Global Customer Service Resume Samples

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KT
K Treutel
Kasey
Treutel
4003 Bashirian Isle
Chicago
IL
+1 (555) 362 0361
4003 Bashirian Isle
Chicago
IL
Phone
p +1 (555) 362 0361
Experience Experience
Philadelphia, PA
Project Manager Global Customer Service
Philadelphia, PA
Von-Kulas
Philadelphia, PA
Project Manager Global Customer Service
  • Define, build and implement our project management capabilities
  • Continuous improvement mindset
  • Project Management of Global Customer Service Projects
  • Facilitate continuous improvement for projects
  • Build and maintain tools for regular customer service KPI reporting across regions
  • Active lead and implementation of assigned projects
  • Collaborate with various stakeholders and lead change process
Chicago, IL
Manager Global Customer Service Analytics
Chicago, IL
Pouros, Murazik and McDermott
Chicago, IL
Manager Global Customer Service Analytics
  • Monitor and measure CS performance using a variety of tools and techniques and ensuring global consistency. Derive intelligences to identify and quantify variances and help to drive operational/process improvements to increase quality/decrease cost
  • Ensure data consistency and quality in all variety of tools (mainly Salesforce)
  • Collaborate with various cross-functional business partners to structure solutions to data and business questions
  • Maintain global management reports and executive dashboard
  • Provide trend analysis and detailed insights into KPI and Metrics
  • Review/monitor/audit the data and reports of our Global Contact Centre Outsourcing partner, steering on compliance, continuous improvement, global consistency and leverage of best practices
  • Advise regions with improving their CS operations and building their capabilities through data analysis: consultancy, best practices from across the Group, external benchmarks and WFM, driving data analysis-based continuous improvements
present
New York, NY
Customer Service Manager, Global Accounts
New York, NY
Ward and Sons
present
New York, NY
Customer Service Manager, Global Accounts
present
  • Responsible to drive continuous improvements in all aspects of service delivery to a customer
  • Develops and builds strong relationships with Sales, Operations and other cross functional teams
  • Develops and maintains expertise on Equinix products and services
  • Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues. Proposes and develops solutions cross functionally to solve non-standard customer requests
  • Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation phase
  • Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system)
  • Understands customers’ footprint and contractual agreement. Proactively works to ensure contractual agreements are adhered to
Education Education
Bachelor’s Degree in Engineering
Bachelor’s Degree in Engineering
Liberty University
Bachelor’s Degree in Engineering
Skills Skills
  • International scope: integrate, on an international level, extensive knowledge, techniques and practices to conduct negotiations
  • Strong Leadership skills
  • Strong Customer Service
  • Autonomy: rules, uses and working procedures define the scope of the function. In front of certain cases, it is necessary to interpret them. Responsibility: a regular increase of revenues and/or margins and/or productivity and/or quality
  • Complexity: implementation of knowledge leading to solve current problems in a business area
  • Communication: advise or establish recommendations to facilitate and optimize the job results of others
  • Capacity of organization: the job function involves to define the working plan for others with means determined by others
  • 1 year of experience in similar domain
  • Experience with BioMerieux ID/AST product lines (VITEK MS, VITEK 2…)
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13 Global Customer Service resume templates

1

SVP Global Customer Service Resume Examples & Samples

  • Eduaction: Bachelors Degree/ Masters Degree highly preferred
  • 10+ years of relevant experience in designing and developing Global Customer Support organisations
  • Experience developing global CRM solutions
  • International experience, ideally working with partnering companies, both on and offshore
  • Proven track record of successfully turning around Support organizations
  • VP or leadership position of large global call centers
  • Leadership Skills - Ability to motivate a global team to achieve success and surpass team goals and metrics
  • Process Skills - Ability to develop global processes that will improve team effectiveness and efficiency
  • Organizational Skills - Able to manage time effectively to meet deadlines
  • Great Communication Skills - Provide clarity and understanding to the team, clients, and management
  • Project/Product Management Skills - Ability to manage multiple projects from inception to implementation
  • Experience in managing P&L
  • Experience in procurement of multi-year partnering/supply arrangements
  • Experience working with outsourced vendors
  • Technical background preferred
  • New York, Boston, Centennial, Raleigh, London
2

Manager Global Customer Service Analytics Resume Examples & Samples

  • Monitor and measure CS performance using a variety of tools and techniques and ensuring global consistency. Derive intelligences to identify and quantify variances and help to drive operational/process improvements to increase quality/decrease cost
  • Ensure data consistency and quality in all variety of tools (mainly Salesforce)
  • Collaborate with various cross-functional business partners to structure solutions to data and business questions
  • Maintain global management reports and executive dashboard
  • Provide trend analysis and detailed insights into KPI and Metrics
  • Review/monitor/audit the data and reports of our Global Contact Centre Outsourcing partner, steering on compliance, continuous improvement, global consistency and leverage of best practices
  • Advise regions with improving their CS operations and building their capabilities through data analysis: consultancy, best practices from across the Group, external benchmarks and WFM, driving data analysis-based continuous improvements
  • Support the execution and implementation of improvement projects resulting from analysis and prioritized by the business, including measurement of the impact of changes and benefits delivered. E.g. Process improvements to increase CSAT
  • Support the Senior Global Consumer Service Manager in ensuring consistency of reporting, alignment of regions, delivering expertise and execution of initiatives
  • Functional expertise in the Customer Service operations function, preferable in a Direct to Consumer operating model
  • Experience with Salesforce, CS process management and business planning
  • Passionate about putting the customer at the heart of everything we do
  • Strong analytical skills: ability to draw conclusions from data and distill from complex operations environments key insights and the ability to come up with recommendations, solutions and initiatives (incl. business case development) on how to structurally improve the efficiency and effectiveness of the relevant business processes
  • Excellent communication and presentation skills: ability to inform and convince different types of internal and external audiences of (senior) management, represent the Consumer Service team effectively across the organization and demonstrate the ability to help drive operational excellence in a fact-based manner
  • Ability to combine determination and a goal-orientated, pro-active attitude with flexibility and a natural habit of exploring new and better ways of achieving results
  • Strong project management skills and practical, hands on mentality
  • An entrepreneurial, hands-on, collaborative attitude and a strong work ethic
  • Bachelor or Master degree (e.g. in Business, Marketing, Economics, Mathematics, Computer Science)
  • 4 years of experience in Business Analytics/Customer Service process optimization or equivalent professional experience
  • Experience working for a global brand in an international capacity and in settings requiring cross-cultural sensitivity is a plus
3

Customer Service Rep-global Services Resume Examples & Samples

  • Receives telephone calls from customers to answer inquiries on various issues, including orders, bills, and shipments. Issues call tags (merchandise returns), credits, and traces customer order shipments. Handles sensitive customer issues
  • Interacts with sales TSM’s to inquire about products and the calls of customers intending to place orders
  • Interacts with Distribution Center TSM’s regarding post order inquiries. Also inquires on the status of NSI (non stocking item) orders
  • Applies customer credit card payments and ACH payments and/or directs payments to bank lock boxes. Also collects payments from customers contacted by the Credit department
  • Issues refund checks to customers
  • Processes order cancellations and back order cancellations
  • Participates in special projects and performs other duties as needed
  • Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments
4

Intern Global Customer Service Resume Examples & Samples

  • Currently a Business or Marketing student at a university or other instance of higher education- Enrolled for the complete duration of the internship (6 months)
  • Only applies to EU citizens due to working permit regulations
  • Knowledge of (global) Customer Service
  • Advanced Excel and PowerPoint skills
  • Knowledge of basic Project Management processes & tools and SharePoint an advantage
  • Skills in any subset of big data technologies, text analytics, information integration or algorithmic background in statistical and predictive modelling are an advantage
5

Senior Manager, Global Customer Service Resume Examples & Samples

  • Lead the process to develop a global, multi-year strategic roadmap to align business goals and processes
  • Lead the Global IT Service Desk and the delivery of IT services
  • Collaboratively establish Service Level Agreements (SLAs) and consistent processes
  • Identify, document and analyze data to understand performance metrics, why customers are satisfied/dissatisfied, along with their attitudes, motivations to develop deep insights into customer needs and behaviors
  • Benchmark, set targets and manages scorecards
  • Guide the analysis of complex business problems/projects, requiring extensive data collection and consideration of multiple factors (process, organization, regulatory), to prioritize customer experience improvements recommendations
  • Ensuring customer satisfaction measures are relevant and actively monitored, including on-going VOC
  • Plans and leads the implementation of end-user service solutions throughout the organization
  • Develops, maintains and implements policies and procedures for optimal desktop services delivery and end-user support
  • Works closely with IT functions and leaders to provide global support with tools and capabilities to result in high levels of customer satisfaction
  • Ensures continuous improvement to the end-user services that are aligned with customer’s needs and the IT strategy
  • Builds and maintains productive business relationships with peers, business, vendors and customers at a global level
  • Minimum of 12 years related work experience, plus Bachelor’s Degree, or Masters with 11 years related work experience required
  • Experience leading global customer service teams
  • Expert knowledge of global customer service call center operations and practices in an enterprise setting required
  • Experience developing and executing on a strategic plan for global customer service operations required
  • Demonstrated experience leading teams through change in customer experience and inspiring teams to deliver integrated and high quality solutions
  • Extensive experience with customer analytics and problem-solving
  • Ability to influence large, diverse groups through fact-based analysis and decision-making
  • Ability to communicate technical information to non-technical audiences
  • Ability to travel domestically and internationally
6

Specialist, Global Customer Service Resume Examples & Samples

  • Manage relationships with the customers’ operations and decision-making contacts and serve as focal point for issues relative to core application, products and operations
  • Collaborate with internal business partners to manage and/or facilitate the internal development and support of any new product and/or technology enhancement, ensuring the customer ‘voice’ is taken into account
  • Demonstrate the ability to negotiate, resolve and present to internal/external customers
  • Simulate or recreate user issues to resolve operating difficulties
  • Identify opportunities to grow MasterCard revenue by cross-selling MasterCard tools, services and education. Recommend and implement business or process improvements, while recognizing global perspectives
  • Identify and deliver against business, corporate and division objectives, opportunities, and commitments
  • Demonstrate a high-level understanding of all MasterCard products/services and how they interact
  • Proactive involvement in business planning with customers and internal partners to manage expectations in support of achieving strategic, mutually shared objectives
  • Demonstrate leadership qualities, displaying mentoring ability, project leadership and delegation on an as-needed basis, follow-through, team participation and self-management. Support Account Teams with operational/business needs
  • Strive to ensure a customer's overall operations satisfaction with MasterCard Worldwide
  • Technical/operations experience within financial/payments industry
  • Advanced credit and/or debit card knowledge
  • Account management experience preferred
  • Excellent interpersonal, negotiation, and conflict resolution skills with strong written and verbal communication skills
  • Advanced analytical, problem resolution and project management skills required
  • Capability to train and develop junior staff
  • Ability to adapt personal work style to accommodate an ever changing, diverse and global environment. Ability to organize and prioritize tasks based on current business needs
7

Global Customer Service Manager Resume Examples & Samples

  • Provide senior leadership for global SIS MRO purchase order and contract performance in support of achievement of the MRO operating plan relating to daily shipments, revenue and cash
  • Primary interface to global central SIS contracts team, Business Development team and Repair Administration team leads across the SIS MRO network
  • Demonstrated expertise in Customer Relationship & Customer Satisfaction Management
  • Primary point of contact for reviewing, assessing and uniform flow down of repair site contracts and proposals in regard to profit potential, possible Company risk factors, and special problem areas and providing recommendations for accomplishment of strategic goals and objectives
  • Establishing and maintaining appropriate purchase order & contract management standards, controls and reporting methods
  • Coordinating and assisting Financial Shared Services (FSS) to achieve operating goals for cash flow, accounts receivable and operating income through best in class execution of daily business, contracts management and building proactive customer relationships
  • Primary SIS MRO point of contact to achieve satisfactory resolution of major customer contract or purchase order related issues
  • Development of improved contract administration procedures and problem resolution techniques for the betterment of the global SIS MRO network
  • Ensuring customer order integrity through periodic audits of orders processed and the ERP (SAP) system
  • U.S. citizenship
  • 6-10 years’ experience in aerospace contract management
8

Specialist, Global Customer Service Resume Examples & Samples

  • Good customer service experience
  • Above average interpersonal skills
  • Intermediate computer skills (Mainframe, Microsoft Office, Lotus Notes)
  • Analytical/problem solving and planning skills and the ability to organize, multi-task and prioritize work based on current business needs
  • General understanding of software patterns and concepts, programming languages, database structures, and related operational protocols
  • Ability to deliver training to junior members
9

Senior Specialist, Global Customer Service Resume Examples & Samples

  • Have you provided Product support on new technology at a global scale?
  • Are you wanting to be part of a new dynamic team?
  • Is leading edge technology and being part of a Global company exciting to you?
10

Senior Specialist, Global Customer Service Resume Examples & Samples

  • Resolved customer inquiries
  • Provide reports to Mgmt & product on trends
  • Conducts trainings to customers on best practices
  • Demonstrates ability to provide improvement ideas to Mgmt & Product
11

Global Head of Customer Service Convergence Management Resume Examples & Samples

  • Represent Global CS in the Global SOP Express
  • Function as working arm of the Convergence Board
  • Lead and manage the Convergence Framework for CS
  • Ensure cross-functional readiness for inter functional projects
  • Propose end to end business processes / tools and cross-functional interoperability standards and in the areas of Convergence
  • Provide regular updates to the CS Excom on the progress of convergence projects
  • Maintain the corporate business dictionary
  • Propose and define cross-functional and CS touchpoints and standards
  • Maintain the pipeline of new and / or changed capabilities
  • Represents CS in the BP&S Change Control and Capability Pipeline Groups
  • Ensure individual project deliverables are met
  • Ensure compliance with end to end CS process / tools and interoperability standards
  • Review and proposes deployment approach and schedules (in alignment with CS Roadmaps)
  • Monitor and report on the project progression against plan
  • Escalate cross-functional issues and concerns to the CS Excom and/or Convergence Board
  • Assess impact of proposed changes to processes and standards and recommend implementation strategy
  • Agree standards and tools for documentation of processes and associated standards "One Stop Shop"
  • Review status and prioritize steps
  • Resolve escalated issues and manage program risks
  • Drive cost & productivity management from a global and regional perspective based on overall business strategy and models (e.g. best in class sizing and productivity goals)
12

Global Customer Service Resume Examples & Samples

  • Liaises with technical and business teams to provide feedback and resolve customer issues
  • Drives the digital payment support for your region and is part of challenging/exciting regional rollouts
  • Becomes the Voice of customer by providing insights to product and other teams based on our data
  • Provides cross-departmental training to colleagues and teams
13

Customer Service Manager, Global Accounts Resume Examples & Samples

  • Manages new and existing complex customer installations, working cross functionally to deliver services in the agreed upon timeframe and according to customer expectations. Leads internal collaboration sessions to ensure quality assurance and control during the planning and implementation phase
  • Responsible to drive continuous improvements in all aspects of service delivery to a customer
  • Responsible for customer satisfaction for a portfolio of customers measured via customer surveys and other methods
  • Educates and orients customers in Equinix policies and procedures and customer facing support and ordering systems
  • Conducts customer meetings and Quarterly Business Reviews. Responsible for preparing customized presentation material as required by customers and account team
  • Collaborates cross functionally with other countries and regions in the planning, reporting and delivery of multi-region deployments
  • Demonstrates proper and prescribed use of Equinix systems, tools and processes (e.g. case management, ticketing system)
  • Develops and builds strong relationships with Sales, Operations and other cross functional teams
  • Collaborates with Marketing to identify potential customers for case studies for Equinix
  • Degree level qualification, preferably in a technical subject
  • Experience in a high pressure, customer facing role
  • Experience working in a regional/global team and in a matrix environment
  • Proven track record in building positive relationships with customers
  • Collaborative personality and able to build strong personal relationships
  • Good competence in English is essential
  • Able to interact with all levels of internal and external customers
  • Ability to plan, execute and manage high volumes of work
14

Intern Global Customer Service Resume Examples & Samples

  • You will be part of a team responsible for all matters related to Training and Change Management within the Global CS team and will take part in designing and improving the Digital Training program for our Global Operations
  • You will be involved in conducting training sessions for our Global Team with the material that you have designed. You will also be required to learn about our Salesforce.com CRM platform which is Salesforce.com
  • You will help to keep track of the changes implemented by our Salesforce.com Product Teams and to assess their impact on Global Operations by monitoring Key Performance Indicators and users’ feedback
  • Currently a Business or Computer Science student at a leading university or other instance of higher education, with a preference for demonstrated experience or a minor in Education Sciences - Enrolled for the complete duration of the internship (6 months)
  • Excellent communication and presentation skills, proactive, independent, creative and flexible
  • Outstanding command of English, and advanced MS Office skills
15

Customer Service Supervisor Global Logistics Resume Examples & Samples

  • Provide leadership and direction and ensure optimum productivity
  • Train/Coach others
  • Proficiency in World Courier systems (WorldSTAR, BioSTAR, OpSTAR, OptiView, etc.) Preferred, but can be trained
  • Communicate and build professional relationships o Approachable
  • Motivate others
  • Professional conduct and role model for the department
  • Minimum of 2-3 years industry experience preferred
  • Minimum of 2-3 years leadership experience preferred
  • Excellent communication, administrative and interpersonal skills are essential
  • Ability to recruit, train, motivate and manage associate's performance
16

Manager, Global Customer Service Resume Examples & Samples

  • Manage and lead a diverse team of employees who are the first point of contact with our customers within the core/key account vertical
  • Ensure we are developing top talent and defining career growth opportunities
  • Build relationships and enhance collaboration with internal stakeholders and external customers
  • Use data and reporting analytics to rigorously manage customer queries, identify market trends, and represent the customer internally
  • Align with other GCS sub teams to ensure we are optimizing customer support and team output
17

Global Customer Service Manager Resume Examples & Samples

  • Develops the team members expertize in order to meet internal and external needs of the department
  • Optimizes and manages the team members support activity for the concerned range
  • Promotes the voice of the customer in the projects
  • Ensures the follow up of the training plan defined by upper level management.
  • Ensures teams apply the Quality Assurance processes in collaboration with Quality Management Representative
  • Experience with BioMerieux ID/AST product lines (VITEK MS, VITEK 2…)
  • Bachelor’s degree in engineering or biology
  • 1 year of experience in similar domain
  • Complexity: implementation of knowledge leading to solve current problems in a business area
  • Communication: advise or establish recommendations to facilitate and optimize the job results of others
  • Capacity of organization: the job function involves to define the working plan for others with means determined by others
  • Autonomy: rules, uses and working procedures define the scope of the function. In front of certain cases, it is necessary to interpret them. Responsibility: a regular increase of revenues and/or margins and/or productivity and/or quality
  • International scope: integrate, on an international level, extensive knowledge, techniques and practices to conduct negotiations
18

Project Manager Global Customer Service Resume Examples & Samples

  • Project Management of Global Customer Service Projects
  • Active lead and implementation of assigned projects
  • Define, build and implement our project management capabilities
  • Facilitate continuous improvement for projects
  • Assure availability of project charters and tactical implementation plans
  • Creating transparency by defining and maintaining data structure for analysis and reporting within the sales & marketing organization
  • Build and maintain tools for regular customer service KPI reporting across regions
  • Collaborate with various stakeholders and lead change process
19

Global Customer Service Process Manager Resume Examples & Samples

  • Lead business owner on Advanced Customer Service (ACS) project work streams to develop and implement digital commerce tools for our customers and internal stakeholders across customer care, commercial sales, marketing, credit, finance and IT functions
  • Ability to develop and execute multiple priorities and approaches to meet customer experience objectives
  • Act as a change agent to influence process alignment across all business functions & regions
  • Develop, track and analyze global metrics specific to ACS & other Global Customer Service projects
  • Work with teams to establish governance of globally aligned processes, metrics and tools
  • Proven skills in problem solving, identifying root cause and recommending corrective actions
  • Build strong relationships and networks with regional and global teams across various business functions
  • 10+ years of experience in Customer Service, Operations, Supply Chain or Commercial Sales or Marketing
  • Minimum Bachelor's Degree. MBA Preferred
  • Strong knowledge of Customer Experience methodologies and systems
  • Excellent team skills with the ability to work effectively within a matrix environment while
20

Director Global Customer Service System Development Resume Examples & Samples

  • Consult and coach BU Supply Chain teams on development of customer service capabilities to support the testing and commercialization of Coca-Cola Freestyle in their markets
  • Support development and execution of International BU Customer Care Plans: Service Provider Training, Contact Centers, Parts, Project Fulfillment, Field Serviceability, Technician Interface and the Field Network
  • Participates on FS Alpha/Beta teams and coordinates network resources for field test installations
  • Compile and Publish installation guidelines and supporting provider training materials
  • Ensure network capability and capacity are sufficient to meet business case requirements
  • Ensure Parts supply is adequate for rollout and ongoing support
  • Develop and implement escalation processes between local BU supply chain teams and the Freestyle International Business Development Team
  • Develop and implement post launch communication routines to share learning’s across international BUs, the US, and the Freestyle International Business Development Team
  • Consult on the development and implementation of performance metrics to continually improve the cost, quality, and speed of the scheduled and reactive service processes
  • Manage planning and execution of project/retrofit activity across the Freestyle fleet
  • Develops and implements plan to provide SME support in activated markets, i.e. installations work withs, HIO support, retrofits, etc
  • Support design of new innovation by ensuring designs are serviceable by field based technicians
  • Exerting Personal Influence
  • Project Management
  • Building Relationship Networks
  • Supply network management
  • Leading Through Change
  • Analysis and Problem Solving
  • Determining Financial Impact
21

Customer Service Manager, Global Resume Examples & Samples

  • Manage Pelco’s Order Management department in the United States, Netherlands, and Singapore
  • Oversee the customer support agents’ daily functions including phone availability, order processing and account management
  • Develop, implement, and maintain departmental procedures, policies and standards
  • Manage support team’s workload, communication and implementation of operational changes to increase efficiencies
  • Analyze data to determine the company’s level of customer service, define targets and track to ensure visibility and quality customer service
  • Improve customer service experience worldwide through data analysis, process improvement, agent development and deployment, and by implementing industry best practices
  • Mentor and develop customer service agents and foster a collaborative and engaged environment
  • Take ownership of critical customer issues and follow through to completion
  • Uphold Pelco's commitment to quality excellence always
  • Ensure a safe and environmentally friendly work environment for team members
22

Specialist Global Customer Service Resume Examples & Samples

  • Serve as focal point for customer issues, concerns and requests for enhancements
  • Capture detailed and accurate information about issues, concerns and enhancements
  • Work with global customers to complete service inquiries about MasterCard core applications and products
  • Collaborate with others in support of products, processes and problem resolution
  • Lead and/or participate in customer visits for training, education and operational support
  • Recommend and implement business or process improvements, while recognizing global