Manager, Customer Operations Resume Samples

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F Nitzsche

Felicity

Nitzsche

511 Wyman Villages

Houston

+1 (555) 899 0576

511 Wyman Villages

Houston

Phone

p +1 (555) 899 0576

Experience Experience

Los Angeles, CA

Manager Customer Operations

Los Angeles, CA

Brakus, Friesen and Bahringer

Los Angeles, CA

Manager Customer Operations

Assist in execution of returns management and ARP policy for retailers
Work with internal stakeholders on retailer loss prevention and theft issues
May manage the service and repair work in an assigned geographic area
Manage key projects related to driving P&L productivity through cost saving efficiencies
Driving costs savings and efficiencies—Returns management
Assist in delivering profit and loss results in an assigned geographic area
Bayer Policies (ARP), Suncare returns, Loss prevention and theft

Phoenix, AZ

Manager, Customer Operations

Phoenix, AZ

Nikolaus LLC

Phoenix, AZ

Manager, Customer Operations

Assist Directors with Customer Service Manager interviews and selections. Aid/guide the development of Customer Service Managers and supervisory staff
Develops and implements operational policies and procedures for the department and regularly makes recommendations for improvement
Identifies and assists with implementation of business processes and work flow improvements within the organization
Develop and enhance the work relationship with vendors, ensuring all parties perform their responsibilities properly
Evaluates patient communications and collateral and makes recommendations for improvement based on program goals
Performs other duties as assigned by management
Collection and Analysis of customer care center performance metrics and improvement plans both at the team and agent level

present

Boston, MA

Associate Manager, Customer Operations

Boston, MA

Bergstrom Inc

present

Boston, MA

Associate Manager, Customer Operations

present

Work with peers across the organization and industry to establish and execute best practices
Participate in strategic planning, budget management, and development of policies and procedures
Interview, hire, develop and engage top talent while ensuring a pipeline of talent is established for future roles ensuring alignment with budgeted headcount
Work collaboratively with the Quality Assurance team to ensure a quality plan is in place and executed across the team
Analyze, develop, and report on team KPIs while driving for improvements
Develops, maintains and analyzes Customer Operations performance metrics
Maintain a working knowledge of relevant Autotrader applications, product suites, clients, and reporting capabilities and share knowledge with team regularly

Education Education

Bachelor’s Degree in Business Administration

California State University, Northridge

Bachelor’s Degree in Business Administration

Skills Skills

Strong verbal and written communication skills
Ability to stand for extended periods of time
Ability to make decisions while following company procedures
Ability to use thinking and reasoning skills to solve problems
Detail Oriented
Working knowledge of Microsoft Excel and Outlook
Strong Verbal and Written Communication Skills
Communicate clearly and concisely, both in writing and verbally with others in a professional manner
Ability to sit for long periods working on computer and/or using phone
Leadership Skills

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15 Manager, Customer Operations resume templates

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Manager, Customer Operations Resume Examples & Samples

Plan required staffing, schedules, and service level results across multiple product lines and multiple sites in partnership with Workforce, Finance, HR, and Training & Organizational Development
Manage call center service level results across multiple product lines using budget, forecasting, resource allocation, and best practices
Establish and oversee new procedures to address areas requiring improvement, creating and implementing programs and plans that support the balance of production and quality, and developing customer educational programs and acting as a customer service advocate
Lead matrix teams on different projects and process improvement and partner with other organizations to ensure client satisfaction by serving as a point of contact for Account Development Partners, participating in client visits and account reviews, and resolving client issues
Establish and maintain industry relations, provide assistance to support groups to improve procedures, products, and systems used by the staff, and perform management functions (interviewing, hiring, reviewing, scheduling, monitoring, developing associates)
Minimum of 5 years’ experience in a call center environment with two years of supervisory or leadership experience
Strong familiarity with call center management hardware/software
Electronic Payments Experience Preferred
Working knowledge of MS Office (Word, Excel, Powerpoint, Access) internet and Outlook preferred
Diligent Time Management and analytical skills
10%

Manager Customer Operations Resume Examples & Samples

Knowledge of customer service techniques and standards
Banking or Bill Payment experience is helpful
Card Services Experience Required
Working knowledge of MS Office (Word, Excel, Powerpoint, Access), internet, and Outlook preferred
Strong verbal and written communication skills
Effective public presentation skills

Manager, Customer Operations Resume Examples & Samples

Minimum of five years of experience in call center environment with two years of supervisory or leadership experience
Strong familiarity with call center management software/hardware
Knowledge of customer service techniques and standards required
Banking or bill payment experience is helpful

Associate Manager, Customer Operations Resume Examples & Samples

Acts as department subject matter expert for SAP customer master data and determination of customer Class of Trade assignment
Periodically reviews customer account creation and maintenance activities across Customer Operations
Researches and resolves customer account issues and works frequently with Order to Cash Ops, Government and Public Programs Ops and the other P&IO functions
Provides oversight and guidance to the Commercial and Government Customer Operations Analysts
Interfaces with systems support and IT to address operational issues with SAP and Model N
Develops, maintains and analyzes Customer Operations performance metrics
Tests and supports SAP and Model N system projects and also works on special projects as required
Acts as a “back up” for the Manager, Customer Operations
A minimum of 5 years related experience
Demonstrated ability to identify and implement process and control enhancements and proven managerial experiences are required
Experience with SAP and Microsoft Office. Exposure to Model N or similar system is preferred
CPA, MBA and/or solid knowledge and experience in the pharmaceutical industry preferred
Knowledge of the pharmaceutical industry and order-to-cash processes is preferred
Bachelor's degree in Accounting, Finance, Business or related subjects is required
1603746

Manager Customer Operations Resume Examples & Samples

Action oriented, results-driven leader with a natural aptitude for engaging employees across multiple workgroups
Prior experience in the application of budgetary knowledge to drive business results operational background in a leadership role
Positive approach to problem solving ability to build and facilitate relationships at all levels of the organization, both internally and externally
Thorough understanding of the budget process, headcount and staffing
Demonstrated proficiency in identifying areas for improvement in a complex operation, and ability to advocate and manage change
Strong analytical skills, labor relations experience including working knowledge of ramp and collective bargaining agreements; experience implementing procedures and ensuring consistent service delivery
Experience managing front line leaders preferred
Bachelor's degree or equivalent work experience preferred
Knowledge of company policies and procedures
Ability to negotiate skillfully in tough situations with both internal and external customers
Must be able to lead and motivate employees; be decisive and able to work under demanding operational conditions in a stressful environment

Manager Customer Operations Resume Examples & Samples

Driving costs savings and efficiencies—Returns management
Bayer Policies (ARP), Suncare returns, Loss prevention and theft
Manage key projects related to driving P&L productivity through cost saving efficiencies
Assist in execution of returns management and ARP policy for retailers
Work with internal stakeholders on retailer loss prevention and theft issues
Operational effectiveness—CFO, Case/Inner packs, Invalid deductions, Customer Logistics issues/resolution identification
Drive operational effectiveness on key opportunities and issues
Share retailer requirements on case and inner packs to impactchange in organization
Manage and drive resolution on invalid deductions driven by operational issues with customer selling team
Identify and resolve key issues pertaining to customer logistics
Partner with internal stakeholders to implement changes to meet customer requirements
Program execution—Implementing and executing key Bayer initiatives and display/special pack compliance
Drive operational excellence of key initiatives such as new item launches, relaunches, new merchandising fixtures, etc
Drive compliance of display execution at retailers especially at our channel customers
Develop relationships with key operational functions at retailer beyond merchandising—Loss Prevention, Finance, Accounts Receivable, Logistics, Buyer or category manager/merchandising dept
Knowledge ordinarily acquired from a BS/BA degree (MBA desired) with 8 years of progressive experience in a variety of disciplines including business/project management, logistics/supply chain, and sales operations preferred
Strong understanding of overall retail operations
Solid oral/written communication skills; able to create and deliver clear, concise presentations
Solid analytical, problem solving & decision-making abilities
Able to deliver results while managing multiple and competing priorities
Can easily adapt to change and disruption while focusing on short and long term deliverables
Has strong collaboration and negotiation skills
Some experience with process improvement and/or project management, preferred
They should have strong computer literacy, proficiency in Microsoft Office, e-mail and web based software
Familiarity with SAP and JDA preferred
40% Travel Required

Manager Customer Operations Resume Examples & Samples

Strong ability to work cross-functionally within the internal (Bayer) and external (retailer) organizations in order to seamlessly communicate and execute against new product launches, existing product transitions, price increases, category management initiatives, and SKU rationalization programs
Serves as primary point of contact for counterpoint customer replenishment and buying staff on issues such as inventory management, shipment execution, and supplier performance measures
Ensures accurate customer forecasting processes and effective commercial supply chain planning and support activities are being developed to maximize ROI; examples include, but not limited to, decreasing or eliminating out of stocks, managing case or item pack changes, reducing or increasing on-hand inventory to improve Bayer portfolio GMROII for the retailer
Collaborate on the development of customer forecasts and other customer planning activities with the strong ability to build and maintain a collaborative relationship with retailer supply chain and/or logistics teams
Acts as an internal contact for demand planning, production, and customer service/logistics teams ensuring that both internal and external customer expectations are being met
Effectively manages the collaborative development and implementation of supply chain solutions with customers while identifying best-in-class strategic initiatives that address retailer opportunities
Develops a full understanding of retailer system tools and processes around planning, inventory management & forecasting in order to effectively drive growth and add value for the customer; supports the selling effort and joint business plans
Strong focus on identifying and adding value to the sales plan via operational excellence: examples include, but not limited to, promotions, new product launches, enhanced in-store or on-line sales opportunities, recovery of lost sales, and any additional go-to-market opportunities
Knowledge ordinarily acquired from a BS/BA degree (MBA desired) with 8 years of progressive experience in a variety of disciplines including business/project management, logistics/supply chain, and sales operations preferred, or equivalent combination of education and/or experience
Strong understanding of customer service, logistics, and overall retail operations
Customer-focused

Associate Manager, Customer Operations Resume Examples & Samples

Manage a team of individual contributors in a fast paced environment
Establish clear, measurable individual and team goals and provide timely feedback on progress towards these goals
Work collaboratively with the Quality Assurance team to ensure a quality plan is in place and executed across the team
Ensure consistent application of department and company policies and procedures are applied

Senior Manager Customer Operations Resume Examples & Samples

Leads the planning, coordination and management of gas and electric operations activities in an assigned geographic area including resources and material involved with new customer projects and system improvement projects, routine maintenance and emergency work. Identifies system reliability gaps and corrects. Leads emergency preparedness planning. May manage meter reading and meter operations activities. Leads customer and community relationships. May manage agricultural, small business and residential, service, sales, and conservation activities. May manage the service and repair work in an assigned geographic area
Ensure that adequate resources, material, fleet, and employees, are available to construct and do work involved in system improvement projects, maintenance and emergency work. This may include standard services, subdivisions, large three-phase commercial and industrial park electric installations, electric distribution improvements, electric conversions, electric transmission system improvements, gas distribution system improvements, gas conversions, steam operations, and expansion into new territory
Oversees the planning, coordinating, engineering, material procurement, project management, construction management and closing process of the company’s electric construction activities. This includes managing the design and installation of all types of electric distribution lines, transmission lines and high voltage customer driven work. Oversees all aspects of major maintenance on distribution and transmission lines. Cost effectively manages all phases of standard electric construction projects
Oversees the planning, coordinating, engineering, material procurement, project management, construction management and closing process of the company gas construction activities. This includes managing the design and installation of all types of gas distribution systems and customer owned gas system work. Oversees all aspects of gas inspection and maintenance of the distribution system. Responsible for regulatory compliance and the timely execution of work consistent with the company’s O&M plan. Provides oversight in the use of GIMMS. Supports the cost effective management of all phases of standard construction, operations, and maintenance
Responsible for strategic and long range planning for assigned process
Demonstrates leadership in the area of safety. This requires observing and enforcing safety rules and operating practices, encouraging safe work behaviors and promptly correcting conditions and unsafe work behaviors which may lead to accidents. With the assistance of the safety department, investigates accidents and safety incidents. Responsible for communicating safety investigation information to managers. Responsible for administering and monitoring safety programs, conducting safety meetings and training, and performing safety assessments
Provides knowledgeable financial leadership to direct reports. Leadership includes, but is not limited to, overall budget preparation, manage budget to actual variances, and manage process for maximum asset utilization and productivity
Responsible for scheduling work to ensure the most effective utilization of resources. Coordinates with other operational departments to plan, forecast, and schedule work that coincides with operational activities, properly utilizes equipment and material, and manages costs. Adapts operational plans and priorities to address business and operational challenges
Responsible for 24 hours a day, 7 days a week, gas and electric emergency response in an assigned geographic area. This includes assessing risks and costs, determining labor resources, assisting with resource deployment, assisting in managing callout procedures, and monitoring performance measures for employees or contractors involved with emergency response. Responsible for assigned media contacts. Responsible for being a contact to emergency government personnel
Responsible for employee safety, public safety, public property and communication plan both within the company and to the communities served
Responsible for the safe operation of assigned utility systems. Acts as the ultimate decision-maker during life-threatening emergency situations involving facilities, people, and property
Understands, interprets, and manages contracts with contract service providers. Maintains excellent relationship with contractors and effectively utilizes contractor crews
Possesses in-depth knowledge of company labor agreements to ensure proper negotiation and implementation of work rules. In-depth knowledge of business projects detail is essential to facilitate the union management relationship across the company. Within this area is the need to be able to maintain a solid working relationship with union leadership while making strategic recommendations to increase productivity, quality and customer service levels
Understands and implements rules set by regulatory bodies (i.e. DOT, OSHA, DNR, etc.)
Demonstrates cross functional knowledge and skill of all company processes and is capable of providing leadership role on both a short team and long term basis
Responsible for managing local environmental issues. Acts as primary contact and interfaces with environmental staff on environmental issues directly related to the manager’s assigned geographic area. Ensures that no Notice of Violation’s are issued against the company in the assigned geographical area assigned
All other duties as assigned
Education or experience equivalent to a four year degree from an accredited college or university, with emphasis in business or engineering preferred
A minimum of seven years technical and/or professional experience in large electric construction, gas and electric operations, project management, or related work
A minimum of five years supervisory experience, with experience supervising engineering, construction, project management, or field operations preferred
Strong working knowledge of electric, gas or steam operating practices, construction standards, work methods, equipment, maintenance practices, regulatory compliance and materials preferred
Knowledge of safety rules and applicable electric codes and DOT/PHMSA regulations preferred
Demonstrated understanding of information technology applications. Demonstrated ability to use computer software programs (e.g., e-mail, word processing, spreadsheet, and project management)
Note: This job is covered by the Department of Transportation regulations on drug and alcohol testing (CFR 49, Parts 40 and 199), and is subject to drug testing according to said regulations

Manager, Customer Operations Resume Examples & Samples

Develop employees
Implement methods of maximizing revenue and controlling expenses
Oversee day to day customer service operations
Solicit ideas and/or feedback from employees and accept accountability for follow-through
Communicate procedural changes to Customer Service Managers, supervisors and employees and ensure compliance
Monitor and measure on time performance
Identify areas/individuals which require improvement; develop and implement methods to increase/improve performance
Develop and enhance the work relationship with vendors, ensuring all parties perform their responsibilities properly
Ensure all internal audit requirements are followed and accountable for compliance
Review staffing requirements and schedules for all department employees, ensure adjustments are made as needed
Conduct grievance hearings and serve as a grievance hearing officer as required. Interpret the company's policies in a professional and positive manner to all customers
Assist Directors with Customer Service Manager interviews and selections. Aid/guide the development of Customer Service Managers and supervisory staff
Operations experience in airline, transportation, or similar industry required
Management experience required
Possess a valid US Driver's License
Must demonstrate excellent interpersonal and verbal communication skills
Must be able to perform in a fast paced environment while maintaining a professional and effective approach to high stress situations

Manager, Customer Operations Resume Examples & Samples

Degree preferred
3-5 years experience
3+ supervisory/management skills
Strong knowledge of Microsoft Office products
Must provide proof of, and maintain current immunizations and obtain additional immunizations appropriate for the facility which enables access to customer sites in order to perform essential job functions. Proofs must include: Hepatitis B, Influenza (current year), MMR (mumps, measles, rubella), Varicella (chicken pox) Annual TB/PPD (skin test), Tetanus/Diphteria/Pertussis
Responsible for managing all aspects of invoice collection, cash application and deduction management
Supports new business opportunities and partners with cross functional teams to ensure the flawless execution of receivables programs
Interacts with key client contacts to provide information and strengthen partnerships
Acts as a key stakeholder and subject matter expert for strategic projects within the Accounts Receivable department
Ensures key performance indicators are met for each account while exceeding all customer service expectations
Supports both a local team and a remote team and some travel will be required in the position (10%)
Interactions normally involves resolution of issues related to operations and/or projects

Manager Customer Operations Resume Examples & Samples

Bachelor’s Degree in Business Administration, Finance, or Accounting
8+ years’ experience preferably in high tech industry
3-5 years of prior managerial experience
Proficient in order entry within a large ERP system (Oracle, Salesforce.com, and Zuora preferred)
Detail oriented, accountable, and possesses a high degree of integrity
Strong interpersonal, oral, and written skill
Ability to collaborate in a cross functional and global team environment

Associate Manager, Customer Operations Resume Examples & Samples

College degree or equivalent experience
Minimum of three years of related professional experience
Flexibility and ability to work with any of the Customer Operations support teams
Proven track record of leading, motivating, developing and coaching employees; building a high performance team with demonstrated success in developing and retaining high performing employees
Strong problem solving skills and the ability to exercise sound judgment
Proven ability to organize and prioritize daily work and complete projects with limited supervision
Flexibility and ability to work with multiple 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
Knowledge of the automotive industry a plus

Market Manager, Customer Operations Resume Examples & Samples

Provide mentorship, guidance and career development to members of your team
Enable each team member to deliver on individual goals and make a great impact through one-on-one support
Foster a sense of accountability and proactivity among your team members
Use in depth knowledge of WhatsApp on all platforms to provide exemplary customer support to our global user base, and to evaluate the effectiveness and appropriateness of the support experience each of your team members provides
Leverage knowledge of WhatsApp localization procedures and standards to evaluate each of your team member’s localization contributions, as applicable to their job scope
Work closely with the management team to align individual and team expectations
Lead team-wide projects as needed
4-year university degree
Understanding of the WhatsApp application
2+ years of technical customer support experience
1+ years in a leadership role
Ability to use and learn the iOS, Android, and Windows Phone operating systems
Understanding of the end user experience
Proven ability to collaborate in a multi-cultural work environment
Fluent in English and another language
Proven ability to work cross-functionally, especially with engineering
Must be eligible to work in the US
No international relocation

Associate Manager, Customer Operations Resume Examples & Samples

Minimum of three years’ management experience preferred
Proficient with MS Outlook, Word, and Excel
2+ years of call center experience highly preferred
Work Force Management knowledge preferred

Manager, Customer Operations Resume Examples & Samples

Collection and Analysis of customer care center performance metrics and improvement plans both at the team and agent level
Administration of communication to and from Operations and other support departments
Allocate resources to efficiently meet all work flow Service Level Agreements (SLAs)
Work with Internal teams to coordinate the hiring and training of new employee resources
Work with training and operations to coordinate multi-skill training for existing agents
Collaborate with WFM team on scheduling procedures, analysis of real time workload requirements, and call routing to manage enterprise performance to service level requirements
Responsible for maximizing efficiency and occupancy while meeting service objectives
Oversee analysis and reporting of employee performance including schedule adherence
Recognizes and recommends operational and support improvements
Responsible for department budget
Conduct analysis of Customer Care operations as related to agent level performance and impacts to forecast
Perform other duties and assignments as directed

General Manager Customer Operations Resume Examples & Samples

Significant leadership experience
Establishing, leading and motivating multi-disciplinary teams
Good communication and overall interpersonal skills
High level of organisational and administrative skills
Strong decision making and negotiation skills
Ability to take a strategic view of wider company issues
Developing collaborative relationships with business partners, both internally and externally
Ability to challenge colleagues to top performance
Experience of leading highly motivated teams with results orientation
Detailed understanding of automotive industry and broad understanding of other economic sectors

Category Manager Customer Operations Resume Examples & Samples

Develop and implement sourcing plans for contact centre services aligned to Vodafone business requirements
Focus on and reduce Total Cost of Service
Service Vodafone suppliers and optimise supplier performance
Ability to consult with Vodafone's Local Markets and provide specialist advice on contact centre sourcing
Lead negotiations with Vodafone suppliers
Operate as a delivery resource on specific purchasing initiatives with Partner Market Networks on occasion
Strong experience in end-to-end purchasing process management, particularly across indirect categories. Relevant Customer Operations/Call Centre outsourcing experience (preferred)
Commercially astute - ability to identify and secure cost savings and/or added new value opportunities
Procurement experience in a blue chip environment, experience in large global insourcing/outsourcing negotiations
Experienced in Strategic Sourcing/Category Management
Ability to developing and delivering high-impact presentations
Ability to deliver and manage complex initiatives with competing priorities
Talent for establishing and maintaining excellent communications, engagement and collaboration with diverse virtual teams
Effective influencing and persuasion skills with both external and internal partners
Ability to create empathy and rapport with purchasing professionals and business partners in Partner Markets
Italian and/or German business language skills (spoken and written) required
Evidence of leading sourcing projects from conception to completion and across national boundaries

Manager, Customer Operations Resume Examples & Samples

Assists and mentors Customer Operations Supervisors; monitoring daily activity and ensuring standards are being met to policy guidelines
Develops and implements operational policies and procedures for the department and regularly makes recommendations for improvement
Utilize QA call monitoring scorecards to improve quality of customer interactions and ensure established procedures are followed
Identifies business and department needs and assists Senior Management team in the implementations of strategic planning for continuous improvement of conversion and retention goals
Prepares and submits department reports on time
Analyzes department metrics to prioritize staff activities and movement of patients through to placement
In collaboration with other department colleagues, responds to customer inquiries from patients and clinical staff to support customer program requests and resolve customer challenges
Ensure, through positive reinforcement and effective training, that staff maintains a consistent and professional image when interacting with all customers
Records and manages internal customer complaints to ensure timely and appropriate resolution per company guidelines
Collaborates with Process Management Department in the development of work instructions and training curriculum to ensure staff is educated on current processes and programs
Evaluates patient communications and collateral and makes recommendations for improvement based on program goals
Performs other duties as assigned by management
Follows all regulatory policies and procedures, privacy and security standards in accordance with government agencies to include HIPAA requirements
Maintains accuracy of time and attendance data for area of responsibility
Maintains work balancing and assignment of duties
Maintains a culture of accountability by setting clear objectives for all employees in areas of responsibility through regular follow-up, variance tracking and results
Conducts accurate and timely assessment of subordinates through OnTracc process
Conducts supervisory responsibilities in accordance with the organization’s policies and applicable labor laws
Identifies and assists with implementation of business processes and work flow improvements within the organization
Lends guidance, support and subject matter expertise to management team and other departments
Assists with training on a continuing basis
Responsible for time management, adherence to schedule and attendance
Expected to set clear objectives with regular follow-up and variance tracking
Maintains a culture of accountability and standards
Follows all regulatory policies, procedures, privacy, and security standards
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Ability to grasp and understand business concepts and objectives
Ability to develop effective relationships with management and associates
Ability to use effective problem solving techniques
Ability to be goal oriented and results focused
Ability to use efficient time management skills
Ability to communicate, both in writing & verbally, with others in a professional manner
Ability to use office equipment that is relevant to job functions
Working knowledge of Microsoft Excel and Outlook
Strong Verbal and Written Communication Skills
Organization/Time Management Skills
Human Relations Skills
Leadership Skills
Superior Customer Service Skills
High Degree of Professionalism
Communicate clearly and concisely, both in writing and verbally with others in a professional manner
Organize activities or projects and meet set deadlines
Ability to use thinking and reasoning skills to solve problems
Ability to make decisions while following company procedures

Manager Customer Operations Resume Examples & Samples

Working knowledge of electric, gas or steam operating practices, construction standards, work methods, equipment, maintenance practices, regulatory compliance and materials
Performs the planning, coordination and management of gas and electric operations activities in an assigned geographic area including resources and material involved with new customer projects and system improvement projects, routine maintenance and emergency work. Identifies system reliability gaps and corrects. May manage meter reading and meter operations activities. Manages customer and community relationships. May manage agricultural, small business and residential, service, sales, and conservation activities
Assist in delivering profit and loss results in an assigned geographic area
May manage the service and repair work in an assigned geographic area
Demonstrates leadership in the area of safety. This requires observing and enforcing safety rules and operating practices, encouraging safe work behaviors and promptly correcting conditions and unsafe work behaviors which may lead to accidents. With the assistance of the safety department, investigates accidents and safety incidents. Responsible for communicating safety investigation information to management. Responsible for administering and monitoring safety programs and performing safety assessments
Responsible for the safe operation of assigned utility systems. Acts as the ultimate decision-maker during life-threatening emergency situations involving facilities, people and property
Responsible for 24 hours a day, 7 days a week, gas and electric emergency response in an assigned geographic area. This includes assessing risks and costs, determining labor resources, assisting in managing callout procedures and monitoring performance measures for employees involved with emergency response
Manage and or assist with the planning, coordinating, engineering, material procurement, project management, construction management and closing process of the company’s electric construction activities. This includes managing the design and installation of all types of electric distribution lines, transmission lines and high voltage customer driven work. Oversees all aspects of major maintenance on distribution and transmission lines. Cost effectively manages all phases of standard electric construction projects
Manage and or assist with the planning, coordinating, engineering, material procurement, project management, construction management and closing process of the company gas construction activities. This includes managing the design and installation of all types of gas distribution systems and customer owned gas system work. Oversees all aspects of gas inspection and maintenance of the distribution system. Responsible for regulatory compliance and the timely execution of work consistent with the company’s O&M plan. Provides oversight in the use of GIMMS. Supports the cost effective management of all phases of standard construction, operations, and maintenance
Responsible for scheduling work to ensure the most effective utilization of resources. Coordinates with supply chain departments to plan, forecast and schedule work that assists in managing logistics for material requirements
Takes a leadership role in developing relationships and exchanging information with the communities served. Assists in developing community account plan and plays a key role with community relations as described in the plan. Represents the company on key leadership boards and committees
Responsible for assigned media contacts. Responsible for being a contact to emergency government personnel
Interacts with customers and ensures all customer interactions with others are handled promptly and efficiently including resolving customer concerns and complaints
Projects a strong, positive leadership role within the company. Participates on policy making teams, committees, and cross-functional teams
Understands and enforces rules set by regulatory bodies (i.e., DOT, OSHA, DNR)
Performs all management duties including, but not limited to, budgeting, hiring, performance reviews, coordinating and scheduling work, salary recommendations, discipline, ensure employees report to work fit for duty, leadership, grievance resolution, coaching & counseling, models Alliant Energy’s Core Values at all times
This position requires a four year degree from an accredited college or university, with emphasis in business or engineering and five years of experience in large electric construction, gas and electric operations, project management, or related work. In the absence of a degree nine years of related experience is required
A minimum of three years supervisory experience or equivalent. (Equivalent supervisory experiences may include project management, providing work direction, leadership experience through temporary assignments, roles in the community or external organizations, or other demonstrated leadership experience.)
Demonstrated effective leadership skills
Working knowledge of electric, gas or steam operating practices, construction standards, work methods, equipment, maintenance practices, regulatory compliance and materials preferred
Demonstrated experience working with labor union management preferred
Knowledge of safety rules and applicable electric codes and DOT regulations preferred
Demonstrated ability to read and understand utility maps, plan and profiles, and drawings preferred
Demonstrated financial skills such as budgeting and basic accounting
Promotes and supports diversity initiatives and equal employment opportunity
Must possess a valid driver’s license
Note: For positions located within company territory that supply natural gas to customers, this job is covered by the Department of Transportation regulations on drug and alcohol testing (CFR 49, Parts 40 and 199), and is subject to drug testing according to said regulations
Note: All candidates selected for employment with Alliant Energy will be required to successfully complete a drug screen and background check

Senior Manager, Customer Operations Resume Examples & Samples

Provides hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards; holds self and others accountable for results
Supports key performance measures by setting and communicating goals to create a high performance culture, which exceeds performance measurements in productivity enhancements and cost control
Demonstrates good judgment in selecting the proper mode of communication (verbal and/or written) to effectively communicate business decisions
Follows through to ensure understanding and acceptance of information shared
Seeks opportunities for continuous improvement; provides recommendations and implements methods to increase revenue, reduce cost and improve customer service
Upholds a strong commitment to enhance both internal and external customer focus, and ability to provide timely feedback related to customer service, sales or specialty issues
Responsible for all departments during vacations, outages, or other times needed
Partners with leaders throughout the organization and Customer Planning to develop effective communication channels
Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations, etc
Works closely with Human Resources/Employee Relations to ensure understanding and proper application of policies, procedures and the collective bargaining agreement
Bachelor’s degree or equivalent experience/training
5 years leadership experience or proven ability to perform to the highest leadership standards as demonstrated by outstanding performance
Skills in Project Management
Knowledge of CWA/IBT CBA and understanding of working in union environment
Knowledge of Microsoft Office to include Word, Excel, Outlook, etc
Skills in outstanding leadership, with ability to lead, train, develop, and motivate a team of customer service representatives
Skills in outstanding organization and time management
Skills in excellent creative thinking and problem-solving
Ability to positively lead a team, in a fast-paced, ever-changing environment
Ability to concurrently manage multiple tasks and effectively handle shifting priorities in a dynamic work environment
Ability to provide strong presentations
Ability to analyze and interpret complex documents
Ability to resolve difficult personnel and administrative issues
Ability to work varied hours, including nights, weekends and holidays, as well as provide CSM on Duty coverage
Ability to travel on occasion, including overnight travel

Market Manager, Customer Operations Resume Examples & Samples

Provide strategic direction and thought leadership to the Market team
Craft expectations and goals for the Market team to drive the overall CO and WhatsApp missions
Work with peer CO vertical leads to ensure collaboration and transparency across verticals
Provide mentorship, guidance and career development to a team of Market Managers
Develop, implement, and reinforce meaningful KPIs
Build empathy and passion for user experience and trust across the company
Be an internal advocate for the global WhatsApp user base
Use in depth knowledge of WhatsApp on all platforms to evaluate the effectiveness and appropriateness of the support experience each team member provides
BS/BA degree or higher
5+ years of technical customer support experience
3+ years of management experience, including managing leaders/managers
Customer support thought leadership: Strategic thinker with proven track record of managing operations to provide customer support through innovation and continuous improvement
Communication: Demonstrated experience influencing across functional boundaries
Bilingual in English and a foreign language