Manager, Customer Solutions Resume Samples

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S Kuhlman

Sandra

Kuhlman

3734 Margie Neck

Los Angeles

+1 (555) 143 2481

3734 Margie Neck

Los Angeles

Phone

p +1 (555) 143 2481

Experience Experience

Dallas, TX

Manager, Customer Solutions

Dallas, TX

Torphy, Swaniawski and Schoen

Dallas, TX

Manager, Customer Solutions

Acting as a change agent, leading, motivating and supporting RBOs through changes
Ongoing ownership and management of business product solution strategy
Rewarding success and managing non-performance of team and managing day-to-day employee relations issues
Managing agent productivity, schedule adherence, and staffing levels within the team to maintain optimal team performance
Liaising with other Managers to identify common issues/trends and executing effective solutions
Identifying system issues and enacting back-up procedures as necessary
Building effective working relationships across the team and with various business lines and corporate functions

Chicago, IL

Senior Manager Customer Solutions

Chicago, IL

Klein LLC

Chicago, IL

Senior Manager Customer Solutions

Develop statistical models and develop analytical solutions to forecast OSA across retailers at SKU level
Drives process improvements based on industry best practices to improve productivity and efficiency
Drive efficiencies through root cause analysis and established key performance metrics
Provide on-going analytical support for Customer Development OSA platform, Customer Business Teams, Customers and external customer data (POS, Loyalty, etc.)
Provide root cause analysis, coaching and training to ensure synergies are being identified and realized between retail and customer teams
Provide analytical support for the OSA team and CS&L leadership to solve tactical and strategic issues
Develop turnkey processes to leverage information to prevent OOS

present

Detroit, MI

Senior Manager Customer Solutions Service

Detroit, MI

Witting-Hansen

present

Detroit, MI

Senior Manager Customer Solutions Service

present

Ensuring service and support provided by the Managers and their teams is delivered within established SLAs
Superior leadership and coaching to motivate and develop Manager and overall team performance by
Ensuring employee development is a priority for Managers and their respective teams (PDP discussions with Managers on a regular basis)
Providing guidance and support to Managers with complex Employee Relations issues and concerns
Liaising with other Senior Managers to identify common issues/trends and executing effective solutions
Building effective working relationships across the teams and with various business lines and corporate functions
Working with Staffing and Recruitment to interview, hire and retain top talent

Education Education

Bachelor’s Degree in Judgment

Rowan University

Bachelor’s Degree in Judgment

Skills Skills

A strong commercial acumen and with excellent communication skills
Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
Demonstrated Strong Leadership in building/leading/managing a team and with proven examples of successful delivery
Ability to build, influence and engage key stakeholders both internally and externally
Ability to execute and delivery on a strategy
Strong written and verbal communication skills
Proven ability to influence and motivate others
Expert knowledge of Scotiabanks Retail and Small Business and Commercial products and services
Excellent communication and interpersonal skills
Ability to take initiative in creating new processes that support and help achieve business objectives

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Manager, Customer Solutions Resume Examples & Samples

Provide first level management to a team of technical engineers responsible for customer facing support
Manage sustainment engineering (bugs, enhancements) of core backend services projects
Manage the day-to-day activities of the team
Five (5) years of experience in technical support
Three (3) years of experience in a management or leadership role
Ability to apply a strong customer focus to improve customer satisfaction
Excellent understanding of customer service and interpersonal skills
Demonstrated experience developing and managing with incident management processes
Demonstrated leadership and management skills with ability to develop a professional team through measurable increases in productivity and quality
Proven ability to build strong relationships with internal customers and other parts of the organization
Detail oriented and strategically focused
Ability to communicate effectively with software developers, management, and customers
Understanding of ITIL methodologies
Working knowledge of JAVA and databases
Application design experience (ideally OO)
Intermediate understanding of networking and systems administration (both Windows and Linux)
Scripting proficiency within the Windows and/or Linux operating systems
Experience using help desk or ticketing software
BS/BA degree in Computer Science or other technical field, or equivalent work experience

Manager, Customer Solutions Cus T Resume Examples & Samples

Creating new, innovative ways to interact with our customers to anticipate and meet their needs
Developing a talented team to create an engaging culture and to ensure we meet customer experience objectives
Collaborating with the coach and quality associate to develop the teams' sales and service skills, educate them on products and processes, and lead them to successfully meeting their goals
Coordinating customer focused activities across multiple internal functions and teams
Partnering closely with all distribution channels to enhance customer relationships
Working with the leadership team to establish service expectations, performance goals, and calibrate staffing levels
Managing our budget and expense approval for team
Recruiting, evaluating, and hiring top talent
Fostering a culture of growth and progression to retain talent
High energy individual with a passion for the customer
Engaging leader who thrives in fast paced environments
Strong manager with skills in providing coaching and feedback to influence positive change in team members
Skilled in communication, including written and verbal, and a creative approach to interacting with customers
3 or more years of experience leading a sales and/or call center team
MN Variable Life, Health, and Accident license, 50 non-resident state licenses, FINRA Series 6, 63, and 26 are a requirement of the role and must be obtained within 180 days of hire

Manager Customer Solutions Resume Examples & Samples

Proven success in data driven marketing, customer experience, segmentation, product, general marketing and project management
A deep understanding of customer engagement and retention with exposure to working with insights and analytics teams to deliver customer selection briefs
Ability to take customer insights and transform these into actionable programmes and initiatives which deliverer commercial outcomes
Experience in end to end campaign management across multiple channels
Strong stakeholder management skills able to engage stakeholders on each campaign journey
Exceptional verbal and written communication skills with an optimistic and positive attitude
A high level of commercial acumen, with strong numerical and analytical skills

Manager, Customer Solutions Resume Examples & Samples

Deliver key activities aligned to the FY16 roadmap
Complete required benefits analysis for identified initiatives (considering internal capability, competitor offerings and greatest customer need / growth) by segment and product grouping
Build out required capabilities to meet customer needs and realise greatest market opportunities – could be product, packages or marketing wrappers to help take product capabilities to specific segments
Maintain project pipeline to increase cross sell, including identification of new product initiatives, obtaining funding and sponsoring projects to completion and benefit realisation
Ongoing ownership and management of business product solution strategy
Work closely with Business Fundamentals Package Product Manager
Build and maintain suite of opportunities for improving revenue generation and growth
Proactive maintenance of relationships with key distribution partners
Play an active role in the Business Transactions & Customer Solutions Leadership team
Play an active role in leading strategic and cross product thinking for the entire Performance Unit
Demonstrated experience in end to end Product Management
Ability to build, influence and engage key stakeholders both internally and externally
Ability to execute and delivery on a strategy

Senior Manager Customer Solutions Service Resume Examples & Samples

Strong knowledge of Scotiabank’s Retail, Small Business and Commercial products and services
Good working knowledge of Insurance, Mutual Funds, and Borrowing required
5-7 years of industry experience in a management role (Experience managing large teams is considered an asset)
Strong management, leadership and proven coaching skills required, and ability to strategically influence and motivate others
A high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
Strong project management and planning experience, as well as expert level of customer service
Strong communication, financial analysis and problem solving skills
Ability to build and leverage strategic relationships within and outside the organization
Ability to work autonomously combined with the ability to maintain close relationships with other Centres
Bilingual (French/English or Cantonese & Mandarin/English) is considered an asset
Building effective working relationships across the teams and with various business lines and corporate functions
Monday & Wed & Fri 2PM- 10PM, and Tuesday&Thurs 5PM- 1AM (Revolving Credit/ Multi-skill)
Tues- Sat 8AM- 4PM (Branch Assist)
Mon 1PM- 9PM, Tues- Fri 10AM- 6PM (Borrowing)

Manager, Customer Solutions Resume Examples & Samples

Lead key client work streams and project delivery activities in Sales Effectiveness and Transformation
Help execute transformational projects related to sales force effectiveness, sales process improvement, change management, global sales revenue enhancement
Lead highly skilled client and KPMG work teams throughout the project lifecycle by leveraging our approaches in Sales Effectiveness and Transformation
Participate in continual development and publication of thought leadership and service offerings
Help with proposal development/business development activities by leveraging existing relationships with C-level executives
Five years of management consulting experience (including Big Four experience) related to sales force effectiveness, sales process improvement, change management, global sales revenue enhancement , and the SFDC (SalesForceDotCom) platform, within diverse industries

Manager, Customer Solutions Resume Examples & Samples

Leverage a background in market research to deliver high quality analysis and insights on a portfolio of accounts
Deliver presentations of finished work product to senior level clients
Participate in continual development and publication of thought leadership and service offerings, and assist with proposal development/business development activities
Work with other areas of the firm to help ensure technical delivery across departments
Excellent foundational consulting skills, including analytical, written and verbal communication, client presence, client relationship development, facilitation, and presentation skills

Manager, Customer Solutions Resume Examples & Samples

Identifies Customer Needs/Insights – leveraging a deep understanding of the challenges facing Canadian hospitals as they strive to deliver excellent patient care with limited resources, the Manager will work closely with key account management to identify key customer needs. By understanding the priorities and process of decision making across clinical and non-clinical stakeholders, the Manager will develop account-specific strategies to deliver value to the customer beyond the products used in surgery
Creates JJMDC Value Suite of Solutions: Working with Global J&J partners, the Manager will leverage initiatives, solutions and best practices to create a suite of clinical pathway solutions that are relevant to the specific unmet needs of Canadian hospitals. The Manager will ensure that the solutions leverage JJMDCs broad product portfolio to deliver unique value to the customer
Creates tools to support communication with customers about the value of partnership with JJMDC:Develops messages, tools and resources for Strategic Account Managers to communicate the value that JJMDC/J&J can provide to the customer. This will include packaging the economic/value proposition of any solution in a way that is tailored to the account’s goals and strategies. Partners with Health Economics team to create value add business solutions for non-clinical stakeholders. Supports the Strategic Account Team in delivering and refining their process and approach
Delivers customer tailored solutions: In partnership with the strategic account management group, the Manager will play a lead role in the implementation of solutions, working closely with customers to ensure that the correct combination of solutions is delivered against a thorough understanding of customer needs and priorities
Project Management: Acting as the project manager for solutions implementation, the Manager will leverage a combination of internal and external resources to ensure a flawless execution of the strategy for specific customers. The Manager will be accountable to ensure project timelines, goals and costs are achieved
Internal Partnerships: Through extensive collaboration with key internal stakeholders, the manager will create strong internal partnerships with cross-functional teams including marketing, sales, finance, health economics and others to drive project success
Understanding of health economic funding models, value discussion and value proposition creation
5+ years related experience in Project Management and/or Consulting, experience within the Canadian healthcare/ hospital setting
A track record of delivering results, solving issues and removing barriers to change
Ability to quickly understand and synthesize complex information, identify what’s most important and generate a solution to match that need
Strong listening/communication/negotiation skills to understand customer needs and influence customers/internal partners at a variety of levels to solve problems and move things forward
Market and industry knowledge, strong business acumen
Excellent collaboration skills and ability to work with a variety of stakeholders
Ability to convey value proposition to all levels of key stakeholders across a facility

Manager Customer Solutions Service Resume Examples & Samples

Ensuring that they develop a team of high-performing, subject matter experts with sound problem resolution skills. In addition, developing their CSOs to be knowledgeable, confident agents that focus on first contact resolution and deliver on personalized advice and solutions for our customers
Ensuring regular visibility on the floor to foster and develop a strong, positive team environment, driving employee empowerment, innovation and a high degree of employee engagement
Having a clear understanding of the Centre’s financial and non-financial goals and the fiscal year CCC strategy
3-5 years of industry experience preferably in a management or coach-type role with previous management/leadership experience
Strong customer service experience, including a high degree of judgment/organizational skills and problem-solving skills to deal with diverse/complex customer service issues and demonstrated ability to negotiate resolutions to disputes
High degree of flexibility required to adapt to a wide variety of tasks and functions and the ability to work in a fast-paced, dynamic environment
Bilingual is considered an asset

Manager, Customer Solutions Resume Examples & Samples

Participate in client work streams and project delivery activities in Sales Effectiveness and Transformation
Serve as a resource and key team member on client projects and support progress against project milestones to help ensure timely delivery of project deliverables
Provide input into engagement decisions including work plan and timeline, project management, resource allocation and career development of staff members
Excellent foundational consulting skills including strong analytical, written and verbal communication skills, impactful client presence, compelling facilitation and presentation skills

Manager Customer Solutions Resume Examples & Samples

Ensuring all CSOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. The Manager is also responsbile for preparing CSO PAR commentary and one-on-one delivery discussions
Regularly scheduling one-on-one coaching with CSOs to recognize success, help overcome obstacles and set focus thereby ensuring continued improvement of knowledge, efficiency and quality
Identifying, delivering and supporting training and developmental needs of team members
Driving the internal communication process by ensuring the CSOs are aware of business changes, key projects, corporate goals and the Canadian Banking Strategy. In addition, any ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall
Building effective working relationships across the team and with various business lines and corporate functions
Actively promote the delivery and achievement of industry leading customer service by
Acting as a change agent, leading, motivating and supporting CSOs through changes
Ensuring that every customer experience is consistent with the CCC service standards and providing value-add customer service through leading by example
Contributes to the maximization of the Contact Centre efficiency by
Ensuring team’s adherence to Scotiabank’s policies and procedures, general compliance (e.g. KYC, AML, and Privacy Laws), Scotiabank’s Guidelines for Business Conduct and any supplemental guidelines or codes of conduct applicable to the CCC
Ensuring team members are familiar with the Business Continuity Plan and responsible for enacting plan, when required
Overall accountable for payroll activities (eg. time in lieu, holiday pay, shift premiums and over time)
Demonstrated change leadership, cross cultural leadership and a strong focus on the customer and results is a must
Ability to take initiative in creating new processes that support and help achieve business objectives

Regional Manager, Customer Solutions Resume Examples & Samples

Strong knowledge of Microsoft Access and Excel
Ability to design creative solutions to meet business needs
Effective interpersonal skills – ability to relate to employees at all levels
Knowledge of Tableau

Manager, Customer Solutions Resume Examples & Samples

Responsible for Delivery of Customer Solutions ( Product Support & Services ) from Bangalore COE for CRM Product Group
Will be responsible for setting up/refining processes so that they align with other product steams
Will be reporting to the Director CS Bangalore CoE but will need to be working with the Global CRM Product GroupDirector and Global CS Managers to identify areas and plan for increasing the %age of work delivered out Bangalore COE
Responsible for Delivery of Support and Services of products from CRM domain. (Technologies include .net, sql, windows) Responsible for resource capacity planning in CS and giving timely inputs for R&D for Custom Development Services
Responsible for resource scheduling
Define an appropriate structure to manage delivery of Customer Solutions ( Support & Services ) from Bangalore CoE for each individual product under product group
Coordinates communication among Customer Solutions and R&D for ( Support & Custom services )
Provides input in service attributes such as performance, availability, security, etc.)
Serves as the point of escalation (notification) for major incidents
Ensures that any changes to the service under their care follows the current change management work practice
Participates in internal service review meetings
Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service Ensures that performance meets the requirements of SLAs and OLAs
Provides reporting and metrics on performance of service
Accountable for ensuring high quality of Support Specialist knowledge and service delivery
Other responsibilities will includes Customer advocacy, recruitment, development and retention of suitably skilled staff to achieve business objectives; coaching team members in their functions to ensure they are growing technically and succeeding in their job function
Contribute to Worldwide Support in setting quarterly and annual business objectives and goals for the support teams Excellent verbal and written communication skills
Excellent interpersonal skills with strong leadership abilities
Been in a Managerial/Supervisory Position for more than 2 years and should have been in Customer Facing roles for a minimum of 3 years
Demonstrated Strong Leadership in building/leading/managing a team and with proven examples of successful delivery

Manager, Customer Solutions Resume Examples & Samples

Leadership and coaching to motivate and develop individual RBO performance within a Sales team by
Ensuring all RBOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. RBO PARs and one-on-one discussions to be completed by the Manager with Senior Manager final sign-off
Engaging in coaching as an ongoing observational activity with RBOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
Reviewing RBO customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and possible solutions
Regularly scheduling one-on-one coaching with RBOs to recognize success, help overcome obstacles and set focus
Rewarding success and managing non-performance of team and managing day-to-day employee relations issues
Identifying and supporting training and developmental needs of team members. Responsible for delivering skill builds
Leading team meetings to acknowledge positive results, communicate the team’s focus, review the team’s goals and priorities, share best practices, successes and address challenges
Driving the internal communication process by ensuring the RBOs are aware of business changes, key projects, corporate goals and ongoing critical changes affecting customers and employees, in order to improve the day to day efficiency of the Centre as well as customer service overall
Support new RBOs with onboarding and transition from training to the floor
Having a clear understanding of the Centre’s financial and non-financial goals and digital transformation strategy. Monitoring individual and team results against targets. Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends
Acting as the first level escalation point for RBOs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Makes determination when escalations should be escalated to the Senior Manager
Acting as a change agent, leading, motivating and supporting RBOs through changes
Liaising with other Managers to identify common issues/trends and executing effective solutions
Actively reviewing the CMS and Verint for short, medium and long calls to improve efficiency
Contributes to the maximization of team efficiency by
Managing agent productivity, schedule adherence, and staffing levels within the team to maintain optimal team performance
Ensuring timely escalation of complex issues/obstacles/trends to the Senior Manager and/or applicable business area as appropriate with recommendations/solutions
Ensuring team members are familiar with the Business Continuity plan and responsible for enacting plan, when required
Proactively identifying trends among team related to customer satisfaction/retention, agent knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations
Identifying system issues and enacting back-up procedures as necessary
Contribute to the effective functioning of the CCC by
Expert knowledge of Scotiabank’s Retail and Commercial products and services
3-5 years of industry experience preferably in a management or coach-type role
Previous management/leadership experience required; excellent team leadership, coaching and mentoring skills
Proven ability to influence and motivate others
Demonstrated relationship building skills to ensure co-operative working relationships with team members, colleagues and business partners
Thorough sales skills in attaining aggressive sales targets

Senior Manager, Customer Solutions Resume Examples & Samples

Manage analytics in support of insights and recommendations to assist in growing category sales within Total Wine and More (National), FL Chains (ABC, Publix and Winn Dixie) and TX Chains (Specs, Goody Goody, Twin, Western Beverage, Gabriels, Sigels) – 30% of time
Manage the Category Planogram Process to maximize category sales – best practice sharing, insights creation & ownership, relationship building, distributor management and a firm understanding of timelines and insights required to support brand standards. – 20% of time
Identify and communicate weekly insights on industry trends, retail trends and consumer shopping habits that support the accomplishment of annual objectives for PRUSA and PRUSA’s customers. – 20% of time
Provide ad hoc analytic support to Team Leads/Regional Chain Managers in terms of scan analyses, pricing, shopper insights and special projects. Communicate weekly insights on industry trends, retail trends and consumer shopping habits to support the accomplishment of annual objectives for PRUSA and PRUSA’s customers. – 30% of time
Must possess strong computer skills with a proficiency in MS Office - MS Office - Excel, PowerPoint, Word, and Outlook
Working knowledge of space management tools (ProSpace or Spaceman)
Working knowledge of market research techniques and approaches
Strong Nielsen/IRI analytical skills

Team Manager, Customer Solutions Resume Examples & Samples

One-on-One training and development of representatives
Monitor/provide feedback to ensure quality and adherence to company policy
Manage the work force in a positive, open communication environment
Excellent communication and customer service skills with the ability to handle call escalations
Other job duties, as assigned
Two to three years’ experience working in a call center/collection environment is preferred
The ideal candidate has excellent leadership/supervisory, communication, organizational and follow-up skills
The ideal candidate must possess strong computer skills, be results oriented and possess strong negotiation skills
A High School diploma is required; Associates degree or some college coursework preferred

Manager, Customer Solutions Resume Examples & Samples

Oversee a team of VMI analysts, including their team leads
To manage a Demand Planning consultant, and assist with building that competency within Aptean
To serve as an Account Services Director – potentially for more than one client - for whom Aptean provides analyst services, including setting client expectations, participating in business reviews and contract negotiations
Travel to client sites, as needed
To serve as an escalation point for not only team members, but to also serve as an escalation point for customer issues
Set team objectives, conduct and monitor team performance
Accomplish staff results by communicating job expectations; mentoring, coaching, counselling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures
Maintain staff by recruiting, selecting, orienting, and training employees; maintain a safe and secure work environment; develop personal growth opportunities
Complete Understanding of the VMI and Supply Chain Processes
Home entertainment industry a plus
Knowledge of key inventory performance metrics, turns, margin contributions, etc
Over 10+ years of experience
Proven record of success leading efforts to identify and address client needs: building, and maintaining client relationships; communicating value propositions
Management experience
PC literate, including fluent use of Excel and Word
Remain composed under pressure
Enthusiastic, positive and flexible approach
Personable attitude

Senior Manager Customer Solutions Resume Examples & Samples

Manage customer and third party data sharing processes and tools
Develop expertise for available Retailer’s data and third party data sharing tools
Identify data designs that support large & complex initiatives spanning multiple business applications
Drive consistent standards and approaches for OSA data analytics, tools and techniques
Develop expertise on OSA data analysis techniques, tools and technology
Analyze OSA data requirements to establish, modify, and maintain data models
Customer Collaboration
Collaborate with Customer Business teams, Retail teams, and Customer Service Replenishment Teams on OSA pilots that require analytic support, modeling and root cause analysis
Provide on-going analytical support for Customer Development OSA platform, Customer Business Teams, Customers and external customer data (POS, Loyalty, etc.)
Develop statistical models and develop analytical solutions to forecast OSA across retailers at SKU level
Lead regular statistical forecast reviews with Customer Teams and Customer Development Team providing insights to drive greater retail and logistics execution from backroom to shelf at the retailers
Provide root cause analysis, coaching and training to ensure synergies are being identified and realized between retail and customer teams
Provide analytical support for the OSA team and CS&L leadership to solve tactical and strategic issues
Stay informed of industry best practices regarding OSA and forecasting analytics and apply as appropriate
Develop OSA Scorecard, benchmark and reporting tool
Assess Retailer and industry best practices to create best in class scorecard and reporting tool that is user friendly, and can be customized by Retailer, Channel, product segment, etc
Develop turnkey processes to leverage information to prevent OOS
Drive efficiencies through root cause analysis and established key performance metrics
Prepare analysis for ad-hoc requests; pull and analyze data
Drives process improvements based on industry best practices to improve productivity and efficiency
Tool Maintenance and Documentation
Ensure that all attributes are up to date and maintained weekly
Develop and maintain documentation and model, tool, process integrity
Help teams determine the ROI for tool usage
Report ROI for retailers on a monthly basis
Implement training programs/lead process improvement initiatives
Train new Customer teams on data tool, as needed
Coach Sales (CBT/Retail) and Customer service teams on how to understand and interpret OSA data, reports, alerts
BS in Mathematics, Statistics, Engineering or Business Administration required; Masters degree preferred
10 or more years of exposure in Sales or Supply Chain
Experience in predictive and statistical modeling
Experience in data analysis and problem solving skills a must
Possess critical thinking skills, quantitative and analytical problem solving skills with ability to interpret data
Ability to show initiative and make impactful decisions
Ability to work in a fast-paced environment and multi-task
Excellent inter-personal skills, strong communication and negotiation skills
Ability to influence cross functional team members
Advanced skills in Microsoft Office, particularly Excel and PowerPoint
Experience with SAP, Nielsen, or other analytics tool will be an advantage

Manager, Customer Solutions Resume Examples & Samples

Superior leadership and coaching to motivate and develop individual CSO performance on the service team by
Engaging in coaching as an ongoing observational activity with CSOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
Reviewing CSO customer interactions including live calls, recorded calls, and service observations to identify coaching and development opportunities, common challenges within team and appropriate solutions
Acting as the first level escalation point for CSOs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Makes determination when escalations should be escalated to the Senior Manager
Managing agent productivity (e.g. customer commitment time, readiness, non-talk, etc.), schedule adherence, and staffing levels within the team to maintain optimal team performance
Expert knowledge of Scotiabank’s Retail and Small Business and Commercial products and services

Manager, Customer Solutions Resume Examples & Samples

Nature & Scope: Position will support the sales team. Primary goal is to identify and commercialize insights on industry trends, retail trends and consumer shopping habits that support the Chains Division objectives – both national and local
Provide support to the sales team in terms of regional analyses, pricing analyses and special projects
Working Conditions

Manager, Customer Solutions Resume Examples & Samples

Leadership/Coaching functions designed to motivate and develop individual CSO performance
Developing a team of high-performing, subject matter experts with sound problem resolution skills - confident agents that focus on first-contact resolution and deliver on personalized advice and solutions for our customers
Ensuring all CSOs have established annual performance objectives that are aligned with business plans and tracking individual performance against objectives. Preparing CSO performance commentary and one-on-one delivery discussions
Ongoing observational activity with CSOs by providing relevant feedback and coaching during live call observations, side by side, group coaching and skill building
Managing direct and indirect reports of any performance and conduct concerns and working with HR and ER as required
Ensuring employee development is a priority for CSOs through regular PDP discussions
Leading team meetings to acknowledge positive results, providing regular recognition of the CSOs for delivering exceptional customer experencies, and to communicate the team’s focus
Support new CSOs with on-boarding and transition from training to the floor
Facilitating a culture of open and honest communication by actively participating and contributing to touch bases, team meetings, encouraging the generation of new ideas and approaches and actively sharing the knowledge and experience to enhance the development of all team members
Independently devising and implementing tactical responses to specific performance issues within the team to correct any negative trends
Acting as the first level escalation point for CSOs, resolving issues and negotiating compromises by proactively taking over a customer call (service recovery conversation/basic case investigation) when required. Leveraging these situations as coaching opportunities to provide direction, guidance and support to team members. Determines when escalations should be escalated to the Senior Manager and the Director
Proactively identifying trends among team related to customer satisfaction/retention, CSO’s knowledge, productivity, etc. and bringing forward to the Senior Manager with recommendations
Ensuring that all targets are met or exceeded, by him/herself and CSOs, as assigned
3-5 years of industry experience preferably in a management or coaching role with previous management/leadership experience
Bilingual (English/French) is considered an asset

Manager, Customer Solutions Resume Examples & Samples

Lead client engagements and work streams related to process improvements and operational analysis for customer-facing services and functions Provide oversight of highly skilled client and KPMG work teams throughout the project lifecycle and help ensure timely execution of project deliverables
Apply well developed consulting skills and in-depth industry and functional knowledge in the execution of assignments
Establish client value propositions that tie financial metrics and CFO focus areas directly to business improvement
Help lead proposal development and other new business development activities by leveraging existing relationships with C-level executives
A minimum of five years of management consulting experience with heavy focus working in customer service, contact center environment or digital customer field, with a minimum of three years of experience leading teams; management consulting experience is required
Bachelor’s degree in a related field from an accredited college/university
Deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting – metrics/KPIs, and supplier/contract management
Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing is preferred
Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
Ability to travel extensively