Customer Leader Resume Samples

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Guide the recruiter to the conclusion that you are the best candidate for the customer leader job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

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H Volkman

Henry

Volkman

271 Paucek Crossroad

Boston

+1 (555) 105 4375

271 Paucek Crossroad

Boston

Phone

p +1 (555) 105 4375

Experience Experience

Phoenix, AZ

Customer Technical Leader

Phoenix, AZ

White Inc

Phoenix, AZ

Customer Technical Leader

Follow all Change Management process at all times
Take active part in RCA creation and communication with customer
Troubleshoot all issues within scope of support
Keep tickets updated with accurate and timely updates
Keep customer updated throughout the lifecycle of the request/ticket
Be fully aware of all SLA's involving all supported services on the account
Access to the newest IT technologies and IBM knowledge base

Dallas, TX

R&D Customer First Leader

Dallas, TX

Balistreri, Emmerich and Lockman

Dallas, TX

R&D Customer First Leader

Developing process improvements for Quality Engineering for test escapes into the field
Full stack knowledge of the development process and lifecycle management of products
Developing a mechanism for establishing cross functional teams to address customer escalations (rapid response team)
Track records of managing the delivery of software defects and improvements from R&D through to customers
Engaging the product release process to establish a customer advocacy role, whereby the voice of the customer is represented during release sign-off
Ensuring root cause analysis are conducted for customer escalations and establishing a consistent practice across R&D
Identifying and driving improvements to system logging, alarming, and diagnostics

present

Detroit, MI

Avic Customer Eng Leader

Detroit, MI

Jacobson, O'Connell and Rippin

present

Detroit, MI

Avic Customer Eng Leader

present

Provides tight coupling to business Leaders for new business pursuits, program issue resolution and improvement actions between CBT and COEs
Works with COEs to broker resources sharing, resolve cross-functional technical issues, identify lessons learned
Looks for opportunities to improve program and engineering efficiencies
1) Closely work with CBT to drive growth and execution
Provides guidance for reuse strategy on future products with M&PM & COEs
Provides E&T input to CBT for Program reviews, Business Leader Monthly Operations Reviews (MOR)
2) Manage Engineering Deliveries with E&T Leadership

Education Education

Bachelor’s Degree in Operations Management

Johnson & Wales University

Bachelor’s Degree in Operations Management

Skills Skills

Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers
Ability to direct, lead, coach, and develop people
Good interpersonal skills
Ability to work effectively with management
Working knowledge of syndicated data
Ability to develop strategic plans to grow the business
Ability to make oral presentations
Excellent written communication and verbal communication skills
Knowledge of the CPG industry
Ability to exercise sound judgment

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15 Customer Leader resume templates

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Customer Technical Leader Resume Examples & Samples

Be fully aware of all SLA's involving all supported services on the account
Take active part in RCA creation and communication with customer
Troubleshoot all issues within scope of support
When appropriate, coordinate other support groups and/or vendors to resolve the issue(s)
Keep tickets updated with accurate and timely updates
Keep customer updated throughout the lifecycle of the request/ticket
Follow all Change Management process at all times
Escalate issues to SDM and SIL as needed
Bachelor degree or equivalent
Technical knowledge of Windows / Unix administration
High cooperation skills and team oriented behavior
Able to articulate issues and resolutions to external contacts to resolve customer issues
Able to negotiate/renegotiate timelines with customer based on needs and capabilities
Good written and verbal communication skills both at technical and non-technical level (English). French – nice to have (not required)
Must keep detailed tracking records for each project throughout the lifecycle of the project

EIS Customer Readiness Leader Resume Examples & Samples

Manage EIS CRM Skyline database for consistent Entry Into Service planning across all GTF engine programs and customers
Monitor overall customer team progress through readiness gates and identify recurring gate closure challenges across customers or programs
Collect EIS readiness process feedback, analyze, and identify opportunities for process improvement
Compile customer readiness for EIS reports by airline, region, or program as required for management reviews
Maintain standard presentations, documents, portal data, etc. for EIS readiness
Continue to seek opportunities to make the customer EIS processes more efficient and customer friendly

SGM Customer & Partner Solutions Leader Resume Examples & Samples

Connecting directly with regions to understand requirements of developing, improving & deploying customer and channel partner solutions and based on regional business strategies and urgencies
Working closely with Product Management and Services Commercial/Marketing teams to translate Global and Regional customer/channel partner solutions to region, as well as securing regional requirements in the global roadmaps. Driving solution strategy and building future ecosystem for the region
Coordinating and completing project activities on timely manner by pulling relevant players from different functions; building and driving success measurement, development, deployment, testing, training and internal / external communications
Aligns with Customer Operations and Indirect Shared Service teams to analyze the success of the existing and new solutions versus expected customer outcomes and value proposition, e.g., growth, customer satisfaction, simplification…
Maintains effective working relationships with peers and global teams to seamlessly integrate customer/partner solutions into the overall strategic objectives and activities of the organization
Bachelor’s Degree within appropriate Engineering/Science/Business disciplines
Project management experience: Lead the projects wing to wing (plan, execute, measure and communicate)
Ability to work with cross-functional teams and achieve mutual goals by using conflict resolution and influencing skills
Proficient in Excel with ability to code in VB
Knowledge of Statistical Data Analysis tools (Minitab, R, etc)
Strong analytical and quantitative skills, capability in understanding the data and its relation to the process flow
Creative mindset with ability to come up with ideas for continuous improvement and technology evaluation
Excellent verbal, written, and communication skills in English
Effective decision-making capabilities
Ability to make effective formal presentations (internal and external)
Self-starter, energizing, results oriented, and able to multi-task
Green Belt certified or familiar with Six Sigma quality concepts and tools
SQL or other data query language knowledge
Knowledge of GEHC product families, solutions and their applications

Customer Team Leader Resume Examples & Samples

Establish and maintain a strong working relationship between ASM and Customer: Serves as the key conduit between the customer and client specific issues for the company. Builds and nurtures strong relationships at multiple levels of the customer’s organizations focusing in on key decision makers. Establishes a pattern of regular communication and business reviews to create “raving fans” of our customers. Coordinates client’s visit with customer as appropriate
Communication of Customer Priorities: Responsible for communicating to ASM and its clients the customer’s priorities and initiatives resulting in increased penetration. Conducts internal team meetings on a regular basis with updates as well routine communication with ASM’s clients
Drive strategic plans: Assists clients in developing go to market strategies that incorporate customer programs and philosophy while delivering strong results for all key stakeholders. Plans should contribute to the deliverance of client KPI’s (i.e. pricing, shelf position, volume targets, assortment, etc.)
Drive revenue growth: Identify revenue opportunities within the customer and align business unit resources to maximize those new revenue opportunities. Provide customer insight in the development and presentation of interviews to prospective new clients
Process Oversight: Develop effective systems as needed to manage client trade marketing funds at the assigned customer in accordance with guidelines and policies
Forecasting:Ability to anticipate future changes within the Customer so that resources and plans can be adjusted accordingly in a timely manner; this includes tactics for new revenue growth as well as customer shifts/consolidations
5+ years of experience in sales, consumer packaged goods, and/or food brokerage organization or equivalent
5+ years successfully managing client expectations
Ability to develop strategic plans to grow the business
Decision making skills
Team building Skills
Ability to direct, lead, coach, and develop people
Ability to make oral presentations
Proven track record in sales
Knowledge of the CPG industry
Ability to exercise sound judgment
Working knowledge of syndicated data
Ability to complete multiple duties with accuracy shifting from one to another with frequent interruptions and competing deadlines

RMA Customer Serviceteam Leader Resume Examples & Samples

Team Leader of the RMA Associates, whose primary function is the management of RMAs, ensure all members are fully trained, up-to-date with procedure and that KPIs are met
Issuing RMA’s for product failure following the company’s guidelines for warranty/non-warranty repairs
Metric reporting to internal Management team for Key Performance Indicators (KPI
Following up on customer expedites for product returned for repair
Solving invoice discrepancies on pricing, tax information, and shipping charges
First point of contact for any escalations or disputes for external and internal customers to ensure customer retention and satisfaction
Support internal RMA team during peak times or during absences to ensure daily metrics and KPI’s are being maintained
Metric reporting to internal Management team for Key Performance Indicators (KPI)
Identify special processes for unique customers, when required, and train team
Identify and participate in continuous improvement areas for customer satisfaction, improved efficiency and overall growth of S&PS
Customer Relationship Management - building and maintaining effective relationships with all involved stakeholders based on trust and mutual understanding
Contribute to the continuous process improvement initiative
2 years in a Supervisory role
Time management experience resulting is quick response to urgent issues
Interpersonal skills; including the ability to quickly establish and maintain rapport at all levels
Multi-tasking skills and efficiency
Excellent verbal and written (English)

Avic Customer Eng Leader Resume Examples & Samples

1) Closely work with CBT to drive growth and execution
Provides tight coupling to business Leaders for new business pursuits, program issue resolution and improvement actions between CBT and COEs
Provides E&T input to CBT for Program reviews, Business Leader Monthly Operations Reviews (MOR)
Collaborate with CBT to set program priorities and project engineer / COE leaders to resolve identified resource issues
Breaks down barriers between CBT & COEs
Communicate business team priorities, strategy, issues to engineering
2) Manage Engineering Deliveries with E&T Leadership
Assures tie-out of approved financial plan and demand plan between CBT & COEs
Drives validation of strategic plan to E&T estimates and confirms leadership tie-out
Manages E&T capital alignment and prioritization per business needs & allocated budget
Works with E&T and CBT to prioritize and resolve resource conflicts between programs
Maintain alignment/resolve conflict between engineering and business leaders
Communicate engineering priorities, initiatives, etc. to business leaders
3) Manage Customer Communication for Technical Integration
Works with PEs and Chief Engineers to drive technical solutions across airplane systems
Establishes key customer relationships and communication plan
Participates in Senior/Executive leadership meetings, customer TCMs (Technical Communication Meeting), customer reviews (as required)
Drives internal coordination and external communication for Technology Alignment with customer
Point of contact for general issues not necessarily specific to single product or COE (i.e., customer process requirements changes with impact to Honeywell)
Communicate customer priorities, concerns, issues to engineering (customer advocate to engineering)
Communicate engineering priorities, initiatives, etc. to customer
4) Ensure Engineering Review & Approval
Reviews and approves IPDS phase gate reviews as engineering advocate for CBT and Project (Phase 2B & 5 critical)
Participate in ORs (Opportunity Review) and GS (Green Sheet) Reviews for pursuit activities as engineering advocate for CBT and Project
Reviews and assures adherence to TRL, MRL with PEs & Chiefs
Approves technical strategy for forward-fits and retrofits
Ensures proper level of Engineering approval for pursuit activity QEs
5) Ensure cross functional coordination
Ensures E&T Leadership approval of technical and resource commitments to support CBT / M&PM (Marketing and Product Management) alignment and business priority communication
Works with C&PS (Customer and Product Support) and E&T to assure Entry-Into-Service support is coordinated
Looks for opportunities to improve program and engineering efficiencies
Works as business champion for Design for Reliability (DFR), Manufacturability (DFM), Testability (DFT) for CBT relevant products
Provides guidance for reuse strategy on future products with M&PM & COEs
Works with COEs to broker resources sharing, resolve cross-functional technical issues, identify lessons learned
Works with other CELs to resolve cross business unit conflicts
Works with CBT as required to support ISC/Quality issues (obsolescence, transitions, escapes, etc.,)
Bachelor Degree in Engineering or related discipline. Advanced degree preferred
Minimum 10- 15+ year Engineering experience with knowledge of the Aero commercial avionics and/or mechanical product lines
Proven understanding of Chinese aerospace industry with good relationship with AVIC and other OEMs
Solid and proven influence capability
Strong business acumen to build customer relationship and to bridge the business with engineering
Solid experience and understanding of aerospace product design and certification process, project/program management. Knowledge about manufacturing and supply chain management

Customer Forecast Analyst Team Leader Resume Examples & Samples

Provide leadership, development and ongoing coaching to Customer Forecast Analysts
Advise the Sales Planning and Customer Development field teams in the development, implementation and management of systems and processes required to effectively and efficiently execute Customer Business Plans with a focus on demand planning
Manage the activities of Customer Forecast Analysts and facilitates the development of best practices across the team
Ability to clearly and precisely communicate orally and in writing to individuals and groups
Ability to communicate precise innovative business and customer forecasting solutions to customers and team leaders/members
Ability to understand and react to most recent sales and business strategy trends
Ability to assess business views strategically
Ability to build strong sustainable business relationships at various levels throughout organization and with customers
Ability to precisely and proficiently conduct business and data analyses and forecasts with data driven recommendations for improvements and advancements
Ability to operate and use telephones, computers/laptops and other technological devices/software programs to communicate with other people
Ability to create persuasive professional PowerPoint presentations incorporating data, relevant insights and information, visual aids, charts, tables, graphs and short video clips, when appropriate
Ability to travel via aircraft, and operate and drive motor vehicles for business travel, with valid driver license
Promptly reconcile and communicate changes and conduct team adjustment to new changes. Adjusting to meet requirements of changing conditions/situations. Maintain effectiveness of varying environments with different tasks, responsibilities and people
Knowledge of syndicated data, household panel data, Geo-Demographic data, shopper research and marketing concepts. Knowledge of category and space management processes is a plus. Knowledge of and experience with K-C planning process and ProMAX software is a plus. Proficient in data access tools and PC based applications (Windows, Word, Excel and PowerPoint). Prior SAP APO experience is preferred. Brand management and sales planning experience
Results, strategy and vision oriented, leadership, strong oral and written communication, forecasting and gap management, financial and budget management, ethical judgment and decision making, change management, analytical, project and risk management and building relationships
Cross-cultural, prioritization and time management, resources and team management, active listening, adaptability, interpersonal and social perspectives

Customer Improvement Leader North Sub-region Resume Examples & Samples

Bachelor’s Degree in Engineering (OR a High School Diploma / GED with a minimum of 4 years of experience in operations (i.e. field service and/or repairs))
Minimum of 5 years of operational experience (field Service, repairs)
Strong customer orientation and willingness to promote customer interests
Strong, proven previous leadership capabilities leading a Quality organization and initiatives
Proven ability to build relationships and influence stakeholders to become supporters
Change agent with strong credibility and influencing skills
Experience implementing and influencing quality metrics
Measurement system establishment experience – ability to align organization’s Big Y strategy to leading indicators at customer touch points by region and globally
Clear understanding of the basic roles, functions, and products / services / repairs within GE Power Services
Ability to communicate requirements and facilitate good practice-sharing in a motivating, engaging way
A procedure mindset and ability to implement procedures and monitor compliance
Familiar with statistics and six sigma quality concepts
Committed to process improvement
Demonstrated technical / engineering judgment and track record of results
Strong networks within Power Services North America, especially Services, Parts, Repairs, Global Supply Chain & Engineering would be a distinct advantage
BB/MBB certification and/or a proven education or work history in statistical analysis of complex data and measurement systems
Experience in creating better customer outcomes, faster, using Fastworks

Customer & Market Insights Leader Resume Examples & Samples

Ensuring we have a firm understanding of our customer’s needs, drivers, market trends both geographically and vertically to drive innovation and increase customer value, resulting in higher market share
Together with the Product leaders identify, prioritise & execute voice of customer, voice of channel & market studies in line with IRPDP and aligned to meet our targets established in the AOP and LRP
Understanding the competition through competitive analysis, competitive deep dives, competitive monitoring and communicating to the senior leadership on a regular cadence
Improve our Customer Satisfaction by establishing robust processing for our annual relationship survey and transactional surveys for both Thermo King and Trane brands
Provide timely market share and market analytics for all Thermo King EMEA markets including Truck, Trailer, Bus, Marine, Air and Rail
Work very closely with the portfolio leaders to identify growth markets, growth opportunities and strategies
Support the Thermo King Monthly Operating Review, Annual Operating Plan & Long Range Planning processes

Business Leader, Customer Technical Writing Resume Examples & Samples

Responsible for the management and strategic direction of a team of technical writing, contect development, and on-line publishing professionals
Manage the project planning, contect development, and publication production process to ensure that operational and technical content is published to users according to established standards
Coordinate cross-functional efforts and manage vendor relationships
Promote and market publications with MasterCard members and internal users
Lead on-going improvement initiatives for enhancing web sites, contect management, and on-line products, as well as print production processes
Ensure approved staffing levels are maintained, departmental and staff education, training and cross training needs are met
Ensure that staff has skills and behaviors to perform tasks fully through effective communication of goals, objectives, performance and as necessary improvement plans
Ensure development, review and implementation of policy changes based on approved recommendations with minimal customer or staff interruption. Review and approve the development or revision of operational processes and procedures
Ensure technical platform or center wide disaster recovery processes and procedures are in place and viable
Review and act upon departmental statistics, analysis and reporting of defined operational events and incidents to improve on the performance of the processing resources
Recommend annual cost center budget and ensure appropriate expenditures within that approved budget
Recommend strategic direction and policy changes
Advance operational and business concerns or issues relative to future business programs, projects, or enhancements that may affect consistent delivery of quality services
Eight+ years of management experience, applying extended expertise of principles, theories and concepts. -Five to eight years of technical writing, contect management, usability, or on-line publishing for the information technology or software disciplines
Extensive knowledge and experience with multiple functions within an organization
Experience in developing and managing departmental budget
Knowledge of MasterCard products & services preferred
Knowledge of payments/card industry preferred, but not required
Ability to lead and manage senior technical individual contributor and management staffs and to foster open communications across various organizational levels. -Superior verbal and written communications skills
Requires skills to motivate direct and indirect reports to deliver superior results
Ability to think clearly and utilize sound judgment
Requires the skills to provide functional and directional guidance to staff and recommend policy or strategic direction changes to management and to interact across multiple organizational levels and assume a lead role and set direction for large or complex projects. -Ability to interact with all levels of the organization, including senior and executive management -Ability to interact with customers to understand their business and information needs, and manage development of information products to meet those needs -Ability to drive change and process improvements and define agile solutions to meet business needs

PI Customer Site Leader Resume Examples & Samples

Responsible for the correct deployment of testing and documentation; test
Managing the customer site employees: planning and coordinating their work,
Technical Background
Typically 5-8 years’ experience (in Procurement, Services, Methods,
Good negotiation skills, problem solving skills and customer orientation
Ability to work remotely
Cost reduction mindset; Six Sigma
Good use of up to date IT tools such as Excel, Word & Lotus-Notes
Language skills: Dutch - Fluent, English - Fluent, French - Good
Availability to travel frequently to customer site

Customer Shared Services Leader Resume Examples & Samples

Leading and managing a Back Office team of 70+ CSS Administrators
Supporting the staffing process of the team as this will be a newly created group
Setting and achieving Customer Service department goals and results and ensuring adherence to organizational procedures, policies, and systems
Assigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling
Establishing and maintaining quantity and quality standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports. Providing direct and timely feedback to all staff on the results
Set up and establish communication channels and hand off points between Back Office and Front Office to ensure smooth two way interfaces
Analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators
Perform any other reasonable tasks aimed at improving quality and service delivery within the Company
Responsible for all aspects of the day to day, tactical & strategic operations of the site
Directing all aspects of administration and productivity
Ensuring all employees have a safe work environment
Involvement in & support of SAP CP/S deployment and enhancements

Customer Improvement Leader Resume Examples & Samples

Provide leadership to a cross-functional team in Field Services, Repairs, Parts, Engineering and the Global Supply Chain (GSC) to execute the establishment and *measurement of customer facing metrics … Big Y’s (availability and reliability), escaping defects, CoQ/CoPQ, TRS, NPS/Customer Experience, and implementation of the QMS/APQP
Lead a regular operating rhythm around customer facing metrics including trend analysis and improvement plans for Field Services, Repairs, Parts, and Engineering Services
Partner and work with operating leaders and teams to create a roadmap of continuous improvement projects and track the implementation and the effect of the customer facing metricsIn conjunction with the Operational Excellence team serve as a change agent in institutionalizing Lean Six Sigma simplification methodology
Create a proactive and predictive measurement system that enables the operational team to accelerate customer satisfaction
Conduct audit to evaluate process compliance and effectiveness
Implement a point of use, ease of use, defect capture system that aligns to the customer facing metricsConstantly seek, share, and implement best practicesApply * Lean Six Sigma tools to improve process capability and eliminate defects
Lead and facilitate cross-functional project teams to drive standardization, and simplification in a section of a wing-to-wing process. This includes providing change leadership Change Acceleration Process (CAP) methods and tools across assigned critical business initiatives
Communicate teams’ progress to Business Leaders
Educate, coach, and mentor team on 8D/Lean Six Sigma philosophy and application
Bachelors degree in Engineering or Business
5-7 years of relevant experience in implementing and influencing quality metrics
Master's Degree in Engineering or Business
Executive level presentation skills
Change agent with strong credibility and influencing skills
BB/MBB certification and/or a proven education or work history in statistical analysis of complex data and measurement systems
Measurement system establishment experience – ability to align organization’s Big Y strategy to leading indicators at customer touch points by region, globally
Clear understanding of the basic roles, functions, and products/services/repairs within GE Power Generation Services
Self-motivated and possess demonstrated ability to motivate others to achieve resultsStrong analytical and quantitative skills
Familiar with statistics and six sigma quality conceptsCommitted to process improvementCustomer-focused in defining and establishing prioritiesStrong oral and written communication skillsStrong interpersonal and leadership skills

Customer Excellence Region Leader Resume Examples & Samples

Drive Improved On-time Delivery (OTD) to customer request date, as well as, effective management of in quarter backlog and overdues, to deliver on all commitments
Responsible for weekly sales and order pacing
Coaching and mentoring Customer care associates for MENAT/CIS region & responsible for processing product and services orders as well as ensuring accurate fulfillment and responding to customer order inquiries
Relationship building with Customers (Distributors, Contractors, Panel Builders and OEMs) to drive a differentiated level of service
Ensure the team has clear processes for receiving and resolving escalations from customers or commercial teams
Hold Team Accountable for High Say / Do Ratio on all activities as measured by agreed upon time, quantity and quality metrics
Develop a close working relationship with the relevant local Sales Leaders to ensure consistent Service Delivery and resolve customer issues
Supervision of the workload of the team, allocating team members to provide back-up and continuity of work in all assigned task
Manage training plan of the team; ensure appropriate training is provided to the newcomers
Technical & post sales service support for the region
Bachelor's Degree in Business or Engineering or equivalent knowledge and experience'
Strong experience leading an order entry or fulfillment team
Previous experience in order entry and fulfillment operations
Ability to work globally & lead in a matrixed environment
Previous leadership experience & ability to grow & attract talent within the organization
Working knowledge of the region
Experience with SAP and overall digitization experience in business-to-business sales
Experience with Salesforce.com and SAP
Strong organizational, communications, and problem solving skills
Proven ability to work efficiently without direct supervision

Senior Customer Team Leader Resume Examples & Samples

Demonstrate deep knowledge of CPG, Paper industries, and marketplace
Strong business development and capability building skills
Insights and data-driven approach to business planning and value propositions
At least two years of trade funds management or customer investment experience within the CPG industry
Highly experienced in effective trade management / financial acumen
3-5 years’ experience with Dollar General and / or Dollar channel experience
Knowledge and understanding of Dollar General’s Strategies and Initiatives
Experience building high performance sales teams and developing people
Knowledge of category management and syndicated data analysis tools
Strong communication, planning and organization skills
Proven customer wiring at Dollar General
Possess strong financial acumen and economic thinking skills
Ability to effectively communicate with senior management (customer and internal)
Must effectively collaborate with internal support teams, demonstrating strategic thinking and customer focus
Strong overall business acumen and ability to act with the appropriate sense of urgency

Customer Operation Leader Egypt Lct Resume Examples & Samples

Ensure the Service Delivery team has robust daily operational planning and execution process to ensure speed and quality of customer service, including and not limited to, the Service Call Center operations, planning and dispacthing of Field resources, inventory management of spare parts, tools management, customs clearance, warehousing and transportation
Act as single point of contact for service executions, ensuring customer’s ongoing satisfaction; including gathering client VOC and funneling to appropriate internal teams
Assist customer in escalating critical service/support issues for installed/live products. Work with appropriate internal and external stakeholders to drive escalations to closure by facilitating internal communication and ensuring internal processes are leveraged
Develop knowledge of customer business goals, processes and success measures to act as internal resource of information about the customer (contact information, overall customer temperature, “hot” issues, etc.)
Leads customers account reviews on a regular basis and generates customer activity reports
Indentify Variable Cost Productivity projects for service and lead their execution
Develop effective measure with the regions on Install Base, Service activity and Customer data quality to improve IB and job traceability
Acting as an effective team leader for all matrixed staff
Aware of and comply with the GEHC Quality Manual, Quality Management System, Quality Management Policy, Quality Goals, applicable laws and regulations as they apply to this job type/position
Complete all planned Quality & Compliance training within the defined deadlines
Identify and report any and all customer quality or compliance concerns immediately to the Quality Organization
Identify and report any personal quality or compliance concerns immediately to the Quality Organization
Insure timely dispatch closure
Insure completion of all field modifications instructions (FMI’s) and Preventive maintenances(PM’s) within prescribed timeframe
Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
Bachelors degree, or associates degree plus 5 year service and support experience in information technology industry, or equivalent experience of 7+ years in Healthcare IT and Service
Excellent communication skills – ability to interface and influence at multiple organization levels.Proficient in using MS Excel
Understanding of service operations impact on financials
Experience working with senior leaders including accountability for customer satisfaction and/or issue resolution. Strong track record working in cross-functional teams
Ability to handle multiple situations at once, requiring strong work ethic, ability to prioritize workload, consistent delivery on targets
Proficient in clinical workflow with previous clinical information system experience
Strong process orientation, problem solving and troubleshooting skills
Strong interpersonal and negotiation skills, with a high degree of self-motivation and ability to work independently

Team Leader Customer Demand Resume Examples & Samples

Leads the Sales &Operations Planning process for Climate Technologies Europe, as primary contact for demand inquiries: ensures the Demand versions are ready, available and visible for Climate Technologies organisation, according with the monthly Sales & Operations Planning calendar
Coordinates the Customer demand and Sales & Operations Planning analysts in defining the Unconstrained and Constrained Demand in Climate Technologies, as basis for the monthly POR
Responsible for Master Sales Schedule (MSS): negotiates and decides the unconstrained demand together with Sales (Sales Offices) and the constrained demand together with the plants (Demand Version2). Presents the final Sales & Operations Planning figures to the executive Sales & Operations Planning meeting. Obtains the approval for final MSS. (Demand version 3)
Understands Climate Technologies long term vision, decides upon team goals, develops team strategy to reach defined objectives in collaborations with Supply Chain Management; implements yearly strategy through structured work processes and by distributing clear assignments for Sales & Operations Planning contributors
Implements and monitors the KPI’s for Customer Demand and Sales & Operations Planning Process, according to business strategy
Drives engagement and creates an open dialogue climate inside and outside team
Contributes actively to create a common culture by promoting cohesion among all Supply Chain functional teams present in Cluj
Responsible for Performance reviews, compensation reviews, defines the training needs, coaches team members

Customer Team Leader Resume Examples & Samples

Achievement of sales volume by customer to meet or exceed monthly, quarterly and annual quota levels
Develop customer annual strategic business plans that encompass distribution, merchandising, pricing, shelving, logistics and finance objectives that are consistent with brand and customer strategies
Utilize the resources of direct selling team and cross-functional support
Assist in building customer sales volume and profit plans and to deliver market-leading holistic solutions
Penetrate all levels (VP/Director/Category Manager/Logistics/IT/ Corporate/Divisional/Merchandising/Retail/Warehouse/Finance/ Administrative/Pharmacy/Buyer/Assistants) within the customer organization to cultivate relationships for delivering profitable results
Maximize customer headquarter and retail performance execution by effectively using available resources
Direct and utilize resources in the development and execution of customer specific, fact-based sales presentations using brand, market and consumer insights. The goal of these presentations will be to effectively build the business while providing a positive return on investment for Bayer Consumer Health and the retailer
Consistently deliver results through the achievement of others; appropriately prioritize resources and work activities against the aligned customer joint business plan
Manage trade budget to deliver profitable ROI with no overspends
Manage retail execution by making recommendations and communicating customer plans and programs for retail execution
Insure any and all contracted service provider(s) are meeting standards for retail conditions for all assigned businesses
Lead the execution and resolution all customer issues and administrative requirements (KPI/Scorecard, deduction management, disputes, customer claims, etc.)
Develop accurate sales forecasts by customer on a timely basis, as requested
Develop team of direct reports; provide coaching and mentoring as needed
Knowledge ordinarily acquired from a B.S. /B.A. degree (MBA desired) plus 10 years of progressive sales experience in the consumer package goods industry or equivalent combination of education and/or experience. This should include 5 –7 years’ experience building strategic business plans that utilize specific resources (i.e., people, time and money) in the accomplishment of Corporate sales volume and profit goals
Must have a Valid Driver’s license and clean driving record. Ability to travel as necessary or required
The incumbent should possess sound financial management skills in order to assess trade merchandising programs and streamline operational processes
They should exemplify strong people development skills in coaching and motivating direct reports and peers
Even though the incumbent is focused on their specific customer’s business, they also understand the impact of their decisions to the total Division’s business
They effectively utilize resources in the development of customer service, logistics, category development, and retail execution (i.e., service provider capabilities. weighing vertical versus marketplace needs)
These experiences must have produced personal competencies in communication skills in delivering clear and concise presentations
The incumbent must exemplify strong critical thinking abilities through multi-task problem solving (i.e., process management), practical judgment and financial analysis
They are results driven while being able to work well within a team environment (building strong relationships and showing organizational agility)
They are customer focused and create win/win situations through their advanced negotiation skills
The incumbent possesses the functional/technical skills to do the job

Customer Team Leader Institutional Resume Examples & Samples

Minimum of (5) years experience in Sales, Marketing or Managed Care - Pharmaceutical industry
Valid Driver's license
50% Travel

MR Customer Delight Leader NA Resume Examples & Samples

Organizing the tours, follow-up of actions, stakeholder management, process improvement, Align efforts with activities and actions based on NPS and other customer feedback
Acting as FQS lead on the tours: preparing the trip. Arranging all facilities. Negotiating with local customer representatives. Managing the whole team while at the tour. Assuring tasks of the team get completed. Represent Philips at the customer. Ensure reporting is done on a detailed as well management summary level
Communicating feedback from field in an actionable format to key stakeholders (LCB, Marketing, Development, Q&R…): report and present to senior management as well as executive management. In writing as well as presenting. Cooperating with key market management and driving local action resolution as well as complaint handling. Drive improvements into the BU up to the level of design engineering
Drive customer delight through dedicated and defined customer project
Bring back the voice of the customer in the organization
Internal cross functional “quarterback” for urgent product issues at customer sites
Responsible for monitoring, supporting and enforcing the end to end Drive activity to ensure targets to resolve issues quickly and effectively are met
Mobilize Philips global resources to resolve critical customer issues
Work closely with factory teams/ ACS and application team NA for assigned products to support resolution of issues impacting customers and or improve customer delight
Support local Philips teams after technical resolution by coordinating activities related to customer experience
Propose and complete continuous improvement projects related to customer experience and internal procedures
Analyze data and provide reporting to drive awareness and timely case closure to all levels of leadership
Minimum 5 years of experience leading teams or working cross functionally to resolve escalated customer issues, preferably with medical imaging systems/ MRI products
Demonstrated experience leading effective agile cross-functional meetings to reach consensus and achieve goals in complex situations
Project management successes demonstrating innovation and drive to continually improve processes
Excellent tracking and follow up skills
Experience in a customer facing account management, technical, or clinical service role preferred
Proven ability to develop close working relationships with customers and diffuse tense situations
Excellent communication and influence skills at all levels of the organization and sccross the globe back to BIU’s
Demonstrated success working through roadblocks and solving problems of diverse scope utilizing analytical skills
Attention to detail with an ability to multi-task and work in a fast-paced environment
Self-motivated and self-directed
Willing to flex hours depending on the time zones supporting
Intermediate knowledge of MS Windows including Excel and PowerPoint skills for reporting purposes
Six Sigma certification preferred

Customer DBS Leader Resume Examples & Samples

Promote and facilitate diagnosis of work flow impediments and other wastes throughout the business of select health care customers and provide expert counsel on appropriate strategies employing DBS (Danaher Business System) tools to eliminate waste
Collect, organize and package data for customer consumption. Deliver presentations to customers to communicate needs and requirements to internal associates and customers
Facilitate events that allow customers to own and drive targeted, sustainable improvement in QDIPS (Quality, Delivery, Inventory, Productivity and Safety) results by leveraging DBS (continuous improvement/lean) tools, consulting skills, and change management process
Ensure successful internal or external customer kaizen events by installing and ensuring compliance to the kaizen process (planning, execution and sustainment). Directly provide formal and informal DBS training and coaching to external customers
Benchmark and incorporate best practices for customer interfacing and event delivery/facilitation
Facilitate other DBS training sessions when appropriate (with other trainers and consultants from Danaher, Shingijutsu, or other internal partners)
Plan, develop, lead, promote, execute and facilitate sales associate development programs and events focused in creating a DBS culture within the sales organization
Improve DBS training and facilitation skills by pursuing certification in DBS tools (MBB process for self and others)
Assist commercial team in achieving business unit Policy Deployment and Strategic Plan objectives, as assigned
Excellent communication, presentation and facilitation skills in a customer facing role. Well-rounded consultative skills and experience are also critical
Bachelor’s degree is required. Backgrounds in Industrial Engineering, Operations Management or other engineering discipline are preferred but not required. Master’s degree is preferred
5-10 years demonstrable experience of leading process improvement initiatives across operational (manufacturing or logistics) and business management settings in any industry. A portfolio of work will be requested. Healthcare experience is not required
Hands-on experience implementing a variety of DBS/Lean tools to drive Lean Conversion. Tools include 5S, Standard Work, Visual/Daily Management, Problem Solving Process, Kaizen facilitation, VSM, TPI, TPM, Policy Deployment (Hoshin planning) and 3P
Ability to assess key business metrics and situations from a “general manager’s” point of view
Demonstrated proficiency in time and project management
Position requires willingness and ability to travel from 60% up to 75% of the time in US and Canada for on-site work with healthcare/clinical laboratory clients

Customer DBS Leader Resume Examples & Samples

Promote and facilitate diagnosis of work flow impediments and other wastes throughout the business of select health care customers and provide expert counsel on appropriate strategies employing DBS tools to eliminate waste
Facilitate events that allow customers to own and drive targeted, sustainable improvement in QDIPS (Quality, Delivery, Inventory, Productivity and Safety) results by leveraging DBS tools, consulting skills, and change management process
Ensure successful internal or external customer kaizen events by installing and ensuring compliance to the kaizen process (planning, execution and sustainment).Directly provide formal and informal DBS training and coaching to external customers
Facilitate other DBS training sessions when appropriate (other trainers and consultants from Danaher, Shingijutsu, or other)
Manage a team of 4-5 DBS consultants. Responsible for the successful coaching and mentoring of team members
Support implementation of CPI team strategy and Daily Management tracking
Daily process and people management tasks – including, but not limited to, hiring, performance management, training, tracking and approving expense reports, PTO requests, travel, compliance training and executing on customer priority lists (resource assignments, timelines, etc.)
This is a nationwide, home office based position
Bachelor’s degree is required. Backgrounds in Industrial Engineering, Operations Management or other engineering discipline are preferred but not required. Master’s degree in Operations Management is preferred
6-10 years demonstrable experience of leading a team and process improvement initiatives across operational (manufacturing or logistics) and business management settings in any industry. A portfolio of work will be requested. Healthcare experience is not required
Leadership – Ability to lead a team of field based employees
Consultative skills – Experience driving Lean strategies at both the executive and associate level
Communications skills - Extensive history of successful communication and ability to influence and persuade others to action
Facilitation skills – Must be able to facilitate training and team efforts to implement process improvement across varying dynamics (healthcare executives, lab leadership and lab staff). Also critical to be able to handle conflict and use it to move projects forward
Teamwork - Able to lead teams of customer employees to successful implementation of continuous improvement initiatives
Technical excellence – Critical to be seen as credible by customers and peers

Team Leader Customer Experience Resume Examples & Samples

Support the performance and effectiveness of a team of Customer Center Representatives engaged in a variety of customer service, billing, or credit related activities
Supports peers and customers to ensure a positive customer experience
In addition to performing the duties of a Customer Service Representative IV, will resolve escalated calls (in the absence of a Supervisor) and personally handle and resolve the more sensitive and difficult customer contacts related to a variety of issues
Observes and assesses employee performance, and provides input to supervisors for use in annual performance reviews
Provides quality assurance, coaching and mentoring of representatives to enhance their ability and confidence in assuming call ownership when dealing with customers using positive and constructive reinforcement
Assists in scheduling, coordinating and reviewing work of assigned employees and assigns work for both normal and emergency conditions
Develops relationships internal and external to the team to solicit support for and overcome obstacles to the overall purpose and goals of the group
Participates in special assignments (individual and team) to analyze problems and develop options and solutions and may be assigned to SWAT teams as necessary
Supports Representatives in meeting their customer experience metrics and goals
Provides prompt, courteous and accurate responses to inquiries on various customer-related matters as well as field, corporate and regulatory inquiries
Reviews customer information, billing and credit transactions for accuracy within established company guidelines
Help maximize achievement of team performance goals
Assumes the leadership and management responsibilities of a supervisor in their absence
Ability to lead by example in day- to-day work and toward performance goals
Brings a positive, proactive, customer-focused attitude and seeks ways to achieve company objectives
Ability to establish instant rapport with others. Is trusted and credible. Demonstrates strong interpersonal and communication skills including effective listening, empathy and ability to interact well with both employees and difficult customers during situations requiring tact and persuasion
Has a proactive, action-oriented, “can do” approach, likes to make things happen, and keeps colleagues informed of progress as appropriate
Ability to work with and keep a positive, supportive attitude towards the Company, job, customers and co-workers
Demonstrates intellectual curiosity and a willingness to try new ideas to improve the business. Ability to identify and analyze problems quickly, develop options and solutions—independently and as part of a team, often without close supervision
Ability to make decisions effectively and appropriately while encouraging employees to make appropriate and flexible decisions to ensure exceptional customer service. Ability to handle multiple tasks with frequent interruptions and changing priorities. Ability to deal with a heavy workload, multiple computer systems and changing policies and procedures
Thorough knowledge of the assigned Customer Experience Center activities, policies and procedures, including customer billing, service plans, credit and collections, and company programs and services. Demonstrated knowledge of utility regulations, statues and practices
Focuses on improving the customer experience
Flexible and willing to be rotated among departments as needed
Strong written and verbal communication skills. Ability to speak other languages is desirable

Customer Center Leader Resume Examples & Samples

1) Service center overall performance management. Build up and optimize KPI mechanism at both team level and individual KPI management. Monitor team performance lead actions to ensure achieve target
2) To achieve hotline SLAs by business forecast, manpower scheduling and field management
3) Supervising groups of customer services representatives. Develop talent at both management and expertise direction, lead customer center team culture activities, awards to build staff retention and team morale
4) Lead quality assurance for customer center transitions including call, email and chat service. Define quality criteria and quality control mechanism; organize weekly transaction monitoring and lead quality improvement projects
5) Closely working with cross functions for process design and improvement, enhance call center knowledge base
6) Handling emergency customer cases escalated from Tier1 team members or other departments
7) Working with service vendor on new hire recruitment and training
8) Participate in projects and business development for service new initiatives
1) Bachelor degree or above
2) Minimum 5-year experience in call center operation management role, preferably in healthcare industry
3) Strong call center operation skills in performance, process, quality and people management
4) Strategic thinking. Data driven, strong analytical skills with strong sensibility on customer needs
5) Strong project management skills and emergency handling skills
6) Team player with good communication and coordination skill for cross function work
7) Good written English skills
8) Excellent PC skills, with good working knowledge of MS Office applications especially Excel and PowerPoint
1) COPC coordinator certification
2) QMS9001, QMS13485, and ISMS27001 auditor certification

Team Leader Customer Experience Resume Examples & Samples

Responsible for managing the team’s performance by ensuring that departmental objectives
OKRs are met monitoring, organizing, and coaching team on a day-to-day basis
Responsible to answer Inquiry & resolved complaint customer
Min 2 years of experience as a Team Leader
Minimum D3 any major
Call Canter Skills, Understand manage floor / real time floor management
Prefer understand Zen desk

R&D Customer First Leader Resume Examples & Samples

Managing a process for triaging customer investigations and determining allocation to R&D and support services
Overseeing a process for training and knowledge transfer to customer support
Developing a mechanism for establishing cross functional teams to address customer escalations (rapid response team)
Planning and managing customer escalations into R&D in a responsive and practical manner
Engaging the product release process to establish a customer advocacy role, whereby the voice of the customer is represented during release sign-off
Ensuring root cause analysis are conducted for customer escalations and establishing a consistent practice across R&D
Conducting and organizing training R&D staff regarding the roles and accountability of the customer success processes
Maintaining and improving the relationships between R&D and support to address customer feedback
Defining expectations of both R&D and Support when customer issues are raised
Identifying and driving improvements to system logging, alarming, and diagnostics
Identifying top customer issues seen in field and prioritizing a corrective plan
Developing process improvements for Quality Engineering for test escapes into the field
Collaborating with senior executives, account teams and presales to ensure that best engineering practices are adopted in the field
Occasional travel to site as a customer advocate to collect customer feedback and share with teams
Bachelor’s degree in computer science or equivalent
Software development experience from the ground up, including first and second line management (minimum of 5 years’ experience)
Practical experience delivering software products using agile development methodologies
Full stack knowledge of the development process and lifecycle management of products
Track record of strong customer engagements supporting software products in the field (minimum of 5 years of experience in this role)
Track records of managing the delivery of software defects and improvements from R&D through to customers
Excellent communication and organizational skills (written and verbal), & relationship management up and down the chain
Can-do action oriented individual, results oriented and gets closure on issues; and
Willing to travel
LI-SN

Customer Excellence Operations Leader Resume Examples & Samples

Leads an organization of 100+ employees that are responsible for being a gatekeeper for clean product and services orders; processing, pacing and fulfilling those orders while responding to customer order inquiries; and managing successful complaint resolution
Builds relationship and partners with key Customers (Distributors, Contractors, Panel Builders and OEMs) to drive a differentiated level of services
Develops a close working relationship with the relevant regional sales leaders to ensure consistent service delivery and resolve customer issues
Ensures the team has clear processes for receiving and resolving escalations from customers or commercial teams
Holds team accountable for High Say / Do Ratio on all activities as measured by agreed upon time, quantity and quality metrics
Drive Improved On-time Delivery (OTD) to customer request date, as well as, in quarter pacing to deliver on all commitments
Roll-out NPS & develop actionable improvement plans
Clear understanding of complex commercial terms, and ability to support complete execution of contractual terms from Inquiry to Order (ITO) through Order to Remittance (OTR)
Lead the Customer First line of Defense and technical support for Install thru Warranty
Implementation and maintenance of tools and dashboards for customer centric metrics that are visible and communicated broadly
Understands critical skill requirements across the customer excellence operations and drives skill development at all levels of the organization
Develops organizational value proposition and drives organization brand development to attract internal and external talent
Delivering at the highest possible speed and quality is critical in this role, as is consistent process execution and identification and elimination of process inefficiencies. Success is measured via adherence to stated service levels, conversion rates, and orders volume, and overall customer satisfaction
Bachelor's Degree in Business or Engineering
Significant experience leading an operational team in the field of order entry or fulfillment
Proven experience leading and developing successful teams
Proven experience solving difficult business challenges in a high paced organization
Experience with SAP, Salesforce.com and different digitization initiatives
Experience in business-to-business sales
Six Sigma, Lean, or Project Management experience (or equivalent Quality experience)
Ability to multitask & manage high volumes of activity & demonstrate measurable results
Ability to break down complex problems, facilitate problem resolution and drive execution in a matrix organization
Self-motivated with demonstrated ability to motivate others to achieve results
Strong Global & cultural leadership skill set
Continuous learning mindset, able to quickly test new ideas, evaluate experiences and iterate solutions
Ability to challenge status quo and think out of the box

Customer Innovation Center Leader Resume Examples & Samples

Develop and implement CIC policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
Coordinate and manage administration of CIC resources by different stakeholders and for different purposes
Create a stimulus for new thinking by showcasing 3DP solutions through, hands-on demonstrations, detailed case-studies, facilitated workshops and training sessions, tailored to our customers’ priorities
Ensuring ongoing usage of the CIC and maintain an optimal level of productivity
Support project teams and drive manufacturing validations
Work with project teams to address specific customer requirements
Define requirements and hire talent to carry out our CIC mission, and manage CIC staffing (recruitment, supervision, scheduling, development, evaluation, and disciplinary actions)
Expedite the development of the CIC team and ensure their product and customer expertise grows exponentially
Interface with sales managers, vertical market leaders, and other stakeholders to insure that the CIC team meets expectations
Partner with other CIC directors to share solutions, ideas and core processes for building out and leveraging the CIC most effectively to meet customer needs. Implement an appropriate QMS to insure that parts meet necessary quality standards
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users, regarding pertinent CIC activities
Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements
Identify, select and manage effective relationships with other firms (nearby if possible) for subcontracting certain post-processing activities that will not be performed in-house, and incorporating any outsourced work into the overall solution in order to present an integrated application to prospective customers

Vaccine Key Customer Leader Resume Examples & Samples

Required: BA/BS
Preferred: Masters degree (business, marketing, science, healthcare, public health)
Minimum of five (5) years experience in Sales leadership, Key Account Management / Client Service Management, Marketing, and/or Strategy preferably in the healthcare industry
Minimum of two (2) years experience working in Sales leadership or Strategic Account Management with key thought leaders or high influence customers in public health, large group practices, hospitals/systems, or managed care organizations
Ability to build and develop customer relationships, including the ability to influence senior levels of management and key thought leaders
Excellent interpersonal and communication skills, with ability to interact with individuals from a variety of cultures, and disciplines
Strong peer leadership and ability to collaborate with and coordinate activity among individuals in different reporting structures within the organization
Self-motivated with the ability to perform with a high level of independence
Innovative thinking and exceptional business acumen, analytical and problem-solving skills
Fluent in conversational and written English
Minimum 25% travel depending on specific territory
Valid Driver's License

Customer & Technician Team Leader Resume Examples & Samples

Directly supervise Service and/or Parts Technical Specialists including: monitoring calls based on the quality guidelines; provide coaching and feedback for improvement; conduct one-on-one & performance review sessions; identify training needs; coach for performance management; build developmental action plans, etc. Participate in disciplinary actions as required
Provide guidance, assist Service and/or Parts Technical Specialists in handling and/or assisting with the resolution of complex customer inquiries
Create a continuous improvement environment by providing input and best practices recommendations regarding improvements to processes/procedures to customer service activities. Provide input and escalate re-occurring issues that adversely affect our customer. Perform root-cause analyses
Participate in the recruiting and hiring of new Service and/or Parts Technical Specialists. 5. Perform other duties as required
Demonstrated oral/written communication skills
Demonstrated leadership/supervisory skills

Customer Experience Leader Multi Resume Examples & Samples

Be passionate about creating exceptional customer and/or consumer experiences in a digital world
Be energized by collaborating with cross-functional and cross-regional teams to bring value to our customers/consumers
Recognize the importance of building and maintaining strong interpersonal relationships
Developing and implementing a common enterprise-wide customer experience approach, including relevant processes that span from strategy development to tactical planning and execution
Leading creation of tools and workshops to enable and educate divisions to build these capabilities and easily adopt this approach to enhance how we engage our customers and/or consumers
Working hands-on with divisions to create a cohesive experience leveraging both on and offline channels, guiding pull-through and tactical implementation
Identifying and leading pilot initiatives to continually grow customer and/or consumer experience capabilities (scaling learnings based on success of pilots)
Guiding divisions on the global rollout of customer/consumer experience efforts, providing support as needed for regional or local adaptation
Identifying internal and external best practices and leading the roll-out of these across the enterprise
Staying abreast of emerging trends, bringing forward innovation to drive next generation customer/consumer experience capabilities
Working in partnership with the Insights and Analytics COE to understand and measure impact of customer/consumer experience initiatives
Identifying and working with key internal stakeholders on enhancements needed to marketing technology platforms to improve customer/consumer experiences
Developing external partnerships to extend our capabilities
Minimum of 7 years’ experience in Marketing, Brand Management, Digital Marketing, Media, Communications or related field
Proven track record in creating customer engagement or marketing strategies in both B2B and B2C as well as implementing tactical plans that drive business impact
Experience with marketing through digital channels
Strong understanding of the agency landscape and marketing technologies
Effectively influences individuals and teams across a global, complex organization
Strong leadership skills with a solution-oriented mind-set
Capability to prioritize and manage multiple commitments simultaneously
Demonstrated ability to
Bachelor’s in Marketing, Communication or related field
Experience working in the industrial, medical, or performance apparel industries

Customer Experience Mgt Leader Resume Examples & Samples

Five to ten years related experience
Proven track record of establishing Customer Experience teams and programs
Minimum of three years of experience in building, supervising and mentoring a team
Health care experience preferred
Credible and articulate, with excellent communication, presentation and interpersonal skills
Self-starter with attention to detail
Ability to multi-task and manage multiple complex projects in a cross functional environment
Ability to measure performance outcomes
Flexibility in approach to problem-solving and creative thinking
Consultative and collaborative leadership style with a results-driven approach
High degree of integrity and moral character
Presentation of results in consumable formats, including dynamic dashboards
Ability to build relationships with non-marketing functions
Superior written and verbal communication skills
Ability to storyboard, write, design and deliver compelling presentations to senior leaders
Strong relationship-building skills
Excellent negotiation skills
Ability to create ‘constructive tension&#8217
Superior analytical and problem solving skills, financial background a plus
Strong conceptual thinking skills
Ability to thrive in a fast-paced, high-energy environment
Innovative and creative thinking balanced with pragmatism (fresh, big-picture thinking)
Intellectual horsepower (highly analytical & strategic)
Drives for results in prioritized manner (balanced sense of urgency)
Listening skills, minimal ego (listen first, then respond)
Complex problem-solving, with hands-on ability (create options, then converge)
Organized and attention-to-detail approach (strong tactical execution)
Highly resourceful (stretches people and money; compresses time)

Customer Analysis Leader Resume Examples & Samples

Independently analyze existing voice of customer data to uncover the underlying insights
Work closely with Customer Insights colleagues to identify opportunities to enhance deliverables, elevate analysis, and improve deliverables for our internal stakeholders
Expand customer segmentation efforts and capabilities by integrating existing client datasets from multiple functional areas and bringing new thinking around segmenting and targeting customers
Lead the creation of thought leadership deliverables based on existing CX
Create and maintain a database of summarized and raw customer insights data and deliverables

Customer Team Leader Vaccines Resume Examples & Samples

Leading and managing Customer Representatives in identifying customer needs
Strong leadership skills with experience leading teams through change and new challenges by applying situational coaching skills and using emotional intelligence
Self-starter who is comfortable working in and leading a team through ambiguity and the capacity to see ‘what can be’ for this new organization
Communicate with courage and candor as we evolve our engagement model for this customer segment
Demonstrated account planning and management skills and strong collaboration with extended teams toward common goals
10%Travel

Global Customer Excellence Initiatives Leader Resume Examples & Samples

Responsible for the design and execution of the global Customer Excellence process
Identifies global process standardization opportunities and leads the global Customer Excellence experts team to implement process improvements
Lead the global Customer Excellence experts team by prioritizing workstreams and assignments
Responsible to define and achieve productivity
Aligns with ongoing global and regional process improvements and projects
Aligns with global and regional leadership on initiatives
Evaluation, follow up and implementation of the roll-out experiences after project closures
Ensure ISO requirements for training, SOP documentation and process adherence are met
Energizing, motivating and leading his/her team
Identify training needs of the team, provide individual coaching as appropriate
Team meetings, including segment performance reviews, HR issues, general update
Ensure team is fully trained on processes, quality requirements and systems
Responsible for the execution of the annual performance evaluation & career planning processes for the team
Participates in the recruitment of the new team members
University or college degree
High level knowledge of Microsoft Office applications (word, Excel, Power Point) and SAP
Significant work & leadership experience , preference in several functions
Relevant project management experience
Quality and customer focus , always start to think from customer perspective
Commercial ( support ) knowledge & experience is a plus , clear view on product / market is helpful
Excellent communication and problem solving skills, accuracy
Excellent people motivation & leadership skills
Lead also cross functional MBB/BB projects

Vaccine Key Customer Leader Resume Examples & Samples

The VKCL will be accountable for the Vaccines business performance, business relationship and customer experience with assigned customers, coordinating appropriate Merck resources and personnel to meet the needs of the customer
Actively develops, enhances and applies a deep understanding of assigned customers, the local market healthcare /vaccination ecosystem, and ensuing interplay and translates into potential business opportunities
Demonstrates and applies in-depth knowledge of the vaccination landscape including: vaccination schedule, quality measures, reimbursement processes, key factors affecting uptake, local immunization registries, coalitions, school requirements
Responsible for demonstrating strong collaboration and coordination with all Merck customer-facing roles. With all assigned accounts, the VKCL will be responsible for building a Vaccines account strategy focused on increasing appropriate use of Merck Vaccines and coordinating the account team execution consistent with the strategy and customer needs
Identifies key vaccine decision-makers and influencers, understands their concerns and priorities, builds trusting relationships that differentiate Merck
Collaborates with internal and customer stakeholders to formulate approach and select/deploy solutions to meet customer needs
Identifies strategic customers within region/geography that afford Merck differentiated business opportunities and prioritizes their importance
Stays abreast of competitor approaches and Merck customer contracting strategy; engages appropriate Merck account team members (field and HQ) to capitalize on opportunities to grow/defend the Vaccine business
Minimum of five (5) years experience in Sales leadership, Key Account Management / Client Service Management, Marketing, and/or Strategy preferably in the Healthcare industry
Minimum of two (2) years experience working in Sales leadership or Strategic Account Management with key thought leaders or high influence customers in Public Health, Large Group Practices, Hospitals/Systems, or Managed Care Organizations
Proficient in Microsoft Excel, PowerPoint, Word and Outlook
(30% travel)

Customer Experience Management Leader Resume Examples & Samples

Customer Experience (CX) management and experiential design, B2B experience a plus. Work with key stakeholders in multiple business groups and departments to identify the right CX opportunities and put together a strategy to implement CX changes
Deep understanding of Primary Market Research design and implementation. Work with stakeholders to design research to capture VoC as it relates to new or existing products and services
Consultative approach to partnering with internal stakeholders to serve as Subject Matter Expert for CX improvement sessions including Customer Journey Mapping, Service Blueprinting and other LEAN exercises
Ability to transform unstructured data into structured data, making it actionable or consumable for the larger organization
Moderating or Facilitating employee focus groups and customer advisory councils
Evangelizing the Customer Experience vision and the communicating our successes across the broader Siemens Healthineers organization
Proven experience (10+ yrs) in Customer Experience Design
A laser like focus on the impact of Customer Experience on business outcomes
Knowledgeable of the changing healthcare marketplace
Knowledgeable and experienced with primary market research, including both qualitative and quantitative research such as concept testing, segmentation research, discrete choice testing, and customer satisfaction research
Versed in data analytics including working with data sets from primary and secondary research. Ability to transform data into recommendations and actions
Outstanding communication skills, both written and verbal, experienced public speaker a plus
Ability to build strong inter-personal relationships with peers and other key stakeholders that can help implement smooth execution
Strategic thinker with the ability to approach problems as opportunities
Passionate about customer experiences with the ability to drive people, process, and technology initiatives to optimize the Customer experience end-to-end
Current or past areas of study include Business, Social Sciences, Statistics, Math, Psychology, Marketing or other research related majors preferred
MBA or advanced degrees a plus
Ability to learn quickly
Strong attentional to detail
Self-directed with the ability to prioritize and self-motivate
Team Player willing to roll-up-your sleeves
Willingness to learn new things and teach others what you know

Customer Insight Leader, Market Access Resume Examples & Samples

5+ years in the pharmaceutical industry
Experience conducting secondary analysis on market access or managed care
Understanding of market access landscape and experience with secondary analysis
Experience in managed markets internal and external information sources including sales data reporting, analysis and customer targeting strategies/methods
Strong business acumen with ability to understand and interpret information from multiple sources
Ability to perform geographical analysis using multiple quantitative and qualitative sources to translate data into actionable recommendations
Comfortable working in ambiguity with the ability to challenge traditional thinking to solve problems
Ability to lead without authority
Excellent informal and formal communications skills
Highly analytical with an excellent understanding of the value and processes associated with primary market research, forecasting, promotion response insights, and business intelligence
Ability to perform analyses using Microsoft Excel and Micro Strategy or similar Business Information tools to translate data into actionable recommendations
Experience with secondary pharmaceutical data, statistical analysis and the techniques and application of primary market research
Exhibit business acumen in working with research vendors
Advanced Degree (e.g. MBA) or equivalent work experience
Project/program management expertise

Customer Business Leader Vistar Resume Examples & Samples

10 years of experience in CPG sales
Experience working at a HQ as a technical leader (T2+)
Key Account Management experience (Large & Small)
People Leadership
Demonstrated application of Category based selling
The knowledge, skills, and abilities typically acquired through the completion of a bachelor's degree program in a related field, or equivalent work experience
Ability to travel 40% of the time
Successful completion of a drug and background screen
A valid driver's license and clean driving record are required
10+ Years of experience in CPG Sales
Broker Management experience
Experience in Customer Marketing

Customer Requirements Administration Leader Resume Examples & Samples

Successfully lead all aspects of the customer requirements administration team, ensuring collections of accessorial charges incurred by Swift's customers. Lead team in assisting in the billing and customer requirement set-up accuracy to achieve long-term, 'good-standing,' payment trends. Develop and utilize key metrics to drive performance throughout Revenue Services
Lead cross-functional business improvement projects focused on accuracy of invoicing, efficiencies and/or revenue generation. Develop training courses and materials focused on the improvements made; facilitate training to designated department personnel throughout the company
Ensure timely and appropriate training for personnel; develop and communicate key indicators of success for each team member. Provide training on query creation and generation
Build effective working relationships with key customer contacts - both internal and external
Provide regular status reports to leadership on all projects/initiatives and day to day operations, ensuring resources assignments maximize coverage and achievement of key metrics
Support and practice directed initiatives to achieve overall company objectives; build a great team that delivers great results through an understanding, practice and teaching of company focused leadership strategies
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations
Perform additional responsibilities as assigned by leadership
Skills: Strong analytical, problem-solving and leadership skills; self-motivated with exceptional time-management skills; quality driven; proficiency with Microsoft Office suite, AS400, sequel queries and project management tools; excellent communication (both verbal and written) and customer service skills; ability to analyze and evaluate complex subject matter and communicate findings to all levels of leadership; must be able to successfully manage changing priorities and be able to succeed in a fast paced, high volume transaction based environment while consistently meeting deadlines
Education: Baccalaureate from Accredited University or College
Experience Required: Two or more years (2+) of leadership experience; verifiable analytical experience required; experience in transportation industry preferred

Team Leader Customer Accounts Resume Examples & Samples

Proven leadership and organisational skills including a high degree of initiative and flexibility, the ability to manage resources to meet competing priorities and experience in managing and motivating staff, to deliver agreed services in a timely and appropriate manner
Demonstrated understanding and experience in the civil collection of monies owed including knowledge of current legislation, and ability to develop and present complex management reports
Proven understanding and application of Australian Commercial practice in managing customer accounts in a competitive retail environment
Demonstrated ability to promote and support change management programs including experience in facilitating the development of teamwork plans and performance measures through a participatory approach
Demonstrated experience in the identification and rectify revenue leakage. Capability to investigate analyses and report on critical business issues, make sound recommendations and implement initiatives that improve business and staff performance
Demonstrated ability in implementing strategic initiatives and programs that deliver improved business efficiency
Demonstrated high level written and oral communication skills including facilitation and negotiation skills, the ability to deal sensitively with customers, staff and partners, and the ability to prepare sensitive and complex briefings

Continuous Improvement & Customer Experience Leader Resume Examples & Samples

Partners with region SVPs to determine business needs and translates them into process requirements and controls, process flows, quality standards and design documentation, and develops data management systems to provide feedback, metrics, and visibility
Analyzes, specifies, designs and develops Operations and Services processes with regards to customer, quality and continuous improvement activities
Defines clear metrics and tools to measure the quality performance and customer experience at regional level
Develops processes, standards, and teaching methods for effective Problem Solving, Defect Analytics, Data Capture and Knowledge Transfer
Continuous Improvement based on Operations, Corporate, and Customer Data Analysis and Benchmark Studies Data analysis infrastructure, reporting and communications
Problem Solving Process (5 Why’s, Six Sigma, Fault Trees, Process Mapping, etc)
Quality KPI development and execution

Customer Team Leader Resume Examples & Samples

Coaching representatives, overseeing training, and completing people management processes for Customer Representatives and effectively developing and resourcing his/her customer team to address customer needs
Minimum of (3) years experience working with key thought leaders or high influence customers in large group practices, hospitals, or managed care organizations
Minimum of (2) years experience working in Marketing, Managed Care, or Sales support areas within the Pharmaceutical industry
Experience working in Marketing or Basic Research
Experience selling in the Pharmaceutical, Biotech & Medical Device Industry
Previous Field Sales Management experience
Capable of establishing relationships and networks within a customer organization

Customer Improvement Team Leader Resume Examples & Samples

Ensure all super detractor and detractor feedback from CSAT surveys are reviewed by the team
Coach and develop your team to ensure they’re the highest performers across all KPIs in order to showcase what optimum performance looks like
Work with the operation to understand behaviours and issues which prevent optimum performance being achieved across our Customer Care Advisor community
Ensure all findings are recorded and tracked in the appropriate way
Place priorities on actions to address any findings that can be backed up by evidence showcasing the benefits of a fix or change
Work with various teams throughout Customer Care and the wider business to bring to life the findings and possible solutions
Coaching and developing your team to ensure they take ownership and use their judgement to make real time decisions and changes that are in line with the business objectives and priorities
Setting clear objectives and ensuring appropriate levels of engagement, feedback and development to continuously improve individuals contribution within the context of their existing job role
Proven Team Leader experience gained in a people management capacity within a contact centre environment
A minimum of 18 months Team Leader experience in ASOS Customer Care
Demonstrable experience of managing multiple workflows to a set of targeted KPI’s
Performance and quality management experience
Used to working in a high volume, fast paced, ever changing environment
Operational understanding of a contact centre environment and strong commercial awareness
Passion for working as part of a team
Proven people management skills with the ability to lead and motivate your team and act as a role model at all times
Self-motivated, flexible and able to adapt to changing circumstances
Strong customer focus and willingness to promote service excellence within the team
Ability to recognise when an issue is escalating and act on this in an appropriate way
Excellent written and verbal communication skills with the ability to communicate well with staff at all levels
Good time management and organisational skills
Ability to make the right decisions under pressure
Professional and committed approach to work
Constructive approach to giving feedback and ideas to improve the customer experience

Team Leader, Ebay Customer Experience Resume Examples & Samples

Ensure differentiated customer experience is at forefront of all department actions & work to actively enhance customer experience through implementation of required coaching, programs, systems or processes that provide positive impact to eBay community
Working as an integral part of the Operations team to ensure Customer Service metrics including Customer Satisfaction and Quality are met
Contribute to the organisation, execution and ongoing monitoring of the key department performance metrics

Customer Activation & Engagement Leader Resume Examples & Samples

Effectively leading a team of Customer Activation and Engagement Managers
Focusing on customer experience, ensuring we create a mechanism of world class support for our customers encouraging active Barclays Pingit App and mobile payment solution users
Designing, developing and delivering customer activation and engagement strategies aligned to the Barclays business objectives regarding mobile payments
Experience leading, coaching or mentoring colleagues on the skills and capabilities required to excel within their roles
Extensive knowledge of online and mobile business, digital banking, marketing and systems, and their impact on the customer activation & experience across channels
Experience in data and customer insight analysis
Proven ability in creative thinking to define innovative approaches to campaigns and initiatives
Experience of working in cross functional teams to meet operational requirements, with a focus on the cross channel customer experience
Assessment: If your application is successful at this stage, we’ll ask you to complete an online Situational Judgment Test to explore your alignment to the Barclays Values and Competencies. Your recruiter will be able to provide further information about the test

Customer Excellence Leader Resume Examples & Samples

To work closely with the other senior leaders across property risk engineering
Delivery of major projects, such as My Analysis 2 and other projects that are deemed business or reputational critical
Responsible for ensuring quality and consistency, service delivery, recommendation response focus at customer level
Work with International and North American Risk Engineering Leaders to help their teams deliver
Liaising with customers to ensure we remain relevant
Liaising with systems and operations to ensure a seamless customer experience
Updating process manuals
Focus: Bring like minds working together, encouraging teams to push each other’s boundaries while focusing on the task at hand. Working closely with the Technical Centre of Excellence to drive research on certain capabilities
Economies of scale: Pushing continuous improvement to proactively support the firm
Collaboration: Ensure specialists are not working in isolation and that peer-to-peer collaboration is constant. Allow skilled members of the team to offer guidance across the firm
Quality: Better enforce standards, consistency across the organization, & foster better quality output
Single voice: Create a single point of contact for particular skills to ensure a consistent message throughout the organization
Management of skill development career paths for the team members. Where customer is concerned
The ideal candidate must have sufficient experience to have filled a number of roles such as field consultant, risk consultant and regional leader
International experience is desirable
Influencing and negotiation
Proven track record of team building and communication
Process optimization and development
Strong customer relationship and sales
Strong property loss prevention technical capabilities
Knowledge of underwriting processes and data needs

Customer Resolutions Team Leader Resume Examples & Samples

Experience of leading, motivating and developing teams
Proven ability to confidently liaise with and manage expectations of customers and colleagues including internal Senior Management / Board of Management
Ability to demonstrate logical thought processes, plan and manage own workload/delivery
Ability to cope under pressure and meet strict deadlines
High level of emotional intelligence and resilience
Thorough understanding of all relevant complaint and sensitive case management aspects legislation/requirements including but not limited to TCF, FCA, FOS and relevant Vulnerable Customer guidance
Experience of working in a complaints handling environment
A thorough understanding of the product portfolio and the behaviours of products and brands across the Mercedes Group
Experience of dealing with our Retailer Network, Business Development Managers and key contacts within our Company
Previous experience in the motor finance industry

Team Leader Customer Forecasting & Replenishment Resume Examples & Samples

Bachelors Degree - Business Management, Supply Chain
Knowledge of supply chain processes that include order management, outbound warehouse activities, freight movement and customer receiving practices
Strong knowledge base in replenishment, forecasting and inventory management concepts, direct experience preferred
Strong analytical skills (trend analysis, cost benefit analysis)
Knowledge of budget and expense control and general accounting principles
Proficient use of Order Processing and Replenishment systems and reporting
Masters of Business - Business Management, Supply Chain
Understand the current customer supply chain strategy and business model through collaborative integration and analysis of Big Data (down to store level segmentation) to determine opportunities and solutions
Lead team in implementation of agreed to strategies that ensure consistent execution of supply chain, logistics, forecasting, replenishment, and inventory strategies across the total customer supply chain
Champion the GSK supply chain to deliver customer scorecard and critical GSK KPI results via agreements gained at annual top-to-top meeting between Supply and Commercial leaders from both the customer and GSK
Drive further improvements and efficiencies within GSK’s Supply Chain by leading or participating in initiatives using Accelerated Delivery and Performance (ADP)
Own Strategy Development and Communication of Inventory Allocation Process when weeks of supply indicate service issues to the customer
Coordinate and communicate CPFR / Customer Service shipment projections to Demand Planning and Finance Leaders for the purpose of delivering GSK’s financial goals on a Quarterly and Year End basis
Communicate all Customer supply chain initiatives to GSK leaders in Supply Chain Logistics and Sales
Support and facilitate personnel development to meet career aspirations; including coaching, PDP discussions, and talent reviews. Determine salary and bonus levels through review process. Hire and promote highly talented associates and terminate as needed
Manage New Product Development launch activity for Customer Service
Convey customer inventory strategy and levels to Demand Planning as input to company forecasting process

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