Customer Operations Resume Samples

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AK
A Kuhlman
Alison
Kuhlman
73293 Brant Valley
Phoenix
AZ
+1 (555) 129 0683
73293 Brant Valley
Phoenix
AZ
Phone
p +1 (555) 129 0683
Experience Experience
Houston, TX
Specialist, Customer Operations
Houston, TX
Langworth Inc
Houston, TX
Specialist, Customer Operations
  • Provide feedback for Customer Operations Manager participation in status calls
  • Identifies and highlight areas for potential improvement and make associated recommendations
  • Consultancy Contract Management
  • Status updates provided to internal stakeholders on consultant HCP feedback
  • Provides and gathers feedback and insights into HCP Engage system modifications and enhancements
  • Works with business team to prepare advisory board meeting evaluation form
  • Dotted line Managers for Customer Operations Coordinator
Phoenix, AZ
Customer Operations Team Leader
Phoenix, AZ
Wuckert, Cremin and Zboncak
Phoenix, AZ
Customer Operations Team Leader
  • Lead and manage a team of Customer Operations Specialists and also provide leadership support and coaching to team
  • Performance Management
  • Support team member development and actively manage succession planning
  • Manage team resourcing
  • Analysis/reporting of customer and operational activities to drive continuous improvement
  • Review and approve EDI. End of month order management and order scheduling for wholesalers
  • Day to day management of a small customer service team including performance management, and resolution of escalations
present
New York, NY
Director, Customer Operations
New York, NY
Becker Group
present
New York, NY
Director, Customer Operations
present
  • Establish and implement a strategy for optimizing the mix between ocean and air freight for product coming out of our Asia manufacturing facilities
  • Contract and savings compliance and tracking/reporting
  • Aptitude for evaluation, problem solving, planning, and organization
  • Support Contact & Servicing Center revenue and expense targets and manage department to a 30%+ operating margin
  • Ensure we have a process for establishing and managing UPC codes for finished goods, refurbished goods and promotional items
  • Assess whether Oculus should be doing pack out at the factory in Asia or at our 3PL partners facilities in region
  • Lean Six Sigma green belt certified or is willing to achieve certification within 24 mos. of hire
Education Education
Bachelor’s Degree in Business
Bachelor’s Degree in Business
Northern Illinois University
Bachelor’s Degree in Business
Skills Skills
  • Proven interpersonal, verbal and written communication skills
  • Expresses written ideas, thoughts, or facts in a clear, convincing, and organized manner
  • Embraces teamwork; shares ideas / methods to improve performance
  • Ability to analyze data and trends, make educated conclusions and provide recommendations in a clear and concise manner
  • Ability to apply learned forecast analytics
  • Is adept at implementing and/or designing statistical metrics
  • Demonstrates experience in extracting and segmenting data to facilitate data analysis
  • Knows how or where to obtain information; is resourceful
  • Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards
  • Multi-tasks by switching smoothly from one project or task to another
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15 Customer Operations resume templates

1

Analyst, Customer Operations Resume Examples & Samples

  • Interfacing with S&S departments and business partners to identify process improvements & resolve operational issues internally and with top accounts for both print and eBooks
  • Providing support to the team on corporate initiatives, including project coordination, meeting facilitation & analysis
  • Administering, analyzing & auditing of customer incentive plans and other sales programs
  • Working with legal and sales to review customer agreements and sales terms for both print and eBooks
  • Acting as the liaison for vendor compliance between Sales/customers and warehouse
  • Supporting and providing analyses for special projects as needed
2

Technical Customer Operations Resume Examples & Samples

  • Provide friendly and efficient customer support via email in English to WhatsApp Messenger users around the world
  • Troubleshoot user issues and escalate issues / feedback to developers appropriately
  • Develop a strong understanding of how WhatsApp works on one or more platforms, and be a source of this information to other CS team members
  • Be an advocate for the particular user base you support and a voice of the user to the rest of the company
  • Continually evaluate the organization of your work flow to find new issues in the support queues and improved ways of handling existing issues
  • Update and evolve product documentation
3

Manager for Customer Operations Resume Examples & Samples

  • Has lead and managed teams (5+) in a customer services environment (essential)
  • Skilled at project implementation (essential)
  • Background in DMAIC / 6 Sigma (advantageous)
  • Understanding of departmental strategic planning and management (essential)
  • Skilled at budgeting (essential)
  • Has owned a cost centre or been responsible for a team / department budget (essential)
  • Knowledge of Business Objects or similar reporting tools (advantageous)
  • Good level of MS Excel for reporting (essential)
  • Skilled at delivering business presentations (essential)
  • Is able to make compelling presentations using MS PowerPoint (essential)
  • Knowledge of Customer Relationship Management (CRM) systems (advantageous)
  • Leadership: you have a history of building high performance teams (essential)
  • Management: as a manager you are results driven but you also focus on your people, showing high levels of empathy and compassion (essential)
  • Decision-making: you are able to make timely and sound decisions under conditions of uncertainty (essential)
  • Pressure: you have above average ability to cope with stress (essential)
  • Delegation: appropriate to a senior level function you know when to delegate and step back versus when to get actively involved and dive in. You give yourself the bandwidth to see the “big picture” (essential)
  • Influence: you have a track record of and the ability to get things done in a complex, matrixed and/or multinational organisation through using your people skills and / or being an effective subject matter expert (essential)
  • Focus on the Customer
  • Relationships: You build solid business partnerships in a collaborative fashion (essential)
  • Experience in logistics, supply chain, electronics, telecoms, high tech or outsourced call centre sectors (advantageous)
4

Analyst.customer Operations Resume Examples & Samples

  • Write processes and procedures for customized support services
  • Ensure proper delivery and sales of product and service solutions
  • Manage customer facing projects and internal advanced service improvements
  • Identify, build and maintain relationships with customer's internal management
  • Act as single point of contact for operational issues
  • Coordinate technical issues and customer needs
  • Travel to quarterly customer site visits to present operational issues/activity, customer satisfaction and gap analysis to customer and internal Cisco personnel
  • Coordinate and conduct weekly conference calls to provide status reports to customer
  • Create and present quarterly reports to customers with analysis of customer's support needs
  • BS/BAdegree
  • 4-6 years Customer Service experience
  • Project Management experience or Business Experience
  • Ability to work as a team member in a cross-functional matrix environment
  • Ability to type
  • Knowledge of vertical market business trends and concepts
  • Strong critical thinking and decision-making skills
  • Understanding of Cisco's sales cycle
  • Ability to use PC/phone/pager for frequent communication
  • Ability to apply knowledge and formulate customer recommendations
5

VP-customer Operations Resume Examples & Samples

  • Substantial experience in financial services operations with increasing levels of responsibility
  • Excellent written and verbal communication skills that can be applied across a global workforce
  • Excellent organizational, planning, and strategic leadership skills
  • Proven leadership skills and the ability to deliver effective results through guiding others to execute on divisional and corporate priorities in a multi-location, multi-cultural environment
  • Proven ability to take initiative and work under pressure in a rapidly changing environment while meeting critical deadlines
  • Demonstrated ability to identify and develop talent and create succession
  • Strong financial services knowledge
  • Strong risk management skills
  • Strong relationship management skills and the ability to apply these effectively across sites/countries
  • Proven experience in applying Continuous Improvement methodologies to solve complex problems and sustain results
  • Proven ability to leverage business insight to influence the direction of the organization and represent the division or company in corporate and industry forums
  • Additional desirable qualifications include
  • A Master’s degree in Business Administration or similar
  • Six Sigma green belt or similar experience
6

Customer Operations Executive Resume Examples & Samples

  • Management of administration for Region
  • Manage External Verification visits
  • Manage Academic Exam inspection visits
  • Award Ceremony
7

Spclst Customer Operations Senior Resume Examples & Samples

  • Motorola Mobile Devices Service Operations Supervisor for country/region with focus to deliver best in class Consumer Experience
  • Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPI´s and cost assurance according corporate goals
  • Responsible for Repair Vendor contract management, new repair vendor certifications and repair vendors termination
  • Responsible for establishing Repair procedures that efficiently address customer issues and brings open support items to closure
  • Responsible to develop controls and identify pro­actively opportunities to reduce Penalties caused for not comply with Customer SLA´s
  • Determines areas of improvement on internal processes to adapt to market requirements, technology evolution, and customer demands
  • Interfaces with senior team at the customer organization to represent Motorola support team and address support engagement
  • Establishes productive working relationships within Motorola support and product organizations to efficiently address customer issues
  • Build clear scope of work for each repair supplier, and be accountable for the success of the suppliers
  • Assure local service partners to execute Motorola strategy
  • Knowledge of the Mobile Phone market and repair operations
  • Knowledge of Customer Service and Repair Operations in the Mobile Phone space Knowledge of warranty financial and post sales operations
  • Strong Experience on Mobile Devices Repair Operations, Engineering or Quality Hands on knowledge of Excel and strong knowledge of basic statistical analysis. Must be a good communicator and team player
  • Proven track record in operations and customer facing situations addressing regional support engagement
  • Bachelor’s degree required, preferably in Engineering or Business Administration Project Management certification a plus
  • Must be fluent in English and Spanish. Fluency in Portuguese a plus
  • Knowledge of Customer Service and Repair Operations in the Mobile Phone space
  • Knowledge of warranty financial and post sales operations
8

Spclst Customer Operations Senior Resume Examples & Samples

  • Strong Experience on Mobile Devices Repair Operations, Engineering or Quality
  • Hands on knowledge of Excel and strong knowledge of basic statistical analysis
  • Must be a good communicator and team player
  • Bachelor’s degree required, preferably in Engineering or Business Administration
  • Project Management certification a plus
9

Spclst Customer Operations Senior Resume Examples & Samples

  • Responsible for In Country Repair Vendors (MASCs) management, including day to day operational repair processes, operational KPI’s and cost assurance according corporate goals
  • Responsible to develop controls and identify pro­actively opportunities to reduce Penalties caused for not comply with Customer SLA’s
  • Bachelors Degree or Program Degree
  • Knowledge of Customer Service and Repair Operations
  • Must be fluent in English and Portuguese
  • Strong Experience in Mobile Devices Repair Operations, Engineering or Quality
  • Bachelors degree required, preferably in Engineering or Business Administration
  • Fluency in Spanish a plus
10

KA Customer Operations Senior Manager Resume Examples & Samples

  • Drive account-level demand/supply management and manage gross-to-net with Sales, Finance, and the accounts
  • Provide accounts and internal business partners with insights derived from the marketplace
  • Monitor and use marketplace sell-through/inventory status to drive operational decision-making
  • Develop strategic business reporting requirements in collaboration with internal partners
  • Develop and Execute account level replenishment methodology (load-in/fill-in model) to enable a supply chain that is responsive to the marketplace
  • Build account level supply chain strategy, lead and provide expertise in the development and implementation of current & future Supply Chain initiatives
  • Partner closely with Sales, Retail Accounts' branch office, and Supply Chain
  • Influence account base to adopt Supply Chain initiatives that increase operational efficiency
  • Build accounts' operational capabilities
  • Support all supply chain needs for critical Marketplace initiatives
11

Senior Analyst, Customer Operations Resume Examples & Samples

  • Generate replenishment orders and drive the operational Key Performance Indicators (KPI’s) of assigned vendor managed accounts in the replenishment system
  • Develop, monitor, and revise replenishment plans by item/store for New Releases and Catalog
  • Review and suggest forecasting model changes for Home Entertainment product (i.e. DVD and BD)
  • Implement and execute account product change-outs
  • Improve operational efficiencies by managing returns and monitoring KPI’s for assigned account(s)
  • Monitor and identify account trends based on promotional activity, title/fixture performance, and seasonality
  • Responsible for analysis of reports as they relate to their respective account(s); analyze vendor inventory reports and POS to maintain the required WOS, in stock% and turns
  • Develop an in-depth understanding of the account’s sales characteristics and document as part of customer profile
  • Maintain all store traits (fixture/space allocation) and store volume clusters based on historical POS Data
  • Track delivery of product to store based on order quantity generated and delivery date
  • Work with 3 rd Party in communication of information to manage store-level execution, maintaining cost per unit (CPU) KPIs for each assigned account
  • Validate data integrity and ensure consistency in data flow from multi-systems
  • Prepare summaries for sales management, operations, and account presentations as necessary
  • Retail Operations Analyst Core Competencies
  • Lead & participates in team meetings
  • Act as a role model among peers, share best practices
  • Constructs and presents informative, well-organized presentations
  • Understands how to communicate difficult/sensitive information tactfully
  • Clear written and verbal skills
  • Interact and build rapport with third party merchandising vendors
  • Strong follow-up and issue resolution with internal teams and external vendors
  • Acknowledges and appreciates each team member's contributions
  • Exemplifies positive attitude in challenging scenarios
  • Possesses understanding in all areas of Retail Operations applications and system design
  • Understands how Retail Operations systems interface with each other
  • Participates in testing efforts
  • Ensures issues are identified, tracked, reported and resolved in a timely manner
  • Strong working knowledge of MS Office applications (Excel, Outlook, PowerPoint)
  • Continually seeks opportunities to increase customer satisfaction and expands SPHE relationships
12

Analyst, Customer Operations Resume Examples & Samples

  • Coordinate with internal SPHE groups, retailers, and DADC in order to provide Sony GPS/Silkroute with elements required to effectively manage VMI accounts
  • Drive Sony GPS/Silkroute to meet established KPI’s and SLA’s
  • Worked closely with retail customers to ensure that their orders and inventory is managed effectively
  • Work with sales and sales planning to ensure that customer planograms and assortments are accurate and managed effectively and efficiently
  • Drive optimal replenishment for all product segments (NR Initial Ship, NR Replenishment, Promotional, Catalog)
  • Coordinate planogram and assortment change-outs and resets
  • Coordinate in-store merchandising service with third-party Merchandising companies (project visit frequency, generate survey questions, develop merchandising budget, and drive compliance via reporting tools)
  • Dissect operational metrics and drive operational improvement via meaningful analysis of available data
  • Experience in consumer goods, wholesale, retail, or manufacturing environment is preferred
  • Familiarity with planogramming, product assortment, and implementing and/or designing statistical metrics
  • Demand analyst or inventory planning experience preferred
  • Embraces teamwork; shares ideas / methods to improve performance
  • Ability to apply learned forecast analytics
  • Is adept at implementing and/or designing statistical metrics
  • Demonstrates experience in extracting and segmenting data to facilitate data analysis
  • Knows how or where to obtain information; is resourceful
  • Prioritizes work activities; plans and stays organized in order to meet commitment and productivity standards
  • Takes ownership and responsibility for work progress
  • General understanding of manufacturing, and supply chain operations
13

Customer Operations Mgr Resume Examples & Samples

  • Operations SME - Engaged as needed (Equipment, Service, Forecasting)
  • Responsible for delivering operational elements of TBSS (Total Beverage Solution System)
  • Operational Project Initiatives
  • Working with sales teams in the development and execution
  • Leverage internal tools and resources to support customer strategy
  • 360° Beverage Quality
  • Align with sales on targeted customers for quality beverage goals
  • Provide tactical tools and solutions to customer base (Valves of Gold &Basic Equipment Packages)
  • Stewardship
  • Based on joint agreement with Sales and Operations Leadership for timing and customers
  • Provide customer business HIO (High service call outlet) assessments
  • Develop and maintain Install Guidelines
  • Routine Communication Schedules Developed
  • Sales Team
  • Account Coordinator
  • 2 years customer management experience or customer operational management experience
  • Project Management - proficient
  • Ability to Influence - proficient
14

Team Lead-customer Operations Resume Examples & Samples

  • Product Knowledge expert and be knowledgeable of all products within program. Train and assist in customer support. Display sufficient knowledge of call center technology to be able to identify and relate technical issues in a clear and concise manner. Acts as a primary point of contact for internal customer inquiries/requests, responsible for clarifying and clearly understanding client/business objectives, strategies and needs
  • Process Improvement/ Optimization - Researches/gathers business requirements, performs business intelligence assessments/analysis; communicates findings/trends/relevant information effectively and proposes options/solutions; coordinates internal resources as needed and communicates progress/results. Responsible for facilitating clear understanding of all customer/business processes and procedures, goals/objectives and drivers in order to effectively define business solutions
  • Coaching and Mentoring - The team lead is expected to provide feedback and assistance regarding customer issues and escalations as well as to provide timely communication and documentation of conversations to appropriate supervisor
  • Works across teams to enhance quality assurance excellence throughout the business as appropriate. Identifies areas for improvement and with leadership, peers, or others implements initiatives improving overall capability and efficiency. Ensures results of root cause analyses are addressed. Maintains awareness of the state of the industry and evaluates emerging developments that may benefit the organization
  • Bachelor's degree in Business, Management, or related degree; or equivalent related work experience
  • Requires 3-5 years experience in contact center environment. Preferred experience in software or high growth environment
  • Requires strong self-motivation, business acumen, customer service, consulting and interpersonal/ relationship development skills
  • Requires strong organizational skills including effectively handling multiple assignments and leading multiple projects/initiatives simultaneously and prioritizing work effectively
  • Requires ability to function within ambiguity and help bring clarity and/or resolution to complex situations and issues
  • Requires experience effectively identifying, researching, and coordinating the resources necessary to troubleshoot/diagnose business issues; possesses ability to probe, research and gain knowledge and understanding of internal and external business and data flow processes
  • Requires exceptional oral and written communication skills, including articulating ideas and information; possesses ability to collaborate effectively with personnel at all levels including various levels of management, staff, vendors, and clients
15

Utilities Customer Operations Excellence Senior Associate Resume Examples & Samples

  • Establishing SOWs are followed explicitly, timelines and commitments are met for each client, all client work is conducted under a broader business or strategic contexts, understand the business context of the engagement
  • Quantitative and research acumen
  • Business models and strategic marketing; and,
16

Director, Customer Operations Resume Examples & Samples

  • Evaluate and enhance Oculus’ Customer Relations policies and procedures
  • Drive continuous improvement programs at our external Contact Center partners to support Oculus’ customer satisfaction goals
  • Reduce the “total cost” of customer service through on-line self-help guides, improved training materials, knowledge databases, etc
  • Optimize escalation path for customer issues through external Level 1/Level 2 Tech Support personnel to internal Level 3 representatives
  • Continually monitor and enhance training and certification programs for external Tech Support representatives and ensure outsource partner adhere to those guidelines
  • Evaluate enhancements to our CRM system and develop a roadmap which enables Oculus to provide a world class customer experience
  • Assess Oculus’ overall Distribution, Fulfillment and Repair strategies and modify as necessary to fit the rapidly changing needs of the business
  • Evaluate Oculus’ Third Party Logistics (3PL) partners and establish performance metrics and management processes to drive continuous improvement
  • Assess whether Oculus should be doing pack out at the factory in Asia or at our 3PL partners facilities in region
  • Establish and implement a strategy for optimizing the mix between ocean and air freight for product coming out of our Asia manufacturing facilities
  • Work with Hardware Engineering and Operations Test & Quality organizations to establish robust Reverse Logistics processes and procedures
  • Analyze transportation costs, and implement programs which take advantage of all possible tax and duty benefits (eg
  • Duty drawback, free trade zones, etc.)
  • Manage import/export compliance including product classification, commercial documentation, etc
  • Oversee the execution of Sales Operations activities over the entire product life cycle, including retail setup, managing ongoing customer orders and end-of-life planning
  • Establish a company-wide product allocation process which activates whenever there is a shortfall of supply vs demand, establishing a methodology to prioritize orders
  • Ensure we have a process for establishing and managing UPC codes for finished goods, refurbished goods and promotional items
  • Work with the Sales & Marketing teams to update customer systems, create presentations and compile reports as necessary
  • Establish Sales Operations performance metrics and ensure compliance with industry standards and internal Oculus guidelines
  • Partner with Materials, Sales, Marketing, Business Development and IT to enhance the effectiveness of our order management systems
17

Director, Customer Operations Resume Examples & Samples

  • Hire and retain top talent to achieve less than 15% voluntary attrition rate. Develop and manage talent and have a production ready successor for all leadership positions
  • Lead a culture that results in 75% associate engagement based upon annual Fiserv survey
  • Demonstrate innovative thinking and thought leadership by developing departmental strategy that links to overall division strategic direction. Can implement defined strategy by effectively leading and driving change
  • Lean Six Sigma green belt certified or is willing to achieve certification within 24 mos. of hire
  • Proactively identify and/or implement process enhancements that generate 10% year over year expense savings for our clients or Fiserv
  • Exceeds 100% of client and internal SLA’s and achieve client feedback survey score of 4.25
  • Support Contact & Servicing Center revenue and expense targets and manage department to a 30%+ operating margin
  • Manage client defined and internal service level results across multiple product lines using budget, forecasting, capacity planning, and resource allocation best practices
  • 5 or more years of relevant work experience in financial services or related industry required
  • Minimum of 5 years of management experience which includes but is not limited to budgeting, setting strategic direction, staffing, and reporting
  • Call center management experience preferred
  • Must have solid knowledge of operational budgets
  • Experience in service delivery capacity required
18

UK Customer Operations Teammate Resume Examples & Samples

  • Apply problem solving and good judgment when making decisions to remove/add restrictions to member’s accounts
  • Analyze account history and trends to take appropriate action on accounts
  • Ability to communicate effectively via telephone by utilizing active listening and clearly speaking to customers
  • Analyse the sellers account history, trends & performance and set expectations with the seller on how they should trade on the site and create a good buyer experience whilst growing their sales on ebay
  • Establish relationships and closely coordinate with your team, team leader, manager and various departments to completely resolve inquiries
19

Technical Customer Operations Resume Examples & Samples

  • Develop a strong understanding of how WhatsApp works on Android, and be a source of this information to other Customer Operations team members
  • Continually evaluate the organization of your workflow to find new issues in the support queues and improved ways of handling existing issues
  • BA / BS or equivalent university degree
  • Technical Support background
  • Passionate about smartphone technology and helping WhatsApp users
  • 1+ yrs of experiencing supporting customers or users through support channels such as email
  • 1+ yrs of experience developing or troubleshooting on smartphone platforms, preferably Android
  • Proactive and motivated - you constantly look for solutions to problems and evaluate ways to be more efficient and effective
  • Ability to multitask and manage competing priorities without getting overwhelmed
  • Utility player - we are a team that thrives on people identifying ways they can contribute to get the job done, and how their unique backgrounds and strengths can contribute to team goals
  • Strong writing skills in English. You can compose accurate and appropriate answers to help users and resolve their doubts and problems
  • If you are a grammar nut, all the better!
  • Ability to balance independent tasks / goals while contributing to team goals and collaborating with other team members
20

Customer Operations & Process Analyst Resume Examples & Samples

  • Provides operational support through business process review, analytics and business intelligence reporting
  • Analyze & document business processes and workflows
  • Collaborate cross functionally to identify process gaps and generate recommendations for process improvements
  • Build presentations and compile business cases in support of process improvements and new initiatives
  • Provide business intelligence reporting in support of wholesale operations initiatives
  • Track and report on spend against budget for customer driven costs
  • Provide operational support and analysis for the B2B Operations Team through business process review and business intelligence reporting
  • Serve as the business liaison between Clarks, certain third party service providers and our wholesale customers, providing operational support and representing Clarks
  • Responsibilities in some cases include retaining ownership & managing processes
  • Responsible for presenting and managing a process, around contracts and agreements with our customers
  • Knowledge of Specific Process Related Working knowledge of an organization
  • 2-3 years successful experience in an Analyst capacity
  • Experience with enterprise business intelligence tools
  • SAP experience is a plus
  • Experience developing instructional and procedural documentation and presentations, workshops and work sessions
  • Strong ability to multi-task and support multiple initiatives running concurrently
  • Strong written & verbal communication skills
  • Lean / Six Sigma / Kaizen certification is a plus
21

Analyst, Customer Operations Resume Examples & Samples

  • Must have excellent interpersonal, verbal and written communication skills
  • Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, age, sexual orientation, gender identity, or other protected characteristics
  • Sony Pictures - CA - Culver City Area & Studios
22

Intern, Global Customer Operations Resume Examples & Samples

  • Program and Project support
  • Manage live event logistics
  • Capture, edit and produce digital media
  • Maintain digital content on internal portal
  • Strong project management
  • Understanding and interest in instructional design
  • Facilitation of logistics for live training events
  • Videography and photography production and editing
  • HTML and web editing skills
  • Must be able to travel to and work in our Newtown Square, PA facility
  • Ideal candidate would be available to work full time but others will be considered
  • Must have strong written and verbal communication skills
  • A customer service attitude and strong project management skills
  • Must be able to assist with videography and photography and have web page editing experience
23

Director, Customer Operations Resume Examples & Samples

  • Hire and retain top talent to achieve less than 15% voluntary attrition rate
  • Develop and manage talent and have a production ready successor for all leadership positions
  • Bachelor’s degree from a four-year college or university or 10+ years experience
24

National Customer Operations Mgr-cincinnati Resume Examples & Samples

  • BS/BA
  • Operations Assessment - proficient
  • Determining Financial Impact - proficient
25

Senior Director, Customer Operations Resume Examples & Samples

  • Bachelor’s degree in Business Administration, Finance or Accounting, Management or related discipline. Masters degree preferred
  • Results oriented leader who defines and manages achievement of performance objectives
  • Excellent organizational, communication, change management and customer service skills
  • Strong interpersonal and relational skills to communicate and interact with all levels of internal and external customers
  • Strong analytical, critical thinking and logical problem solving skills
  • Ability to work effectively and independently with minimal management guidance in a fast paced environment
  • Ability to influence both at the strategic and execution level
  • Strong ability to lead and motivate others and create a productive team environment
  • Strong working knowledge of enterprise information systems
  • Strong working knowledge of credit processing, ACH and other electronic payment and funds transfer processes
  • Strong working knowledge of billing and cash receipts controls; credit and collections
  • Strong working knowledge in the application of accounting and financial principals
  • Strong working knowledge of company products, services and markets
  • Strong working knowledge or experience with Legal compliance and FDA regulations for Lifesciences, medical devices or pharmaceutical companies
26

Customer Operations Rep With German Resume Examples & Samples

  • Provide a high standard of service to all internal & external customers, by taking responsibility for all queries received through to resolution
  • Build strong relationship with the internal and external customers being supported in order to deliver an excellent service through both responding to inbound inquiries and working with the market to streamline processes
  • Support the Data Management team to ensure quick turnaround of order and query validation process
  • Liaise with other teams in the department on a daily basis, ensuring that there is a team effort in supporting the region managing escalations as required
  • Communication, training and educating internal and external customers as required
  • Review quarterly activities with the aim of working directly with the Sales, customers and other internal departments to resolve any re-occurring issues and escalations
  • Initiate update meetings/conference calls with internal and external customers with the purpose of keeping them informed of activities and performance as required. Become familiar with all in-house systems which support the business, and maintain accordingly
  • Successfully achieving objectives and targets as set by Supervisor/Manager
  • Adherence at all times to Sarbanes Oxley documented procedures and compliance with audit requirements
  • May involve other administrative tasks as required and also project work involvement
27

Analyst, Customer Operations Resume Examples & Samples

  • Responsible for compliance with applicable Corporate and GDP (good distribution practice) procedures
  • Monitor and expedite Customer orders received via EDI, phone, fax or mail. Enter manual orders into SAP and verify price and pertinent data
  • Monitor and expedite SAP queues and open orders
  • Communicates with 3PL to ensure orders are processed as requested and within a timely manner
  • Communicate with Trade Account Directors to coordinate customer accounts and to ensure customer purchasing patterns for consistency and inventory levels to meet contractual obligations
  • Research and process any order changes or cancellations and notify appropriate contacts
  • Inform customers of unit prices, shipping date and anticipated delays and any additional information relevant to the customer’s orders
  • Investigate and resolve all shipment exceptions, including incomplete shipments and quantity discrepancies
  • Assist with Accounts Receivable to reconcile invoices, credits and debits
  • Responds to all customer complaints immediately and notify all relevant parties per corporate procedure
  • In conjunction with Customer Master Team, maintains customer account information, assuring efficient billing and maintenance of all related paperwork
  • Monitors compliance of department documents, policies and procedures with regulations, by ensuring that required training and/or documentation is accurate, complete, correct revisions are in use, policies and procedures are understood and adhered to, and training records are maintained and controlled according to validated procedures
  • Provided overall support to Customer Operations Department (e.g. trouble-shooting, work priorities and assists with formulating corrective actions), to ensure the timely effective completion of tasks and alignment of area and company goals and objectives
  • Works cross-functionally as required with 3PL, account receivables, sales, master data, marketing, sales operations, trade, pricing, supply chain, technical operations and quality
  • Works under general supervision. Requires limited supervision on standard issues, and limited/detailed instructions on new assignments. Work is reviewed for soundness of judgment, overall adequacy and accuracy
  • BA/BS or equivalent experience required. 2-4 years of customer service experience in GMP/GDP environment pertaining to drugs/medical devices, preferred
  • Experience in customer service team environment, knowledge of SAP, Microsoft Office software-Word, Excel and others
  • Excellent analytical, organizational and communication skills. Ability to work cross-functionally, with customer driven focus and sense of urgency
  • Ability to develop effective rapport with other teams and departments
  • Strong interpersonal skills to maintain effective working relationships with others
  • Must be self-motivated, organized, have a keen attention to detail, able to meet deadlines, problem solve efficiently, strong ability to multi-task and time management skills
  • Ability to maintain a positive professional attitude. Demonstrate keen attention to detail and a conscientious and professional work approach. Must be willing to work in a fast paced, critical situation environment and have the ability to solve problems with a sense of urgency. Telecommunications experience desirable
  • Excellent interpersonal communication (oral and written), and organizational skills. Ability to work well in a team environment
  • Excellent phone skills. Capable of meeting deadlines and prioritizing multiple tasks, and work well under pressure
28

Internship Customer Operations Assistant Resume Examples & Samples

  • 4th/5th year of Business School ,University or Engeneering School with speciality in Supply Chain
  • Team Spirit
  • Other: positive service minded attitude and strong service background is a must
  • Store/ Retail experience desired
  • Interest in Logistics and supply chain
29

Customer Operations Assoc Resume Examples & Samples

  • Ensures that all customer contact information required to support customer satisfaction activities are entered in appropriate BE tools
  • Facilitates administration of warranty claims
  • Facilitates certified payroll reporting, OCIP/CCIP enrollments, and any other contractual requirements related to back office processes
  • Ensures that all BE standard tools, processes and programs are followed to optimize JCI profitability (i.e. Diversity spend initiatives, continuous improvement, and LEM)
  • Assist Team Leaders by providing weekly utilization reporting and analysis of contra dollars
  • Other duties and administrative activities as assigned
30

Customer Operations Development Manager Resume Examples & Samples

  • Develop and implement complex supply chain projects in order to build future capabilities with our main accounts in Sweden
  • Drive process excellence
  • Provide subject-matter expertise to deliver innovative (process) solutions
  • Create and drive operational account strategy aligned with sales strategy
  • Ensures high quality project , transition management practices in line with Nike
  • Lead, coach, drive and inspire process specialist(s) and (virtual) project teams
  • Operational alliance with key functions within Nike
  • Actively engage in Europe Customer operation Strategic Planning process
  • 4-5 years of relevant experience, in Operations/Supply Chain
  • Min 3 years’ experience in Customer Operations area in managerial position
31

Global Head of Customer Operations Transformation Resume Examples & Samples

  • Work closely with the Head of Customer Operations, the senior CO teams, HR and Transformation team to design, deliver and implement cohesive performance frameworks & performance measures for Customer Operations teams individually and collectively that orient around customer impact and satisfaction as well as core operational metrics; ensure continuity and alignment across all ELT functions
  • Establish blue chip transformation / automation program & support the development of business case and ROI for priority initiatives
  • Drive to alignment and decisions at ELT level around go/no-go for key programs; work closely with finance and other teams to ensure appropriate resourcing and stage-gates and governance are in place to monitor program success
  • Provide project management and oversight for cross-team and/or major programs
  • Ensure clear documentation and transparency of transformation agenda
  • Process re engineering / Six Sigma
  • Automation & digitizations of process
  • Change management
  • Stakeholder management
  • Metric definition & performance measurement
  • Proven experience in a comparable global transformation leadership role
  • Proven change management experience at a global scale
  • Proven senior stakeholder engagement and management experience
  • Proven experience within global operations transformation
  • Excellent leadership skills and the ability to lead change at pace
  • Execution focused
  • Ability to engage and create followership
  • Experience working with Thomson Reuters and knowledge of products
  • Experience working with/within the financial services industry
32

Customer Operations Assoc Resume Examples & Samples

  • Researches, resolves or escalates accounts receivable disputes as outlined in the escalation process. Works with Accounts Receivables contact to assist with resolution of A/R issues. Determines appropriate actions for timely resolution. If needed, will interact with Customer to resolve receivable issues. Processes invoice credits and re-bills, as necessary. Proactively contacts customers ensure customer satisfaction and a commitment to pay. Maintains notes within appropriate systems
  • Updates and retains customer account information related to special billing conditions, tax status, invoice approval contacts, billing addresses and special billing rates up-to-date
  • Support subcontract process including insuring all documentation has been provided to meet safety requirements and any bonds are received and lien wavers are provided per contract requirements
  • Assist COAs in resolution of issues
  • Provide additional operations administration support, as required
33

Customer Operations Senior Specialist Resume Examples & Samples

  • Recover drugs that are administered or dispensed to indigent patients without third party prescription coverage
  • Build relationships with and act as liaison to physicians, patients and pharmaceutical companies regarding program systems and processes
  • Answer questions regarding the Cardinal Health policies and procedures related to the reimbursement program
  • Routinely visit key contacts within the health system to ensure high level of service and assist in program participation
  • Maintain daily contact with patients, nurses, physicians, social services, pharmacy personnel, drug sales reps and pharmaceutical companies
  • Discuss medication options with physician and patient based on accessibility and availability (outpatient environment)
  • Answer pharmacy’s questions regarding day-to-day operational issues, product/vendor information
  • Manage and process applications to pharmaceutical manufacturers’ Patient Assistance Programs for recovery of drugs administered/dispensed to indigent patients without third party coverage
  • Educate physician, patient and drug companies on program mission, guidelines, requirements and appropriate referral
  • Extensive patient education/counseling to determine eligibility for assistance
  • Identify and resolve rejected applications, including accessing comparable drug regimen
  • Refer patients that do not qualify for programs to other outside assistance. I.e. local charities
  • Manage drug recovery application process
  • Monitor and track value of drugs recovered for billing and reporting processes
  • Maintain security and confidentiality of patient information
  • Bachelors degree preferred
  • Pharmacy technician license strongly preferred
  • 2-4 years experience
  • Strong Microsoft Office skills
  • Able to work independently and solve problems on behalf of Cardinal and the customer
  • Must be able to prioritize work to maximize job effectiveness
  • Strong ability to work under pressure and meet deadlines
  • Must be detail oriented with strong follow-up skills
  • Strong telephone presence/etiquette
  • Better than average layman’s knowledge of various medications, medication classes, medical ailments and standard treatments
  • Must have knowledge of hospital and clinic operations
  • Experience working in a high volume, dynamic (changing) environment is necessary
  • Must have experience working with the public in a healthcare environment
  • Experience with low-income/special needs public is preferred
  • Experience with social programs and/or charitable organization is helpful
  • Applies judgment within defined parameters
34

Customer Operations Team Leader Resume Examples & Samples

  • Lead and Manage
  • Lead and manage a team of Customer Operations Specialists and also provide leadership support and coaching to team
  • Support team member development and actively manage succession planning
  • Manage team resourcing
  • Accountable for the overall performance of team members and the team as a whole, positively recognising excellent performance and effectively managing any underperformance
  • Ensure all KPIs defined for the team are met, and team members are equipped with the knowledge, skills and support to perform them effectively
  • Champion Customer focus culture and the behaviors required within the team to deliver an exceptional customer experience
  • Proactively liaise with other business stakeholders involved in operational processes (e.g. Sales, Marketing, Finance Operations, Credit) making sure performances and SLAs are met
  • Compliance Management
  • Ensure team acts within strict Health, Safety, Security and Environment (HSSE)
  • Ensure the team complies to agreed Shell parameters (level of authority, controls & procedures)
  • Resolve compliance issues that may impact themselves, the office or customer environments
  • Escalations and Complex Issue Resolution
  • Through collaborative leadership, drive resolution of complex customer issues in liaison with partners from other functions such as Sales, Marketing, Supply Chain & Logistics and Credit
  • Act as escalation contact for Customers or Sales dissatisfaction issues related to Customer Operations Specialists or other service providers
  • Continuous Improvement (CI)
  • Use Continuous Improvement tools such as visual management, leader standard work to support daily operations management
  • Develop and support a pipeline of CI activities with Manager
  • Business Partner Engagement
  • Build strong relationships with Account Managers and Sales Leaders and support business reviews
  • Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles
  • Data Integrity Management
  • Drive right first time accountability of Customer Set up & Amend within operational team
  • Operationalize data quality metrics through full use of data excellence enablers and tool
  • Deliver Operational Excellence through acceptable level of data quality while ensuring cost effectiveness
35

Director, ODM Customer Operations Resume Examples & Samples

  • Inventory Management
  • 10+ years of business management experience
  • Staffing experience (international preferred)
  • International and dosmetic travel
  • Knowledge of factory operations, engineering processes and procedures, quality and audit processes globally
  • Strategic and creative problem solver
  • Ability to multitask and meet tight deadlines
  • Ability to perform well under pressure in a fast-paced environment
  • Must understand and work effectilvey with multiple functional groups
  • Vendor Managed Inventory Experience (preferred – or similar)
  • Oracle Experience (preferred)
  • Must be able to perform the physical requirements of the job as described to you for the position
  • Respectful to all people and situations
  • Street smart and pragmatic
  • Performance-based mindset
  • Flexible, creative and resourceful
  • Seeks out opportunities to grow and learn
  • Curious problem solver
  • We embrace what is right
  • We are transparent in what we do
  • We are supportive and collaborative with our colleagues
  • We always look to continuously improve
  • We do the right thing for our customers
36

Customer Operations Engineer Resume Examples & Samples

  • Ensure that critical customer issues are addressed quickly and effectively
  • Triage, diagnose and potentially escalate customer inquiries during their engineering and operations efforts
  • Investigate product related issues both for individual customers and for common trends that may arise
  • Study and understand critical system components and large cluster operations
  • Differentiate between issues that arise in operations, user code, third party libraries or product
  • Manage the day to day interactions with our customers
  • Identify requirements for additional focused services engagements
  • Coordinate enhancement and feature requests with product management and Cloudera engineering
  • Facilitate upgrades, patches and maintenance to customer systems
  • Participate in occasional weekend on-call roster for critical support needs
  • 4+ years of Unix environment experience (Red Hat Linux) including shell scripting
  • 2+ years software development experience in C++ or Java and Python
  • Network monitoring and application instrumentation experience
  • System performance debugging and kernel forensics experience
  • Strong troubleshooting and performance tuning skills (TCP/IP, DNS, File system, Load balancing, etc)
  • Knowledge of file system, kernel and database internals – latency, throughput, reliability, availability, consistency, security, etc
  • Strong knowledge of RDBMS concepts and SQL
  • Provisioning and operating a large-scale compute/storage systems
37

Customer Operations Intern Resume Examples & Samples

  • Act as first point of contact to provide rapid-response, yet, steady remote support to end-users using multiple support channels including, phone, email and/or live chat functionality
  • Utilize internal resources to research both technical and software based issues to determine a diagnosis and navigate solutions to resolve the customer issue in a timely matter
  • Troubleshoot and assist SMB and Major customers base with various issues, such as, but not limited to, login credentials, application or menu navigation and administration, hardware/unit installation, software setup, and minor software bugs
  • Efficiently receive, evaluate, process and appropriately document customers’ cases using a CRM system (experience with Salesforce.com and NetSuite a plus)
  • Identify and attempt to resolve complex issues, or deescalate unsatisfied customers, before promptly forwarding to appropriate escalation point
  • Collaborate with peers across departments evaluating and developing solutions, to ensure an exceptional, and seamless experience for our customers
  • Maintain ownership of assigned cases and follow up as necessary with customers throughout case resolution to completion
  • Perform miscellaneous job-related duties as assigned
  • Must be currently enrolled in Bachelor's Degree program
  • No previous experience required, but prefer up to 1 year experience in customer consulting position within a fast-paced environment supporting software or web based application in a call center setting
  • Demonstrate technical/professional expertise through problem resolution, while maintaining composure in critical situations and clearly communicate with both internal and external customers at all levels
  • Driven and ability to maintain knowledge of our software applications, hardware, and available resources to problem solve independently in a changing, ambiguous environment
  • Strong multi-tasking and time management skills
  • Proficient with Microsoft Office suite (Outlook, Word, Excel)
  • Knowledge of GPS technology/hardware, software management, dispatching, Google Maps or cellular services a plus
38

Head of Customer Operations Resume Examples & Samples

  • Is the face of Roche to the customers for all NBM
  • Ensure customer satisfaction measurement and improvement, ongoing
  • Responsible for the end-to-end experience delivered to customers
  • Orchestrate feedback loops with actionable customer requirements recommendations to both NBM and Digital Solutions team
  • Liaise with RDC Global Complaint Management function to ensure end-to-end customer satisfaction
39

CO Customer Operations Graduate Programme Resume Examples & Samples

  • Self-management
  • Planning and organisation
  • Effective communication
  • Motivation
  • Problem-solving
  • Decision-making
40

Customer Operations Graduate Programme Resume Examples & Samples

  • Examine an acquisition / promotional campaign's return on investment
  • Identify industry and companywide best practice procedures and recommend process improvements
  • Analysis of our Identification and Verification processes that operate Internationally to identify areas of opportunity for improvement
  • Review of competitor payment / fraud offerings and products. A comparison with our existing products and a scoring / rating of our industry
  • Identify new market opportunities
  • Assist with concept-testing for new products
  • Perform extensive market research
  • Evaluate market penetration
  • Develop groups and solicit customer feedback
  • Analyse marketing metrics to identify cause and effect relationships
  • Identify positive financial outcomes to increase profitability
  • Create databases and capture market data
  • Analyse competitors
  • Assess promotional needs
  • Evaluate demographics
  • Assist in the development of promotional strategies in tandem with the marketing department
41

Customer Operations Rep Resume Examples & Samples

  • Foster relationships with customers and maintain detailed knowledge of customer specific applications and internal processes/procedures
  • Responsible for interfacing professionally with the customer and internal departments to create change request projects and report/resolve issues
  • Answers customer inquiries and provides timely, accurate resolution to complex online banking and bill payment inquiries with little to no supervision
  • Supports Consumer Service Representatives with any complex inquiries received by phone, email or other sources
42

Customer Operations Development Analyst Resume Examples & Samples

  • Develop thorough understanding of Nike’s operational and business issues in your area of responsibility
  • Drive business process analysis and define opportunities for improvement
  • Develop and implement process improvement initiatives to drive internal process excellence
  • Ensure a high quality of project and transition management practices in line with Nike standard methodologies (including Lean)
  • Apply transition management principles, tools and methodologies to ensure capabilities are adopted and supported through transition to the business
  • Actively engage in COPS process improvement portfolio including
43

Customer Operations Director Resume Examples & Samples

  • An understanding of Clinical Research Organisations
  • The ability to drive relationships and develop or grow new opportunities across accounts
  • Generating new and repeat business within accounts
  • Networking across companies and into new companies, for new accounts
  • The ability to mix cold calling and customer development
44

Senior Customer Operations Rep Resume Examples & Samples

  • Manage relationships with clients and maintain detailed knowledge of customer specific applications and internal processes/procedures
  • Communicate professionally and effectively with clients; provide proactive, timely customer communication and updates as it relates to performance issues
  • Responsible for professional interfacing with the customer and internal departments to create change request projects and report/resolve issues
  • Responsible for performing customer requests for ad-hoc reports
  • Answers customer inquiries and provides timely, accurate resolution to complex online bankingand bill payment inquiries with little to no supervision
  • Tracks customer inquiries using online tracking system
  • Supports Application Support teams with diagnosing, researching, and identifying application defects, errors and performance issues
  • Reconciliation of daily payment processing based on customer inquiries
  • Ensure clients are properly invoiced, including periodic monitoring of invoices for accuracy as well as investigation and resolution of all customer reported pricing and invoicing issues
  • Adjusting and maintaining customer processing windows based on customer requests
45

Director, Customer Operations Resume Examples & Samples

  • Field Management, Systems & Technology
  • Bachelor’s Degree Required, preferably a Bachelor’s of Science in Math or Science
  • Proficiency Required in Word, Excel and PowerPoint
  • Travel Requirement of up to 15%
  • Exceptional ability to keep projects organized and moving forward to meet or exceed all deadlines
  • Ability to understand needs of disparate cross-functional partners and work toward optimal solutions
  • Innovative and open to wear many hats in a dynamic and changing start-up Bio-Pharmaceutical / Medical Device organization. Comfortable creating and working thru uncertainty
  • “Versatility” and openness to ongoing shifts in direction with an “openness to change” (open to ongoing and anticipated change)
  • Demonstrated emotional intelligence that allows you to connect with people from all walks of life
  • Understanding of the pharmaceutical / medical device industries’ compliance environment and uphold impeccable ethics and unquestionable integrity
  • Ability to work and solve problems independently
  • Ability to work in a rapidly changing work environment
  • Passion for customer operations and have the following qualifications
46

Executive Director, Customer Operations Resume Examples & Samples

  • Active participation on commercial leadership team to set both the short and long term customer operations strategy
  • Provide leadership and day to day management of the commercial operations staff including motivating, coaching and developing staff
  • Build data infrastructure to meet the internal and external reporting needs of the company
  • Lead our data acquisition strategy to help provide insights on competitive product uptake as well as Intarcia Therapeutics product uptake
  • Lead the size and structure analysis associated with Intarcia Therapeutics field footprint
  • Execute a robust targeting and segmentation program to focus our sales force on the most productive and efficient customer targets
  • Oversee the creation of commercial compliance standard operating procedures and the corresponding reporting requirements
  • Lead the development and implementation of other core organizational capabilities including fleet management, speaker bureau, incentive compensation and meeting planning
  • Live the Intarcia Therapeutics values
  • A minimum of a B.A/B.S. required; MBA or other related advanced degree strongly preferred
  • 10+ years of progressive pharmaceutical/biotech or related industry services experience
  • Demonstrated experience in data management systems, data acquisition, segmentation and targeting, sales operations including sales reporting, incentive compensation and training
  • Experience in building and enhancing commercial operations capability
  • Track record of leading cross functional teams with strong interpersonal and communications skills
  • Ability to effectively manage senior level relationships across the company, and outside
47

Customer Operations Rep Resume Examples & Samples

  • Communicate via wireless, email, and phone to customers, leased contractors and carriers
  • Utilize operational computer systems to manage, track, and plan D2D loads throughout the network
  • Problem resolution for the efficient and safe pickup and delivery of D2D loads
  • Develop and implement daily/weekly plans to maximize usage of Independent Contractors and agent carriers while ensuring compliance with all Federal and company rules and regulations
  • Miscellaneous activities and responsibilities as assigned by manager
  • Associates Degree/2-year Degree
  • Less than 1 year of experience in Logistics (Trucking, Transportation, or Related Customer Service)
  • High School Diploma/GED
  • 3 or more years of experience in Logistics (Trucking, Transportation, or Related Customer Service)
  • Bachelor's Degree/4-year Degree
  • 1 or more years of experience in Logistics (Trucking, or Transportation)
  • Knowledge of Mainframe/PC operating systems for data input, retrieval and report generation
  • Knowledge of Federal DOT Regulations
  • General knowledge of computer applications used within the trucking industry
  • Strong analytical and multi-tasking skills
  • Ability to communicate effectively with internal/external points of contact (i.e. diverse work groups, vendors, customers, etc.) regardless of their status or position
  • Ability to effectively interact with customers to meet specific service requirements
  • Flexibility and ability to maintain a professional demeanor when dealing with tight deadlines, sensitive service issues and emergency situations on a daily basis
  • Ability to possess strong work ethic as it relates to attendance and performance
48

Customer Operations Assoc Resume Examples & Samples

  • ENSURES THAT ALL CUSTOMER CONTACT INFORMATION REQUIRED TO SUPPORT CUSTOMER SATISFACTION ACTIVITIES ARE ENTERED IN APPROPRIATE BE TOOLS
  • FACILITATES ADMINISTRATION OF WARRANTY CLAIMS
  • FACILITATES CERTIFIED PAYROLL REPORTING, OCIP/CCIP ENROLLMENTS, AND ANY OTHER CONTRACTUAL REQUIREMENTS RELATED TO BACK OFFICE PROCESSES
  • ENSURES THAT ALL BE STANDARD TOOLS, PROCESSES AND PROGRAMS ARE FOLLOWED TO OPTIMIZE JCI PROFITABILITY (I.E. DIVERSITY SPEND INITIATIVES, CONTINUOUS IMPROVEMENT, AND LEM)
  • MAY GUIDE AND PRIORITIZE THE ACTIVITIES OF THE CUSTOMER OPERATIONS AGENT ASSISTANTS. PERIODICALLY PERFORMS DUTIES OF THE CUSTOMER OPERATIONS AGENT ASSISTANT AS OVERFLOW DEMANDS
  • ASSIST TEAM LEADERS BY PROVIDING WEEKLY UTILIZATION REPORTING AND ANALYSIS OF CONTRA DOLLARS
  • OTHER DUTIES AND ADMINISTRATIVE ACTIVITIES AS ASSIGNED
49

Intern for Customer Operations Resume Examples & Samples

  • Excellent verbal and written communication skills both in English
  • Microsoft Office skills (Word, Excel, and PowerPoint)
  • Ability to multi-task and prioritize on a daily basis
  • Energetic, self-motivated and positive attitude
50

Customer Operations Intern Resume Examples & Samples

  • Meaningful projects that you drive and own
  • Mentorship and support from working professionals
  • Collaboration with experienced professionals to solve current challenges
  • Social and networking opportunities with interns across the U.S
  • Career and personal development workshops
  • Learning opportunities with Maxim’s CEO and other executives
  • Company sponsorship to participate in sports leagues, community activities, and races
  • The opportunity to present your project work to all Maxim employees at an “Intern Symposium” event near the end of the summer
  • Do well and you may be offered a full-time offer with Maxim upon graduation!
  • Must be pursuing a bachelor’s degree or higher
  • Ability to take direction well and ask for clarification when necessary
  • Personal ownership of all tasks/responsibility for seeing projects through to completion
  • Experience with Microsoft Office Suite (Excel, PowerPoint, Word)
51

Customer Operations Account Specialist Resume Examples & Samples

  • 1-3 years’ pharmaceutical experience
  • Experience with ValueCentric, Hyperion Essbase and ERP systems a plus
  • JDE/ One World knowledge preferred
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things
  • Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
  • Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Must be results-oriented with excellent planning, process, and execution skills
  • Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
  • Must be proficient in communicating and interacting with all levels of management as well as outside organizations
  • Flexibility in adjusting and reprioritizing in order to meet changing needs in a fast-paced work environment
  • Ability to manage various customer requirements simultaneously including deadline sensitive priorities
  • Team player possessing a strong work ethic and drive for results
  • Knowledge and familiarity with Supply Chain processes preferred
  • General office environment
  • After-hours work may be occasionally required
52

Operations Analyst, Customer Operations Resume Examples & Samples

  • Reports on Customer Operations performance by reviewing results against established standards and provides variance and trend analysis
  • Conducts monthly audits based on established standards
  • Provides monthly gap analysis between performance and standards
  • Creates and maintain reports in Oracle, Siebel and other applicable systems as required
  • Develops ad-hoc reports as well as maintains and revises established reports
  • Enhances reporting capabilities utilizing the various systems and tools to meet management needs
  • Conducts data gathering and analysis by utilizing database tools such as Microsoft Excel
  • Works with Manager to identify areas where reports, procedures, processes can be automated; develops action plan
  • Assists Manager and Director with development of process improvements and implementation plans
  • Facilitates system testing and identifies issues
  • Works with Manager and Trainer to develop, maintain and update reinforcement training
  • Bachelor degree in business or equivalent business experience
  • 3 years with STERIS preferred
  • 1 to 2 years project management experience preferred
  • Excellent communication skills – written, verbal and presentation
  • Expert in Microsoft Excel
  • Knowledge of internal STERIS systems including Oracle, Informatica, 360 and Sales Connection
  • Detail-oriented with an appreciation for quality control
  • Ability to handle multiple demands from many people and prioritize effectively
  • Must demonstrate a high level of professionalism and integrity
  • Ability to maintain composure under pressure and demonstrate a “can do” attitude
  • Ability to work in a cross-functional, team-oriented environment
53

NVQ Customer Operations Administrator Resume Examples & Samples

  • Excellent spelling and grammar are essential
  • Excellent Communicator
  • Strong Excel skills
  • A high level of attention to detail
  • A high level of organisation and ability to prioritise a workload
  • Professional and positive attitude
  • Punctual and reliable
54

Spv Customer Operations Site Resume Examples & Samples

  • Bachelor’s Degree required or equivalent experience
  • Must have two years supervisory experience as a first line supervisor with technical skills. Fundamental knowledge/experience in financial analysis, work planning
  • Experience in labor relations negotiations and thorough knowledge of the Company/Union agreement with UWUA Local 601. Strong leadership and communication skills, demonstrated teamwork, demonstrated ability to plan and organize, ability to develop organizational talent and manage performance
  • Proficient in the utilization of workforce management and Customer Operations Systems. Strong teamwork and interpersonal skills. Demonstrated planning and team building skills
  • Ability to make decisions, proactively resolve customer issues, ability to provide long/short term operational and performance improvement issue resolutions
  • Maintain a valid NJ driver’s license
55

Associate Customer Operations Resume Examples & Samples

  • Respond to customer requests for pricing and product lead-times in a designated region
  • Ensure customer orders are accurate before being loaded into our systems
  • Manage progression of all customer quotes above a stated revenue amount
  • Manage the backlog of your customer base
  • Regularly interface with our manufacturing facilities in California, Texas, and the Philippines to discuss delivery challenges
  • Prepare all necessary customer documentation in line with the highest quality standards
  • Identify and generate useful business intelligence and report to senior staff
  • Recommend process improvements
56

Customer Operations Assistant Internship Resume Examples & Samples

  • 4th/5th year of Business School ,University or Engeneering School - speciality in Supply Chain
  • Final year internship preferred
  • Strong ability to communicate with people on different levels, nationalities and cultures within and outside of the organization
  • Influence skills is a must
  • Positive service minded attitude and strong service background is a must
  • Retail sales & stock analysis,
  • English is a must (written and spoken)
  • Microsoft Pack Office (including Excel advanced level)
  • SAP is a plus
57

Manager on Duty, Customer Operations Resume Examples & Samples

  • Create training targeted towards a more safety compliant and educated workforce
  • Responsible for all fleet service recurrent training needs
  • Proactively identify behavior/procedural trends and shift curriculums to improve compliance
  • Work collectively across departments to provide a holistic approach to training
  • Help identify deficiencies in our training program by partnering with all levels of frontline and management employees, TWU and IAM local union representatives, HDQ staff, the airport authority and other external governmental agencies
  • Look for opportunities to improve the team’s skills while fostering a culture of safety and compliance
  • Work to develop curriculums that are not only effective but that are targeted at positioning MIA as a leader in employee development
  • Minimum three years airline supervisory experience
  • Shift work-including nights, weekends and holidays
  • Must be self-motivated and detail oriented, team player
  • Minimum 3-5 years airport operations experience
58

Senior Specialist, Mdsi Customer Operations Resume Examples & Samples

  • Defines, collects and manages stakeholder requirements for US Customer Master Data
  • Develops and maintains production and process documentation (i.e. SOPs and guidance documents)
  • Investigates and provides business analysis for reported data issues and requests for customer information; recommends data quality and/or process improvements based on outcomes
  • Prepares materials for team meetings and stakeholder discussions
  • Assists the MDSI CM Integration team with requirements gathering, testing and maintaining quality standards on all projects
  • Delegates and manages work for supporting data stewards and subject matter experts
  • Cascades and facilitates communication within MDSI data stewardship team, MDSI leadership team, business application owners, IT Personnel, and outside vendors as necessary
  • Minimum of 5 years US Customer and Sales information related experience
  • Possess good organization capabilities, project management skills and exceptional communication skills
  • Ability to adapt and be flexible to changes in business demand and requirements
  • Advanced understanding of Master Data Management concepts and strategy
  • Advanced understanding of Customer Master data definition within the Pharmaceutical industry
  • Technical working knowledge related to database application development (developer or business owner)
  • Experience using Oracle query tools (i.e. Toad) including writing queries, exporting and interpreting query results
  • Good documentation skills
59

Director of Customer Operations Resume Examples & Samples

  • Defines measures of success and performance dashboards to steer execution and update management on achievement; manages delivery of performance metrics dashboards; tracks and reports on key metrics including retention, customer loyalty (NPS), customer satisfaction, and customer effort
  • Maintains and improves business forecasting and reporting process; drives reporting consistency across the Customer Experience team; manages performance and accountability of Customer Experience team through analytical reviews
  • Aligns with key stakeholders (Sales, Finance, Customer Analytics, etc) across the business; collaborates with finance team to generate reports related to retention and other Customer Experience team goals; drives and facilitates effective collaboration and communications between the Customer Experience organization and the dependent stakeholders
  • Responsible for the creation of objectives, key results, and metrics for strategic initiatives; accountable for the thorough implementation of high impact and diverse initiatives across the Customer Experience team; creation and management of continuous-improvement programs focusing on driving operational excellence
  • Proactively reviews and strives to maintain high levels of data quality, accuracy and process consistency
  • As required, act as executive sponsor or lead point of contact for Customer Experience within the company
60

Working Student for Global Customer Operations Resume Examples & Samples

  • First level support for the German sales team
  • Participation in international phone calls
  • Reporting and monitoring of projects and contracts
  • Calculation and transaction of bookings in the system
  • Documentation and filing
  • Creation of training material / international project activities
  • Holiday and sickness stand-in
  • Student at university or university of applied sciences
  • Preferred field(s) of study: Open for different fields of study (BWL, Economics, Marketing, Controlling, etc.)
  • Computer skills: Very good Microsoft Office skills (in particular Excel, PowerPoint, Outlook)
  • Language skills: Very good German and English skills
  • Soft skills: Reliability, analytical and structured way of thinking and working; willingness to familiarize with new software systems, very good communication and teamwork skills, ability to stay cool under pressure and deal with conflicts without getting personally or emotionally involved
  • Most important: Has fun to work in an international working environment
61

Director Customer Operations Resume Examples & Samples

  • Manages day-to-day centralized account support activity supporting sales, operations, CBOs, patients
  • Responsible for designing/operationalizing account support
  • 5-7 years customer service operations, call center, and leadership/management experience required
  • Honesty/Integrity
  • Adaptive
  • Resourceful
  • Positive Attitude/Motivational/Energetic/Passionate
  • Self-Confidence
  • Self-Motivated
  • Excellent Planning/Organizational skills
  • Leadership and people management qualities
62

Associate, Customer Operations Resume Examples & Samples

  • Qualifying leads, nurture Opportunities and turn them into a Sale
  • Researching organisations and individuals online
  • Contacting potential clients via email or phone to establish rapport and inform them about our products
  • Calling to clients to demonstrate what the company has to offer and obtaining new business
  • Maintain a high awareness and knowledge of our products ,the market, and internal marketing activities to ensure that all business opportunities are identified
  • Reporting weekly activities and sales as required
  • Maintaining and developing long term client relationships as well as identify, generate and win new business
  • Interface with other internal departments (Marketing, Business Units, Pricing)
63

Customer Operations Snr Transformation Manager Resume Examples & Samples

  • To develop and grow the sales and retention capability in COPs across all channels
  • To embed Sales Through Service activity as BAU into current Call Centre channel, process and practises through change management of those processes and creation of KPIs
  • Responsible for deployment plans and realisation of targets (through offer performance), participating in the programme deployment where appropriate and on-going as BAU following the technology implementation
  • Liaise with other sales channels to ensure an omni channel experience for sales activities is delivered
  • Own the development and the delivery of the KPI’s of key partners to ensure the correct performance is rewarded
  • Own the continuous improvement program for COPs and drive results across all major KPI’s
  • Deliver agreed revenue targets through Sales Through Service KPIs of Utilisation, Conversion, incentives & Fulfilment. Design and manage the retention strategy across all channels working with commercial functions
  • To continually review existing and emerging commercial practices and processes including measuring of ROI for all activities undertaken
  • Drive customer experience through effective partner management
  • E2E ownership of the continuous improvement program designed to deliver NPS leadership for COPs
  • To provide a balanced customer experience through improved commercial business processes without effecting existing customer experience metrics
  • Ability to deliver Operational results through developed relationships and collaborative working processes
  • Able to develop strong strategies focused around customer retention
  • Understanding of customer KPIs to drive performance for NPS
  • Digital experience
  • Commercial understanding and how commercial actions drive customer satisfaction
  • Tertiary qualifications
64

Customer Operations Leader Resume Examples & Samples

  • Strategy
  • Employee Development & Management
  • Service
  • Order Management & Sales
  • Contact Center Management
  • Outstanding analytical skills and proven track record of utilizing insights from data collection
  • Excellent time management and problem solving skills
  • Ability to lead, motivate, and inspire individual employees and teams
  • Interface with multi-level customer contacts to answer questions, resolve problems and recommend corrective actions where needed to rectify escalated situations
  • Strong leadership and change management skills
  • Functions well in a fast-paced environment and manages competing priorities
  • Builds strong cross-functional relationships within the Call Centers, and with Operations, Sales, Procurement, IT, Marketing and other functional counterparts within the division(s), area(s), region, and corporate arena
  • 10+ years of experience managing a global, multi-site customer service organization, preferably in manufacturing environment
  • Experience working with freight team and/or 3rd party provider required
65

Customer Operations Leader Resume Examples & Samples

  • Support the Feedback to Action cycle of Customer Insights Activation projects
  • Support with project management mindset the different Employee Experience, Supplier Performance and Patient Safety / process improvement projects with the SGM regions to ensure effective execution
  • Liaising with regional Service Operations personnel to ensure regulatory and quality requirements are met during routine operations
  • Supporting the ongoing process improvement and corrective action projects
  • Monitoring, driving and improvement of key customer operations metrics including but not limited to customer satsifaction, service report quality, safety screening, time to debrief, long open jobs, on time FMI and PM execution, on time CAPA closure and effectiveness
  • Working with different stakeholders and coordinating with regions to complete necessary actions related to customer operations and service quality processes and projects
  • Coordinating regions to provide updates on One Service execution including UDI and other digital improvement projects
  • Preparing and maintaining the Service Quality Dashboards and metrics, including but not limited to Complaint Metrics, CAPA Metrics, Recall execution, UDI and other Customer Operations projects
  • Working with other regions, global and modality teams to bring available/applicable solutions and best practices to SGM
  • Supporting the preparation of the Quality Management Reviews / Participating and supporting internal and external audits
  • Responding to routine quality related queries from other departments
  • Partner with Digital Operations team to lead the execution of different Service Quality digitization initiatives across SGM
  • Training of Service teams around service quality requirements
  • 5 + years service experience
  • 3+ years on processes and projects experience
  • 5 years of progressive work experience
  • Willingness to travel around 20% within SGM of the time
  • High proficiency in computer skills in Microsoft Office Suite products / standard project management software
  • Solid problem solving skills
  • Excellent communication skills; Able to produce clear, concise, accurate written communication, clearly conveying thoughts and ideas to peers, leadership and customers
  • Black Belt certified or familiar with Lean Six Sigma quality concepts and tools
66

Management & Customer Operations Intern Resume Examples & Samples

  • Work as part of a business analysis (BA) team
  • Locate and analyze operational data to answer business questions and drive performance improvements
  • Design analysis strategies and data mashups with big data to find answers to complex business questions
  • Present findings and recommendations to senior leadership
  • Learn about business process improvement (BPM), organization change management, and business operations
  • A student pursuing a business, operations or a degree in a related field
  • Proficiency with quantitative data analysis and Microsoft Excel
  • Ability to evaluate results, conduct cost-benefit analyses, and make business recommendations
  • Ability to interact, communicate, and present ideas to leaders and stakeholders
  • Eagerness to learn and ability to take direction
  • Professionalism regarding time, costs, and deadlines
67

Engineer, Customer Operations Resume Examples & Samples

  • 40% Lead the implementation and maintenance processes for new and existing Customers Perform as the Lead for the Customer Support Analysts and Customer Support Administrators
  • Provide user access administration for external customers requiring Crossroads Super User Ids and for enforcing SOX related processes and procedures
  • 100% Total Time (Must Equal 100%)
  • Continuous monitoring of production Application servers that includes system health, resource utilization, file transfer rate, database insert rate and logs
  • Monitoring of connectivity to upstream and downstream applications
  • Application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs
  • Validate the reports generated by the system properly
  • Starting and stopping of the applications after making sure that it is not affecting any critical milestones or stopping any of the running tasks abruptly
  • Trouble ticket management and resolution within company set guidelines
  • 20 % Troubleshooting
  • Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction
  • Prioritize the production issues by analyzing the logs, database entries and processes
  • Create and follow up on trouble tickets with respective teams
  • Update the tickets with relevant information
68

Customer Operations BA Resume Examples & Samples

  • Support the Customer Delivery Partner in delivering the go to market and business readiness activities
  • Work with the IT Business Analyst to develop use cases and test scenarios based on functional requirements and process mapping that help validate go to market readiness
  • Develops new customer journey maps, as needed, to support the change development and delivery
  • Provides insight on how customer experience will be impacted by the change
  • Develop and update customer journey processes, user design and customer experience as well as impact on CSRs and end customer
  • Provide support in shaping the scope of the change through impact assessment of processes, systems, and people
  • Supports the IT Business Analyst with requirements validation to ensure use cases are accurately represented for development and delivery
  • Works in conjunction with Customer Experience and Operations Improvement Team to link customer journey experience impacts to complaints and NPS inputs
  • Supporting the training/quality and business SMEs in defining training needs arising from the business requirements
  • Identify and report project issues and risks to the Customer Delivery Partner and the Project Manager
  • Experience in managing and delivering change in a fast paced changing environment
  • The successful candidate must be a detail orientated individual
  • The successful candidate will be a problem solver with a methodical approach
  • Have a strong ability to work to targets and deadlines
  • Have proven interpersonal, organisational and communication skills
  • Must work collaboratively and work well with others
69

Customer Operations Director Resume Examples & Samples

  • Provide strategic planning, direction and support to business/strategic development initiatives for designated customer
  • Directs the designated customer account globally to provide leadership oversight to customer and Quintiles assigned project teams and lead the development of and adherence by all project teams to an operations manual specific to the designated customer account for all product development projects
  • Lead the development of key customer rules of engagement and/or operational norms and ensure they are rolled out across the enterprise
  • Direct the delivery against key metrics, milestones, and contractual obligations for a portfolio of projects to encompass expectation setting and management against quality, time and financial objectives (e.g. project & portfolio margin targets)
  • Lead the review of a customer pipeline, opportunities pending, and future customer needs in support of the quarterly development of resource forecasts for delivery to the cost centers providing resources to the designated customer account (e.g. project management, QLAB, Phase I, ECG, data management, clinical operations, biostatistics, etc)
  • Serve as a member of the designated customer Operations and Governance Committee(s)
70

Credit & Collections Associate Manager of Customer Operations Resume Examples & Samples

  • Manage a team of individual contributors in a fast-paced environment
  • Interview, hire, develop and engage top talent while ensuring a pipeline of talent is established for future roles ensuring alignment with budgeted headcount
  • Lead, motivate and coach employees to develop their skills and career advancement
  • Analyze, develop, and report on team KPIs while driving for improvements
  • Proactively track and communicate daily, weekly and monthly goals at the individual and team level, identify and address performance issues, and assist with resolving client escalations as needed
  • Participate in strategic planning, budget management, and development of policies and procedures
  • Maintain a working knowledge of relevant Autotrader applications, product suites, clients, and reporting capabilities and share knowledge with team regularly
  • Plan, oversee and drive a culture of continuous improvement ensuring proper documentation of process maps, work instructions and procedures as needed
  • Work with peers across the organization and industry to establish and execute best practices
  • Ability to work flexible work hours and schedules
  • Must be able to handle multiple, competing priorities and deliver results in a fast-paced environment
  • Excellent communication skills (verbal and written), with strong interpersonal skills and strong attention to detail is essential
  • Ability to accommodate flexible work hours/schedule
  • Have requisite skills to support the specialty area to which the individual is assigned
  • Management skills and solution driven results that enable optimal performance of individuals and teams
  • Proven track record of leading, motivating, developing and coaching employees; building a high- performance team with demonstrated success and developing and retaining high performing employees
  • Proficient with MS Outlook, Word, Excel, Visio and the Internet
  • Some travel may be required
71

Dir, Customer Operations Resume Examples & Samples

  • Actively and consistently support all efforts to simplify and enhance the customer experience
  • Assist Call Center Vice President in attaining operational objectives by supplying relevant analysis of operating performance data as well as developing recommendations and action plans to address issues
  • Coordinate staff schedules in accordance with staffing objectives to ensure achievement of operational objectives
  • Improve the delivery of quality service through effective process improvement strategies to ensure customer satisfaction, one-call resolution and retention of customer base
  • Participate in the design and implementation of policies and procedures across multiple functions within call center operations
  • Coordinate quality monitoring activity in the call center through liaison with internal and external support resources
  • Develop and maintain operational and performance metrics and reports. Recommend action plan to resolve issues
  • Direct the efforts of local technology support resources in support of hardware/software maintenance and ensure change management activities minimize conflict with peak customer activity periods
  • Maintain documented facilities readiness plan; design and implement remediation actions to ensure compliance with corporate requirements
  • Manage all top-priority customer issues through to resolution and identify improvement opportunities
  • Develop and manage call center communications by employing multiple vehicles to ensure employee understanding and compliance
  • Ability to read, write, speak and understand English
  • Financial planning/analytical assessment skills
  • Solid understanding of workforce staffing/analytics
  • Proven track record of developing staff and maintaining a high level of employee relations
  • Mature judgment and individual initiative; ability to make sound decisions under pressure
  • Thorough knowledge of the operational components of running an call center, including infrastructure technologies, processes, procedures and call handling tools
  • Proficiency with PCs and Microsoft Office Suite
  • Ability to perform analysis using complex databases
  • Demonstrated ability to lead activities for both call center floor personnel and staff support operation
  • Bachelor’s degree or experience commensurate with a degree required
  • 5 years of experience at a managerial level working in a telecommunications call center required
  • Progressively responsible roles with proven ability to manage diverse teams
  • Develop and maintain operational and performance metrics and reports required
  • Extensive knowledge of the telecommunications industry
  • Ability to develop and execute improvement initiatives and lead reports through change
72

Manager, Global Customer Operations Resume Examples & Samples

  • Support launch of training platform (My Coach Journey) in Distributor network. Manage user profiles, troubleshoot helpdesk/support issues
  • Compile and communicate results for key initiatives (Mystery Shopping, Leather Services etc.)
  • Produce and distribute CI specific training tools
73

Associate, Customer Operations With Mandarin Resume Examples & Samples

  • Fluent in Mandarin and English
  • Self-starter who works effectively in a fast paced environment and is comfortable managing multiple requirements at the same time
  • Confident and credible on the phone with strong Sales skills
  • Proactive and motivated as well as enjoy working as part of a collaborative team
74

Mgr, Customer Operations Resume Examples & Samples

  • Develop and direct all aspects of Call Center and Claims department policies, objectives, and initiatives
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests
  • Collaborate on and implement the design of systems to gain customer feedback for Brink’s, identifying issues leading to customer dissatisfaction, and researching underlying root causes
  • Develop broad influence through a robust set of internal/external relationships across the organization; promote win-win outcomes within, among and across teams, using the diverse perspectives of others to achieve results and improve the customer’s experience
  • Develop recommendations for solutions, seeking support for implementing solutions and leading efforts to resolve issues
  • Prepare performance reports by collecting, analyzing and summarizing data and trends
  • Meet financial objectives by estimating requirements and managing an annual budget
  • Develop a plan to keep customers informed of change to support policies which could impact the client's business
  • Meet Service Level Agreements (SLA)
  • Achieve quality and continuously improve services
  • Participate in product quality review and complaint investigation processes as
  • Minimum of 7 year(s) experience in call center operations, managing larger teams with cross functional disciplines such as back office and claim processing
  • Minimum of 5 year(s) of direct management experience; including coaching, mentoring and team development
  • Must have operations Management experience in a financial, banking, or package logistics setting
  • End to end operations life cycle experience
  • Experience managing multiple sites
  • Ability to manage and prioritize multiple competing projects
  • Skilled in managing to metrics
  • Capable of creative solution-generation
  • CRM experience
  • Vendor management experience
  • Advanced influencing skills with the ability to view issues through a company and customer lens
  • Exceptional written and verbal communication abilities
  • Excellent interpersonal and presentation skills
  • Advanced change management skills
  • Advanced analytical, financial modeling and critical reasoning skills
75

Customer Operations Team Manager Resume Examples & Samples

  • Leading, motivating and inspiring a team of Customer Operations Representatives to deliver exceptional service to our customers
  • Acting as the key channel for open and timely communication both in and out of the team
  • Raising, addressing, resolving and learning from both operational and performance issues within the team
  • Working with the Resourcing Planning Centre to identify key areas for individual and team development in line with business requirements
  • Working with the Training Hub to create the team training & development plan and ensure any local on the job training needs are met
  • Performance management including 1 to 1s, coaching, training and development whilst ensuring that our employees are managed in-line with our people policies and procedures
  • Engaging and working collaboratively to drive success for the wider business gain
  • Using analytic skills on the data available to make informed decisions and drive actions for success
  • Strong leadership skills and experience with proven success in a similar Team Management position
  • Extensive experience in coaching and developing teams
  • Ability and desire, to help individuals / teams to achieve their full potential, this will include managing individuals / teams to perform to their expected level and having difficult conversations when required
  • Strong analytical skills with the ability to assimilate and interpret data to understand issues, inform, drive and deliver results
  • Ability to see the bigger picture and to think wider than the immediate team
  • Strong self-developer who continually drives own development
  • Required to achieve the Financial Services Regulation and Ethics Qualification (currently RO1) in the first year of role (max. 12 months)
  • Strong commercial focus
  • Previous experience in delivering an outstanding customer experience at management level
  • Proven success in inspiring a team to implement initiatives which drive team performance and improve customer and colleague experiences
  • Previous experience within Financial Services would be beneficial but is not essential. We would also welcome applications from Management level candidates from a Contact Centre, High volume administration or retail environment
  • Experience Managing Change and mitigating risk
76

UK Customer Operations Teammate Resume Examples & Samples

  • Answer as many quality inbound calls per day as presented and make outbound calls as necessary
  • Assist all inbound inquiries regarding tickets, ticket transactions, and ticket searches for buyers, explaining and researching inquiries as requested
  • Follow up to ensure issues are resolved; maintain comprehensive knowledge of StubHub’s international policies and procedures
  • Up-Sell and Cross-Sell while discussing ticket needs with customers
  • Researching orders and accurately updating information in computer systems
  • Troubleshooting lost event tickets, shipping issues, delivery problems, and ticket replacements in an efficient and timely manner
  • Exceed call centre metrics on a daily basis
  • Partnering to handle time-sensitive customer requests efficiently and effectively
  • Case management ownership through resolution for internal and external customers
  • Providing exceptional levels of service to every customer via phone and email
  • Effectively uses all available technology tools and resources to resolve customer inquiries
  • Develop and maintain knowledge of StubHub operations and their functions in order to direct customers to the appropriate department(s) or work group(s)
  • Develop and maintain a general knowledge of StubHub’s products and services
  • Provide regular feedback and suggestions on issues and procedures
  • Help identify solutions, not just problems
  • Mastery of all StubHub’s systems, processes, and protocols
  • Liaison for StubHub Dublin Customer Solutions to other organizations within StubHub
  • Assist management with implementation of new policies and procedures
  • Ability to complete extensive training for cross training of functions
  • Meet or exceed monthly/quarterly/annual conversion rate and team ticket sales goals
  • Record input from customers into StubHub and eBay tools and systems
77

Senior Customer Operations Resume Examples & Samples

  • Create and maintain a continuous improvement and goal-oriented work environment that combines learning, achievement, recognition and exceeds daily Operational Metrics against major floor operations deliverables
  • Quality and delivery of prescribed customer experience by LOB
  • Sales Conversion and Customer Issue Resolution
  • Operational Efficiency through AHT
  • Reduced operational expenses through execution of policy/procedure. (AEN’s, Breakage, Coupon Utilization)
  • Provide leadership and coaching of vendor management and employees. Includes closely monitoring center and employee performance management, identifying issues and working with vendor on solutions
  • Manage and lead contract and/or FTE on-site Service Delivery Managers in achieving performance objectives
  • Assume region-wide responsibility for key initiatives and/or activities
  • Engage with and influence decision making with key shared services stakeholders on the Reporting, WFM and Tools teams to drive/improve Service Delivery offering
  • Present business results and performance management strategy to all levels including VP level
  • Participate in and provide feedback during Annual strategy/budget discussion
  • Create innovative plans with vendors to drive and achieve revenue/quality targets through the integrated model
  • Identify, analyze, develop and recommend plans for increased vendor productivity
  • Effectively communicate the Expedia Inc. vision of the Business to our vendor
  • Lead calibration process with vendor Quality team and works with 3rd Party Quality vendor to ensure consistent Service Delivery
  • Constantly monitor and provide feedback on local issues (political, economic, social, natural disaster) that could impact the outsourcers operation and coordinates with Service Delivery Leadership
  • Regularly review business performance and Customer/Agent feedback both formally and on a proactive ad-hoc basis with Service Delivery Leadership as well as Expedia Inc. Line of Business Managers/Directors
  • Lead strategic planning efforts to integrate vendor initiatives with overall business plan
  • Partner closely and collaborate with the other GMs and Service Delivery Managers to ensure a consistent customer experience and the sharing of best practices
  • Promote excellence in vendor staff morale and ensure adherence to Expedia Inc. values internally and within our vendor work environment
  • Execute on key initiatives as agreed with core operations & project team
  • 4+ years of Operations management experience in dynamic customer care environment
  • 2+ yr of vendor mgmt experience
  • Must have local understanding of country labor laws and local nuances needed to support excellent contact center performance
  • Ability to effectively manage and motivate teams individually and through others
  • Flexibility to execute on heavy call volume in a fast-pace setting
  • Working knowledge of contact center technologies – keeps current with emerging changes in contact center industry and technologies
  • Proficiency in Excel, PowerPoint, Word and Outlook
  • BA or BS in Business or equivalent experience
  • LI-HH1
78

Customer Operations Director Germany Resume Examples & Samples

  • Serve as the primary operational management contact globally to the designated customer account; responsible for driving and ensuring appropriate communication channels are maintained and key customer expectations transcend the organization and are adhered to across the portfolio of projects
  • Act as the key relationship manager for designated customer; severe as the primary management holder for a designated customer escalation plan, recommend courses of action regarding client management issues; implement requisite action plans
  • Team member responsible for participation in the development and support of customer sales initiatives; activities to include, proposal and budget development, commercial feasibility of potential programs and impact on company operations and goals
  • Cascade to and ensure adherence to global best practices by all members working on the designated customer account
  • Demonstrated ability to deliver results to the appropriate quality and timeline metrics
  • Good team leadership skills
  • Strong software and computer skills, including MS Office applications
  • Ability to establish and maintain effective working relationships with coworkers, managers and clients
79

Director Customer Operations Resume Examples & Samples

  • Oversee management of our core systems to support our business – this includes Service Cloud CRM, KnowledgeBase, IVR, WFM, and Netsuite PSA
  • Identify, improve and implement changes to service & support processes and procedures involved in any tools, software, functions or policies
  • Responsible for delivering key operational metrics for our support & services business
  • Drive PS project setup and resource scheduling with the PS leadership team to ensure effective resource utilization
  • Make recommendations to assist in achieving service level objectives and make decisions with regard to team resources ensuring that appropriate productivity levels are maintained within the team based on forecasted volumes
  • Initiate strategic, as well as tactical, policy, workflow and performance standards development and implementation
  • Partnering with finance to ensure successful recognition of PS revenue
  • Program management of key operational programs and lead new functions and capabilities within the customer support organization
  • Manage critical internal projects, collaborating with other managers to resolve issues
  • Managing department financial objectives by forecasting requirements and actively participating in the development of the annual budget
  • Provide oversight and guidance to internal projects of high importance
  • Establish and ensure services processes and procedures are followed
  • Execute short and long term strategic resource planning for services group
  • Manage users, training and general upkeep of project and time-tracking systems
  • 7+ years’ experience in a fast paced, multi-channel software business
  • 5+ years’ leadership experience in complex, multi-product environments
  • Hands-on experience managing contact center operations teams, including resources management, incident management, business continuity and data analysis
  • Experience in leading through significant process, organizational and system changes with positive results
  • Strong written and verbal skills with proven ability to make effective presentations to C-level executives as well as Vertafore business units
80

VP, Customer Operations, Rogers Bank Resume Examples & Samples

  • Partner with CEO in leading the development and implementation of the company's strategic plan
  • Provide leadership and expertise to the Bank in design, development and implementation of strategic and operational activities and processes to align to the market strategy
  • Responsible for all customer-facing operations and go-to-market technical implementations
  • Devise strategies and formulate policies and procedures to ensure that the goals and objectives of the Bank are met
  • Direct all Bank’s front and back office operations, including all customer-facing operational services and processes, whether delivered internally or provided by third parties
  • Develop effective/efficient internal operational process and take full advantage of new technological developments
  • Accountable for the day-to-day operations of the following activities
  • Ability to challenge the status quo and inspire others to act
  • Ability to define, align and bring together the leadership team behind a unified strategic approach, a defined cultural imperative on how to deliver that strategic vision
  • Instill the accountability to drive successful implementation
  • Ability to define and articulate future vision
  • Identify the right strategies and assets required to win
  • Build a high performing culture that delivers because the team understands, believes, contributes and are accountable
  • Understand the customer journey and ensure the bank is where the customer is - through innovation, data analytics, and insights
  • Ability to leverage proven frameworks and leverage existing assets to deliver accelerated performance
  • Demonstrated executive leadership capabilities with strong background in financial services, preferably including credit card issuing
  • Proven ability to define and implement strategic initiatives
  • Strong analytical skill set and ability to translate strategies into action
  • Progressive experience in credit card business line management and bank operations, including management of third party service providers
  • Relevant experience and insight around leading edge financial services technology and forward thinking on how to utilize it for growing the business
  • Strong leadership, communication and negotiation skills
  • Aptitude for innovation and start-up business mentality
  • Excellent relationship building and management skills
  • Strong ability to build and develop a high performing team
81

Customer Operations Performance Analyst Resume Examples & Samples

  • Able to produce and present data efficiently
  • Excellent communication and stakeholder management skills
  • A strong Business Acumen
  • Excellent time management skills
  • Able to work under pressure to meet tight deadlines
  • Previous experience within a similar Performance Analyst role is desirable
82

Customer Operations Group Manager Resume Examples & Samples

  • Coordinate appropriate actions to execute customer solutions and retention, to achieve the FOCUS goals
  • Assist in the development of systematic approaches for assuring high quality services
  • Makes and implements recommendations for improved productivity, efficiency, accuracy, cost savings, safety, compliance, standardization, and revenue production procedures for a specific department by researching, reviewing, analyzing, and understanding business processes and translating that into business solutions
  • Attend to all Customer requirements/requests at the right time, applying the agreed processes to determine root causes and work with the Customer and DHL network to either resolve the identified issues effectively or escalate issues to the next level of responsibility for additional action
  • Respond to and gain support from the Operations, Commercial and CS colleagues required to support their respective functions in customer activities (both issues and opportunities)
  • Support and action requests pertaining to customer requirements and development
  • Pro-actively engage stakeholders in issues that will impact Customer service quality and follow-up until completion
  • May provide functional guidance, advice and/or training to less-experienced business process improvement professionals
  • Identify key barriers/core problems and apply problem-solving skills in order to deal creatively with complex situations
  • Troubleshoot and resolve complex problems
  • Ensure all program and initiatives direction and progress is communicated to all stakeholders
  • Oversee the completion of projects or assignments, including; planning, assigning, monitoring, and reviewing progress
  • Identify and highlight best practice and non-compliance fields and areas, promoting customer resolution
  • Ensure reoccurring issues are raised to the right management function and level for review and analysis followed by a plan of action for resolution
83

Customer Operations Team Leader Resume Examples & Samples

  • Day to day management of a small customer service team including performance management, and resolution of escalations
  • Provide leadership and support of 3 Business Support Associates
  • Review and approve EDI. End of month order management and order scheduling for wholesalers
  • Analysis/reporting of customer and operational activities to drive continuous improvement
  • Monitor and report and customer service and distribution KPI’s to local and global leadership groups
  • Problem solving – local business support and query resolution (touch point for commercial teams)
  • Management of Abbvie compliance to GS1 and state and national product catalogues
  • Review of customer service models, new product launches and changing business requirements
  • Support BPO with approvals of customer set ups, blocked order releases, product recall co-ordination; return approvals customer escalation and general order management
  • Provide support to AFS as needed on any customer collections
  • Foster a positive and collaborative environment for the team, consistent with the AbbVie way
  • Identify the specific skills needed to perform this job effectively (leadership skills, selling skills, computer literacy)
  • Strong team leadership skills
  • Drive for continuous improvement
  • Stakeholder engagement and relationship management
  • Competency in Qlikview
  • Excellent numeracy and problem solving capability
  • Ideally previous exposure to SAP and ‘order to cash’ business processes
  • Identify the knowledge, expertise, educational level required to perform this job successfully (product/industry knowledge, technical/business acumen, degree, professional certification etc)
  • Tertiary qualification in business/management or similar discipline
  • Describe the on the job experience level required to perform this job (management experience)
  • Experience in leading teams and managing cross functional programs
  • Pharmaceutical Industry, FMCG or medical industry experience and knowledge preferred
  • Confidence and ability to work with urgency in high pressure situations
  • Attend regular departmental meetings with manager/supervisor to build in continuous feedback mechanisms
  • Meet the requirements of ISO and Class A by complying with all relevant Quality policies and procedures to ensure the Quality objectives of the business are met
  • Comply with all relevant company Occupational Health, Safety and Environmental policies, procedures and work practices with the intent of preventing or minimizing accidental exposures to self, colleagues and/or the environment
84

Senior Mgr Customer Operations Resume Examples & Samples

  • This position requires a four year degree from an accredited college or university, with a preferred emphasis in business or engineering and seven years of experience in large electric construction, gas and electric operations, project management, or related work. In the absence of a degree eleven years of related experience is required
  • Primary residence must be within a reasonable distance of designated headquarters and within 40 minutes of an operating center in the zone(s) for which employee is responsible
  • Emergency response for gas and electric 24 hours a day, 7 days a week
85

Senior Analyst, Customer Operations Resume Examples & Samples

  • Coordinate with 3rd party VMI partner on communication of information to manage store-level execution, maintaining cost per unit (CPU) KPIs for each assigned account
  • Actively add, change and remove customer information within core systems
  • Participate in system testing relating to Customer Master
  • Preform ad-hoc troubleshooting relating to system synchronization and data feeds
  • Key Retail accounts operations and business requirements
  • Retail Operations systems and processes (eVMI, ESPF, i2, JDE/One World, Business Objects)
  • Business Software (Excel, Word, PowerPoint, Access, Visio)
  • Supply Chain
  • VMI & Merchandising Business Metrics
  • VMI & Merchandising Best Practices (Order timeliness, SLA’s, Optimization)
  • Data Analysis & Fact Based Selling
86

Customer Operations Mgr Resume Examples & Samples

  • Provide leadership in a virtual, multiple function environment that provides service to customers across the entire AEP service territory. Manage and oversee the daily operations of the Customer Operations Center(s) and where applicable, customer billing and maintenance, credit maintenance, customer web transactions and out-bound Direct Collections. Ensure understanding and provide consistent application of policies and procedures
  • Ensure a high level of quality assurance, customer satisfaction and departmental performance while maintaining low cost customer service. Provide feedback to operating company personnel, internal regulatory groups, and other business unit personnel regarding the impacts of customer policy, procedures, practices, and interactions
  • Manage resource utilization in a virtual 24x7 environment to meet commission mandated service standards and requirements. Establish goals, and prioritize and manage call center work along with customer billing and maintenance, credit maintenance, customer web transactions, and out-bound Direct Collections as needed to meet all commitments and goals
  • Perform key account management responsibilities with the operating companies regarding customer interactions. Provide strategic direction and information on customer issues to support operating company strategic goals, which includes developing and maintaining relationships with the operating company, other business unit personnel, and community involvement in order to provide necessary support and information
  • Protect company financials by proactively billing, making arrangements for, and / or collecting revenue as allowed by regulatory and legal guidelines
  • Serve as a key member of the leadership teams that manage the service restoration processes across the entire AEP service territory. Work with or act as the opco's Customer Assistant Liaison Officer during events declared as Incident Command System managed
  • Ensure timely resolution of requests received from internal and external customers, as well as being responsible for attaining customer satisfaction goals through effective work practices
  • Provide change management leadership. Seek opportunities for creative and innovative approaches to addressing organizational problems and process improvement opportunities. Lead the implementation of new system processes and technologies. Recognize and address change resistance as needed
87

Senior Rep, Customer Operations Resume Examples & Samples

  • Prior computer experience using Microsoft Office systems required
  • Publishes vendor delivery tracking reports and regional shipping alerts and notices
  • Creates and processes internal cases for returns and damaged
  • Researches and communicates customer inquiries regarding damage and product complaints
  • Applies advanced skills to resolve complex problems independently
88

Customer Operations Technician Resume Examples & Samples

  • Experience in Customer Service
  • Experience Fibre Cabling techniques (Installation, Termination & Testing)
  • Willingness to work a shift rota that includes day and night shifts
  • Experience of Cat5e / Cat6a /
89

Customer Operations Rep Resume Examples & Samples

  • 70% Truck Grain Settlements- complete simple grain accounting transactions to ensure timely and accurate processing of payments to farmer and commercial customers. Work with multiple locations, sales team members & customers remotely from a centralized settlement office. Utilization of AgHorizon’s In-House Grain Accounting System (Lynx), JD Edwards and SalesForce.com systems in conjunction with various MS Office applications. . Meet settlement transaction productivity goals, as established by the workforce management process
  • 20% Control & Compliance - Perform control and monitoring functions relative to accounts payable, accounts receivable including credit, state & federal warehousing requirements, customer account setup & modification, prepare customer communication updates relative to grain settlements, customer mailings and other duties as assigned
  • 10% General Support – Cash application, assist other co-workers as needed, assist with special projects as needed, and any other duties as assigned
  • 2+ years finance, accounting, customer service or related work experience
  • Demonstrated high levels of interpersonal communication, written and verbal communication, and documentation skills
  • Proven ability to execute complex and detailed processes and procedures timely, accurately and consistently
  • Ability to multi-task, prioritize work flow and complete tasks with a high level of organization, responsibility, and efficiency
  • Proven ability to adapt in a faced paced, changing environment
  • Demonstrated proficiency in multiple business applications: MS Office, Word, Excel, PowerPoint & Outlook
  • Demonstrated ability to accept accountability and to work individually and as part of a team
  • Demonstrated strong problem solving and resolution skills
  • Team oriented leadership and influencing skills
  • Strong customer service skills with ability to build and maintain lasting relationships
  • Able to perform basic calculations and mathematical figures
  • Ability to work extended or flexible hours as seasonal workloads require
  • Associate's degree or higher
  • Production agriculture and grain merchandising knowledge
  • Familiarity with SalesForce.com applications
90

Customer Operations Exec-the Times & Sunday Times Resume Examples & Samples

  • To provide general support to the Operations management team
  • To ensure that the information within the briefs has been understood and retained by agents, utilising e-learning tools
  • Participate in the testing of new technologies
  • Assist in training manual operational processes as required for the successful execution of (some) customer campaigns
  • To ensure this training is documented
  • Track and report on training outcomes and impact
  • Upload briefs and documentation to e-learning platforms
  • Work collaboratively with a variety of internal stakeholders, including marketing, technology, finance and editorial
  • Ability to prioritise your own work and the overall tasks of the team
  • Ability to work under pressure to tight deadlines
  • Excellent written and verbal English communication skills
  • Good knowledge of MS Word, Excel & PowerPoint
  • Some experience of designing and delivering presentations
  • Maintenance of activity diaries to support product implementation and delivery timeframes
  • Experience of using SalesForce service cloud an advantage
  • Experience of e-learning training platforms
  • Basic technical knowledge of and competence in websites, smartphones and tablets
  • Experience of working in a pressurised environment
  • Used to working in a target-driven environment
  • Experience in working in a contact centre environment
91

Director of Customer Operations Resume Examples & Samples

  • Drive effective and consistent use of operating systems (SFDC, CIT, CPQ, Oracle, etc.), identifying and executing best practices and system enhancements to improve the customer experience and team productivity
  • Provide colleagues with continual feedback on performance and areas of improvement; this includes conducting performance reviews and supporting individual development activities
  • Recruiting, hiring, training, and retention of new and existing colleagues
  • Maintain a deep understanding of Entrust Datacard business processes and system applications within Global Customer Operations
  • Provides superior customer experiences to customers, partners, and internal Colleagues by consistently demonstrating Entrust Datacard core values
  • 8+ years of leadership experience, preferably with experience leading customer service operations
  • Ability to successfully deliver multiple complex projects simultaneously, meeting timeframes and quality standards
  • Ability to travel, including internationally. Less than 10% travel expected
  • Multilingual skills a plus, especially Spanish or Portuguese
92

Director Customer Operations Resume Examples & Samples

  • Ensure operational excellence from order receipt through shipping and invoicing, working with cross-functional partners to create an excellent customer experience
  • Lead and participate on cross-functional project teams to facilitate and implement successful improvements to business processes and develop performance metrics and team goals
  • Establish and manage team deliverables, ensuring that service-level objectives are consistently met or exceeded, with a focus on quality, accuracy, timeliness and effective communication
  • Provide guidance to team on a daily basis to effectively and swiftly resolve escalated issues, and/or to prioritize items needed from operational areas
  • Motivate, lead, and support the leadership team and colleagues to provide excellent customer service
  • Conduct regular staff meetings with leadership and teams, providing updates and receiving feedback
  • Proactively implement strategies to improve employee satisfaction and deliver quantifiable results
  • Demonstrated ability to lead in a matrix organization with strong influencing and change management skills
  • Highly organized and results-oriented with a sense of urgency
  • Demonstrated ability in delivering customer satisfaction
  • Proficiency with Microsoft Office
  • Must be able to lawfully work within the US and have unrestricted work authorization for US
  • Customer Operations leadership experience in a service or manufacturing environment utilizing integrated business systems
  • Familiarity with Oracle EBS, specifically for order management
  • Proficiency with Salesforce.com or another CRM system
93

Senior Manager, Global Customer Operations Resume Examples & Samples

  • Develop next generation holistic (GCO) implementation framework to take onboarding EAN partners into the system and call center to the next level (including change management and all life cycle events)
  • Partner with Operations Teams to develop and build methodologies and agree on clear implementation to operations hand over
  • Own, document and maintain a scalable End-To-End Launch Process, including (but not limited to) training, telephony setup, Workforce Planning impact analysis, agent tools readiness and affiliate communications
  • Own GCO involvement with pre-sales process when requested (i.e. pitch GCO Offering & RFP Information Gathering)
  • Lead the Global GCO: Connect team (3 implementation managers) and all its daily functions
  • Manage (via dotted line) the Affiliate Voyager Implementation Process and partner with GCO Technology & Product to ensure SLAs are met and there is a robust/scalable process in place
  • Work cross-functionally with the EAN Sales Team, Partner:Connect, Customer Operations, Technology, and Finance teams
  • Partner closely with Global Sales Teams to provide Customer Operations leadership (including leading and participating in partner-facing discussions) and influence new EAN affiliate business opportunities
  • Evaluate pipeline trends & new partner Customer Operations needs/requirements
  • Lead and establish GCO implementation methodologies across the EAN team and GCO Team
  • You will identify, analyze, develop, and recommend plans for improved Offline Service effectiveness of new partners based on industry & market pipeline trends
  • You will participate in EAN Sales Leadership & Pipeline meetings to represent Customer Ops requirements and interests
  • Regularly monitor and provide feedback to the EAN GCO Leadership Team and EAN Sales Teams on the impact of new affiliate requirements to overall EAN GCO support model
  • Responsible for leading Global GCO Pipeline Reporting & Evolution
  • Post Go Live Review - if deemed appropriate perform a post launch review & analysis to focus on performance and optimization opportunities
  • Drive innovation by working with Partners and the global Sales organization to continuously monitor Partner needs, understand key areas of improvement and implement changes where applicable
  • Work closely with the business, ensuring they have all necessary support from a GCO implementation perspective they need
  • Remain visible to the business units at all times ensuring a premier level of service is maintained
  • Bachelor’s degree plus 3 – 5 years of implementation or launch management experience supporting a complex dynamic business
  • Global people management experience and flexible working in multiple time zones
  • Fluency in an additional language other than English is a nice to have. Willing to travel domestically and internationally as needed and requested
  • Project management big picture thinker in cross-functional environment
  • Skilled and analytical problem solver
  • Experience with change management & streamlining processes while dealing with ambiguity
  • Great teammate who is flexible
  • Strong communicator with excellent influencing & negotiation skills
  • Expertise in Excel, PowerPoint and Word (Visio recommended & Salesforce preferred)
  • Experience presenting to and working with senior leaders; has the gravitas to push back regardless of who is pushing. Partner and customer facing environment while engaging with sales teams
  • Manage multiple priorities at once and coordinate with multiple partners at once
  • LI-JH2
94

Director, Customer Operations Resume Examples & Samples

  • Account inventory analysis oversight
  • Accounts Receivable and Overage Storage
  • Contract and savings compliance and tracking/reporting
  • Project management
  • Engagement of appropriate resources to resolve service issues
  • Identification of potential opportunities to drive new revenue and engage appropriate resources to assist with the growth opportunities
  • Identification of process improvement opportunities and leadership of projects to drive efficiencies
  • BS Business or other related field or equivalent combination of education and experience
  • Proven and successful experience leading distributed and virtual teams including customer service, distribution and document management
  • Strong leadership, people management, and team building skills necessary. Previous management experience required
  • Demonstrated ability build and maintain strong business relationships, internally and externally
  • Excellent verbal and written communication skills. Ability to articulate concepts clearly and document procedures
  • Aptitude for evaluation, problem solving, planning, and organization
  • Ability to manage multiple priorities in a fast-paced, changing environment
  • BS Business or other related field
  • Ability to lead teams through organizational change while exceeding improving operational excellence and employee engagement
  • Excellent interpersonal skills with the ability to interface with all levels of the organization
  • Experience defining and implementing transformational business strategies
  • Strong organizational skills and the ability to exercise judgment in prioritizing tasks in order to meet schedules and deadlines
95

Director, Customer Operations Resume Examples & Samples

  • Lead team, including arvato, to successfully govern and execute underlying processes necessary to facilitate accurate customer ordering, fulfillment and invoicing
  • Establish business partner relationships with Cardinal Health Commercial Teams, Customer Service and IT
  • Collaborate with Cardinal Health shared services and centers of excellence to leverage best practices
  • Lead successful integration of business expansion opportunities and other projects
  • Maintain a proper internal control environment over processes and data; support audits and reviews
  • Ensure positive customer experience in an efficient and cost effective manner
  • Proactively identify resource needs, including IT-enabled solutions, to meet short and long term business objectives
  • Effectively use metrics to inform day-to-day business activities as well as management communications on overall health of processes
  • Ensure CAH and the third party providers teams are properly trained on process, tools and technology
  • Enable front line third party providers Customer Service Agents to consistently meet customer needs in compliance with established business policies
  • Ensure discrepancies are resolved in a timely manner and root causes addressed to reduce errors
  • Act as a subject matter expert, including sponsorship of IT-enabled solutions
  • Advise management of changing needs of customer base and recommend process, system, organization changes to accommodate customer requirements and increase productivity
96

Specialist, Customer Operations Resume Examples & Samples

  • Interacts and interfaces with therapeutic area Commercial, CDMA and R&D Managers
  • Coordinates function between Commercial, CDMA and R&D teams to drive consistency in HCP engagements
  • Consultancy Contract Management
  • Obtain CVs for all HCPs and stored in central repository
  • Prepares (and amend as necessary) HCP materials and deploy to HCPs: Welcome Packet, Contract, W-9 Form, HCP payment logistics form, meeting evaluation form and other relevant documentation
  • Collaborates with project originator to process and submit contract payment authorization
  • Reviews all event related documentation for completion and payment authorization (such as sign in sheet, performance deviation form, re-evaluation form and advisory board meeting report)
  • Review contract language and prepare standardized and routine alternative language responses to negotiate contract modifications
  • Status updates provided to internal stakeholders on consultant HCP feedback
  • Reviews payment uploads from Customer Operations Coordinator
  • Identifies and highlight areas for potential improvement and make associated recommendations
  • Ensures appropriate financial caps and clearing-house activities are properly managed
  • Works closely with cross functional teams to oversee internal and external approval of contracts
  • External Communication and Follow-up
  • Coordinates with all HCPs during contracting process for participation in consultant engagement for Commercial, CDMA and R&D
  • Initiates all consultants' communications and follow up in support of contract completion
  • HCP Advisory Board Process Support
  • Provides status updates to internal stakeholders on advisory board participant acceptance and declines
  • Interfaces and coordinates with designated Event Management and Agency partners, and Advisory Board business team lead for decision making on meeting logistics, venue, etc
  • Organizational coordination and timeline adherence (e.g., status updates)
  • Tracks and monitors for program timeline adherence
  • Facilitates trafficking and the Advisory Board/Consultant meeting process
  • Manages dialogue and on-going communication with HCPs regarding advisory board logistics and processes
  • Works with business team to prepare advisory board meeting evaluation form
  • Post Meeting Management
  • Participates in post meeting business team debrief and supports business team with any outstanding requests and follow through
  • Tabulates meeting evaluation results into a scorecard and distributes to internal team (stored in central repository)
  • Confers with Agency partner to confirm that all HCP spend is reported into supplier exchange (honoraria, travel, food and beverage, etc.)
  • Confer with Agency partner to obtain Advisory Board Meeting Summary
  • SME: HCP ENGAGE System Support
  • Provides and gathers feedback and insights into HCP Engage system modifications and enhancements
  • Provides data and metrics reporting specific to HCP Engage system and user experience
  • Implements HCP Engage System training and support as needed
  • Submission of On Behalf Of (OBO): BNAs (based upon request from originator and identified business needs; supports of Customer Operations Coordinator)
  • Provide feedback for Customer Operations Manager participation in status calls
  • Dotted line Managers for Customer Operations Coordinator
  • Experience in interacting with HCPs