples

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Manager, Cl-customer Contact Center Resume Examples & Samples

Manages service administration for a block of customers associated with a specific region or block of business
Provides collaborative leadership of a large, diverse organization including all aspects of people management - hiring, training, resource allocation, job design, people development and performance management that creates a high-performance operating environment
High impact regarding development and implementation of productivity improvements and customer service enhancements through workflow and technology based processes
Supports operating expense goals through preparation and management of cost center budget and salary administration, identifying and implementing opportunities that reduce unit costs and increase productivity
As the subject matter expert of the unit, demonstrates expertise in the integration of functions, oversight of special projects, and advice and consultation to the staff
Analyzes and resolves problems and situations of varying complexities and origins
College degree preferred plus a combination of 3-4 years of demonstrated management experience or increasingly responsible leadership accountability for other personnel
Bilingual (Spanish/English) preferred, but not required
Solid understanding of customer needs and customer service delivery requirements. Overall knowledge of business workflow within Unum
Demonstrated people management experience in motivation, team building, collaboration and performance management
Proven ability to make sound business decisions and deliver results
Proven ability to effectively manage multiple priorities and make effective decisions
Strong project management and leadership skills

Customer Contact Center Process Lead CSR Resume Examples & Samples

Co-Leads activities to enable CS Re-Platform success in the Customer Contact Center (CCC) and across customer interaction channels
Must have seven (7) or more years of experience in organizational programs
Must have five (5) or more years of managing a group, unit or team
Must have seven (7) or more years of project management experience
Must be proficient in Microsoft Word, Excel, PowerPoint, and MS Project
Bachelor’s degree in Engineering, Business, or Technical Discipline or an equivalent combination of education, training, and experience
Knowledge of SCE Customer Contact Center processes
Prior experience working in a customer contact center
Prior experience in strategic planning
Prior experience implementing technology projects
Process modeling experience
PMP certified
LEAN Six Sigma certified

Customer Contact Specialist Resume Examples & Samples

Place outbound calls to potential customers with intent to generate leads
Maintain regular call-log reporting
Generate customer interest in Caliber loan products for handoff to a licensed Consumer Direct Loan Consultant for next steps in the loan process
Promote the Caliber brand and support efforts that enhance the brand
Strong interpersonal, oral and written communication skills
Ability to multi-task and work independently in a fast-paced environment
Time management, prioritization, and organizational skills

First Customer Contact Executive Resume Examples & Samples

Work with and respond to customers predominantly by email and telephone, in a professional manner and with a high level of accuracy, knowledge, and commercial awareness
Provide a high level of professional service to each customer, by understanding the enquiry; gathering and researching information whilst taking responsibility for the accuracy of the information provided to both internal and external customers
Seek opportunities through relationship building to create the opportunity to up-sell Alphabet services to existing customers
Identify potential opportunities for process improvements that enhance our customer service offering
Build and maintain relationships both internally and externally (including suppliers) to facilitate a collaborative approach and ensure a high level of customer service is delivered
Passionate about delivering an outstanding level of customer service for both internal and external customers
Able to prioritise, ensure deadlines are met through effective time management and make good decisions under pressure
Capable of identifying potential sales opportunities and liaise with the sales team as appropriate
Effective, proactive communicator with the ability to work collaboratively as part of a team and individually

Team Manager Customer Contact Center Resume Examples & Samples

Monitor, coach and provide feedback on associate performance to support their development on all types of contacts, including phone and e-mail
Develop, document, and review action plans with associates for maintaining and improving performance
Document and deliver corrective action, when necessary, in a timely manne
Complete goal setting and performance reviews for each individual on team
Provide on-going technical and soft skills training to enhance associates’ skills
Integrate and elevate the Ralph Lauren Brand, INSPIRED culture and customer focus Utilize ACD queue monitoring tools to organize and assign workload to ensure inbound calls, outbound contacts, and emails are handled within the appropriate service levels
Review agent reports for team to identify areas of opportunity
Interface well with other leaders and departments to address company needs and perpetuate desired branded experience
Evaluate customer issues to ensure timely responses in an appropriate manner
Maintain administrative records
Maintain consistent quality communication with team, peers and manager
Communicate regularly through meetings, feedback sessions and written communication to ensure two-way communication of information regarding company and departmental news, policies and procedures, employee feedback, and ideas/recommendations
Participate in calibration sessions to ensure consistency with departmental standards for quality assurance
Actively lead or participate in project work as assigned
College degree or equivalent experience with high school education
Demonstrated experience in the business processes and procedures associated with e-commerce and multi-channel customer access channels
2 or more years demonstrated experience within the daily operations of an inbound Customer Contact Center, preferred
Experience with luxury, fashion, apparel industries, preferred
Experience and knowledge of internet retailing and customer interactions within a web-store environment
Knowledge of Contact Center tools including the following system types: order entry and processing, email management, quality monitoring, CMS, workforce management, etc
Ability to analyze issues and quickly identify the best resolution for the situation
Proficient in Excel, Word, Outlook and PowerPoint
Strong problem solving and decision making skills
Ability to motivate, coach, and develop talent within the Contact Center
Experience as a trainer or exposure to training delivery concepts is preferred
Excellent written and verbal communication skills; demonstrated ability to respond to both internal and external customer emails appropriately

Customer Contact Specialist Resume Examples & Samples

Reviews new, endorsement or renewal business requests from Sales to ensure appropriate documentation is present and determine general acceptability and completeness of customer forms by using applicable Company and regulatory guidelines
Follows up with customers to prevent coverage changes or cancellation by requesting appropriate documentation, which may include collecting additional state-specific forms or signatures
Corresponds with various external parties to maintain compliance with state-specific requirements
Frequently handles customer inquiries and requests independently while acting in accordance with our Common Purpose and Quality Standards; escalates issues to senior team members when necessary
Enters and retrieves information of varying complexity using computer systems and applications to update records as appropriate
Performs other related support duties as requested, such as answering phones, processing mail, scanning and indexing forms
Knowledge, skills and capabilities typically acquired through a high school diploma or equivalent experience, plus a minimum of one year of related work experience is required
Solid interpersonal skills needed in order to communicate effectively with customers and other staff
Requires ability to perform detailed work (e.g. review and prepare documentation)
Broad working knowledge of personal lines products, terminology, procedures and forms preferred
Strong knowledge of systems and personal computer workstations preferred

Director of Customer Contact Management Resume Examples & Samples

Daily Client Program Operations Management 65%
Daily Progress Reporting 20%
Quality Assurance/Process Improvement 10%
Staff Development, Mentoring 5%
· Develops and maintains relationship as single point of Client contact for internal and external information. Serve as Business Consultant and manager on behalf of Client
· Build and maintain positive relationships with clients and all internal departments to deliver service as outlined in the program objectives
· Define business requirements and customize the program set-up features to the client's specifications and target KPI’s (Key Performance Indicators)
· Manage contract negotiations and contract administration for Client relationships
· Conduct daily/regular internal Operational meetings to review Teleservices performance
· Participate in call monitoring/calibration sessions and IT planning meetings
· Conduct Monthly and Quarterly business review sessions with Clients
· Coordinate corporate resources and services to meet client program objectives and KPI’s
· Coordinate/Balance resources across functional departments to meet client specifications and
· BA/BS in business, marketing, communications, retail management or related degree
· Excellent interpersonal, written and oral communications and organizational skills
· Ability to manage numerous programs requiring extreme attention to detail
· Flexibility and versatility in problem analysis and resolution
· Direct marketing knowledge required
· Minimum of 3 years in tele services operations environment with a minimum of 1 year in project management/client management and familiarity with contact center technology

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