Customer Operations Manager Resume Samples

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O Cole

Osborne

Cole

784 Nolan Mission

Houston

+1 (555) 350 0796

784 Nolan Mission

Houston

Phone

p +1 (555) 350 0796

Experience Experience

Phoenix, AZ

Customer Operations Manager

Phoenix, AZ

Kassulke-Keebler

Phoenix, AZ

Customer Operations Manager

Work closely with internal stakeholders, including customer project managers and key account manager, with necessary contractual interactions and negotiations
Responsible for management and execution of a Managed Services Statement of Work for a single account and/or multiple complex, small accounts.
Liaise with regional counterparts to develop and coordinate cross-regional development and initiatives to deliver streamlined solutions
Proactively monitor service delivery quality and provide information and solutions to account management teams and GCO leadership to maintain client health
Background in ICT portfolio management (Network Applications, Cloud Infrastructure and OSS/BSS)
Hire, manage, mentor, and coach individuals within assigned teams as well as make promotional recommendations
Establish structure and drive systems improvements to efficiently engage and communicate within the partner ecosystem

Detroit, MI

Customer Operations Manager Stage

Detroit, MI

Rutherford, Homenick and Wunsch

Detroit, MI

Customer Operations Manager Stage

Perform work on customer site and engage with customer teams at all levels
Manage all aspects of the complete delivery portfolio
Evaluate and manage third party relationships to ensure that margin levels are met and that the business case is being realized
Develop relationships with senior internal stakeholders and at customers
Develop the business by participating as a Core 3 or engaging ACRs and CSRs for various opportunities
Manage all aspects of the complete delivery portfolio in an account towards various programs and projects
Develop the business

present

Houston, TX

Senior Customer Operations Manager

Houston, TX

Brakus, Nitzsche and Cummerata

present

Houston, TX

Senior Customer Operations Manager

present

Own the quality & compliance framework across Sales, Service & Retention operations to drive advisor development, customer advocacy and net customer growth
Represent the wider Customer Contact team in projects & initiatives that will have an impact on customers
Aware of different approaches to people management how to drive the right behaviours for the organisation
Knowledge of different communication channels (in particular Social media) and the principles in each to drive customer satisfaction
Managing conflicting priorities and getting the best result for the end customer
Responsible for the leadership of the Operations team/function within the Local Heroes business
Deliver operational performance metrics including but not limited to – Customer NPS, Trader NPS, complaints per thousand, response SLAs, unmatched jobs

Education Education

Bachelor’s Degree in Business

Tulane University

Bachelor’s Degree in Business

Skills Skills

Highly self-motivated and able to work effectively with virtual teams of diverse background
An excellent people leader – demonstrable experience in managing a large team in a dynamic and fast-paced environment
Further education highly desirable
Dealing with Ambiguity – maintain a positive and productive attitude in the face of frequently changing dynamics; ability to adapt and course-correct quickly
Ability to formulate and deliver highly complex presentations
Ability to professionally represent Aftermarket Brands with key retail account and large OEM accounts
Solid high level internetworking technical knowledge
Strong leadership skills, applicable at the senior management level, across the world, and within both Microsoft and our OEM customers
Excellent Communication Skills - (verbal, written and presentation)
Ability to communicate at all levels with clarity and precision, both written and verbal

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15 Customer Operations Manager resume templates

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Customer Operations Manager Resume Examples & Samples

Monitor and report on the operational and financial performance of the service delivery unit for a specific customer, based on the WLA requirements
Maintain Periodic Formal Governance with the stakeholders to ensure regular update of important activities, initiatives & WLA KPIs Status
Responsible to secure WLA are updated and reflecting the global center delivery solution (including contractual scope changes - costs and performance indicators)
Responsible to establish the necessary OLA (Operation Level Agreements) to fulfill WLA requirements and secure that the OLAs are updated and followed by the center
Responsible for securing 3PP adherence to the delivery requirements as reflect in the contract and to escalate deviations or improvement needs to the Sourcing organization
Working pro-actively to continuously improve the financial and the operational performance of the delivery units as well as the processes used in our delivery, as part of Continual Service Improvement initiatives
Identify delivery trends in connection to possible Add on Sales

Customer Operations Manager Resume Examples & Samples

Operations responsibility (Network and Information technology) for Ericsson's client
Define with Technical Coordinators (TCs) and Customer Technical Coordinators (CTCs) clear priorities for the specific customer
Secure that TCs and CTCs follow the defined priorities
Define with TCs and CTCs the number of FTE required in each operational unit for the specific customer
Monitor and report on the operational and financial performance of the service delivery unit
Maintain Periodic Formal Governance with MSIP to ensure regular update of important activities, initiatives & WLA KPIs Status
Initiate and drive continuous improvement plans. Working pro-actively to continuously improve the financial and the operational performance of the delivery units as well as the processes used
Responsible to secure that WLA are updated and reflect the global center delivery solution (including contractual scope changes - costs and performance indicators)
Responsible for securing 3PP adherence to the delivery requirements and to escalate deviations or improvement needs to the Sourcing organization
Degree in Electronics Engineering/ Computer Science. MBA preferred
Industry experience: Candidate should have relevant experience of a minimum 3 years with managed services and operations
Technical and/or functional skills: IT and/or Telecom domain
Decision Making
Experience of planning, arrangement and control over operating activities
Good knowledge of Customer environment Telecommunication and Information technology
Ability to define KPIs that support customer ambition in agreement to cost of service
Ability to write WLA/SLA/OLA
Ability to prepare Power Point presentations and Excel reports
Knowledge of both Network domain and Information Technology domain
Higher education, preferably in the telecom area
Experience of people management (L1 or L3)
Experience of project management i
Ability to efficiently use available administrative, financial and human resources
LI-AV1

Customer Operations Manager, Stage Resume Examples & Samples

Initiate and drive improvement plans to correct operational or financial performance deviations towards a specific WLA or towards the global benchmark and targets
Manage the hand-over of resources, services and activities to the global or regional delivery unit to fulfill or expand the WLA scope, securing that the required capacity and support infrastructure is available
ITIL, PMP, technical certifications are added advantages
Industry experience: Candidate should have relevant experience of a minimum 5 years with managed services and operations in IT or Telecom domain
Excellent written and verbal communication skills; good team player; highly motivated self-starter; good relationship builder with strong diplomacy skills
Leadership skills: Cross Functions Management, Decision Making
Financial Analysis Skills
Experience of leadership
Experience of personnel management (direct or dotted line organizations)
Ability to arrange group work
Ability to establish cross-functional connections within a company
Good presentation skills
LI-CW1

The Mc Donald s Division Customer Operations Manager Resume Examples & Samples

Supports Region Directors across entire US McDonald’s business with escalated difficult and complex Operational issues requiring higher level knowledge and detailed investigation for issue resolution. Types of day to day expertise provided from this role ranges from quality dispensing, equipment recommendations, water quality, water treatment, analysis, research, reactive service, planned service (preventative maintenance programs), service provider selection, service issue resolution and service management
Account Management responsibilities include : Internal: Managing service network to deliver on McDonald’s Service Level Agreements, with specific emphasis on Hot Spot agents. External: Direct customer management of Operational issues and resolution at all levels of McDonald’s from a single restaurant to executive ranks with system wide implications
Ensure superior restaurant beverage quality and service through management of programs and execution such as reactive service, preventative maintenance and special projects

Customer Operations Manager Resume Examples & Samples

Management of all aspects across the customer delivery portfolio
Customer relationship management and stakeholder engagement
Complete management of deliverables towards the customer portfolio
Build upon and look for opportunities to develop on existing business
Key interface for operational issues with the customer
Responsible for establishing and maintaining effective governance with the customer in partnership with the Key Account Manager
Achieve delivery compliance across the projects
Working closely with internal stakeholders, including customer project managers and key account manager, with necessary contractual interactions and negotiations
Continuously seek financial and operational improvements for the delivery business unit
Tertiary qualification in a relevant field
Strong experience in portfolio/project delivery gained in project management, managed services or customer support
Previous leadership experience working in the telecommunications and/or ICT industry is essential
Proven experience in service delivery and/or operations management
Financial acumen and experience in previous roles
Negotiation, communication and issue resolution skill
Experience gained in coaching and mentoring a team of professionals
LI-HK1

Customer Operations Manager Stage Resume Examples & Samples

10 years of experience
Degree in Engineering preferred
English advanced and fluent

The Mcdonald s Division Customer Operations Manager Resume Examples & Samples

Leads the Subject Matter Expertise within a specific Operational area for the entire US. Defining specifications processes, negotiating with suppliers for terms of agreements and influencing both internally across a complex network of Bottler and Independent Service Providers as well as externally with the Customer and in their complex selling organization
Liaison between McDonald’s and all TCCC business support systems including service infrastructure, billing/invoicing, warranty, QMC program execution, and OEM’s
Actively pursue, sell and execute initiatives designed to drive volume and quality

Customer Operations Manager Zambia Resume Examples & Samples

Manage all aspects of the complete delivery portfolio
Solid background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities
Several years of experience from a leadership role, preferably from the area of Service Delivery and/or Operations
At least 5 to 8 years experience in a similar role
Successfully passed GIAP ESPM

Practice Customer Operations Manager Energy & Utilities Resume Examples & Samples

Manage all aspects of the complete delivery portfolio for Energy & Utilities Customers
Handle customer and stakeholder engagement for Energy & Utilities Customers
Develop the business for Energy & Utilities Customers
Strong focus on consultative approach
10+ years successful track record in CSI &/Or MS delivery in Utilities ideally in Smart Metering, Smart Grid and large scale communications roll-out
Other Languages Beneficial

Customer Operations Manager Resume Examples & Samples

Degree in Electronics Engineering/ Computer Science
Experience in Customer Relationship Handling
Good English level

Customer Operations Manager Resume Examples & Samples

Bachelor’s degree in Business Administration or equivalent
Good knowledge of MS Office (Word, Excel, PowerPoint, Access), internet, and email
Strong verbal and written communication skills along with presentation skills
Time management and analytical skills

Customer Operations Manager Resume Examples & Samples

Requires business understanding and specialized depth and/or breadth of expertise within own area. Expert on a limited number of products processes or services
Acts either as a broad generalist or deep expert, or is responsible for leading an area of expertise. Secures operational performance. Subject to a moderate level of control and review on non-routine assignments
Solves unique problems with broad impact on the business
Implements short- and mid-term strategies and provides input to functional strategy and/or develops strategy for project execution. Manages customer contacts on executive levels
May lead projects with notable risk and complexity
Extensive professional experience in roles which require qualified knowledge. Leadership experience, either as a functional or people manager
LI-FH1

Customer Operations Manager Resume Examples & Samples

Tertiary qualification in telecommunication, engineering, ICT or equivalent
Previous leadership experience working in the telecommunication industry is essential
Proven experience in Core and Cloudessential

Customer Operations Manager Resume Examples & Samples

Management and ownership of all aspects across the customer delivery portfolio
Engage and manage c-level relationships across the designated customer account
Achieve delivery excellence and compliance across all projects
Strong experience in portfolio/project delivery gained in project management
Proven experience in large scale services roll-out projects
Demonstrated experience managing difficult situations on large scale programs both internally and externally
Experience or exposure to business development responsibilities
Proven track record in joint continuous improvement
Strong people management experience leading large teams
Experience working and managing third party suppliers (ASP’s)

Customer Operations Manager Resume Examples & Samples

The Customer Operations Manager (COM) ensures that all contractual deliveries are fulfilled towards one customer account
The role is acting on behalf of Operations, typically for one or more customer accounts
The role shall ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule
Act as the functional escalation point for performance issues involving delivery organization
Understanding customer needs; translate them into delivery actions in order to ensure high customer satisfaction, cost under control, and employee’s motivation in place
Implementation of delivery strategies and directives, including resource management and a multi-customer delivery environment within the unit
Possibility to relocate
Deep understanding of the Telecommunication Industry's business
Consultative skills. Builds up a solid relationship with the customers. Is able to negotiate persuasively. Stimulates and motivates colleagues
Influencing skills. Asserts own ideas, alternatives and convinces others. Gains support and commitment from other team members. Works towards win/win solutions
Persuasion. Able to have the right arguments to convince others of standpoints with respect to certain plans, idea’s or services
Good understanding of financial & commercial aspects (have cost obsession skills) as well as the pillars in delivery: Processes/Procedures, People/Organization, Tools/Systems
Experience in forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes
Thought leadership and commercial understanding as needed to identify short and long term business priorities
Proven track record of successful delivery in a complex and challenging environment
The holder of the COM role is expected to have a background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities
The COM is also expected to have several years of experience from a leadership role, preferably from the area of Service Delivery and/or Operations
LI-SM1

Customer Operations Manager Resume Examples & Samples

Ongoing Customer Engagement
Provide tactical tools and solutions to customer base
Valves of Gold
Basic Equipment Packages
Operational Financial Management
Rolling Estimate
Net Equipment Service and Capital Management Routines
Contribute to development of PM2 packages (business review process)
Participates in the development of annual business for operational elements
Project planning and Management
Develop the project plan with timelines, forecasts, resource allocation plans and financial impact in order to convey the scope of the plan to The Coca-Cola Company
Communicate project plan to all stakeholders (e.g., vendors, agents, FOPM) in order to clearly define each role
Collaborative Working Relationships
PSA
Network
Response to Operations Requests within 36 hours
BS/BA (or equivalent)
Strategic Thinking - competent
Complex Problem Solving – competent

Customer Operations Manager Protected Categories Resume Examples & Samples

6 to 8 years experience predominantly within Operations/Supply Chain, but openness to Sales or Marketing experience as well
2-5 years of leadership experience
Relevant Customer Operations/Logistic experience, incl. customer management
Proven interest in having a broader perspective (e.g. international work and/or study experience)
Experience in another relevant area, e.g. Sales and a strong E2E perspective - EDI experience is a plus
Italian - fluent, English - fluent
University degree in economics / business administration or engineering
A proven track record of strong day-to-day delivery and driving change with customers and teams
Able to travel to customer and other LEGO group locations

Regional Customer Operations Manager Resume Examples & Samples

Management of the Customer Operations teams across a designated region
Achieve all Commit Compliance targets
Ensure all Equinix Global Processes and Procedures are deployed and maintained effectively
Accountable for implementation of working practices within H&S legislation and Quality policy
Deliver consistent Service Excellence across all IBX’s
Management of CAPEX and OPEX expenditure within agreed budgets
Participation in UK and EMEA Ops Management forums
Assisting all Equinix departments with Operational support and guidance
UK Leadership – participation in UK Leadership team meetings
Ensure Data Cabling infrastructure and appropriate stock levels are maintained to current and future agreed needs of the business
Attendance at customer service review meetings as required
Act as an escalation point for all Customer Operational issues
Previous Telco or ISP
ITIL Service Management Practices
Project Management

Customer Operations Manager Resume Examples & Samples

Operational responsibility/ accountability for ensuring customer outcomes are achieved and services value is recognized
Responsible for ensuring committed deliverables meet quality expectations
Where appropriate, identifies new Cisco Services expansion sales opportunities
Responsible for communicating new sales opportunities to the Customer Engagement Manager
Primary point-of-contact for the customer for communications and rapid and effective resolution of major escalations
Responsible for identifying and communicating changes to services offers to better align with customer requirements
Outline/scope potential new services offers and proposals that expand Cisco's ability to serve the customer
Provide executive communications and reviews (e.g., QGRs; JBRs) highlighting Cisco's value contributions
Support the planning activities for Services Engagement Managers and Solutions Integration Architects
Interlocks with CEMs on sales opportunities and market potential
Interlocks with Sales Support Resources on planning and operational performance (e.g., HTOMs; AS NOS; etc.)
Interlocks and engages with all appropriate Cisco resources (e.g., TAC; Bus; BEs; CAP; etc.) on critical escalations
Knowledge of Cisco Services Portfolio - Required
Tool and Process Knowledge - Required
Customer Operations Models (i.e. ITIL) - Required
Financial analysis and forecasting skills

Customer Operations Manager Resume Examples & Samples

Hire, manage, mentor, and coach individuals within assigned teams as well as make promotional recommendations
Ensure that human resources are correctly allocated within teams, ensuring that customer set up and installation take place as planned by business
Implement strategic plans and tactics that respond to changing business climate, including launch of new products and services or pursuing change management
Establish metrics to continuously improve each function within Customer Operations, track aggregate performance against metrics and waterfall performance objectives down to individuals
Implement systems and processes to qualitatively measure and improve quality of service
Resolve complaints and disputes with end-customer either by directly communicating with the customer or by working with the sales team

Customer Operations Manager Resume Examples & Samples

Enterprise and Channel Partner deal structuring
Cross- functional deal review coordination
Opportunity monitoring & control
Deal flow analysis
Proposal management
Tool/template management
Pricing and licensing
Sales negotiation support
Policy management
Content owner for sales enablement
Cross functional escalation
Serve as a trusted adviser to sales on pricing, product configuration, and business terms to support the sales effort
Ensure compliance with published sales and business approval policies
Be a sales advocate & partner to internal organizations to understand complex sales issues
Collaborate with impacted parties to identify acceptable options to facilitate deal closures
Work with teammates and management to identify process improvement and/or sales training opportunities. Develop & deliver sales enablement tools (e.g. Product & Pricing FAQ's, Sales Approval templates, etc.)
Work with corporate operations to develop best practices for fulfilling non-standard deals
Provide operational review of transactions requiring executive approval
Manage the opportunity booking review process
Screen, hire and train analysts to contribute to this multidisciplinary function
Accountable for team metrics including quote volume, proposal data, and approval turnaround
3+ years previous enterprise or security software industry, deal desk, Sales, Finance, Operations or pricing experience preferred
4 year degree in business, mathematics, or related field. Experience with software revenue recognition principles
Experience with security software solutions required
Experience with both perpetual and subscription license models required
Experience with both on-premise, and “cloud” (SaaS) products required
Past experience managing a team
Must have strong time management skills
Must be committed to acting with integrity at all times, and must have the ability to respectfully challenge decisions when they disagree, even when doing so is uncomfortable
Strong communication and interpersonal skills; serve as the escalation point from sales to Legal, Finance, Product Management, ITS, and Development and monitor the use of these limited resources
Intermediate MS Excel skills required (macros and pivot tables preferred)
Strong SFDC skills required (dashboard creation, basic admin tasks, etc)
Standout Compensation and Benefits

Customer Operations Manager Resume Examples & Samples

Represent the customer service and telesales journey to internal and external stakeholders
Manage Customer Service and Telesales Operations for Partnerships
Leverage relationships with Partners to optimize telesales while driving cost reduction
Implement and manage skill based routing by partner, agent, customer segment, and product
Work with internal and external teams to escalate and resolve issues faced by customers and agents
Provide agent and process feedback from call listening sessions
Suggest and champion data driven operational and technology improvements to improve customer experience for Partnership programs
Bachelor’s Degree, MBA preferred
Prior experience in an operational role (call center preferred, not required)

Customer Operations Manager Resume Examples & Samples

Tertiary qualification in Computer Science, Computer Applications, Telecommunication, Information Systems or equivalent
Background in ICT portfolio management (System integration, Applications, Cloud and IT Infrastructure)
Previous leadership experience working in the Information Technology and telecommunication industry is essential
Experience gained in coaching and mentoring a team of professionals is preferred
Good command of English and Japanese

Customer Operations Manager Resume Examples & Samples

Position Qualifications: [CCM plus local input]
LI-CA2
Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics

Customer Operations Manager Resume Examples & Samples

Implement and understand Retail Operations and execution plans for Strategic Customer teams. Work with internal stakeholders to chronologically prioritize and complete activities to optimize results
Work with Team Leader Retail Operations and Retail Execution Managers to execute defined Retail strategies for Strategic Customer Team. Identify objectives and track progress with performance metrics
Manage Retail Broker Budget for Strategic Customer Team. Conduct monthly reviews of documentation from broker partner to validate performance
Conduct formal quarterly reviews with appropriate Broker Partner to assess performance with objectives
Advise Director Customer Development and Customer Business Team on status initiatives, competitive intelligence and relevant market/customer insights
Identify and share Retail Operations best practices within Strategic Grocery Team and across Customer Development Team
Manage innovative leadership, facilitate and support integration of expertise into business planning and decision-making processes. Be an inspiring leader and build Talent, providing motivation to team members to become an "indispensable resource" to customers
Precisely communicate in prompt timely manner with various levels of workers
Coordinate and implement cross-functional initiatives supporting retail in areas of Supply Chain, Finance, Customer Marketing and Shopper Insights support teams
Assist in managing development of tactical business plans to deliver market budgets and business initiatives

Customer Operations Manager Resume Examples & Samples

Core Competencies
Leadership Competence
Financial Acumen and Analysis
Customer Relationship Handling
Negotiation and argumentation
Project & Program Management
Coaching & Mentoring

Customer Operations Manager Resume Examples & Samples

Ensure Management of all aspects across the customer delivery portfolio
Ensure that all contractual deliveries are fulfilled towards the customer as per the original business case
Hold accountability for end to end operational performance towards the account according to agreed targets
Ensure efficient service delivery
Support service sales directly and indirectly
Secure Customer relationship management and stakeholder engagement
Have responsibility for establishing and maintaining effective governance with the customer in partnership with the Key Account Manager
Be the Key interface for operational issues with the customer
Work closely with internal stakeholders, including customer project managers and key account manager, with necessary contractual interactions and negotiations
Background in ICT portfolio management (Network Applications, Cloud Infrastructure and OSS/BSS)

Global Service Provider Customer Operations Manager Resume Examples & Samples

Financial Acumen - Understand customer and Cisco finance and P&L process and standards
Demonstrated experience in direct customer facing engagements positioning the value realized in Cisco Services adoption and utilization
Requires proven ability to manage and influence in a large matrix environment
This role is based in Mexico City, Mexico with the expectation to be on the customer site 5 days per week. The candidate must be fluent in Spanish and English with verbal and written communications

Global Service Provider Customer Operations Manager Resume Examples & Samples

10+ years of networking / telecom industry experience
3+ years of applied network operations experience
3+ years of working with Cisco products and technologies
Previous experience in demonstrating leadership skills and ability to work in an environment of high autonomy
Previous exp with working in highly cross functional and highly collaborative environment
Previous experience communicating complex ideas in a simple way and a proven track record with senior management communications

Utilities Customer Operations Manager Resume Examples & Samples

Customer Strategy and Customer Experience: Segmentation, customer strategy and proposition development, channel strategy, customer journey improvement
Customer Data Analytics
Customer Operations Transformation: Operational effectiveness, contact centre improvement / transformation, digital channel management, people and operating model change, analytics driven insight development, process improvement
Knowledge of emerging digital technologies and their impact on service and sales strategies
Lean SixSigma skills
Initiative identification, technology roadmap development, product selection, Data, Analytics, Channel Management, CRM and other systems delivery
Experience of delivering improvements to Customer Services organisations (e.g. Improved Customer satisfaction, reduced cost to serve, increased market share, reduction in customer churn, increase in sales)
You will have a good understanding of the Utilities market and how the various market participants interact through the industry
Significant expertise in one or more aspects of the Customer domain (as listed above) and the ability to credibly advise clients and lead projects in that area
Understand best practices of key customer KPIs for service and sales function of an organisation
Understand levers of high performing customer service organisations and set up a process of monitoring and tracking benefits
Translate customer insights into tangible actions aligned to specific business issues
Experience of leading teams through challenging projects
Insight into Utility Retail customer operations and Utility Retail customer propositions
Deep analytical capability
Structured and innovative problem-solving
Relationship management skills
Business development skills

Customer Operations Manager Resume Examples & Samples

Demonstrated results orientation with the ability to 'get things done'
Solid judgment and decision-making skills with the ability to think outside the box and make difficult decisions when required
Strong relationship building skills and collaborative work style, with the ability to work in partnership with various stakeholders across all levels of the organization
Strong written and verbal communication skills and the ability to effectively lead by influence a diverse employee group
Strong level of comfort around managing people including the ability to effectively coach and develop employees
Strong level of flexibility and comfort working within a constantly changing environment, with the ability to act as a change agent and champion corporate direction
Proven ability to work within a fast-paced environment, prioritizing and juggling multiple competing demands to effectively meet delivery needs
Experience in Team management and providing guidance
Strong hold of Customer management and process compliance
Know-how of RK products i.e. TCB and / or Unified: deployment, operations and support
Strong knowledge of Telco IT Billing and rating processes
Strong domain experience in BSS/OSS (7+ years)
Total of 8-12 years of work experience with technology products and services
Knowledge of telecom technologies and associated architectures and protocols including IMS, GSM, CDMA, Intelligent Networks (IN, CAMEL, WIN), SS7/DIAMETER/SIP
Knowledge of telecom and internet standards including 3GPP, 3GPP2, IETF, eTOM, and OMA
Proficient in UNIX (Solaris/Linux) and SQL (MS SQL/Oracle)
University degree in B.Sc. Electrical/Computer Engineering or Computing Science or equivalent

Customer Operations Manager Resume Examples & Samples

Drive services success to achieve business goals and maximize opportunities
Create, maintain and communicate a customized support plan to meet the customer’s evolving needs
Act as a proactive change agent driving continuous improvement at CISCO, the customer, and the partner
In cooperation with the customer, define a joint strategy to drive efficiencies in network related activities and regularly measure against these objectives
Build a "Trusted advisor‟ relationship between the Customer and Cisco and act as an advocate on behalf of the Customer
Leverage customer relationship in supporting Sales in renewals success, ensure optimal service penetration and identify up sell opportunities
Proven experience in communications planning and execution within consulting/technology sector
Experience in delivering services into customers and identifying opportunities
Expert user of Power point and Jive to develop communications
Solid high level internetworking technical knowledge
Ideally ITIL trained

Customer Operations Manager Resume Examples & Samples

Lead and develop a world-class Customer Service, Technical Support and Customer Training teams and be accountable for team performance, including meeting customer service level commitments
Provide Applications Engineering Sales support
Responsible for the Sales Order processing business process
Drive operational excellence standards, and employing technology and web-based customer interfaces that improve the customer experience and internal efficiency
Responsible for entire systems, projects, programs or operational unit across or within functional areas
Will have other managers and/or senior individual contributors reporting in
Define, create and deliver data analytics that will provide valuable analysis to inform internal decision making
Conduct department meetings and skip level meetings, working on, root cause analysis to identify and resolve breakdowns in policies, procedures and processes impacting and/or compromising world-class customer service
Deploy the UTC operating system tool and methodology, known as Achieving Competitive Excellence (ACE), to drive operational efficiency and standardization across the department
Lead and communicate to direct reports and the department as a whole to drive employee engagement as part of team’s normal operating rhythms
Conduct periodic coaching (in accordance with established standards) and complete and review annual performance evaluations for all team members
Be responsible to manage department staffing and budget within defined guidelines, including business/operational results
Deep understanding of call center and customer relationship systems technology and ability to evaluate and implement systems to improve both efficiencies and customer intimacy
Able to effectively communicate in writing and verbally with solid negotiation skills
Self-starter highly motivated, metrics, results-oriented and customer-focused
Strong data analysis ability and problem solving skills
Demonstrated ability to drive continuous improvement
Ability to clearly define strategic plan and goals

Customer Operations Manager Resume Examples & Samples

Responsible and accountable for on time delivery of customer shipments; including co-ordination through the factory and with 3rd party logistics providers
Responsible for all phases of customer orders including: order entry, date management, quantity changes, product changes and all order confirmations
Attend and or lead scheduled meetings with Planning, Purchasing, Production and Shipping to ensure customer orders are planned, executed and shipped on time
Oversee all standard customer communication including auto generated order confirmations, invoices, packing slips, manual invoices and any interaction with customer portals
Approve out bound freight cost and track spending
Provide support to sales function by maintaining customer spec sheets, as well as overseeing & enrolling new accounts, gathering forecast information
Manage all major reschedules by allocating available supply to priority orders and tracking the progress to ensure customer impact is minimized
Interface weekly with customer and Accounting to determine financial status of customer account as well as any returns or warranty claims
Provide guidance to the Customer Operations Specialists in their daily tasks
BA/BS degree desired or equivalent work experience
5-10 years’ experience managing or supervising a Sales or Customer Service Team in a manufacturing environment
Experience with Oracle required
Proven track record of implementing new processes and procedures resulting in improved customer satisfaction and/or cost reductions
Strong interpersonal skills, excellent written and verbal communication skills
Must have excellent knowledge of Excel, Word and Outlook and use of MRP and or ERP systems

Senior Customer Operations Manager Resume Examples & Samples

Lead the outsource service operations for NOW TV across all sites & locations to ensure that they have the right tools, capability & resources to handle inbound service contact across TV & Broadband
Engage with the wider Customer Contact strategy to ensure that the teams are able to effectively plan for current and future challenges
Support the Planning & Forecasting teams with insight and feedback that will enable us to better forecast, manage shift planning and handle real time issues
Develop a plan to continually optimise First Time Resolution & Customer Satisfaction through empowerment and the appropriate use of escalations & shared service support
Drive customer escalations & complex queries to successful conclusions through empowered teams and individuals and ensure that the feedback reaches all appropriate areas of NOW TV
Own the quality & compliance framework across Sales, Service & Retention operations to drive advisor development, customer advocacy and net customer growth
Engage with the L&D team to ensure that we are recruiting, inducting and developing our people in a sustainable & scalable manner, that delivers a branded experience, reflects the NOW TV values and minimises attrition
Continually review the way we are organised and drive improvements that will enable the team to be more responsive and agile around the needs of our customers
Represent the wider Customer Contact team in projects & initiatives that will have an impact on customers
Experience in leading and managing people within a customer facing function
Ability to lead and inspire operational staff at all levels to engage them & lead them effectively
Aware of different approaches to people management how to drive the right behaviours for the organisation
Clear understanding of communicating to different cultures
Knowledge of different communication channels (in particular Social media) and the principles in each to drive customer satisfaction
Experience of working with & effectively influencing outsourced partners
Ability to drive a coaching & mentoring approach to deliver effective development sessions to the customer facing advisors both in house & outsourced
Drive accountability in an engaging way that will enable all members of the NOW TV Operations team to utilise the right advisors for feedback
Managing conflicting priorities and getting the best result for the end customer
A passion for great customer experiences and a real focus on delivering great outcomes for their people
LI-CC1

Customer Operations Manager Resume Examples & Samples

College degree preferred or equivalent experience
Minimum of six years of supervisory / management experience with a minimum four years’ experience in customer oriented/service environment
Customer focused – service oriented attitude
Demonstrated ability to lead, coach and develop effective teams
Ability to define and prioritize objectives and effectively set goals to drive achievement
Thorough knowledge of call center operations
Strong analytical and problem solving skills utilizing sound judgment to make decisions
Results oriented with ability to manage change while creating a positive environment
Strong management, technical and analytical skills with solution driven results that enable optimal performance of individuals and the team
Flexibility and ability to work across Customer Operations in multiple team capacities
Ability to handle multiple, competing priorities and deliver results in a fast-paced environment
Excellent communication skills and ability to accommodate flexible work hours/schedule
Knowledge of automotive industry is preferred
Knowledge of SQL, UNIX, and Customer Relationship Management (CRM) systems preferred
Strong computer skills and proficiency in MS Outlook, Word, Excel, Adobe, Visio and the Internet

Customer Operations Manager Resume Examples & Samples

Provide support through the lifecycle of our clients by identifying at risk processes, driving process consistency and championing scalability for the service delivery organization
Assist with new client implementations as needed to support Global Customer Operations (GCO) initiatives, diagnose complex service needs of new clients and promote process standardization pre and post launch
Analyze and diagnose performance issues at the account and/or the customer call center line-of business (LOB) for all GCO metrics
Proactively monitor service delivery quality and provide information and solutions to account management teams and GCO leadership to maintain client health
Set and manage clear expectations for GCO outcomes with stakeholders. This will include customer facing interactions (with both internal and external parties), use of effective communication, project management and B2B customer lifecycle knowledge
Build and maintain relationships with account management teams, call center teams, and internal teams in order to collaborate, influence, and effectively drive improvement performance initiatives
Write, edit and deliver specialized account processes to frontline service delivery teams and individual travel consultants in a virtual or contact center setting. Contribute to travel consultant knowledgebase articles in partnership with the Global Training team
Manage customer retention process to minimize churn and enhance revenue opportunities in support of business growth and profitability
Interface with internal/external customers, clients and present Egencia products and services with professional demeanor
Project manage customer service initiatives finding new ways to improve process, improve efficiencies, and opportunities to improve the customer experience for our clients. Delegation of tasks and consensus building for ideas needed
Partner with the Onboarding team to reduce the risk of account re-configurations post launch. Assist with some new account implementations, providing back as needed
3+ years prior experience managing a Service Partner or Supplier, Relationship Manager (or related preferred)
5+ years Customer Service experience with focus in leadership, process improvement etc
5+ years MS office suite (including college training): formal pr\esentation, data analysis, reports, etc
Excellent communication skills – written and oral
Able to perform data analysis, diagnose issues with data and comfortable with root cause analysis
Project management skills and abilities
Change management – ability to influence others through change (at times our clients)
Prior mentoring/team leader experience – you may be asked to lead our specialists
Ability to work some non-standard and/or flexible hours
Proven ability to improve metric results (++ in a virtual environment)
Ability to build and leverage strong partnerships to solve problems
Time management skills, ability to effectively handle multiple competing priorities
10-15% travel may be required

Customer Operations Manager Stage Resume Examples & Samples

Manage all aspects of the complete delivery portfolio in an account towards various programs and projects
Handle customer and stakeholder engagements
Develop the business by participating as a Core 3 or engaging ACRs and CSRs for various opportunities
Strategic and tactical resource planning as well as organizational alignment across global and local delivery organization
Responsible for the delivery of services (scope, cost, quality, time, and customer satisfaction) within CU from sales to delivery phase. Leading project and program activities in the analysis, planning, establishment (execution), realization (execution), handover (execution) and conclusion phases
Drive knowledge sharing and best practice documentation across global and local organizations
Evaluate and manage third party relationships to ensure that margin levels are met and that the business case is being realized
Develop relationships with senior internal stakeholders and at customers
Perform work on customer site and engage with customer teams at all levels
Work in team settings with competitors and customers
Ability to travel more than 50% as required
Bachelor’s degree, preferably in a science, business, or telecommunications discipline
MBA, preferred
2 years Ericsson experience
Working knowledge of telecom and IP products
In depth knowledge of the telecom industry, including a thorough understanding of economic/ commercial/political issues affecting the industry
Strong financial knowledge/training
Local and Global Supply and Logistics knowledge and experience
Proven ability to drive team engagements in a tough and time sensitive environment
Current PMP certification or is actively pursuing professional project management certification (PMP), recommended to be complete within 1 year

Senior Customer Operations Manager Resume Examples & Samples

Responsible for the leadership of the Operations team/function within the Local Heroes business
Deliver operational performance metrics including but not limited to – Customer NPS, Trader NPS, complaints per thousand, response SLAs, unmatched jobs
Responsible for health and safety processes and performance within the framework agreed and set with H&S and UK Field Operations
Manage the office infrastructure for the team – engaging with facilities to ensure that the environment is suitable for the operation and meets the needs of the team
Work with the Trader Recruitment and Retention Manager to ensure that the service is delivered within SLAs and to the right standard and provides this team with feedback to ensure traders can be managed effectively
Work with the Trader Operations Manager to ensure vetting for traders is completed and ongoing performance about Trader performance is fed in to them to allow appropriate management and to ensure standards are kept high
Responsible for complaint handling, alignment to UK Customer Operations processes and for arbitration with traders/Heroes as required to deliver a great service. Works with Trader Operations to resolve issues
Work cross-functionally to minimise the numbers of contacts and admin burden required to be handled by the operations team to create a very lean business model to support the traditionally lower margins in the On Demand market
Define and roll out the strategy for 24/7 operation, thinks ahead and arranges appropriate cover for out of hours periods and bank holidays
Run the operational trader payment process, ensuring that trader payments are made on time, within controls agreed with finance and remittances are sent to the right teams at the right team. Lead the administration of queries to resolve them as quickly as possible
Work with the Trader Recruitment and Retention Manager to ensure that we have the right mix of support team in the right areas to support business processes
Responsible for defining the future strategy for Local Heroes operations in the long term

Customer Operations Manager Resume Examples & Samples

Responsible for the daily delivery of operational KPIs within the Local Heroes operation to hit the roll out targets identified
Supervise and manage the output of the operations support team, work with traders and customers to resolve issues promptly
Handle complaints and incidents and arbitrate between customers and traders as required using the support team
Deputise for the Operations Manager in running the operations team on a daily basis
Ensure team members operate within the blueprints agreed with UK Field and UK Customer Operations
Assist with managing the office infrastructure for the team – engaging with facilities to ensure that the environment is suitable for the operation and meets the needs of the team
Work cross functionally to ensure the service is delivered within SLAs and to the right standard and provides this team with feedback to ensure traders can be managed effectively
Provide Trader Operations with feedback on the quality of Trader service to enable improvements to be made to the service
Provide feedback to drive the Local Heroes strategy
Ensure the team is setup to deliver for customers 24/7
Support the team with the operational trader payment process, ensuring that trader payments are made on time, within controls agreed with finance and remittances are sent to the right teams at the right team

Customer Operations Manager OPS Resume Examples & Samples

Partner Change Management
Develop deep understanding of partner-specific processes, tools and systems, with specific focus on their launch processes and lead times
Work internally with Launch & Capability Managers and Corporate points of contact to understand and relay Microsoft roadmap items to partners
Work hands-on with partners to land changes in a timely and efficient manner
Orchestrate co-design opportunities to build partner feedback into future capability improvements
Advise partners at various cloud maturity levels: start, grow, optimize
Understand partners’ businesses and businesses models, industry and verticals
Work closely with the Field (Partner Technical Strategists, PSEs and segment leads) to support and accelerate partner transformation to the cloud
Optimize Partner Operations
Use deep knowledge of partner operational processes, tools and systems, along with predictive analytics to optimize partners’ operations for modern programs
Collaborate with Field teams to accelerate partner transformation, share operational insight and move partners to along cloud maturity curve
Collaborate across multiple internal teams to drive new/improved operational capabilities that make it easier to do business with Microsoft
Bachelor’s degree or equivalent work experience
MBA is a plus

Customer Operations Manager Resume Examples & Samples

Primary point of contact within a region for execution of service relationship with Lexmark responsible for the Customer Satisfaction of the client for the provision of hardware, supplies and services
Coordinates and holds regular communication with customer regarding the status of service delivery and/or projects
Manages a diverse, cross-functional team comprised of Lexmark employees and external partners. Responsible to maximize team results and advance the interest of the company
Work in partnership with Customer, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problems
Fiduciary responsibility for ongoing operations including cost management, accounts receivable and gross margin; develop, implement and monitor expense control
Responsible for the successful services delivery in such a manner that Lexmark experiences 100% customer retention
Identifies emerging or new business opportunities within the existing contract scope and collaborates with Customer on development. Also, seeks opportunities to collaborate with Customer on developing new business opportunities outside existing contract scope
Identifies and provides recommendations for process and productivity improvements and cost reductions for both the Customer and Lexmark
Promote the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third party organizations

Customer Operations Manager Resume Examples & Samples

Provide day-to-day leadership, coaching and guidance to a team of customer service & technical service representatives to achieve stated goals and metrics
Partner with Business Units to capture customer requirements and develop multi-year roadmap
Ensure team members are effectively trained on new products, customers & programs in order to deliver superior customer excellence
Create and execute against a 3-5-year strategic plan to ensure superior Customer Excellence remains the centerpiece of the Apex Product Group while upholding each Brand’s promise
Partner with Supply Chain, Engineering, and Product Development to deliver Brand excellence and drive improvements in service, cost reduction and revenue growth
Work with other key members to identify and implement key strategic go-to-market initiatives
Achieve department metrics related to same day order entry, order accuracy and first call resolution; implementing corrective actions as necessary
Partner with Supply Chain to determine service parts strategy for products and working with supplier to kit accordingly
Individually responsible to achieve sales goals for a group of customers by offering superior inside sales support
Administer sales programs, pricing and freight charges while also providing daily support to sales team
Manage EDI order placement for customers with full documentation and accuracy
User stakeholder in implementation and further enhancement experience of current systems
Resolve inquiries arising from the customer issue escalation process; Back-up support during times of peak volume
Responsible for customer scorecard metrics and leading improvement throughout the team
Utilize Lean to implement process changes to improve the overall effectiveness of the Customer Excellence team
Provide ad hoc sales analysis support to sales team and category leadership
Bachelor’s degree and 4+ years’ experience in customer service field
Effective negotiation, interpersonal communication, autonomy, decision making and problem solving skills
Proven leadership and coaching skills
Overall strong business understanding including supply chain, product development, engineering, sales, customer service
Organizational management of a team including hiring, termination and annual performance reviews
Extensive knowledge of Excel and PowerPoint is required. Experience with Crystal/Sage is preferred
Highly organized and effective in managing larger key accounts, E-Com accounts and OEM's
Ability to professionally represent Aftermarket Brands with key retail account and large OEM accounts
Knowledge of powersports products and relationship building with retail customers is a plus

Customer Operations Manager Resume Examples & Samples

Drive customer satisfaction through the ownership of daily execution for designated branches, including customer service, order delivery, and warehousing
Own execution and adherence to standards for all branch processes related to customer service, order delivery, and warehousing
Uphold frontline employee safety through the regulation of safety policy compliance, behaviors, and the identification and execution of safety improvement opportunities
Carry out facilities management-related tasks for the branches including, but not limited to the administration of facility utilities and services, negotiation of service contracts and management of all facility maintenance requests and upgrades
Oversee execution of all warehousing and logistics-related activities needed to ensure that all ReadyRefresh vehicles have the product needed to service customers on a daily basis
Own escalation of customer service complaints to relevant support teams, and oversee rectification of shortcomings
Supervise frontline leaders (Unit Leaders and Warehouse Managers), including assigning teams and responsibilities, and managing escalations
Foster sense of accountability and teamwork among entire population of branch resources, including both direct reports (ULs and WMs) and their teams
Manage both the professional and personal development of direct reports through frequent coaching and development of performance objectives and personal growth and development goals
Liaise with COM peers and superiors to share best practices and leverage knowledge to help define future strategies and processes for ReadyRefresh Operations function
Serve as ambassador for ReadyRefresh brand in the marketplace by ensuring all branch personal maintain high standards of service and professionalism when interacting with customer
Budget awareness, operate within budgetary constraints/guidelines
8+ years in Customer Service, Operations, or Logistics roles
Experience successfully managing large teams (e.g. 20+ people) of service, operations, or logistics employees required
Bachelor's Degree strongly preferred
Understands supply chain functions, including operations, routing, distribution, warehousing, and logistics
Has demonstrated success in a number of diverse customer service and operations roles
Extensive experience managing operational delivery processes
Prior experience managing a facility / branch preferred
Ability to weigh tradeoffs to arrive at a solution that is acceptable for both the customer & NWNA
Experience providing a high level of customer service
Excellent written, verbal communication, and interpersonal skills
Experience managing and anticipating change and challenges
Proven leader with experience managing and motivating multiple individuals concurrently

Customer Operations Manager Resume Examples & Samples

Work with commercial teams (all therapeutical areas) patient journey mappings and develop a multichannel mix strategy to be implemented for each brand. Analyse and follow up implementation through KPI’s in order to optimize implementation and targeting
Work closely with IT team to identify no channels and tools to optimize patient engagement in particular for digital approaches
CRM usage optimization
Support commercial teams to drive strategic operational decisions based on CRM KPI’s by using CLM
Develop, implement and train teams on Dashboards in QlikView
Management of Events Team to monitor and optimize customer interactions ensuring operational excellence
Coordinate Transparency and implement of an EMEA project
Business Analysis Skills
Digital Marketing
CRM
Process Improvement
Teamwork and ability to lead cross-functional teams
Problem Solving
Good interpersonal skills to build trust

Customer Operations Manager Resume Examples & Samples

Update agent knowledge base articles as new partnerships and changes to policy are launched
Represent the offline customer journey to clients and partners
Run call center operations for partnerships
Work with multiple teams to raise and resolve issues faced by customers and agents
Modify and approve telesales & service staffing forecast
Serve as first point of contact for internal team critical issues
Minimum five years of related experience (project management and account management preferred)

Customer Operations Manager Resume Examples & Samples

A minimum of 6 years of demonstrated work experience in an operations environment involving software licensing, account management, technical consulting or customer support
Demonstrated process/system background and proven capability to rapidly understand, use and drive improvements in new processes/systems
Business level competency in Portuguese
Business level competency in Spanish
Demonstrated ability to innovate within a business stream and define processes
Demonstrated excellence in managing business relationships throughout an account including at the executive level
Demonstrated excellence in thought leadership; ability to influence without authority
Solid understanding of licensing channels
Demonstrated expertise in Account Management and/or Consulting

Customer Operations Manager Resume Examples & Samples

Establish structure and drive systems improvements to efficiently engage and communicate within the partner ecosystem
Support Complex Cases – Create and maintain a system to operate level 3 case resolution in a speedy and quality manner solving the top 5% most complex cases to conclusion
Execute one to many partner relationship: Review, enhance and deliver the right content, at the right time, leveraging different venues to accelerate partner readiness to transact
Voice of the Partner & Field: Ensure partner experience are captured and effectively represent the voice of the customer across multiple departments within Microsoft

Customer Operations Manager Resume Examples & Samples

Act as the primary interface with the Global Business Services (GBS), sitting on the governance committee, to establish and review service levels, ensure business is being serviced effectively, and drive improvements for the business. May utilize outcomes from Customer Experience activities to drive improvements into GBS. Strive to provide best in class customer experience
Lead delivery performance reporting (IFOT) against established service level agreements. Hold supply chain accountable for improvements
Own the Sales policy document
Work with various channels to understand specific needs of sales and customers in driving improvements to processes, interfaces, and policies including influencing support from other functions
This role takes a leadership role representing Operations in business continuity planning, product recalls, product allocations, and all other disruptions to order fulfillment
Report all actual, potential or suspected product quality, product safety or product compliance incidents
Drive efficiencies and understanding of the overall lubricants business to gain knowledge of differences/similarities as to customers, channels, and sales nuances
Insure alignment and transparency, and facilitate communication between Supply Chain, Global Business Service Center (GBS), and Sales to ensure best in class customer experience
Hold others (functions) accountable for providing quality customer service while balancing cost to serve
Advocate for and be the voice of the customer in the identification and prioritization of capability gaps in the US business based on direct and indirect interactions with customers as a result of organized customer calls
Influence as well as challenge across all levels and channels of the organization in support of the customer. Be the voice of the customer
Minimum 5 years of experience in customer service, supply chain, marketing or sales
Minimum 5 years management experience leading a team
Advanced knowledge of the sales order process, as well as a thorough understanding of Supply Chain/Logistics and Operations
Demonstrated ability to work across various departments, building relationships and influencing as needed
Project management training and experience required

Customer Operations Manager Resume Examples & Samples

Maintain an understanding of product and industry knowledge to be able to speak with customers/clients
Project Management for solution implementation and delivery in analytics
Define and maintain processes to ensure operations and governance documentation, reports and plans are relevant, accurate and complete
Track and report on project performance, follow-up on action items to closure with internal team and client SPOCs
Create and maintain key MIS reports to be shared with clients and internal stakeholders
Streamline governance processes
Managing ticketing system and ensuring timely and professional responses to all requests and queries received by customers/clients
Ensure all communication relevant to project information is done effectively and accurately to client and project team
Keep the solution lead/project lead and others informed about project status and issues that may impact client relations
Highly self-motivated, willing to learn and quick adaptation to new processes within less time frame
1-4 years of relevant experience in Project Management Operations
Hands-on experience in handling clients in India and globally
Significant exposure to project and program management methodologies, processes and procedures
Ability to develop effective working relationships with people across all levels
Demonstrated leadership ability with excellent problem-solving skills and ability to think outside the box
Detail oriented and well-organised individual

Customer Operations Manager Resume Examples & Samples

Lead the (virtual) delivery resources for his/her domain
Manage the delivery to agreed metrics (e.g. Customer Sat, profitability)
Influence and impact: in this role, the COM will engage the customers, the different partners and Cisco internal teams. The COM must be able to assess and communicate the impact of certain scenarios to each different party and influence their decision making toward the end goal. He/she must earn the trust of these parties at various levels and involve all team members in goal setting, planning, and process improvements
Execution: the COM role requires the delivery of exceptional results by focusing the efforts and enabling the team to succeed. He/she will set clear goals and build the capabilities needed to achieve those goals
Innovation: He/she must demonstrate innovative and new approaches to deliver on the services to develop business. In that perspective, the SSM must understand all Cisco offers and procedures, as well as, a Customer’s structures and challenges
Coaching Skills: the Customer Operation Manager should be able to build other team members’ capabilities. He/she should be perceived as the right sounding board for the customers but also for Cisco Team Members, recognized for his/her competencies and therefore be a trusted partner. He/she must think to develop his/her own and others’ skills
Industry Knowledge: Solid understanding of customer’s needs and future direction (business, technology & services)
Proven combination of industry, consulting, & technology experience
Ability to formulate and deliver highly complex presentations
Strong relationship building skills
Further education highly desirable

Customer Operations Manager Resume Examples & Samples

Enthusiasm for operations and process improvement
An orientation towards partnership and relationship building
Ability to lead and participate in cross functional teams
Strong analytical skill, proficiency in excel
Ability to make recommendations after analysis/research
Keen task prioritization and follow-up skills
3-5 years working in or on project teams in an IT or Operations Environment

Customer Operations Manager Resume Examples & Samples

An excellent people leader – demonstrable experience in managing a large team in a dynamic and fast-paced environment
Strong stakeholder management and presentation/communication skills
Analytical problem-solving skills
Claims technical knowledge is desired although not essential

Customer Operations Manager Resume Examples & Samples

Develop business relationship at all levels with external customer
Represent Company in scheduled customer facing meetings to discuss performance, opportunities and strategy
Serve as customer operational escalation as needed
Liaise with regional counterparts to develop and coordinate cross-regional development and initiatives to deliver streamlined solutions
Provide focus and support to the OEC team as well as to the field operations management team to drive operational effectiveness
Provide DGF stations support with visibility to better manage the flow of goods, materials and data between multiple origins and destinations to drive operational inefficiencies through tactical execution aligned with product best practice
Drive tactical and operational performance against agreed customer SOW including root cause analysis and corrective action within region
Bridge and foster relationship between product and stations
Provide strategic and tactical DGF supply chain development for all DGF products (Air, Ocean, Domestic and Brokerage) at a country / regional level, to compliment country / regional / global strategy
Engage country / regional product operations management team for support to drive operational effectiveness and enhancement of network cooperation
Provide regional / global product teams with visibility of any special projects and any operational issues that may impact customer performance
Work closely with global / regional AFR / OFR management team to ensure harmonized product roll-out and end-to-end solution delivery (origin & destination)
Work closely with global / regional AFR / OFR management team to ensure proper supply/demand planning for seasonal business peaks
Drive collaboration with Customer Solutions and Innovations and other DPDHL business units and external partners to craft solutions to meet customers changing needs and expectations
Support commercial team with strategic projects
High knowledge of logistics business, including customs requirements
Good understanding of global Air and Ocean Freight markets
Good analytical skills
High proficiency in English (written and spoken)
Excellent negotiation skills and persuasiveness
Excellent interpersonal and customer service skills, ability to establish and maintain strong relationships
Highly organized, results driven and detail oriented
Strong analytical and data analysis skills
Proficient computer skills: MS Office (Excel, Word, PowerPoint) and other IT applications
BA or BS Degree – Business administration, computer science, industrial engineering or related field preferred
5 – 7 years related experience preferred

Ciot Customer Operations Manager Resume Examples & Samples

Work closely with the 2nd line support manager to ensure relationship with 3rd party suppliers and outsource partners and built, managed and maintained
Maintain administrative tasks and procedures, conduct regular service review meetings
Implement effective operating models by process review, change and documentation
Identify service affecting issues and implement corrective activities to drive continual service improvement (CSIP)
Build and maintain relationships with the Operational, Engineering, Service Design, Problem, Incident, Change, Service Management and Account Management functions to evolve accounts with the aim of providing better service performance to the customer
Must be a results-driven leader; motivate top performing teams to deliver on all targets and goals
Have experience with a wide range of business functions, including tactical and strategic planning
Be able to deliver technical products and services in high-pressure, customer-focused environments
Demonstrate a high focus and results driven attitude in supporting complex operations in a high pressured environment or with a tight deadline
Identify goals and priorities and be able to resolve issues while in their initial stages
Develop and implement influential and impactful communication strategies and tactical plans along with outstanding ability to communicate effectively

Customer Operations Manager Resume Examples & Samples

Train & Coach Customer Operation Representatives Champion, influences and implements strategic business initiatives, such as Total Margin Management (TMM), Growth, Best Talent and Customer Loyalty Drives customer service metrics at their local level Identify, implement and leverages process improvements for both internal team and customers Facilitates escalated customer issues & bring forward process improvement opportunities Execute and support corporate wide policies, procedures, and programs to best serve our customers
Proactively create successful team environment by building rapport, maintain open communication and work with internal & external customers and team members
Delegation and oversight of daily operations tasks to within customer service department Utilizes appropriate resources to support quality assurance for product recalls and Sarbanes-Oxley (SOX) Aligns talent acquisition for succession planning
Works to retain and develop a diversified workforce to support business needs Work cross functionally to solve business gaps and successfully represent the needs of Customer Service
4 year college degree in Agriculture, Business, Communication or other related field
5+ years’ experience in related field
Advanced in Microsoft Office Suite skills (Excel, Outlook, Word, PowerPoint)
5-7 years Leadership / Supervisory experience

Customer Operations Manager Resume Examples & Samples

Bachelor’s degree (preferably in Business) or equivalent work experience
Three plus years of progressively more responsible experience in management, preferably with expertise in workflow management and mail services
Mortgage servicing or hazard insurance processing is desirable
Experience in managing large numbers of associates
An understanding of human resource policies and procedures
Working knowledge of legacy servicing systems such as Alltel or MortgageServ and client specific policies and procedures
General knowledge of mortgage servicing and regulatory and compliance procedures
Overall business and financial knowledge as it relates to budgeting and operating a remote service center

Psegli Customer Operations Manager Resume Examples & Samples

Position manages customer facing bargaining unit and management personnel across Long Island to achieve target performance metrics associated with the Operations Service Agreement (OSA), Business Scorecard and JD Power
Metric targets encompass safety, customer experience, associate availability, operational and financial metrics. Position leads personnel and initiatives to continually enhance safety, health, wellness and environmental performance of the department
Leads the delivery of a consistent customer experience across multiple service channels including inbound calls, social media, email, correspondence and self-service platforms
Leads Call Center operations during system interruption, storm outage events and reoccurring workload peaks
Safeguards company assets, customer information and insures compliance with all applicable financial and operational controls
Leads the development and execution of employee engagement actions plans; demonstrates the ability to maintain collaborative relationships with Union leadership and administer the collective bargaining agreement
Provides leadership, personnel development and overall direction to foster a collaborative atmosphere in pursuit of Company goals and objectives
Leads/implements cross departmental process improvement efforts
Continually scans the external environment for emergent proven practices and benchmarking trends in Call Center operations
Work extended hours and/or performs functions different from normal operations during storm/outage restoration efforts and may be required to work at alternate locations
BS Degree and minimum 7 years operational experience leading customer facing work teams and/or process improvement efforts to foster continuous improvement or 11 years operational experience leading customer facing work teams and/or process improvement efforts to foster continuous improvement
Experience leading in a union environment
Strong interpersonal, communication and negotiation skills
Ability to develop organizational talent and manage performance
Must foster an inclusive work environment and respect all aspects of diversity
Demonstrated ability to plan, organize and multi-task
Financial acumen, analytical and process improvement skills
Must demonstrate safety awareness and work to improve PSEG Long Island safety culture
Must demonstrate knowledge of call center technologies
Operating Experience in Customer Billing and Outage Management Systems
Operating Experience in Call Center Technology Systems and Infrastructure (NICE Voice Recording, Analytics, and Workforce Management, CISCO ACD, Nuance IVR, and Jacada Agent Desk Top)
Knowledge of JD Power Customer Perception Survey

Customer Operations Manager Resume Examples & Samples

Logistical Programs: Transport, Operations, and consolidations efficiencies that generate savings to the Company
Operations: Monitor and control of the main operational indicators (Ship on Time, Rejections, Lost Shipments)
Distribution Centers (On Time Deliveries, Service Level, Direct Contact with Managements)
Processes: Analysis and improvement of established processes
Lead projects focused on the logistics efficiencies for client operations
Contribute to customer service performance levels results and meet the established targets
To maintain close and continuous relations with the Logistic Operations, Customer Supply, and Logistic Operators (3PL)areas and to work as a facilitator in the operation
To ensure and monitor the customer distribution centers deliveries
Analyze and generate projects to improve the logistics and customer service operational processes
University Careers: Industrial Engineering, Degree in Business Administration and/or similar
Minimum experience required: 3 years as Logistics Manager/Head, Customer Service and/or Distribution Center Manager/Head in consumer companies, preferably of the food industry
The person working in this position must have interpersonal relations skills, negotiation terminology knowledge to speak with clients and logistics, as well as overall management understanding
Execution Excellence
Influence
Functional/Technical Experience

Customer Operations Manager Resume Examples & Samples

Use data to understand, define and execute processes and procedures that align to brand value guidelines and support achievement of customer and financial metrics
To ensure implementation of new and updated processes and procedures are accurately measured against predefined/relevant metrics
To run and audit the agent knowledge management tool ensuring all the information provided there is accurate and current. Support the overall knowledge management process through contact with outsourced vendor partners
To work with Training on the production of agent briefs and tests to ensure that all materials are aligned to brand values and objectives
Use insight from customer feedback and calls to help define opportunities for the business to improve the online experience and content to minimize customer offline contact
To hold regular calibration sessions with service delivery and the vendor management for telesales, service, email and complaint handling to drive overall customer experience and continuity across network whilst ensuring all processes are correctly adhered to
User Acceptance Testing (UAT) for all website development that impacts the customer service functions on telesales and service
To lead on reporting across telesales and service channels ensuring accurate and consistent data is published to the brand team
To be the lead on projects and initiatives that impact all markets across the region and work with regional managers to ensure they meet wider objectives
Use available data to segment call types and agent types and use telephony capability to drive the right call type to the agent best equipped to deliver an first-class experience
To represent GCO at brand meetings as required
Occasional involvement in partner concerns or customer issues to ensure satisfactory resolution and understanding of root causes
Deep understanding of process optimization
Strong analytical and planning skills
A real passion for customer service
Experience in cultivation and maintenance of strong working relationships and collaboration across multiple channels and teams
Exceptional interpersonal skills, with the ability to communicate and engage externally and internally, at all levels)
MS Office literate, in particular excel, powerpoint, word
Call centre experience
Demonstrable experience in a customer focused role (sales / service)
Travel experience
Knowledge of GDS is a requirement
Previous experience in online business
Fluency in English a requirement, and a second European language an advantage
LI-SO1

Customer Operations Manager Resume Examples & Samples

Responsible for management and execution of a Managed Services Statement of Work for a single account and/or multiple complex, small accounts
Manage all aspects of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities
Meet with client(s) in person at least once per month; Conduct a Monthly Operations Review (at contracted frequency) with the client that includes all aspects of the Lexmark MPS Services engagement. Maintain frequent, regular quality meetings with client(s) typically via weekly operations reviews involving on-site personnel; maintain and manage active Client Action Log
Support Quarterly Business Reviews. Responsible to understand client priority business initiatives and demonstrate the value of Lexmark via recommended actions and implemented improvements. Demonstrate expertise and excellence in identifying business related and output solutions opportunities as well as optimization and other recommendations that will save time and expense for the client in these face to face executive reviews
Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
Fiduciary responsibility for ongoing operations including cost management, inventory management, accounts receivable and gross margin; provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process
Develop onsite employee skill sets ; manage, recruit, hire and train onsite employees as needed
Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
Experience required in face to face interaction w/Customers in an Operations/Service Delivery role; handling issue resolution, proposal discussions, general service delivery concerns, etc.
5+ years’ experience in an operations management role
Experience with the delivery of operations through the use of technology solutions
Experience managing direct reports or multi-disciplined teams
Significant experience and demonstrated ability to interact and present to clients, including executive level
Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations
Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
Previous responsibility for directly managing a P&L Statement

Customer Operations Manager Resume Examples & Samples

You have a Bachelors or Master’s degree in a technical field
You have 8+ years of experience in relevant telecom or cable industry and IT domain expertise or Service Provider experience
You've engaged at all levels with customers including the Executive level
Your communication skills verbal, written and presentation are excellent
Your ability to build and maintain positive relationships with Service Provider customers is second to none
You have advanced knowledge of Service Provider networks and Architectures

Customer Operations Manager Resume Examples & Samples

8+ years of experience with the following
Relevant telecom experience with optical transport including operations and migration experience
Engaging at all levels within customer including the Executive level
Excellent Communication Skills - (verbal, written and presentation)
Relationship Management - build and maintain strong relationships with Service Provider customers
Knowledge of Service Provider networks and Architectures
College Degree (Bachelor, Masters) - technical

Customer Operations Manager Resume Examples & Samples

Working with customers from the C-suite to the engineering teams
A strong knowledge of Cable platforms from back office systems, middleware, conditional access/DRM, video processing and content delivery system
Strong knowledge of the key technology and SI partners that can support Ericsson's Media ambitions in Japan
A self starter with an ambition to grow the business exponentially
Able to traverse local and global business cultures to get the best results
A highly driven individual that is also very business focussed
Excellent at creating compelling business cases to support the growth of the business
Excellent communication and co-ordination skills with local and global resources
Can think strategically but can also dive deep into areas where required
Switch between business development and planning to execution as required
10+ years of experience in the Japan TV market
Strong background in the Japanese cable market
Having experience working outside of Japan in a global organisation is preferable

Customer Operations Manager Resume Examples & Samples

Provides day-to-day leadership and supervision to team members
Assists in coaching team to be able to identify inquires which are beyond scope of authority and take appropriate actions
Inspires team to focus on adherence to CUNA Mutual Group policies and processes, as well as federal and state laws and regulations
Fosters a positive work environment
Develops and maintains productive working relationship with team members-some of which may be field based
Demonstrated analytical and problem solving skills; ability to apply sound judgment and make effective decisions
Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
Prior experience with project management methodology strongly preferred
Ability to communicate at all levels with clarity and precision, both written and verbal
Ability to adapt in a changing work environment
Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.)

Customer Operations Manager Resume Examples & Samples

Customer relationship management and communication including outstanding verbal, written, and interpersonal skills (partner, sales, policy, mktg., etc.)
Strong leadership skills, applicable at the senior management level, across the world, and within both Microsoft and our OEM customers
Analytical problem-solving skills and ability to identify essential issues in complex technical and business problems within the software industry
Influencing Without Authority – ability to work across diverse stakeholder groups and influence to realize desired impact
Dealing with Ambiguity – maintain a positive and productive attitude in the face of frequently changing dynamics; ability to adapt and course-correct quickly
FMEA understanding, to identify process gaps and drive process improvements & enhancements
Issue management, negotiation, and resolution
Highly self-motivated and able to work effectively with virtual teams of diverse background
Project management proficiency
Manage Partner Performance: Lead Rhythm of Business engagement with partner. Evolve partner’s performance accountability including improvement plans, scorecard adoption and supporting their transformational journey
Drive Partner Readiness: Ensure customer/partner readiness for the deployment of complex operations programs and product launches. Drive and maintain plan(s) to support partner productivity
Voice of the Partner & Field: Effectively represent the voice of the customer across multiple departments within Microsoft. Ensure partner experience are captured through Listening Mechanisms and are resolved with speed & quality
Transform Partner Engagement: Provide exemplary operations account management and service, ensuring the best customer/partner experience. Find ways to make execution smoother for our partners, driving them from dependence to independence. Identify and implement operational improvements that yield business benefits for Microsoft and our customers/partners
One Microsoft: Look across Ops & Microsoft to identify / leverage best practices to drive seamless experiences for our partners
10 years minimum work experience in an operations role or environment
Deep experience involving a combination of licensing, account management, or customer service
Demonstrated excellence in managing business relationships, including at the executive level
Demonstrated ability to influence without authority, excellence in thought leadership and execution management
Strong understanding of the software industry, licensing models, and OEM business models

Customer Operations Manager Resume Examples & Samples

Own performance within our contact centers to achieve our Operational KPI Targets, using data to analyze and understand drivers of various metrics. Participate in regular updates to various levels of management on the state and health of the business
Deliver accurate 30/60 day forecasts in conjunction with Brand and Finance, ensuring appropriate budgets are set and controlled through P&L management
Drive continuous improvement by proactively identifying opportunities for improvement leading to reduced customer effort and lower contact propensity working in conjunction with the Customer Operations Manager (EMEA) to own and define the bug backlog with Product
Drive excellent customer experience by analyzing Voice of Customer data and taking appropriate action within and outside of the Care organization
Develop agent policies, processes, procedures and a quality framework to optimize performance in all areas, including working with other EI brand teams
Ensure CarRentals operations are aligned to core business strategy & execute on key initiatives, working with leadership and participating in planning and developing a roadmap to drive business improvement and efficiencies

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